Policies and Procedures

We're committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Read more about it here.

Our policies and procedures

We’re committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Here’s where you’ll find the details of how we’re delivering on our promises.

Want to make a complaint?

Read our complaint handling procedure.

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Need extra assistance when you travel?

Read our Accessible travel policy.

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How are we doing our bit for the environment?

Read our environmental policy.

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How do we make sure we’re a responsible employer?

Read our statement on modern slavery.

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Baby on board?

Read our mums-to-be policy.

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How do I get information in Welsh?

Sut mae cael gafael ar wybodaeth yn Gymraeg?

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How do we protect the needs of our passengers?

Read our Passenger's Charter.

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How do we protect your personal data?

Read our privacy and cookie policy.

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Want to read the fine print?

Read our terms & conditions.

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How we keep you safe?

Find out more about how we keep our stations safe and m…

Find out more

Sut mae cael gafael ar wybodaeth yn Gymraeg?

Fel rhan o’n rhaglen o welliannau, rydym wedi cyflwyno Polisi Iaith Gymraeg.

Dysgu mwy >

Customer Report

Over the next few years, Avanti West Coast is going to build on the great success of Virgin Trains. Read more in Customer Report.

Download now