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Driving Improvements and Delivering for Communities
Welcome to our latest stakeholder update. This edition is packed with details on performance, stakeholder engagement highlights and community initiatives.
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 1 April 2026 - 27 June 2026 (Period 01 - Period 03).
Since my last update, there has been a fatal incident in the industry reminding us of the importance of safety and resilience. My thoughts, and those of Avanti colleagues, go out to the family, friends and colleagues of the driver who lost his life in Bedfordshire last month, as well as the passengers who were injured. We will await the conclusion of the formal accident investigation to understand what lessons we, and others, in the industry can learn. In times like this, I am reminded of how the railway comes together as one to respond quickly and effectively, and I want to acknowledge the efforts of everyone involved.
While the summer months typically bring improved performance across the railway, recent periods have proved challenging due to bouts of extreme weather, fires along the network and infrastructure failures. Period 01 saw operator responsible cancellations remain low at 0.8%, however Period 02 rose to 1.7% and Period 03 saw a further rise to 2.4% which takes our average across the start of the financial year to 1.6%.
After the UK saw only its second ever red weather alert, a number of operators including Avanti were asked to proactively cancel a proportion of services to improve network resilience; meanwhile a series of infrastructure failures and external events have led to a worsening of punctuality and cancellation levels.
Despite this, positive work has been underway to tackle the root causes of poor performance, which we continue to tackle through joint working with Network Rail and other industry partners. We saw an improvement following the retiming of some services in the December 2025 timetable and we are investigating how further amendments to train timings can drive a more robust timetable. We will keep you updated as this work progresses.
Despite these short-term challenges, we remain firmly focused on delivering long-term improvements that create a more resilient railway and a better experience for the communities and customers we serve. We continue to see further improvements in customer satisfaction, and our Net Advocacy Scores have improved by an additional 6 points compared to the same time last year (1 April 2026 – 27 June 2026 compared with 1 April 2025 – 21 June 2025).
Alongside these improvements, our Evero fleet continues to deliver benefits for customers and communities across the network, and I’m delighted that our Class 805s recently reached a significant milestone of five million miles in passenger service since they began operating in June 2024. As well as providing more capacity, improved accessibility and a better onboard experience, these trains are playing an important role in supporting our sustainability ambitions by reducing carbon emissions on our routes.
You may have seen recently that we are planning to remove a small number of services over summer when business travel drops off and demand is lower. This was in response to a request from the Department for Transport during the Annual Business Planning for all operators to look at ways in which capacity could be better tailored to demand and improve value for taxpayers. We’ve done this in a targeted fashion on routes with multiple services per hour, ensuring that the impact on customers is minimised. We’ve had conversations with a number of stakeholders about how we’re managing this process and of course if you want to discuss this – or indeed any other topic of interest – please get in touch with our stakeholder team.
In April, I was pleased to host another of our stakeholder webinars, providing an opportunity to reflect on our performance, discuss our priorities for the year ahead and hear directly from stakeholders across our route. The session generated valuable discussion on topics including customer experience, performance and timetable planning, and I would like to thank everyone who took the time to join us. Continuing this dialogue remains an important part of ensuring we deliver improvements that matter most to our customers, and communities.
Elsewhere in the newsletter you can read about our successful partnership with Stagecoach and Visit Cumbria that has driven public transport at Penrith Station to record levels through rolling out an integrated bus/train ticket to Keswick. We’re really proud of this initiative and how that’s supporting sustainable tourism growth in the Lakes. We’ve also reported on the award-winning work we’ve done with the Railway Children to raise awareness of runaway children and our partnership with West Midlands Fire Service to deliver rail safety education to more than 140 children.
Engagement with elected representatives and regional partners also remains a key priority. In recent months, we've welcomed parliamentarians and stakeholders to see first-hand the work we are doing across our network, including visits to our Crewe Talent Academy and operational facilities. We have also strengthened relationships with partners across Wales through engagement events in Cardiff Bay, discussing rail performance and customer experience with ministers and stakeholders following the Senedd elections. Alongside this, our parliamentary drop-in event at Westminster and a stakeholder roundtable in Stoke have helped us build stronger local partnerships and better understand the priorities of the communities we serve. These conversations are invaluable in helping shape our plans and deliver improvements that support regional growth and connectivity.
