London Victoria station improvements

Improving passenger experience at London Victoria station

We’re investing £30m to reduce congestion on platforms and at ticket gates, giving passengers using London Victoria station easier and more reliable journeys.

Before and after of images of the additional ticket gates serving platforms 1-7

London Victoria station was not designed for the number of passengers using it today. Narrow gate lines and poor passenger flow in and around the station and on platforms leads to congestion at busy times.

What did we do?

  • We’ve increased the number of ticket gates from 88 to 121*, adding five new wide gates and upgrading eleven others to make them fully automatic. *The total number of gates changed as designs developed through the build.
  • Opening up and expanding the station concourse area that serves platforms 15-19.
  • Created more space for additional ticket gates by relocating the Gatwick Express ticket to within the existing Southern ticket office.
  • Some existing gate line retail will be removed. New units will be constructed that will enable new brands to come to Victoria.
Before and after images of additional ticket gates serving platforms 8-13. 
The Gatwick Express ticket office will move to within the existing Southern ticket office.

Benefits

More trains on time

Previously, congestion at ticket gates meant that it took people longer to get on and off trains and platforms. By adding more ticket gates and more wider gates, people can board and alight trains more quickly, improving punctuality.

Improved safety

If we did nothing, congestion on platforms and ticket gates could lead to overcrowding at busy times.

Passenger experience

Despite improvements London Victoria station is among the lowest scoring stations in our customer satisfaction surveys. By addressing ticket gate congestion, we are tackling one of the most common sources of passenger dissatisfaction. Enhancing the station’s layout addresses another frequent cause of passenger dissatisfaction.

Before and after images of the opened and bigger concourse serving platforms 15-19.

When did the work take place?

All the new gates were installed by winter 2024 and are helping passengers get to and from trains and platforms more quickly. Our contractors have now completed the final elements of the work, including cabling works, cladding and the commissioning of Overhead Display Indicators (OHDIs) across the station.

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For more information or to get in touch with us, please contact us by visiting our contact us page or by calling our 24-hour national helpline on 03457 11 41 41.