Travel Overview
First Rail London is committed to delivering excellent journeys for every customer using the London Overground. Our approach is built around dependable services, clear information, and a welcoming environment at every point in the journey. We aim to make travel seamless, accessible, and supportive—whether passengers are commuting, connecting between services, or travelling for leisure.
We focus on reliable operations, intuitive wayfinding, consistent real-time information, and visible staff presence to help customers feel confident and cared for. Our role is to connect communities across London through a transport network that is safe, inclusive and easy to use.
Route Map
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Accessibility
We are committed to providing an accessible railway that supports independent and assisted travel for all. We offer Turn Up and Go (TUAG) at every station.
Our teams are trained in accessibility awareness, customer care, and inclusive service delivery. Stations and trains are equipped with features such as lifts, step free routes where available, Help Points, and clear signage, with ongoing plans to improve reliability and availability of accessibility critical assets.
Through continuous customer insight and close collaboration with Transport for London, we work to remove barriers and support customers with disabilities, older passengers, and anyone needing extra assistance.
Customer Information Pledges
We understand how important it is that you get the right information about your journey as quickly and as accurately as possible. That’s why, along with the rest of the Rail Industry, we’ve signed up to meeting Customer Information Pledges. These pledges are designed to ensure consistency between operators and to give you a more seamless journey, particularly during instances of disruption.
Details of all the individual pledges themselves can be found at Customer Information Pledges | Rail Delivery Group
Information on disruption
For details of specific incidents happening at the moment involving our services, please visit TfL page.
First Rail London does not operate a customer website, telephone enquiry service, alerting facilities or social media for the London Overground network but we provide information to both Transport for London and National Rail Enquiries for inclusion in the following information services:
Transport for London
- Customer Services Team – 0343 222 1234, 08:00-20:00 seven days a week.
- Customer website and mobile site; journey planner; service update boards (live line statuses); e-mail updates.
- @TfL X channel
- Download the TfL Go App
National Rail Enquiries
- Customer website, mobile site and mobile app; journey planner; live departure boards
- Alerts can be set up via this link
Safety and Security
Keeping passengers safe is central to our operation. First Rail London provides a secure network through visible staff, CCTV, well maintained stations and trains, and strong partnerships with the British Transport Police and Transport for London.
Our approach includes:
- All stations staffed from first train to last train
- Dedicated security teams patrolling the network
- A welcoming, well-lit and clean station environment
- Help points available at every station
- All stations and trains covered by CCTV
- Safeguarding policies and collaborative working with specialist organisations to support vulnerable passengers
These measures help customers feel safe, supported and confident whenever they travel.