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.
Visit our timetables page
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.
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: