London, United Kingdom
Euston Station
N/A
+44 3455280253
What is this hot mess of train operator! Bring back virgin trains or nationalise it. First dates change to when tickets are released, people cannot plan, then after accept payment for ticket been asked to call back for seat reservation, and each time been told seat reservation not released...then when I do call, no seats left...so left with a 95 quid ticket with no seats and not sure how to get back, dont blame COVID for unable to get bookings system in place. Covid is a respiratory disease not logistics disease.
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I'm surprised about the low scores. As a frequent user of Avanti Trains I can honestly say their services are world-class. They have improved the website from the previous owners. Now it's so easy to book tickets I don't even have to sign in! Previously i had to sign In then print the tickets at the station or pay for a text. Now, the tickets are sent to your email, you download the ticket to your phone for free and show the tickets as your boarding the train. SO SIMPLE!
Poor service all round. I have contacted customer services who have not answered my issues correctly. 1st class service is non existent even though you will pay a massive premium for this and you wont be told about this when booking. Due to COVID you have to pick up a breakfast box from the buffet car. Most of the time there isn't one available. Wouldn't it be safer to have them brought to 1st class rather than have 40 people walking through the train. 1st Class lounge at Crewe is also closed. Standard class you will find someone sat in your seat especially if its a table seat. The prices are highly inflated even though not many people are travelling. Also you cannot book for next month as they are changing the service. The website is always apologising saying it's running slow. If you try to book a train in advance you have to wait until you get to the book a seat page before you find that the booking is not available.
Trains are ok. Service in 1st class could be a lot better. The food was cheap. Not worth it.
V disappointed your new app.i usely book my ticket at SHEPHERD BUSH STATION .I working in London b lived in Manchester n I going back twice a month.last week I try ur new app I booked A OPEN TICKET WITH SENIOR RAILWAY CARD for 60.80 but they said I have to book my seat reservation n fixed time to travel N I JUST CANCELLED MY BOOKING n going back SHEPHERD BUSH STATION TO BUY THE TICKET n the staff TOLD ME I MUST MADE A SEAT RESERVATION. I EXPLAINED TO THEM .I BOOKED THE OPEN RETURN n he said the system only accepted when y make reservation. Avanti west coast management PLS PLS FIX THIS BIG BIG PROBLEM. THANKS A MILLION.
I have felt a significant improvement in travel and services since Avante took over from virgin. The app and website are far easier to use than Virgin ever was and there is now free wifi in standard class. My elderly mother recently booked a number of incorrect none refundable tickets, wrong stations, wrong railcards, the lot. I contacted customer services on her behalf and found them to be very helpful and was refunded all the tickets as a good will gesture.
The toilets are always unclean, which means that the nearby coaches reek of urine (the trains are generally dirty all round). The customer service is non-existent, and they delete negative comments from their social media pages. They are also a complete rip off, just like Virgin before them
In comparison to Virgin a poorly performing website I have not been on the trains, but the website is poor when you comes to booking, lots of bugs. Recently booked tickets for my mother over xmas and it didn't book the return seat reservation, probably due to covid restrictions. I recieved an email telling me to book a seat, so one would assume I could easily ammend it online, but no I have to email and hope or alternatively I have to speak with a call center in India. If this is proof the rail franchise system doesn't work I don't know what is.
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