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Faq - refunds and compensation

Can I find out the status of my refund?

A refund can take up to 10 days to process. Once the refund has been processed it can take another 5 – 10 days for the credit to appear in your bank account.

If you require further assistance, please contact our Ticketing Team on 03456 005 165. (option 1 Option 2)

Can I get a refund / am I entitled to a refund ?

If your train is cancelled or delayed and you choose not to travel you are entitled to a full refund.

Refunds are not available on Advance tickets which are the best value fares on a specific train, date and time.

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 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.

You must claim a refund within 28 days of the expiry date of the ticket

If you booked your ticket via the Chiltern website, to check the terms and conditions of your ticket, log into My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

Ticket conditions can be viewed at any time during the booking process.

A refund can take 10 days to process. Once the refund has been processed it can take another 5 – 10 days for the credit to appear in your bank account.

Can I get a refund on an Advance ticket?

You can only get a refund on an Advance ticket if you could not make your journey due to delays/cancellations. If you choose not to travel, we cannot refund the ticket.

Can you process a refund for me?

If you purchased a ticket from our 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.

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

Does my season ticket entitle me to free weekend travel?

Yes, if you buy a season ticket 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.

How do I claim a refund for unused tickets?

As stated in our passenger's charter, refunds are generally available if you choose not to travel, but there is an administration fee for claims. However, we won't charge you that fee if you claim more than 24 hours before the ticket becomes valid for travel, or if you are claiming a refund because your train is delayed or cancelled and you no longer wish to travel, or because of another rail industry problem (e.g. overrunning engineering works).

If the train you planned to catch is delayed or cancelled and you decide not to travel you can return your unused ticket(s) to any ticket office on that day and if possible we will give you an immediate full refund. No administration fee will be charged under such circumstances.  You may also want to send it to our Customer Relations team by post within 28 days of the ticket's expiry date for a full refund.  If you have booked for Ticket on departure you must collect your tickets from the ticket machine and return them along with your refund application. 

For more information, see our complaints handling procedure.

How do I claim compensation for delays?

If you are delayed 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.

To claim compensation either :

1) Complete the online form contact us form and send a picture of your ticket to claim compensation.

or

2) Download the form at the bottom of this page and post it to the address on the form with the tickets you are claiming compensation on.  

or

3) Collect a claim form from any staffed Chiltern Railways station and send it to us.

Download Compensation Form  

Click here to go to our compensation page for more detail.

How do I get a refund ?

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 follow their refund process

If you purchased your tickets over the phone return them to the Journey call address

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 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.

How do you pay compensation ?

If you are delayed 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.

Compensation can be made via:

  • Rail travel vouchers
  • Cheque
  • BACs
  • Credit card

You might have a statuatory right to receive compensation via the method you paid.  Should an accepatable method not be listed above then please call 0345 6005165 option 3 option 4

How much compensation could I get?

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 the full cost of your single ticket or 50% of your return ticket.

For Season ticket holders, the amount compensated will be calculated on the cost of an Anytime Single ticket for the journey you were making. 

Also, If you hold a monthly or longer period Season Ticket, in addition to the event based compensation described above, if peak punctuality is on average lower than 92% or reliability is lower than 99% over the previous 12 months, we’ll give you a 5% discount on renewal of your ticket*. If we fail to meet both of these thresholds, the discount will be 10%*. 

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 www.tfl.gov.uk/fares-and-payments.)

Click here to go to our compensation page for more detail.

When do I qualify for compensation for delays?

You can claim compensation for a delayed journey on Chiltern Railways when the cause of the delay is within the control of the railway industry.  We are not able to consider any compensation claims which arise due to circumstances outside of our control.  You must make a claim within 28 days of travel.  Click here to go to our compensation page for more detail.