A national rail survey published this week shows passenger satisfaction ratings have further improved on Heathrow Express between this spring and last autumn. Yet concerns remain, with complaints about train frequency, punctuality and attitudes of staff on the trains.
The survey, by independent national rail watchdog, Passenger Focus, questioned 25,000 rail passengers across the country earlier this year about their satisfaction with 30 key areas from the cleanliness of the trains to value for money.
Of the 534 people questioned about Heathrow Express, 92 per cent said they were pleased with the service overall ” but only 51 per cent were satisfied with station facilities and services.
Brian Raven, the managing director of Heathrow Express, said to ABTN: ”A number of those station facilities are associated with Paddington and concern such matters as car parking. Our customers don”t recognise that the station is not owned by ourselves [Heathrow Express]. It is a Grade I listed building so it”s quite difficult to make changes. We are currently in consultation with English Heritage, Westminster Council and Network Rail. We have found a number of ideas that will improve that area.”
Mr Raven would not be drawn on the exact nature of the improvements, but said the time frame for improvements was by the end of 2008. He also pointed out that the company introduced new initiatives such as e-ticketing.
This means from May 31 all customers buying Heathrow Express tickets online receive a barcode either via email or direct to a designated mobile phone that can then be scanned on the train.
”We have also signed a deal for global distribution on GDS via Amadeus, enabling travel agents worldwide to book Heathrow Express tickets for passengers as part of flight and accommodation packages,” Mr Raven said.
Journey time from London”s Paddington station to Heathrow terminal one, two and three via Heathrow Express takes 15 minutes, and a further four minutes to terminal five. Up to 16,000 passengers a day use the trains, which run every 15 minutes from 0510 to 2315.
(www.heathrowexpress.com)
Sarah Riches