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Service Quality Report

Information and Tickets

Provision of Travel information during the journey

Our trains have signage above the internal doors, giving information about the location and availability of onboard toilets.

Information regarding the next station will be announced onboard and through customer information screens.

In the case of delays there will be information announced at appropriate intervals and further information can be found on our website via Check My Journey.

Safety guideline notices can be found onboard.

How requests for information are handled at the station

Customers can request information from our ticket office or any member of staff at stations. Information about staffed stations and ticket office opening hours can be found on our station directory page. Information at unstaffed stations is available from customer information screens, station announcements and station Help points.

Information about station Help points can be found on our website on our station directory page.

How information about train schedules, tariffs and platforms is provided

Train schedules can be picked up from our stations in paper form. Train schedules and platforms are available on customer information screens and from the Live Train Times on our website and app.

Timetables can be accessed on our desktop or mobile website on our timetable page. Tariffs and ticket type information can be found from ticket offices or from going to Ticket Types on our website.

Ticket buying facilities

To see the availability of ticket offices and ticket vending machines for stations, please go to our station directory page. If you wish to buy an E-ticket or a ticket to load on to a Smartcard please visit our ticketing site available on desktop, tablet and mobile. Tickets can also be purchased on the Chiltern Railways App.

Availability of staff at the station for information provision and ticket sales

To see if a station is manned or not, please go to our stations pages and click on a station.

Information at unstaffed stations is available from customer information screens, station announcements and station Help points. Information about station Help points can be found on our website on our station directory page.

How information to disabled people and persons with reduced mobility is provided

Disabled people and persons with reduced mobility can find information and book assistance using our Accessible Travel Page.

Punctuality for services and general principles to cope with disruption to services

Delay of services

All delay information can be accessed on our Punctuality and Performance page, the page is updated every period.

.In the event of delays or cancellations to services a member of staff can help, information is also available via customer information screens, announcements, our website via JourneyCheck and social media. Information about Delay compensation can be found from our Contact us page.

Additional information about safety and security is available from the Safety and Security page on our website.

Disruption

In the event of delays or cancellations to services a member of staff can help, information is also available via customer information screens, announcements, our website via JourneyCheck and social media. Information about Delay compensation can be found from our Contact us page.

Additional information about safety and security is available from the Safety and Security page on our website.

Guidance if a passenger falls ill on board can be found on our Medical emergencies on trains and stations page.

Cancellation of services

Cancellation of services as part of all services in % per category of service

Punctuality and reliability of our services can be seen on our Punctuality and Performance page and all cancellations can be viewed on the bar graph at the bottom of our Punctuality and Performance page.

Cleanliness of rolling stock and station facilities

Cleaning completed for stations and Rolling stock

Period Train Cleanliness - Heavy cleans completed Station Cleanliness - Station cleans undertaken (over and above contract)
P11 100% 86%
P12 97.09% 89.75%
P13 96.60% 91%
P1 99.51% 93.50%
P2 100% 90.25%
P3 99.03% -
P4 100% -

Technical measurements for air quality

Period CO2 per passenger kilometre
P1 0.0439
P2 0.0424
P3 0.0391
P4 0.1597
P5 0.2133
P6 0.2695
P7 0.2148
P8 0.1908
P9 0.1494
P10 0.1567
P11 0.1917
P12 0.2124
P13 0.3212

Availability of toilets on Rolling stock

Period Train Cleanliness - Heavy cleans completed
P11 96%
P12 98%
P13 98%
P1 98%
P2 98%
P3 98%
P4 97%

Availability of toilets at stations

To see whether a station has toilet facilities, please go to our stations pages and click on a station.

Customer satisfaction survey

Satisfaction catagory Spring 2020 (% satisfaction)
Punctuality of trains 87
Information to passengers in case of delays 43
Accuracy and availability of information on train times/platforms 87
Consistently good maintenance/excellent condition of trains 75
High level of security on train/in station Train = 80, Station = 80
Cleanliness of inside of the train 79
Provision of useful information throughout the journey 80
Availability of good quality toilets on every train 60
Cleanliness and maintenance of stations to a high standard 83
Assistance provision to disabled persons and persons with reduced mobility Train = 80, Station = 80

Complaint handling - Refunds and compensation

Procedure in place

Our process for handling complaints can be found on our Complaints Handling Procedure.

Number of complaints and outcome

The number of complaints and outcome recorded between 5th Jan 2020 and 9th January 2021 was 2692.

Categories for complaints

The below table shows our top 5 complaints received between 5th Jan 2020 and 9th January 2021.

Type of complaint Feedback
Ticketing and Refunds Policy We had an increase in complaints for this category after March 2020 as a result of COVID-19, with many customers surrendering their Season tickets. Customers were complaining that refunds were not calculated pro-rata, because they were calculated correctly as per the National Rail Conditions of Travel.We were allowing refunds to be backdated at this time, as per Government instruction. Once we had processed the bulk of refunds, complaint levels instantly started to drop. Throughout Covid-19, we have kept our website updated with any changes to the refunds policy and the reduced number of refund requests has meant that complaint levels have stayed low for the remainder of the year.
The attitudes and helpfulness of Station Staff Complaint levels of this type were higher in the second quarter of 2020 at the start of the COVID-19 pandemic, with no single pattern for these complaints. We later saw a drop in these type of complaints throughout the second half of the year. We are rolling out a ‘Customer Service Standards’ project, which will give all frontline staff access to a handbook on their hand held devices, outlining the standards expected and additional customer service refresher training.
Sufficient room for passengers to sit/stand During this time period we encouraged essential travel only in line with Government guidance. To keep trains as spacious as possible we have now launched a new technology on the Live Trains feature of our App to allow customers to see how busy our trains are before deciding on whether to board.
Ticket buying facilities There are no complaint trends as there were a steady low rate of complaints throughout the year. As a result, we have continued to invest in our retailing facilities, upgrading our Ticket Office retailing platform and continuing to monitor any faults across our fleet of TVM's, ensuring these are rectified quickly.
Ticket buying facilities - Other There are no real trends as to when comlaints were made as there were a steady low stream of complaints throughout the year. As a result, we have continued to invest in our online booking system and continuing to monitor any faults, ensuring these are rectified quickly.

Received complaints

The number of complaints received between 5th January 2020 and 9th January 2021 was 2292.

Processed complaints

The percentage of complaints processed between 5th January 2020 and 9th January 2021:

  • 99.97% within 20 working days.
  • 96.13% within 10 working days.

Average response times

The average response time between 5th Jan 2020 and 9th January 2021 was 16 days.

Possible improvement action undertaken

See the 'feedback' column under the 'Catagories for complaints' section.

Assistance provided to disabled persons and persons with reduced mobility

Assistance procedure in place

Out Assistance procedure and Accessible Travel Policy is available from our Accessible Travel Page.

Number of cases of assistance per category  of service

Year Recorded Booked Assists Recorded Unbooked Assists
2018 15159 6684
2019 15959 6850
2020 3693 1938