Victoria Coach Station

Information for customers

MAYOR OF LONDON

Transport for London

Contents

Departures, Check-in, Arrivals Coach service information Ticket Hall Left luggage, Lost property Mobility assistance Luggage porters Toilets and Baby changing Cash machines and Bureaux de change Hotel bookings Minicab bookings Refreshments Telephones Smoking Customer Charter Facilities and standards Safety Ticket sales Coach operator services Enquiries, suggestions and comments Other public transport services Plan of Victoria Coach Station Local area map Tube map

3 4 5 6-7 7 7 8 8 9 9 10 10 10 11 12-13 14 15 15 16 17-18 19-20 21-22 23-25 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.

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

International Check-In
The 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.

Arrivals
Entrances to Arrivals are located on Elizabeth Street and Eccleston Place. 3

Coach service information

Coach 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.

Ticket Hall
The 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.

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.

Lost property

Lost 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.

Left luggage
The 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.

Mobility assistance

Passengers 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 porters

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

Toilets
Male 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).

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

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

Cash machines

Cash machines are located in both Departures and Arrivals.

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

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

Refreshments
Refreshment facilities are available throughout Departures and Arrivals.

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

Victoria Coach Station: Customer Charter

The 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 users 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.

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

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Facilities
Retail 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.

Environment
To 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.

Cleanliness
Our 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 standards
We 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.

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Safety by design
The 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.

Ticket sales
Victoria 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.

Keeping you informed

Victoria 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.

Coach services
All 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. 15

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Enquiries, suggestions and comments

If you wish to make an enquiry, suggestion or comment, please write to: General Manager Victoria Coach Station 164 Buckingham Palace Road London 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 2999 londontravelwatch.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).

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Plan of Victoria Coach Station

ECCLESTON PLACE

Victoria Coach Station: Arrivals

Coach Arrivals screens

To Victoria Station 300 metres

Underground Buses National Rail

Green Line coach terminal

COLONNADE

Coach Arrivals screens Minicab booking desk

ELIZABETH STREET
STREET
ROAD

12 13 14

National Express Assistance Coach Departure screens

11

Coach Departure screens

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EBURY

International 16 Check-in
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Mobility Lounge

BUCKINGHAM

Megabus 18 assistance

Victoria Coach Station: Departures

PALACE

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Drivers rest area

Ticket Hall

SEMLEY

PLACE

KEY

Coach departure gates Buses towards Sloane Square and Pimlico Buses towards Victoria and Westminster Coach information

Toilets Toilets for mobility impaired customers Baby changing facilities Bureau de change Cash machine

Hotel bookings Left luggage Refreshments Taxi rank Telephones Coach tickets

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BULLEID WAY

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Local area map

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Hotels

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Tube map
Rail & Tube services in inner London
Uxbridge Amersham Chesham Watford Uxbridge Stanmore Luton Edgware

Wembley Park Neasden

Hendon
ZONE

Hendon Central Brent Cross Golders Green Cricklewood Hampstead Hampstead Heath Gospel Oak Finchley Road & Frognal

High Barnet Mill Hill East

Welwyn Garden City Hertford North

Cockfosters

Eneld Town Cheshunt

Highgate Archway Tufnell Park

Sudbury Hill Harrow Sudbury & Harrow Road

Harrow & Wealdstone Watford Junction

Aylesbury Watford Junction Hemel Hempstead

Dollis Hill

Willesden Green Kilburn

Harringay Crouch Hill

Turnpike Lane Harringay Green Lanes Manor House

Bruce Grove Seven Sisters

Tottenham Hale

Cheshunt Hertford East Stansted Airport Blackhorse Road

Chingford

Walthamstow Central
Epping Hainault

Stamford Hill

South Tottenham St. James Street

Sudbury High Hill Wycombe Sudbury Town

Wembley Central Stonebridge Park Harlesden Willesden Junction

Wembley Stadium

Kentish Town West Belsize Park Chalk Farm Camden Town Mornington Crescent St. Pancras International Euston

Upper Holloway

Stoke Newington

Walthamstow Queens Road

Brondesbury Park Kensal Rise Kensal Green Queens Park Brondesbury

ZONE

West Hampstead

Kentish Town

Arsenal Holloway Road

Finsbury Park

Rectory Road Clapton Hackney Downs Dalston Kingsland

Leyton Midland Road Stratford International Leyton

Alperton

West Ruislip

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Camden Road

Caledonian Road

Drayton Park

Canonbury Highbury & Islington

Hackney Central

Hackney Wick Stratford Maryland Stratford High Street Pudding Mill Lane

Barking Romford

Perivale

Hanger Lane

Kilburn Park Kilburn South High Road Hampstead Maida Vale Warwick Edgware Avenue Road Marylebone Royal Oak
ZONE

St. Johns Wood Great Baker Street Portland Street Warren Street Regents Park Bond Street Oxford Circus Tottenham Court Road

