Service creditClaim within 28 daysTakes a few steps
Compensation for delays of 15 minutes or more (Delay Repay)
Requires creating an account and submitting ticket/journey details via portal or form, but data is standard and machine-retrievable.
“You can claim Delay Repay if your journey has been delayed by 15 minutes or more. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost.”Avanti West Coast policy page, What is Delay Repay?
What to include: ticket number, proof of purchase, journey date, scheduled train details
Service creditClaim within 28 daysTakes a few steps
Delay Repay compensation for train delays of 15+ minutes
Claim requires uploading a ticket image and journey details via an online form or account, more than a single message.
“We offer compensation after 15 minutes' delay, no matter what caused it. The longer you're delayed, the more you can claim up to the full cost of your journey with us.”Avanti West Coast policy page, How to claim Delay Repay
What to include: ticket (photo/scan/screenshot), journey/delay details
CompensationNo deadline statedHarder to claim
Overnight accommodation if a delayed journey cannot be completed
Requires real-time arrangement with staff during disruption, not a post-hoc claim an agent can submit remotely.
“If we cannot do either of these things, we will provide you with somewhere to stay for the night, so you can continue your journey the next day.”Avanti West Coast policy page, If things go wrong
What to include: proof of disrupted journey preventing completion
Price promiseClaim within 1 daysSimple to claim
Price promise: refund of difference if cheaper fare found within 24 hours
An agent can submit the booking reference and a screenshot/link of the cheaper price in one message.
“If you book an Avanti West Coast ticket through avantiwestcoast.co.uk or on our app then find a cheaper publicly available price online within 24 hours of booking, we'll refund the difference. The ticket must be on the exact same date, time and ticket type and for a full journey...”Avanti West Coast policy page, Price promise guarantee
What to include: booking confirmation, link/screenshot of cheaper public price
RefundNo deadline statedTakes a few steps
Refund or exchange of tickets depending on ticket type
Requires checking ticket type and fare conditions before eligibility can be confirmed, and processing via account login or phone.
“Changes to the date and time of a ticket may be permitted depending on the type of ticket and availability of alternatives, but exchange may not be available for certain ticket types. Refunds will depend on the type of ticket and conditions applicable to it and may not be...”Avanti West Coast terms, Changes, cancellations and refunds 1
What to include: order id, ticket type
RefundClaim within 28 daysTakes a few steps
Full refund if train delayed/cancelled and you don't travel, or journey abandoned
Requires physically or digitally returning the unused ticket to the original seller, not a single-step chat claim.
“If the train you planned to catch is delayed or cancelled (or we cannot guarantee your reservation) and you decide not to travel, we will give you a full refund. You will also receive a full refund if you have started your journey but it is disrupted and you cannot complete it...”Avanti West Coast policy page, Refunds
What to include: unused ticket
Replacement or repairNo deadline statedTakes a few steps
Free alternative transport when step-free access is unavailable
Must be arranged with staff at the time of travel rather than claimed afterward via message.
“If steps are a problem for you and there are any short-term problems, for example a broken lift, we will arrange alternative transport (usually a taxi) at no extra cost. This transport will take you to and from the nearest or the most convenient accessible station.”Avanti West Coast policy page, Help and assistance (Station and onboard facilities)
What to include: mobility need, notice of access issue (e.g., broken lift)
RefundNo deadline statedTakes a few steps
Voluntary refund if train running normally but you choose not to travel
Requires returning the ticket to the point of purchase before a specific time cutoff, more than a single automated request.
“If the train service is running normally and you decide not to travel for your own reasons, you can get a refund. Return your ticket up to 23:59 the day before your ticket becomes valid for travel.”Avanti West Coast policy page, Refunds
What to include: ticket
RefundNo deadline statedTakes a few steps
Partial refund for unused portion of Season tickets
Requires physically returning the season ticket to the point of purchase for manual calculation.
“In most cases, you can get a refund for the unused portion of Season tickets. Return the ticket to the station or agent you bought it from, and we will calculate the refund from the date you stopped using the ticket.”Avanti West Coast policy page, Refunds
What to include: season ticket
Based on Avanti West Coast's public terms and policy pages, read on 30 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.