Travel with Confidence

We're committed to making sure you can travel with confidence

Last updated: 31/03/2022

COVID-19 What we’re doing

Fresh air

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We're ventilating trains to refresh air.

Extra cleaning

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We're extensively cleaning train and stations.

Keeping you up to speed

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We're providing up to date and accurate information based on government guidance.

Please be aware, we have introduced additional services to our timetable. As a result, we’ll be running six trains per hour to/from London Euston on weekdays.
Services on our Birmingham and Manchester routes have increased to two trains per hour between London and Birmingham, and Manchester. We’ll also be operating one train per hour between London and Liverpool, and Glasgow in addition to a number of services to North Wales, Shrewsbury, Blackpool and Edinburgh.

Due to these alterations to our timetable, train times on our Liverpool and Manchester routes are subject to change. We always try to contact anyone impacted by these changes, who has booked via our website or app, directly via email. Customers should always check before they travel for the latest updates about their journey.

View our latest timetables

We're committed to making sure you can travel with confidence and, in line with government guidance for England, Scotland and Wales, we continue to adapt so that you feel safe every time you use our services.

Guidelines on face coverings

In line with government guidance, it is no longer compulsory to wear a face covering on public transport including trains and at stations. As a courtesy to others, we thank you for continuing to wear a face covering if you can.

Travel with confidence with Avanti West Coast

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 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.

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Unable to find a seat reservation?

We can provide seat reservations for all Avanti West Coast services and some other services run by other train companies. However, sometimes we won't be able to reserve you a seat if you're travelling with another train operator. In that case you will need to contact them directly to request a reservation. View a list of train operators and their contact details.

To help you get onboard, please familiarise yourself with our boarding zones. Download our boarding zones guide.

Update to our timetables this February

From Monday 28 February we’ll be introducing additional services to our timetable. As a result, we’ll be running six trains per hour to/from London Euston on weekdays.
Services on our Birmingham and Manchester routes will increase to two trains per hour between London and Birmingham, and Manchester. We’ll also be operating one train per hour between London and Liverpool, and Glasgow in addition to a number of services to North Wales, Shrewsbury, Blackpool and Edinburgh.

Due to these alterations to our timetable, train times on our Liverpool and Manchester routes are subject to change.
We always try to contact anyone impacted by these changes, who has booked via our website or app, directly via email. Customers should always check before they travel for the latest updates about their journey.

You can sign up for Advance ticket alerts to be notified when tickets become available: Sign up for Advance ticket alerts >.

View our timetables

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 our planned improvement works page.

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 Passenger Assist 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.

Join our accessibility community

A space for everyone to share travel tips, inspiration, ideas and hear from the Avanti West Coast team about what we’re doing as a business to drive positive change.

Join our Facebook accessibility group

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 learn more about the Sunflower Scheme, please visit our Sunflower Scheme webpage.

Alongside this, we also still recognise Just a Minute (JAM) cards. For more information about JAM cards, please visit the JAM website >

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:

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I have an Anytime or 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

I want to change my seat

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 seat 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?