Information and tickets
Provision of travel information during the journey
We work to improve customer information at all stages of a customer journey, including planning and preparing for travel. This includes information on our trains, the different services available onboard and timetables which are available from our website.
All of our trains have clear signage throughout, giving information about the location and availability of onboard toilets and priority seating.
All of our trains operate with at least one member of customer experience staff onboard and customers are encouraged to approach them with any questions.
Information regarding the next station will be announced onboard by our Train Managers or through automated announcements.
This is also displayed visually onboard and in stations.
In the case of delays the Train Manager will make regular announcements and update customers frequently. Information about incidents which cause significant disruption is available from our website.
Safety information can be found onboard on posters and announcements encourage customers to review this.
How requests for information are handled at the station
All of our managed stations have clear signage throughout, giving information about the location of key facilities including toilets and exits.
Each of our managed stations are equipped with audible announcement and information screens to keep customers updated on the latest information.
Additionally, all of our stations are staffed from first to last train by our customer experience teams and customers are encouraged to approach them with any questions.
Help points are provided and customers can contact us via social media which is staffed 24/7 except over Christmas.
How information about train schedules, tariffs and platforms is provided
Our train timetables are available on our website or through our app which can be downloaded from your app store. This also includes the ability to check the price for any train currently available for booking.
Information about train platforms can be found on our app in the ‘live trains’ section, on the National Rail website at www.nationalrail.co.uk and on customer information screens at stations.
Ticket buying facilities
Customers can buy tickets for travel in advance or on the day of travel using our app, by visiting the ‘Buy now’ section of our website, or by calling our contact centre on 0345 528 0253.
There are ticket selling facilities, be it a staffed booking office or ticket vending machine at each station at which we call. Details of these can be found on the station information pages of our website or National Rail website.
Availability of staff at the station for information provision and ticket sales
All of our managed stations are staffed from first to last train by our customer experience teams and customers are encouraged to approach them with any questions.
The hours of ticket office operation together with the staffing arrangements for all of the stations we call at can be found on the station information pages of our website or National Rail website.
How information to disabled people and persons with reduced mobility is provided
We have improved our website to meet Web Content Accessibility Guidelines AA standards and we will continue to improve our app. Information on accessibility, access conditions and availability of onboard facilities for disabled people, people with reduced mobility and older people, is available on request from all staffed stations at which we call, our Passenger Assist team on 08000 158 123 (or use our text phone 0800 0158 124) or through our dedicated webpage Accessibility hub | Passenger assist | Avanti West Coast
Punctuality of services and general principles to cope with disruption to services.
Delays
Disruptions
AWC have contingency plans for line blockage scenarios around key geographies. These are reviewed at each major timetable change (typically 6 monthly), with Network Rail and other principal operators on the route. These operational contingency plans are supported by customer contingency plans – our customer information and customer handling plans.
In addition to these we have service recovery principles as agreed with Network Rail on how we endeavour to return the network to normal operation in a timely manner in support of customer journeys.
For key events such as major sporting fixtures, discrete contingency plans are developed to help deliver the best possible experience for customers.
Cancellation of services
6.4% of booked trains were cancelled (each DfT Full cancellation counted as 1 cancellation, and each DfT Part cancellation counted as half a cancellation for this calculation).
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)
Station Cleaning
Our stations are cleaned throughout the day to keep the accommodation clean and today at all times and to BICs Standards (British Institute of Cleaning Science). Our aim is to improve the station environment by delivering a service that continually enhances customer satisfaction.
We want our stations to be clean, tidy and in a good state of repair. To achieve this, we will be working closely with the Cleaning partner to provide:
Daily Routine Cleaning at Stations
- Public and Staff Toilets
- First Class Lounges and Waiting room
- Car Parks
Other Services
- Periodic Deep cleans
- Window Cleaning
- High Level cleaning
- Landscaping and vegetation
- Abandoned bike management
- Blocked toilet first attendance
Onboard Cleaning
Internal cleaning of trains take place at every mainline terminating station (Glasgow, Manchester, Liverpool, Birmingham, London Euston). As a minimum, litter is collected and removed from the train, tables spot cleaned, carriages spot vacuumed, toilets cleaned, mopped and consumables replenished. Enhanced cleaning is carried out where possible, and time permitting. We also provide at least 1 in-journey cleaner on 75% of our services for a duration of the journey. Onboard cleaners will collect litter, clean toilets, and carry out enhanced cleaning duties if time allows.
