26 February 2026
In October 2024, we highlighted serious concerns with the customer experience at Euston. The industry action plan which followed has improved the station environment and we welcome the ongoing programme of work, for example, to upgrade the Assisted Travel Lounge and to create a new customer service hub on the concourse.
Prioritising the use of the large concourse screen for information rather than for advertising had been one of the important changes made in response to our original concerns. Limiting any future advertising to the smaller outer sections of the screen could work for passengers if it does not affect the clarity of information about train services and we look forward to seeing the customer feedback arising from the trial before any final decisions are made.
