Chilternrailways Avis 

Such a helpful member of on platform staff. Offered to drive a buggy to help my stepmother off the train. I was meeting her. He went out of his way to find the correct platform. Very heartwarming experience.

Delayed and cancellations
Waited almost an hour for a train scheduled every 10 minutes. 2 cancelled, next was so full not everyone could get on, then the next was 20 minutes delayed. Does not deserve their contract to run this service.

£30 for a ticket to Birmingham- filthy train with no tables or charging ports and WiFi that doesn’t even work.

Great chiltren railways service from leamington spa The class 168 train was clean and tidy and on time. The men's toi;ets at leamington spa had some soap dispensers not work but solihull had working ones but the toilets smelt at solihull. I always like the trains apart from 165 one so we will be using them again.

Expensive..... but worth it! Chiltern Railways are, in my opinion, one of the best UK train companies, almost nothing to complain about, their trains are very impressive, especially their silver set trains! I've been between Birmingham and London only once on Chiltern in my life at the time of writing this, and it was by far one of the best train rides of my life, Chiltern run along a very unique and scenic route, their staff are very friendly, honestly, Chiltern Railways..... the definition of the words useful and reliable, keep up your fantastic work Chiltern!!!

On the 11:10am Stratford Upon Avon - Moore Street 24/8/24
It's filthy...
I've come out all ready for the day. Showered clean clothes on...
You can tell the trains been neglected. It needs a good clean.
I have taken photos but unable to upload them.
Oh and by the way keep checking your trains as they are cancelling so many trains for our return journey.

Would like to thank the staff at leamington Spa. The ticket office couldn’t have been more helpful and on Wednesday September 14th two men at the ticket barrier helped me through the barrier and o the lift. Also a member of staff helped me onto the train. I can’t remember the names of the men at the barrier but I think one was Mick? Many thanks for your service.

I've been living with the run down state of the trains, that often you get charged excessive prices and have to stand up on a train into London for about an hour.

Now it's total disorganisation ... Standing at platform one with the arrival of the train proudly announced.. up it rocks at platform 2. So stampede of all the passengers up and over the bridge. (Not great for any pensioners as the lifts broken too)

All we get is I did not know from the driver so no body accepts responsibility. It's frankly shameful.

Chiltern was one of the good train lines now it's a joke like all the others.

The score here proves they just don't care and have no level of professionalism in what they do.

I wanted to say the Ladies toilets at Marylebone Station were very clean. Bleach down the toilet I used and a cleaner on site. The best station toilets I've seen. Train was on time and comfortably air conditioned on a hot day.

Went on the train in early August in 26 degree heat and on the way to Marylebone and on the way back there was no air conditioning. Felt uncomfortably hot and no air conditioning was ever turned on the whole train ride home. The journey was about two hours long

Absolutely terrible

On the last several journeys I've made on Chiltern, both to London and to Birmingham from or two High Wycombe, I have had to stand all the way, or if I've been lucky enough to get a seat, there were so many people standing it was impossible to get to the toilet. I'm 71 and my husband is 79 and this is not acceptable in any way. It's about time passengers unable to find a seat are offered a full refund by law. Many trains only have two or three carriages - so here's an idea Chiltern Railways: ADD MORE CARRIAGES TO YOUR TRAINS. End of problem.

I dropped my phone when changing to a bus replacement service at Leamington Spa and was told by another passenger at Banbury that they had found it and handed it in at Leamington.
Despite reporting it as lost on the online form that day I have had no communication from Chiltern Rail. The voice mail box is full so no message can be left. An email was not answered and an attempt to visit the office at Marylebone found it not open when it should have been, allegedly due to someone being off sick

Why sell an advance ticket for a service when you can't guarantee me a place on that service? I booked an advance ticket for a specific train, but that train was full so then the station staff told us all to get the next train. Once on the next train, the conductor told me that my ticket was not valid (an advance only valid for the previous train), and booted me off at the next station

Afew days in the year is hot in the UK, in this few days the air conditioning in chiltrenrailway trains are not working.
It is really robbery, high train fair with very poor service.
People boiling inside the carriages.

Train broke down, doors not working on 2 carriages. They shifted us to another carriage where we continued our journey to London sat on the floor. Arrival was over 1 hour late but they rejected our rightful claim for compensation!

If I could give less than one star I would as I feel they don't even deserve a singular star.
Before COVID (remember that?) they ran a pretty good service between Aylesbury and Harrow on the Hill, with 2 trains per hour in and out. Since then, and 4 and a half years later, they're still operating a pared back service offering just one train and hour at times, and they are frequently operating a rail replacement bus service at weekends with no trains at all. Buses take one hour to travel between Aylesbury and Amersham - a 20 minute run on the train. Busses back take longer!
One thing that hasn't changed though is that it's very expensive to use their "service" and I honestly begrudge paying for it. At night when you arrive back at Aylesbury the gates are wide open and tickets are never checked so I've taken to just buying a single outbound and getting the return free as I won't be challenged, so that is a small bonus.
Their online team are sarcastic and rude and don't take any form of criticism well. They've outright refused to reinstate a pre-pandemic service when they actually ran regularly and to time which is a shame.
I was, up until 2020 a annual season ticket holder but since then I have been using my car for commuting to Wembley. My car has had issues recently which has forced me back onto Chiltern and they're absolutely abysmal. Once I purchase a new car I will never use them again thankfully

I use this service reluctantly out of pure necessity, but if I had a viable alternative I'd certainly take it! Prices for tickets, i feel, are incredibly expensive, and in my experience trains are frequently delayed. On my journey I also need a connecting train which I have to wait on the platform for over half an hour for. To improve, this company should look into how they can manage their train schedules better, and ideally with more frequent trains. The plus side about this company is that most of the station staff are friendly and do their best to help, but sadly this does not make up for an overall sub standard service.

I have always liked Chiltern's railway service - and found their trains to be on time and well-run. However, after my experience with customer service, I am thoroughly disappointed. After reaching out because I was unable to travel due to a health issue, Chiltern refused to refund or issue a voucher for the unused tickets, claiming that advanced tickets are not refundable, and do not offer this protection. It seems therefore that if you have a health issue that may affect your travel, you must buy a more expensive, non-advanced ticket in order to be offered protections against being unable to travel. Chiltern's response was unprofessional and uncompassionate, and they left me waiting for twenty minutes on 'typing' to produce an auto-generated response - and then nothing at all. It seems that Chiltern is at its core a private company seeking to exploit, not serve, its customers. Will never book through Chiltern again!

Family return ticket to London from Warwick for £60 which was fantastic value.
I’d made an error with the tickets which I brought up with Chiltern customer service. They responded really quickly and refunded me straight away. Superb!