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

We’re working hard to deliver consistently reliable services. Across the last five months, cancellation levels have been steadily and consistently improving across the network. We’ve gathered below some of the key industry metrics that show how we’re doing on cancellations, punctuality and delays, customer satisfaction, and generating growth so that you can judge this for yourself. We’ll update these in every newsletter, but if you want to see more up-to-date information, you can visit our website or that of the Office of Rail and Road, which collates key stats and compares these for different train operators.

The level of Avanti-caused cancellations has dipped below 2% for the first time in a year following a spike late last year. Improved rosters, an overtime agreement and continued recruitment and training is improving reliability further. There remains an industry-wide concern about fundamental problems of outdated Terms and Conditions which we are discussing with Government and industry partners. Alongside, we have taken action to improve rosters, negotiated changes to historical leave arrangements, and undertaken unprecedented levels of recruitment and training. 

We have seen three consecutive periods of improved punctuality performance after a low-point in P4, amid ongoing work with Network Rail and other industry partners to jointly address the key drivers of poor performance.

As the prime long-distance operator on the West Coast Main Line, Europe’s busiest mixed-use rail route, we see a far higher proportion of delays caused by external factors, including infrastructure.  

We’re pleased to see such consistently high standards for customer service, but are working to consistently hit targets at stations and onboard.

We have seen some encouraging trends this year, with levels of growth outstripping that of other long-distance operators. We are investing in a better service because we want people to trust, enjoy and choose our services, and ultimately deliver growth. 

We have been actively supporting the people, places and communities we serve, including a new round of customer and community funding, a unique tribute for Remembrance Day, and continuing to provide more opportunities through our Feel Good Field Trips.   

Apply for our Customer and Community Improvement Fund

We have now launched the fifth year of our Customer and Community Improvement Fund (CCIF) to support projects that bring benefits to stations and the communities surrounding them. The fund aims to make a positive impact across our route through new initiatives aimed at stations as well as addressing regeneration challenges and social needs in surrounding communities. Since its introduction in 2019, multiple projects have been supported by the fund including open-air creative workshops, improved accessible travel in countryside locations and education for young people around the risks involved with anti-social behaviour on the railway. Interested charities, organisations and community groups can submit applications for the funding to improve an area local to them, to help create a more inclusive and connected community. Submissions for projects must be in an area within 10 miles of a station along the West Coast Main Line, which runs between London, Scotland and North Wales. The closing date for applications is 23:59 on 10 January 2025. For more information about CCIF and guidance on how to apply for a share of the fund, click here.

Building a poppy wreath for remembrance

Last week we joined the Royal British Legion (RBL) and Poppyscotland to create and transport a poppy wreath to London Euston in partnership with the East Cheshire Poppy Appeal. The railway has a long connection with the Armed Forces and we’re pleased to have recognised this by joining the RBL and Network Rail for this special initiative that has brought people local to the West Coast Main Line together. Veterans as well as volunteers built a wreath from poppies while it made its journey from Glasgow to London by train. The plain wreath began its journey at Glasgow Central where our colleagues decorated it with its first tribute before it departed at 8:00am – with a bagpiper sending off the Pendolino service from the platform. Veterans who work for Avanti joined RBL supporters at 15 railway stations along the route to greet the train and present posies of poppies. At London Euston a welcome party greeted the train before the wreath - representing tributes from colleagues and RBL supporters along the West Coast Main Line - was carried to the station’s memorial as part of a procession.

Feel Good Field Trips

Another key part of our community work is our Feel Good Field Trips, which are on course to give 5,000 school pupils the chance to travel by train for fun and educational days out that may have previously been inaccessible for them. Over 100 excursions having already taken place, ahead of our parliamentary reception to celebrate the programme early next year. Recent trips include taking Year 12 pupils from St John Henry Newman College in Carlisle by train to Glasgow Central for a fun and educational day out at The King’s Theatre centred around the new stage production of Agatha Christie’s Murder on the Orient Express. The A-Level students were given a tour of The King’s by venue staff, followed by sessions with the cast and production team members. After the behind-the-scenes insight, the students watched a matinee performance of the show.  

We continue to work with our colleagues to promote a railway inclusive for all, including marking Black History Month and White Ribbon Day. 

