Chiltern Refund Charges

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embers25

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"Chiltern Railways will process refunds for unused tickets which were purchased from us. Generally refunds are available:
• Anytime; Off Peak; Super Off Peak: Refunds available subject to a £5 fee."

I realise Southern Rain Day Guarantee can't be beaten but I thought the standard refund fee was £10 and so are Chiltern unique in only charging £5?
 
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hairyhandedfool

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The refund fee is applicable to the company that issued the ticket, not the company that runs the service or receives the application (you haven't made it clear who the issuing company is).

The list of refund fees in 'The Manual' (FRPP/NFM) is incorrect currently, but from that list I think all TOCs charge £10 on non-season refunds.
 
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embers25

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That quote I gave was direct from Chilterns onwn website so I took that to mean ALL tickets for ANY operator purchased on their website will be refunded for £5. As I also mentioned Southern online refunds for any ticket ar free provided there are not collected. Chiltern don't clarify if this fee is for collected or uncollected tickets or both?
 

MarkyMarkD

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http://www.chilternrailways.co.uk/content/z-toolkit#Refunds

The wording is even more generous when the full text is shown:

A to Z Toolkit

To start searching just select a letter below. If you can't find what you need call our Agents Support Helpline on 01869 324793
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Back to Travel Trade Welcome

A-Z Tool Kit Index

A

Agent's Support
Assisted Travel
Animals on Chiltern Railways

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B
Baby Facilities
Baggage
Bar/Buffet
Bicycles
Birmingham Map
Birmingham Moor St
Birmingham New St
Birmingham Snow Hill
Business Zone
Business Zone Lounges

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C
Car Parks
Carnet
Catering
Classes of Service
Collection of Tickets
Compensation Policy
Connections - Birmingham New St
Connections - Eurostar
Contact Us
Coventry

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D
Disabled Passengers

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E
e-tickets
Environment
Experience Chiltern
Experience Mainline

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F
Fares
Feedback
First Class
Forms
Free Wifi
Frequent Travellers

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G
Group Sales
Guide Dogs

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H
High Speed 2

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I
Internet

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Left Luggage
London Marylebone
London Underground Map
Lost Property
Lost Tickets
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Luggage

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Mainline
Mainline Silver Train
Meals

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N
News

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P
Print at Home Tickets

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R
Refunds

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Security
Self Service Ticket Machines
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Smoking Policy
Solihull
Special Travel Needs
Standard Class

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T
Taxis
Terminals and Stations
Ticket Collection
Ticket on Departure
Tickets - Lost or Stolen
Ticket Refunds
Timetable
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Warwick Parkway
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Animals on Chiltern Railways
We welcome animals aboard Chiltern Railways, subject to the National Rail Conditions of Carriage.

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Baby Facilities
Baby Change facilities are available on our Mainline branded services in the Disabled Toilet. You’ll also find them at most of our staffed stations.

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Baggage
We work hard to design our trains so that you can comfortably bring luggage. Space is provided in spacious overhead racks, plus under and in between seats. Please refer to the National Rail Conditions of Carriage for full details of permitted items.

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Bar/Buffet
All of our Mainline Silver services offer an Espresso Bar with freshly ground coffee and tasty especially prepared hot snacks.

Our other “Mainline” services offer an at seat pay service on morning and lunchtime departures Monday to Friday. Other Chiltern Railways services do not offer on board catering, although all of our staffed stations have coffee shops which offer food for sale.

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Bicycles
Subject to space being available, and at the discretion of our staff, you can take your bike (except tandems) on any Chiltern Railways train on Saturdays, Sundays or Public Holidays.
On Mondays to Fridays you can also use most of our trains. The only exceptions are our busiest peak hour services. For the safety and comfort of all our passengers, bikes are not allowed at any point during the journey on any train:
- Arriving London Marylebone or Birmingham Moor Street from 0745 to 1000.
- Leaving London Marylebone or Birmingham Moor Street from 1630 to 1930
We are sorry that bikes can not be taken on rail replacement buses at any time. There are no restrictions on folding bikes at any time, provided they are fully folded.
For information about cycle storage facilities at our stations see the Station Information section.

