Information and tickets

Provision of travel information during the journey

We work to improve customer information at all stages of a customer journey, including planning and preparing for travel. This includes information on our trains, the different services available onboard and timetables which are available from our website.

All of our trains have clear signage throughout, giving information about the location and availability of onboard toilets and priority seating.
All of our trains operate with at least one member of customer experience staff onboard and customers are encouraged to approach them with any questions. 
Information regarding the next station will be announced onboard by our Train Managers or through automated announcements.
This is also displayed visually onboard and in stations.

In the case of delays the Train Manager will make regular announcements and update customers frequently. Information about incidents which cause significant disruption is available from our website.

Safety information can be found onboard on posters and announcements encourage customers to review this. 

How requests for information are handled at the station

All of our managed stations have clear signage throughout, giving information about the location of key facilities including toilets and exits. 
Each of our managed stations are equipped with audible announcement and information screens to keep customers updated on the latest information. 
Additionally, all of our stations are staffed from first to last train by our customer experience teams and customers are encouraged to approach them with any questions.

Help points are provided and customers can contact us via social media which is staffed 24/7 except over Christmas.

How information about train schedules, tariffs and platforms is provided

Our train timetables are available on our website or through our app which can be downloaded from your app store.  This also includes the ability to check the price for any train currently available for booking.

Information about train platforms can be found on our app in the ‘live trains’ section, on the National Rail website at and on customer information screens at stations.

Ticket buying facilities

Customers can buy tickets for travel in advance or on the day of travel using our app, by visiting the ‘Buy now’ section of our website, or by calling our contact centre on 0345 528 0253.

There are ticket selling facilities, be it a staffed booking office or ticket vending machine at each station at which we call. Details of these can be found on the station information pages of our website or National Rail website.

Availability of staff at the station for information provision and ticket sales

All of our managed stations are staffed from first to last train by our customer experience teams and customers are encouraged to approach them with any questions.

The hours of ticket office operation together with the staffing arrangements for all of the stations we call at can be found on the station information pages of our website or National Rail website.

How information to disabled people and persons with reduced mobility is provided

We have improved our website to meet Web Content Accessibility Guidelines AA standards and we will continue to improve our app. Information on accessibility, access conditions and availability of onboard facilities for disabled people, people with reduced mobility and older people, is available on request from all staffed stations at which we call, our Passenger Assist team on 08000 158 123 (or use our text phone 0800 0158 124) or through our dedicated webpage Accessibility hub | Passenger assist | Avanti West Coast

Punctuality of services and general principles to cope with disruption to services.


Overall average delay of services in % per category of services

Average lateness of trains arriving at destination is 7.7 minutes (early trains counted as 0 minutes late for this calculation)

% delay at departure

23.0% of booked trains departed origin >=1 minute late

% delay at arrival (of which):

58.4% of booked trains arrived at destination >=1 minute late

% delay of less than 60 minutes

57.1% of booked trains arrived at destination >=1 minute and <60 minutes late

% delay of 60-119 minutes

1.2% of booked trains arrived at destination >=60 minute and <120 minutes late

% delay of 120 minutes or more

0.1% of booked trains arrived at destination >=120 minutes late

% of missed connections with other train services



AWC have contingency plans for line blockage scenarios around key geographies. These are reviewed at each major timetable change (typically 6 monthly), with Network Rail and other principal operators on the route. These operational contingency plans are supported by customer contingency plans – our customer information and customer handling plans.

In addition to these we have service recovery principles as agreed with Network Rail on how we endeavour to return the network to normal operation in a timely manner in support of customer journeys.

For key events such as major sporting fixtures, discrete contingency plans are developed to help deliver the best possible experience for customers.

Cancellation of services

9.1% of booked trains were cancelled (each DfT Full cancellation counted as 1 cancellation, and each DfT Part cancellation counted as half a cancellation for this calculation).

Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)

Station Cleaning

Our stations are cleaned throughout the day to keep the accommodation clean and today at all times and to BICs Standards (British Institute of Cleaning Science). Our aim is to improve the station environment by delivering a service that continually enhances customer satisfaction.

We want our stations to be clean, tidy and in a good state of repair. To achieve this, we will be working closely with the Cleaning partner to provide:

Daily Routine Cleaning at Stations

  • Public and Staff Toilets
  • First Class Lounges and Waiting room
  • Car Parks

Other Services

  • Periodic Deep cleans
  • Window Cleaning
  • High Level cleaning
  • Landscaping and vegetation

We carry out audits periodically at each station with a KPI target of 96% for Cleaning Standards. . These audits are completed with the station management teams and assured by the property team quarterly. Where there is any deviance from our KPI target a remedial plan is put in place by the supplier and contract management team.

