A TRAIN operator that has secured a new long-term has been slammed for providing a "substandard level of service to passengers for far too long".

David Jones, MP for Clwyd West, said the decision by  Department for Transport (DfT) to hand Avanti West Coast a nine year contract [which can be terminated at any point after three years with three months’ notice] is "extremely disappointing".

He said: "Avanti have provided a substandard level of service to passengers across their network, including North Wales, for far too long.  I have received a very large number of complaints about it from constituents. Avanti's performance has, frankly, been shockingly bad. 

"I have consistently pressed the Department for Transport to remove the franchise to reflect that poor performance.  

"I will be monitoring their service very closely in the future and will have no hesitation in calling again for revocation of the franchise if there is no significant improvement."

James Davies, MP for Vale of Clwyd, said Avanti has "rightly received criticism over poor services" since the pandemic. 

"I have been in regular communication with the company and the Department for Transport and have not been afraid to hold both to account," he said.

"I am pleased that the company’s new management appears to have brought with it greater reliability, and look forward to the introduction of their new Hitachi trains later this year.

"I last met Avanti’s Managing Director last Friday, when I emphasised the need to demonstrate that they value their North Wales services.  There is much work that can be done to increase the number of value fares and encourage more back onto the railway.

"I remain very concerned at rail services provided by Welsh Government owned ‘Transport for Wales’, which has the worst cancellation figures and the worst customer satisfaction rate of all rail companies in Great Britain."

Virginia Crosbie, MP for Ynys Môn, said she was "not entirely convinced" that Avanti should be given a long-term contract.

"Holyhead is the second busiest roll on, roll off port in the UK so rail connectivity is vital especially now the Welsh Labour government will not agree to a third Menai crossing," Ms Crosbie said.

“There has been improvement from Avanti over recent months. In January 13 per cent of trains were cancelled and this has dropped to three per cent now.

“I am not entirely convinced the company should be given a long-term contract but I am prepared to give it the benefit of the doubt. However, it comes with a condition: this recent improvement must continue and Avanti must restore the pre-covid timetable for North Wales with direct trains to Euston.

“My Ynys Môn constituents can be assured: I will be keeping a close eye on Avanti’s performance and I will not hesitate to call out any problems on behalf of passengers.”

Robin Millar, MP for Aberconwy, commented there is a "long way to go to get the service we need in North Wales".

He said: "I hear regular complaints from constituents about overcrowding, lack of frequency, poor cleanliness and unreliability in our rail services. As a regular rail user myself, I recognise these frustrations. However, I have seen an improvement in the Avanti services in recent months and in my discussions with Avanti officials I have heard about their plans and the steps they have taken to improve their service.

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“There is a long way to go to get to the service we need in North Wales and could expect, but I welcome today’s announcement for the long-term stability it offers to the operator Avanti to continue improvements and invest in an enhanced passenger experience. That must be good news for users.

“I also fully support the inclusion of the three-year break clause to the contract to ensure Avanti does continue its work to restore service levels.”

Avanti's new contract starts on October 15. Previously Avanti were handed two consecutive six-month contracts and ordered to develop a recovery plan aimed at addressing poor performance on vital routes. This was largely attributed to drivers refusing to work paid overtime shifts.

The operator, a joint venture between FirstGroup and Italian state operator Trenitalia, runs trains on the West Coast Main Line between London Euston and Glasgow Central, with branches to Birmingham, North Wales, Liverpool, Manchester and Edinburgh.