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Thursday, May 28, 2020

Rail passengers want ‘better information’ at Euston station

Research unveiled today has revealed good levels of satisfaction with Euston station, but rail passengers want better information when things go wrong.

These findings were published by Passenger Focus, the independent passenger watchdog.

More than 30 million passengers use Euston station every year making it the sixth busiest station in the country. The station facilities are also currently undergoing re-development which is causing a number of congestion challenges.

Passenger Focus, in cooperation with London Midland, London Overground, Network Rail and Virgin, has surveyed 726 passengers to identify what passengers like and dislike about the station and its facilities.

The figures show that the satisfaction level with station facilities and services was generally high. Three quarters of passengers were fairly or very satisfied with the services provided at the station.

Passengers were pleased with the information on train times/platforms, the cleanliness and maintenance of the main concourse and ease of access to platforms.

However, areas that need improvement include:

  • Information about train times/platforms during times of disruption
  • Real-time information about train times/ platforms
  • Toilet facilities.

Passenger Focus research, including the National Passenger Survey, suggests the biggest issue remains disruption with only 58% of passengers satisfied with the way train operators deal with disruption.

Anthony Smith, Passenger Focus chief executive, said:

“We are please that things at Euston station are going right. Many passengers reported high satisfaction with the range of facilities at the station, cleanliness and maintenance of platforms, and real-time information.

“However, there is still room for improvement as over a fifth of passengers surveyed were dissatisfied by the information they received during disruption.”


  1. “Three quarters of passengers were fairly or very satisfied with the services provided at the station”

    People in London must be really used to bad stations if they’re that happy with Euston. Its only marginally better than New St. 

    There’s nowhere to sit and where ever you do sit (on the floor) a freezing gale blows across the concourse whenever the doors open


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