Faq - all

Folding bicycles are permitted on Chiltern services at all times provided they are fully folded and stored without hindering other passengers

Regular bicycles are carried (except tandems) on any Chiltern Railways train on Saturdays, Sundays or Public Holidays subject to space being available, and at the discretion of our staff.

On Mondays to Fridays you can also use most of our trains. The only exceptions are our busiest peak hour services.

For the safety and comfort of all our passengers, bikes are not allowed at any point during the journey on any train:

- Arriving London Marylebone, Oxford or Birmingham Moor Street from 0745 to 1000.

- Leaving London Marylebone, Oxford or Birmingham Moor Street from 1630 to 1930

For further clarity please download our timetable.

Within our timetable trains shown with a 'X' symbol means that bikes are not permitted on board at any point during this service.

We are sorry that bikes can not be taken on rail replacement buses at any time. There are no restrictions on folding bikes at any time, provided they are fully folded.

Cycles can be hired from just outside London Marylebone Station. For information visit www.tfl.gov.uk/modes/cycling/santander-cycles.

Storing Your Bike At Our Stations

For information about cycle storage facilities at our stations see the Station Information section.
Please ensure you always have a valid ticket for your entire journey.
There are a number of ways to purchase tickets for our trains.

Buying tickets:
- Visit our website buy.chilternrailways.co.uk
- Download our free app - available on the IOS App Store or get it on Google Play.
- From booking offices at our stations.
- From our ticket vending machines at our stations.
Yes - if you have purchased a ticket and your train is cancelled or delayed, and you choose not to travel, you may return the unused ticket to the original retailer from which the ticket was purchased and you will be given a full refund with no administration fee being charged. This applies to all tickets including those that are usually non-refundable.

You must write to the original retailer or Train Company (from whom the ticket was purchased) to notify them of your claim within 28 days of the date that you intended to travel. If your ticket(s) to travel were printed on paper or card, the original ticket(s) will be required by the retailer.

If you purchased your tickets from the Chiltern Railways web site or App, the quickest way to get a refund is to log into “My account” check that the ticket you require is valid for a refund and click the refund button next to it.

If you have purchased an Advance ticket that is refundable due to cancellation and are seeking a refund please contact 03456 005 165.
Every week, we receive over 800 items of lost property left on our trains or stations. We will always do our best to contact the owner of an item, where they can be identified. All lost property that we find makes its way to our lost property office in London Marylebone station.
You can report a lost item by Completing a form.
You can also report it in writing using a Lost Property form available at any Chiltern Railways ticket office, and returning it to a member of Chiltern Railways Staff; or by post to Chiltern Railways Lost Property, Marylebone Station, London NW1 6JJ.
Lost Property Office Operating Hours: Monday to Friday 12.00 to 20.00 hours.
If you are delayed on a Chiltern Railways journey by more than 15 minutes you may be entitled to compensation. You must make a claim within 28 days of travel.

To claim compensation either:
Visit the Delay Repay page.
or
Download the Compensation Claim form to complete and post it to the address on the form with the tickets you are claiming compensation on.
or
Collect a claim form from any staffed Chiltern Railways station and send it to us.

Visit our Compensation page for more detail.
These arrangements apply to services that are scheduled to be operated by Chiltern Railways. Different arrangements may apply to other operators. If you were scheduled to travel on the services of another train company, you should contact them (or visit their website) as they will be responsible for considering any claim. London Underground operate their own Delay Compensation scheme.
Advance: These tickets are bought in advance of travel (subject to availability). Advance tickets are Single (one-way) fares offering great value for money on longer distance journeys.

Off-Peak: These cheaper tickets are valid on services at quieter times of the day, and all day at weekends. Restricted times vary by journey, and will be advised to you when you purchase your ticket.

Super Off-Peak: These are the cheapest tickets you can buy on the day and are available for selected journeys. They are not valid for travel at busy times of the day, but are valid at all times at weekends. Restricted times vary by journey, and will be advised to you when you purchase your ticket.

Anytime: There are no restrictions on these tickets. These are the most flexible walk-up fares: there are no time restrictions at all and are suited to people who need complete flexibility.

The above restrictions apply to Chiltern Railways and other operators have different restrictions and prices.
- Yes - if the timetable changed after you have purchased a ticket, and you choose not to travel as a consequence of that change, you may return the unused ticket to the original retailer from which the ticket was purchased and you will be given a full refund with no administration fee being charged. This applies to all tickets including those that are usually non-refundable.

- Season ticket holders should be aware that the timetable may change during the period of validity of their ticket. In such circumstances, compensation arrangements (such as for a delayed or cancelled train service) will apply in respect of a revised timetable.

How do I get my refund?
Smartcards are more secure, durable and flexible than their paper equivalents.
- Secure. If your Smartcard is lost or stolen, you can block it so that no one else can use it. You can do this yourself through your online account or by calling us on 03456 005 165.
- Durable. You will no longer have to queue up to change their tickets when they fade or when the magnetic stripe wears out.
- Flexible. You can purchase tickets online or via the Chiltern App.
- Convenient. You can store more than one ticket on your card at a time – a Smartcard can hold up to 5 tickets. One card – many journeys.
Refunds are obtained from the point of sale and you are therefore required to contact them for a refund.

If you purchased your tickets at a Chiltern Railways railway station, return them to the ticket office.

If you purchased your tickets from a third party i.e. the Trainline, please follow their refund process.

If you purchased your tickets over the phone return them to the below address.

Chiltern Refunds
PO BOX 6615
Arbroath
DD11 9AQ

If you purchased your tickets from the Chiltern Railways website, the quickest way to get a refund is to log into “My account” check that the ticket you require is valid for a refund and click the refund button next to it.

This will start a process which will refund the value of the ticket back to the card that you purchased the ticket with.

If you require any further assistance then please contact our Ticket Sales team on 03456 005 165 (option 1, option 2)

If you cancel your ticket more than 24 hours in advance of the date of travel or your train is cancelled due to disruption which is Chiltern Railways fault, we do not charge an administration fee to get a refund.

If you cancel your ticket less than 24 hours of the date of travel there is a £5 charge per ticket refunded.

