FAQ refunds and compensation | Chiltern Railways

FAQ refunds and compensation

  • 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 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.

    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.

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

  • 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 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.

  • 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.

  • 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.

     

  • 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.