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Resilience on our Railways: Safety, Services and Community Highlights
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 14 September 2025 - 6 December 2025 (Period 07 - Period 09).
Since my last update in September, the rail industry has faced two notable incidents that remind us of the importance of safety and resilience. The incident involving an LNER service at Huntingdon on 1 November was deeply concerning. Just a few days later, we then responded to the derailment of an Avanti service at Shap in Cumbria. While we cannot always control the factors that affect our operations, in times like this, I was reminded of how the railway acts as a family, and I want to acknowledge the swift response of all involved.
I previously shared that operator responsible cancellations remain low (TOC on Self). We’ve seen some seasonal increases over the last Period, and cancellations have averaged at 2.5% between 14 September – 6 December 2025. As we move into the winter months, this will be a particular focus for our work with Network Rail. Period 07 saw cancellations at 1.9%, Period 8 at 1.8% and Period 9 at 3.9%.
However, we know there is more to be done to improve punctuality. Over 60% of delays are due to infrastructure issues - including trespass and weather-related issues - and we continue to work closely with Network Rail and other industry partners through our Joint Improvement Plan, which includes a range of actions to reduce delays. You can find out most recent fact sheet on this here.
Many of you will be aware that earlier this week, we launched our new December timetable that means we're delivering more services on the West Coast Main Line. These further services include two trains per hour between London Euston and Liverpool Lime Street throughout most of the day, and additional stops at Liverpool South Parkway and Hartford.
I’m also delighted to say that the Office of Rail and Road has now given us permission to reinstate the 07:00 Manchester to Euston weekday service as part of our December timetable. The original decision would have had a detrimental impact on customers who use this train, and this development is a welcome boost for customers, and the wider economy.
As we approach the festive period, Network Rail will carry out major upgrade works across the network between 27 December and 14 January. We're working hard to keep passengers on trains for as much of their journey as possible. You can find out more here.
Our team have had a busy end to 2025, filled with opportunities to connect and collaborate with a range of stakeholders. In Parliament, we partnered with Network Rail to host a drop-in to engage MPs, and I presented an update to MPs at the West Coast Main Line All Party Parliamentary Group We also partnered with the New Statesman for an insightful roundtable discussion with industry and political leaders exploring how rail can power the UK's growth mission. You can read the write up from this event here. Beyond Westminster, I shared regional updates with leaders from across the North at the Rail North Committee, and the Liverpool Combined Authority.
We’ve also been working closely with our community partners on a number of fronts. On Remembrance Day a uniquely wrapped Pendolino, featuring a striking poppy design, carried a wreath assembled onboard by veterans, reservists, and volunteers. To mark White Ribbon Day, a striking mural was unveiled at Birmingham International station, which encourages men to speak up in preventing violence against women and girls. We were also delighted to welcome our Community Rail Partners to Preston for our Annual Community Conference – an inspiring day of celebrating successes and planning for the next year ahead. This coincides with the latest round of our Customer and Communities Improvement Fund – designed to support projects that make a positive difference along the West Coast Main Line.
Finally, you may have seen our new Christmas campaign launched in partnership with the Railway Children - the campaign focusses on Your Presence is Presents Enough, a short film to help identify and support vulnerable children. It's an incredibly important message to support throughout the Christmas period. Please do take a look at it here.
As we look to 2026, I look forward to building on this momentum and work with all our partners to improve punctuality, and delivery greater benefits for our customers.
Thank you for your engagement throughout the year – I wish you season's greetings, and a happy New Year.
Andy Mellors
Managing Director, Avanti West Coast
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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 14 September - 6 December 2025.
The details
1. Reliability
Over the last three periods of FY26 (14 September – 6 December 2025), 85% of our services arrived within 15 minutes of schedule, demonstrating strong performance despite ongoing infrastructure challenges across the network.
Since the last newsletter, there has been some seasonal increases in cancellations that Avanti is directly responsible for. However, these remain stable in comparison to the previous year.
Cancellations averaged at 2.5% between 14 September – 6 December 2025 reflecting these seasonal increases as we move into the winter months. Period 07 saw cancellations at 1.9%, Period 8 at 1.8% and Period 9 at 3.9%.
The below graph shows the average punctuality between 14 September – 6 December.
The below graph shows the level of delays between 15 September 2024 – 6 December 2025 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 (14 September – 6 December), cancellations have remained low.
