Stansted Express customers say trains fast, frequent and speedy, says survey

by Chris Ford | Jan 28, 2020
Nine out of ten customers using the Stansted Express service between London and Stansted Airport are satisfied with the service, according to the latest independent Transport Focus rail passenger satisfaction survey.

Figures in the Autumn 2019 National Rail Passenger Survey show that 90 per cent of Stansted Express passengers are satisfied with their journey – an increase of 15 per cent compared to the previous year.

The top five areas that Stansted Express customers are most pleased with are:

1. Punctuality/reliability (94 per cent)
2. How request to station staff was handled (90 per cent)
3. Frequency of trains on route (89 per cent)
4. Overall satisfaction with the train (88 per cent)
5. Length of time journey was scheduled to take (85 per cent)

Stansted Express is the fastest way to travel between central London and Stansted Airport, taking just 47 minutes. Trains depart every 15 minutes, seven days a week, calling at the London stations of Tottenham Hale, Stratford and Liverpool Street.

The railway station is directly underneath the airport terminal, just a few minutes’ walk from the entrance.

The company is replacing all its existing trains with brand new longer trains, with more seats and a retractable step which bridges the gap between the train doors and the platform, making them easier to board with luggage, buggies or wheelchairs.

David Metherell, head of commercial development at Stansted Express, said: “It’s great to see such high levels of satisfaction among our customers.

“We’re always looking at ways to improve our service, including special fare offers and bringing in brand new trains.”

Notes to Editors 
For further information about this press release, please ring the Greater Anglia Press Office on 0330 109 7555. For urgent or out-of-office hours calls, contact 07798 857385. All recent press releases and blogs can be found on the Greater Anglia website at: Follow the Greater Anglia news Twitter account: @greaterangliaPR 

About Greater Anglia 
The new Greater Anglia franchise began operating on 16 October 2016. We provide intercity, commuter and rural services throughout Essex, Suffolk, Norfolk, Cambridgeshire and Hertfordshire, including the Stansted Express service. We’re responsible for over 3,000 employees, operate 1,300 train services per day and we’re at 133 stations. 

Greater Anglia is transforming the railway in East Anglia. We’re replacing every single train with brand new trains with air conditioning, plug and USB points and fast free wifi, which come into service from 2019. We’re introducing better timetables with more frequent services and more peak-time seats into London. Follow our transformation story at

About Abellio UK 
Abellio UK is a transport operating group with offices in London and Glasgow. In the UK, we operate the ScotRail, West Midlands Trains and Greater Anglia franchises, as well as the Merseyrail rail concession in a joint venture with Serco. We also run over eight per cent of the London bus market. Our role in transport extends beyond the journey from a-to-b. Our approach of sharing best practice, not just amongst ourselves, but across the wider transport industry, enables us to provide thought leadership and innovation that makes a positive contribution to the communities we serve. Abellio is a wholly-owned subsidiary of Dutch Railways (NS - Nederlandse Spoorwegen).