Improving your stations

Improving the customer experience

We want to bring our staff out from behind the ticket office window and onto the station concourse as Station Hosts to make them more visible and available to assist everyone using the station. We know you want a quicker journey through some of our busier stations, so we want to improve the customer experience and make things easier for you. 
 
Our Station Hosts will be there to offer assistance, and advice, and help you buy the tickets you need, all from the station concourse. Stations will also be staffed from the very first to last train, seven days a week, helping to make you feel more secure.
 
At some of our busier stations, we’ll keep the ticket office open in the morning peak to manage customer demand. We believe this will provide an improved customer experience as our Station Hosts will be more visible and available to all users of the station, and facilities such as waiting rooms and toilets will be open for longer than they are today.
 
We will trial these changes for six months at the following pilot stations:
 
Thameslink - Cricklewood and City Thameslink
 
Great Northern - Sandy and Enfield Chase
 
This will allow us to prove that the concept works and refine our plans as necessary before we introduce the changes more widely.
 
We know these changes are important to you, which is why we held a public consultation to hear your views. Read the results of our public consultation on the station change proposals below.
 

Public consultation results