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Wednesday 8 Apr 2026

New customer hub opens at Euston ready to better support station users

Region & Route:

North West & Central: West Coast Mainline South

Passengers travelling through London Euston will benefit from a brand‑new customer information hub when main line services resume this week (Thursday 9 April), which will make it quicker and easier for people to get the help they need.

The bright new kiosk adorned in the ‘Euston yellow’ colours has been created using customer insight and the experience of staff who will work in it. It brings colleagues on the concourse together and is part of an ongoing programme to improve day-to-day customer experience at one of London’s busiest stations.

The hub opens after the launch of a new Customer Service Academy at Euston, which is giving all colleagues working at the station, including train operators, British Transport Police and Mitie teams, enhanced customer‑service training and a City & Guilds qualification. Matching yellow tabards are also being trialled by staff at the station, creating a more unified, recognisable look for colleagues, so passengers can quickly identify who is there to help.

Additionally, on the balcony above the new customer hub, engineers have been working over the Easter bank holiday weekend to refurbish the customer seating area. When the West Coast Main Line reopens tomorrow (9 April) after major improvements are complete between Euston and Milton Keynes, station users will benefit from more seats and additional places to plug in their phones and laptops while waiting for their train.

Kathrin Pranga-Wells, station customer experience manager at Network Rail, said: “We’re ready to welcome customers back through Euston when our Easter upgrades on the West Coast Main Line complete tomorrow, with a brighter look and an even friendlier welcome.

“As well as improved seating on the balcony, our new information hub brings together our industry teams in a much more visible place for passengers and marks the next phase of our commitment to enhance customer experience here at Euston - one of London’s busiest stations.”

Adrian Worsfold, customer operations manager at Avanti West Coast, said: “We’re pleased to open the new information hub as we welcome customers back to London Euston following the engineering work over Easter. With our staff working alongside other operators, customers will benefit from a more consistent, seamless service with a central point to access all the journey information they need. We look forward to supporting everyone travelling to or from Euston, as we mark this latest milestone in our joint industry efforts to improve the station experience.”

Jonny Wiseman, customer experience director at London Northwestern Railway, said: “We provide millions of journeys to and from Euston every year and we are committed to enhancing the experience for our customers. Offering a centralised space for providing streamlined passenger information, this new hub ensures customers get the support they need quickly. We look forward to continuing our close partnership with Network Rail and Avanti West Coast as we open the hub to passengers.”

Elsewhere at Euston, work is continuing to upgrade the station’s assisted travel lounge, which will reopen later in April. The major refurbishment will:

• Significantly increase the lounge’s seating capacity from 18 to 27, helping to meet growing demand for passenger assistance at one of the UK’s busiest stations.
• Replace the ceiling, flooring, lighting and furniture to transform the facility and make it more welcoming, comfortable and accessible for everyone.

• Introduce new screens and better technology to improve information provision for customers and helping staff assist passengers more easily.

While the work takes place, the station’s passenger assistance team will continue to help customers from a temporary location in the seating area between the ramps to platforms 11 and 12. Staff will be on hand to guide passengers to the temporary area and help them onto trains as usual.

Until the end of Wednesday 8 April, there are no main line services running between London Euston and Milton Keynes while Network Rail completes major engineering work as part of a wider £400m project to boost the reliability of the West Coast Main Line – Europe’s busiest mixed-use railway.

Passengers are advised to check www.nationalrail.co.uk for travel advice.