Passenger’s Charter

Our promise to keep our promises. Valid from June 2019

chilternrailways.co.uk Contents Getting in touch with us How to provide feedback Chiltern Railways Customer Services, ICC, Merton Street, Banbury, Getting in touch with us 1 OX16 4RN Tel: 03456 005 165 Mondays to Fridays, Introduction 2 0830 to 1730. Fax: 01926 729 914 How to find out information 2 www.chilternrailways.co.uk Online and by phone 2 FREEPOST Chiltern Railways Twitter: @chilternrailway In person 2 Not all of the stations we call at are run Tickets 3 by Chiltern Railways. If the matter concerns one of the stations below, you Buying in person 3 should contact the relevant Train Buying online 3 Company. Buying by telephone 3 Stations from Widney Manor to Kidderminster inclusive (except Discounted tickets 3 and Moor St which are run by Chiltern), and from Claverdon to Oyster cards 3-4 Stratford-upon-Avon inclusive are run by Ticket refunds 4 Railway. Contact their Customer Relations at Freepost Penalty fares 4 WEST MIDLANDS RAIL CUSTOMER RELATIONS Route map 5 Tel: 0333 311 0039 www.westmidlandsrailway.com Train punctuality and reliability 6 Void days compensation 6 Stations from Harrow-on-the-Hill to inclusive and the ticket Useful information 6 offices at South and West Ruislip are run by Transport for ; contact Accessibility assistance 6-7 their Customer Services at 4th Floor, 14 Bikes on trains 7 Pier Walk, London, SE10 0ES Tel: 0343 222 1234 Catering 7 www.tfl.gov.uk

Lost property 7 Stations from to Heyford inclusive are run by Great Western Our trains 8 Railway; contact their Customer Our staff 8 Relations at Freepost RSKT-AHAZ-SLRH, Plymouth, PL4 6AB If your train is late 8 Tel: 0345 7000 125 www. GWR.com Season Ticket renewal discount 9 We aim to respond to 90% of all Planned disruption/engineering 9 complaints within 10 working days and works 95% within 20 working days. General information and other 9 help 1 If you are not happy with our response Please give us the opportunity to try to resolve your complaint. If you’re unhappy Introduction with the response you receive, you have the right to appeal to the Rail Ombudsman. The Chiltern Railways is committed to providing a safe, Rail Ombudsman is there to help resolve on reliable, welcoming and value for money service all going complaints/disputes between us and day, every day. In producing this charter, we set our customers. It’s free to use their services out to explain: and they are independent of the rail industry. They don’t take sides, but just look • The minimum standards we expect to achieve at the evidence available. They will help us • How we’ll compensate you if things go wrong both to try to reach an agreement, but if this • How we’ll tell you about our performance doesn’t happen, they will make a decision • How you can contact us with your suggestions or based on the evidence they’ve received. If concerns you agree with their decision, then we have to act on what they say. How to find information You can appeal to the Rail Ombudsman if: you’re unhappy with our final response to your complaint which will be contained in a Online and by phone letter or email (sometimes called a Who Web Phone ‘deadlock letter’); or we haven’t resolved your complaint within 03456 005 165 40 working days of receiving it; and Customer no more than 12 months have passed since chilternrailways.co.uk Relations we sent you our final response. Chiltern Twitter: Railways @chilternrailway (0830 to 1730 Mon-Fri) There are some complaints that the Rail (0730 to 1930 Telesales Ombudsman won’t be able to look into, for weekdays) (0800 to 2200 example if it’s about the way one of our 7 days a week) services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail 03457 48 49 50 Ombudsman service was established. If (24 hours) that’s the case, then they’ll contact you to National Textphone: let you know. If possible, they will transfer Rail nationalrail.co.uk 03456 050 your complaint to another organisation that Enquiries may be able to help you further, such as 600 (0800 Transport Focus or London TravelWatch – to 2000) the independent consumer watchdogs for the rail industry. They will independently Transport review your complaint and where for London tfl.gov.uk 0343 222 1234 appropriate, follow things up on your behalf. Journey Planner Website: (including online chat): www.railombudsman.org In person Free copies of our current timetable are Telephone: 0330 094 0362 available at the staffed stations we serve. Textphone: 0330 094 0363 Timetable posters are also displayed at (Monday to Friday 08:00 to 20:00 stations. We will inform you at least six weeks Saturday and Bank Holiday (08:00 to 13:00) in advance of any disruption or timetable changes caused by non-emergency Email: [email protected] engineering works, or for any other reasons. Twitter: @RailOmbudsman When we introduce a new timetable, we will Post: FREEPOST – RAIL OMBUDSMAN have details of it available at staffed stations and on our website at least four 2 weeks before it starts. Each staffed station displays a poster showing the We’ll monitor queuing times at our ticket opening hours of the ticket office and other useful offices. The times of peak demand will be advice. This information is also available via the published in the public timetable booklet. Chiltern Railways website. With the exception of Our aim is that usually you shouldn’t have to Park and , we will have our wait for more than three minutes before people on site at our staffed stations from early being served, and no more than five minutes until late (waiting rooms are kept open until at peak times. 2300) making our stations safer The following stations are not staffed but are Buying online provided with a telephone Help Point . Help An online service is available on our website, Points are staffed 24 hours a day, seven days chilternrailways.co.uk. Tickets purchased online a week. Operators can assist with journey can be collected from the self-service FastTicket information and provide advice on machines at our stations. Please ensure that you accessibility: bring the payment card you have used to purchase the ticket as it is always required to • Bearley (operated by West Midlands collect the ticket. Tickets purchased online can Railway) also be printed, loaded onto a smartcard (limited • Blakedown (operated by West Midlands stations available to use), posted, or you can Railway) have a barcode sent to your phone. Further • Claverdon (operated by West Midlands information can be found at Railway) chilternrailways.co.uk/faq/ticketing. Electronic • Denham Golf Club devices must be adequately charged for the • Hatton entire journey if used to store tickets. • Heyford (operated by ) Buying by Mobile app • Islip You can download our mobile app from your app • Kings Sutton store and purchase tickets straight to your phone • Lapworth or collect them from a FastTicket machine at our • Little Kimble stations. • Monks Risborough • Saunderton Buying by telephone • Stratford-upon-Avon Parkway (operated Please call 03456 005165 (0700 to 2200, every by West Midlands Railway) day apart from Christmas Day). Tickets will be • Sudbury Hill Harrow sent out by 1st class post if purchased by phone, • Sudbury & Harrow Road or can be collected from a self-service ticket • Tackley (operated by Great Western machine. Railway) • Stadium Advance tickets and train company specific • (operated by West Midlands tickets Validity Railway) We offer a great range of Advance tickets. These can only be used on specific services. If you try to use an Advance purchase ticket at other Tickets times, it will be invalid.

