Improving customer experience at London Euston

We’re making day-to-day journeys through Euston easier, more comfortable and more accessible, with a package of customer-focused upgrades.

As the UK’s tenth busiest station, welcoming around 50 million passengers a year, Euston is under pressure. While work continues to develop plans for a major upgrade, we’re committed to making Euston work better for today’s passengers.

As part of our journey to a better Euston, we’re working with our rail industry partners to make targeted improvements that aim to improve the station in the short to medium term.

What’s improving at London Euston?

Our newly refurbished Assisted Travel Lounge has reopened featuring:

  • A larger space with a better layout and fresh new look.
  • Better seating and more of it.
  • New screens and technology, helping us to better help you when travelling through Euston.

Making help at Euston easier to find:

  • We’ve installed a bright new customer information hub at the back of the concourse bringing staff together to make it quicker and easier to access help and information.
  • At the same time, we’re trialling matching yellow tabards across the station to create a more unified, recognisable look – helping passengers quickly identify who is there to help.
  • We’ve rolled out a new Customer Service Academy for our staff at Euston, helping us to deliver a better experience for passengers.

More space, better seating and clear customer information:

  • After listening to feedback from our customers, train information on London Euston station’s large screen is here to stay. Our recent work to remove the smaller screens in the middle of the concourse has helped to maximise space in the station, as well as improve visibility of the large screen. Our outside screens on the station’s piazza are also here to stay, following positive feedback from our customers.
  • We’re continuing to expand and modernise customer seating across the station, including a recent overhaul on our balcony upstairs. Station users will benefit from more seats and additional places to plug in their phones and laptops while waiting for their train.
  • Work is continuing to install more seating on the east side of the station concourse.

Making our lifts more reliable:

  • This spring we’re carrying out essential maintenance to some of the lifts at Euston station, including those between the station concourse and the Tube station ticket office. Clear signage will be displayed during improvement work, with details of alternative lifts available to customers.

Improving our offering of shops and food outlets:

  • We’re continually working with our retail partners to offer quality food, beverage and shopping options across the station. The latest addition at Euston was the new Wasabi restaurant, which can be found on the balcony. More retail announcements are coming soon.

Further updates

With passenger numbers growing year on year at Euston station, we’re looking at further improvements to make the station better for customers. We’ll publish more updates about our journey to a better Euston programme soon.

Get in touch

If you have any questions, please call our dedicated 24-hour National Helpline on 03457 11 41 41 or visit our contact us page.