Evaluation of Passenger Satisfaction with the Heathrow PRT System

Abstract

The ULTra PRT (personal rapid transit) system has been in operation at Heathrow airport since April 2011. A survey of passenger satisfaction was carried out in May 2011. The results for this survey demonstrate very favorable passenger response to the new system. Scores for every aspect of the system are positive and, in the majority of cases, very positive. Overall, scores for questions related to the overall service and vehicle are between good and excellent. Scores for access issues, notably the stations, are also positive, but at a lower level. Overall, 96% of all passengers rated the service good or excellent. The highest score was given to image, an average 4.82 on a 5-point scale. Surprisingly, the second-highest score was given to the perception of personal safety. This is encouraging for PRT since it might be thought that passengers would be concerned about the lack of a driver. The lowest score is for ease of finding the Terminal 5 station. However, the survey was undertaken before wayfinding signs had been installed. Comparative results for the transfer bus show a significant improvement in overall scores. Ninety-four percent of all passengers surveyed perceived PRT to be better than bus transfer; the remaining 6% said they were equal. No passenger preferred the bus. The results demonstrate that PRT is now ready for serious consideration as part of an integrated transport system for airports.