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London Waterloo station upgrade passenger research

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

From 5 – 28 August 2017 platforms one to nine will be closed in order to extend platforms one to four. This will lead to a temporary reduction in capacity and the timetable that can be operated.

Transport Focus, working with South West Trains and Network Rail, wanted to explore passengers’ awareness and understanding of the works and to gauge their reactions to the planned alterations and how these are communicated.

We began with focus groups to help inform passenger communication during the upgrade. We have then conducted two waves of survey research to measure and track passengers’ awareness of the works, their exposure to the communications and their plans for August.

  • London Waterloo station upgrade passenger research (qualitative research findings) - March 2017
  • Waterloo Development and South West Upgrade Report W2 (quantitative tracker findings for waves 1 and 2) - May 2017
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