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Updated 13th October 2020

During the pandemic train companies worked with the government to introduce temporary changes to refund policies, so that passengers weren't left out of pocket by the unprecedented challenges presented by lockdown. As services continue to be uplifted and restrictions ease, those temporary changes are no longer needed and have now reverted back to their original terms and conditions. (As of 7th September 2020).

If you're considering claiming a refund on your season ticket, please be aware that we are no longer able to back date season ticket refunds and refunds will revert to our usual terms and conditions. Please see paragraph 40 of the National Rail Conditions of travel for more information.

If you are starting or ending your journey in an area with local restrictions please refer to the government page for more information. The normal refund processes still apply to areas with local lockdowns.

We aim to respond within 10 working days for refund enquiries. The average duration for a refund to be processed is 9 days.

Season ticket refund update

To qualify for a refund, Season Tickets valid for one month or more must have at least seven days’ remaining validity. Please note that Annual season tickets generally have no refund value if there is less than seven weeks of validity remaining. Any refund to which you are entitled will be calculated from the date the Season Ticket refund request is received. Customers were given an extended period of 56 days from the original date of travel to apply for a refund for unused train tickets. From the 7th of September the easement of the normal refund conditions no longer applies. Season ticket refunds can only be backdated if a person has proof of an illness which prevented them from using their ticket.

The amount of a season ticket refund will be based on the price paid for your Season Ticket less the cost of any Season Ticket(s) and additional Tickets required to cover one return journey for each weekday that your Season Ticket was actually held for (or the agreed backdated date), and an administration charge of £10. For more information and to see how much you could get back from your Season Ticket, visit the National Rail website and use the Season Ticket Refund Calculator.

If you have any queries please contact customer services on 03456 005 165.

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 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
        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 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
        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 ‘Contact Us’ form 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. You can return a paper season ticket(s) or Smartcard(s) to a station ticket office in order to process your refund. If you can not get to a ticket office then please follow the steps below.
      2. Write ‘COVID-19 Refund’ on the ticket using a blue or black marker pen or Biro (this is not required for Smartcard refunds)
      3. Take a photo of the ticket(s) or Smartcard(s) cut in half diagonally and attach this photo to the web form. Please ensure the photo includes the Smartcard number.
      4. Once you have submitted your refund request, we will review it and contact you for further details.
      5. 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. The average duration for a refund to be processed is 19 days.


Please see below the refund policy for each ticket.
 

  • Off Peak, Super Off-Peak and Anytime Tickets
    • From September 7th 2020, the usual refund fee of £5 will be applied for applications made on or after the original booked day of travel for Off-Peak, Super Off-Peak or Anytime tickets.
  • Season Tickets
    • The normal Season Ticket refund conditions and calculations apply. A refund fee of £10 is payable.

      Refunds are not calculated pro-rata. As Season tickets are heavily reduced, we will calculate the cost for the period of time used and deduct this from the cost of your Season ticket, along with a £10 admin fee. Any remaining value will be refunded.

      Season tickets can only be backdated if a person has proof of an illness which prevented them from using their ticket.

      Please note, annual Season Tickets have no refund value after approximately 10 months and 13 days, however, you are still able to use the ticket to travel until it expires.

  • Advance Tickets
    • Following the government's announcement on Saturday 31 October new temporary measures have been put in place for place for those who have purchased an Advance ticket. These measures mean that anyone who has bought an Advance ticket. These measures mean that anyone who has bought an Advance rail ticket before Sunday 1st November, for travel between 1st November 2020 and 2nd December 2020, can rearrange their date of travel without having to pay an administration cost.

      • Fee-free Change of Journey – Customers will not be required to pay an admin fee to change their ticket to travel on another day. 
      • Rail Travel Voucher – Where possible, Rail Travel Vouchers will be available for passengers who purchased an Advance ticket to or from an area affected by local restrictions (local COVID alert level High or Very High in England or affected areas in Scotland or Wales). The Rail Travel Vouchers will be valid for 12 months from the date of issue and may be used as payment towards a new ticket. The Rail Travel Vouchers may not be exchanged for cash.
      • Advance tickets are non-refundable, even in lockdown or quarantine scenarios, customers may wish to consider purchasing a more flexible ticket for travel.

      These offers will be backdated in situations where restrictions are already in place and will apply to future announcements if further restrictions are introduced, for Advance tickets purchased before an announcement.

      The full terms & conditions for Advance fare Single ticket journey amendments and refunds are available here.

      If you are applying for Rail Travel Vouchers please get in touch with our Customer Relations team.

      Advance tickets sold after 07:00 23rd March 2020, for travel on the reduced timetable, will be eligible for a refund only if the service is later disrupted or cancelled. It is important that these refunds are from the original retailer of your ticket only.

  • Carnet Tickets
    • Any unused Carnet tickets that would have been valid for travel on services operated by Chiltern Railways up to 23rd March 2020 (and which had not expired before 17th March 2020) will have their period of validity extended up to and including 31st March 2021. Part used packs of Carnet tickets remain non-refundable. Staff have been briefed on the extension of these tickets. Customers must continue to date Carnet tickets before use and should note that extended tickets will not operate ticket barriers at stations.
  • Tickets purchased through a third party
    • Tickets that have been purchased through a third party such as Trainline or through a different train company, please follow their refund policy.
  • Car Park Season Tickets
    • If you require a refund on your car park season ticket, please follow the instructions in the Contact us web form and enter your vehicle registration when prompted to do so. We do not require a physical ticket as your vehicle registration will be on record.
  • National Rail cards and rail vouchers
    • Any National Rail Travel Voucher that has an expiry date between 17 March 2020 and 16 September 2020, may be accepted for a maximum of 6 months after the original expiry date, for example a National Rail Travel Voucher that expires on 10 June 2020, may continue to be used up to and including 09 December 2020.

      As of 30th September the government has confirmed that Railcards will remain non-refundable and will not be extended.

Refund applications for unused Anytime, Off-Peak and Super Off-Peak tickets purchased from Chiltern Railways must be received within 28 days of the original date of travel.

If you hold a season ticket, please see the above section for details of refund arrangements. Please note that season ticket refund applications should be made as quickly as possible, as for most people the value of any refund will reduce each day.

As of 30th September the government has confirmed that Railcards will remain non-refundable and will not be extended.

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

Please only use this menu if you are applying for compensation, not refunds.
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
  • If applying for a refund, please provide the payment method you used to purchase the ticket. If you purchased with a credit/debit please state the type of card. (eg. Visa/Mastercard)
  • If you also need to apply for a car park season ticket refund, please enter the vehicle registration.
  • If you are applying for a season ticket refund, you must provide the date (dd/mm/yyyy) you last used your ticket.
  • DO NOT enter your credit/debit card details on this form.
  • If your season ticket was purchased by company cheque please add the company name to this field.
One file only.
3 MB limit.
Allowed types: gif, jpg, png, pdf.
1 + 0 =
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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