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London Waterloo station and South West upgrade passenger research

South West Trains and Network Rail have upgraded London Waterloo station to accommodate longer trains, increase passenger capacity at the station and improve the overall passenger experience.

From 5 to 28 August 2017 platforms 1-10 were closed in order to extend platforms 1-4. This lead to a temporary reduction in capacity and timetable that could be operated.

Working with South West Trains and Network Rail, we carried out research to explore passengers’ awareness and understanding of the Waterloo works and to gauge their reactions to the planned alterations and how they were communicated.

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  • Disruption
  • Passenger information
  • Passenger experience

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