Please go to the Contact us page for more information on Coronavirus related refunds.
A collection fee is levied to cover administration costs:

Items of cash are subject to an administration charge. Excess fees may also apply if you fail to collect your item on the agreed date. These fees are payable on collection at London Marylebone.
- Electronic items of high value (laptops, ipads, computers etc) - £20.00
- Mobile phones, I-pods and other electrical items - £10.00
- Books, umbrellas, hats, scarves and gloves - £2.00
- All other items - £3.00
Folding push chairs and carry cots are permitted. Wheelchairs and powered wheelchairs are allowed.

Wheelchairs must be folded when not in use and located in the section designated for wheelchairs.

Mobility scooters can be carried but may be subject to a charge.

Musical instruments exceeding dimensions, 30 x 70 x 90 cm may be carried but could be subject to a charge.

Large items are subject to the discretion of station staff and if a train is busy, you may be requested to travel on a quieter train later in the day.
London Marylebone station is in the heart of London, within a mile of both London Euston and London Paddington and within walking distance of Oxford Street.

As well as its own station on the Bakerloo line, Marylebone Station is close to major bus routes, has its own taxi rank and is just a 5 minute walk from Baker Street. Served by the Jubilee, Bakerloo, Circle, Hammersmith and City and Metropolitan lines, Baker Street provides quick links to the City and Canary Wharf.
We have complimentary WiFi* on all Chiltern Railways trains. The first time you use our WiFi you will need to complete registration. Once registered your details will be remembered and you can sign in as soon as you board the train.

Free WiFi is available at our major stations including London Marylebone, Bicester Village, Warwick Parkway, Birmingham Moor Street and Banbury. The connection will automatically transfer between train and station without you having to sign in again.

*subject to availability
There are a number of constraints on how long our trains can be. The main constraints that we face are the limited number of carriages available for use and short platforms that can only take a certain number of carriages.

Our trains are sometimes shorter than planned due to constraints such as train faults with the planned train meaning that we have to use a replacement train which may unfortunately be shorter than the original planned train.

We try to allocate carriages based upon how busy we think each train service is going to be. This ensures that we can provide the maximum capacity possible on our busiest services.
Avoid traffic jams and parking problems by boarding one of our trains to Wembley Stadium from stations near the M40 such as Banbury, Warwick Parkway, Bicester North, and Beaconsfield. You can also travel directly to Wembley Stadium using our frequent event day service from London Marylebone taking you from the heart of the capital to the heart of the action in just 10 minutes.

You can also connect to our line easily from Birmingham New Street, which serves most of the country, by making the 5 minute walk across to Birmingham Moor Street where you can board a service to Wembley Stadium. We also serve Banbury and Leamington Spa stations where CrossCountry trains call from destinations across Britain.
The smoking of cigarettes and vaping of e-cigarettes is prohibited on Chiltern Railways trains and at Chiltern railway stations. Given their remarkable likeness the use of e-cigarettes can cause concern amongst other passengers.

In the same way as you would expect people to react if you were to vape an e-cigarette in a restaurant, in the confined space of a railway carriage or platform, their use has led to complaints. In light of this, we have issued guidance to our staff to ask people using an e-cigarette to stop doing so for the comfort and convenience of their fellow passengers. Similarly to being asked to turn off a mobile phone if the conversation is causing irritation to others, most customers observe a form of social etiquette and do not deliberately undertake actions when they realise these could be annoying other people in their vicinity.
When you buy your ticket online, you’ll be asked to select the station at the start of your journey. To collect your ticket at the station, simply touch your card on the yellow gate reader. If there is no gate at your station, you can also collect by touching the Smartcard reader at the ticket vending machine. You may also collect from any PayPoint location or download your tickets using the Chiltern app on an NFC enabled Smartphone. Your ticket will be loaded onto your Smartcard and you’ll be ready to travel (please wait 2 hours from when you purchase to load your ticket if collecting from a gate).
Our free Wifi uses several 3G and 4G signals, so the quality of the internet connection will vary depending on where you are along our route and how many people are using the free WiFi at any one time.

If you lose your connection, we're probably just passing through an area with a weak signal. If this happens, there is no need to reconnect once the signal improves - you'll be connected again automatically.
If a Credit or Debit card is handed into our lost property department, we have an obligation to protect a customer's details.

All cards will be destroyed within 24 hours of receipt. Customers who have misplaced or lost their card, should contact their bank at the first opportunity and report the relevant card(s) missing.

If you contact us and are unable to collect your card within one hour, we will have to destroy any cards present for your security. We will log the cards received/destroyed and communicate the relevant details to you.
This depends upon which type of train you are travelling on:

If you are travelling on one of our Mainline Silver Trains then bicycles are stored in the Driving Van Trailer which is located at the rear of the train when the train is travelling from London Marylebone to Birmingham or beyond and at the front of the train when the train is travelling towards London Marylebone.

If you are travelling on one of our other trains, please store your bicycle in one of the vestibule areas and try to make sure that it does not cause a hindrance to other passengers.
We operate most of the stations we call at. However, we do not operate stations from Widney Manor to Kidderminster inclusive (except for Solihull and Birmingham Moor Street) and from Claverdon to Stratford-Upon-Avon inclusive, these stations are operated by London NorthWestern. We also do not operate station from Harrow-on-the-Hill to Amersham inclusive, these stations are operated by Transport for London. GWR operate Oxford station.
Our WiFi is proving to be very reliable, however, there are still some faults that Icomera, the company that provides and maintains the system can’t see remotely. Consequently, they rely on our customers and staff reporting problems directly to them.

Onboard our trains : please report all WiFi defects onboard our trains as soon as possible directly to Icomera on 020 8028 0375, or they can be emailed at [email protected] . Many defects can be remotely rectified once reported, so the sooner you let us know, the sooner you can enjoy continue to enjoy the facility.

At our stations : If you do have any problems at a Chiltern station, WifiSpark have a helpdesk that passengers and staff can report connectivity problems to open 24 hours a day every day. Either call 0344 848 9555 or email: [email protected].
Where possible, we will arrange a taxi or replacement bus for a missed last connection. If for whatever reason this isn't possible and you incur reasonable costs for your own onward travel, you may be able to claim back reasonable additional expenses to your final destination.