Kings Cross Angel

Caledonian Road & Barnsbury

Dalston Junction Haggerston

London Fields Cambridge Heath Bethnal Green

Homerton

Essex Road Farringdon Euston Square Barbican Russell Square Chancery Lane City Thameslink Moorgate St. Pauls Bank Mansion House Blackfriars Temple Cannon Street Monument Tower Hill Fenchurch Street Tower Gateway Wapping
ZONE

Ebbseet International

Park Royal North Ealing Ealing West Broadway Ealing West Acton Acton Main Line

ZONE

Latimer Road North Acton White City East Acton Wood Lane Shepherds Bush Market Goldhawk Road Hammersmith

Paddington ZONE Westbourne Park Ladbroke Grove Shepherds Bush Holland Park Bayswater Notting Hill Gate

Edgware Road

Hoxton Old Street Liverpool Street Shoreditch High Street

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Abbey Road Plaistow

Barking Upminster

Mile End

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Bromley by-Bow

Goodge Street Holborn Covent Garden Leicester Square Charing Cross

Lancaster Gate

Stepney Green

Bow Church Devons Road Langdon Park All Saints Blackwall Poplar East India

West Ham Star Lane

Upminster Tilbury
ZONE

Queensway High Street Kensington

Greenford Heathrow Airport Slough Ealing Common

Acton Central South Acton Acton Town

Marble Arch Green Park

Aldgate Shadwell

Aldgate East

Whitechapel

ZONE

Kensington (Olympia)

Hyde Park Corner Knightsbridge

Piccadilly Circus

Westferry Limehouse

Canning Custom House Town Royal for ExCeL Victoria Beckton Emirates Royal Docks

South Ealing

Barons Court West Kensington Earls Court

Gloucester Road

Sloane Square

Victoria St. Jamess Park

Westminster Embankment

Heathrow Airport

Chiswick Park

Turnham Stamford Ravenscourt Green Brook Park

South Kensington Pimlico

River Thames
Rotherhithe Bermondsey

West India Quay

North Greenwich for The O2

West Silvertown
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West Brompton Gunnersbury Kew Bridge Fulham Broadway Chiswick Parsons Green Kew Gardens Barnes Bridge North Sheen Putney Bridge Imperial Wharf

Canary Wharf Canada Water Heron Quays South Quay Crossharbour Mudchute Island Gardens

Waterloo and Waterloo East

Southwark London Bridge Borough

Emirates Greenwich Peninsula

Lambeth North

Surrey Quays

Brentford
Hounslow Staines

Battersea Park

Vauxhall Elephant & Castle Queenstown Road (Battersea) South Bermondsey

ZONE

Deptford

Cutty Sark for Maritime Greenwich Greenwich

Westcombe Park

Woolwich Dartford

River Thames
Barnes Mortlake Putney East Putney Southfields Wimbledon Park Wimbledon Clapham Junction Wandsworth Town Earlsfield Haydons Road

Oval

Kennington

St. Margarets

Richmond

Wandsworth Road Clapham High Street Clapham North Wandsworth Common Balham Clapham Common Clapham South

Stockwell Loughborough Junction

New Cross Queens Road Peckham Nunhead New Cross Gate Brockley Honor Oak Park Forest Hill
Crystal Palace Croydon

Maze Hill

Charlton

Deptford Bridge Elverson Road Blackheath Lewisham Hither Green Kidbrooke

Bexleyheath Dartford

St. Johns

Denmark Hill Brixton

Peckham Rye East Dulwich

Twickenham Staines
Transport for London and ATOC December 2012 poster

Hampton Court Woking Guildford

Sutton

Streatham

Morden

Crystal Palace Croydon Gatwick Airport

Herne Hill
Orpington Swanley

North Dulwich
Croydon Gatwick Airport

Crofton Park
Gatwick Airport

Ladywell
Catford Swanley Hayes Sidcup Orpington
Archway

Streatham

Bakerloo Central Circle District

District (limited service) Hammersmith & City Jubilee Metropolitan

Northern Piccadilly Victoria Waterloo & City

Docklands Light Railway London Overground Emirates Air Line

Chiltern Railways c2c First Capital Connect First Great Western

Greater Anglia Heathrow Connect Heathrow Express London Midland

Southern Southeastern Southeastern high speed South West Trains

Interchange stations Airport Riverboat services

Station in both fare zones Emirates Air Line fare zone

23

24

25

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 coaches

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

PG20299 Cabwise_90x60mm:1

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CABWISE is Transport for Download our free that Cabwise Londons text service helps appnd to book you a cab. your nearest Simply text CAB to 60835 and three easy steps. well use GPS to text your two nearest numbers and Search minicab Cabwise in the app one taxi (black cab) number store or alternatively visit straight to your mobile. Remember, your minicabs download if the app to your not booked its dangerous. mobile and itll be there Be CABWISE . need it. whenever you

minicab or taxi (black cab) in

tfl.gov.uk/cabwise to

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.

Victoria Coach Station 164 Buckingham Palace Road London SW1W 9TP Enquiries: Email: VictoriaCoachStationEnquiries@tfl.gov.uk Website: 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