Biohazard cleaning takes place as and when required by an in-transit cleaner or at the terminating station.
Technical measurement for air quality (eg. level of CO2 in ppm)
All of our train vehicles are fully equipped with air conditioning on board that receive regular maintenance to keep them in good functional condition.
We continue to use and develop our use of remote HVAC performance data to pro-actively resolve air conditioning issues before they become apparent in service.
Should one of our conditioning units stop working, our On Board Manager will do everything they can to move customers to an alternative coach with a functioning unit. We are also making minor modifications to aid keeping the HVAC system operational during our service.
Availability of toilets
Our passenger service fleets started 2024/25 with 577 toilets of which 214 are accessible toilets. With the introduction of the new Evero trains, the fleet transitioned to ending 2024/25 with 590 toilets of which 228 are accessible toilets.
We measure the availability of our toilets into service. Avanti provided 99.0% of toilets operational into service during 2024/25. To help us understand our toilet performance, we remotely monitor performance data to aid control decisions and use the feedback from our customers to understand where to make improvements.
Customer satisfaction survey
Punctuality of trains
In the March edition of the Rail User Survey TOC Scorecard published by Transport Focus, 84% of Avanti West Coast passengers were satisfied with their journey overall and 70% were satisfied with the punctuality/reliability of the journey. Passengers responding to the Avanti West Coast Customer Satisfaction Survey, between January and March 2025 have given a satisfaction score of 72% for ‘the timeliness of your train’s departure and arrival’.
Information to passengers in case of delays
Customers completing our Customer Satisfaction Survey rated ‘Onboard Information during a Delay’ at 54% in Q3 which rose to 61% in Q4 (January to March 2025).
Any services running over 10 minutes late should have a delay reason applied to give customer further information about the cause of the delay as well as updating in near real time the length of delay. This information is available through station information screens, onboard our refurbished trains with passenger information screens and through our App. Our onboard staff will also provide regular announcements to customers.
Accuracy and availability of information on train times/platforms
Customers completing our Customer Satisfaction Survey scored ‘Information about your Journey at the Station’ at 65% in Q3 and 72% in Q4.
Our mystery shopper programme, ‘Moments that Make A Difference’, found that
- 100% of shoppers agreed that Avanti ticket office staff offered an appropriate and helpful response to their enquiry. (123 shoppers surveyed in Q4 (January – March 2025)
Consistently good maintenance/excellent condition of trains
The ‘upkeep and repair of the train’ was rated 66% (Q3) and increased to 72% in (Q4) on our Customer Satisfaction survey (and 74% on our Evero fleet of trains).
High level of security on train/in station
Personal security during the journey is surveyed by Transport Focus on the Rail User Weekly Survey. From 31 January – 30 March 2025 Avanti West Coast customers gave a score of 81%. The question ‘how would you rate your personal security onboard the train’ is also measured in the Avanti Customer Satisfaction Survey and the score in Q3 was 77%, rising to 83% in Q4.
Cleanliness of inside of the train
Customers scored the ‘Cleanliness and Tidiness of the Carriage’ 71% in Q3 on our Customer Satisfaction Survey, which increased to 78% in Jan – Mar 2025.
- Cleanliness and freshness of the Toilets is also rated on the Customer Satisfaction Survey, receiving a score of 49% in Q4.
- Transport Focus’ Rail User Weekly data found that Avanti customers scored 84% for Cleanliness of the Inside of the Train (based on data from 31 January – 30 March 2025).
Provision of useful information throughout the journey
Transport Focus’ Rail User Weekly report found that Provision of Information During the Journey for Avanti journeys scored 79% (30 January – 30 March 2025).
Response times to information requests at the station
We do not capture the response times for information requests at stations however we seek to ensure that staff are visible and in the right place and equipped with the right information to help and advise our customers. On our Customer Satisfaction Survey customers rated ‘Information Provided about your Journey at the Station’ at 72% in Q4.
