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People, Places and Progress: Highlights across our network

Welcome to our latest stakeholder update. This edition is packed with details on performance, safety initiatives and community highlights.

Andy Mellors

Managing Director, Avanti West Coast

Welcome to our latest stakeholder update. This edition is packed with details on performance, safety initiatives and community highlights.

The data in this update covers the period from 7 December 2025 - 28 February 2026 (Period 10 - Period 12).

Before I go into our usual updates on performance and initiatives across the business, I want to start by acknowledging the serious fire that affected central Glasgow this month. Thankfully there were no injuries, but this was nevertheless a terrible event for the city and the necessary closure of Scotland’s busiest station proved incredibly challenging. I’d like to recognise the people who have worked tirelessly to keep people moving in the weeks since then. Despite these challenges, we worked together as an industry to keep critical cross-border services in place and we’re grateful to the hard work by our own colleagues, Glasgow City Council, Network Rail and others that resulted in the full opening of the station this week.

Whilst events such as these naturally command a great deal of attention, I also want to shine a light on some of the behind-the-scenes work that goes on to improve safety and customer satisfaction as well as updating you on a busy few months for activities across the network.

In this edition of the newsletter, we’ll be taking a close look at the latest customer satisfaction levels, our work on safety, performance and a roundup of events across the network.

Customer experience is at the heart of what we do at Avanti. When we get it right for our customers, more people choose to travel with us. That means stronger regional growth, better social outcomes, and ultimately, better value for taxpayers through the premium we return to Government. So, I’m really pleased to see customer satisfaction is now at record levels, with 15 consecutive periods of positive Net Advocacy Scores (metric of customer loyalty), underpinned by our continued effort to deliver a more reliable and consistent service for our customers. It is especially good to see a strong score over the period of engineering works in January - where we kept customer moving by train across the North West by using the Settle and Carlisle line. We’ve got a deep-dive into the statistics that illustrate this below.

These same customer satisfaction metrics show the key area we know we need to improve is performance. We’ve seen Avanti-caused cancellations halved over the last year with P12 (1 February – 28 February) now at 1.7%. But we know punctuality remains a challenge. Almost two thirds of delays are due to infrastructure challenges including trespass and weather-related issues, and we continue to work with Network Rail and other industry partners through our Joint Improvement Plan, which sets out a range of actions to reduce delays across the route. You can find a more in-depth look at this later on in this edition.

When it comes to safety, we have to work as a team and it's important to recognise the thousands of small, everyday actions that keep our network safe and everything running as it should. You can read more about this below.

As we look ahead to Easter, Network Rail will be carrying out major engineering works along the West Coast Main Line. We’re working closely with Network Rail, and other operators, to keep passengers moving, once again making use of the Settle and Carlisle diversionary route. You can find more detail in this newsletter.

Our team has also been out meeting stakeholders across the network - from Scotland to Stafford and Westmorland to Westminster. These conversations help shape how we support the communities along our route.

We continue to invest in stations and local areas. At Carlisle, the opening of the new heritage-themed Scott & Brassey pub celebrates local independent producers and complements the wider regeneration and accessibility work we’re supporting across the station. At Oxenholme, the arrival of artisan coffee from Ramble & Roast, alongside improvements for the Co-Wheels Car Club, is helping enhance the customer experience and support more sustainable travel choices.

In Stockport, we’re working with local partners on a long-term station masterplan designed to drive growth, create jobs and strengthen the town’s role as a major regional and national transport hub. We also recently celebrated the 50th anniversary of Birmingham International station, welcoming the West Midlands Combined Authority, Birmingham Airport, Solihull Metropolitan Borough Council, and the NEC to mark the milestone.  

But it’s not just about recognising the places we serve – it's also about celebrating the people who use and deliver our services. In January, we announced the winners of our Together We Roll photography competition, showcasing images that reflect the communities and landscapes along our route and the essential role the railway plays in connecting them. 