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Birmingham International
Chiltern Railways avoid the busy Birmingham International Station and serve neighbouring Solihull, which is located in the neighbouring residential areas 3 miles away. Car Parking at Solihull is 75p a day compared to £8 at Birmingham International.

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Birmingham Map
Click here to see where our stations are

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Birmingham Moor St Station
Birmingham Moor St is an award winning boutique sized Georgian building in Birmingham City Centre. See our Station Information Page for more information.

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Birmingham New St
Chiltern Railways services avoid Birmingham New St. We use Birmingham Moor St which is 500 feet (130 meters) from New St. We also serve Birmingham Snow Hill which is in the heart of Birmingham’s Colmore Row Central Business District where most offices are based.

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Birmingham Snow Hill Station
Birmingham Snow Hill is located in the heart of Birmingham’s Central Business District. See our Station Information Page for more information.

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Business Zone
The Business Zone is our unique Premium Economy service. It gives the most spacious seats available between Birmingham and London, plus free wifi, plug points at every seat, reservable seats and free hot beverages. Click here to learn more about Business Zone and availability.


Southbound
Birmingham Moor St 0619 0655 1055* 1555
Solihull 0629 0703 1103* 1603
Warwick Parkway 0645 0715 1114* 1615
London Marylebone 0806 0825 1232* 1742
Business Zone Single Upgrade £20 £20 £10 (free until May 14)* £10


Northbound
London Marylebone 0837 1337* 1646 1807
Warwick Parkway 0953 1430* 1807 1920
Solihull 1005 1453* 1823 1932
Birmingham Moor St 1017 1519* 1835 1940
Business Zone Single Upgrade £10 £10 (free until May 14)* £20 £20

An all inclusive Business Zone Return Package costing £115 return is available, which offers return train travel, upgrades in both directions, free return Zone 1 Tube Travel and a seat reservation.

NB: * Until May 14 on off peak services passengers may sit in the Business Zone at no extra charge. However there are no free beverages or dedicated host. After May 14 a full Business Zone service will be offered for a £10 supplement.

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Business Zone Lounges
Chiltern Railways does not offer lounge facilities. However our award winning stations feature many comfortable cafes and bars.

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Car Parks
Most of our stations have car parks. We pride ourselves on providing ample spaces, digital CCTV and Customer Service Officers based in car parks throughout the day Monday to Saturday. For more information see our Car Park Guide.

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Carnet
Buy 10 Anytime Return Fares and get 2 free! Chiltern Carnet is valid for six months from the time of issue. The only condition is you must validate your carnet by writing the date of use in the front boxes with permanent ink before departure. Available by major Business Travel Online Systems and by calling our Agent Support Hotline on 01494 420 177.

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Catering
See Bar/Buffet

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Classes of Travel
Experience our award winning classes of service. To learn more click here


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Collection of Tickets
Tickets can be conveniently collected from our Fast Ticket Machines using a credit/debit card and reference number. If you have booked using a public website you will need the card used to pay. Unfortunately Chiltern Railways staff don’t have access to the database, so can’t issue tickets or check bookings themselves. So should a ticket not be available for collection, a new one will need to be purchased.

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Compensation Policy
We offer a generous compensation policy for passengers who have experienced problems. Please check our Passenger Charter for full details. Broadly speaking if a train is delayed the arrangements are:
Less than 30 minutes delay: please accept our apologies however no compensation is available.
Between 30 and 59 minutes delay: 50% refund for the affected journey in vouchers or for amounts of more than £30 a cheque if preferred.
60 minutes or more: complete refund in vouchers or for amounts of more than £30 a cheque if preferred.
Claim here.

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Connections – Birmingham New St
Birmingham Moor St and New St Stations are 500 feet (130 meters) apart. The walking time between is about 3 minutes. The directions are easy:
From Moor St: exit the station and cross the road using the pedestrian crossing on your left. Walk through the large bus tunnel and New St is directly in front you.
From New St: exit the station via the main concourse. Turn left at the barrier line walking past Boots. Upon leaving New St Station cross the road in front of you, bearing left and walking through the bus tunnel. Moor St Station is opposite the tunnel’s end.

