Former Heathrow head of ground handling Les Freer is joining Heathrow Express as a director.
He replaces Fraser Brown, who is moving in the other direction to the airport as retail director after four years at Heathrow Express where he oversaw 9% passenger growth in 2017.
At the same time Sophie Chapman becomes head of operations, having been interim head of customer service at Heathrow Express following 22 years with Eurostar, most recently as head of on-board services.
Freer said: “This is a pivotal time in Heathrow Express’ history and I’m really excited to be leading a team with 20 years’ experience of delivering excellent customer service.
“Its reputation as a flagship service to the airport is unrivalled and we need to maintain that to ensure we beat ambitious passenger targets and exceed already outstanding customer service levels as we deliver a new fleet into service by December 2019.
“Heathrow Express is also a key player to helping Heathrow deliver its commitment for half of passengers to travel to and from the airport by public transport by 2030.”
Chapman added: “I’m really looking forward to working with our new operational partners GWR and Heathrow as well as Network Rail to ensure we continue to deliver the safe, fast and efficient service Heathrow Express customers enjoy today.”