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 remain committed to attracting passengers back to rail and driving long-term growth. Passenger numbers have now reached 94% of pre-covid levels, signalling a strong resurgence in rail travel and increasing customer demand. Our continued investment in the customer experience is delivering strong results, with positive sentiment rising and our Net Advocacy Score (NAS) reaching levels not seen since before the pandemic.
While we experienced a temporary dip in NAS due to disruption including a number of named storms and major engineering works, our underlying customer satisfaction remains strong and compared with the same period last year, the score has risen by 8%. These events highlighted the importance of resilience and proactive planning, and we’re using these insights to strengthen future performance. As more customers place their trust in us for a reliable journey, we are seeing continued growth in passenger numbers. We’ll keep building on this momentum by investing in further improvements which enhance the travel experience and support long-term recovery.
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Our Poppy Train Unites the Rail Industry in Remembrance
This Remembrance Day, we partnered with the Royal British Legion, Poppyscotland, and industry colleagues to honour the Armed Forces with a symbolic journey from Glasgow to London.
Our specially wrapped Pendolino, Unknown Soldier, featuring a striking poppy design, carried a wreath assembled onboard by veterans, reservists, and volunteers. At each stop along the West Coast Main Line, railway colleagues and supporters added poppy posies, creating a tribute that represented communities across the route.
Representatives from the Royal British Legion’s Poppy Appeal, Armed Forces personnel, and industry partners joined the train, travelling in a carriage adorned with poppies. The journey concluded at London Euston with a memorial service where the completed wreath was laid at the station’s war memorial, marking the start of Remembrance events. A replica wreath will also be placed at the Cenotaph on Remembrance Sunday.
As we mark both Remembrance Day and 200 years of the modern railway, the Poppy Train stands as a powerful symbol of unity, service, and respect across the rail industry.
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Applications are Open for our Customer and Communities Improvement Fund
We’re excited to announce the latest round of our Customer and Communities Improvement Fund (CCIF) – designed to support projects that make a positive difference along the West Coast Main Line.
We’ve supported projects that make rail travel more inclusive and enhance local environments. Recent initiatives include travel confidence workshops with Liverpool and Sefton Mencap, helping adults feel more comfortable using trains; funding Tramper mobility vehicles to improve access to the Cumbrian countryside and heritage sites; and creating a “green route” in Manchester by installing planters along the A6, supporting biodiversity and brightening a busy urban area.
If you have an idea that can make a real impact within three miles of one of our stations, we’d love to hear from you. Projects should also consider the UN Sustainable Development Goals, helping us build inclusive, connected, and sustainable communities.
Applications are open now and close at 23:59 on Friday 9 January 2026. Find out more and apply
Protecting Vulnerable Children on the Rail Network This Christmas
Every five minutes, a child runs away in the UK – and many use public transport to do so. This festive season, we’ve partnered with Railway Children to raise awareness and encourage everyone to look up and spot the signs.
Our campaign centres on Your Presence Is Presents Enough, a short film created by BAFTA award-winning director Daisy-May Hudson. At five minutes long, it reflects the rate at which a child runs away and introduces Railway Children’s AT RISK acronym (Attitude, Time of day, Relationship, Instinct, Safety, Keeping a low profile) to help identify vulnerable children and know what to do.
To amplify the message, we’re sharing the film across our channels, playing announcements at stations, and installing signage along the West Coast Main Line. Social content and creative activations – including “Reserved for Runaways” bench signs and QR-linked stories – will run throughout December.
Our goal is simple: make the unseen visible and protect children at risk. If you spot a child who seems AT RISK, tell station staff or text British Transport Police on 61016.
To raise further awareness, we’re distributing 500 baubles across the West Coast as part of social media activity titled ‘Lost bauble’ encouraging customers travelling onboard our trains and through our managed stations to find one. Made from wood and featuring an illustration of a lonely young person on the railway at winter, each bauble represents a child that has run away from home. The wooden decoration has a label attached reminding people what to do if they spot a child at risk, as well as a QR code to watch Your Presence Is Presents Enough.
Inspiration Exhibition Train Arrives in Crewe
As part of Railway 200, the national celebration of 200 years of the modern railway, the Inspiration exhibition trainInspiration train is part of Railway 200, the national campaign celebrating two centuries of the modern railway. Thousands of events across the UK and the world have celebrated a British innovation that revolutionised travel, supercharged economies and enabled mass tourism, sports leagues and the standardisation of time.
