LNER is undertaking a significant upgrade at Newcastle Station to modernise its footprint and enhance customer experience. The project includes relocating the existing Travel Centre from platform 12 to a new, more accessible Ticket Sales Unit (TSU) on the main concourse.
Delivering the new Ticket Sales Unit (TSU) in one of the busiest areas of Newcastle Station required a highly considered approach. With over 9 million entrances and exits annually, the main concourse remains live and operational throughout the day, meaning works had to be planned around passenger flow, safety considerations, and station operational requirements.
A key priority was minimising disruption to customers and maintaining a safe environment. Protective hoarding was installed at the outset to separate the working area from the public, and particular care was taken to ensure that clear pedestrian routes and access to existing facilities were maintained throughout the construction period.
Close collaboration with LNER’s operational teams, station management, and delivery contractors underpinned the success of the approach. Activities were scheduled in phases to ensure minimal interference with the day-to-day running of the station, and all contractors were briefed on the importance of working sensitively and safely in a high-footfall public space.
The result is a modern, purpose-built Ticket Sales Unit that places LNER staff at the heart of customer activity, improving accessibility, visibility, and service delivery. Positioned prominently on the main concourse, the TSU provides a welcoming and functional environment for both staff and passengers.
Despite the complexities of delivering construction works in a live, high-footfall environment, the project was delivered with minimal disruption and in line with LNER’s commitment to putting customers first. The relocation has enabled improved operational efficiency and supports LNER’s ongoing investment in its people and places.
LNER is undertaking a significant upgrade at Newcastle Station to modernise its footprint and enhance customer experience. The project includes relocating the existing Travel Centre from platform 12 to a new, more accessible Ticket Sales Unit (TSU) on the main concourse.
Delivering the new Ticket Sales Unit (TSU) in one of the busiest areas of Newcastle Station required a highly considered approach. With over 9 million entrances and exits annually, the main concourse remains live and operational throughout the day, meaning works had to be planned around passenger flow, safety considerations, and station operational requirements.
A key priority was minimising disruption to customers and maintaining a safe environment. Protective hoarding was installed at the outset to separate the working area from the public, and particular care was taken to ensure that clear pedestrian routes and access to existing facilities were maintained throughout the construction period.
Close collaboration with LNER’s operational teams, station management, and delivery contractors underpinned the success of the approach. Activities were scheduled in phases to ensure minimal interference with the day-to-day running of the station, and all contractors were briefed on the importance of working sensitively and safely in a high-footfall public space.
The result is a modern, purpose-built Ticket Sales Unit that places LNER staff at the heart of customer activity, improving accessibility, visibility, and service delivery. Positioned prominently on the main concourse, the TSU provides a welcoming and functional environment for both staff and passengers.
Despite the complexities of delivering construction works in a live, high-footfall environment, the project was delivered with minimal disruption and in line with LNER’s commitment to putting customers first. The relocation has enabled improved operational efficiency and supports LNER’s ongoing investment in its people and places.
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