Buying in person Tickets can generally be used on all train Self-service FastTicket machines are companies’ services, but some tickets may only available at most of our stations. These be used on the trains of one specific train offer an alternative way of buying Single company. You may be liable for a Penalty Fare if or Return tickets and Seven Day Season you travel by another company’s train. It is your tickets with card or cash. Ticket Office responsibility to check, railway staff will be opening times information is displayed at happy to assist, so please ask before stations and on our website, travelling. At unstaffed stations, this information chilternrailways.co.uk, Our ticket offices can be obtained via the Help Points. offer a full range of National Rail tickets. 3 Ticket Type Refund Allowed? Admin Oyster cards and contactless payment Oyster and contactless payment cards Season Ticket Yes £10 can be used between London Marylebone and Amersham (and Anytime Ticket Yes £5 intermediate stations), plus between London Marylebone and West Ruislip Off Peak Ticket Yes £5 (and intermediate stations). Oyster Season Tickets (or ) can be Super Off Peak Yes £5 used within the appropriate London Ticket Fares Zones, while Oyster Pay As You Go Advance Ticket No can be a really convenient way to travel around London. Season Tickets Season ticket refunds are calculated based on the Oyster Pay As You Go cannot be used in difference between the amount you paid and the combination with any paper ticket unless charge for the period of time the Season ticket you alight at the station to touch out was used for. These are not pro rata. If your when you change from Oyster to a paper chosen route changes, it is possible to exchange ticket. your Season ticket. When doing so, you will need to pay the difference between the cost of the When using contactless cards or Oyster tickets based on the remaining validity or in some Pay As You Go you will be charged an cases where the new ticket is cheaper, you may entry charge when you start your be entitled to a partial refund. This will be subject journey. Be sure to touch in and out; if to a £10 admin fee. If a Season ticket is lost or you don’t touch in at the beginning of, stolen, you may apply for a replacement ticket. and out at the end of, your journey you For lost tickets, we will charge an admin fee of will be charged the highest possible fare £10. If the ticket stops working, we will replace and this won’t count towards the Price this free of charge. Cap. Make sure that you have enough on your contactless card or Pay As You Go Railcards account to cover the cost of your Railcard holders are entitled to a refund of any journey. If you don’t have enough credit extra charges incurred in the event you are to cover the cost of your journey, you unable to demonstrate proof of a railcard. One may be liable for a Penalty Fare. claim per customer is permitted once in a 12 month period and any difference is refunded in Equally even if you have already reached National Rail vouchers. your daily Oyster Cap, it’s still necessary to touch in and out for every journey, or Penalty fares you may be liable for a Penalty Fare or When travelling with Chiltern Railways you must prosecution. carry a valid ticket (and valid Railcard if appropriate) for your entire journey, or have a Ticket refunds Permit to Travel. If a station doesn’t have a ticket Refunds are generally available if you office, or the ticket office is closed, a ticket should choose not to travel, but there is an be purchased from the self-service ticket administration fee for claims. However, we machine(s) on the station. If the ticket you require won’t charge you that fee if you claim the isn’t available from the self-service ticket day before the ticket becomes valid for machine(s), then a Permit to Travel should be travel, or if you are claiming a refund purchased from the machine on the station if because your train is delayed or cancelled available. In the rare cases where this is not and you no longer wish to travel, or available, you should buy a ticket as soon as is because of another rail industry problem reasonably practicable during the journey. (e.g. overrunning engineering works). Refunds must be claimed within 28 days Failure to buy a valid ticket for your entire journey of the ticket’s expiry date for full when you were able to do so may leave you liable refund. For further details regarding your to pay a Penalty Fare. This will be £20 or twice refund rights, please refer to the National the appropriate full single fare to the next Rail Conditions of Travel - station stop, whichever is the greater. 4 www.nationalrail.co.uk/times_fares/46427 .aspx Chiltern Railways route map