We (or the train company on which you were delayed) will consider these claims on a case-by-case basis. Write directly to us or the train company on which you were delayed to claim back reasonable costs for onward travel. Make sure you keep your receipt and your train ticket.
You may take up to two dogs or small domestic animals free of charge with you on a Chiltern train.

Dogs must be kept on a lead throughout your journey, including any part of the station you are travelling through. Dogs must not use the seats on the train or at our stations.

Animals other than a dog must be carried in a fully enclosed basket or pet carrier designed for the purpose with dimensions no bigger than 85 x 60 x 60 cm. Animals must be able to stand up and lie down within the carrier.

Guide dogs are welcome on our trains.
Please check our Passenger’s Charter. If you cannot find your complaint answered, write to us stating the details of your case. We will review claims on a case by case basis.

If you have paid for an additional service that you did not receive, then you will normally be entitled to a full refund of the additional charge and you should contact the Customer Services team. Where you did not pay anything for the service, you will not normally be offered a refund.
The majority of our stations have members of staff available to help you with any queries you may have, however some of our smaller stations are unstaffed. These are:
Denham Golf Club, Hatton, Islip, Kings Sutton, Lapworth, Little Kimble, Monks Risborough, Northolt Park, Saunderton, South Ruislip, Sudbury Hill Harrow, Sudbury & Harrow Road, Wembley Stadium and West Ruislip.
At these unstaffed stations there are 24 hour help points which you can use should you have a query.
If you have paid for a First Class ticket and no First Class seats are available (or where a First Class carriage was advertised but not available), then you will be able to claim through the train company on which you were travelling for the difference in fare between your fare and a walk-up standard class fare for the same service.

Please note that occasionally a promotional or Advance First Class fare can be cheaper than the walk-up Standard Class fare and in these cases you may not be entitled to any money back.

Please note that currently we do not sell supplement tickets for travel in the Business Zone carriages that are available on a small number of our trains. There is currently no additional cost to travel in the Business Zone carriages. Please note that the Business Zone is not classified as 'First Class' and no refund will ordinarily be due should the holder of a First Class ticket choose to travel on our trains, as we do not advertise First Class as being available on any of our trains.
We do not offer seat reservations on our trains.

When booking tickets for other train companies, if seat reservations are available, you will be given the option to choose any preferences you may have, such as table, power points and direction of travel. These preferences can be saved in your booking profile.

Only when the booking is placed will confirmation be made that your seat reservation has been successful.

On some routes especially over bank holidays it is compulsory to reserve a seat and you cannot join the train without a reservation.

Seats may be reserved for children, but for a child under 5 a reservation can only be made if a suitable child ticket has been purchased.

Onboard trains, seat reservations are either shown in an overhead display or as paper seat reservation in the back of the seat.
Only delays of more than 15 minutes qualify for compensation. Please visit our new Delay Repay page.

To receive the discount you must buy a new ticket within four weeks of expiry of the old one and it must be for the same journey and for the same or a shorter period. Unfortunately Season Ticket Renewal discounts don’t apply under this scheme for season tickets to/from stations between Amersham and London. (These tickets are available on both Chiltern and London Underground services. Rebate conditions for London Underground are set out on that company’s website https://tfl.gov.uk/fares-and-payments/refunds-and-replacements.)
This depends on the terms and conditions of the ticket you have purchased.

If your ticket is an Anytime, Off-Peak or Super Off-Peak fare and you wish to change we advise you to cancel and obtain a refund and re-book.

If your ticket is a First or Standard Advance (for travel on a specific booked train), your ticket can be amended prior to the booked time of departure, subject to an amendment fee of £10 per ticket plus any difference in fare that there may be to travel at the new time.

Please contact the original point of sale, or ask at any station ticket office, for information on how to amend a First or Standard Advance ticket.

ADVANCE fare single Terms & Conditions are available here.
Compensation can be made via:
- Rail travel vouchers
- Charity donation
- BACs
- Credit card
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 0345 6005165 option 3 then option 4.
Where we have provided a service without reasonable care and skill, and it was our fault, the Consumer Rights Act (CRA) provides you with another way to claim for compensation (which will usually be money). The compensation you get under the CRA could be more than the price of the ticket, but you have to prove it was our fault.

The CRA does not apply if delays or problems are caused by external events that are not within our control or were caused by a third party.
The smoking of cigarettes and vaping of e-cigarettes is prohibited on trains and at railway stations. Given their remarkable likeness the use of e-cigarettes can cause concern amongst other passengers.

In the same way as you would expect people to react if you were to vape an e-cigarette in a restaurant, in the confined space of a railway carriage or platform, their use has led to complaints. In light of this, we have issued guidance to our staff to ask people using an e-cigarette to stop doing so for the comfort and convenience of their fellow passengers. Similarly to being asked to turn off a mobile phone if the conversation is causing irritation to others, most customers observe a form of social etiquette and do not deliberately undertake actions when they realise these could be annoying other people in their vicinity.
If you are travelling as a consumer, the CRA provides you with certain rights and remedies where we are at fault, including the right to a price reduction (i.e. money back) where a service has not been carried out with reasonable care and skill. The relevant part of the CRA has applied to rail passenger services since 1 October 2016.

For more information about making a claim under the CRA, see https://www.gov.uk/consumer-protection-rights.

The CRA does not apply if delays or problems are caused by external events that are not within our control or were caused by a third party. Examples of events outside our control include vandalism, the striking of a bridge by a vehicle, line closures at the request of the police or emergency services, and suicides or accidents involving trespassers. This is a summary only of excludable reasons.
Under the National Rail Conditions of Travel, and our Passenger’s Charter, only in exceptional circumstances will we consider claims beyond the price of your ticket. We are not obliged under our contract to compensate you, but you may have a claim against us under the CRA.

