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Stay Home. Save Lives. Protect the NHS.

Last updated: 14/01/2021

Important Information - National lockdowns

Due to the worsening spread of coronavirus, the government is urging everyone to stay home as much as possible. If you are travelling, check the local guidance beforehand for EnglandScotland and Wales.

Should you need to change your travel plans as a result, you can click here to find out more about refunds and amendments.

Changes to our timetables

From Monday 18 January, we will be introducing an amended timetable that will more closely reflect the current demand for our services whilst still allowing key workers, and those needing to make essential journeys, to travel with confidence.

For more information please visit our timetables page.

Guidelines on face coverings

You must wear a face covering (unless you are exempt) when onboard a train in England, Scotland and Wales.

In line with guidance from the Government, you must now also wear a face covering when you’re at a station in England and Scotland. If you’re at a station in Wales, we’d still strongly suggest wearing a face covering to protect yourself and others. 

Some people may not be able to wear a face covering such as young children, people with specific medical reasons, those with breathing difficulties or whose disabilities make it difficult for them to wear a face covering. 

For anyone who isn't wearing a face covering and isn't exempt, the penalty for failing to wear a face covering will now be £200 for a first offence, doubling each time to a maximum fine of £6,400 from the British Transport Police. For more information on this please see the Government guidance on face coverings.

For more information, please see current Government guidance for EnglandScotland and Wales.


Book before you travel

If you're travelling, travel at quieter times

We’re encouraging customers to book travel for quieter periodsCurrently, our busiest times are between 9.30am-2pm, and 4pm-6pm and all day on Friday. To help you understand when services are becoming too busy, we’ll highlight popular trains when you book a ticket on our website. You can also view busy trends herePlease take this into account and choose a quieter service where possible.

Book ahead

To help manage social distancing on our trains, we’ve significantly reduced the seating capacity. Therefore, we strongly recommend you book your tickets ahead and make a seat reservation. Bookings can be made up to five minutes before your scheduled departure on our website or app. If you don't have a reservation for your preferred train, there is no guarantee you'll be able to board.

Make a seat reservation

All Advance tickets will come with a reservation. If you’re booking a flexible ticket (Off-Peak or Anytime) in advance, please request a reservation with it. 

As we’re running amended timetables, you won't be able to reserve seats as far in advance as usual so you can check here when reservations will be open for your chosen travel date. If reservations are not available when you book, or, if you're a Season ticket holder, please book your place by contacting with your name, journey details and booking reference or ticket. 
Please note we can only provide reservations for Avanti West Coast services. If you're travelling with another train operator you'll need to contact them here to request a reservation.

You must sit in the seat you’ve been allocated to ensure safe social distancing. If you’re travelling with members of your household, you may sit together – but please maintain a safe distance from other customers. For any other enquiries please get in touch.

To help you get onboard, please familiarise yourself with our boarding zones which are detailed here.

Our Safe Travels Pledge

We’re committed to making sure you can travel with confidence. We are:

We're making more space which means more room for social distancing onboard

We're making extra room to help with social distancing onboard.

we're cleaning more than ever with extra focus on touch points in stations and on trains

We're cleaning more than ever with extra focus on touch points in stations and on trains.

We've put more hand sanitisers in our stations to help keep your hands clean

We've put more hand sanitisers in our stations to help you keep your hands clean.

We've added more signage, posters and guidance to keep you informed every step of the way

We've added more signage, posters and guidance to keep you informed every step of the way.

Watch this video to find out more about some of the ways we're helping to keep you safe:

COVID-19 travel safety video

As we increase our safety measures, we trust you'll also do your bit to help keep our services safe. Please make sure you follow guidance and understand the following measures in place before you travel:

Here’s how you can help keep services safe during your journey
At our stations
Onboard our trains

Needing assistance for your journey?

By letting us know your travel requirements in advance, we can help make sure you have a hassle-free journey.
We are still assisting customers onboard and in our stations with extra measures in place to ensure the safety of you and our teams. Our Passenger Assist team will be wearing gloves and face coverings for your protection as well as socially distancing where possible. We kindly ask that, where possible and safe to do so, you do the same. You can find more information here Assisted Travel.

Updated timetables

We will be introducing an amended timetable on Monday 18 January that will more closely reflect the current demand for our services whilst still allowing key workers, and those needing to make essential journeys, to travel with confidence.

We will be running four trains per hour to and from London Euston serving the West Midlands, Liverpool, Manchester and Glasgow in addition to a number of services to North Wales, Shrewsbury, Blackpool and Edinburgh.

This means that some of our current weekend train times are subject to change.
We advise that you check back 2-3 days before for tickets and the most up-to-date timetable.

Anyone impacted by these changes, who has booked with us via our website or app, will be contacted directly via email.

As other operators’ timetables may also be changing, we advise, as always - to check before you travel and plan ahead.

View our timetables in more detail here:

Updated timetables

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 the Planned improvement works page.

COVID-19: Changing your travel plans

For refund information specific to the Christmas Travel Window, please visit our Christmas Travel Refund Information.

All refunds and amendments should be requested where you originally bought your ticket. For tickets purchased through another retailer, you'll need to get in touch with them directly for advice on changes and refunds.

For tickets that have been purchased directly with us (on our website, app or from colleagues at stations), please see guidance below:

I have an Anytime, Off-Peak or Super Off-Peak ticket
I have an Advance ticket
I have a Season ticket
I have a Car Park Season ticket
I have a Railcard and I need to find out if I will be give an extension or a discount on renewal
I have a Plusbus ticket
I have a Rail Travel Voucher


What constitutes a face covering?
What do rail staff do to make sure people wear face coverings on trains?
Who should be wearing a face covering?
What if I can’t wear a face covering for medical reasons or due to a disability?
When should I be wearing a face covering?
What should I do if I’m sitting in a carriage with someone who isn’t wearing a face covering?
What do I do with my face covering when I am finished with it?
When is best to travel and how do I avoid busy periods?
What is the cross-border travel advice (if I'm travelling between Scotland, England or Wales)?
How can I make a reservation?
What should I do if the train I request is full?
What happens if my train is cancelled?
What are your ticket office opening hours?
Can I use cash?
Are Avanti West Coast providing hand sanitisers?
Are toilets still open on trains and at stations?
Can I use a train if I am showing cold or flu-like symptoms?
Can I use a train if I have coronavirus?
Can I use a train if I have been asked to self-isolate?
Who can travel by train?
Where should I sit on the train?
Which catering facilities are available onboard?