Consistently delivering a reliable service for our passengers is our top priority. We have worked hard to improve and made positive strides in performance.  

In the four-week period covering 15 September to 13 October, AWC produced some of its best scores. Most notably, cancellations and significantly late trains (CaSL) was its lowest for a year, with cancellations for which AWC is responsible (TOC-on-self) below 2%. Our score for customer net advocacy is the best we’ve seen since the pandemic. Alongside, our punctuality performance has continued to improve consecutively for the past few months. You can read more about this in ‘How are we doing’. 

We know there is more to do. We continue to work with Network Rail to improve operational delivery, including to support the Euston station 5-point plan. This includes collaborating to manage autumn and winter readiness, focusing on the response to extreme weather events, flooding and fleet preparedness – more details are in our joint performance plan.

We recognise the importance of this period to passengers and local economies, including weekend travel to Christmas markets and events. Our priority is to maintain a full train plan. There are no short-term timetable reductions planned over the Christmas period.

As well as a focus on delivery, we are also targeting growth. We’re building up our timetable in December, introducing more services between London and Birmingham, Liverpool and Chester. On 11 November, AWC’s £350 million investment in new trains reached an important milestone with the launch of the first fully electric Evero service between London and Liverpool. This provides an additional weekday service in each direction, supplementing the existing hourly service, with further increases planned next month (to 30 additional services per week) and then in May 2025. Mayor Steve Rotheram described this as a “landmark moment for the region”. The feedback from our people and customers has been fantastic and it’s created a real buzz about our services. To see what our stakeholders in Liverpool are saying about the new fleet click here.

While performance is a key focus, we are also in the privileged position of being able to make a positive difference to people’s lives up and down the UK. On Monday 2 December we will be launching our Social Value report in Parliament, as we aim to deliver £1bn of social value by 2031 - please do sign up and attend. We’re also excited to support and participate in plans for Railway 200, celebrating the past and the industry’s contribution to connectivity and growth, while looking to the future. In this update, you can read more about improvements to our stations, work in our local communities and efforts to promote inclusion, alongside information about our best fares and travel advice for Christmas and the New Year. 

I hope you find this an interesting and informative read. We want to hear from you if you have any feedback or questions. Please get in touch with your Regional Growth Manager (details at the bottom of our newsletter) if you have any questions or feedback.

Andy Mellors

Managing Director at Avanti West Coast