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Case Studies

In his role as Head of Operations at Heathrow Express, founding director Richard was responsible for the delivery of Customer Service.  The quality of Customer Service offered was fundamental to the brand image of the premium service and was something all employees were passionate about.  Richard, however, quickly recognised that whilst the organisation aspired to deliver excellent customer service it had not articulated what this meant in practice. He led a team that developed and delivered a customer service strategy aligned to the brand and service aspirations of the company and achieved outstanding results.

When Southern was in the planning stages of adding Gatwick Express to its portfolio they turned to North Star for expert advice and knowledge of Airport Express services.

North Star’s Founding partner Richard was integral to the successful commencement of the Heathrow Express rail-air link service. As Railtrack’s Heathrow Express Implementation Manager he acted as the main interface between Railtrack and Heathrow Express who were Railtrack’s first new customer since privatisation.

Latest News
A report prepared by North Star and Atkins for the DfT has been published as an accompanying document to a government Policy Paper entitled "Aviation 2050 — the future of UK aviation consultation: consumers reports". The report examines... Read more...