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 on 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 | 0.0000439252 |
| P2 | 0.0000366327 |
| P3 | 0.0000403289 |
| P4 | 0.0000403487 |
| P5 | 0.0000424451 |
| P6 | 0.0000427884 |
| P7 | 0.0000362398 |
| P8 | 0.0000373131 |
| P9 | 0.0000361647 |
| P10 | 0.0000436926 |
| P11 | 0.0000450010 |
| P12 | 0.0000396243 |
| P13 | 0.0000383632 |
Cleanliness of Rolling stock
| Period | Train Cleanliness - Heavy cleans completed |
|---|---|
| P1 | 99.15% |
| P2 | 99.52% |
| P3 | 99.03% |
| P4 | 97.58% |
| P5 | 95.65% |
| P6 | 97.10% |
| P7 | 99.52% |
| P8 | 98.52% |
| P9 | 98,55% |
| P10 | 99.03% |
| P11 | 99.03% |
| P12 | 99.03% |
| P13 | 99.09% |
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 | 2024/2025 |
|---|---|---|
| Punctuality of trains | Travelling on the train: The train departs on time. Arriving: My train arrives on time. | 8.11 8.11 |
| 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. | 7.64 7.71 |
| 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. | 8.27 7.79 |
| Cleanliness of inside of the train | Travelling on the train: The train is clean. | 7.69 |
| 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. | 7.79 8.0 7.47 |
| 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. | 7.81 8.15 |
| 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. | 7.84 7.76 |
| 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. | 7.89 7.45 |
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 2024 and 31st March 2025 was 2413.
Categories for complaints
The below table shows our top 5 complaints received between 1st April 2024 and 31st March 2025.
| Type of complaint | Feedback |
|---|---|
| Sufficient room for all passengers to sit/stand | We introduced 2 additional peak time services on Tuesdays, Wednesdays and Thursdays, as well as providing additional capacity to existing services on Monday and Friday. These changes were aimed at our busier services to reduce crowding where most needed. We continue to monitor passenger numbers and load factors, along with complaint volumes in this area in order to react where needed and where possible. We also continue to hold conversations with Department for Transport in order to look to procure more trains. |
| Punctuality/Reliability (i.e. the train arriving/departing on time) | There have been a couple of major incidents across our network, most notably signalling faults, which are not maintained or managed by Chiltern Railways. 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 worked with industry partners to start using videos on our social media pages to highlight important information during certain disruptions, making information more accessible and understandable for our customers. |
| The attitudes and helpfulness of the staff at stations | We rolled out ‘Empathy Lab’ training across all of our front line teams and Managers, allowing staff to experience first hand, similar situations our customers find themselves in and learn how to best help them. This training allows us to use virtual reality equipment to put our learning in to practice and we believe will really make a difference to our front line colleagues and customers in difficult situations. |
| Ticketing and refunds policy | Changes were made to our Off-Peak restrictions once we went live with Contactless payments on a section of our route. This change caused some initial frustration to customers and we worked to make as many customers aware as possible in advance with social media posts and leaflets at stations, as well as a dedicated page on our website to the contactless payment rollout. Following some initial negative feedback, complaints in this area has since reduced. |
| Upkeep and repair of the train | Towards the start of the year, we had some seasonal complaints regarding air conditioning not working on board our trains, resulting in a higher complaint numbers in this area. We were behind on our fleet maintenance plan and the Engineering department worked hard to implement a plan to get us back on track, ensuring that heating / air conditioning were maintained , along with other maintenance better throughout the year. Since the initial negative feedback across the beginning of the year, complaints in this area have since reduced. |
Received complaints
The number of complaints received between 1st April 2024 and 31st March 2025 was 3008.
Processed complaints
The percentage of complaints processed between 1st April 2024 and 31st March 2025:
- 92.16% within 10 working days.
- 98.59% within 20 working days.
Average response times
The average response time between 1st April 2024 and 31st March 2025 was 3.68 days.
Possible improvement action undertaken
See the 'feedback' column under the 'Categories for complaints' section. We also publish our Annual Complaints Handling Continuous Improvement report here: Complaints | Chiltern Railways
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 |
| 2024 | 22790 | 2618 |