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Coronavirus (COVID-19)

Updated 24th September 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). For more information please click here.

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.

Local and cross-border restrictions - areas with an outbreak of coronavirus:

Birmingham and Solihull are currently the only destinations on our network with additional local restrictions. Please see the government page on local restrictions for more information. If your onward journey includes crossing the border into Scotland, Wales or Northern Ireland, please visit this page where you can see information and guidance for travel elsewhere in the UK.. For refunds information about local lockdowns and other restrictions please visit our refund page. If you are starting or ending your journey in an area with local restrictions please refer to the government page for more information.

Please read the safety advice below. 

We are taking extra steps to make your journey safer. With pubs, cinemas and more shops beginning to open the health and wellbeing of our passengers and staff is our top priority. If you are travelling on our service we want to ensure that you are able to do so safely and with confidence. This is our safer travel pledge to you.

Passengers travelling with us must wear a face covering on our trains and in enclosed spaces including stations and shops*.

* Some people may not be able to wear a face covering, for example young children, people with breathing difficulties and people whose disabilities makes it difficult for them to wear a face covering. For more information on exemptions for face coverings please click here.

For more information on how we are providing assistance in line with Government advice, please click here. 

If you are a key worker and have any feedback, we would welcome receiving this through our social media channels or via our email address [email protected]

Refunds

For detailed information on refunds, railcards and rail vouchers please click here.

If you need to travel on our service, please follow this guidance:

We urge you to continue to work from home

We urge you to continue to work from home if you can. If you feel unwell, please do not travel.

Please use the improved Chiltern app or website to purchase a ticket

Please use the improved Chiltern Railways app or website to book tickets.

For your safety, please use face covering when travelling

It is compulsory to wear a face covering on trains and in enclosed spaces including stations and shops*. You may be fined if you do not comply.

When possible, book your journey at quieter times to avoid overcrowding

When possible, book your journey at quieter times to avoid overcrowding.

If you can't book your ticket online, use contactless payment where possible

If you can't book your ticket online, use contactless payment where possible

When at stations, please keep a safe distance from other people

Please keep your distance from other people when you are at stations.

Leave a row of seats clear on the train when travelling

Leave a row of seats clear and avoid facing each other on the train when travelling.

Please keep your distance from other people when you are using an escalator

Please keep your distance from other people when you are using an escalator.

Please wash your hands before and after travelling and maintain a good level of hygiene

Please wash your hands before and after travelling and maintain a good level of hygiene.

 

What You Can Do


There are a few simple actions we all can take to help control the spread of the virus:

  • Wear a face covering. it is compulsory to wear a face covering when travelling on public transport*. You must also wear a face covering when in an enclosed space, including stations and shops. Read the guidance on how to wear and make a cloth face covering. Children under 11 are not required to wear a face covering. Please be considerate of others, hidden disabilities or medical conditions may mean not everyone can. For more information on exemptions for face coverings please click here.
  • Please note that we do not provide face coverings or hand sanitiser for customer use.
  • To make your journey safer, fines starting at £200 and escalating up to a maximum of £6,400 may be issued by the British Transport police to passengers who do not wear a face covering and who do not have a valid legal exemption. Please see click here for more information.
  • Plan your journey. Please allow additional time for your journey and check before you travel. We continue to review services based on changes in demand and to strengthen them where possible. Find out more information on our current updated timetable here.
  • Travel during quieter times. Social distancing measures mean capacity onboard our services has been significantly reduced and you should try to travel off-peak between 10:00 and 16:00 and after 19:00.
  • To help plan your journey to avoid the busiest services and stay safe during the coronavirus pandemic, we are launching new technology that will alert passengers to busy trains and stations before they leave home. Find out more here.
  • When checking live train times look for the warning symbol to indicate when a service is busy.
  • Book online in advance through the Chiltern Railways app or website. It is not possible to reserve a seat on our services.
  • Use contactless payment and avoid paying with cash in stations, or reduce social contact and book before you travel with our app or website. If you can only pay by cash we are still accepting cash at ticket offices.
  • Wash your hands before and after you travel. You can also carry a personal hand sanitiser. Avoid touching your eyes, nose and mouth with unwashed hands. See here for tips on thorough hand washing.
  • Do not travel if you show symptoms of Coronavirus. Should you feel unwell before or during your journey and have symptoms – a new, continuous cough or a high temperature – you should avoid travelling and self-isolate for 14 days. If people are self-isolating as a result of coronavirus symptoms or sharing a household or support bubble with somebody with symptoms, are clinically extremely vulnerable and cannot shield during your journey or have been advised by the NHS test and trace service that you should self-isolate Check if you have Coronavirus symptoms here.
  • If symptoms come on and you need to travel home, please try to keep your distance from other people and catch coughs and sneezes in a tissue.
  • Maintain social distancing.  Please maintain social distancing on the station platform and if the carriage you want to travel on is too busy please get on the train at a different carriage. Please wait for passengers to get off the train before boarding.
  • If the train you want to catch is too busy please wait for the next one. If it is the last train please speak to station staff who will help you.
  • Touch as few surfaces as possible and dispose of waste safely, including items such as disposable face coverings.
  • Avoid loud talking, shouting or singing.
  • Please do not travel in groups of more than 6 unless they are from the same bubble. For more information and details on exemptions please visit the government page.
  • For the latest National Rail advice, click here.
  • For a comprehensive safe travel guide from the government please click here.

