Updated 13th April 2021
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.
If you are travelling, travel with confidence. Please visit the Government update page for more information on travel. Learn about the railway’s safer travel pledge on the National Rail safer travel page.
Download the NHS Test and trace app and scan any official NHS QR codes you see during your journey. Please visit the NHS test and trace website for more information and a link to download it.
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.
Cross-border restrictions - areas with an outbreak of coronavirus:
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.
Passengers travelling with us must wear a face covering on our trains and in enclosed spaces including stations and shops*.
If you do not comply you may be fined up to £6400
* 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]
For detailed information on refunds, railcards and rail vouchers please visit our refunds page.
If you travel on our service, please follow this guidance:
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 Railways app or website to book tickets.
You must wear face covering on trains and in enclosed spaces including stations and shops*. You may be fined up to £6400 if you do not comply.
When possible, book your journey at quieter times to avoid overcrowding.
If you can't book your ticket online, use contactless payment where possible
Please keep your distance from other people when you are at stations.
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 wash your hands before and after travelling and maintain a good level of hygiene.
How to travel safely in stations and on board our trains
There are a few simple actions we all can take to help control the spread of the virus:
When planning your journey:
- Download the NHS Test and trace app and scan any official NHS QR codes you see during your journey. Please visit the NHS test and trace website for more information and a link to download it.
- 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 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 about busy services on this page.
- When checking live train times look for the symbol to indicate when a service is busy.
- Book online in advance (to reduce social contact) through the Chiltern Railways app or website. It is not possible to reserve a seat or right to board on our services.
- 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 you would like to see a list of our busiest services, please click here.
At our stations and before you board:
- 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.
- 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 click here.
- If you do not feel comfortable boarding the train you want to catch due to crowding or passengers not wearing masks, please wait for the next one, your ticket will be accepted for the next service. If it is the last train please speak to station staff who will help you, if there are no staff available to talk to please use a customer help point.
- For a comprehensive safe travel guide from the government please click here.
On board our services:
- 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.
- 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 unless they are from the same bubble. For more information and details on exemptions please visit the government page.
You should not travel at all if you:
- Are experiencing any coronavirus symptoms.
- 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.
- Have been advised by the NHS test and trace service that you should self-isolate.
What we're doing to keep you safe
To protect your safety we are taking the following actions:
Increased train and station cleaning
- 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.
- Staff are being reminded of the importance of maintaining good hand hygiene in line with advice from Public Health England.
Watch the video below to see how we have increased cleaning in stations and on our trains:
Social distancing processes
- 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 updated signage on trains and around stations to reflect the need to socially distance.
- 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 and other facilities please see our station pages.
Watch this video highlighting all the precautions Chiltern has taken and precautions you can take to keep everyone safe:
- Chiltern Railways is moving to a new timetable effective from 12th April.
- 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 and waiting rooms. Check your station here for a full list of the facilities.
- We do not provide catering on our services.
- Our station tenants work in partnership with us and provide valued and appreciated services to our customers. Details of the current status of the various tenancies are available by opening this pdf file.
- 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) Turn up and go is also available. For more information on assisted travel please click here.
- What constitutes a face covering?
- The Government’s instructions state that a face covering is a cloth that should “cover your mouth and nose while allowing you to breathe comfortably." Where possible, please do not wear medical grade PPE masks to help ensure these remain available for those that need them most.
- I need assistance to complete my journey. What precautions are being taken to keep staff and customers safe?
- 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.
- Is it safe to travel on a train?
- Yes, we have enhanced our cleaning schedule so our customers can travel with confidence.
- Can I use a train if I have been asked to self-isolate?
- No. Under no circumstances should you be travelling if you have been asked to self-isolate. For more information, head to the NHS self isolation help page.
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: