Victoria Coach Station

Transport for London

Information for customers

MAYOR OF LONDON

Departures, Check-in, Arrivals 3

Coach service information 4

Ticket Hall 5

Left luggage, Lost property 6-7

Mobility assistance 7

Luggage porters 7

Toilets and Baby changing 8

Cash machines and Bureaux de change 8

Hotel bookings 9

Minicab bookings 9

Refreshments 10

Telephones 10

Smoking 10

Customer Charter 11

Facilities and standards 12-13

Safety 14

Ticket sales 15

Coach operator services 15

Enquiries, suggestions and comments 16

Other public transport services 17-18

Plan of Victoria Coach Station 19-20

Local area map 21-22

Tube map 23-25

Contents

3

This leaflet has been designed to assist you in using Victoria Coach Station and inform you about the facilities available. It contains various maps of the layout of the coach station, the surrounding area, plus a map of Tube and rail services in inner London.

DeparturesEntrances to Departures are located on the corner of Elizabeth Street/ Buckingham Palace Road and on Elizabeth Street.

International Check-InThe International Check-In desk is opposite Gate 19 in Departures. If you are travelling outside of the United Kingdom, you should check-in at the desk 60 minutes before the scheduled departure time of your coach.

ArrivalsEntrances to Arrivals are located on Elizabeth Street and Eccleston Place.

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Coach service informationCoach departure information, for the day of travel, is shown on monitors by the passenger entrances to Departures. Coach arrivals information is shown on monitors at each end of Arrivals.

Staffed Information desks are located next to the main entrance and Gate 11 in Departures. A staffed Information desk can also be found in Arrivals.

Leaflets listing coach service destinations, times and fares are available from leaflet racks inside the Departures main entrance.

Ticket HallThe Ticket Hall is located behind Gate 21 in Departures and is open 0700-2200 daily. It sells coach tickets to over one thousand destinations in the United Kingdom and Europe, including tickets for coaches to Stansted, Heathrow and Gatwick airports.

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Left luggageThe dedicated Left luggage Office is a safe and secure environment where you can leave your luggage. It is located opposite Gate 6 in Departures.

Left luggage may be screened by electronic security equipment before being accepted. Prices may vary depending on item size and the length of time they are held at the Left luggage facility.

Items left for multiple days will be charged at daily rates as per above.

Lost propertyLost property found on the premises of Victoria Coach Station is held in the Mobility Lounge, by Gate 21 in Departures, for up to seven days. Enquiries may be made in person or by phoning 020 7027 2520. After seven days all unclaimed lost property is moved to the Transport for London Lost Property Office at Baker Street. They can be contacted by phoning 0845 330 9882.

Property left on a coach is not held at Victoria Coach Station but is retained by the coach operator. If you believe you have lost property on a coach you must contact the relevant coach operator directly. Contact details are available from the Information desks.

Mobility assistancePassengers with impaired mobility can pre-book mobility assistance by phoning 020 7027 2520 or visit the website tfl.gov.uk/tfl/gettingaround/ vcs-mobilityassistance

This service is available free of charge 24 hours a day, seven days a week (subject to staff availability on peak travel days).

Luggage portersLicensed luggage porters are available to assist passengers throughout Victoria Coach Station. A fee may be payable for their services.

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Hotel bookingsYou can book hotels and other accommodation at the hotel bookings desks located in Arrivals and by Gate 11 in Departures.

Minicab bookingsA licensed minicab can be booked for your onward journey in London at the minicab bookings desk in Arrivals.

ToiletsMale and female toilets are available by Gate 1 and Gate 12 in Departures, and unisex toilets are in Arrivals. Toilets for customers with disabilities are located in the Mobility Lounge next to the Ticket Hall and also in Arrivals (if you do not carry a RADAR key please speak to a member of staff).

Baby changingBaby changing facilities are located by Gate 1 and Gate 12 in Departures and also in Arrivals.

Cash machinesCash machines are located in both Departures and Arrivals.

Bureaux de changeBureaux de change are located by Gate 11 in Departures and also in Arrivals.

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RefreshmentsRefreshment facilities are available throughout Departures and Arrivals.

TelephonesPublic telephones, some with internet and email facilities, are located in both Departures and Arrivals.

SmokingSmoking is not permitted anywhere within Victoria Coach Station. This is in line with Government legislation.

Victoria Coach Station: Customer CharterThe Customer Service Excellence award replaced the government Charter Mark Scheme and challenges us to get to know our customers better by assessing us in areas which research has shown are a priority for customers. The measures include delivery, timeliness of service, quality of information, professionalism and staff attitude.

