Richard Brown
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Richard Brown MBA Managing Director |
Richard has substantial experience in the air rail industry. He was Railtrack's Implementation Manager of the Heathrow Express service, one of the first airport expresses globally and the first new mainline railway in the UK for over 100 years. He joined Heathrow Express in 1999 where he was head of operations and customer service. Richard led the operation of Heathrow Express from the start-up phase to one that is globally recognised as an award winning train service, acknowledged in 2006 by the National Customer Service as the Customer Service Team of the Year. That year the National Passenger Survey also revealed Heathrow Express as the UK's favourite train company scoring a 96% overall satisfaction rating.
In 2007 Richard founded North Star Consultancy which is now the leading air rail consultancy in the world with over 100,000 hours experience working on air rail projects across the globe. He has led consulting teams for providing disruption management, customer service and operational readiness advice in transportation environments. Now in 2009, Richard is in demand all over the globe to speak at air rail conferences.