Finally, I will be hosting our annual Ask Andy webinar on 16 April. I’ll be sharing a full end of financial year round-up, looking ahead to our plans for the coming months, and answering your questions. Please do register to join us here.  

Andy Mellors

Managing Director, Avanti West Coast

We are committed to delivering consistently reliable services. Below, we have provided key industry metrics on cancellations, punctuality, delays, customer satisfaction, and overall experience to offer transparency on our performance. These updates will be included in each newsletter, and for the latest information, you can also visit our website or the Office of Rail and Road’s website, which publishes detailed statistics and comparative data across train operators. The data presented below covers the period from 7 December 2025 - 28 February 2026.

The details

1. Reliability

Over the last three periods (7 December 2025 – 28 February 2026), 88.3% of our services arrived within 15 minutes of schedule. This is up from 85% on the previous three periods (14 September – 6 December) despite ongoing infrastructure challenges across the network.

Cancellations averaged at 2.6% between 7 December 2025 – 28 February 2026 reflecting these seasonal increases as we move into the winter months. Period 10 saw cancellations at 4.6%, spiking the average whilst Period 11 sat at 1.8% and Period 12 at 1.7%

The below graph shows the average punctuality between 7 December 2025 – 28 February 2026.

The below graph shows the level of delays between 7 December 2025 – 28 February 2026 outlining the percentage of services that arrived and departed within 15 minutes of its published schedule.

2. Delay minutes/cancellations

As this data shows, over the last three periods (7 December 2025 – 28 February 2026), cancellation and delay minutes have decreased following a seasonal increase towards the end of 2025. However, there has been a slight increase in the level of delay minutes between 1 February and 28 February.

3. Delay responsibility

While there is still improvement needed, we’re seeing a positive impact of our joint efforts with Network Rail and industry partners to tackle the root causes of poor performance. We remain committed to working collaboratively to reduce delays where possible and deliver a more reliable service for customers.

The big picture

We passed an important milestone in customer satisfaction in January, with customers responding to our Net Advocacy Score (NAS) surveys giving consistently positive feedback overall for more than a year, a trend that has since continued. If we compare customer satisfaction now compared to when Avanti took over the west coast franchise, we can see that, in addition to overall satisfaction being slightly increased, there has been a big, 10-point increase in satisfaction with services not impacted by significant cancellations or delays (shown in green as “PPM NAS Success” in the diagram).

This shows that customers have responded positively to the improvements we’ve made to our services, including the introduction of the brand-new Evero fleet and the £117m overhaul of our Pendolinos, as well as service innovations such as Standard Premium and Superfare. But it also underlines the importance of working with Network Rail to tackle poor performance, which remains the biggest driver of negative customer sentiment.

Another aspect of the positive upswing in NAS is how well this held up during January's engineering works, where we minimised use of bus replacement whilst the Clifton Bridge near Penrith was being replaced by using the Settle and Carlisle line to keep customers on trains. We would normally expect customer satisfaction to dip in such circumstances, but it was especially positive to see the +27 score (27 December – 14 January), showing the positive impact of the customer handling operation.

That consistency around customer satisfaction has helped us drive demand and attract more people back to rail. By the end of 2025, passenger numbers reached 92% of pre-covid levels, signalling a continued resurgence in rail travel and increasing customer demand. Whilst this does reflect a slight drop towards the end of the year – owing to engineering works and closures over Christmas - we’re already on track to perform better in the first quarter of this year. We’ll keep building on this momentum by investing in further improvements which enhance the travel experience and support long-term recovery.

Ticket Refund Changes

From 1 April 2026, major changes are coming to the way rail refunds work across the UK, and they’re designed to cut fraud, modernise the system and make the rules clearer for everyone. If you buy an Anytime, Off‑Peak, Day Travelcard or most Ranger/Rover tickets, you’ll now need to request a refund by 23:59 the day before you travel. After that, refunds will only be available if your booked train is delayed or cancelled, or in genuinely exceptional circumstances.

