Victoria Coach Station
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Transcript of Victoria Coach Station
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.
54
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.
98
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.
1110
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.
1312
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.
1716
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: [email protected]
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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TicketHall
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Coach Departurescreens
MobilityLounge
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Victoria Coach Station:Departures
National ExpressAssistance
Driversrest area
Megabusassistance
Victoria Coach Station:Arrivals Green
Linecoach
terminal
Coach Arrivalsscreens
Minicabbooking desk
Coach Arrivalsscreens
To Victoria Station300 metres
Underground
Buses
National Rail
1
V
W
KEYCoach departure gates
Buses towardsSloane Square and Pimlico
Buses towards Victoriaand Westminster
Coach information
Toilets
Toilets for mobilityimpaired customers
Baby changing facilities
Bureau de change
Cash machine
Hotel bookings
Left luggage
Refreshments
Taxi rank
Telephones
Coach tickets
Local area map
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Bus station
Taxi rank
Public toilet
Library
Theatre
Footpaths
Underground exit
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War Memorial
GeneralFoch
Tennis Courts
dad & TobagoCommission
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Republicof IrelandEmbassy
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WestminsterCity School
WindsorHouse
Cardinal Place
Embassy of theRepublic of Korea
RubensHotel Eland House
NationalTrustShop
Crowne PlazaLondon St. James
WestminsterChapel
WestminsterKingswayCollege
AllianceHall
Royal MewsSH
Ministry ofJustice
Embassy of theRepublic of Macedonia
Kingdom ofSwazilandHigh Commission
Wellington Barracks
The GuardsMuseum
MinistryJustice
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Royal College ofDefence Studies
BolivianEmbassy
Embassy of theCôte d’Ivoire
St. Peter’sChurch
AbbeyCollege
Green LineCoach Terminal
The GrosvenorHotel
The GoringHotel
Victoria PlaceShopping Centre
Identity andPassport Service
Hesperia LondonVictoria Hotel
ThePeak
ApolloVictoriaTheatre
VictoriaPalaceTheatre
Victoria ParkPlaza Hotel
PortlandHouse
Queen MotherSports Centre
St. VincentDe Paul RC
Primary School
Cardinal Place
WestminsterCathedral
Archbishop’sHouse
Army CareersInformation Office
WestminsterCity Hall
GrangeWellington
Hotel
St. Stephen withSt. John’s Church
House ofFraser
Grange Rochester Hotel
Royal HorticulturaSociet
WestminsterKingsway
College
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St. Barnabas C of EPrimary School
St. Michael’sC of E Church
The BelgraviaHotel
VictoriaCoach Station
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VictoriaCoach Station(Arrivals)
Victoria Library(WestminsterMusic Library)
NationalAuditOffice
St. Peter’s EatonSquare C of EPrimary School
EdwardHouseHotel
ComfortInn
Windermere
InchbaldSchool ofDesign
Hotels
HotelsEmbassy ofthe Republic ofAlbania
Hotels
Hotels
PremierInn
Hotels
EatonSquareSchool
Hotels
Sainsbury’sMarket
Best WesternVictoria Palace
Hotels
Hotels
Hotels
Hotels
GordonHospital
St. James theLess Church andParish Centre
VictoriaVictoria
VictoriaVictoria
Victoria CoachStation
Victoria CoachStation
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River Thames
River Thames
PiccadillyCircus
BrixtonHerne Hill
TottenhamCourt Road
BowRoad
BowChurch
WoodLane
EalingBroadway
WembleyStadium
BrondesburyPark
EdgwareRoad
Plaistow
Wembley Park
Farringdon
Baker Street
Gospel Oak
NottingHill Gate
High StreetKensington
GoodgeStreet
Hanger Lane
Wembley CentralSudburyHill
EalingCommon
Balham
Clapham High Street
Wimbledon
Clapham North
Hammersmith
Perivale Kilburn ParkMaida Vale
WarwickAvenue
WarrenStreet
Kensal Rise
Upper Holloway
CaledonianRoad &
Barnsbury
SouthTottenham
BethnalGreen
ShoreditchHigh Street
Hoxton
Rotherhithe
Wapping
Surrey Quays
Haggerston
KilburnHigh Road
SouthHampstead
Brondesbury
Sudbury &Harrow Road
Kensal GreenFinchley Road
Kentish TownWest Hampstead
Queen’s Park
EustonSquare Barbican
Sudbury Town
Alperton
Park Royal
North Ealing
Goldhawk Road
Highgate
Archway
Tufnell Park
Camden Town
Bruce GroveHarringay
Hendon
Stonebridge Park
Harlesden
Parsons Green
Pimlico
Putney Bridge
Battersea Park
East Putney
Southfields
Wimbledon Park
Shepherd’sBush Market
ChiswickPark
TurnhamGreen
StamfordBrook
Mortlake
HaydonsRoad
Putney WandsworthTown
RavenscourtPark
WestKensington
St. James’sPark
Southwark Canada Water
Bermondsey
MazeHill
Charlton
SouthEaling
NorthSheen Barnes
Chiswick
Barnes Bridge
WandsworthCommon
Wandsworth Road
KewBridge
Denmark Hill
Nunhead
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St. Margarets
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Hyde Park Corner
Temple
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ActonMainLine
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Queensway MarbleArch
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OxfordCircus
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WestActon
NorthActon
HollandPark
LancasterGate
BaronsCourt
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ChanceryLane
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LatimerRoad
Finchley Road& Frognal
Essex Road
Westbourne Park
Ladbroke Grove
Royal Oak
SouthKensington
Richmond
Earl’sCourt
Dollis HillWillesdenGreen
Kilburn
Neasden
Brent Cross
Hendon Central
Hampstead
Hampstead Heath
Kentish TownWest
WalthamstowQueen’s Road
LeytonMidland Road
CamdenRoad
Golders Green
Cricklewood
Swiss Cottage
Bayswater
Kew Gardens
Gunnersbury FulhamBroadway
St. John’s Wood
MorningtonCrescent
CoventGarden
RussellSquare
London Fields
Clapton
St. JamesStreet
Cambridge Heath
Bethnal Green
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: [email protected]: 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.