5 The railway industry also records Train punctuality and performance through the Public Performance Measure (PPM) PPM is Reliability measured against all advertised trains Chiltern Railways have a commitment to from Monday to Sunday; a train is a PPM run punctual and reliable trains. Our latest success if it calls at all station stops and performance figures are as follows: arrives within 5 minutes of its scheduled time (there are no exclusions due to Average Peak Peak external events). We aim for at least 15 out Reliability for year punctuality punctuality Reliability PPM standard of 16 trains (93.75%) to achieve PPM. ending Standard achieved achieved

March 16 92.00% 93.25% 99% 99.35% 94.48% Void Days compensation A Void Day is where there has been serious, extended disruption during a March 17 92.00% 92.09% 99% 99.20% 93.13% morning and/ or evening peak period, where the cause is within railway industry control, and when no alternative (such as March 18 92.00% 91.84% 99% 99.37% 92.60% rail replacement service) has been provided. If we believe the performance of our train service falls below an acceptable * Peak punctuality is measured against advertised trains arriving in London, Mondays to Fridays from 0700 to level during the day, or peak period, it will 0959 inclusive and departing from London, Mondays to be declared ‘Void’. When declaring a Void Fridays from 1600 to 1859 (except bank holidays). A train Day we will advise affected customers and is considered punctual if it arrives at its destination within display posters at , Banbury, five minutes of its scheduled time. Birmingham Moor Street, Warwick Parkway, , The Reliability Standard measures the and London Marylebone stations. We will proportion of services run as against all explain the process to customers and advertised trains scheduled to run at any time outline their options to claim either a Monday to Friday (except bank holidays). A Season Ticket extension or refund based train is counted as reliable if it completes half on the number of Void Days. The or more of the published journey length and performance on a Void Day will be calls at half or more of the station stops. excluded from the statistics used to calculate peak punctuality and reliability We display posters, which show how our (see section on Season Ticket Renewal performance compares to our standards, at Discounts on page 9). Aylesbury, Banbury, Birmingham Moor Street, Warwick Parkway, Leamington Spa, High Wycombe and London Marylebone stations. These are updated every four weeks. We also Useful information show performance information on our website. Some causes of delay are beyond railway industry control and these are Accessibility assistance excluded from our punctuality and reliability If you need help, give us a call before statistics. Examples of events outside of the 2200 the day before travel and we can railway’s control include severe weather, make arrangements to assist you. vandalism, the striking of a bridge by a 03456 005 165 (daily, 0800 to 2200 vehicle, line closures at the request of the excluding Christmas Day). police or emergency services, and suicides or accidents involving trespassers. All exclusions are clearly marked on the performance posters.

