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01) I bought a train ticket and my train has been cancelled or delayed and I can’t make my journey anymore – can I get my money back?

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
 

02) I have a season ticket and my train has been cancelled or delayed and I can’t make my journey anymore – can I get my money back?

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 Contact us form and send a picture of your ticket to claim compensation. 
or
2) 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
3) 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.
 

03) The timetable changed after I bought my ticket, can I choose not to travel and get a refund?

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.

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, or by telephone from Chiltern Railways, 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.

04) How do I get my 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, please 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 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.
 

05) How will I receive my refund?

You will receive your refund by the same method that you used to pay for the ticket, unless you agree to a different method of repayment.

06) My train was delayed or cancelled and I chose to travel on a delayed service or on a following service – can I get any money back?

You may be entitled to claim compensation if you are delayed in reaching your destination as a result of a delay or cancellation of a Chiltern Railways train service. Please visit our Compensation page for further details.

07) I have a season ticket and my train is often late – can I get any money back?

In addition to being able to claim for individual delays, if performance drops below certain levels, season ticket holders may be entitled to a discount upon renewal of their ticket. Please refer to our Passenger’s Charter for further details of this scheme.

08) My train was delayed and I missed the last connection to my destination – there was no staff to help so I paid for a taxi to get me there – can I get my money back?

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.

09) My train was on time but I was not happy with the on-board service. Can I get my money back?

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.

10) Can I claim compensation for short delays?

We will not normally offer compensation for delays of less than 30 minutes.

11) Can I claim compensation if the timetable changes?

You can claim compensation for delays due to changes to the timetable advertised for the day you intended to travel by following the rail industry refund processes. Your claim will be considered without undue delay and any compensation due will be paid within 14 days of your claim being agreed by us. 

We aim to process all claims through this process within ten working days (though other train operators may, in some circumstances, take slightly longer).

12) Can I receive compensation if I don’t get a seat?

Compensation is not normally offered where no seats are available. Chiltern Railways do not provide seat reservations, claims may be considered where a reservation has been made, by the operator of the service on which you travelled.

13) Can I claim compensation if I paid for a First Class Seat and there were none available?

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.

If you were travelling with Chiltern Railways and had paid for a Business Zone supplement on a service that was advertised as having a Business Zone, but no Business Zone was available, you will be entitled to an appropriate refund. Please contact us.

14) Am I entitled to compensation?

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 https://tfl.gov.uk/fares-and-payments/refunds-and-replacements.)

Visit our compensation page for more detail 

15) How do I get my 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.

16) How will I receive my compensation?

Compensation can be made via:

  • Rail travel vouchers
  • Cheque
  • 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.

17) Are there other types of compensation available?

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.

18) When does the CRA apply?

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.

19) Can I claim for more than the price of the ticket?

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 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.
 

20) How do I ask for compensation above the price of my ticket?

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, you should write in the first instance to our Customer Relations team with details of your claim at: 

Chiltern Railways Customer Relations, Banbury ICC, Merton Street, Banbury OX16 4RN.

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.

21) What other remedies are there for a customer?

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.

22) What if I’m still not happy?

If you are not happy with the response to your claim, you should contact our Customer Services team to review your claim.

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: (including online chat): www.railombudsman.org

Telephone:  0330 094 0362
Textphone:  0330 094 0363 
(Monday to Friday 08:00 to 20:00
Saturday and Bank Holiday (08:00 to 13:00)

Email:  info@railombudsman.org
Twitter:  @RailOmbudsman 
Post:  FREEPOST – RAIL OMBUDSMAN