Chilternrailways Avis 

If I could give less than one star I would. I commute via Chiltern railways and they have the worst service, the only positive reviews here are from people who have done a one off journey and isn’t reflective of how poorly they actually operate. Trains are regularly cancelled and delayed, with overcrowded carriages and an abysmal refund policy. There are also regularly signal failures or issues with the line which makes me think they are poorly maintained and a potential safety issue. Unfortunately they are the only company who operates where I live and if I could have switched to a different company I would have done so a long time ago.

The disruption to my journey on 22 June caused significant stress and financial loss. When I sought reimbursement for a £95 taxi fare — incurred solely because your train was stopped and passengers were told to expect a 90-minute delay — I was refused on the basis of what actually happened, not on the information your service provided to me at the time. That is an unreasonable standard to apply to a passenger who acted in good faith on announcements made by your own staff. To compound this, staff at Gerrards Cross actively assisted passengers in taking taxis and indicated costs would be reimbursed, which they were not. The final response from Chiltern (refusal) failed to engage with the core point I raised. I have now referred this matter to the Rail Ombudsman.

Travelling today from Warwick Parkway t Marylebone station. It’s 30 degrees outside and there is no air conditioning on - it’s the most uncomfortable train journey I have experienced. Absolutely ridiculous heat on the train. Never again

I recently made the mistake of using chiltern railways to make a return trip from Saunderton to Marylebone as I had to have some medical tests done at a private hospital in London. Because the forecast was heavy rain I decided not to do the journey on my motor bike - however, I wish I had despite the rain. On my return journey I was waiting to catch the 12:06 to Oxford (that stopped at Saunderton) when they announced around 12:00pm - that all trains about to depart were cancelled because of a track issue. They recommended that we go to Paddington and catch a train to Oxford and our tickets would be honoured. Bear in mind that it is 25miles from Oxford to Saunderton where I had left my car. So I jumped on the tube to Paddington and caught the elizabeth line to Burnham, bucks and walked to my Sisters who fortunately lived about half a mile away. She then drove me the 22 miles to Saunderton to pick up my car. I eventually arrived at Saunderton about 2 hours after my train should have arrived at 14:46 (12:46). So I put in a claim for a delay which they immediately rejected because my train wasn't more than 15 minutes late!!!! Never mind the cost of fuel from Burnham to Saunderton and back - all I claimed was the £3 fare to Paddington. It just makes you wonder how they run a train company in such a dysfunctional unfair manner where customers who pay their wages are treated so badly and left stranded to fend for themselves.

I was travelling alone from Sudbury hills to Gerrards cross, I had bought my ticket online through the guest way, I received no email confirmation despite putting my email in and got no notification until a few hours after of paying. I arrived at my station and I wasn’t able to go through, confused I went to the desk where 3 guys surrounded me and didn’t believe I payed, it was extremely intimidating and scary for me as I am only just 16, they didn’t believe me and made me buy another ticket despite having already bought the other one, then they watched me buy and still didn’t completely believe me and shrugged and let me through still clearly not believing me after I had just bought it infront of their own eyes. Both the staff and booking process was horrible.not only that but I I’ve bought 2 tickets now and still haven’t received any confirmation.

Constantly encountering rude Chiltern staff at both Banbury & London Marylebone. I'm not sure why they feel the need to openly show their contempt to legitimate passengers who aren't fare dodging, and are polite to them.

I recently bought a ticket for a future rail trip from Dorridge Station and inadvertently left my debit card in the machine. After leaving, Jay the counter service employee, saw the card and kept it safe until my highly panicked return. He thought nothing of his honesty but I was very relieved and incredibly thankful for his alertness snd kindness. Thank you again Jay, in helping to avoid a lot of extra worry and having to change many direct debit details.

I have only praise for Chiltern Railways staff. Recovering from a serious ankle injury, I initially contacted Camilla at Assistance, and she calmly and quickly booked the help I needed. At Marylebone, everyone was so helpful and kind. Thank you to all concerned, and well done!

On the 604 from London Marylebone this morning and have lots of work to do. Plug sockets not working and WiFi non existent. Terrible service as always!) from Chiltern Railways.

A piss poor service often with daily signalling failures, cancelllations or delapidated short formed trains struggling I'm the heat. With overzealous staff watching your every move on the station, it's a wonder none of them have been reported to the Police for harrassimg and discrimination against those passengers just pursuing a hobby. Avoid these chiltern staff on their stations like the plague.

Most of the time train delayed I missed my exam because of the train cancellation this not the first time happening honestly shame on this train company they got do something with it

Prices are an extortion and on the top of that you pay a booking fee! Carriages are very smelly and dirty.

I hate this company! They should not be able to operate this line, years and years of absolutely horrific service and increase prices! When will Greg Smith actually sort this issue out?

Trains are always overly dirty and have very uncomfortable seating in comparison to others Trainline companies. They also have a new policy to do with returning tickets and I won’t go into to details but at this point they are just being incredible greedy. Physical tickets are also more like recipts which is new thing with a QR code, very inconvenient, cheap and waste of paper.

Rude terrible staff including rude female staff raising her voice at me at Biscester village for appealing a penalty that I had every right to appeal as I had an active ticket and railcard. Also very rude male member of staff who targetted me whereas another customer who was a male and had no railcard was allowed to go.

rubbish rubbish rubbish

I contacted customer services to report the shortcomings and the lack of helpfulness from their staff, but instead of addressing the issue, I was simply advised not to use the train if I was unhappy and to take a bus instead.

I’m genuinely unsure whether this attitude reflects individual employees or the company culture itself, but it is completely unacceptable.

I purchased a train ticket from Marylebone Station in London, and unfortunately, this has been my first and will certainly be my last experience.

Easter holiday engineering works meant that my usual West Midlands train to London Marylebone was cancelled this morning and will be tomorrow as well. was there any warning? I small piece on their website refers to an 'enhanced service' suggesting improvements? What a joke. am I supposed to check their website everytime before I travel? I don't and nor were the dozens of passengers waiting for their non-existent train today. Was there any information at the station this morning or last week? No of course there wasn't as they don't care about passengers.
Incidentally, If I wanted to turn up at Birmingham Moor Street tomorrow morning and buy a one way ticket to London, it would cost me £96!!

I can only give 5 stars to the staff looking after passengers today for the London Marylebone to Birmingham route. A small station having to deal with the overflow as Euston is closed they were exceptional in challenging conditions. I’ve not ever had issues with Chiltern (used infrequently) other than maybe they need more carriages but platforms are not always accommodating I guess for longer trains at certain stations. Well done on site staff.

I give this company 1 out of 5 purely because I am unable to give them a zero. If negative points were available, I would score them that.

Today we have travelled from Aylesbury to the West End. Normally this is a 75-90 minute journey. Today it was 2.5 hours to get in and 3.5 hours to get home - we can get to Manchester quicker.

Yes, there is engineering works, but no effort has been made to link up the Chiltern trains with London Underground. The 22.45 train from Amersham to Aylesbury leaves 15 minutes before the tube arrives at Amersham, and the next train is 45 minutes later. Absolutely appalling and is threatening to ruin an excellent day out.

First time I have used them in 18 months, will be far longer before I use them again (and they are our local line). This is why we drive 45 minutes to Hemel Hempstead to use an alternative line. Useless would be too kind a description for this lot.