About us Improving our service

Improving our service

Since 2007, the London Overground has been transformed and now provides a modernised service, improved facilities and a better, safer and more environmentally efficient and comfortable experience for passengers.

Carrying more passengers while delivering a punctual service

Passenger numbers have increased six-fold since 2007 and today Arriva Rail London carries more than 600,000 passengers every work day. Yet, despite such significant increases, the service has consistently delivered award-winning performance improvements with right-time and passenger satisfaction scores some of the best in the UK. Read more about our achievements here.

New trains, more services and more space for passengers

Demand for London Overground services will continue to grow as the population and employment in the Capital increases. A fleet of new trains were introduced in 2009 and frequency has increased significantly to meet this demand.

In 2015 we extended most electric trains from four to five cars and improved and extended platforms, thereby increasing capacity by 25% on many routes to help carry more passengers and reduce crowding.

Recently we introduced 24-hour services on the East London Line from Highbury & Islington to New Cross Gate over the weekend for the first time, connecting the Night Overground to the Night Tube Victoria line.

We look forward to introducing new trains to our West Anglia and Gospel Oak to Barking routes soon.

Extending the network

The London Overground has already extended from a series of fragmented lines into an orbital around the Capital and TfL has ambitious plans to extend further. Most recently, West Anglia services between Liverpool Street station and Enfield Town, Cheshunt and Chingford, and Romford to Upminster became part of the London Overground.

Improving the passenger experience

Station enhancement projects across the network continue to improve both the station environment and passenger experience, whilst the focus on operational effectiveness, customer service, safety, accessibility and local community engagement makes the London Overground one of London’s most popular rail services.

Innovating the Industry

Arriva Rail London continues to be the first UK train operator to adopt some of the latest technology to improve the customer experience. Employees use smartwatches, iPhone and iPad and the Orinoco industry-leading app provides everything employees need to manage disruption in one place, including a live map of train movements with disruption overlays.