Birmingham Moor Street

Chiltern Railways announce extended customer service opening hours

Rail operator Chiltern Railways has announced extended opening hours for its customer service contact centre.  

Until recently, Chiltern’s social media and customer service telephone lines have been monitored Monday – Friday between 7:30AM and 7:30PM. 

Chiltern will now have a comprehensive, seven days a week customer service offering as follows: 

  • Social media (Twitter/Facebook) – 06:00AM – 10:00PM 
  • Live chat – 06:00AM – 10:00PM 
  • Telephone – 08:00AM – 08:00PM 

This means that customer assistance will be available for the vast majority of Chiltern’s operating hours throughout the week. Rare service updates outside of these hours will be posted on social media automatically. 

Late last year, Chiltern made a proposal to the DfT (Department for Transport) to enhance and extend its customer service offering as part of its new NRC (National Rail Contract), with a commitment to recruiting and training additional staff and extending opening hours by September 2022.  

This is more good news for customers, following on from the introduction of Delay Repay 15 earlier this year, which allows customers to make claims for compensation whenever their journey is delayed by more than 15 minutes, regardless of the reason or delay. As part of the Delay Repay 15 scheme, Chiltern also launched a new, automated system which will calculate and process refund claims, which will reduce processing times significantly. This has been well received by customers and since May, customers have been able to claim their delay repay with this new automated process. 

Eleni Jordan, Commercial & Customer Strategy Director at Chiltern Railways, said: 

“As a customer-centric train operator, we are delighted to be extending our contact centre opening hours across all methods of communication. This enhancement will significantly improve customer experience and ensure that customers travelling with us are able to get assistance and support from a member of our team throughout the week and at earlier and later times during the day.” 

Contacting Chiltern Railways 

For real time information regarding our services follow us on Twitter and like us on Facebook. Follow the links below to go to our pages. 

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Facebook – 

WhatsApp Live Chat - Want an answer on the go? You can message one of our team on WhatsApp. Our team will be online between 06:00 and 22:00 7 days a week. Save our dedicated number 020 3856 2007 in to your WhatsApp contacts to get started. 

Telephone – 03456 005 165  

Contact Information

Notes to editors

About Chiltern

  • Chiltern Railways is part of the Arriva group, one of the leading providers of passenger transport in Europe, employing 53,000 people and delivering 2 billion passenger journeys a year across 14 European countries. Arriva are part of Deutsche Bahn (DB), one of the world’s leading passenger and logistics companies, responsible for DB's passenger transport services outside Germany.
  • Chiltern operates commuter/regional rail passenger services from its Central London terminus at London Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire and Warwickshire, as well as long-distance services to the West Midlands along two routes. Services on the Chiltern Main Line run from London Marylebone to Birmingham Snow Hill, Stratford-upon-Avon and Oxford, with some peak-hour services to Kidderminster.
  • Chiltern also runs trains on the London to Aylesbury Line to Aylesbury (with some trains terminating at Aylesbury Vale Parkway instead), on the Princes Risborough to Aylesbury and Oxford to Bicester branch lines.