Emphasis is also placed on developing customer insight, understanding the user’s experience and measuring customers’ satisfaction with the facilities and service we provide.

We are proud to achieve this award, as it encourages us to continue to work to improve our service to you.

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FacilitiesRetail and catering operators have been selected to provide a varied range of goods and services to support your journey.

Telephones, photo booths, cash and other machines should be in full working order at all times.

EnvironmentTo contribute to a healthy and comfortable environment for our customers, neighbours and staff, all coach drivers are instructed to switch off their engines. We monitor drivers’ performance and regularly carry out air pollution tests.

CleanlinessOur aim is to provide passenger areas that are clean and free of litter. They are cleaned every night and swept regularly during the day. Toilets are cleaned at least hourly during opening hours.

Our standardsWe believe that you have the right to expect all our facilities to be clean and in full working order. You can help by bringing to our attention any areas in which we are falling short.

1514

Safety by designThe Coach Station has been designed with your safety and security in mind. This includes enclosed waiting areas continuously patrolled by uniformed staff, supported by over 100 CCTV cameras. For your own safety and comfort you should remain in the enclosed passenger waiting areas until called to board your coach.

Keeping you informedVictoria Coach Station staff will be available throughout Departures and Arrivals at all times. Staffing of individual Information desks varies throughout the day. For any enquiries please speak to a uniformed member of staff. Alternatively, telephone or write to us at the contact details listed on page 16.

We make every effort to ensure that timetables and departure information, provided by coach operators, are always up-to-date and that display racks and poster sites are kept tidy and fully stocked.

Ticket salesVictoria Coach Station staff are responsible for the sale of tickets in the Coach Station. You should be served with the correct ticket politely and quickly. Our staffing levels are based on the numbers of coaches timetabled to leave the Coach Station each hour. We aim to keep queue times below 10 minutes during 90 per cent of the Ticket Hall opening hours, but please remember that at busy times the queue will take longer as coach services become full.

Whenever a destination is served by more than one coach company, we will offer you the full choice of services available on an impartial basis. This may affect the time taken to issue tickets, as can the number of seats available on a particular service.

Coach servicesAll coach services operating to and from Victoria Coach Station are run by individual coach operators who decide their own boarding and reservations processes.

Comments or complaints about coach operations should be sent to the relevant coach operator. Contact details are available from the Information desks.

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Enquiries, suggestions and commentsIf you wish to make an enquiry, suggestion or comment, please write to:

General ManagerVictoria Coach Station 164 Buckingham Palace RoadLondon SW1W 9TP

You can also contact us via our website: tfl.gov.uk/vcs. Or by emailing: VictoriaCoachStationEnquiries@tfl.gov.uk

We will do our best to send you a full written response within 10 working days. If we cannot give you a full answer in this time, we will send you an acknowledgement within two working days from receipt of letter.

If you are not satisfied with our reply you can contact London TravelWatch, an independent statutory body set up to represent the interests of the users of public transport in London.

London Travelwatch Dexter House 2 Royal Mint Court London EC3N 4QN

Tel: 020 3176 2999londontravelwatch.org.uk

Other public transport services Victoria Coach Station is part of Transport for London, which is responsible for promoting integrated public transport within the capital.

Information on all these services is available by phoning 0843 222 1234* and by visiting tfl.gov.uk*You pay no more than 5p per minute if calling from a BT landline. There may be a connection charge. Charges from mobiles or other landline providers may vary.

London Underground and National Rail Victoria Station (London Underground and National Rail) is 300 metres from Victoria Coach Station along Buckingham Palace Road (see plan on pages 21 and 22).

Plan of Victoria Coach Station

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Hesperia LondonVictoria Hotel

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ApolloVictoriaTheatre

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River Thames

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Hanger Lane

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Wapping

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Sudbury Town

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Stepney Green

Whitechapel

NorthGreenwichfor The O2

PuddingMill Lane

LeicesterSquare

Bank

St. Paul’s

Angel

Westferry

WestcombeParkDeptford

Blackheath Kidbrooke

BlackwallShadwell

Arsenal

Leyton

HackneyDowns

Holloway Road

Caledonian Road

Turnpike Lane

ManorHouse

HarringayGreen LanesCrouch Hill

WalthamstowCentral

Old Street

Stratford

Mile End

Devons Road

Deptford Bridge

Elverson Road

Langdon Park

All Saints

Bromleyby-Bow

HackneyCentralCanonbury

DalstonKingsland

DalstonJunction

Homerton

HackneyWick

TottenhamHaleSeven Sisters

St. Johns

New Cross

Hither Green

Maryland

EastIndia

Earlsfield

QueenstownRoad (Battersea)