Lastly, we’re planning our Stakeholder Conference on Tuesday 8 September in Manchester, so please save the date. We would be delighted if you could join us to discuss how we can work together to improve our services and support the communities we serve.
Andy Mellors
Managing Director, Avanti West Coast
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1.6%
Average rate of cancellations AWC is responsible for*
86.8%
Trains within 15min of published schedule*
96%
Passenger numbers of pre-Covid*
+6pt
Net Advocacy Score (NAS) since this time last year**
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*figures taken from Period 01 - 03 in FY26 (1 April - 27 June)
** Data based on Periods 01 - 03 FY26 (1 April 2025 – 21 June 2025) and FY27 (1 April 2026 – 27 June 2026)
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 1 April - 27 June 2026.
1. Reliability
Over the last three periods (1 April 2026 – 27 June 2026), 86.8% of our services arrived within 15 minutes of schedule. This is slightly down from 89.4% in the previous three periods (1 February 2026 - 31 March 2026) despite ongoing infrastructure challenges across the network.
TOC on self cancellations averaged at 1.6% between 1 April 2026 – 27 June 2026 but despite low levels of cancellations in Period 1 (0.8%) and Period 2 (1.7%), Period 3 saw a slight rise to 2.4%
The below graph shows the average punctuality between 1 April – 27 June.
The below graph shows the level of delays between 1 April 2025 – 27June 2026outlining the percentage of services that arrived and departed within 15 minutes of its published schedule.
2. Delay minutes/cancellations
Following a positive improvement at the start of the financial year, performance dipped over the latest two reporting periods, with both delays and cancellations increasing month on month. Operational performance during Period 3 (31 May 2026 – 27 June 2026) was impacted by adverse and extreme hot weather, as well as some specific technical faults with our fleet.
3. Delay responsibility
While there is still improvement needed, through our Joint Performance Strategy, activity is being brought together through shared planning, closer operational focus and coordinated delivery. We remain committed to working collaboratively to reduce delays where possible and deliver a more reliable service for customers.
The big picture
In our last newsletter, we reported the important milestone of achieving positive Net Advocacy Scores consistently for more than a year. Whilst performance issues have impacted this score in recent months, we’re still seeing overall positive feedback from customers, who have responded positively to improvements in timetable, customer services and innovations like Superfare and Standard Premium. When adjusting for performance and showing feedback for services that were on time (shown as “PPM Success NAS” on the graph below), customer advocacy is still significantly higher than it was at the start of the Avanti franchise.
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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Class 805 Evero Fleet Reaches Major Milestone
Our Class 805 Evero fleet has reached a major milestone, clocking up five million miles on the West Coast Main Line since entering passenger service in June 2024. Part of the Evero fleet, 13 bi-mode Class 805s and 10 electric Class 807s, the trains support increased capacity, improved journeys, and Avanti’s goal of net zero by 2031.
Operating mainly between London and North Wales, the fleet’s mileage, equivalent to circling the Earth 40 times, highlights its growing role, with services also extending to the West Midlands. Its bi-mode capability allows electric operation for nearly two-thirds of the London–Holyhead route, cutting carbon emissions by almost two-thirds compared with the diesel Class 221s they replaced.
The fleet has also enhanced resilience and enabled timetable improvements, including hourly London–Chester services, while offering more seats and improved accessibility.
Owain Morgan said: “The achievement of five million miles by our Class 805 Evero fleet is a significant milestone and testament to both the performance of the fleet and our colleagues who work tirelessly to ensure their reliability each and every day.”
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Helping Young People Stay Safe on the Railway
As part of Rail Safety Week, we partnered with West Midlands Fire Service to deliver rail safety education to more than 140 schoolchildren at its Safeside centre in Birmingham. The unique indoor safety village, which features a dedicated railway area and life-size train, helps young people understand real-life risks in a safe and controlled environment.
Together, we shared essential safety messages about the dangers of trespassing, tracks, trains and overhead wires, helping children build the knowledge and confidence to make safe choices around the railway. The activity supports our ongoing commitment to promoting rail safety across the communities we serve, particularly among young people.
The initiative builds on our wider rail safety education programme and our involvement in the Rail Safe Friendly scheme, which helps schools across the UK raise awareness of railway safety. By working with trusted local partners, we are helping to create safer communities and reduce unsafe behaviour on and around the railway.
