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 category 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 10th January 2021 and 8th January 2022 was 1959.

Categories for complaints

The below table shows our top 5 complaints received between 10th January 2021 and 8th January 2022.

Type of complaint Feedback
Sufficient room for all passengers to sit/stand This complaint category was heavily influenced by social distancing causing for less capacity on board our trains. We constantly review our timetables in line with government guidelines around COVID-19 and monitored passenger numbers. We have introduced new technology that allows customers to see how busy each train is expected to be prior to travelling, allowing for customers to make informed choices around the services they wish to board. We have also increased capacity on board services as customers have returned to rail. We continue to forecast predicted numbers returning to rail so we can continue to make changes as required.
The attitudes and helpfulness of the staff at station We have launched a new Customer Service Standards programme, whereby all front line staff have received additional training. This training sets our expectations on the standards our customers can expect from our staff and how we can all work together to provide the best service for our customers. We continue to adapt and review this programme with each staff member recieving refresher training annually.
Punctuality/reliability (i.e. the train arriving/departing on time) These complaints were heavily influenced by a couple of incidents within the third quarter of 2021 which caused large scale disruption across our network. We continue to work with colleagues across the industry to minimise disruption across our services and have seen a much smaller number of complaints received in the last quarter of 2021. We have also invested in new technology to monitor trends where delays are occurring and meet with colleagues internally and externally to review, in order to rectify any ongoing problems and reduce delays on our network.
Your personal security on board This complaint category was heavily influenced by social distancing and customers not wearing masks. We followed government guidance in ensuring announcements and advertisements were made in line with each government rule change for COVID-19. Additional cleaning regimes were also carried out on board our trains. We received a big spike during the beginning of 2021 during the height of the pandemic but complaint levels have now reduced heavily.
Ticket buying facilities - Other There are no real trends as to when complaints 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 10th January 2021 and 8th January 2022 was 1995.

Processed complaints

The percentage of complaints processed between 10th January 2021 and 8th January 2022:

  • 99.92% within 20 working days.
  • 99.38% within 10 working days.

Average response times

The average response time between 10th January 2021 and 8th January 2022 was 10 days.

Possible improvement action undertaken

See the 'feedback' column under the 'Categories 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
2021 7034 2926