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Heathrow Express has unveiled the result of a £16 million investment. In a year where London takes centre stage, Heathrow Express, now in its 15th year, is once again a central player.
Stepping into a ‘New Era’ which will see a new brand, corporate colours, staff uniforms and a refurbished and higher specification rolling stock, the investment means Heathrow Express (a wholly owned subsidiary of BAA) will raise the bar in service, comfort and innovation.
The project which has taken three years from commission to roll out was borne from extensive customer focus group and staff research and the desire to remain the most innovative, premium train operating company in the marketplace.
With partners including the leading names of Siemens, Designhouse, Interfleet, Axminster and No Uniform the project has been steered by the senior management team at Heathrow Express with the final stages overseen and driven by Managing Director Keith Greenfield who joined from BAA in November 2011.
The roll out will be executed in stages with the new train launch on April 26th. The majority of the total investment has been committed to the development of the fleet focusing on the exterior and interior of the train with the prime objective of increasing customer satisfaction. Driver cab improvements have also been undertaken to ensure an enhanced working environment and the continuation of high safety standards.
In July, the new uniform designed by award winning No Uniform will be unveiled. Heathrow Express’ other touch points with the customer will also undergo an extensive change. Both the airport and Paddington station ticket offices and signage will be re-branded, an advertising campaign will see the brand reach out directly to the consumer and the Heathrow Express presence at BAA’s London Heathrow will be increased. Technological developments including website functionality, mobile apps and other brand hardware have also been developed to make the overall experience of using Heathrow Express streamlined and customer focused.
Keith Greenfield quotes “Heathrow Express’ mission is to offer exemplary service to our customers every time they travel with us and we are constantly looking for ways we can improve and innovate. Our re-launch is the culmination of three years of research, investment and team commitment and we are delighted to unveil this tonight. As London takes centre stage in 2012 we are proud to be the front door to the city and will be ready to host our spectators, supporters and the world’s media on Heathrow Express.”
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
