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Wednesday 18 Dec 2024

Euston’s five-point plan making strides to improve passenger experience

Region & Route:

North West & Central: West Coast Mainline South

Network Rail and its train operating partners announce progress against their five-point plan to enhance the customer experience at Euston station.

Launched in October, the five-point plan was developed in response to passenger feedback and aims to create a smoother, better experience for everyone passing through one of London’s busiest transport hubs. The plan has delivered improvements for passengers in time for the busy festive period at Euston.

Here’s a reminder of the five-point plan and how it is delivering results:

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.

Network Rail is focused on improving how passengers receive information. Wednesday 11 December marked the start of a trial to utilise the station’s advertising board to display live travel information. 

Additionally, a comprehensive review of concourse signage has been completed, resulting in the installation of simplified and clearer displays. The new signage aims to make navigating Euston station easier and more intuitive for passengers.

Network Rail has collaborated with train operating partners to trial early boarding of Avanti West Coast and London Northwestern Railway services. This initiative has reduced concourse congestion, with passenger feedback being collected regularly to refine the process further.

Maximising space for passengers to move around within the station is a top priority. Efforts to reduce congestion and free up known pinch points on the concourse are already underway, with the bookstore at the eastern side of the station now removed. Extra temporary toilet facilities have been installed ahead of Christmas to meet the seasonal demand, and plans for a full refurbishment of the existing toilets are in development, with further details to be announced soon.

Network Rail today (Wednesday 18 December) convened the second rail industry summit to give passenger user groups and government an update on progress on Euston station’s five-point improvement plan. The event saw Rail Minister, Lord Hendy and representatives from the DfT, Avanti West Coast, London Northwestern Railway, TfL, the ORR, London TravelWatch and Transport Focus join Network Rail staff for a tour of the station. Senior Network Rail staff also held a round table discussion on the improvements that have been made, as well as the long-term aspirations to regenerate the Euston campus in the future.

Amanda Webster-Uz, Network Rail’s head of Euston station operations: said: "Passengers are at the heart of everything we do, and we’re pleased to see the five-point plan making a tangible difference at Euston station.

From better boarding processes to clearer information and improved facilities, these changes are delivering real benefits for our passengers. There’s still work to do, but we’re committed to making Euston a station that passengers can rely on."

Rail Minister Lord Hendy said: “For too long, Euston hasn’t been good enough for passengers, and it’s reassuring to see that Network Rail is putting this right by making significant strides on our five-point plan for improvement.

“A more passenger-focused railway is one of the Government’s top priorities, and we will continue to work with Network Rail to improve the station, so that customers can look forward to travelling by rail.”

Network Rail continues to develop plans for a major upgrade at Euston, which will deliver a brand-new station concourse that’s fit for the future, brighter and offers much better facilities to passengers. Work continues with partners to ensure the revamped station integrates with the new HS2 station, TfL services and new homes, community, office and retail spaces. 

Christmas rail works affecting journeys into London Paddington and London St Pancras stations, mean more passengers are expected to travel through London Euston over the festive period.

For a smoother journey, passengers travelling to or from Euston on the West Coast Main Line, are advised to travel before Tuesday 24 December or after Thursday 2 January.

For more information about travelling to and from London Euston station this Christmas, passengers should visit www.networkrail.co.uk/wcml