LNER Proposes Evolutions And Enhancements At Its Stations

London North Eastern Railway (LNER) is proposing to evolve and further enhance its stations as part of wider industry reforms across the rail network.

Data shows buying habits are changing, with 87 per cent of tickets now purchased online, only 6 per cent are purchased at ticket offices and 7 per cent through ticket vending machines at LNER stations, as well as London King’s Cross and Edinburgh Waverley, where LNER has retailing responsibilities.

In response to the trend, LNER is proposing to continue to move away from traditional retailing, further enriching the digital retailing experience. The plans would bring its people closer to customers, with more colleagues deployed across station concourses and platforms to assist customers wishing to purchase tickets or asking for help or information. Teams will have mobile devices enabling them to sell the vast majority of ticket types and will also be there to assist customers using ticket vending machines.

LNER’s plans include the retention of ticket offices at Edinburgh Waverley, Newcastle, York, Doncaster, Peterborough and London King’s Cross, which will continue to offer the same range of products and opening times. 

Under the proposals LNER plans to repurpose travel centres at Berwick-upon-Tweed, Darlington, Durham, Grantham, Newark Northgate, Retford, and Wakefield Westgate, with colleagues supporting customers on the stations and proposals to create a modern station retailing experience. LNER is responsible for ticket retailing and passenger assist at eleven stations, as well as Edinburgh Waverley and London King’s Cross, all of which will continue to be staffed by LNER colleagues from the first to the last train and passenger assist will remain.

LNER is continuing to invest in its stations as it welcomes record numbers of customers back to rail. In a UK first, a Family Lounge has been introduced at London King’s Cross station and waiting rooms have been refurbished across the route. Further investment is planned to make rail even more accessible, giving people greater confidence to travel by train. LNER has also committed to multi-million-pound investments at Darlington, Doncaster and Peterborough.

David Horne, Managing Director at LNER, said: “Our customers’ habits have changed, and we must plan for the needs of our future customers. We want everyone to enjoy an even better experience when travelling with LNER. Our proposals for each of our stations will bring our people closer to our customers, improve accessibility and make good use of the hand-held technology and digital systems that we have pioneered in the rail industry. Our people will be crucial to the success of our plans, and that is why it is so important to empower our teams to respond to customer needs as we attract more people to rail – the most sustainable way to travel.

“I would encourage people to share their views on our proposals as part of the public consultation.”

Independent passenger watchdog Transport Focus facilitated the consultation, which closed on 1 September 2023.

For more information visit: https://lner.co.uk/station-changes