Evolving the station staff role
We want to bring our staff out from behind the ticket office window. So we’re introducing a new role – our Station Hosts. They’ll be based on the concourse, making them more visible and easily available to everyone.
Need help or advice? Want to buy a ticket? They can do it all right from the station concourse.
As part of this new role, we’re also increasing our staffing hours. That means you’ll be able to find someone from the very first train to the last, seven days a week. It also means facilities like waiting rooms and toilets will be open for longer than they are today.
And if your station is one of our busier ones, don’t worry – we’ll still be manning the ticket office during the morning peak to help manage the rush.
How we’re rolling out these changes
We’ll be trying out these changes for six months at both Cricklewood and City Thameslink stations.
This trial will allow us to make sure that the concept works and help us refine our plans 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.