Help & Support

Please use the link below to visit our 'Refund your journey' page.

Refund your journey information

On that page you will find information relevant to you and your ticket type e.g. 'I have an Advance ticket' 'I have an Off Peak ticket'

Please use the link below to visit our 'Change of journey' page.

Change your ticket information

On that page you will find information relevant to you and your ticket type e.g. 'I have an Advance ticket' 'I have an Off Peak ticket'

This is information specifically for customers who had to abandon their journey due to delays or their trains being cancelled:

Bought your ticket on avantiwestcoast.co.uk or via our app?

Please note, attempting a refund via 'My Account' will incur the £5 admin fee if you abandoned your journey.
To collect a refund for an abandoned journey without having to pay £5 admin fee, you will need to contact our refunds team directly by filling out the following refund form:

Abandoned journey refund form

Please make sure to include your booking reference and/or a copy of your ticket(s) so our team have as much information as possible.

Bought your ticket from another website or app?

You’ll need to contact them directly. We can’t speak for other retailers, but it may be worth contacting them by phone or live chat to ensure your refund isn’t rejected or charged any fees in error.

Bought your ticket from a station?

The quickest way to get your full refund is to take your unused ticket(s) back to the exact station you purchased them from. If that’s not convenient, any staffed National Rail station can accept your refund request & forward it on to the original station for you (but this can take longer).

In all cases, refunds must be requested within 28 days of the ticket's expiry date.

Off Peak travel times are as follows:

• Monday to Thursday, between 09:26am and 15:01pm
• Monday to Thursday, after 18:44pm
• Friday, after 09:26am (we have lifted Friday afternoon Off Peak restrictions)

At this time, our call centre is very busy.
We therefore advise that you use the following links to find relevant information instead.
This will make sure you get the answer to your questions much quicker and don't have to wait a long time to speak to a member of our team.

If you would like to change your journey time or ticket please click here:

Change your ticket information

On that page you will find information relevant to you and your ticket type e.g. 'I have an Advance ticket' 'I have an Off Peak ticket'

If you would like to claim a refund on your journey please click here:

Refund your ticket information

On that page you will find information relevant to you and your ticket type e.g. 'I have an Advance ticket' 'I have an Off Peak ticket'

If you would like to book passenger assistance please click here:

Book passenger assistance

If you still can't find the answers to your questions, you can click below and type your question in the search box on that page:

Find answers to your questions

If you've left something on one or our trains/at one of our stations or you've lost something whilst on your journey, you can use our lost property portal to find out what to do next.
For more information on finding or reporting lost property please use the link below:

Lost property information