Fraser BrownHeathrow Express Director

How do you operate a successful airport rail link?

What is Heathrow?

What is Heathrow?

What is Heathrow Express?

Rail Link to Heathrow created by 1991 Act of Parliament – key to Heathrow expansion

Hex opened June 1998

Non-franchised: paid for by BAA, privately owned tunnels, stations, rolling stock

Supports LHR public transport mode share

Heathrow one of first providers of dedicated, premium, high speed service;

Ground breaking service style and performance

Carries 6 million passengers per year - 18,000/day

History of Heathrow Express

What is Heathrow Express?

What is Heathrow Express?

100% privately owned by Heathrow Airport15 minute journey 15 minute frequency20 hours a day operation150 trains per day Transport an average of 18,000 passengers a day25 km of track 480 employees69% of our customers are business travellers; 31% leisure.34% market share to London6m passengers (2015)

The Fleet

Siemens/CAF Class 332 electric multiple unitAutomatic train protection installed4-5 cars per set –max capacity 434 on a 9 car formation

Heathrow Express Safety

Platform train interface

Escalator risk

Trap and drag

Heathrow Express Customer Proposition

CONNECTIVITY• FROM PLANE TO TRAIN

• COMPLIMENTARY WI-FI

• 3G IN TUNNELS

• ON-BOARD TV

COMFORT• SPACIOUS

CARRIAGES

• CLIMATE CONTROL

• STEP FREE ACCESS

15MINUTESCONVENIENCE

• 15 MINUTES• EVERY 15

MINUTES

RELIABILITY

100%RELIABILITY

• TOP OF NATIONAL

PASSENGER SURVEY

• 91% OVERALL

SATISFACTION

Heathrow Express Channels to Market

Vending31%

Ticket Office20%

Airport Mobile 20%

On Board7%

Web8%

Mobile App2%

Tradesite2%

3rd Party6%

Other4%

Heathrow Express Strategy

Easy / Visible Advance Purchase

Partnering with airlines

Engage and retain

What are our challenges?

30%HEx seats filled

98%LHR operating

capacity

But… 30%HEx leisure customers

Why is Heathrow Express important?

SustainabilityHEx gets 6m passengers a year OFF THE ROADS

Customer service94% in OVERALL SATISFACTION

Beat the plan HEx contributes to overall HEATHROW REVENUE

2.3%Increase in market share

HEx wants – FROM TAXIS

NRPS positive coverage

POSITIVE REVIEWS on Trip Advisor

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