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.

Find out more

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.