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 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 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 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 '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 |