Travel with confidence

Last updated: 23/07/2021

Important Information

We're committed to making sure you can travel with confidence and, in line with government guidance, continue to adapt so that you feel safe every time you use our services. On this page, you'll find useful information to help you prepare for your journey. Please continue to follow government guidance for travelling in EnglandScotland and Wales.

Guidelines on face coverings

In line with government guidance for England, please respect others and, unless exempt, wear a face covering in crowded spaces throughout your journey.
If you're travelling to or within Wales or Scotland, you must continue to wear a face covering (unless exempt) when you're at stations and whilst onboard the train.

Reduced timetable

Please be aware that we will be operating a reduced timetable, which will come into effect on Monday 26 July until Monday 30 August. This will affect our Manchester and Birmingham routes, where services will be reduced to one train per hour. Services to and from North Wales will also change – with one train per day and a shuttle service between Holyhead and Crewe. We always try to contact anyone impacted by these changes, who has booked with us via our website and app, directly via email but customers should always check before they travel for the latest updates about their journey.

Visit our timetables page 

Book ahead 

Following the government's announcement that restrictions have eased in England, we have increased the availability of seats onboard our trains. We recommend that you book your tickets in advance and make a seat reservation to secure a place on your preferred train. Bookings can be made up to five minutes before your scheduled departure on our website or app.

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. 

At this time, you may not be able to reserve seats as far in advance as you usually could. 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 speaking to a member of staff in the ticket office of the station at which you bought your season 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.

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

FAQs

Here’s how you can help:
At our stations we have:
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. 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 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.

How are our staff keeping things safe?

Our Passenger Assist service remains available, 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, you do the same.

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, a little more time or that you’re unable to wear a face covering.

To find out more, please click here.

Alongside this, we also still recognise Just a Minute (JAM) cards. For more information about JAM cards, please take a look here: JAM cards

Update to our timetables

From Monday 26 July we are introducing a reduced timetable on the West Coast Main Line.
This will ensure a reliable service, so our customers can travel with confidence.

We’ll be operating one train per hour from London to Manchester, West Midlands, Liverpool and Glasgow with additional services to Wrexham, Shrewsbury, Blackpool and Edinburgh. A shuttle service will operate between Holyhead and Crewe. This timetable is expected to run until Monday 30 August 2021 (inclusive).

We’ll always try to contact anyone impacted by these changes, who has booked with us via our website or app, directly via email. Customers should always check before they travel for the latest updates about their journey.

Visit our timetables page

We advise, as always - to check before you travel and plan ahead.

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

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:

FAQs

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
My train has been cancelled


FAQs

FAQs

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 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 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 have coronavirus?
Can I use a train if I have been asked to self-isolate?
Which catering facilities are available onboard?