Passengers using London’s Euston station are being put in danger by high levels of overcrowding, according to London TravelWatch.
The watchdog body said that last-minute announcements mean passengers rush to platforms, and staff “appear overwhelmed by the sheer numbers of people.”
Network Rail has announced a five-point plan to improve the station.
It has turned off a large advertising board, following criticism that it made the passenger experience worse. The overhead board had previously carried the main departure information. It was replaced with smaller information screens.
Network Rail said other measures include creating more concourse space, upgrading toilets and enhancing how the station operates during disruption.
It will reconsider how passengers are given boarding information during train delays, and aims to increase the reliability of the infrastructure.
Network Rail said its senior management have been asked to meet Transport Secretary Louise Haigh to “answer questions on plans for the station and set out a route towards longer-term improvements.”
In September 2023, the Office of Rail and Road issued an improvement notice to Network Rail, which manages the station. The regulator said then that the company was failing to prevent safety risks from what it called “unacceptable” overcrowding.
By December it concluded that Network Rail had complied with its notice, implementing measures to better manage passenger flows.
London TravelWatch said: “Even on good days, the passenger experience at London Euston fails to match its importance as the capital’s main rail gateway to four of the UK’s largest cities.
“But it is when train services are disrupted that the station really struggles to cope, with high levels of overcrowding putting passengers in danger.”
The watchdog added: “The recently-installed information screens seem to have done little if anything to make things better for passengers.
“It is a year since the ORR issued an improvement notice to Network Rail regarding the station, but it seems little has changed.”
There are plans to redevelop Euston station, but these are subject to Network Rail securing government funding. Major work to prepare a site adjacent to the existing station for HS2 was halted by the previous government in March last year.
Labour has yet to confirm whether the high-speed line will be extended from Old Oak Common to Euston, though there are strong rumours it will secure approval.
A Network Rail spokesman said: “Euston was designed for a different era and we acknowledge that it is in need of major investment and modernisation.
“However, safety is at the heart of our operation and something we would never compromise on in any of our stations.
“For the majority of the time the station works, however during times of disruption, there simply isn’t enough room for passengers and we know this can make for an uncomfortable and unpleasant environment.”
ORR said it was continuing to talk with Network Rail about further improvements to manage crowds.
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