Plan to Improve Customer Experience at London Euston

Network Rail and the Department for Transport have today announced a five-point plan that aims to improve the functioning of Euston station and deliver a better passenger experience while it undergoes longer-term design changes.

The outdated station is in major need of overhaul and has led to some very uncomfortable and unpleasant conditions for passengers.

The Transport Secretary tasked the station’s teams at Network Rail and relevant train operators – including Avanti West Coast and West Midlands Trains – to look again at how the station works on a day-to-day basis and to make immediate improvements wherever possible.

While a major reconstruction of the station is required to meet current demands, the initial five-point plan to ensure a better experience for passengers at Euston includes:

1. Reviewing passenger information provision and circulation, including a shutdown and review of the use of overhead advertising boards
2. A review on how passengers are invited to, and board services, especially during disruption
3. Creating more concourse space and alleviating pinch-points, which will include more, and upgraded, toilet provision
4. Unifying station operation during disruption to ensure a holistic approach is taken for the benefit of all passengers
5. Driving up the reliability of both the infrastructure and train services to reduce disruptive events being experienced at the station

The Transport Secretary says this is a positive first step to getting a grip on overcrowding at the station, but adds that more must be done.

Senior management at Network Rail have been asked to meet with the Secretary of State next week to answer questions on plans for the station and set out a route towards longer-term improvements to the passenger experience.

Transport Secretary Louise Haigh said: ‘For too long, Euston station simply hasn’t been good enough for passengers.

‘That’s why I’ve tasked Network Rail with coming up with a clear plan to immediately improve conditions for passengers. This includes a shutdown of the advertising boards from today to review their use.

‘We know Euston needs a permanent solution and are working hard to agree this – but these immediate steps will help to alleviate some of the issues the station has been facing.’

Gary Walsh, route director for West Coast South said: ‘Passengers haven’t received the experience they deserve at Euston recently and we need to do better.

‘Our five-point plan will help improve things for passengers in the short term by creating more space, providing better passenger information, and working as an industry to improve the reliability of train services on the West Coast Main Line.

‘Network Rail continues to work with rail industry partners and passenger groups to explore plans and funding options for a major upgrade of the existing station in the long term. This is to deliver a brand-new station concourse that’s fit for the future, brighter, and offers much better facilities to passengers.’