Key points:
• Refund deadline: 23:59 the day before travel.
• No refunds on/after travel date unless there’s disruption.
• Advance and Season Tickets unchanged.
• Tickets bought pre‑31 March 2026 follow current rules; after this date follow new rules.
• Exceptional cases still reviewed individually.

Find out more here.

Safer Together

Be Safer Together – A Message from Our Managing Director

At Avanti West Coast, safety is the foundation of how we operate and the lens through which we make every decision. Strong processes and systems will always matter, but Be Safer Together reflects something deeper: our belief that safety is ultimately shaped by people - the choices we make, the habits we form, and the way we look out for one another across the network.

A campaign rooted in real experience

Our new Be Safer Together campaign was launched with a film which brings together colleagues from across Avanti West Coast, sharing honest reflections on the everyday actions that help keep our teams and customers safe. These insights, often simple, always meaningful, highlight the human behaviours that underpin a strong safety culture.

We are grateful to everyone who contributed, including our partners at Alstom, Amulet, Network Rail and British Transport Police, whose involvement helped ensure the film reflects the reality of frontline operations across our shared environment. Their collaboration has been invaluable, and we look forward to the continued support of our stakeholders as the wider programme progresses.

Why this matters

Rail is a fast‑moving, complex environment. Even with robust controls in place, small lapses can escalate quickly. Be Safer Together focuses on the behaviours that make a significant difference: taking a moment to reassess a task, pausing before manual handling, or checking in with a colleague who may be tired or distracted. These actions strengthen our collective safety culture and support the wider industry ambition to reduce harm and improve resilience.

A long‑term commitment

The film marks the start of a 12–18‑month behaviour‑change campaign designed to build consistency, confidence and shared responsibility across all roles. Over the coming months, we will introduce tailored communications for each internal audience to help colleagues embed safer ways of working in their day‑to‑day roles. This is a long‑term commitment and by reinforcing behaviours over time and adapting our approach for different teams, we aim to create lasting cultural change.

Working together for a safer railway

Our commitment is clear: every colleague, contractor and customer should go home safe, every single day. By continuing to work closely with our partners and stakeholders we can strengthen the safety culture across our shared network and champion safer ways of working for the long term.

Together, we can build a railway where safety is lived, supported and owned by everyone.

Connecting Across the West Coast

Interested in hearing more about how we're working to update MPs? Read more here.

Over the past few months, we’ve been out across the network meeting with stakeholders to strengthen partnerships and progress shared priorities. This included a visit to the Lake District to meet Tim Farron MP, as well as productive discussions between our stakeholder team, Martin Rhodes MP and Graham Leadbitter MP on opportunities to improve cross-border travel.

In January, we brought local partners together at Stafford station for a workshop with Leigh Ingham MP. Representatives from Network Rail and the local council joined us to discuss ongoing progress toward a shared development vision for Stafford.

Collaboration remains at the heart of everything we do. By working closely with communities, elected representatives, and industry partners, we’re building a railway that is reliable, inclusive and sustainable - and we’re proud to be shaping the future of rail for our customers.

Ask Andy

We're hosting our annual Ask Andy stakeholder webinar on 16 April - want to register? Read here.

Between 11:00 – 12:00 on Thursday 16 April, we’re hosting our annual Ask Andy online stakeholder webinar. This is your chance to hear directly from our Managing Director, Andy Mellors, as he shares highlights from the past financial year and outlines what’s ahead for 2026–27.

Andy will discuss how Avanti West Coast has performed between April 2025 and March 2026, including progress on strengthening services across the network. He will talk through the delivery of the new Evero fleet and the improvements being made to connectivity on key routes such as Liverpool to London, the Midlands, Manchester and North Wales. He will also set out plans for the year ahead, focusing on sustainable growth, improved reliability and long‑term value for taxpayers.

We’ll also be dedicating significant time to your questions—both those submitted in advance and those asked live on the day.

Collaboration is central to how we work with the communities and customers we serve, and this webinar is an important opportunity to share your reflections, ideas and priorities directly with us.

