Help keep our services safe for those who need them most.
Only travel by train if you have no other alternative.

Last updated: 25/05/2020

Please follow latest Government guidelines and only travel by train if you have no alternative. Help us keep our services safe for those who need them most.

Updated timetables

There are new updates to our timetable. These changes will take effect from 18 May 2020, and can be viewed here:

Updated timetables

Please note that timetables are being updated more frequently than usual at this time, so please check your journey before you travel. For travel dates below, timetables are due to be available as follows:

Book before you travel

To help keep you and our colleagues safe, we have reduced the seating capacity onboard our trains to promote social distancing. For journeys from 18 May 2020 onwards, we therefore strongly recommend you book a place on the train to travel on our services, as there will be very limited availability. If you don’t have a booking for your preferred train, there’s no guarantee you’ll be able to board.

If you’re making a booking on or after 15 May, you’ll get a reserved space automatically with your booking. It won’t be a specific seat number, but your place is counted and you can take a seat onboard in line with social distancing guidelines.

If you’ve already made a booking for one of our services, the train you planned to travel on may have been affected by the timetable changes. If this is the case, your ticket will be accepted on the service either side of your originally booked train.

To make sure you can board your preferred train, or if you are a flexible ticket or Season ticket holder, please book your place by contacting seat.reservations@avantiwestcoast.co.uk with your name, journey details and booking reference or ticket.  Please note that seat preferences are not possible at this time.

See our FAQs for more information. 

For any other enquiries please get in touch.

Safe travels

As we increase our safety measures, we trust you’ll also do your bit for the safety of our colleagues, customers and communities.
How you can protect others:

• Wear face coverings at our stations and onboard.
• Use contactless payments where possible.
• Keep on top of good hand hygiene.
• Respect social distancing.
• Support our staff and follow their guidelines.

Our teams are:

• Encouraging good hand hygiene among our staff in line with the advice from Public Health England.
• Enhancing cleaning routines onboard our trains and at stations with a focus on door buttons, grab handles, tables, equipment and all touch points.
• Requesting contactless payments and ticket inspections where possible.

At our stations:

• Queue management will be in place outside some stations to support social distancing inside and on platforms.
• All Ticket Office counters will be fitted with a temporary screen for the period that social distancing remains in place. We are also temporarily reducing staffing in our ticket office to ensure our team are available for other roles vital to the running of the trains. The ticket office at Penrith is closed until further notice however staff are still available at the station should you need assistance.
• Wherever possible, customers flows will follow a one-way system.  This includes entrance and exit only points.
• We’ve increased signage and floor markings to help you safely find your way.
• Boarding controls will be established to help with social distancing onboard the train.   
• Our First Class Lounges and waiting rooms remain closed until further notice.
• Customers must have a reservation before boarding the train. These can be made up to five minutes before you’re scheduled to travel.

Onboard our trains:

• We’re actively managing capacity to enable social distancing. This will be promoted onboard with markers to guide you.
• Where possible, please follow the guidance below when taking a seat onboard –
• Sit at a window seat
• Sit one person per row
• Leave two empty rows between occupied seats
• Sit on alternate sides of the coach
• Avoid facing other passengers
• No standing
• If you’re travelling with other members of your household, you may sit together. But, please maintain a safe distance from others.
• Standing will not be permitted on any train.
• Tickets will be inspected visually, but not handled.
• Shops onboard Pendolino services will be open with protective screens and safety lines in place.
• Shops onboard Voyager trains are closed. Because of this, there are no food and drink options available onboard these services.
• First Class at-seat food and beverage services are suspended. If you’re travelling First Class on a Pendolino service and require refreshments, you’ll be entitled to complimentary snacks from our onboard shop. You’ll just need to present our colleagues with your ticket.
• We’re not accepting re-usable coffee cups at this time.

Needing help whilst you make an essential journey?

By letting us know your travel requirements in advance, we can make sure you’ll have a hassle-free journey. You can find out more information here Assisted Travel.

Planned improvement works

During the Spring 2020 season, Network Rail be working on vital improvements along the West Coast Main Line.

