Industrial Action - Update

Update: Tuesday 5 November. Industrial action by ASLEF and the RMT union on London Underground services has been suspended.

FAQS

• When is the industrial action taking place?
  • Members of ASLEF (the train drivers' union) working for London Underground had voted to take industrial action on 7 & 12 November. Previously members of the RMT union were also expected to take industrial action on other dates, which is why there remain service alterations as indicated above. Further information from Transport for London is available here. 

• Why is the industrial action happening?
  • This industrial action was being taken by London Underground employees.

• What does the industrial action mean for my journey?
  • The likely impact is that on some days we will not be able to run services on the route via Amersham (the 'Metropolitan Line route'). This is because our trains on that route run over London Underground tracks from Amersham to Harrow-on-the-Hill, using their signalling systems and calling at London Underground stations.

• I have bought a ticket to travel on a day impacted by industrial action, can I use it on a different day instead?
  • No.

• Will my ticket(s) be valid on any other route?
  • Wednesday 6 November: As there are no direct Chiltern Railways services running South of Great Missenden, if you have a ticket valid for travel between any stations on the Aylesbury Vale Parkway / Great Missenden line & London (in either direction), your ticket can be used at no extra cost on the London Northwestern Railway route between Tring & London Euston.

• Is there a different timetable on the affected days?
  • Yes, an amended timetable will operate on 6 November. This is expected to affect customers who normally travel on services that run via Amersham. There are expected to be some minor timetable changes for customers who travel on the route via High Wycombe, due to additional peak time trains running over that route to / from Aylesbury.

• Will stations and ticket offices be open on the days affected by industrial action?
  • Yes, though some service alterations are expected on the via Amersham route.

• Will I be able to buy an Advance ticket to travel on the affected days? 
  • Yes. Advance purchase tickets are not usually available for short journeys on the routes affected. Please check our dedicated page for Advance ticket availability information.

• I have bought an Advance ticket to travel on the affected days, will I be able to get a refund? 
  • Advance tickets can be refunded fee-free (from the original retailer) if the train that the ticket is booked for is cancelled, delayed or rescheduled. Customers with 2 x Advance tickets (an outbound and a return), to be used as a return journey, can get a fee-free refund or change of journey for any unused legs/tickets, if one (either) of the legs is scheduled for an affected day. The ticket(s) need to have been purchased directly with Chiltern Railways. Customers who have purchased their tickets from other train companies or from third party retailers should refer to the original point of sale for guidance. All other normal terms & conditions for these tickets apply.

• I have assistance booked over the strike period, what should I do?
  • We will continue to provide assistance for trains that are running, including booked assistance for trains that are confirmed in the timetable. We will continue to provide assistance for each day that we are running trains, at stations that have a train service. If you have booked assistance on any of those days, our advice is to please contact our customer relations team on 03456 005 165 (selecting option 3 then option 3). We will attempt to proactively contact customers who have already booked assistance on a day impacted by industrial action and whose first or only travel leg is on our services. You may receive contact from another train operator if your first or only travel leg is with them.

• Am I able to get a refund on a ticket purchased to travel on any of the days affected by industrial action?
  • Customers whose train is delayed, cancelled or amended due to industrial action and have already purchased tickets can claim a full fee free refund on their outward and return ticket from the original ticket retailer or can amend their ticket without charge in line with the National Rail Conditions of Travel Condition 30 if they decided not to travel. This includes those with separate tickets purchased as part of a return journey that is not affected by the industrial action, but where the outward journey is not possible. Those who do travel and are delayed may be entitled to delay repay compensation if they are delayed by 15 mins or more against the published timetable in operation on the day. See below faq for further detailed guidance for flexi-season ticket holders who had not activated their ticket(s). 

• Should I still buy a Seven Day (weekly) Season ticket?
  • Customers should carefully consider whether it is cost effective buying a weekly season ticket for any period of industrial action as, depending on your journeys / travel patterns, it could be better for you to buy tickets to buy on individual days if indeed it is even possible to complete your journey.

• I have a season ticket valid for one month or more. What are my options? 
  • To be confirmed.

• What if I have a Flexi Season ticket to use on the strike day?
  • If you are unable to use the tickets on your Flexi Season due to the industrial action, you must wait until the Flexi Season has expired. If at this point, there are tickets still unused, you can contact us via the Contact Us form to refund any remaining tickets. If you have activated your ticket and then realised you can not travel, you can contact us from the Contact Us form and we will validate that the ticket was not used by checking tap data and refund that days travel. If you do not use the ticket on one or more of the days affected by industrial action, but then use them on a future date before the expiry of the ticket, there is no loss to you and therefore no refund due if all tickets used prior to expiry.

• Will you put alternative transport solutions in place?
  • A limited rail replacement bus service will run between Great Missenden & Amersham on 5 & 6 November. Your ticket can be used at no extra cost on the London Underground Metropolitan Line between Amersham & Baker Street on these days.

• If I do decide to travel on the day of the strike, will I receive compensation?
  • You will be eligible for compensation if you were delayed for 15 minutes or more against the final Published Timetable of the Day. You can apply for compensation on our delay repay page. Season ticket holders should see the above FAQ. Holders of Single and Return tickets should seek a refund from the original point of sale. Any application for Delay Repay or a refund of unused ticket(s) must be received within 28 days of the original date of travel.

• What happens if a ‘Do Not Travel’ message is issued?
  • Customers who have already purchased tickets can claim a full fee free refund from the original ticket retailer or can amend their ticket; Season ticket holders can apply for compensation through the Delay Repay scheme if you were unable to use your season ticket due to strike action.