'Overcrowded and overpriced – and as for the toilets, take a hazmat suit' – your views on Avanti West Coast

The company has just embarked on a £117 million refurbishment project, with 25,000 new seats, a redesigned on-board shop, additional luggage space and better on-board information screens. Other changes include upgraded lighting, refurbished toilets and new carpets.

But Avanti West Coast has a long way to go if it is to change the opinion of passengers.

They complain of cancelled services, extortionate food and drink prices, overcrowding, poor customer services and, of course, the cost of tickets.

It probably isn't surprising that most reviews are negative. Those that have had a comfortable and uneventful journey are less likely to post a review.

But they do mirror the type of issues that passengers have been raising ever since Avanti West Coast took the contract from Virgin Trains in 2019.

Nicola C perhaps sums up the frustration of many with a review posted last month for a trip between London and Chester.

She says: "Outbound train cancelled. Next train no longer stopping at my destination. Inbound train cancelled. Computer onboard malfunction, no hot food, no seat reservations. Internet not working despite saying connected by five bars of signal. So basically nothing works. £130 for the pleasure."

Another post from someone a pseudonym ironically called LoveTravel added: "I feel as if they have found the most miserable, unhelpful, rude and mediocre staff in the world and given them jobs.

"Forget even bothering to book a ticket and take a sleeping bag. Seats are overbooked, people are standing and sitting in aisles, passages, in front of toilets. No help from staff and overpriced. Who wants to stand for five hours on a train. And as for the toilets, take a hazmat suit."

Another, Mark B, said: "Have just returned from a weekend away in London and I think that this will be the last time I ever use Avanti.

"My train going to London from Birmingham was cancelled at very short notice. I had to take the next one which consequently was extremely busy and whilst I was lucky to find a seat, the train was packed with passengers standing right next to me encroaching on my personal space.

"My train back from London was also cancelled which, to be fair, I fully expected to happen. Absolutely appalling way to treat your customers and to run a company. Bring back Virgin Trains now!"

Since taking over the franchise, Avanti West Coast has faced fierce criticism over delays and cancellations and there have been calls for it to have its licence removed, despite it being renewed last September for up to nine years.

The company, a joint venture between FirstGroup and Trenitalia, an Italian train operator, was criticised by Greater Manchester Mayor Andy Burnham. He said: “I’ve completely run out of patience. I cannot accept this railway line being left in this perennial state of chaos.”

With Labour pledging to look at Avanti's licence, it may be that Virgin could make a return.

It is already looking at the possibility of setting up a rival service between London and Glasgow, passing through Birmingham, Wolverhampton and Stafford.

Virgin wants the Office of Rail and Road for an 'Open Access' licence that would enable it to return to the tracks and would certainly be a willing partner if Labour was looking for wholescale change..

The company enjoyed more popularity and its service record was better, although it is worth pointing out that it lost the franchise before the chaos and confusion brought on by the Covid pandemic.

The previous train company was a joint venture between Sir Richard Branson's Virgin Group and Stagecoach, the Scottish bus and rail company.

But a spokesperson for Virgin said that it had had made the application independently. If it was successful, it would manage the trains itself.