Heathrow Express achieved a 96 percent customer satisfaction rate according to the latest National Rail Passenger Survey. The survey, performed by Passenger Focus, collects the opinions of train services twice a year. The survey measures overall satisfaction, that of the train and station, as well as measures 33 specific aspects of service.

Heathrow Express’s breakdown in major areas included a 93 percent for helpfulness and attitude of staff, and 53 percent for value for money. Availability of staff at the station and on the train was scored at 85 percent and 86 percent respectively, topping a national average of 66 percent and 44 percent.

Fraser Brown, director, Heathrow Express said, “Providing an excellent premium service means dedication from staff and attention to detail and we couldn’t achieve these scores without the huge efforts of our team. These scores prove once again that not only does Heathrow Express provide the fastest way to travel between the UK’s biggest airport and central London, but it does so professionally and without fuss. Our priority is to get passengers between Heathrow Airport and Paddington as quickly and as safely as possible, but we also go the extra mile.

“Passengers in this survey have recognized us for our customer service, convenience, and the pride we take in our trains and stations. Our carriages not only look good, but provide plenty of facilities such as fast WiFi, as well as being clean and spacious — with good legroom and plenty of space for luggage, which is why we also scored an excellent 97 percent satisfaction rate for the trains themselves.”