Don’t miss out—sign up today and be part of the conversation on 16 April: Ask Andy Webinar 2026 – Avanti MD

We look forward to seeing you there.

April Engineering

Network Rail will be carrying out major engineering works this April. No Avanti West Coast services will run to or from London Euston from Friday 3rd to Wednesday 8th April during this improvement work. During this period, other parts of the West Coast Main Line will also be affected in the North West and Scotland.

Infrastructure renewals, a major bridge replacement and signalling upgrades will help provide a safer and more reliable journeys.

Following the successful use of the Settle and Carlisle diversionary route in January, we are again operating a shuttle service along this route.

If you need to travel during the Easter weekend, please plan ahead and make a reservation, as your journey will take much longer. Services on Maundy Thursday (2 April) are also expected to be busy. Find out more here.

Later in April, further works will be taking place between Preston and Edinburgh / Glasgow Central between Saturday 11 and Sunday 19 April. Avanti West Coast services between London Euston and Glasgow Central / Edinburgh will be affected. Find out more.

We strongly advice that you plan ahead, and check before you travel.

Introducing World-First Technology to Boost Train Service Reliability

We’re trialling a pioneering new timetable‑optimisation tool — a world first for the transport industry —designed to help us run a more reliable service when things go wrong on the network as a result of unplanned disruption.

Developed with the Centre for Modelling and Simulation (CFMS), the tool uses smart data modelling to quickly work out the best possible timetable during disruption. Whether it’s severe weather, speed restrictions or a line closure, teams can enter what’s happening and received clearer timetable options in seconds. This means we can make decisions faster, reduce delays and cancellations, and give customers clearer information sooner.

Every scenario we create is saved, building a growing library of ready-made contingency plans. Over time, this will make sure more resilient, support more consistent decision-making and give colleagues across Avanti quicker and more reliable tools.

The trial is starting on our Anglo‑Scot and North Wales routes, with further opportunities being explored — including how the tool might support crew and fleet planning in the future. Supported through the Small Business Research Initative First of a Kind programme, the technology has already been recognised as a game‑changer for operational planning.

By embracing innovative digital tools and working with specialist partners, we’re taking another important step toward delivering a more reliable, efficient and customer‑focused railway across the West Coast.

Our Services

Together we roll launch

We recently celebrated the success of our Together We Roll Photography Competition, launched to mark the introduction of its vibrant new train wrap honouring colleagues and communities across the network. The initiative culminated in a special showcase at The National Gallery in London, where four standout photographs were unveiled. Chosen from 50 entries spanning professional, emerging, amateur and colleague categories, the winning images spotlight some of the most striking locations along the West Coast route — from the tranquillity of Loch Lomond to the dramatic peaks of Snowdonia. These photographs will now be displayed at stations and featured in Modern Railways Magazine.

The competition coincided with a significant milestone for the new Evero train carrying the Together We Roll design, which recently surpassed 100,000 miles in service and was formally named “Legacy” to recognise the lasting contribution of railway people and the places they connect. Together, the photography competition and naming ceremony demonstrate our commitment to celebrating local identity, championing creative talent and shining a light on the communities it proudly serves.

Take a look at our winning artwork here.

Our Stations

50 Years of Birmingham International Station

We recently marked the 50th anniversary of Birmingham International railway station, which opened on 26 January 1976 to provide a key connection to Birmingham Airport and the NEC and has since evolved into an essential transport hub for Solihull, Coleshill and the wider West Midlands.

The milestone was recognised alongside partners from the West Midlands Combined Authority, Birmingham Airport, Solihull Metropolitan Borough Council and the NEC, with a specially commissioned cake, commemorative displays and shared reflections on the station’s development. Designed by architect Ray Moorcroft, the station now accommodates around 300 daily services from operators including Avanti West Coast, West Midlands Trains, CrossCountry, Transport for Wales and the recently added Caledonian Sleeper, serving approximately five million customers each year.

Whilst celebrating the last 50 years, we are also actively working with key local partners to develop an agreed masterplan vision that can guide future development and ensure that the station remains fit for the future.