Onboard Cleaning

Cleaning takes place of trains at every terminating station by our turnaround cleaners. We also provide at least 1 in-journey cleaner on 85% of our services for a duration of the journey. Enhanced cleaning levels where possible. Since the start of the pandemic touch point sanitisation has been provided, this continues to take place when time allows.

Technical measurement for air quality (eg. level of CO2 in ppm)

All of our train vehicles are fully equipped with air conditioning on board that receive regular maintenance to keep them in good functional condition. Avanti is trialling new filters with the aim to improve air quality further. We also continue to develop our use of remote HVAC performance data to pro-actively resolve air conditioning issues before they become apparent in service. Should one of our conditioning units fail our On Board Manager will do everything they can to move customers to an alternative coach where a unit is functioning correctly.

Availability of toilets

Our fleet is fitted with 534 toilets, of which 208 are accessible toilets (186 in First Class and 348 in Standard Class).

We measure the availability of our toilets into service. Avanti provided 99.4% of toilets operational into service during 2022/2023. To help us understand our toilet performance, we remotely monitor performance data and use the feedback on toilets from our customer surveys.

Customer satisfaction survey

Punctuality of trains

In the most recent Rail User Survey, 86% of passengers were satisfied with punctuality/reliability. Note this is over all operators, not just Avanti West Coast. Looking at our own Net Advocacy surveys, between April 2022 and March 2023 the average rating given for ‘the timeliness of your train’s departure and arrival’ was 7.5.

Information to passengers in case of delays

Information to passengers in case of delays Customers rated our ‘Onboard Information during a Delay’ at 7.0 out of 10 on our Customer Satisfaction Survey for both Q3 (October to December 2022) and Q4 (January to March 2023).

We have implemented Rail Delivery Group’s Customer Pledges which set out best practice for train companies, ensuring accurate and helpful information is conveyed to customers. More information can be found at

Any of services running over 10 minutes late should have a delay reason applied to give customer further information about the cause of the delay as well as updating in near real time the length of delay. This information is available through station information screens, onboard our refurbished trains with passenger information screens and through our App. Our onboard staff will also provide regular announcements to customers.

Accuracy and availability of information on train times/platforms

Customers completing our Customer Satisfaction Survey scored ‘Information about your Journey at the Station’ at 6.9 out of 10 in Q3, and this score improved to 7.6 in Q4.

Our mystery shopper programme, Moments that Make A Difference, found that

  • 99.1% agreed that Avanti ticket office staff offered an appropriate and helpful response to their enquiry. (8 Jan-31 March 2023, 109 of 110 mystery shoppers).
  • 89.4% of shoppers found that ‘all customer information screens were operational and displaying up to date information’ (8 Jan – 31 March 2023, 110 of 123 mystery shoppers).

Consistently good maintenance/excellent condition of trains

The ‘upkeep and repair of the train’ was rated 6.8 (Q3) and increased to 7.5 in (Q4) on our Customer Satisfaction survey. The ongoing refurbishment of our Pendolino fleet has had a positive impact on customer satisfaction with those customers on refurbished trains rating their satisfaction with Upkeep and Repair at 8.1 out of 10 in Q4.

High level of security on train/in station

Personal security during the journey is surveyed by Transport Focus on the Rail User Weekly Survey. From 17 Feb – 26 March 2023 Long Distance rail customers gave a score of 81%. The question ‘how would you rate your personal security onboard the train’ is now also included in the Avanti Customer Satisfaction Survey and the Q4 score was 8.0 out of 10.

Cleanliness of inside of the train

Customers scored the ‘Cleanliness and Tidiness of the Carriage’ 7.0 in Q3 on our Customer Satisfaction Survey, which increased to 7.8 in Jan – Mar 2023.

  • Cleanliness and freshness of the Toilets is also rated on the Customer Satisfaction Survey, receiving a score of 6.2 in Oct-Dec 2022 and increasing to 6.9 in Jan-Mar 2023.
  • Transport Focus’ Rail User Weekly data found that Avanti customers scored 82% for Cleanliness of the Train (based on data from 23 Sept – 19 March 2023).

Provision of useful information throughout the journey

Transport Focus’ Rail User Weekly report found that Provision of Information During the Journey for Avanti journeys scored 71% for (23 Sept to 19 March 2023).

Response times to information requests at the station

We do not capture the response times for information requests at stations however we seek to ensure that staff are visible and in the right place and equipped with the right information to help and advise our customers. On our Customer Satisfaction Survey customers rated ‘Information Provided about your Journey at the Station’ at 6.9 in Q3, rising to 7.6 in Q4.

97.4% (76 of 78) of Mystery Shoppers between 8 Jan – 31 Mar 2023 found that the member of staff on the platform was ‘friendly and helpful from the start of the interaction through to the end of the enquiry’.

Availability of good quality toilets on every train

Availability of Toilets Onboard’ scored 7.1 on our Customer Satisfaction survey in Q3 and 7.9 in Q4.

Amongst Mystery Shoppers for 8 Jan - 31 March, 95.3% found ‘all aspects of the toilet operational and clean, free from litter and graffiti’. (121 of 127 shoppers)

Feedback about toilet cleanliness received via our Social Media channels and our post-journey Customer Satisfaction Surveys is shared regularly with our suppliers to help further improve the levels of cleanliness onboard.

Cleanliness and maintenance of stations to a high standard

On our Customer Satisfaction Survey customers rated the ‘Upkeep and Repair of the Train’ – at 6.8 in Q3 and 7.5 in Q4.

Amongst Mystery Shoppers, 95.3% agreed that the ‘train offers a comfortable environment in which to travel’. (8 Jan - 31 March 2023, 121 out of 127 shoppers).

Accessibility of stations and trains

All Avanti run stations are Category A (full step free) or Category B1 (step free access to all platforms - may include long or steep ramps). Access between platforms may be via the street. Train accessibility information can be found on our accessible travel policy page.

Assistance procedure in place

To read about our assistance procedure please visit our accessible travel policy page.

No. of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban)

Completed booked Passenger Assistance – 37562

Incomplete booked Passenger Assistance - 2752

Complete unbooked Passenger Assistance - 17953

Passenger assistance satisfaction - 85%

Complaint handling refunds and compensation for non-compliance with service quality standards

We want every experience you have with us to be an easy one. So we work hard to give you a great service every time. But we know sometimes things go wrong. If they do, we want to hear about it so we can make it right, and stop it happening again.

We will offer you compensation if appropriate, in line with our Passenger’s Charter, and the National Rail Conditions of Travel. We will take account of other relevant factors when deciding on levels of compensation and use our discretion where appropriate. If you are entitled to compensation, or we deem it appropriate to offer you discretionary compensation.

Information on how to submit a complaint regarding our services is available via


The following figures are for complaints received between 1st April 2022 to 31st March 2023.

The total number of complaints received during this period were 50,380. During the same period we closed 49,320 complaints. Please note complaints will have been received and closed outside of the reporting period, which is why the complaints closed is higher than received.

Against our target of resolving 95% of cases within 20 working days, our average resolution was 98.60%.

Average response time was 10.02 working days.

Top 5 complaints

  1. Sufficient room for all passengers to sit/stand
  2. Claim rejected
  3. Punctuality/reliability (i.e the train arriving/departing on time)
  4. Ticketing and refunds policy
  5. The attitudes and helpfulness of the staff at station






Quality on Train

Sufficient room for all passengers to sit/stand



Low satisfaction in this area was linked to the reduced timetable which had previously been introduced from 14th August to address high level of cancellations due to the industrial relations problems and traincrew shortage. This led to high volumes of contact throughout periods P5-P9. Following the introduction of the 7 train per hour timetable in December, we have noticed a step improvement from P10 to P13.

Delay compensation schemes

Claim rejected



The top classification reason under Delay Compensation schemes was claim rejected. When looking at the figures for 21/22 there was 2,080 complaints about Claim Rejected. The volume of claims handled in that time frame was 268k. This makes the claims processed to complaint percentage of 0.77%.. For 22/23 there was 3,882 complaints, however claims handled was much higher at 787k.The claims processed to complaints handled was 0.49%, showing a large improvement.

We are committed to continuously improving the customer claim experience. We analyse the reasons why customers complain to help identify opportunities to improve the front-end claim process to reduce situations that cause customer frustration. Claim rejections are often automated decisions, and a direct result of the information customers have provided us. The better we can intercept claims for other TOCs or customers accidently entering incorrect claim details the better we can reduce instances that lead to a complaint about a rejection or not enough level of compensation.

In Q4 we’ve also started a Delay Repay workshop alongside other First Group TOCs and our contact centre, First Customer Connect (FCC). The purpose is to look at the end to end claim process and share best practice and opportunities in order to make improvements to the Delay Repay claim process.