Our Colleagues Trek Mount Kilimanjaro for Charity
On 12 March 2026, we successfully reached the summit of Mount Kilimanjaro with a team of eight colleagues, completing a week-long trek in support of Railway Children. The group covered 69 kilometres over seven days, tackling diverse terrain from rainforest to scree to reach 5,895 metres, the highest point in Africa.
Together with industry partners, the challenge has raised nearly £50,000 to help vulnerable children and young people experiencing homelessness around transport hubs in the UK, India and Tanzania.
During the trip, we also visited a Railway Children project in Mwanza, seeing first-hand how funds support family-based care and protect at-risk children through initiatives such as the Fit Person programme, a government initiative that supports some of the country’s most vulnerable children and is funded by the charity.
The funds raised could help establish more than 20 Child Help Desks in Tanzania or support the charity’s UK work for several weeks, strengthening protection for children across the rail network and beyond.
Integrated Ticket to Keswick Drives Record Public Transport Growth
The integrated rail and bus ticket to Keswick has relaunched for its third year, building on the success of a “virtual railway station” that is helping drive record public transport use to the Lake District.
By adding Keswick as a destination in journey planners, customers can now book a single ticket for seamless travel by train to Penrith and onward by bus, making sustainable journeys to the North Lakes easier all year round.
The initiative, delivered in partnership with other rail operators and Stagecoach, has contributed to significant growth in visitor numbers. Travel to Penrith has risen sharply, while bus journeys between Penrith and Keswick have also increased following improved service frequency.
This collaborative approach is supporting wider sustainable tourism ambitions, encouraging more people to leave the car behind and explore the region by public transport. It also aligns with regional efforts to reduce congestion and protect the Lake District environment while improving connectivity for visitors and local communities.
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Ask Andy Roundup
Thank you to everyone who joined our recent Ask Andy stakeholder webinar on 16 April 2026. It was a valuable opportunity to connect with stakeholders and regional partners, share updates, and hear your feedback.
During the session, our Managing Director, Andy Mellors, reflected on performance over the last financial year and outlined priorities for the year ahead. Key themes included driving sustainable growth and reliability, strengthening connectivity across our network, progressing our Evero fleet rollout, and delivering long-term value for taxpayers.
We were pleased to receive an overall satisfaction rating of 4 out of 5 for the session. Feedback highlighted strong interest in customer experience improvements and our timetable approach, underlining the importance of these areas to our stakeholders.
Your insight and collaboration remain essential as we continue to improve services for customers and communities.
If you missed the session or would like to revisit it, you can watch the recording here: https://bit.ly/4cZgYdu
Connor Naismith MP visits Crewe Talent Academy
Connor Naismith, MP for Crewe, recently visited our Talent Academy in Crewe to learn more about the wide range of training and development programmes delivered at the site.
During the visit, Connor experienced several of the academy’s specialist training facilities, including the driver simulator, virtual and augmented reality training technology, Set 33 training train and other operational learning environments designed to support workforce development across the rail industry.
The visit provided an opportunity to showcase the academy’s role in developing future rail talent and supporting innovation in training practices. Connor also expressed his support for the continued growth of Crewe as a centre for rail training, skills and innovation, recognising the important contribution of the wider rail sector and related industries in the town.
Through the Driver’s Window: Lisa Smart MP for Hazel Grove and Baroness Hayman
In April, we welcomed Lisa Smart MP for Hazel Grove and Baroness Hayman for two cab rides, aligned with their weekly journeys to and from Westminster.
Reflecting on the visit, Lisa said:
"It was genuinely fascinating to find out more about the vital work that the Avanti drivers do, particularly seeing – and hearing! – first hand what happens on the route I use to commute to Westminster. In particular, it was good to find out more about the training and processes that keep everyone safe, and to be able to raise questions that my constituents ask about the vital service provided on the West Coast Mail Line."
During the visits, our stakeholder team highlighted the operational complexity of the route, including the interaction of multiple services, and to showcase collaborative work with Network Rail to improve performance.
Stakeholder Visit on the Settle and Carlisle Line
In April, we welcomed more than 10 rail and transport stakeholders from the West Coast Rail 250 group on a special visit along the Settle and Carlisle route, showcasing how the rail industry is working together to keep customers moving during major engineering works on the West Coast Main Line.