6 Tandems are not carried at any time on If you don’t book we will try our best to Chiltern Railways. There are no restrictions help, but can’t guarantee that assistance on folding bikes. Bikes are only allowed on will be conveniently available. Please speak rail replacement buses at the driver’s with station staff or use the Help Point. discretion. There are at least two designated car parking spaces available for blue badge Please note that staff can still refuse holders at all of our managed station car bicycles on any train during busier times parks (for more information see the and bicycle storage spaces cannot be Disabled Travellers section of our website reserved. In such circumstances, please chilternrailways.co.uk/before-you- make yourself know to a member of staff travel/disabled-traveller-information) We so they can assist with your onward monitor the use of designated parking journey. spaces and where insufficient capacity exists we will provide more designated Lost property spaces as necessary. If we find any item of lost property, we’ll always do our best to contact the owner if Details of the facilities provided at each they can be identified. Items can be station are set out in the leaflet ‘Making rail collected from London Marylebone up to accessible: Guide to Policies & Procedures’, three months after they’ve been handed which also contains details of the facilities in, although perishable items will be aboard our trains. Copies are available from disposed of before then as will any items our website chilternrailways.co.uk/before- which we believe could injure staff or you-travel/disabled-traveller-information. If damage our property – we charge a you can’t use your intended station we will collection fee to cover our administration arrange alternative transport (such as a costs. These range from £20 for high taxi) at no extra cost to, or from, the value electronic goods such as laptops, to nearest or most convenient suitable £3 for items such as books, umbrellas and accessible station in your direction of gloves. Further charges can be found on travel. our website chilternrailways.co.uk/lost- property-online-form Passengers with hearing difficulties may wish to enquire about train times and fares If you lose something on one of our trains using the textphone service provided by or stations you can report it by the National Rail Enquiries (Textphone 0345 60 following means: 50 600 daily 0800 to 2000). • Using the online form on our website. Bikes on trains This is the most effective way to contact On Mondays to Fridays we’re unable to us at chilternrailways.co.uk/lost- convey non-folding cycles on our busiest property-online-form trains. These are trains arriving at London • Using a Lost Property form available at Marylebone, Oxford or Birmingham Moor any Chiltern Railways ticket office, and Street between 0745 and 1000 and trains returning it to a member of Chiltern departing from London Marylebone, Oxford Railways Staff. or Birmingham Moor Street between 1630 • By phone using the contact details below and 1930. In addition, non-folding bicycles are not permitted for any part of the Write to: Chiltern Railways Lost journey on the train that leaves Property, Marylebone North at 0623 on weekday mornings Station, London NW1 6JJ (Haddenham & Parkway 0635, Phone: 03456 005 165 (opt 3 0644, High Wycombe followed by opt 2) 0654 and 0702) and arrives at London Marylebone at 0728. This is due Lost Property Office Operating Hours: to the type of train used to form this Mondays to Fridays 1200 to 2000. Please service. allow up to two weeks for processing lost These restrictions apply even if you’re only items. If you do not hear from us in that travelling for part of the train’s journey. period, you should assume the item has 7 not been found. Our trains If you are delayed on a Chiltern Railways We aim to clean all our trains at least once train journey and the cause of the delay every two days, inside and out. Additionally was within railway industry control you we try to ensure that every train before the can claim compensation. Chiltern Railways start of its first journey of the day as well as offers passengers the right to claim any train that leaves London Marylebone is compensation for delays under our cleared of litter. We aim to keep our compensation scheme. You do not have carriages tidy, free from litter and well lit, to use this scheme to recover with toilets that work. Please speak to a compensation, you can claim directly staff member if something does not look using your other legal rights including right. under the Consumer Rights Act 2015. However, you cannot recover the same For your comfort, all of our services are money twice so you must select one non-smoking, including the use of e- method of claiming from Chiltern cigarettes. Furthermore, one carriage on Railways. If you are making a claim using each of our Clubman and Silver trains is our compensation Scheme you must make designated as a Quiet Coach. Stickers on a claim within 28 days of the intended the windows identify this carriage. Our date of travel. If it is not possible to get trains are equipped to carry wheelchairs you to your destination, either by train or and stickers on the doors identify this part other transport, and you become of the train. stranded, we will make special arrangements. Our staff Our staff at stations and on trains will be In respect of delays Chiltern’s pleased to assist you with any aspect of compensation policy is as follows: your journey. We expect all our staff to be: Length of Compensation How delay • Smartly dressed, easily recognisable and You will wearing name badges A choice of rail 60 receive the full travel • On hand to assist you – particularly if minutes cost of your services are disrupted vouchers, or more single ticket or BACS, Cheque, • Courteous, helpful and willing to deal 50% or your with your problems Card Payment return ticket or Cashable Vouchers Our Station staff work alongside our Area N/A Managers with the local community to You will A choice of rail make your local station a welcoming, 30 receive 50% of travel comfortable and safe place. minutes to the cost of vouchers, 59 your single BACS, Cheque, minutes If your journey is ticket, or 25% Card Payment of your return or Cashable delayed ticket Vouchers