Examples of exceptional circumstances that we may consider are:

If you have purchased and are using a valid ticket and are unable to complete your journey due to disruption, for example if you missed your connection due to a delayed train:

We will, where we reasonably can, provide you with alternative means of travel to your destination, or if deemed necessary provide overnight accommodation or a taxi home for you.

A train cancellation means you cannot make your last connection and you are stranded:

Where possible, we will arrange a taxi or replacement bus for a missed last connection. If for whatever reason this isn't possible, and you incur reasonable costs for your own onward travel, you may be able to claim back reasonable additional expenses to your final destination.

We (or the train company on which you were delayed) will consider these claims on a case-by-case basis. Write directly to us on this page or the train company on which you were delayed to claim back reasonable costs for onward travel. Make sure you keep your receipt and your train ticket.
You don't need to pick up your tickets from the station you selected when making a booking - You can collect from an enabled machine at any one of over 1700 stations in the list below.

Below is the list of available stations :
Select a station name...ABBEY WOODABERCYNONABERDAREABERDEENABERDOURABERGAVENNYABERGELE & PENSARNABERYSTWYTHACCRINGTONACOCKS GREENACTON CENTRALACTON MAIN LINEADDLESTONEADISHAMADWICKAIRDRIEALBRIGHTONALDERSHOTALDRINGTONALEXANDRA PALACEALEXANDRIAALFRETONALLOAALNMOUTHALRESFORDALTONALVECHURCHAMBERGATEAMBERLEYANDERSTONANDOVERANERLEYANGMERINGANNIESLANDAPPERLEY BRIDGEAPPLEY BRIDGEAPSLEYARBROATHARDROSSAN SOUTH BEACHARGYLE STREETARLESEYARMADALEARUNDELASCOTASHASH VALEASHFORD INTERNATIONALASHFORD SURREYASHTEADASHTON-UNDER-LYNEASHURST NEW FORESTASHWELL & MORDENASTONATHERSTONEATHERTONATTENBOROUGHAUDLEY ENDAXMINSTERAYLESBURYAYLESBURY VALE PARKWAYAYLESFORDAYR STATIONBAGSHOTBAILLIESTONBALCOMBEBALDOCKBALHAMBALLOCH CENTRALBANBURYBANGOR (GWYNEDD)BARASSIEBARKINGBARMINGBARNEHURSTBARNES BRIDGEBARNES STATIONBARNETBYBARNHAMBARNSLEYBARNSTAPLEBARNT GREENBARRHEADBARROW-IN-FURNESSBARRY DOCKSBARRY ISLANDBARRY STATIONBASILDONBASINGSTOKEBAT & BALLBATH SPABATHGATEBATLEYBATTERSEA PARKBATTLEBAYFORDBEACONSFIELDBEARSDENBECCLESBECKENHAM HILLBECKENHAM JUNCTIONBEDFORD STATIONBEDHAMPTONBEDWYNBEESTONBELLGROVEBELLINGHAMBELLSHILLBELMONTBELPERBELTRINGBELVEDEREBEN RHYDDINGBENFLEETBENTLEYBERKHAMSTEDBERRYLANDSBERWICK (SUSSEX)BERWICK-UPON-TWEEDBESCOT STADIUMBETHNAL GREENBEVERLEYBEXHILLBEXLEYBEXLEYHEATHBICESTER NORTHBICESTER VILLAGEBICKLEYBIGGLESWADEBILLERICAYBILLINGSHURSTBINGLEYBIRCHGROVEBIRCHINGTON-ON-SEABIRCHWOODBIRMINGHAM INTERNATIONALBIRMINGHAM MOOR STREETBIRMINGHAM NEW STREETBIRMINGHAM SNOW HILLBISHOPBRIGGSBISHOPS STORTFORDBISHOPTONBITTERNEBLACKBURNBLACKHEATHBLACKPOOL NORTHBLACKRIDGEBLACKRODBLAIRHILLBLAKE STREETBLANTYREBLETCHLEYBODMIN PARKWAYBOGNOR REGISBOLTONBOOKHAMBOROUGH GREEN & WROTHAMBOSHAMBOSTONBOTLEYBOURNE ENDBOURNEMOUTHBOURNVILLEBOWES PARKBOX HILL & WESTHUMBLEBRACKNELLBRADFORD FORSTER SQUAREBRADFORD INTERCHANGEBRADFORD-ON-AVONBRAINTREEBRAINTREE FREEPORTBRAMLEY (HANTS)BRANKSOMEBRENTFORDBRENTWOODBRIDGE OF ALLANBRIDGENDBRIDGETONBRIDGWATERBRIDLINGTONBRIGHTONBRIMSDOWNBRISTOL INTERNATIONAL AIRPORTBRISTOL PARKWAYBRISTOL TEMPLE MEADSBROADSTAIRSBROCKENHURSTBROCKLEYBROMLEY CROSSBROMLEY NORTHBROMLEY SOUTHBROMSGROVEBRONDESBURYBRONDESBURY PARKBRONDESBURY STATIONBROOKMANS PARKBROOKWOODBROUGHBROXBOURNEBRUCE GROVEBRUNSTANEBUCKSHAW PARKWAYBULWELLBURGESS HILLBURLEY PARKBURLEY-IN-WHARFEDALEBURNHAMBURNHAM-ON-CROUCHBURNLEY MANCHESTER ROADBURNSIDEBURNTISLANDBURSLEDONBURTON-ON-TRENTBURY ST EDMUNDSBUSBYBUSH HILL PARKBUSHEYBUTLERS LANEBUXTEDBUXTONBUXTON STATIONBYFLEET & NEW HAWCADOXTONCAERPHILLYCAERSWSCALDERCRUIXCALEDONIAN RD & BARNSBURYCAM & DURSLEYCAMBERLEYCAMBRIDGE HEATHCAMBRIDGE NORTHCAMBRIDGE STATIONCAMBUSLANGCAMDEN ROADCAMELONCANLEYCANONBURYCANTERBURY EASTCANTERBURY WESTCARDIFF BAYCARDIFF CENTRALCARDIFF QUEEN STREETCARLISLECARLUKECARMARTHENCARNOUSTIECARNTYNECARPENDERS PARKCARSHALTONCARSHALTON