This free, family-friendly attraction has already welcomed 40,000 visitors on its 60-stop UK tour, earning rave reviews as “brilliant” and “interactive,” with 9 in 10 recommending it. Co-curated with the National Railway Museum, Inspiration explores the past, present and future of rail through hands-on engineering challenges, railway firsts, and a look at diverse careers in the industry.
Tickets are free but limited – book now!
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Parliamentary Drop-In
Interested in hearing more about how we're working with Network Rail to update MPs? Read more here.
On Monday 1 December, we hosted our bi-annual parliamentary drop in event in collaboration with Network Rail as part of our ongoing programme of engagement with MPs.
Thank you to the many MPs who were able to join us. It was a great opportunity to hear what matters to your constituents, and discuss how we’re working together to improve rail performance.
Through our partnership, we’ve already achieved significant improvements for customers. Over the past year we’ve halved the number cancellations that Avanti is directly responsible for. And we’re now running more services on the West Coast Main Line than ever before.
We know there's still lots to do across the network. We're collaborating to further reduce delays, enhance critical stretches of infrastructure across the North West and out of Euston, as well as improve customer experience at Euston station.
With the railway at a critical time of change, we think collaboration is the best way to improve journeys, boost reliability and unlock growth. We would welcome the opportunity to meet with you and discuss our work further.
You can find our updated Joint Performance Strategy fact sheet here which has been developed in collaboration with Network Rail.
Reconnecting Britain: How Rail Can Power the UK’s Growth Mission
Our stakeholder team hosted a roundtable with the New Statesman, want to learn more? Read here.
With the Railways Bill recently published and the Transport Select Committee's inquiry sessions underway, we recently partnered with the New Statesman to host a roundtable with industry and political leaders exploring the role that rail plays in driving economic growth, boosting productivity, and unlocking social value across the UK rail can drive the UK’s growth mission.
The discussion brought together senior political voices alongside industry, and customer advocacy groups to examine how rail can better connect people, businesses, and regions.
You can read the write up in the New Statesman here.
Avanti West Coast Champions Accessible Travel and Community Connections at Annual Conference
We recently hosted our fifth annual Community Rail Conference at Preston’s new Vault Youth Zone, ahead of its official opening in spring 2026. The event brought together over 30 Community Rail Partnership (CRP) officers and chairs, creating a valuable space for networking and building new relationships across the region.
The day focused on how accessible travel can unlock opportunities and strengthen social mobility, with plenty of collaboration and idea-sharing.
Highlights from the event:
Managing Director Andy Mellors spoke about the importance of collaboration in creating a railway that is inclusive, accessible, and welcoming for all. Guests also heard from Mark Tomlinson of Pear Tree School, who praised Avanti’s support in helping students build confidence through rail travel.
Shaping Rail Across the North
Read more below about our recent presentations to leaders at both the Rail North Committee and the Liverpool City Region Transport Committee.
Across November, our Managing Director Andy Mellors presented to leaders at both the Rail North Committee (available here) and the Liverpool City Region Transport Committee (available here). These sessions were a great opportunity to share progress and plans for delivering a railway that works for everyone.
Across the North, we’re focused on reliability, growth, and investment:
- Reliability: Cancellations have halved in the past year and remain at low levels.
- Growth:We’re adding more services to our timetable, including two trains per hour between London and Liverpool for most of the day, with new stops at Liverpool South Parkway and Hartford.
- Investment: £350m in new Evero trains and a £117m Pendolino refurbishment—the UK’s largest.
- Customer focus: Affordable fares, British Sign Language on station screens, and our award-winning loyalty programme attracting hundreds of thousands of members.
- Social impact: £1bn in social value since 2019, including 215 trips for 5,000+ students.
Collaboration is key to building a railway that’s reliable, inclusive, and sustainable. We’re proud to be shaping the future of rail for Liverpool and the North, together.
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Travelling with us this Christmas and New Year?
Tickets for the festive period are now on sale. All ticket types, including the cheapest advance fares, are now on sale for travel dates up to 2 January. To keep customers moving this Christmas, we’re also lifting our Peak restrictions. That means that all Avanti West Coast services from Friday 19 December to Sunday 4 January inclusive are Off-Peak, meaning passengers have flexibility to travel at any time on these dates with an Off-Peak ticket. For additional information on this, see our website here.
