Improving services for the benefit of our customers
 
 

Introduction from Richard Scott, Director of Corporate Affairs at West Coast Partnership.


It’s been a while since our last full newsletter, but throughout this time we have been keeping stakeholders up to date with 23 bulletins focussing on operational issues and how we are dealing with challenges, including industrial action and engineering works. This follows feedback we have previously received from stakeholders on improving the timeliness of our information sharing on operational changes.

 

We know in the latter half of 2022 our customers were not getting the service they deserve. We are sorry for the enormous amount of frustration and inconvenience this caused and are grateful for the patience our passengers have shown. While we still have further to go to fully achieve our aims, especially with the continuing backdrop of industrial action across the whole network, we firmly believe we are taking a significant step on the way to recovery. We remain committed to improving rail services for the benefit of our customers.

 

In December, we introduced more services across our routes as part of a major timetable change. We now run 1,789 services each week, with the timetable change delivering a 40 percent increase in services each day. Manchester has returned to three trains per hour to and from London while services between London and Birmingham operate twice an hour, with a third service per hour during busy periods. North Wales has more direct services a day than in May 2022.

 

Two of our recent stakeholder bulletins have included detail on our May 2023 timetable and the Carstairs engineering works. You can read about these in more detail by clicking the links, but in summary:

 

  • Between March and June, Network Rail will be modernising Carstairs Junction in Scotland. This very significant project will upgrade a key section of the West Coast Main Line, which links Glasgow and Edinburgh to London. The work includes re-configuring and renewing the existing track, along with associated signals and overhead lines. Once complete, track, signalling and overhead electrification equipment will be more reliable, and easier to operate and maintain.
  • We will be operating a new timetable from 21st May. Minor service changes are needed to deliver the service resilience and flexibility that enable the introduction of our new Hitachi fleet – specifically on the Birmingham, North Wales, and Liverpool routes.

 

As we will cover in more detail below, we’ve also been continuing to make other improvements for the benefit of customers and our colleagues, including working with partners to deliver our new fleet and encouraging more female applicants through our driver recruitment campaign.

 

We always welcome your feedback on how we can enhance our communications with you. If you have any feedback or issues for us to consider, please email stakeholders@avantiwestcoast.co.uk, or alternatively please do get in touch with our team of dedicated Regional Growth Managers if you want to discuss this or any other aspects of our business.

 
 
 
Train driver celebrated in giant mural encouraging more women to drive trains
 
 

In January, we unveiled a mural at Euston Station celebrating Karen Harrison, who in 1979 overcame prejudice to become one of the first female train drivers in the UK, as part of our campaign to encourage more women to follow in her footsteps.


In January, we unveiled a mural at Euston Station celebrating Karen Harrison, who in 1979 overcame prejudice to become one of the first female train drivers in the UK, as part of our campaign to encourage more women to follow in her footsteps.

 

Designed by renowned street artist, Akse, the mural intends to help tackle the stereotype that train driving is a job for men. Alongside, we pledged to increase the percentage of female recruits to 50% by 2030, by breaking down the barriers for women entering the rail industry, including changing the way the business recruits to make it more female friendly.

 

Despite Avanti already being ahead of the industry average with 13% female drivers, the reminder of Karen’s achievements seeks to inspire the next generation and is the first part of a long-term drive to increase the number of female drivers on the West Coast Main Line.

 

Record numbers of female applications were received in this latest round of driver recruitment. Over 1500 applications from women were received, all hoping to secure one of the 100-120 new driver roles with Avanti West Coast. Successful applicants at depots across the UK will commence their training later this year and into 2024.

 

To mark International Women’s Day on 8 March, we announced the image will not be removed as originally planned. It has also been updated with new wording as it continues to convey its message.

 

You can find the full press releases and a video about our campaign here and here.

 
 
Fleet update: Testing new Hitachis and Pendolino refurbishment nears halfway mark
 
 

We are making great progress in upgrading our trains, with work continuing on both the new Hitachis and the refurbishment of our Pendolinos. These projects will bring significant improvements to the service we can deliver for our passengers and the communities we serve.


We are making great progress in upgrading our trains, with work continuing on both the new Hitachis and the refurbishment of our Pendolinos. These projects will bring significant improvements to the service we can deliver for our passengers and the communities we serve.

 

Hitachis

 

Last month, the first two of our new fleet of Hitachi trains moved to Alstom’s Oxley depot following two months of dynamic testing at Network Rail’s Rail Innovation and Development Centre (RIDC) at Melton Mowbray.