BEECHESCARSTAIRSCASTLE CARYCASTLEFORDCASTLETONCATERHAMCATFORD BRIDGECATFORD STATIONCATHAYSCATHCARTCHADWELL HEATHCHAFFORD HUNDREDCHALKWELLCHANDLERS FORDCHAPELTOWNCHARING CROSS GLASGOWCHARLBURYCHARLTONCHATHAMCHEADLE HULMECHEAMCHELMSFORDCHELSFIELDCHELTENHAM SPACHERTSEYCHESHUNTCHESSINGTON NORTHCHESSINGTON SOUTHCHESTERCHESTER ROADCHESTERFIELDCHICHESTERCHILHAMCHINGFORDCHIPPENHAMCHIPSTEADCHISLEHURSTCHISWICKCHOLSEYCHORLEYCHRISTCHURCHCHRISTS HOSPITALCHURCH STRETTONCITY THAMESLINKCLACTON-ON-SEACLANDONCLAPHAM HIGH STREETCLAPHAM JUNCTIONCLAPTONCLARKSTONCLAYGATECLEETHORPESCLOCK HOUSECOATBRIDGE SUNNYSIDECOATDYKECOBHAM & STOKE DABERNONCOGANCOLCHESTER STATIONCOLCHESTER TOWNCOLESHILL PARKWAYCOLLINGTONCOLNECOLWYN BAYCONGLETONCOODEN BEACHCORBYCORKERHILLCORYTONCOSELEYCOSHAMCOTTINGHAMCOULSDON SOUTHCOVENTRYCOWDENBEATHCRADLEY HEATHCRANBROOK (DEVON)CRAVEN ARMSCRAWLEYCRAYFORDCRESWELLCREWECREWKERNECRICKLEWOODCROFTON PARKCROMERCROMFORDCROOKSTONCROSS GATESCROSSFLATTSCROSSKEYSCROSSMYLOOFCROUCH HILLCROWBOROUGHCROYCRYSTAL PALACECUFFLEYCUMBERNAULDCUPARCWMBRANDAGENHAM DOCKDALGETY BAYDALMARNOCKDALMENYDALRYDALSTON JUNCTIONDALSTON KINGSLANDDANESCOURTDARLINGTONDARTFORDDARWENDATCHETDAWLISHDEALDEANSGATEDENHAMDENMARK HILLDEPTFORDDERBYDEWSBURYDIDCOT PARKWAYDINAS POWYSDINGLE ROADDISSDONCASTERDORCHESTER SOUTHDOREDORKING STATIONDORMANSDORRIDGEDOVER PRIORYDOVERCOURTDOWNHAM MARKETDRAYTON PARKDREMDRIFFIELDDROITWICH SPADRUMGELLOCHDUFFIELDDUMBARTON CENTRALDUMBARTON EASTDUMBRECKDUMFRIESDUMPTON PARKDUNBARDUNBLANEDUNDEEDUNFERMLINE QUEEN MARGARETDUNFERMLINE TOWNDUNLOPDURHAMDURRINGTON-ON-SEADYCEEALING BROADWAYEARLEYEARLSFIELDEARLSWOOD (SURREY)EAST COWESEAST CROYDONEAST DULWICHEAST FARLEIGHEAST GARFORTHEAST GRINSTEADEAST KILBRIDEEAST MALLINGEAST MIDLANDS PARKWAYEAST TILBURYEASTBOURNEEASTBROOKEASTERHOUSEEASTLEIGHEBBSFLEET INTERNATIONALEBBW VALE PARKWAYEDEN PARKEDENBRIDGE TOWNEDINBURGH AIRPORTEDINBURGH GATEWAYEDINBURGH PARKEDINBURGH WAVERLEYEDMONTON GREENEFFINGHAM JUNCTIONEGHAMELEPHANT & CASTLEELGINELMERS ENDELMSTEAD WOODSELSENHAMELSTREE & BOREHAMWOODELTHAMELYEMSWORTHENFIELD CHASEENFIELD LOCKENFIELD TOWNEPSOM DOWNSEPSOM STATIONERDINGTONERIDGEERITHESHERESKBANKEWELL EASTEWELL WESTEXETER CENTRALEXETER ST DAVIDSEXMOUTHFAIRWATERFALCONWOODFALKIRK GRAHAMSTONFALKIRK HIGHFALMERFAREHAMFARNBOROUGH MAINFARNBOROUGH NORTHFARNCOMBEFARNHAMFARRINGDONFAVERSHAMFELIXSTOWEFELTHAMFENITONFINCHLEY ROAD & FROGNALFINSBURY PARKFITZWILLIAMFIVE WAYSFLEETFLINTFLITWICKFOLKESTONE CENTRALFOLKESTONE WESTFOREST GATEFOREST HILLFORRESFORT MATILDAFOUR OAKSFOXTONFRATTONFRIMLEYFRINTON-ON-SEAFRIZINGHALLFRODSHAMFROMEFULWELLGALASHIELSGARFORTHGARFORTH STATIONGARROWHILLGATWICK AIRPORTGERRARDS CROSSGIDEA PARKGIFFNOCKGILLINGHAM (DORSET)GILLINGHAM (KENT)GIPSY HILLGLASGOW CENTRALGLASGOW CENTRAL (LOWER LEVEL)GLASGOW QUEEN STREETGLENGARNOCKGLOSSOPGLOUCESTERGODALMINGGOODMAYESGOOLEGORDON HILLGOREBRIDGEGORING & STREATLEYGORING-BY-SEAGOSPEL OAKGOUROCKGOWERTONGRANGE PARKGRANGETOWNGRANTHAMGRATELEYGRAVESENDGRAYSGREAT BENTLEYGREAT CHESTERFORDGREAT MALVERNGREAT MISSENDENGREAT YARMOUTHGREENBANKGREENFIELDGREENHITHE FOR BLUEWATERGREENOCK 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GREENLEA HALLLEAGRAVELEAMINGTON SPALEATHERHEADLEELEEDSLEICESTERLEIGH-ON-SEALEIGHTON BUZZARDLENZIELEOMINSTERLETCHWORTH GARDEN CITYLEUCHARSLEVENSHULMELEWESLEWISHAMLEYLANDLEYTON MIDLAND ROADLEYTONSTONE HIGH ROADLICHFIELD CITYLICHFIELD TRENT VALLEYLIMEHOUSELINCOLN CENTRALLINGFIELDLINLITHGOWLIPHOOKLISKEARDLISSLISVANE & THORNHILLLITTLEHAMPTONLITTLEHAVENLITTLEPORTLIVERPOOL LIME STREETLIVERPOOL SOUTH PARKWAYLIVINGSTON NORTHLIVINGSTON SOUTHLLANDAFLLANDUDNOLLANDUDNO JUNCTIONLLANELLILLANHARANLLANHILLETHLLANISHENLLANTWIT MAJORLOCHWINNOCHLONDON BLACKFRIARSLONDON BRIDGELONDON CANNON STREETLONDON CHARING CROSSLONDON EUSTONLONDON FENCHURCH STREETLONDON FIELDSLONDON KINGS CROSSLONDON LIVERPOOL STREETLONDON MARYLEBONELONDON PADDINGTONLONDON ROAD (BRIGHTON)LONDON ROAD (GUILDFORD)LONDON ST PANCRAS INTLLONDON VICTORIALONDON WATERLOOLONDON WATERLOO (EAST)LONG BUCKBYLONG EATONLONGBRIDGELONGFIELDLONGNIDDRYLOUGHBOROUGHLOUGHBOROUGH JNLOUGHBOROUGH UNIVERSITYLOW MOORLOWER