Sophie Chapman, the former head of train services at Heathrow Express, has been appointed to be its Director.
She brings with her a wealth of experience from her roles in customer service, the rail industry, and at Heathrow Express, which she joined as head of customer service in 2018. Later, she became head of operations, then rose to head of train services. Now she is taking on the business lead role from Les Freer, who is moving out of the sector.
Before joining Heathrow Express. Sophie worked at Govia as an independent consultant and completed a successful 22-year career with Eurostar, rising to head of on-board services. In that role, she was responsible for safety, train managers, catering crews, logistics and business lounges. Her previous role of head of stakeholder relationships saw her working with partners in the UK, France and Belgium including HS1, Network Rail, control authorities, the Police and DfT to ensure high operational and service standards.
Sophie Chapman said: “I’m delighted to be taking on the role of Director at Heathrow Express and leading our fantastic team at a pivotal time in our 22-year history.
“This has been a challenging period for the transport sector but we’re now looking forward to customers reviving their travel plans and have introduced a range of measures to help customers enjoy our non-stop, dedicated airport service with peace of mind.”