TfL is urges customers to seek staff help to recover items that fall onto the tracks
Transport for London (TfL) is urging customers to seek staff help to recover items that fall onto the tracks rather than risk danger trying to retrieve items themselves.
The appeal comes after the number of reported incidents involving items on Tube tracks more than doubled between 2022 and 2025.
People risk serious injury to themselves and others, as well as prosecution and a fine, by going onto live tracks and are reminded to always seek help from trained staff who can safely retrieve items.
Trained staff members use a Track Retrieval Device to pick up items without needing to go onto the tracks. The device has a range of attachments that retrieve objects of varying sizes, from mobile phones and earbuds, to larger items such as hats and shoes. Occasionally, staff may need to go onto the tracks to retrieve the item and sometimes wait until the end of service. Staff always aim to return the item to its owner as quickly as possible.
Mark Evers, TfL’s lead on Customer Insight, Strategy and Experience, said: “When a valuable or important personal belonging falls onto the tracks, it’s natural to panic, but that moment of panic can cloud our judgement. Going onto the tracks to retrieve the item is extremely dangerous, endangering ourselves and others. No item’s worth that risk. We urge everyone to stay behind the yellow line and take precautions to prevent items from falling. If something does fall, our trained staff are ready to help, to save you putting yourself and others at risk.”
A customer who contacted TfL after this experience happened to them, said: “I dropped my phone on the tracks at Stratford station and the staff member I spoke to was extremely polite, patient and helpful. He spent a long time helping me look for my phone and, when we couldn’t see it on the tracks, arranged for the night staff to look for it so I could collect it from the office in the morning. I was so grateful for their efforts.”