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. 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.
Other areas that ARL will work with staff and stakeholders to consider include: customer information; station operations; and ticketing. ARL will also be consulting with London Travel Watch, the independent statutory watchdog for transport users in London, and the Department for Transport (DfT) on the emerging plans. Following the consultations, customers can expect to see improvements to their journey experience, with more staff visible and accessible, from next year.
TfL and ARL have carefully reviewed the previous Fit for Future Stations programme on London Underground and are ensuring that all lessons learned are incorporated into the proposals. The proposals also take on board recommendations from the London Travel Watch’s review into the London Underground programme published last year.
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