Service Updates
Chiltern Railways by Arriva

My service has been retimed or cancelled

My service has been re-timed or cancelled.

Guidance on alternative journey options and refund guidance (if you decide not to travel because of the change to your journey).

  • Anytime Single or Return - Your ticket is valid for travel on the rescheduled service(s) or on any service between your origin and destination station, on the same day.
  • Off-Peak or Super Off-Peak (Single or Return) - Your ticket is valid for travel on the rescheduled service(s) or on either of the two services directly before or after your original departure time on the same day. Any off-peak ticket - you can travel on any off-peak service on the same day. Any super off-peak ticket - you can travel on any super off-peak service on the same day.
  • Advance - Your ticket is valid for travel on the rescheduled service(s) or either of the two services directly before or after your original departure time from your origin to your destination on the same day.

Important note: If the ticket you hold shows that it is only valid for a specific train operator or route, you must travel with the same operator and/or same route.

For further information on using your ticket, please contact us or speak to station staff.

If you have a Passenger Assistance booking for your journey, please get back in touch so we can make any necessary changes.

Please see below for further information and advice on refund arrangements if you no longer wish to travel.

I no longer want to travel and would like a refund

My ticket was bought from:

  • Chiltern Railways – please see below for guidance.
  • Another train operator or a third party retailer. Please contact the original retailer of your ticket. If you are seeking a refund because your booked train has been amended or cancelled and no longer wish to travel, please ensure that you advise the retailer of this, as in these circumstances no refund fee is payable. The most popular 3rd party retailer is Trainline. Please click here if you purchased your ticket from trainline and wish to apply for a refund because your train has been cancelled or amended and you no longer wish to travel.
All refunds for unused tickets must be requested within 28 days of the original date of travel. 
Website / App

You can request a refund by logging into your online account here. Under refund reason please make sure you select ‘Delays/Cancellations’.

If you purchased your ticket as a ‘Guest’, or if your unused ticket is an ADVANCE Single, please contact our Customer Relations Team using this webform, selecting Enquiry Type ‘Refunds’. Please include your booking reference (format: B-CHILTERN-xxxxxxxxx) and state that your train has been amended or cancelled.

  • If you have collected your tickets, please cut your ticket(s) diagonally in two, so that all information remains legible and attach the image to the webform.
  • If you have not already collected your tickets, please DO NOT collect them now before applying for your refund.
  • Some mobile phones produce very large image files – if the image is too large, please wait until you receive an email acknowledgment of your request and then reply to that message with a copy of your tickets.
StationYou can return your tickets to any Chiltern Railways ticket office where they will arrange your refund for any journey bought at one of our stations.