Passengers travelling through London Euston, one of Britain’s busiest rail hubs, will see a wave of customer-focused improvements this spring as Network Rail accelerates its station upgrade programme.
Starting Monday 2 March, work begins on a full refurbishment of the station’s Assisted Travel Lounge, transforming it into a more welcoming, accessible space designed to better support customers who require additional help when travelling.
During the March upgrade period, Euston’s passenger assistance team will continue to operate from a temporary facility located in the seating area between the ramps to Platforms 11 and 12. Staff will remain on hand throughout to guide customers and provide boarding support as usual.
Major Enhancements to the Assisted Travel Lounge
The refurbished lounge will deliver several improvements, including:
- Expanded seating, increasing capacity from 18 to 27 seats to meet rising demand at this major interchange.
- Upgraded interiors, including new flooring, ceiling, lighting and furniture to create a more comfortable and accessible space.
- Enhanced information technology, with new screens and improved systems to help staff deliver faster, clearer support.
New Approach to Passenger Information Screens
Alongside its commitment to maintain clear customer information, Network Rail will launch a two‑week trial of advertising content on the outer edges of Euston’s large central screen starting 2 March.
This follows customer and stakeholder feedback gathered after the full-width screen’s introduction in 2024. The central section will remain dedicated solely to departure and customer information, ensuring clarity and prominence.
Any advertising revenue—if adopted—will be reinvested into station improvements.
Customer Service Hub and Expanded Seating Coming Soon
Later in March, construction begins on a new centralised customer service hub located on the concourse. Developed jointly with the Euston station team, the hub will bring together staff from across the rail industry in a single visible location—streamlining support and improving the customer experience.
Further enhancements will continue through March and April, including:
- New seating on the east concourse, near the ramps to Platforms 4–7.
- Refurbished and expanded mezzanine seating, including an improved quiet‑lounge area offering a calmer environment for those seeking to escape the bustle of the main concourse.
Industry Leaders Welcome the Improvements
Amanda Webster-Uz, head of operations for London Euston station, said:
“Customers are at the heart of everything we do at London Euston, and our latest phase of upgrades will make the station more accessible and welcoming for everyone.
“While work continues to plan for Euston’s long-term future, we’re committed to delivering meaningful improvements that put today’s customers first.”
Adrian Worsfold, customer operations manager at Avanti West Coast, said:
“The new customer information hub is the latest step in our joint industry work to improve the experience for customers travelling to and from London Euston. Once in place, it will give customers a central point to access the information they need for their journey and support our staff – alongside other operators and Network Rail – in delivering a more consistent, seamless service.”
Jonny Wiseman, customer experience director at London Northwestern Railway, added:
“We are working closely with colleagues at Euston station to drive improvements for passengers. The centralised customer service hub will bring colleagues from LNR, Network Rail and Avanti together to provide streamlined, timely passenger information, ensuring customers get the support they need quickly. We are looking forward to launching the new hub in the coming months.”
Image credits: Network Rail
