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 during the COVID-19 pandemic?
Our Passenger Assist service remains available during the COVID-19 pandemic, 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.
In line with Government Guidance, you must wear a face covering (unless you are exempt) when you’re at a station and whilst onboard a train.
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 England, Scotland and Wales.
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 Hidden Disabilities Sunflower scheme. By wearing the Hidden Disabilities Sunflower, 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.
Click here to find out more about the Sunflower Scheme.
Alongside this, we also still recognise Just a Minute (JAM) cards. For more information about JAM cards, please take a look here: JAM cards
What if I need help with my luggage?
We can help with your luggage, but we’d really appreciate if you could limit the amount you bring along to the essentials. The need for fewer staff helps to manage effective social distancing.
We introduced an amended timetable that reflects the current demand for our services whilst still allowing key workers, and those needing to make essential journeys, to travel with confidence. Our weekday timetable is now confirmed up to and including 26 March 2021. For weekend travel, dependant on your date of travel, the timetable is currently only being confirmed by 2-3 days prior to each weekend.
We advise, as always - to check before you travel and plan ahead!
View our timetables in more detail here:
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: