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 www.nationalrail.co.uk 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.
Delays
Disruptions
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 avantiwestcoast.co.uk/pledges.
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 avantiwestcoast.co.uk.
Complaints
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
- Sufficient room for all passengers to sit/stand
- Claim rejected
- Punctuality/reliability (i.e the train arriving/departing on time)
- Ticketing and refunds policy
- The attitudes and helpfulness of the staff at station
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