Celebrating Black History month with our colleagues 

Avanti Colleagues up and down the West Coast celebrated Black History Month in October, with more than 300 people in attendance. It was the 5th anniversary of colleagues celebrating Black History and culture. At London Euston, we hosted a range of health and wellbeing specialists, with two NHS sickle cell specialists, Mary and Paula, who discussed sickle cell and thalassaemia and the impact of being a ‘trait’ carrier and support for those will the illness. Our guest mental health speaker, Leon Berry, from A Safe Place 2 Talk, highlighted the importance of mental wellbeing. We also hosted a Unity on Tracks celebration for colleagues at Birmingham New Street, with the focus on ‘Reclaiming our narratives’, the event highlighted key figures across black Britain who have helped shape the country post-WW2. You can read Avanti colleague Camille Parchment reflections on organising her Caribbean themed event here.

Marking White Ribbon Day

We will also be marking White Ribbon Day with our colleagues coming together to sing Katy Perry’s ‘Roar’ at Birmingham New Street on the morning of Monday 25 November in support of the campaign. White Ribbon UK works to prevent men’s violence against women and girls, even before it even starts. This year’s theme ‘it starts with men’, focuses on enabling men and boys to be changemakers and ambassadors for the campaign to end violence against women and girls, and we are pleased our colleagues will be contributing to raising awareness.

On 11 November our £350m investment in our new Evero fleet reached an important milestone with the first service between Liverpool and London. Our Everos provide a significant improvement in comfort and a much greener way to travel, alongside the largest ever fleet upgrade in the UK thanks to the £117m investment in our Pendolinos.

See what our stakeholders in Liverpool are saying about the new fleet. 

Evero 807001 departed Liverpool Lime Street at 0901 on Monday with a launch event attended by representatives from Liverpool Combined Authority, City Council and Chamber of Commerce, as well as Marketing Liverpool and Transport for the North. Our MD Andy Mellors spoke at the launch alongside Councillor Liam Robinson, Leader of Liverpool City Council.

The Evero fleet is quieter, roomier, and delivers an over two-thirds reduction in carbon. Customer benefits include wireless charging, improved Wi-Fi, more seats than the trains they replace and greater legroom thanks to a more ergonomic design, larger luggage racks and more real-time customer information screens which are easier to read. The new trains also feature improved wheelchair spaces with contrasting carpet and a large accessibility symbol, so customers do not place their luggage in this space. There will be improvements to the accessible toilets compared to the previous fleet as well as Braille and large print labels on seats.

These additional weekday departures are part of our plans to run more services between Liverpool and London, supplementing the current hourly service. As well as Liverpool, the new seven carriage trains will also run between London, the West Midlands and Blackpool, with further increases planned as part of next month’s timetable uplift.

This follows the inaugural Class 807 passenger service between London and Birmingham last month, and over 150 days in service for the Class 805 Everos on the West Midlands, Chester and North Wales routes.

Steve Rotheram, Mayor of the Liverpool City Region, welcomed the ‘landmark’ launch of the first fully electric Evero service between Liverpool and London, saying “The £350 million investment in greener, more comfortable trains is not only a step towards a more sustainable future, but also a huge boost for connectivity and the local economy.

“Here in the Liverpool City Region, we know all about how important good-quality trains are, so it’s exciting to see this new fleet offering people more options for travel. The new service will not only make it easier for people to travel between Liverpool and the capital, but it supports our efforts to make the Liverpool City Region a thriving, green economy.

“I’m excited to see how this will contribute to a more sustainable transport network and help to connect communities across the country.”

We look forward to welcoming more stakeholders on our new Evero trains soon. You can read more about them here.

With Christmas around the corner, we have now released all of our best fares and published travel advice for Christmas and New Year, rolled out water refill points on our trains, and celebrated a very special milestone for one of our colleagues.  

Releasing our best fares for Christmas

We have now released our tickets for Christmas travel dates, so our customers can plan ahead for their journeys with our best value fares and the added benefit of more flexibility. All ticket types, including the cheapest advance tickets, are now on sale, so families planning a getaway over the Christmas holidays or a trip to the panto and Christmas markets can take advantage of the best value fares. This includes Standard Class single fares to and from London:

• Birmingham £16
• Liverpool £25
• Manchester £36.50
• Glasgow £46

As an added benefit over the festive period, we have removed peak restrictions from Friday 20 December up to and including Sunday 5 January – giving customers access to better value fares, as well as greater flexibility with their journeys.