The visit followed positive feedback from stakeholders after Avanti West Coast successfully operated services via the historic Settle and Carlisle line during infrastructure upgrades earlier this year. The visit provided an opportunity to demonstrate the collaborative planning, investment and operational work taking place across the industry to maintain connectivity for customers while essential improvements are delivered on the railway.
During the journey, we highlighted how the use of our bi-mode Evero fleet has helped keep passengers on trains and reduce the need for replacement bus services during periods of disruption. We also shared updates on the wider West Coast North Modernisation Programme and the long-term investment being made to improve reliability, performance and future capacity on one of the UK’s most important rail corridors.
The visit also showcased the importance of cross-industry collaboration, with train operators, Network Rail and freight partners working together to coordinate services, customer communications and timetable planning to deliver the best possible experience for passengers.
Strengthening Partnerships Across our Regions
Tuesday 2 June, we joined colleagues from Transport for Wales, Network Rail and Great Western Railway at a drop-in event at the Wales Millennium Centre in Cardiff Bay, meeting with newly appointed ministers and staff following the May election.
The event provided a valuable opportunity to highlight the positive work taking place across the region to improve rail performance, while engaging directly with key stakeholders on the issues that matter most to them and their constituents.
We discussed how improvements in performance and enhancements to the customer experience on Avanti West Coast services are delivering tangible benefits for passengers across North Wales.
Stoke station roundtable strengthens local collaboration
We recently convened a stakeholder roundtable in Stoke-on-Trent alongside Network Rail, Stoke-on-Trent City Council, Midlands Connect, the Chamber of Commerce and Gareth Snell MP.
The session provided an opportunity to share updates on a potential development vision for the station and surrounding area, as well as ongoing collaborative work to grow rail use in Stoke-on-Trent.
Further stakeholder workshops are scheduled for July, ensuring continued engagement as plans progress.
Save the Date: West Coast Partnership Stakeholder Conference 2026
We are pleased to invite you to save the date for our sixth annual stakeholder conference, taking place on Tuesday 08 September 2026 at The Midland Hotel, Manchester.
At a pivotal moment for the rail industry, this year’s conference brought together industry leaders, policymakers and partners to explore how we can shape the future of rail together. Discussions focused on key priorities including rail reform, the long-term future of the network, and how greater collaboration across transport modes can deliver improved outcomes for customers and communities.
The event will also reflect on our contribution to connectivity, growth and customer experience across the West Coast Main Line.
Please save the date. Further details, including the full agenda and speakers, will be shared in due course.
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Summer 2026 Demand Led Timetable
Recently, we shared an update on our approach to introducing a more demand-led timetable over the summer period.
As part of FY27 planning, we have worked with the Department for Transport to identify ways to reduce subsidy while supporting growth. In response, we developed a short trial removing a small number of lower-demand weekday services over six weeks, when passenger numbers are typically lower.
This approach reduces operational costs without impacting revenue or significantly affecting most customer journeys. Services selected are those with lighter loads, while maintaining sufficient capacity and avoiding gaps on busier routes. The changes represent around 10% of weekday services and seats, with most adjustments made before tickets went on sale to minimise disruption.
We will continue to increase services where demand is higher and review passenger numbers weekly, with flexibility to reinstate services if needed. The trial also supports operational resilience, helping reduce cancellations and maintain reliable services.
A full list of the services affected is outlined below. If you have any questions, or would like a briefing following the trial please contact stakeholders@avantiwestcoast.co.uk
Staffordshire Day Celebrates 10 Years with Launch of New “Staffy Trail”
Staffordshire Day, the annual celebration of the county’s culture, creativity, attractions and community spirit, marked its 10-year anniversary in 2026 with the launch of an exciting new public art experience.
Launched on 1 May by the Staffordshire and Stoke-on-Trent Visitor Economy Partnership (LVEP), in partnership with Making Trails and local artists, the new “Staffy Trail” showcases large-scale sculptures of Staffordshire’s beloved Bull Terrier mascot across the county.
Each colourful “Staffy” has been uniquely designed by local artists and schools, creating a vibrant heritage and arts trail that encourages residents and visitors to explore Staffordshire’s towns, attractions and local businesses. Sculptures can be found at key locations including Stoke-on-Trent and Stafford, all linked by accessible transport connections and supported by a printed map and dedicated mobile app for self-guided walking tours.
