Investing to Improve in Your Journey

Investing to Improve for 2021

Throughout the years we at Chiltern have worked hard to make improvements to our stations, journey times and customer experience.

This has included introducing services to Oxford, building and transforming stations, and supporting community projects. Over the last year, our staff and customers have worked tirelessly to keep the nation moving and safe. We're very proud of what we have achieved and have chosen a few of the highlights to share with everyone. 


On train 

Last year 95% of our trains arrived within 5 minutes of their scheduled time. Punctuality is important to us and to our customers which is why we work hard to get you where you need to be on time. We’re also very proud to have been recognised as the Best Train Operator between London, the West Midlands, and Oxford in the National Rail Passengers Survey for Spring 2020.

Hybrid train

Our environment

Last year we made some great steps towards looking after our environment by collaborating with various engineering companies to develop two hybrid battery trains. We look forward to unveiling these trains in the summer of 2021 and welcoming customers on-board once non-essential journeys are permitted.

Bike racks


We know our customers start their journey before reaching the station and we are always looking for ways to improve these journeys. That's why last year we added over 750 new bike racks to our stations. We were pleased to see our efforts recognised at the Rail Business Awards in 2020 where we came Highly Commended for the Train Operator of the Year.

Book shelf


We’re very proud of our connection to the local communities we serve, which is why we look for other ways we can support them. We gifted 470 children’s books for World Book Day last year as part of our work with the National Literacy Trust to help children develop the reading skills they need to succeed. Alongside CrossCountry we also pledged £300,000 to boost jobs and skills at smaller business in the West Midlands which had been impacted by the pandemic.

Cleaning surfaces


The safety of our customers and staff is always a priority, which is why we have cleaned and continue to clean an additional 2,000 touch point at stations each week. This helps our customers to travel with confidence on our network.