To ensure a more comfortable journey, we are encouraging customers to consider travelling to or from London Euston before Tuesday 24 December or from Thursday 2 January. Avanti West Coast services will finish earlier on Christmas Eve and New Year’s Eve and start later on 27 December and New Year’s Day. Between 23 December and 4 January, Network Rail will be completing several upgrades on the West Coast Main Line. In addition, major rail upgrades taking place over Christmas and New Year affecting journeys into London Paddington and London St Pancras will mean trains to and from London Euston will be busier than usual.

Free water refill points rolled out

In a first for the railway industry, complimentary water will now be available for those who are travelling on any Pendolino or Evero train. The easy to use dispensing points proved to be a big hit with customers in the initial trial, whilst also helping to reduce the amount of single use plastic. In pre-launch operational testing, customers travelling onboard the Pendolino fleet consumed over 21k litres of water in three months, the equivalent of 42,000 standard sized 500ml plastic water bottles. The water for the Pendolino refill stations is provided by Wenlock Spring, a second generation family business based in Shropshire, and sourced from a protected historic spring, dating back to 1086, which is located near the famous Wenlock Edge.

Celebrating Avanti Driver and Assessor's 50 years on the railway

Back in October, our driver trainer and assessor, Girish Jani, 67, retired after half a century working on the West Coast Main Line. He took to the controls of a Pendolino train for one last time on a journey from Crewe to London Euston before his retirement. The starting location and destination of his final train journey as a driver were pertinent as they have been two key places in his railway career. He clocked up many decades of his service at Euston, while Crewe is one of our Driver Training Centres where he has been based for the last 18 months, training the next generation of drivers, imparting his knowledge and experience to trainees who are new to the role.

We continue to collaborate with our partners to make and support investments in our 16 stations, including a new ticket office and first class lounge in Glasgow, and brightening up our stations with new art installations and award-winning floral displays. 

New ticket office and first class lounge at Glasgow Central

We have now opened a new AWC Ticket Office and First Class Lounge at Glasgow Central, as part of a £5m investment by Network Rail. Located in the historic Caledonian Chambers near to platforms 1 and 2 – where our Pendolinos arrive and depart – the Ticket Office and First Class Lounge now mean facilities and staff are closer to our customers. Designed to provide a better journey experience and improved accessibility, the Ticket Office has two welcome desks, more ticket machines and user-friendly information screens. Staff will also be equipped with handheld devices to assist with customer queries – offering a more visible presence. Glasgow is a key destination on our route and a city we’re proud to serve, so we’re delighted we now have welcoming facilities that complement the beautiful station and can be enjoyed by our customers travelling to and from Glasgow Central.

Unique artwork celebrating Crewe unveiled 

We were delighted to unveil an art installation celebrating Crewe at the town’s railway station as part of a community project to engage young people in the railway. Located on platform 12, the art installation features icons from organisations and industries associated with Crewe, and is made up from repurposed waste materials including bottle tops, toy parts, buttons, pens, beads and tiles. They have been created as part of a project by Central Cheshire Buddies Scheme – a charity that supports children and young people with disabilities, as well as sibling young carers. Train Buddies aims to give disabled children and young carers experiences linked to the railway they would not ordinarily have access to. It will see three of the charity’s activity groups take the train for days out on the West Coast Main Line by the end of March 2025 - a total of 24 journeys. Supporting projects that make a positive difference to the people and places we serve is important to us. We’re proud to play our part in connecting disabled children and young carers to new experiences. We look forward to welcoming Cheshire Buddies for their next journey and hope they catch a glimpse of their brilliant artwork as they arrive or depart the station by train. 

Rugby station wins prestigious award

Passengers travelling through Avanti’s Rugby station will also have noticed a brighter environment, with the station winning a first prize in this year’s Rugby in Bloom competition, coming tops in the ‘Industrial’ category. It’s the third consecutive year the team have won in Rugby Borough Council’s annual event. We want our stations to be more than just a place where you catch a train and the two million passengers who use Rugby station each year benefit thanks to the hard work of the station team, particularly Customer Service Team Leaders Yunus Sanders (pictured below) and Marlon Golding. The flowers featured in both hanging baskets and garden displays, with new ‘insect hotels’ for the increasing number of bugs attracted to the station by the floral offerings.