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Coronavirus (COVID-19)

With all the news and messages about the ongoing Coronavirus situation, we wanted to update you on the actions we have been taking to support our customers and our people.

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

  • 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, this will not be the case for Advance tickets:

        Advance tickets that have been collected, please print a refund form and send it to the address below. If you do not have access to a printer, please complete a cover note including all the details as requested on the refund form.

        Chiltern Web Refunds
        PO BOX 6615
        Arbroath
        DD11 9AQ

        If you have not collected the tickets, please use the contact us refund form at the bottom of the Contact Us page.

      • Without an Online account

        If you do not have an online account:

        If you have collected the tickets, please print a refund form and send it to the address below. If you do not have access to a printer, please complete a cover note including all the details as requested on the refund form.

        Chiltern Web Refunds
        PO BOX 6615
        Arbroath
        DD11 9AQ

        If you have not collected the tickets, please use the contact us refund form at the bottom of the 'contact us' 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 refund form at the bottom of the contact us 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. 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. We will require the original ticket or Smartcard to validate the refund. 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?
    • Usually we advise up to 4 weeks. 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.


Please see below the refund policy for each ticket, due to a large number of calls from our customers, it is currently taking longer to respond. We will respond to everyone as quickly as possible and we thank you for your patience during this time.
 

  • Off Peak, Super Off-Peak and Anytime Tickets
    • From Tuesday 17 March 2020, there will be no refund fee applied to 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.

      We will be backdating Season Ticket refunds to the last verified date the Season Ticket was used. The acceptance period for a refund application has been extended from the normal 28 days to 56 days from the date of last use.

      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.

      Unfortunately we cannot process changeovers remotely so at this moment in time we are unable to facilitate them.

  • Advance Tickets
    • Advance tickets sold by any operator prior to 07:00 on 23rd March 2020, for travel after 07:00 on 23 March 2020 will be eligible for a refund with no admin fee. Refunds must be applied for before travel on the first booked train.

      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
    • Carnet tickets are only refundable if the customer has not used any of the tickets within the pack. For carnets which have been part used, an extension to the validity of 3 months, from the expiry of the carnet for Chiltern Only services. No refund fee applied.
  • 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
    • We are working develop a more suitable car parking season ticket refund process and will share this as soon as it is ready. Thank you for your patience.

While some operators have implemented their own policies already, the above agreement will be in place for all Anytime, Off-Peak and Super Off-Peak tickets valid to travel from Tuesday 17 March, and Advance and Season Ticket refund applications from Monday 23 March 2020, until Thursday 30 April 2020.

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 increased train and station cleaning.
  • We have reviewed and enhanced our cleaning products.
  • We are looking to provide hand sanitiser at key locations on the route.
  • We are ensuring there is extra soap and a supply of paper towels on board trains and in station toilets.
  • The charge for the toilets at Marylebone station has been removed and we are providing alternative male facilities during the renovation works.
  • Staff are being reminded of the importance of maintaining good hand hygiene in line with advice from Public Health England.
     

What You Can Do


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

  • Travel only when absolutely necessary and try and distance yourself from other people as much as you can on board our trains and in our stations.
  • Wash your hands regularly with soap and water or alcohol hand gel.
  • If coughing or sneezing, cover your mouth with a tissue, throw it away immediately and wash your hands – remember Public Health England’s advice to ‘catch it, bin it, kill it’.
  • Avoid touching your eyes, nose and mouth with unwashed hands.
  • Should you feel unwell and have symptoms of Coronavirus – a new, continuous cough or a high temperature – you should avoid travelling and self isolate for 14 days.
  • If you have symptoms and need to travel home you may do so but please try to keep away from other people and catch coughs and sneezes in a tissue.

 

Our Services

Chiltern Railways will be moving to a reduced timetable to ensure that vital train services for key workers can keep running through a prolonged Coronavirus outbreak. 

  • Our reduced timetable will come into effect from Monday 23rd March and will remain in place until further notice, though service levels will be kept under regular review.  Wherever possible we will ensure that early morning and late evening services, relied on for getting key workers to and from their place of work, will remain in our timetable. 
  • Moving to a reduced timetable balances current significantly reduced levels of demand with the need to reduce the number of people required to run the network. This will help to ensure there are enough staff to keep services running over the coming weeks and months. 
  • The new train times are available in journey planners and and our reduced timetable is available here.  Please check your journey before you travel.
  • In response to Coronavirus and the government’s guidance on essential journeys only, train companies are running reduced services. Are you still travelling by train? What are your travel plans? What impact have the reduced train services had for you? What more could we do during these difficult times? We’re working with train companies and Transport Focus to better understand your needs for essential travel and your recent experience of travelling by train. Your opinion matters to us, but please be assured the survey is entirely confidential and your personal information is fully protected.

    Take the survey

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

     

    The government has advised people against non-essential travel. If your journey is essential and you need assistance to go by train, staff will continue to provide help so that you can get to your home station safely.

    This is a challenging time for the country, and our staff may be affected by Coronavirus which would limit our ability to operate a full service and we will do everything we can to help you complete your journey. While it is not a requirement to book ahead, we strongly recommend that you contact us to discuss your journey as soon as possible. We will also be contacting customers with existing bookings to discuss how we can help with their journey.

     

    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: