If you win an upgrade on an Avanti West Coast service and your trip is delayed or cancelled you may still be able to use your upgrade.
Our agreement with Avanti West Coast is that if the train on which you have purchased an upgrade is cancelled or delayed by more than 60 minutes, special arrangements will be made to accommodate you on the next available Avanti West Coast train. You will need to contact your travel provider directly if you need further information on this. Contact information can be found in our ‘Need more help’ article here.
If your trip is delayed by 15 minutes or more you will need to submit a delay repay form on the Avanti West Coast website and ensure that you include a picture of your Seatfrog upgrade confirmation email.
If your trip qualifies for the Automatic Delay Repay your Standard Advance ticket fare will be refunded automatically by Avanti, but you will still need to submit a claim for your Seatfrog upgrade.
If the train service you are travelling on is cancelled by the rail operator please contact firstname.lastname@example.org for a refund on your unused upgrade.