How can we help?

At this time our call centre is experiencing a high number of calls. This means that you may have to wait longer than normal to speak to a member of our team. Instead, you can find relevant information via our Help and Support portal here:

Find answers to your questions

Looking for more information?

Explore our other help pages below.

How we handle complaints

We take customer complaints seriously.

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Read our Passenger Charter

Our Passenger Charter is our promise to you. It’s our way of showing that we’re committed to the highest quality rail service.

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Delay Repay

We’ve implemented Delay Repay to help if you were delayed by 15minutes or more.

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Customer feedback survey

Let us know how we did...

Customer feedback survey

Need to change your seat?

You can now amend your seat reservation via our website or app. Ts & Cs apply.

Click for more information >

Upgrade your ticket

Make every journey extra special with a First Class or Standard Premium upgrade.

More on upgrades >

Live train times and timetable information

Download the latest timetables, see live train times and check on planned works.

Check before you travel >

Avanti West Coast app

Explore our app, find tickets, information all in one place.

Download our app >

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Book Passenger Assist

Check engineering works

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