98% (97 out of 99) of Mystery Shoppers between 5 Jan – 31 March 2025 found that the member of staff on the platform was ‘friendly and helpful from the start of the interaction through to the end of the enquiry’.
Availability of good quality toilets on every train
Availability of Toilets Onboard’ scored 60% on our Customer Satisfaction survey in Q3 and 67% in Q4.
Amongst Mystery Shoppers for Q4, 97% found that the first toilet they attempted to visit was available for use.
Feedback about toilet cleanliness received via our Social Media channels and our post-journey Customer Satisfaction Surveys is shared regularly with our suppliers to help further improve the levels of cleanliness onboard.
Cleanliness and maintenance of stations to a high standard
The ‘upkeep and repair of the train’ was rated 66% and increased to 72% in (Q4) on our Customer Satisfaction survey.
Amongst Mystery Shoppers, 84% rated their overall impressions and customer experience on the train as Good or Excellent in Q4.
Accessibility of stations and trains
All Avanti run stations are Category A (full step free) or Category B1 (step free access to all platforms - may include long or steep ramps). Access between platforms may be via the street. Train accessibility information can be found on our accessible travel policy page.
Assistance procedure in place
To read about our assistance procedure please visit our accessible travel policy page.
No. of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban)
Completed booked Passenger Assistance – 72,219
Incomplete booked Passenger Assistance - 25,609
Complete unbooked Passenger Assistance - 45,524
Passenger assistance satisfaction - 85%
Complaint handling refunds and compensation for non-compliance with service quality standards
We want every experience you have with us to be an easy one. So we work hard to give you a great service every time. But we know sometimes things go wrong. If they do, we want to hear about it so we can make it right, and stop it happening again.
We will offer you compensation if appropriate, in line with our Passenger’s Charter, and the National Rail Conditions of Travel. We will take account of other relevant factors when deciding on levels of compensation and use our discretion where appropriate. If you are entitled to compensation, or we deem it appropriate to offer you discretionary compensation.
Information on how to submit a complaint regarding our services is available via avantiwestcoast.co.uk.
Complaints
The following figures are for complaints received between 1st April 2024 to 31st March 2025.
The total number of complaints received during this period were 40,493. During the same period we closed 33,003 complaints.
Against our target of resolving 95% of cases within 20 working days, our average resolution was 97.85%.
Average response time was 6.10 working days.
Top 5 complaints
- Sufficient room for all passengers to sit/stand
- Punctuality/reliability (i.e. the train arriving/departing on time)
- Ticketing and refunds policy
- Claim rejected
- The helpfulness and attitude of staff on train
Passenger Assist
Top 3 Passenger Assist complaints
- General unhappiness with passenger assistance experience
- Booked assistance not provided
- Assistance staff
Improving the passenger experience of accessing and using the complaints process.
We have made the following changes to improve the process of accessing and using the complaints process.
Improving the information available about each customer’s requirements or preferences in dealing with a complaint.
We conducted trials on manually sending bespoke acknowledgements to customers, asking for any adjustments needed in handling their complaints. We are currently developing our CRM system to automate these requests and will also include this messaging on our webforms. We have also updated our Accessibility complaint webforms to ask if there are any special needs or requirements for how we can communicate with the customer.
Reviewing the accessibility standards of Railhelp webforms on the AWC website.
We are currently in our second round of remediation with ShawTrust on our complaint webforms to ensure they meet accessibility standards and provide a seamless experience for all users.
Using customer and stakeholder feedback to make improvements to the accessibility of our services
To support continuous improvement, we established two dedicated steering groups focusing on Passenger Assistance, comprising management teams and frontline staff. These groups regularly review customer complaints, feedback, current processes, and new initiatives to ensure the highest quality service.
We also created a specialised team within our contact centre to manage Passenger Assist complaints. This team aims to provide a focused and compassionate service, improving response consistency and quality, quickly identifying common issues, and driving positive changes across our network.
We include cases studies on complaints relating to Accessibility in training material for customer facing team members to communicate lessons learned.