You should not travel at all if you:

What We're Doing

At Chiltern, the safety of our customers and staff is always our top priority. We are monitoring the situation closely and following the latest advice from the UK Government. To protect your safety we are taking the following actions:

  • We have updated signage on trains and around stations to reflect the need to socially distance.
  • We have changed our processes to reduce close interaction between our staff and customers. Please respect social distancing when talking to staff members.
  • We have reviewed entry and exit points to stations and, if stations get busy, will implement queuing systems to maintain social distancing and avoid crowding.
  • Adjusted our staffing levels to support social distancing
  • We have increased train and station cleaning. We are cleaning the things people touch regularly like handles and rails with hospital-grade antiviral disinfectant regularly throughout the day.
  • We have increased the amount of deep cleaning that takes place on our trains and in our stations, with additional cleaning teams on key routes.
  • We are ensuring amenities are available to wash hands on board our trains and at our stations, with a well-stocked supply of soap, water and drying facilities. However, hand sanitiser is not available so please carry your own hand sanitiser.
  • The charge for the toilets at Marylebone station has been removed. Toilets are available on all our services as standard, unless they are under maintenance. To see if the station you are travelling to and from has toilet facilities please see our station pages.
  • Staff are being reminded of the importance of maintaining good hand hygiene in line with advice from Public Health England.
  • If you would like to see a video highlighting all the precautions Chiltern have taken and precautions you can take to keep everyone safe, please click here.

Our Services

  • Chiltern Railways has moved to a new timetable that was effective from 7th September.
  • New train times will be available in journey planners and our new timetables are published here.  Please check your journey before you travel. If your journey involves using other train operator's services, please check here for any disruption.
  • We have returned to normal opening and closing times for our ticket offices. Check your station here.
  • We do not provide catering on our services.
 

I need assistance to complete my journey. Will this still be available?

If you need assistance to go by train, staff will continue to provide help. If you know you are going to be travelling, you can call 03456 005 165 (selecting option 3 then option 3 again), to book assistance before 10:00pm the day before travel, and our assisted travel team will make special arrangements for travel from all our stations. If you are deaf, hard of hearing or speech impaired, use the NGT app and dial 0870 240 9598 and request 03456 005 165 (selecting option 3 then option 3 again)

  • Passengers can book assistance in advance to ensure that staff are prepared for your journey. 
  • Different rail operators might have different approaches and we advise that you should check with all operators you are using and we encourage you to book if using several operators in a journey.
  • Our staff will wash or sanitise their hands before the assistance is carried out. 
  • Our staff are issued with masks and will wear them when providing assistance. 
  • If our staff need to push a wheelchair on board a train (or help with alighting) they will wipe down the handles before and after use
  • When guiding someone with a visual impairment, they will ensure there is no skin-to-skin contact and staff will remain facing forwards. 
  • Our staff will remain 2m away from the passenger whilst waiting for the train to arrive on the platform.
  • Passengers will be asked to remain 2m away whilst a ramp is being put in position. 
  • All passengers will be guided to the appropriate area on board for their journey. 

For more information on assisted travel please click here.

 

More Information

You can find more information on Coronavirus/COVID-19 and methods to prevent the virus spreading, together with answers to many questions you may have, using the following links: