Coronavirus travel information

Get the latest updates regarding travel with us during this period.

Last updated: 03/04/2020

Essential travel only

As you’re no doubt already aware, it’s vital that you only travel with us if your journey is absolutely essential.

We’re here to keep those moving who need it most, and adjusted the way we travel to ensure the safety of our colleagues and key workers requiring essential transport. We urge all our customers to follow government guidance and determine if your journey is considered essential.

If this is the case then please allow more time for travel, ensure you take measures to manage good hygiene, and where possible help our colleagues by sticking to the two-metre social distancing rule. We’ll still be conducting ticket inspections, though we’ve informed our teams not to handle any tickets or devices.

We really appreciate your patience and support for our colleagues and one another to ensure the safety of everyone onboard and at stations

We’re running a reduced timetable

In line with government advice about COVID-19, we’re reducing the number of our services. These urgent measures are temporary, though there may be further alterations before we return to a full timetable.

Please use the links below to view our reduced timetable:

Download Saturday 04 April Timetable

Download Sunday 05 April Timetable

Download Monday to Friday from 06 April Timetable

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 or onboard."

If you bought through one of these channels, then you’ll need to go to one of our stations to get a refund. As we’re promoting social distancing during this period, we’ve extended the refund window. You now have 56 days from ticket expiry to make changes, so we’d advise staying at home right now and following government guidance.

If you’re self-isolating and so unable to reach one of our stations, we will accept applications for a refund made on your behalf.

Please use the link below to see a list of all our stations: 

Avanti West Coast stations

“I have a Season ticket.”

All Season ticket holders can also claim a refund for time unused on their tickets. 
Please note an admin fee applies to refunds and changes to Season tickets. 

To find out how to get a refund on your Season tickets, please use 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.  

Taking extra measures

We want to do everything possible to ensure the safety of our colleagues, customers and communities, whilst maintaining a service for those such as key workers who require essential travel.

We’ve taken extra measures and enhanced our cleaning procedures onboard and at stations. We’re also staying up to date with the latest advice and developments to implement new steps which minimise risk.

As a result, from Monday 23 March we’ll no longer be accepting cash onboard our trains or at our stations.

Learn more about the extra measures we’re taking below.

Keeping our colleagues and customers safe

To improve your safety, we’re:

  • Encouraging good hand hygiene among our staff in line with the advice from Public Health England.
  • Where possible, promoting two metre social distancing guidelines.
  • Enhancing cleaning routines onboard our trains and at stations with a focus on: door buttons, grab handles, tables and all touch points.
  • Regularly wiping clean all equipment such as phones, chip and pin machines, self-service ticket machines and point of sale systems.
  • Putting more sanitising products onto our trains for our staff to use on all hard surfaces.
  • Requesting customers to hold their ticket or device up for inspection rather than handling.
  • Closing our First Class Lounges until further notice.
  • Suspending our First Class at-seat service until further notice. 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.
  • Markers are in place at our shops to adhere with social distancing guidelines.
  • Unfortunately, shops onboard Voyager services have been closed. Because of this, there are no food and drink options available onboard.
  • Our waiting rooms are now closed. To ensure extra safety during this period, we’ve closed our waiting rooms until further notice. We’re really sorry for any inconvenience and will open them again as soon as reasonably possible.

We hope you’ll also play your part when travelling with us. All customers are asked to follow these guidelines whilst travelling:

  • Stay up to date with the latest coronavirus information by using the NHS or Department of Health and Social Care websites.
  • Only travel if your journey is essential.
  • Wash your hands with soap and water frequently for at least 20 seconds.
  • Use hand sanitiser whenever soap and water are unavailable.
  • Cover your mouth and nose with a tissue when you cough or sneeze, and then place the tissue into the bin straight away.
  • Understand that we’re not accepting re-usable coffee cups in our onboard shop at this time.
  • If you, or a member of your household, have any symptoms then please follow government guidance and do not travel.
  • Where possible, please follow the two metre social distancing guidelines.

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.

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.


Thank you for your continued support.


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