Improvements to customer information at London Liverpool Street station after passenger feedback

Published on: Wednesday, 22 July 2020
Last updated: Wednesday, 22 July 2020

Rail passengers using London Liverpool Street station are to benefit from improved information about Greater Anglia train services.

In a project jointly funded by Greater Anglia and Network Rail, the existing Greater Anglia Information Desk on the concourse is being replaced and upgraded - with more space for additional customer service staff and new HD information screens.

Artist's rendition of the blue London Liverpool Street station information point replacement.

The investment follows feedback from staff and customers about how information provision could be improved at the busy London terminus.

The new Customer Information Point will be bigger than the previous structure and will now be able to accommodate three Greater Anglia customer service staff, who will all be able to answer passengers’ queries. Having additional capacity will be particularly helpful during busy times or if there is disruption to the train service.

Additional, new ‘intelligent’ HD information screens on the exterior will provide information about pre-planned engineering works as well as live messages directly from Greater Anglia’s Control Room during disruption.

Lee Ivor Smith, Greater Anglia’s Head of Customer Service South, said, “Staff and passengers have reinforced how good quality information is really important to a smooth journey, so I am very pleased that we have been able to respond to this feedback by improving the Information Point at London Liverpool Street station.

“This will be a step-change in the information provision we offer to customers thanks to the new intelligent information displays and the extra space, which means that we can have more staff on hand to help passengers and make their journeys a little easier.”

Ellie Burrows, Network Rail’s route director for Anglia said: “We know that equipping passengers with the right information at the right time will help them to complete their journeys quicker and more easily. The new facility will house all the latest information in one place, which is especially important at a large and busy station like Liverpool Street.”

The new facility is expected to open by the autumn.