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TfL Tube plans: “Enhanced customer service and simpler ways to pay”

Public Realm


December 4, 2014

TfL has today announced an initial timetable of the scheduled improvements to be made to the Underground system, a year after plans were proposed. Plans include introducing 24-hour ‘Night Tube’ services at weekends from 12 September 2015, investing in new air-conditioned walk through trains to forty per cent of the network and transforming the customer experience on the Tube network.


Main points from today’s announcement:

  • The transformation of ticket halls on the Tube network is proposed to start from February 2015, with staff moved out from underused ticket offices to where they can serve customers most effectively – in ticket halls, at ticket machines, at gate lines and on platforms.
  • As now, all stations will remain staffed at all times.
  • The needs of our London Underground staff and customers have been central to plans, with more staff visible and available than ever before to help both Londoners and visitors buy the right ticket, plan their journeys and keep them safe and secure.
  • Station staff will receive comprehensive customer service training, be equipped with a new modern uniform and with mobile devices to provide customers with up to date travel information.
  • More and better ticket machines are being introduced at stations, with enhanced functionality so staff can help customers in new ways – such as issuing new Oyster cards, small refunds and resolving incomplete Oyster journeys.
  • By summer 2015, new Visitor Information Centres will be in place at major stations to help people plan their journeys and buy tickets.


You can find more information online at tfl.gov.uk/futuretube.