Over the Bank Holiday weekend of 23-25 May, sections of the West Coast Main Line will be closed whilst Network Rail carry out essential upgrade works. There’ll be a reduced timetable, some journeys will take longer and some may involve a rail replacement service.
 Find out more here

There’ll also be some changes to our weekend services from Saturday 4 April – Sunday 7 June. This is so Network Rail can continue to carry out ongoing improvement works.

During the weeks commencing 25 May, 1 June and 15 June, there’ll be further changes to our services to and from London Euston on Monday – Thursday evenings after 8pm, as Network Rail carry out essential improvement work. You can find all the details about planned improvement works and changes to our services on the Spring improvement works page.

Changing your travel plans

All refunds and amendments are processed at the point of purchase. If you got your ticket through another retailer, you’ll need to get in touch with them directly for advice on changes and refunds.

Fee-free refunds and amendments are available on tickets bought before 7am on 23 March 2020 for journeys on or after this date. This applies to all Advance, Off-Peak and Anytime tickets purchased direct at avantiwestcoast.co.uk, our app, as well as from our colleagues at stations and onboard.

If you’d like to apply for a refund, please read the following advice to understand which process applies for you.

"I purchased my ticket at avantiwestcoast.co.uk or on the app."

If you have an Anytime or Off-Peak ticket, and you have an account with us, the fastest way to amend your journey, or claim a refund, is by using My Account. For Anytime, Off-Peak or Super Off-Peak tickets, your refund can be requested within 56 days of your ticket's validity. Refunds and amendments to Advance ticket types can also be made via the My Account section of our website. However, you will need to request a refund before your booked train departs. Admin fees have been waived, but any price increase for alterations will need to be paid:

My Account: Refund Off-Peak, Advance or Anytime ticket

If you don’t have an account or experience any other issues using My Account then please fill in the following web form. Make sure you include your booking reference as these claims are processed manually.

Refund web form

“I bought my ticket at a station."

“I have a Season ticket.”

Season ticket holders can also apply for a refund, depending on the length of time unused on the ticket. Please note an admin fee applies for changes to Season tickets.

Because of discounts applied to long-term Season tickets, refunds are not made pro rata and annual Season tickets have no refund value after approximately 10 months. If this applies to you, please do not void your ticket. If you’re unsure, please email the team for more information.

You’ll be able to backdate your refund up to the last date on which you travelled, however, from the 12th May refunds can only be backdated up to a maximum of 56 days.

To find out more information and how to get a refund on your Season ticket, please follow the link below:

Season ticket refunds

We are currently experiencing a very high volume of refund requests for Advance tickets and Season tickets and they may take up to 28 days to be processed. Due to measures taken in order to minimise the spread of COVID-19, our call centre is closed at the moment. 

FAQs

Is it safe to travel on a train?

The current Government and NHS guidelines suggest that you should continue to use public transport for essential travel only. If your travel is essential and you need more assistance please use our Passenger Assist page.

Can I use a train if I am showing cold or flu-like symptoms?

If you are suffering cold or flu-like symptoms, you should now be self-isolating for 14 days according to government guidelines. You should follow NHS advice to reduce the risk of catching coronavirus or spreading it to others.

Can I use a train if I have been asked to self-isolate?

No. If you have been asked by 111 or a medical professional to self-isolate; or if you are have showing cold or flu-like symptoms then you should avoid public places and contact with other people for at least 14 days. The NHS has more information about how to self-isolate.

Can I use a train if I have coronavirus?

No. If you have been diagnosed with coronavirus or are showing symptoms, you should follow the advice from the NHS.

How can I make a reservation?

Reservations can be made at the time of booking your journey on the Avanti West Coast website – simply select the service you would like to travel on. If you have a flexible ticket (Off-Peak, Anytime) or are a Season ticket holder, you can make a reservation by getting in touch here: seat.reservations@avantiwestcoast.co.uk

My booking shows a reserved place but no allocated seat, do I need to add a reservation?

No – you’re all set, these are booked spaces rather than seat reservations. When taking a seat onboard, please respect social distancing following guidelines set out above.


Thank you for your continued support.