 

The two trains will now be put through their paces over the coming months, running up to their full speed of 125mph, with a view to clocking up thousands of miles of fault-free running before entering passenger service. Several new features for customers will be assessed including improved passenger information, seat reservation system, multiple running (two trains coupled together) and selective door opening, which allows the trains to call at stations with shorter platforms.

 

The new Hitachi trains are set to replace our diesel-only Voyager trains later this year on routes from London to the Midlands, Chester, North Wales and the North-West, leading to a 61% cut in carbon emissions. Quieter and roomier, with more reliable Wi-Fi, wireless charging for electric devices and a real-time customer information system, the new 23-strong fleet is the result of a £350m investment in sustainable travel.

 

You can find the full press release here.

 

Pendolinos

 

Avanti’s fleet of 56 Pendolinos is being transformed as part of the UK’s biggest train upgrade. The £117m upgrade programme was two years in the making and involved experts in technology, customer information and ergonomics. One train is being refurbished every two weeks, with the last train set to be refurbished in 2024.

 

Last month, with our partners Alstom and Angel Trains, we hosted Members of Parliament, Councillors, and representatives from the Department for Transport at Alstom’s Widnes Technology Centre to see the refurbishment work. You can see a video of the visit here.

 

Iain Stewart MP, Chair of the Transport Select Committee said: “It has been a fantastic visit to see the iconic Pendolino trains going through their refurbishments. I really approve of the new seat designs, very comfortable and it just has a very classy finish.”

 

David Linden MP, Member of Parliament for Glasgow East said: “One of the things that we’ve really seen today at Widnes is that attention to detail. That real focus on passenger comfort, making sure that there’s more luggage space, making sure there’s more plug points. It’s just been really good to see that investment on the rail network.”

 

As work approaches the halfway mark, we have also highlighted the importance of sustainability in the choice of the new Pendolino interior as part of its refurbishment.

World renowned manufacturer, Axminster Carpets, provide renewable and biodegradable woollen carpets which naturally absorb humidity and Volatile Organic Compounds (VOCs) to improve air quality. As an insulator, wool also absorbs sound, helping to reduce noise. It also retains heat and releases it slowly – helping to regulate onboard temperature and reduce heating costs.

 

The entire fleet of 56 trains require over 20,000 square metres of carpet – using the wool of more than 30,000 sheep. In addition, the carpets in three carriages of each train have a bespoke design to help better identify the designated areas for passengers with restricted mobility (PRM) and discourage passengers from placing luggage there.

 

You can find the full press release and a video here.

 
 
New communication channel for disabled customers to connect them to specialist support while travelling
 
 

Avanti West Coast has launched a dedicated communications channel to provide disabled customers with additional help during their journey in a first for the UK rail industry.


Avanti West Coast has launched a dedicated communications channel to provide disabled customers with additional help during their journey in a first for the UK rail industry.

 

Called ‘Travel Companion’, the channel utilises the widely used messaging app, WhatsApp, to connect passengers on the West Coast Main Line to someone with similar experience who can offer specialist support while travelling.

 

Staffed by specialist members of Avanti West Coast’s social media team who have passion and empathy for accessibility, as well as knowledge of it, Travel Companion aims to improve journeys when the unexpected happens by giving disabled customers the opportunity to chat to someone who understands.

 

This means they don’t have to explain in detail what support they need – making it a better experience for the customer.

 

Whether it’s a lift suddenly out of order, or a wheelchair user needing help from a Train Manager while onboard, customers can reach out for extra assistance by messaging Avanti West Coast Travel Companion on WhatsApp. A member of the team will then exchange messages with the customer to check their needs and help in a way that’s right for them.

 

You can find the full press release here.

 
 
Championing diversity with children’s book donations
 
 

Avanti West Coast has donated hundreds of books to primary schools along its route to encourage children to read and help them learn about diversity.


Avanti West Coast has donated hundreds of books to primary schools along its route to encourage children to read and help them learn about diversity.

 

Working with Little Box of Books - a children’s book company that find representative, inclusive books from a diverse range of authors – the train operator has gifted hundreds of titles to 18 schools local to the West Coast Main Line. 

 

Boxes containing 100 books that reflect society were delivered to primary schools in London, Birmingham, Stafford, Stoke-on-Trent, Crewe, Holyhead, Runcorn, Macclesfield, Manchester, Wigan, Preston, Glasgow, and Edinburgh ahead of World Book Day 2023.

 

The donations are designed to get young people reading, while giving them access to literature that represents society.

