TfL and ARL to improve London Overground customer service


The UK's Transport for London (TfL) and operator Arriva Rail London (ARL) have planned to review and modernise customer service on the London Overground network.

Under the new initiative, ARL intends to increase the availability of London Overground staff at the stations after discussing with the respective trade unions to ensure that the passengers receive necessary assistance and information.

The company also intends to modernise the process of selling tickets and increase the number of employees in permanent roles to reduce the dependence on agencies.

"This exercise will enable ARL to consider how best to respond to these and make sure the Overground retains its position as one of the best train services in the UK.”

The new positions will be multifunctional so that staff will perform in different areas of customer service.

TfL London Rail director Jonathan Fox said: “The London Overground network has improved enormously over the last decade. We want to continue that trend and make sure that we are continuing to provide a first-class service that meets the needs of today's customers.

“Over the years, we have seen significant changes to how customers use stations and pay for travel and this exercise will enable ARL to consider how best to respond to these and make sure the Overground retains its position as one of the best train services in the UK.”

TfL is currently carrying out multiple improvements on the London Overground network such as launching Night Overground services from December, as well as the introduction of new trains on multiple lines next year.

London Overground started operating in 2007 and witnessed a sharp increase in annual customers from 33 million in 2008-2009 to nearly 189 million this year.

An initially 400 trains operated on the network a day, which has since increased to nearly 1,500 trains a day.

All stations within the network were also upgraded with more than half featuring step-free access from street to platform.