Euston

Moorgate

St. PancrasInter-

national

Fenchurch Street

King’sCross

LiverpoolStreet

Marylebone

Victoria

Waterlooand

Waterloo East

Brockley

New Cross Gate

SouthBermondsey

Honor Oak Park

Forest Hill

Elephant & Castle

Stockwell

Vauxhall

GreatPortland

Street

White City

Kensington(Olympia)

West IndiaQuay

South QuayCrossharbour

Heron Quays

MudchuteIsland Gardens

Cutty Sark forMaritime Greenwich

Ladywell

Poplar

WestSilvertown

Crofton Park

CannonStreet

Stamford Hill

Rectory Road

Stoke Newington

Regent’sPark

DraytonPark

LambethNorth

CityThameslink

Aldgate

EdgwareRoad

Monument TowerGateway

Westminster

Embankment

Finsbury Park

Limehouse

BlackhorseRoad

CanningTown

CharingCross

LondonBridge

Peckham Rye

WestHam

Paddington

Greenwich

WestBrompton

Imperial Wharf

Clapham Junction

Lewisham

Belsize Park

Chalk Farm

Sudbury HillHarrow

Willesden Junction

Highbury &Islington

LoughboroughJunction

TowerHill

StratfordInternational

Star Lane

RoyalVictoria

EmiratesRoyal Docks

EmiratesGreenwichPeninsula

Abbey Road

StratfordHigh Street

GreenfordHeathrowAirportSlough

HeathrowAirport

West Ruislip

HighWycombe

HounslowStaines

TwickenhamStaines Hampton Court

WokingGuildford

Crystal PalaceCroydonGatwick Airport

Crystal PalaceCroydon Gatwick Airport

CroydonGatwick Airport

OrpingtonSwanleySutton Streatham Morden Streatham Hayes

BexleyheathDartford

WoolwichDartford

London CityAirport

Woolwich Arsenal

Custom Housefor ExCeL

Beckton

BarkingUpminster

UpminsterTilbury

Romford

EbbseetInternational

Barking

EppingHainault

ChingfordCheshuntHertford EastStansted Airport

Eneld TownCheshunt

Welwyn Garden CityHertford North

High BarnetMill Hill East

Luton CockfostersEdgwareStanmoreAmershamCheshamWatfordUxbridge

Uxbridge Harrow & WealdstoneWatford Junction

Watford JunctionHemel Hempstead

Aylesbury

SidcupOrpington

CatfordSwanley© Transport for London and ATOC December 2012 poster

Rail & Tube servicesin inner London

Bakerloo

Central

Circle

District

District (limited service)

Hammersmith & City

Jubilee

Metropolitan

Northern

Piccadilly

Victoria

Waterloo & City

Chiltern Railways

c2c

First Capital Connect

First Great Western

Greater Anglia

Heathrow Connect

Heathrow Express

London Midland

Interchangestations

Airport

Riverboatservices

Southern

Southeastern

Southeastern high speed

South West Trains

Docklands Light Railway

London Overground

Emirates Air Line

Stationin bothfare zones

EmiratesAir Line fare zone

Archway

Local bus services Bus stops where customers can board local services are located on Buckingham Palace Road. Local bus services connect Victoria Coach Station with Victoria Bus, Underground and National Rail stations.

Taxis A taxi rank is located outside Arrivals on Eccleston Place.

Green Line coachesGreen Line coach services leave from coach stops located on Buckingham Palace Road and Bulleid Way (see plan opposite).

Victoria Coach Station 164 Buckingham Palace RoadLondon SW1W 9TPEnquiries: Email: VictoriaCoachStationEnquiries@tfl.gov.ukWebsite: tfl.gov.uk/vcs

*You pay no more than 5p per minute if calling from a BT landline. There may be a connection charge. Charges from mobiles or other landline providers may vary.

TFL 25571.01.13

*

CABWISE is Transport forLondon’s text service that helpsyou find a cab.

Simply text CAB to 60835 andwe’ll use GPS to text your twonearest minicab numbers and one taxi (black cab) numberstraight to your mobile.

Remember, if your minicab’s not booked it’s dangerous. Be CABWISE.

Text charged at 35p per enquiry plus standard text message rate.Roaming rates apply to overseas networks. Customers on 3 and overseas networks need to enter different information. See tfl.gov.uk/cabwise for further details.

PG20299 Cabwise_90x60mm:1 20/11/09 13:0

Download our free Cabwise app to book your nearest minicab or taxi (black cab) in three easy steps.

Search ‘Cabwise’ in the app store or alternatively visit tfl.gov.uk/cabwise to download the app to your mobile and it’ll be there whenever you need it.