Between 27 December and 14 January, some essential engineering projects are taking place across the network to make future journeys more reliable for passengers. Customers making journeys during this time are strongly advised to plan ahead and check before travel.
We’re working closely with Network Rail and other operators to keep passengers on trains for as much of their journey as possible. Where there are no alternative rail routes, replacement buses will be in place to get passengers where they need to be.
Celebrating Excellence Across Avanti West Coast
Avanti West Coast continues to set the standard for safety, wellbeing, and inclusion across the rail industry.
Safety First: Our award-winning safety campaign focused on reducing the number of customer accidents along the West Coast Main Line during the festive period, has celebrated winning its second award.
Honoured at The Drum Awards – an award ceremony that recognises companies and people across the marketing and communications industry – we celebrated a win for the success of its festive safety campaign, which was created with social media agency, Cubaka.
This accolade reinforces our commitment to keeping customers and colleagues safe every single day and recognises the innovative approach we take to embed safety into everything we do.
You can read more about the campaign here.
Heart of Gold: We’re proud to celebrate one of our colleagues, Zoe Flannagan, who received a Heart of Gold Award for their outstanding work in health and wellbeing. Her dedication ensures that our teams feel supported and valued.
The Heart of Gold Awards celebrate individuals and teams who are making a positive impact on the railway industry every day, with the Rising Star category open to those who have been in rail for less than five years.
Inclusive Culture: We’re proud to have achieved the achieved Investors in Diversity Bronze Award for its commitment to building an inclusive culture.
Working with the National Centre for Diversity – the UK’s longest standing provider of equality, diversity and inclusion accreditation – we were assessed on whether we had a strong foundation in place to embed diversity and inclusion into the wider organisation and we successfully secured Bronze level.
Diversity and inclusion remain at the heart of our business this award recognises efforts to develop and maintain an inclusive, supportive culture and diverse workforce through our policies, practices, and training.
Together, these honours demonstrate the passion and commitment of our people in making Avanti a safe supportive and inclusive place for all.
Onboard our Services
Avanti West Coast’s Pendolino Fleet Wins “Most Improved” at Golden Spanners
We've celebrated our first-ever success at the prestigious Golden Spanner Awards, with our iconic Pendolino fleet named Most Improved in the “First Generation New Inter-City” category.
The Class 390 Pendolino trains, which have been a symbol of the West Coast Main Line for over 20 years, earned the Silver Spanner for significant improvements in reliability over the past 12 months. This recognition follows the completion of the UK’s largest train refurbishment programme, a £117m investment delivered in partnership with Alstom and Angel Trains. Upgrades included new seating, refreshed interiors, enhanced passenger information screens, and the introduction of Standard Premium class.
In addition, a major operational overhaul was completed earlier this year, with critical components such as bogies, pantographs, and control systems reconditioned or replaced—ensuring the fleet continues to deliver a safe, comfortable, and reliable experience for millions of customers.
This milestone reflects our drive for excellence and progress, securing the Pendolino’s place as a symbol of innovation in British rail.
Our Stations
Standing Against Violence
To mark White Ribbon Day (25 November), a striking mural has been unveiled at Birmingham International station. Designed by West Midlands artist Emily Marlowe, the artwork encourages men to speak up in preventing violence against women and girls. Delivered in partnership with Heart of England Community Rail Partnership and the White Ribbon charity, the mural reflects Avanti West Coast’s commitment to equality and safety.
As an accredited White Ribbon organisation, Avanti continues to embed these values across the business—creating a positive workplace for women and supporting local communities. Further murals are planned, including one atRugby station in early 2026.
Investing in Better Journeys
Meanwhile, work is underway on the final phase of a £2m redevelopment at Macclesfield station. The project will transform the main station building into a modern, welcoming space with an upgraded ticket office, new waiting room, accessible toilets, and a retail unit—all within the existing footprint on Platform 1.
Recent improvements include new bike storage, and soon, ANPR technology will streamline car park access and payment options, making end-to-end journeys easier. Completion is expected in Spring 2026, with temporary facilities in place during construction.
Together, these initiatives highlight our dedication to customer experience and community wellbeing—on the station platform and beyond.
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