Train Service Performance

Punctuality/reliability (i.e. the train arriving/departing on time)



The main cause of high levels of cancellations and poor punctuality was problems with traincrew availability, due to the ongoing national industrial relations situation. A recovery plan was delivered during P2308-P2309, which led to return to a 7 train per hour timetable from 11 December 2022. Key workstreams of this recovery plan were delivered leading to improved traincrew availability and therefore improved customer perceptions of Timeliness of trains. This can be evidenced in the downward trend of complaints in section A.

Company policy

Ticketing and refunds policy



To make the refund process quick and easy for customers we created strike specific pages on our website pointing the customer to the web form to claim a fee-free refund. The Help and Support page of our website offers quick links for “I want a refund” and ‘My journey has been impacted by Strike Action’.

We have also introduced Virtual assistant "Ava". The virtual assistant was first introduced in April 2022 and is now dealing with roughly 12,000 conversations per month (8% monthly growth rate during FY24), with roughly 60% of conversations relating to how to claim refunds and delay repay compensation. Using the virtual assistant means customers can quickly be shown how to claim their refunds or compensation without having to call or email FCC for information. We estimate that the Virtual Assistant has diverted approximately 123,000 conversations from needing to contact the Contact Centre in FY23.

We have worked closely with Trainline during the strikes to support their customers through our chatbot, Ava. We kept our Trainline colleagues updated when we released statements or refund conditions etc. to ensure they could brief their teams & update their website.

Our virtual online assistant Ava displays the strike refund page to anyone clicking ‘refund’ to ensure that a fee-free refund is made. Also, to help those customers who have booked via a third-party channel such as we added a specific link to the Avanti virtual assistant.

Staff Conduct and Availability

The attitudes and helpfulness of the staff at station



Our stations teams have focused on improving our ability to solve problems for customers during the journey. Customer feedback on helpfulness of staff stations is reviewed each period at Station Working Groups and actions agreed and tracked. Examples of some of the actions are:

  • Station Manager with responsibility for Retail to explore additional queue bust shift;
  • Station Manager to arrange training in customer service for Lounge team – working with training team for course content
  • Gateline team, many of whom are quite new, having 1:1’s around behaviours/customer service
  • Station Manager to talk to disruption manager about reviewing local PIDD plans for Euston.

The average complaints per period for the second half of the year is lower than the first 6 months.

Total Complaints

Accessibility Issues 1%
Company Policy 10%
Complaints Handling 4%
Delay Repay 15%
Environment 0.0%
Fares and Retailing 5%
Provision of information 3%
Quality of Train 38%
Safety and Security 1%
Staff conduct and Availability 6%
Station Quality 1%
Timetabling and connection issues 2%
Train Service Performance 12%

Our Service Quality Regime

Alongside other UK Train Operating Companies, Avanti West Coast has implemented the Department for Transport’s Service Quality Regime from October 2021. This assesses Customer Experience standards across all 16 of our managed stations, onboard our trains, and also has a Mystery Shopping component for our frontline, web support and social media teams. Where inspections reveal results that are not up to standard, we are committed to improve these within specified timescales, again, as outlined by the Department for Transport.

From 1st April 2023, we are required to publish our Service Quality Regime results on our website every four weeks. The scores are measured against pre-determined Benchmarks, outlined in the below tables.

Service Quality Performance at our Stations

Ambience & Assets

Cleanliness & Graffiti


Ticketing & Staffing






FY23/24 P01 Periodic Score





FY23/24 P02 Periodic Score





FY23/24 P03 Periodic Score





FY23/24 P04 Periodic Score





FY23/24 P05 Periodic Score





FY23/24 P06 Periodic Score





FY23/24 P07 Periodic Score





FY23/24 P08 Periodic Score





FY23/24 Annual Average Score





Service Quality Performance on our Trains

Ambience & Assets

Cleanliness & Graffiti






FY23/24 P01 Periodic Score




FY23/24 P02 Periodic Score




FY23/24 P03 Periodic Score




FY23/24 P04 Periodic Score




FY23/24 P05 Periodic Score




FY23/24 P06 Periodic Score




FY23/24 P07 Periodic Score




FY23/24 P08 Periodic Score




FY23/24 Annual Average Score




Service Quality Customer Service Delivery

Staff Helpfulness

Online information




FY23/24 P01 Periodic Score



FY23/24 P02 Periodic Score



FY23/24 P03 Periodic Score



FY23/24 P04 Periodic Score



FY23/24 P05 Periodic Score



FY23/24 P06 Periodic Score



FY23/24 P07 Periodic Score



FY23/24 P08 Periodic Score



FY23/24 Annual Average Score