As part of the initiative, Staffy sculptures have been positioned outside Stoke and Stafford railway stations, acting as welcoming gateways to their respective areas. We supported the project through part-funding sponsorship of the Stafford Staffy and by donating free train travel prizes for competitions and rewards accessed via QR codes featured on the sculptures.
The trail has already generated strong engagement on social media, with visitors sharing selfies and experiences online using the hashtags #FollowStaffy and #StaffordshireDay10.
Sustainability
This year, we delivered a £3 million programme of sustainability and energy-efficiency improvements across the Avanti network, focused on reducing energy use, modernising our estate and supporting our net zero 2035 ambitions.
Key upgrades included LED lighting at Birmingham International and Coventry, improving safety, customer experience and energy efficiency through smarter controls and reduced maintenance requirements.
We also introduced voltage optimisation at Carlisle, Rugby and Stoke. This technology uses a transformer unit installed at the point of electricity supply to reduce incoming mains voltage, often higher than required, to a more efficient level. By doing so, it cuts energy waste, stabilises power supply and helps extend the lifespan of electrical equipment. Early results at Carlisle show annual savings of around 35,900 kWh and 6.35 tCO₂e, with a payback period of approximately 2.5 years.
At Crewe, we installed a first-of-its-kind air source heat pump retrofit on the UK rail network, replacing a gas boiler and demonstrating how low-carbon heating can be integrated into existing infrastructure. The project is expected to save 6.29 tCO₂e annually and inform future schemes.
Further improvements at Carlisle and Preston, including upgraded heating controls and insulation, are reducing wasted energy and improving comfort at two of our highest gas-consuming stations.
Together, these initiatives demonstrate clear, measurable progress against our sustainability goals, with further upgrades planned as we continue to accelerate towards net zero.
Our Stations
Inspiration train pulls up at Stockport station
Colleagues at Stockport station recently welcomed the Inspiration exhibition train as part of the nationwide Railway 200 celebrations, marking 200 years of the modern railway. Local MP for Stockport, Navendu Mishra, visited during the stop to show support for the initiative and engage with visitors.
Hosted from 1–6 May, the free, family-friendly attraction drew visitors from across Greater Manchester and beyond. Guests stepped onboard to explore interactive exhibits, rare artefacts and stories highlighting the railway’s impact, alongside hands-on activities designed to inspire future careers in the industry.
The visit was a proud moment for the station team, who warmly welcomed the community while showcasing the railway’s role locally.
Stockport’s stop built on the success of previous visits, including Crewe, where nearly 3,000 people attended over five days. To date, more than 70,000 visitors have experienced the travelling exhibition, with North West locations proving particularly popular.
Celebrating Stockport’s music scene through new station artwork
We have unveiled a new art installation at Stockport station, celebrating the town’s rich musical heritage and creating a vibrant gateway for passengers.
Located in the station underpass, the display features 44 artworks designed by local artists, showcasing musicians connected to Stockport from the 1960s to today. Each piece highlights the town’s influence on the music industry, with QR codes providing further insight into the stories behind the artists and their links to the area.
The project was developed in partnership with local Community Rail Partnerships and delivered by a Stockport-based arts organisation, bringing together six artists to capture the town’s cultural legacy.
Supported through our Community Rail Project Fund, the initiative strengthens connections between the railway and local communities while enhancing the station environment.
The installation builds on existing cultural features at the station and supports wider efforts to celebrate local identity and encourage visitors to explore Stockport’s music scene.
New station mural in Rugby supports campaign to tackle violence against women
We have unveiled a new mural at Rugby station to support the national campaign to end men’s violence against women and girls, in partnership with White Ribbon UK and Heart of England Community Rail Partnership.
Created by a local artist, the large-scale artwork on Platform 2 features people of different genders, ages and backgrounds, highlighting that everyone has a role to play. It incorporates Rugby’s town colour themes and includes a QR code encouraging passengers to learn more and take action.
Funded through our Community Rail Project Fund, the installation strengthens our commitment to creating safer, more inclusive spaces across the network and engaging local communities on important social issues.
The mural builds on our wider work with White Ribbon UK, including staff training and ongoing initiatives to promote equality and challenge harmful behaviours, helping to foster a culture where everyone feels safe, respected and supported.
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