SYDENHAMLOWESTOFTLUTONLUTON AIRPORTLUTON 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SQST MARGARETSST MARGARETS (HERTS)ST MARY CRAYST NEOTS STATIONSTAFFORDSTAINESSTALYBRIDGESTAMFORDSTAMFORD HILLSTANFORD-LE-HOPESTANSTED AIRPORTSTANSTED MOUNTFITCHETSTAPLEHURSTSTARBECKSTEPPSSTEVENAGESTEWARTONSTIRLINGSTOCKPORTSTOKE MANDEVILLESTOKE NEWINGTONSTOKE-ON-TRENTSTONE CROSSING-HORNS CROSSSTONEBRIDGE PARKSTONEGATESTONEHAVENSTONEHOUSESTONELEIGHSTOURBRIDGE JUNCTIONSTOURBRIDGE TOWNSTOWSTOWMARKETSTRATFORD INTERNATIONALSTRATFORD LONDONSTRATFORD-UPON-AVON PARKWAYSTRATFORD-UPON-AVON STATIONSTRAWBERRY HILLSTREATHAM COMMONSTREATHAM HILLSTREATHAM STATIONSTROODSTROUDSUDBURY SUFFOLKSUNBURYSUNDERLANDSUNDRIDGE PARKSUNNINGDALESUNNYMEADSSURBITONSURREY QUAYSSUTTON (SURREY)SUTTON COLDFIELDSUTTON COMMONSUTTON PARKWAYSWANLEYSWANSCOMBE- GEORGE & DRAGONSWANSEASWANWICKSWAYSWAYTHLINGSWINDONSYDENHAM HILLSYDENHAM STATIONSYON LANESYSTONTADWORTHTAFFS WELLTAME BRIDGE PARKWAYTAMWORTHTAPLOWTATTENHAM CORNERTAUNTONTEDDINGTONTEIGNMOUTHTELFORD CENTRALTEMPLECOMBETENBYTHAMES DITTONTHATCHAMTHE HAWTHORNSTHEALETHEOBALDS GROVETHETFORDTHIRSKTHORNABYTHORNLIEBANKTHORNTON HEATHTHORPE BAYTHORPE-LE-SOKENTHREE BRIDGESTILBURY TOWNTILE HILLTILEHURSTTIPTONTISBURYTIVERTON PARKWAYTODMORDENTOLWORTHTONBRIDGETOOTINGTORQUAYTOTNESTOTTENHAM HALETOTTONTREFFOREST STATIONTRINGTROONTROWBRIDGETRUROTULSE HILLTUNBRIDGE WELLSTURKEY STREETTWEEDBANKTWICKENHAMTWYFORDTY GLASUCKFIELDUDDINGSTONULVERSTONUNIVERSITY (BIRMINGHAM)UPHALLUPMINSTERUPPER HALLIFORDUPPER HOLLOWAYUPPER WARLINGHAMUPWEYVAUXHALLVIRGINIA WATERWADDONWADHURSTWAKEFIELD KIRKGATEWAKEFIELD WESTGATEWALKDENWALLINGTONWALLYFORDWALMERWALSALLWALTHAM CROSSWALTHAMSTOW CENTRALWALTHAMSTOW QUEENS ROADWALTON-ON-THAMESWANBOROUGHWANDSWORTH COMMONWANDSWORTH ROADWANDSWORTH TOWNWANSTEAD PARKWAPPINGWAREWAREHAMWARMINSTERWARRINGTON BANK QUAYWARRINGTON CENTRALWARWICKWARWICK PARKWAYWATERBEACHWATFORD HIGH STREETWATFORD JUNCTIONWATLINGTONWATTON-AT-STONEWAUN-GRON PARKWELHAM GREENWELLINGWELLINGBOROUGHWELLINGTON (SHROPSHIRE)WELSHPOOLWELWYN GARDEN CITYWELWYN NORTHWEMWEMBLEY CENTRALWEMBLEY STADIUMWENDOVERWEST BYFLEETWEST CALDERWEST COWESWEST CROYDONWEST DRAYTONWEST DULWICHWEST EALINGWEST HAMPSTEADWEST HAMPSTEAD THAMESLINKWEST HORNDONWEST MALLINGWEST NORWOODWEST RUISLIPWEST SUTTONWEST WICKHAMWEST WORTHINGWESTBURYWESTCLIFFWESTCOMBE PARKWESTENHANGERWESTERTONWESTGATE-ON-SEAWESTHOUGHTONWESTON-SUPER-MAREWEYBRIDGEWEYMOUTHWHATSTANDWELLWHIFFLETWHIMPLEWHITCHURCH (GLAMORGAN)WHITCHURCH (HANTS)WHITCHURCH (SHROPS)WHITE HART LANEWHITECRAIGSWHITEHAVENWHITLOCKS ENDWHITSTABLEWHITTLESFORD PARKWAYWHITTONWHITWELLWHYTELEAFE SOUTHWHYTELEAFE STATIONWICKFORDWIDNESWIDNEY MANORWIGAN NORTH WESTERNWIGAN WALLGATEWILLESDEN JUNCTIONWILMSLOWWIMBLEDON CHASEWIMBLEDON STATIONWINCHESTERWINCHFIELDWINCHMORE HILLWINDERMEREWINDSOR & ETON CENTRALWINDSOR & ETON RIVERSIDEWINNERSH STATIONWINNERSH TRIANGLEWINSFORDWISHAWWITHAMWITLEYWIVELSFIELDWIVENHOEWOKING (MAIN)WOKINGHAMWOLDINGHAMWOLVERHAMPTONWOLVERTONWOMBWELLWOOD STREETWOODBRIDGEWOODGRANGE PARKWOODLESFORDWOODMANSTERNEWOOLWOOLSTONWOOLWICH ARSENALWOOLWICH DOCKYARDWORCESTER FOREGATE STREETWORCESTER PARKWORCESTER SHRUB HILLWORKSOPWORLEWORPLESDONWORTHINGWRAYSBURYWREXHAM GENERALWYLDE GREENWYTHALLYALDINGYARDLEY WOODYARMYARMOUTH (I.O.W.)YATTONYEOVIL JUNCTIONYOKERYORK
In exceptional circumstances we may, at our discretion, consider claims for other losses beyond the cost of your ticket. If you wish to ask us to consider making a discretionary payment, please go to our Delay Repay page. Alternatively you can write to our Customer Relations team with details of your claim at:
Freepost Chiltern Railways
Please note that this does not affect your statutory rights under the Consumer Rights Act (CRA).
Please note: You cannot recover compensation for the same loss twice. If you recover money under the no-fault industry refund processes, you cannot claim the same amount under the CRA. But you can still make a claim under the CRA for any loss not recovered through the industry refund process.
Tickets are only valid on the dates permitted as printed on your ticket.

