Our Revenue Protection Policy

Protecting fare paying customers

We know that the majority of our customers pay the correct fare for their travel. But, fare evasion still costs the rail industry an estimated £240 million a year. When our customers pay these fares, the money is reinvested into our network.
When customers evade fares it's not only unfair on other customers but it stops valuable funds that could go towards improving the network, journey and service we provide.

How to pay unpaid fares

We accept all major debit and credit cards.
If you wish to make an online payment you can do so via the link below. Payments can be made 24/7 via this link:

Click here to make an online Unpaid fare notice payment

Telephone payments can be made by calling 0345 528 0253 between the hours of 10.00 and 12.00 Monday to Friday.

*Make sure you have the fare notice number for reference*

Appealing Unpaid Fares Notice 

If you have received an Unpaid Fares Notice, reference number starting with AWCUFN, and wish to dispute your liability, you should submit a written statement within 21 days of the notice issue to: 

*Please note you can ONLY appeal Unpaid Fares Notices that have reference numbers that begin with AWCUFN via the below address*

Andi Smith - Revenue Protection Strategy Manager  
Avanti West Coast  
Victoria Square House
Birmingham
B2 4DN

If you have received an Unpaid Fares Notice, reference number starting AWC and wish to dispute your liability, you should submit a written statement within 21 days of the notice issue to: 

Appeals Service 
Regus Building 1000
Lakeside
Portsmouth 
PO6 3EZ

To pay an Unpaid Fare Notice via paper format then please send to the following address:

ITAL
Regus Building 1000,
Lakeside North Harbour,
Portsmouth,
PO6 3EZ

Or, if you would prefer to appeal your Unpaid Fares Notice via web then please use the link below:

appealservice.co.uk 

Complaints about ticket sales will be dealt with if you bought your ticket from a Avanti West Coast sales point (booking office, ticket machine, staff member, website or app). Complaints about tickets bought from third party retailers or other train companies should be directed to them.

Understanding revenue protection

The purpose of revenue protection is to provide value for money for our customers through identifying fare evaders and tackling ticketless travel in a fair but firm manner. Our aim is to ensure that everyone pays the correct fare for their journey - simple.

If you are feeling unsure about what ticket type to purchase, the validity of your ticket or have any other questions please visit our help and support page or speak to a member of staff. Our team are always happy to provide guidance.