Customer service on London Overground “will be improved”


Transport for London (TfL) and Arriva Rail London (ARL), which operates London Overground, have announced plans to review and modernise customer service on London Overground.

TfL is delivering an ambitious programme of improvements on the Overground network, which includes Night Overground services from December this year and a new fleet of trains on many lines next year.

To further improve customer service, ARL will begin meeting with its staff and trade unions to discuss a range of initiatives, including making London Overground 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 the programme ARL is considering increasing the number of staff it directly employs in permanent roles, and reducing reliance on agencies to cover customer service positions. The proposed new positions would be multifunctional so that staff are skilled to work in different areas of customer service, such as to help vulnerable people on their journeys, with a comprehensive package of training and development provided. All stations will continue to be staffed at all times while trains are running.