Euston railway station has switched off its giant billboards following protests from passengers who criticized the replacement of passenger biometric information screens.
This decision comes after mass cancellations of Avanti West Coast trains left thousands of passengers frustrated and confused in the crowded station lobby.
Transport Minister Louise Hay intervened, ordering Network Rail to disable the 200-foot screen, which was showing ads for Canadian Holidays, ITVX and the Transformers movie, rather than important travel updates. Hay admitted that Euston station “simply was not good enough for passengers” and called for immediate action to improve conditions.
The screen replaced one of the UK’s largest passenger information boards, and the decision to replace it was widely criticized by passengers as a “terrible decision”, especially during periods of major disruption. With cancellations affecting routes to Birmingham, Manchester, Liverpool, Glasgow, Edinburgh and other destinations, passengers have been unable to access key travel information, sparking widespread frustration.
In response to the backlash, Network Rail confirmed that the billboard had been taken down and that a review would be carried out to assess the impact of the display on congestion at the station. A company spokesman said: “The question is whether or not the screen contributes to congestion or makes a difference, or indeed whether it actually has a positive impact.” The station will use thermal modeling to monitor how screen closures affect passenger movement.
Network Rail insisted that the new configuration of passenger information boards was improving circulation at the station, with a spokesperson noting: “We will never go back to the barrier departure board. Whatever its popularity, the facts show that it was a barrier to station navigation.”
Closing the advertising screen is part of a wider five-point plan designed to enhance the passenger experience at Euston. Additional measures include creating more concourse space, improving how the station operates during disruptions, and enhancing the reliability of train services on the West Coast Main Line.
West Coast South’s route manager, Gary Walsh, admitted the recent passenger experience at Euston had fallen short, saying: “We need to do better.” He expressed his confidence that the five-point plan would make a tangible difference in the short term by alleviating congestion and providing clearer information to passengers.
Euston Station is also in discussions with advertising company JCDecaux, which owns the billboard, to explore the possibility of displaying passenger information on the screen during times of severe disruption on the West Coast Main Line. The display, known as Euston Motion+, was first launched in January as part of a campaign designed by Saatchi & Saatchi for energy company Ovo.
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