New centralised hub at Euston improves passenger support, making it quicker and easier for travellers to access real time information and assistance.
London Euston has introduced a new customer information hub designed to improve passenger support as services resume following engineering works on the West Coast Main Line.
The new hub, located on the station concourse, brings together staff from multiple organisations into a single, visible location. Designed using customer insight and staff experience, the kiosk aims to make it easier for passengers to access help and journey information quickly.
Central hub improves passenger information and station experience
The initiative forms part of a wider programme led by Network Rail to enhance the overall passenger experience at one of the UK’s busiest stations.
Alongside the hub, a new Customer Service Academy has been launched, providing staff from train operators, British Transport Police and service partners with enhanced training and a City and Guilds qualification. New yellow tabards are also being trialled to improve staff visibility across the station.
Additional improvements include refurbished seating areas on the station balcony, offering more capacity and new charging points for passengers waiting for services.
Kathrin Pranga Wells of Network Rail said the improvements will create a more welcoming environment and improve accessibility to information for passengers.
Adrian Worsfold of Avanti West Coast added that the hub will support a more consistent and seamless service by bringing teams together in one place.
Jonny Wiseman of London Northwestern Railway highlighted that the centralised space will ensure passengers can access support more efficiently.
The upgrades coincide with the reopening of the West Coast Main Line following Easter engineering works, marking another step in improving station operations and passenger experience.
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