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
Periodic data for how we scored against our Service Quality Regime benchmark for 'Cleanliness and Graffiti' at our stations can be found by visiting our Service Quality Regime page.
Technical measurements for air quality
| Period | Tonnes of CO2e per passenger kilometre |
|---|---|
| P1 | 0.0000461 |
| P2 | 0.0000438 |
| P3 | 0.0000452 |
| P4 | 0.0000414 |
| P5 | 0.0000394 |
| P6 | 0.0000348 |
| P7 | 0.0000383 |
| P8 | 0.0000362 |
| P9 | 0.0000376 |
| P10 | 0.0000363 |
| P11 | 0.0000378 |
| P12 | 0.0000388 |
| P13 | 0.0000579 |
Cleanliness of Rolling stock
| Period | Train Cleanliness - Heavy cleans completed |
|---|---|
| P1 | 97.99% |
| P2 | 95.48% |
| P3 | 99.50% |
| P4 | 96.62% |
| P5 | 99.52% |
| P6 | 97.58% |
| P7 | 97.58% |
| P8 | 97.58% |
| P9 | 96.14% |
| P10 | 95.65% |
| 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
| Category | Wavelength Survey | 2023/2024 |
|---|---|---|
| Punctuality of trains | Travelling on the train: The train departs on time. Arriving: My train arrives on time. | 7.9 8.0 |
| Information to passengers in case of delays | Waiting at the station: Any delays are communicated helpfully while I am waiting. Travelling on the train: Any delays are communicated helpfully during my journey. | 7.7 7.7 |
| Accuracy and availability of information on train times/platforms | Exploring options: I can find train times. Buying ahead: I am communicated with appropriately in advance of my journey. | 8.2 7.9 |
| Cleanliness of inside of the train | Travelling on the train: The train is clean. | 7.6 |
| High level of security on train/in station | Arriving & parking: My car/bike feels safe and secure. Travelling on the train: I feel safe on the train. My train company made sure I was safe and secure. | 7.9 8.0 7.3 |
| Provision of useful information throughout the journey - Pre journey | Buying at the station: There is somebody to help or talk to when I need it. Waiting at the station: The status of my train is visible. | 7.7 8.1 |
| Provision of useful information throughout the journey - during journey | Travelling on the train: I can find out how my journey is going. Arriving: I am provided with onward travel information. | 7.8 7.7 |
| Provision of useful information throughout the journey - Post journey | Arriving: I can access live onward travel info. I always knew what was happening before, during and after my journey. | 7.8 7.4 |
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 2023 and 31st March 2024 was 2552.
Categories for complaints
The below table shows our top 5 complaints received between 1st April 2023 and 31st March 2024.
| 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 some changes to our timetable in December 2023 in order to add capacity where it was most needed. In addition to continuing to use online capacity checkers, we have started a new trail across a small number of stations to show live information on station screens, advising customers where there are a reduced number of carriages and capacity challenges so that customers can see expected capacity on board our services and make informed decisions before travelling. We continue to monitor capacity on board and forecast predicted future customer numbers so we can continue to make changes as required. |
| Punctuality/Reliability (i.e. the train arriving/departing on time) | There have been a couple of major incidents across our network, including a landslip which heavily influenced these complaints. We continue to work with colleagues across the industry to minimise disruption across our services. We continue to use 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. We have also introduced a ‘Service Updates’ page on our website to allow customers to see the most up to date live travel information before and during their journey. |
| The attitudes and helpfulness of the staff at stations | Our Customer Service Standards Programme continues to be rolled out to new employees and refresher training to those who had already undertaken this programme. 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. In addition, new ‘Empathy Lab’ training has been rolled out across all of our front line teams, allowing staff to experience first hand, similar situations our customers find themselves in and learn how to best help them. |
| Ticketing and refunds policy | This category continues to be heavily influenced by the industry refunds policy when Industrial Action is taking place. We continue to use 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 on board temperature during the Summer months. We continue to carry out routine maintenance to all of our train units and also continue to work with the Department for Transport in order to make progress with plans to procure newer, more reliable rolling stock. More information on our plans to procure more rolling stock can be found here: Chiltern Railways 2030 Vision | Chiltern Railways |
Received complaints
The number of complaints received between 1st April 2023 and 31st March 2024 was 3937.
Processed complaints
The percentage of complaints processed between 1st April 2023 and 31st March 2024:
- 87.86% within 10 working days.
- 97.08% within 20 working days.
Average response times
The average response time between 1st April 2023 and 31st March 2024 was 5.50 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 |
| 2023 | 13199 | 2745 |