Help & Support


I was delayed

Was your train delayed by 15 minutes or more?

Claim Delay Repay

I want to change my ticket

Want to change the time or date of your ticket?

Find out more

I want a refund

Are you looking for refund information?

How to get a refund

Need more help?

Have a question but can't find the answer?

More help

View our timetables

Click here to view our latest timetables information

Click here

Disruption and train times

Want to check train times and disruption?

Click here

Abandoned your journey?

No longer able to travel due to travel disruption?

Click here

Strike action

Was your journey impacted by strike action?

Find out more

Please note: For tickets purchased through another retailer (such as Trainline, or another operator's website or station), you'll need to get in touch with them directly for advice on changing your journey.

If you've booked via our Avanti Website, App or at one of our stations then please use the link below to find out how you can change your travel date or journey time.*

Change your ticket or change your journey time

*available on selected tickets only.

Refund icon

All refunds should be requested where you originally bought your ticket. For tickets purchased through another retailer (such as Trainline, or another operator's website or station), you'll need to get in touch with them directly for advice on refunds.

For information on which tickets are refundable and how to claim a refund, please use the below link: Refund your ticket

Refund icon

Getting you where you want to go

Planning a journey? Get all the information you need before you travel via our train times page.
Here you can search for a journey, check train times and see other popular destinations in case you fancy a detour.

Before you travel, check our timetables page for the most up to date timetable information.

Search for live train times View our timetables

You can also sign up for Advance ticket alerts to be notified when tickets become available: Sign up for Advance ticket alerts >.

Planned improvement works

We advise you to check before you travel and only continue with your journey if it’s essential. You can find all the details and changes to our services on our planned improvement works page.


Help and Support FAQs

Have questions that need answering? The quickest way to find the information you need is via the links below:

How can I apply for a refund or cancel my ticket?

How can I change my journey?

I abandoned my journey - how do I get a refund?

What time are Off-Peak tickets valid?

How can I contact Avanti West Coast?

Where do I go for Lost Property?

By letting us know your travel requirements in advance, we can help make sure you have a hassle-free journey. If you know you are going to be travelling and want to book Passenger Assist for your next trip use our online passenger assist form.

Will assistance still be available if I haven’t booked?

If you need a hand on the day and haven’t booked, we will do everything that we can to help. Please speak to a member of our Passenger Assist team, who will be able help you with your specific needs.

If there are no members of our team available, please contact us on social media @avantiwestcoast or by using the station help points.

Join our accessibility community

A space for everyone to share travel tips, inspiration, ideas and hear from the Avanti West Coast team about what we’re doing as a business to drive positive change.

Join our Facebook accessibility group

The Sunflower scheme

We recognise that not every disability is visible, and we hope all our customers can travel with dignity. That’s why we’ve partnered with The Sunflower Scheme. By wearing The Sunflower Scheme lanyard, you can discreetly indicate to our staff that you may need additional support or a little more time.

To learn more about the Sunflower Scheme, please visit our Sunflower Scheme webpage.

Alongside this, we also still recognise Just a Minute (JAM) cards. For more information about JAM cards, please visit the JAM website >


Dealing with delays

In the event of a delay, we want you to feel well equipped with all the information you'll need to get your journey back on track.

Find out more >

Download our Avanti West Coast app

A great way to book tickets whilst on the go, have all the information you need in the palm of your hand and stay up to date with the latest track news.

Find out more >