01.05.12
'Years ahead' on safety compliance
Source: Rail Technology Magazine Apr/May 2012
RTM talks to Heathrow Express managing director Keith Greenfield about the upgrade of its fleet and its decision to rebrand itself.
Heathrow Express has unveiled the result of a £16m rebrand and rolling stock refurbishment, three years in the making.
With partners including 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 new managing director Keith Greenfield, who joined from parent company BAA in November 2011.
Speaking to RTM, Greenfield said: “The cornerstone of the rebrand is a complete modernisation and refurbishment of our fleet of Heathrow Express trains.
“It has introduced a standard of train interior and comfort and functionality which will, I hope, be leading for the UK if not worldwide.
“The trains were not in bad condition in comparison with railways in general – but our standard is airline business travel. We do have to refurbish them at some point soon, and we’ve chosen to go with it now, and to set a new standard. On the back of that, we will be taking the opportunity to relaunch the Heathrow Express brand.
“It’s not just about product: it’s about service. On the back of that, we are completely overhauling the quality of service and the way it’s presented. It’s been a very exciting, one-off opportunity, certainly since the launch of the company, to reset the standard that we intend to offer Keith Greenfield and to increase our market share.”
The operator, now in its 15th year, has a new brand, corporate colours and staff uniforms alongside the higher-standard rolling stock, based on “extensive” consultation with passengers and staff. It is also rebranding its signage at the ticket offices at Heathrow and Paddington, and is launching a new advertising campaign. It has also upgraded its website and mobile apps.
Rolling stock refurb
Heathrow Express owns its own fleet of 14 four-car Class 332 trains, engineered and built by Siemens Transportation Systems in Germany with CAF of Spain. The refurbished fleet is set to be launched on April 26.
There have been improvements to drivers’ cabs, including new sun blinds, cup holders and coat hooks and enhanced safety features including non-slip flooring, emergency lighting, an audible warning system and increased surround lighting.
Much of the investment has been spent on increasing safety for passengers, with new features including anti-slip flooring, door pillars, step lighting, changes to push button height and grab handle shape, and contrasting door surrounds and carpet thresholds for higher visibility.
Accessibility issues have also been addressed and wheelchair positions are fully TSI PRM (Europe-wide legislation that dictates accessibility in all heavy rail vehicles) compliant, ‘call for assistance’ points are grouped in single location by wheelchairs and toilets and are easier for staff to respond to.
In line with the Heathrow Express’ positioning against airlines rather than other train operating companies the interior of the fleet is designed with an aircraft interior in mind.
The first class layout was designed by the company responsible for British Airway’s first flat bed concept, Tangerine, and reflects an airline with a row of four seats, two seats on either side separated by an aisle in the middle facing either forward or rearward direction of travel. Interfleet designed the express class carriages.
All saloon loudspeakers are being replaced with new components to ensure a high sound quality for the announcements and Express TV audio, and two 26-inch widescreen LCD high-definition screens are being installed in the vestibules with flight and other travel information, alongside adverts.
‘Years ahead’
Dan Smith, head of engineering at Heathrow Express, said: “Heathrow Express was built with airline business travellers in mind. This recent wave of investment means the fleet is years ahead in terms of safety compliancy and continues to lead the way in terms of on board innovation and technology. We also want to ensure that the experience of travelling on Heathrow Express continues to be exemplary, especially in this important year for London.”
Heathrow Express carries an average of 16,000 passengers a day between Paddington station and Heathrow, with a 94% reliability rating.
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