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 station facilities
Percentage score for Ambience and assets
| Period | Tonnes of CO2e per passenger kilometre |
|---|---|
| P7 | 72.52% |
| P8 | 69.20% |
| P9 | 74.28% |
| P10 | 73.41% |
| P11 | 71.43% |
| P12 | 75.95% |
| P13 | 82.63% |
| P1 | 72.19% |
Percentage score for Cleanliness and Graffiti
| Period | Tonnes of CO2e per passenger kilometre |
|---|---|
| P7 | 50.45% |
| P8 | 57.19% |
| P9 | 56.70% |
| P10 | 51.71% |
| P11 | 57.33% |
| P12 | 66.49% |
| P13 | 73.82% |
| P1 | 77.01% |
Technical measurements for air quality
| Period | Tonnes of CO2e per passenger kilometre |
|---|---|
| P1 | 0.0000749 |
| P2 | 0.0000508 |
| P3 | 0.0000546 |
| P4 | 0.0000844 |
| P5 | 0.0000481 |
| P6 | 0.0000495 |
| P7 | 0.0000428 |
| P8 | 0.0000458 |
| P9 | 0.0000435 |
| P10 | 0.0000383 |
| P11 | 0.0000352 |
| P12 | 0.0000391 |
| P13 | 0.0000370 |
Cleanliness of Rolling stock
| Period | Train Cleanliness - Heavy cleans completed |
|---|---|
| P1 | 95.45% |
| P2 | 99.49% |
| P3 | 98.48% |
| P4 | 98.48% |
| P5 | 99.49% |
| P6 | 97.48% |
| P7 | 99.49% |
| P8 | 99.49% |
| P9 | 99.49% |
| P10 | 99.49% |
| P11 | 100% |
| P12 | 100% |
| P13 | 100% |
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 | Annual Average 2022 (x/10) |
|---|---|
| Punctuality of trains | 7.9 |
| Information to passengers in case of delays | 7.6 |
| Accuracy and availability of information on train times/platforms | 8.3 |
| Consistently good maintenance/excellent condition of trains | 7.6 |
| High level of security on train/in station | 7.9 |
| Cleanliness of inside of the train | 7.6 |
| Provision of useful information throughout the journey | 7.8 |
| Availability of good quality toilets on every train | 7.5 |
| Cleanliness and maintenance of stations to a high standard | 7.6 |
| Assistance provision to disabled persons and persons with reduced mobility | 7.8 |
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 1st April 2022 and 31st March 2023 was 3061.
Categories for complaints
The below table shows our top 5 complaints received between 1st April 2022 and 31st March 2023.
| Type of complaint | Feedback |
|---|---|
| Sufficient room for all passengers to sit/stand | As more people returned to rail throughout the year, we found some services were starting to become crowded. We continuously review the capacity on board all of our services and made significant changes to our timetable in December 2022 in order to add capacity where it was most needed. We have made improvements to our capacity checker so customers can see expected capacity on board our services and make informed decisions before travelling. We continue to forecast predicted numbers returning to rail so e can continue to make changes as required. |
| The attitudes and helpfulness of the staff at station | We continued to roll out our Customer Service Standards Programme and carried out refresher training to those who had already undertaken this programme, whereby all front line staff have received training. The 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. |
| 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. |
| Ticketing and refunds policy | This category has been heavily influenced by the industry refunds policy when Industrial Action is taking place. We implemented a dedicated strike page for customers to see full information and FAQ’s ahead of purchasing tickets or travelling in order to provide customers with as much detail as possible to allow them to make informed decisions. We continue to adhere to the industry guidelines in this area. |
| Upkeep and repair of the train | Complaints in this area were primarily down to two areas: on board temperature and quality of ride. The quality of ride following investigations were down to track repair work and we worked closely with Network Rail to allow them to carry out repairs in specific areas on our route, making the journey more comfortable for customers going forward. For on board temperatures, our Fleet team have developed their plans in order to ensure routine maintenance is taking place in a timely manner following disruption to plans as a result of action short of a strike. |
Received complaints
The number of complaints received between 1st April 2022 and 31st March 2023 was 2990.
Processed complaints
The percentage of complaints processed between 1st April 2022 and 31st March 2023:
- 98.74% within 10 working days.
- 99.77% within 20 working days.
Average response times
The average response time between 1st April 2022 and 31st March 2023 was 5 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 |
| 2022 | 7539 | 3928 |