Please accept Compensation arrangements vary Less than N/A our apologies, between train companies, even for the 30 but no refund same journey. If you are delayed the minutes is due responsibility for compensation rests with the train company that operates the train you travel on (or the train on which you were originally due to travel, if different). For Season ticket holders, the amount compensated will be calculated on the cost of an Anytime Single Fare for the journey you were taking and the length of the delay you incurred.

8 If significant delays occur we will do our Planned disruption/engineering works best to tell you about your entitlement to Occasionally, work may need to be carried claim compensation by making out on our line and this may result in part of announcements on trains and at stations our line being closed. When this happens, we and we will hand out forms where our staff will arrange alternative transport and strive are available. to advertise any amended timetables 12 weeks in advance. You can view amended If you need to retain your ticket following timetables at chilternrailways.co.uk/tickets- the completion of your journey for a and-times/changes compensation claim and your destination Please be aware that planned and advertised has automatic ticket gates, please show changes to our timetable do not qualify for your ticket to a member of gateline staff previously mentioned compensation, unless and say you need to keep the ticket. They alternative transport does not run to the will open the gate for you. For amended timetable. Oystercard/Contactless cards, please provide us with an Oystercard statement which can be obtained from booking offices or their website. General information

If you are travelling using an Oystercard and other help then please ensure you include a copy of your Oystercard statement with your claim so that the journey details can be verified. We have a commitment to plan services and allocate carriages to best avoid overcrowding. Claims can be made by visiting Whilst we can’t guarantee everyone a seat, we chilternrailways.co.uk/contact-us or aim to ensure that nobody should have to submitting by post to: FREEPOST stand for more than 20 minutes. If delays CHILTERN RAILWAYS occur we’ll get you to your destination as soon as possible. If you miss your last train because Season ticket renewal discount of a delay to one of our services we’ll arrange If you hold a monthly or longer period onward transport, either by road or with Season Ticket, in addition to the event another . based compensation described above, if peak punctuality is on average lower than Claims for consequential loss(es) will be 92% or reliability is lower than 99% over the considered on an individual basis. We are not previous 12 months, we’ll give you a 5% able to consider any compensation claims discount on renewal of your ticket*. If we which arise due to circumstances outside of fail to meet both of these thresholds, the our control. Examples of events outside of the discount will be 10%. railway’s control include severe weather, vandalism, the striking of a bridge by a *To receive the discount you must buy a vehicle, line closures at the request of the new ticket within four weeks of expiry of police or emergency services, and suicides or the old one and it must be for the same accidents involving trespassers. journey and for the same or a shorter period. Unfortunately Season Ticket The National Rail Conditions of Travel outline Renewal discounts don’t apply under this your legal rights and train operators’ legal scheme for season tickets to/from stations obligations to you. If you’d like a free copy between Amersham and London. (These please ask at any staffed Chiltern Railways tickets are available on both Chiltern and station who may be able to print a copy for services. Rebate you, speak with our Customer Relations team conditions for London Underground are set on 03456 005165 (0830 -1730) or visit out on that company’s website www.nationalrail.co.uk/times_fares/46427.asp www.tfl.gov.uk/fares-and-payments.) x

9 Find out more at chilternrailways.co.uk