Proposals to modernise customer service on the London Overground

Closed 11 Oct 2018

Opened 20 Sep 2018


In September 2017, we announced that the London Overground’s operator, Arriva Rail London (ARL) was proposing to review and modernise the way it delivers customer service. The way customers pay for travel has changed rapidly as they embrace new technology, creating an opportunity to improve the way stations are managed and how staff serve customers.  

ARL’s proposals include making staff more visible and available at stations, providing assistance and information where it is most needed, and modernising the process for selling tickets to reflect changes in how people are paying for their travel. As part of this, it is now consulting with rail industry bodies and London TravelWatch about closing ticket offices on stations where there are fewer than 12 ticket sales per hour.

The proposals will not compromise safety, and all stations will continue to be staffed from 15 minutes before the first train of the day until 15 minutes after the last - a continuing commitment which makes London Overground stations stand out on the national rail network. ARL is also carefully considering learnings from London Underground’s Fit for the Future programme as it develops its plans.

London TravelWatch (LTW) is seeking views on the ticket office proposals from passengers and stakeholders on its website. We encourage people to share their views with London TravelWatch by Thursday 11 October 2018 so that they can be taken into account before any decisions are made. Click the survey link below to have your say.



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