Tickets that have been purchased with an “any available route” option can be used with any train company that operates between the stations you wish to travel.

Any time tickets are the most flexible and can be used on any train on the chosen day of departure for the journey you have booked. An anytime ticket allows you to return on any train within the dates displayed on your ticket.

Advance tickets are the best value tickets available but can only be used for your chosen train on the specific date and time. They are non-refundable and if you miss your train, you will need to buy a new ticket to travel.

If you have purchased an Anytime, Off Peak or Super Off Peak ticket then you will need to travel within the times as per the terms and conditions. Please see question “What is the difference between Anytime, Off Peak and Super Off Peak” for further information.
All train companies have rail industry refund processes that work in parallel with the CRA, details of which are set out in the National Rail Conditions of Travel.

What you can claim for, and how much you can claim, is in the National Rail Conditions of Travel – you should also look at our Passenger’s Charter. If your train is delayed or cancelled, and you do not travel, you can claim for a full refund. If your train is delayed and you do travel, you may be entitled to compensation. The amount of compensation depends on the length of the delay and as agreed in our Passenger’s Charter.
Each day we have a schedule of which platforms our trains are due to arrive into/depart from. Although platforms may appear to be free, platforms are selected based upon us delivering the most punctual and frequent service we can.

We try to use boarding zone ‘A’ when we can, this is located near to platforms 4, 5 & 6. This means that passengers are closer to platforms 4, 5 & 6 when their train is announced and they can board the service with a comfortable amount of time before its scheduled departure.
Yes, we welcome rail enthusiasts and photographers on our stations. If you do wish to have access to the platform(s) we ask you to make your presence known to staff at our stations so that they know who you are and can continue with their duties. This process may involve the issuing of a platform pass or you may be asked to sign in, in a visitors’ book. For more information, see our photography on stations section.
If you are not happy with the response to your claim, you should contact our Customer Services team to review your claim.
Please also review our complaints handling procedure.

If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman.
The Rail Ombudsman is there to help resolve on going complaints/disputes between us and our customers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.
You can appeal to the Rail Ombudsman if:
- you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
- we haven’t resolved your complaint within 40 working days of receiving it; and
- no more than 12 months have passed since we sent you our final response.
There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established.  If that’s the case, then they’ll contact you to let you know.  If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry.  They will independently review your complaint and where appropriate, follow things up on your behalf.
Website: www.railombudsman.org
Telephone:  0330 094 0362
Textphone:  0330 094 0363
(Monday to Friday 09:00 to 17:00)
Email: [email protected]
Twitter: @RailOmbudsman
Post: FREEPOST – RAIL OMBUDSMAN
Yes, if you buy a season ticket, that is valid for a month or more, originating from a Chiltern Railways station worth £150 or more a month (£1500 or more a year) you are entitled to free travel across our network (on Chiltern Railways services only) on weekends and bank holidays. You must buy your season ticket from Chiltern Railways to benefit from this offer. Please note that this offer does NOT apply to Flexi-Season tickets.
We offer Carnet tickets which offer passengers 10 open return journeys to London Marylebone for the price of 9 and these are anytime tickets valid for 3 months from the date of purchase.

All you have to do is fill in the date of travel on the ticket before boarding the train when you make a journey.

For more detail read the Carnet - terms and conditions page.

Please note that Carnet Tickets are no longer available from Monday 28th June 2021.
Oyster Cards can be used in 2 ways:
1. A Travelcard season ticket can be purchased that is valid for one or more of the London fare zones. You can use your Oyster Travelcard on our services between Amersham and London Marylebone and between West Ruislip and London Marylebone inclusive (and all intermediate stations) provided it is valid for the zones you wish to travel in/between. Please note, Oyster Card season tickets must be purchased from Transport for London.
2. Oyster Cards can also be used on a pay-as-you-go basis. On Chiltern Railways pay-as-you-go can be used between Amersham and London Marylebone and between West Ruislip and London Marylebone inclusive (and all intermediate stations).
Oyster Pay As You Go can NOT be used to pay for any other journeys on Chiltern Railways.
The information on this page is currently being checked and may be out of date. For up to date information , please visit the Freedom Pass website using the link below.

