Arlanda Express Arlanda Express is the airport express train linking Stockholm’s Central Station and Stockholm Arlanda Airport.
Trains depart six times an hour in peak-time traffic and every 15 minutes at other times. The journey takes no more than 20 minutes. Arlanda Express has been awarded the Swedish Society for Nature Conservation’s eco-label “Good Environmental Choice”. The service began in 1999 and 3.6 million passengers travelled with Arlanda Express in 2016.
We have carried out a Mystery Traveler program with Daymaker, where we at each observation round have sent 25 passengers to Arlanda with return tickets. The traveler’s task is to buy tickets in Stockholm, at Arlanda and on the train, and to observe the staff’s handling and customer service at the ticket office, the platform and on the train.
We get many benefits from conducting Mystery Traveler surveys at Arlanda Express. They provide us a with complete picture of how we are perceived and the customer experience is brought into focus. We receive a receipt of our strengths and become aware of our weaknesses.