 

This is the second year Avanti West Coast has teamed up with the children’s book company to give pupils the opportunity to read. It is part of its commitment to engage with 4,000 pupils through its School Programme, which aims to connect those from different ethnicities and disadvantaged backgrounds to opportunities.

 

To help children celebrate World Book Day, Avanti West Coast staff will read to children from the selection of books as part of sessions being held at schools and its stations.

 

You can find the full press release here.

 
 
Celebrating 60-year milestone for Stafford station
 
 

Avanti West Coast has marked 60 years since the modernisation of Stafford station by installing colourful displays from schoolchildren around the building.


Avanti West Coast has marked 60 years since the modernisation of Stafford station by installing colourful displays from schoolchildren around the building.

 

Teaming up with North Staffordshire Community Rail Partnership (a group who work with communities to promote and develop the Crewe-Stoke-Derby rail route, as well as Stafford, Stone and Penkridge stations) we reached out to local schoolchildren to celebrate the 60th anniversary of Stafford’s rebuild.

 

Pupils from Parkside Primary School were invited to create artwork illustrating destinations in the UK that can be reached by train from Stafford. The drawings and sketches take inspiration from people synonymous with the towns and cities, including artist L.S Lowry and The Beatles.

 

Stafford station was rebuilt in the 1960s as part of British Railway’s modernisation programme which saw the introduction of the electrification to the West Coast Main Line. It involved the construction of buildings on all platforms, as well as the concourse and booking office block.

 

You can find the full press release here.

 
 
Serving up special brownie with taste of Wigan delicacy
 
 

Last year, Avanti teamed up with local suppliers to recreate a recipe by one of our staff that champions a traditional Wigan delicacy and which will be served on board.


Last year, Avanti teamed up with local suppliers to recreate a recipe by one of our staff that champions a traditional Wigan delicacy and which will be served on board.

 

Working with Flintshire bakery, The Pudding Compartment (who supply cakes and biscuits to Avanti) and traditional sweet company, Uncle Joe’s, we produced a bespoke bake - Uncle Joe’s Mint Balls Brownie – for our latest seasonal First Class Menu.

 

Based on a recipe by Preston-based Train Manager, Helen May, the brownie celebrates Uncle Joe’s Mint Balls – a popular mint-flavoured sweet manufactured in Wigan using the same traditional methods as when it was originally made in 1898.

 

The classic combination of chocolate and mint showcasing a local confectionery was selected as a sweet treat for customers following an internal baking competition to create a limited-edition product that can be served in First Class.

 

You can find the full press release here.

 
 
 
Restoring village Post Office with new pop-up counter at Oxenholme station
 
 

Last year, Avanti helped a Cumbrian community restore its Post Office with a new pop-up counter at Oxenholme station two years after it was deprived of its only service.


Last year, Avanti helped a Cumbrian community restore its Post Office with a new pop-up counter at Oxenholme station two years after it was deprived of its only service.

 

Working with Tim Farron, MP for Westmorland and Lonsdale, and local Postmaster, Phil Ballantyne, we provided the Cumbrian station as a venue for an outreach Post Office service – where a Postmaster comes to premises within a community for limited hours each week to provide services. It is believed to be the first of its kind on the West Coast Main Line and one of a few Post Offices operating at a railway station in the UK.

 

The pop-up facility will be available in the station’s ticket office, supporting the community’s efforts to bring back Post Office services, which were lost when the branch closed in February 2020.

 

Tim Farron, MP for Westmorland and Lonsdale, said: “After two and a half years of working with Avanti West Coast and local councillors, I’m delighted that we have finally secured a new post office for Oxenholme. This is a key local service that residents have been deprived of ever since the previous post office closed just before the pandemic, so it’s great news that it’s now open and in a prime location.”

 

You can find the full press release here.

 
 
West Coast Partnership Development launches new website
 
 

West Coast Partnership Development (WCPD) has launched its new website for the latest news, updates and information on the team, as well as our work with key partners.


West Coast Partnership Development (WCPD) has launched its new website for the latest news, updates and information on the team, as well as our work with key partners.

 

WCPD is proud to be designing new high-speed services, as well as reshaping existing Avanti West Coast intercity services, which will deliver benefits across the West Midlands, North West and Scotland.

 

The site contains background on WCPD’s role to champion the customer and their future experience, with the aim of setting new standards, as well as information on working with partners – HS2 Ltd; FirstGroup and Trenitalia; and Network Rail, to deliver this once-in-a-generation programme.

 

Updates will also be posted on WCPD’s LinkedIn page.

 

There are many exciting years to come – and we look forward to sharing them with you!