The route between London Marylebone and Amersham

If you are a Freedom Pass holder then you may travel for free at any time between London Marylebone and Amersham in either direction (including to / from intermediate stations) on our services.

The route between London Marylebone and West Ruislip

Freedom Passes are also valid between London Marylebone and West Ruislip (in either direction) at any time except not before 09:30 on weekday mornings. However, for journeys between South Ruislip and West Ruislip ONLY, Freedom Passes are valid at any time.

This means that on weekday mornings (that are not bank holidays), Freedom Passes are not valid for travel into London Marylebone before 09:30 am if travelling on our services from any of West Ruislip, South Ruislip, Northolt Park, Sudbury Hill Harrow, Sudbury & Harrow Road or Wembley Stadium stations.

Not valid beyond the London Travelcard Zones

Freedom Passes are not valid on any train service outside the London Travelcard Zones i.e. Beyond West Ruislip on the High Wycombe Line or beyond Amersham.

Further information is available here.
London Travelcards provide unlimited travel on London Underground, Docklands Light Railway (DLR), Croydon Tramlink, National Rail services, within the period of validity of the ticket and within the zones for which the travelcard covers^*, and on all London Buses.
[^*Travelcards issued by Chiltern Railways cover London Travelcard Zones 1 - 6. Travelcards issued from Aylesbury Vale Parkway through to Great Missenden (inclusive) also include direct travel on services that pass through Travelcard Zones 7 - 9. Travelcards issued for travel along the Metropolitan Line are valid at stations Amersham to Rickmansworth inclusive (the stations in Zones 7 - 9) although for technical reasons the automatic ticket barriers at those stations will not operate - customers will need to talk to a member of London Underground staff at those stations.
Anytime Day Travelcard: This gives you a same day return to London Marylebone, which includes the benefits of travel on London's transport network.
Off Peak Day Travelcard: Valid on trains scheduled to arrive into London Marylebone after 10:00 (Mondays to Fridays). There are no time restrictions at weekends. For journeys wholly within the London Fare Zones area, Off Peak Day Travelcards can be used from 09:30 on Mondays to Fridays and at any time on Saturdays and Sundays. A GroupSave Travelcard allows groups of 3 to 9 adults to a third off the price
Travelcard Season Tickets: Travelcard season tickets can be purchased for 7 days, or for any length of time between 1 month to 1 year. For more information, see also Season Tickets.
Family Off Peak Travelcard: Like the Off Peak Day Travelcard, it also offers big savings for groups of up to 2 adults and 4 children (and you do not have to be related!).
We offer competitive group discount rates when tickets are purchased from booking offices at our stations.
A third off all groups of 3 to 9 adults with GroupSave for all journeys.
Groups of 10 or more: A number of different discounts apply to groups of 10 or more people travelling together on Chiltern Railways services. Our specialist team will advise on the best value ticket for your group and help you make your travel arrangements. These tickets need to be booked at least 7 days in advance.
For a quotation and advice, please download the Group Travel PDF and complete the details, scan and email to [email protected] and we will get back you.
Please note, group travel tickets are only valid on Chiltern Railways services, and are not available when there is an amended timetable in operation e.g. due to Wembley Stadium events.
Our revenue protection policy is designed to prevent fare evasion by ensuring all passengers have the correct ticket for the journey they are undertaking.

When passengers travel without the correct ticket, it can result in significant financial loss to the rail industry.

This can affect the price of tickets for other rail users and have an impact on reinvestment programmes to upgrade facilities. For more information, see our revenue protection and prosecution policy.
16-17 Saver will provide a different level of discount to the existing 16‐25 railcard, which is aimed at leisure travel. The 16‐25 railcard has a minimum fare of £12 for journeys starting between 4.30am and 10am on week days and is therefore less useful for travel to and from education or training. There will be few restrictions associated with the 16-17 Saver, with card‐holders eligible for half price fares, including on season tickets, and with no minimum fares.
Planned disruption
If you arrive at a Chiltern Railway station and the train you planned to travel on has been amended due to engineering work or other planned events, you may choose to travel on the previous or next train.
Unplanned disruption
When things go wrong and services are delayed we work hard to ensure that our customers are able to make their journey as quickly as possible, however If your train is delayed by more than 15 minutes you may be entitled to compensation. You will need to make a claim within 28 days of the journey.
Please go to https://www.chilternrailways.co.uk/compensation for more detail. Or see our Passenger Charter
Compensation
If you are delayed by 15 minutes or more on a Chiltern Railways journey and the cause of the delay was within the railway industry control you can claim compensation. You must make a claim within 28 days of travel. Please go to https://www.chilternrailways.co.uk/compensation for more detail
If you are delayed by 30 minutes to 59 minutes, you will receive 50% of the cost of your single ticket, or 25% of your return ticket.
If you are delayed by an hour or more you will receive a the full cost of your single ticket or 50% of your return ticket.
Passengers from north and east Oxford, Kidlington, Yarnton, Woodstock and Witney will have easy access to a mainline rail service at Oxford Parkway station, without having to drive through the congested city centre.

Commuters from Bicester to Oxford will have a fast and frequent rail alternative to the crowded A34, whilst the Bicester Village shopping centre will have a direct rail service from the capital, taking many cars off the M40. Oxford will also gain a rail link to High Wycombe, for the first time in over 40 years, and connections to Wembley Stadium.
- London NorthWestern at stations in the West Midlands
- GWR at Banbury
- Cross Country at Leamington Spa and Banbury
- Network West Midlands Metro at Birmingham Snow Hill
- London Underground at Marylebone (Bakerloo) and at stations between Harrow-on-the-Hill and Amersham (Metropolitan)
- London Buses also depart from just outside Marylebone station
For more detailed information about modes of transport available to and from our stations please click here.