Safety information

Safety and security

Staffing and assistance

• All Metro Tunnel stations are staffed from first to last service.
• Protective Services Officers (PSOs) will also be at the Metro Tunnel stations in the evenings until last service.
• You can use the red button on the platform Help Points to talk to station staff for assistance in an emergency.
• All 5 stations and all trains using the Metro Tunnel have CCTV cameras capturing video surveillance security footage.

Moving through the stations

• The Metro Tunnel stations are big spaces. Allow enough time to travel from surface level to the platform.
• Do not run inside the stations or down the escalators.
• Keep one hand tightly on the handrail at all times when using escalators.
• Use the station lifts if you’re travelling with luggage, a pram, bicycle or any other bulky items.
• Platform screen doors will help you board trains safely.
• In wet weather be mindful that surfaces around the station entrances and exits may be slippery.

Prohibited actions

• Smoking or vaping is not permitted anywhere within the station or onboard trains.
• Consumption of alcohol on the stations or onboard trains is not permitted.

In an emergency

Public emergency communications systems

Each station platform has a Help Point with a red and a green button.

• Pressing the green button gives you train timetable information.
• Pressing the red button gives you direct access to speak to the train driver and station staff for assistance in an emergency.

Train carriages are also equipped with an emergency communication system. This provides direct communication with the driver if assistance is required.

Within the tunnel

Both of the new twin tunnels include a level walkway if passengers need to evacuate a train.

Do not attempt to leave a train in the tunnel unless advised by staff or emergency personnel and only when the train is at a complete stop.

The Metro Tunnel also includes 26 cross passages - one around every  230m through the length of the tunnel. These passages allow people (including emergency services) to move from one tunnel to the other in an emergency.

Fire exits

Emergency evacuation stairs and passageways are located at each station and near the tunnel entrances for use in an emergency. These stairs and passageways inside the stations are painted a bright orange to help guide you out.

In an emergency do not use the station lifts. If you are unable to use the evacuation stairs, there are special refuge locations within the stairwells to stay until emergency services arrive.

If unsure, dial 000 and wait for instructions.

Tunnel surveillance

The Metro Tunnel is equipped with CCTV and special technology to detect any unwanted intruders in the tunnels. If detected, trains can be halted until the intruders are removed.