Avanti West Coast has been awarded a long-term contract by the Department for Transport (DfT) after successfully addressing previous performance issues and improving service reliability.
This decision comes after a period of scrutiny where Avanti was placed on short-term contracts due to high cancellation rates and operational challenges. The company’s recovery efforts have led to a notable turnaround, earning them the long-term contract and allowing them to plan for continued improvements in the future.
The recovery plan, which was crucial to Avanti’s success, involved several key measures. The company increased its number of trained drivers, which reduced the reliance on rest-day working and enabled a more consistent service. A new timetable was introduced to better align with passenger demand, which, along with the other changes, resulted in a significant decrease in cancellations—from 13% in January 2023 to just 1.1% by July 2023. Furthermore, over 90% of trains now arrive within 15 minutes of their scheduled time.
Additionally, Avanti West Coast enhanced passenger facilities on their trains, including better seating, improved lighting, and the introduction of a new communication tool, Travel Companion. This service, accessible via WhatsApp, provides real-time assistance and information, particularly benefiting passengers with accessibility needs​.
Transport Secretary Mark Harper emphasized the importance of reliable rail services, noting that the improvements made by Avanti West Coast demonstrate the potential for private sector operators to deliver high-quality services when given clear goals and incentives. The long-term contract provides Avanti with the stability needed to continue enhancing their services and infrastructure, ensuring vital connections between key cities such as London, Manchester, and Birmingham are maintained at high standards​.
This development is part of broader efforts in the UK rail industry to improve service quality, reliability, and passenger satisfaction amidst ongoing structural reforms and investments.
