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Contact Us

Due to a large number of contacts from our customers, it is currently taking longer to respond to all customers. We will respond to everyone as quickly as possible and we thank you for your patience during this time.

Refunds

  • How do I apply for a refund for a ticket bought online?
      • With an Online Account

        If you have an online account, please login, most tickets will be suitable for a self-service refund.

        Please access your account and request a self-service refund for each ticket that you no longer need.

        Please Note however, this will not be the case for Advance tickets:

        Advance tickets that have been collected 

      • Fill out the form on the at the bottom of the page.

        1. Write ‘COVID-19 Refund’ on the ticket using a blue or black marker pen or Biro.
        2. Take a photo of the ticket(s) cut in half diagonally and attach this photo to the web form at the bottom of the page. 
        3. Once you have submitted your refund request, we will review it and contact you for further details.
        4. Due to current government advice, we will not initially require the physical copy of the refund form or ticket in order to process your refund. Once it is safe to do so, we require you to post the refund form and ticket. Please send this along with a printed refunds form to:

          Chiltern Web Refunds
          PO BOX 6615
          Arbroath
          DD11 9AQ


          If you don’t have access to a printer, simply provide a cover note, including all the information contained on this form.

          Advance tickets that have NOT been collected or Advance tickets issued by us as an e-ticket or PDF

          For all online/App purchases please complete the same ‘Contact Us’ form and quote the Chiltern Booking Reference [B-CHILTERN-xxxxxxxxx] in the ‘Provide Detail’ box. If you have multiple tickets in the same booking reference which all need to be refunded, only one request is needed, but please ensure that the booking reference is shown in the ‘Provide Detail’ box and that your requirements are clearly stated.

        If you have not collected the tickets, please use the ‘Contact Us’ form at the bottom of the page.

      • Without an Online account
      • Fill out the form on the contact us page.

        1. Write ‘COVID-19 Refund’ on the ticket using a blue or black marker pen or Biro 
        2. Take a photo of the ticket(s) cut in half diagonally and attach this photo to the web form at the bottom of the page. 
        3. Once you have submitted your refund request, we will review it and contact you for further details.
        4. Due to current government advice, we will not initially require the physical copy of the refund form or ticket in order to process your refund. Once it is safe to do so, we require you to post the refund form and ticket. Please send this along with a printed refunds form to:

          Chiltern Web Refunds
          PO BOX 6615
          Arbroath
          DD11 9AQ


          If you don’t have access to a printer, simply provide a cover note, including all the information contained on this form.

          If you have not collected the tickets, please use the webform at the bottom of the page.
           
  • How do I apply for a refund for a ticket bought at the ticket office or ticket machine?
    • For all ticket types, fill out the form at the bottom of the page.

      1. Write ‘COVID-19 Refund’ on the ticket using a blue or black marker pen or Biro (this is not required for Smartcard refunds)
      2. Take a photo of the ticket(s) or Smartcard(s) cut in half diagonally and attach this photo to the web form at the bottom of the page. Please ensure the photo includes the Smartcard number.
      3. Once you have submitted your refund request, we will review it and contact you for further details.
      4. Due to current government advice, we will not initially require the physical copy of the refund form or ticket in order to process your refund. Once it is safe to do so, we require you to post the refund form and ticket/Smartcard. Please send this along with a printed refunds form to:

        Freepost – Chiltern Railways.

        If you don’t have access to a printer, simply provide a cover note, including all the information contained on this form.
  • How long will it take for my refund to come through?
    • As we are receiving such high volumes and all teams are working remotely with limited access to the office, this may take longer than usual.

If you require more information regarding refunds for specific ticket types, please visit this page.

If you have any questions, want to claim a refund or compensation, would like to make a complaint or have any comments, fill in the form at the bottom of this page.  If you prefer you can phone or write to us, our contact details are shown below. 

We aim to respond within 10 working days, but given the current circumstances it may take longer than this.

For more information on our service standards and how we put your needs first, take a look at our Passenger Charter, speak  to our managers at the Meet the Managers events or tweet us

Lost Property

There is now a separate form to register your item as lost property. Please click www.chilternrailways.co.uk/lost-property-online-form and register your item here.

Compensation for delays

If you are delayed on a Chiltern Railways journey and the cause of the delay was within the control of the railway industry you can claim compensation. Chiltern Railways offers passengers the right to claim for delays using our own delay compensation scheme. Click here for further information on Delay Compensation.

You do not have to claim using this scheme, but if you do you must make a claim within 28 days of the relevant journey. You may also be entitled to claim for other losses caused by Chiltern Railways and further guidance is available in the National Conditions of Travel and in our Passenger Charter.

To make a claim simply fill out the form at the bottom of this page and attach a photo of your ticket, cut in half diagonally. (See the example below).

If you are travelling on a single or return ticket, please do not put it through the ticket barrier at the end of your journey as you will need to submit it to make a claim.

For more information on compensation click here.

If you currently hold a Season Ticket then please attach a photo but there is no need to cut your ticket, only if you are applying for delay compensation, not refunds. For instructions on refunds, see the information at the top of the page.

 

If you wish to apply for a refund, please use the form below:

PERSONAL DETAILS

Please provide additional information to proceed

Address

ENQUIRY DETAILS

Please let us know how we can help

You might have a statutory right to receive
compensation via the method you paid.
Should an acceptable method not be listed
above then please call 03456 005 165
One file only.
3 MB limit.
Allowed types: gif jpg png pdf.
1 + 1 =
Solve this simple maths problem and enter the result. E.g. for 1+3, enter 4.

CONTACT DETAILS

Customer Services (Mon-Fri 08.30 to 17.30)

Customer Services
Banbury ICC
Merton Street
Banbury
Oxfordshire
OX16 4RN

Phone: 03456 005 165
Fax: 01926 729 914

For Compensation claims use:
FREEPOST Chiltern Railways

Lost Property (Mon-Fri 12.00 to 20.00)

Chiltern Railways Lost Property
Marylebone Station
London
NW1 6JJ

Phone: 03456 005 165

Car Parking 

APCOA Parking (UK) Limited

PO Box 222
Lowton Way
Sheffield
S98 1NX

web: www.apcoa.co.uk/

online agent: www.apcoa.co.uk/contact/

Ticket Enquiries (Mon-Sun 07.00 to 22.00)

Phone: 03456 005 165
Press Option 1 then Option 2

Press Office (Mon-Fri 09.00 to 17.30)

For press information or interviews, please contact the Chiltern Railways Press Office:

email: [email protected]

Filming Office (Mon-Fri 09.00 to 17.00)

For filming enquiries please contact our filming team:

web: www.chilternrailways.co.uk/filming

Charity Collections

To find out about collecting at our stations, please visit our Charity Collections page

National Rail Enquiries

Tel:03457 484950

Visit www.nationalrail.co.uk


Complaints Handling Procedure

Our complaints handling procedure is available here 

If you're not happy with how a complaint has been handled we have further guidance here


Registered Office Address

1 Admiral Way
Doxford International Business Park
Sunderland
SR3 3XP

 

 

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