Chiltern Railways offers passengers the right to claim compensation for delays under the Delay Repay 15 scheme
If the initial cause of your delay occurred while travelling with another train company, your claim should be submitted directly to that train operator. Please visit their website for more information.
This page sets out how you can claim compensation from Chiltern Railways in this way. However, you do not have to use this scheme as you may also be able to claim for a delay under our Passenger Charter or the Consumer Rights Act 2015, although you cannot recover the same money twice.
You may also be entitled to recover compensation for other types of loss you have suffered that do not relate to delay or a cancelled service, and which are caused by Chiltern Railways. Further guidance is contained in the National Rail Conditions of Travel and in our Passenger Charter.
If you are travelling using a paper single or return ticket, and intend to make a claim for delay compensation, please DO NOT put your ticket through the ticket barrier at the end of the journey. You will need to keep your ticket to support your claim.
If you have travelled using pay as you with contactless or oyster card, you will need to accompany your claim for delay compensation with a statement of your journey from Transport for London (TfL) webpage . You can view up to seven days of journey history from the TfL website. To see more than seven days of journey history, you will need to set up a TfL account.
If you are delayed on a Chiltern Railways journey and the cause of the delay was within the railway industry control you can claim compensation. You must make a claim within 28 days of travel. Our compensation policy is :
When can you claim compensation under our Delay Compensation scheme ?
You may be entitled to claim compensation if you are delayed in reaching your destination as a result of a delay or cancellation of a Chiltern Railways train service. We are not able to consider any compensation claims in respect of delays if the delayed services are not operated by Chiltern Railways. You must make a claim within 28 days of the relevant journey unless informed otherwise by Chiltern Railways
How can you claim compensation ?
To claim compensation either :
- Complete our online compensation form.
or
- Download the form at the bottom of this page and post it to the address on the form with the tickets you are claiming compensation on.
or
- Collect a claim form from any staffed Chiltern Railways station and send it to us.
Will I always receive compensation?
No, only delays of more than 15 minutes qualify for compensation.
How much compensation will you receive ?
| Length of Delay | Amount of compensation paid as a percentage of your ticket price | Amount of compensation paid as a percentage of your ticket price | Amount of compensation paid as a percentage of the value of your journey |
|---|---|---|---|
| Single Ticket | Return Ticket | Season Ticket | |
| 0-14 minutes | None | None | None |
| 15-29 minutes | 25% of ticket cost | 12.5% of ticket cost | 25% of journey cost |
| 30-59 minutes | 50% of ticket cost | 25% of ticket cost | 50% of journey cost |
| 60-119 minutes | 100% of ticket cost | 50% of ticket cost | 100% of journey cost |
| 120 minutes or longer | 100% of ticket cost | 100% of ticket cost | 100% of return journey cost |
| Season Ticket Type | Single ticket price calculation |
|---|---|
| Annual | Price 1/464 of ticket price |
| Quartely | Price 1/120 of ticket price |
| Monthly | Price 1/40 of ticket price |
| Flexi Season | Price 1/16 of ticket price |
| Weekly | Price 1/10 of ticket price |
How much compensation will you receive as a season ticket holder?
If you are travelling with a Season Ticket, we will calculate the value of the compensation on the cost of a single journey, based on the amount you paid for your ticket, the above table is how it will be calculated.
Refund policy for additional tickets
Our policy is that customers should not be forced to pay more to travel by train because of disruption, when buying a National Rail ticket, than would otherwise have been the case. We will offer refunds to customers with valid National Rail tickets who are forced to pay more through no fault of their own. This does not apply to Oyster users as the Oyster Conditions of Use on National Rail Services states that, during service disruption, customers will be charged the fare appropriate for the services and zones actually used.