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Connections – Eurostar
There are three easy ways to connect between Marylebone and St Pancras International:
Taxi: Marylebone as plentiful taxis which depart to the right of our main entrance. St Pancras is about ten minutes away, costing around £10. This is the cheapest way for groups.
Tube: From neighbouring Baker St Station there are three tube lines (Circle; Hammersmith & City; Metropolitan) to Kings Cross/St Pancras leaving every couple of minutes. Baker St is around 500 yards (130 meters) from Marylebone and the walk is about 3 minutes.
Bus: The 205 Bus leave directly outside Marylebone Station every few minutes and takes 10-15 minutes to directly outside St Pancras. Each stop is automatically announced onboard so passengers know where to get off. There is a large luggage/buggy/wheelchair area.

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Contact us
For agents support call our hotline on 01494 420 177
For general enquiries call 08456 005 165 or click here.

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Coventry
Chiltern Railways services avoid Coventry and serve Warwick Parkway which is located just outside of Coventry at Junction 15 of the M40. Warwick Parkway has an award winning Customer Service Team and parking is just £6.50 a day compared to £8 at Coventry.

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Disabled Passengers
At Chiltern Railways we work hard to provide a great service for all our passengers including those with special travel needs or who just need a helping hand. Click here for further details.

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e-tickets
e-tickets are available for some Chiltern Railways services. They can be printed at home or sent to a mobile phone via our free app. However at the moment we can only offer them for tickets booked directly with Chiltern Railways.

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Environment
Chiltern Railways has been held up as an environmental leader at various industry awards.

Chiltern’s efforts to drive down emissions directly include:
- Building energy management systems have been installed progressively at key buildings to manage down energy use.
- Electricity supplies have been installed at key locations where trains wait between services, allowing diesel engines to be switched off.
- Where possible we have installed smaller Generator Engines to some trains. That means where the electricity supply described above isn’t available, large engines are switched off and small ones used instead.

Efforts to reduce emissions from passengers before and after their journey include:
- Electric Car charging points have been installed at a number of our largest stations.
- Continued investment programme in cycle racks with includes building roofs and CCTV coverage.
- We offer free parking for people who cars which arrive with three or more occupants to encourage car share.

Efforts to reduce waste include:
- Recycling at all locations
- Specialist “tube crushers” to ensure safe disposal of lighting tubes.

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Experience Chiltern
Click here to learn more about our award winning onboard service

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Experience Mainline
Click here to learn more about our award winning onboard service which has revolutionised travel between the Midlands and London.

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Fares
Chiltern Railways has a simple fares structure. Click here for full details.

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Feedback
Please get in touch with us via our online form.

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First Class
Chiltern Railways offers our highly innovative Business Zone service on selected Mainline Silver Trains at peak times. Find out more

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Forms
We make all of our forms such as compensation, feedback and lost property available here.

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Free Wifi
Free Wi-Fi is available in all carriages of Mainline trains. When on board 'Chiltern WiFi' will appear as available on your device. You'll just need to register the first time and then log in with your email address for all future use.

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Frequent Travellers
Chiltern Railways offers great value packages for frequent travellers, although we don’t have a frequent traveller scheme.

Season Tickets: If your client travels from the West Midlands to London more than twice a week on average, a monthly or longer season ticket will save money. Travel Management Companies who want to issue Season Tickets should contact our Agent Support Hotline on 01494 420 177.

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Group Sales
We welcome groups on our services. Chiltern offer great value group discounts and provide a group support hotline on 01494 420117. Groups of ten or more receive a 25% discount when travelling together if booked via this hotline more than 7 days in advance.

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Guide Dogs
We welcome Guide Dogs and offer a Dog Comfort Facility at London Marylebone Platform 5/6. Click here for our Guide Dog Charter.

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High Speed 2
We do not expect High Speed 2 building works to impact upon Chiltern Railways services.

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Internet
See Free Wifi

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Left Luggage
There are no left luggage facilities at Chiltern Railways stations. The nearest left luggage facility to London Marylebone Station is at London Paddington, whilse the nearest left luggage office to Birmingham Moor St and Snow Hill is at Birmingham New St.

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London Marylebone
London Marylebone station is in the heart of London, near London Euston and London Paddington and within walking distance of Oxford Street.

As well as its own station on the Bakerloo line, Marylebone Station is just a couple of minutes walk from Baker Street. Served by the Jubilee, Bakerloo, Circle, Hammersmith and City and Metropolitan lines, Baker Street provides quick links to the City and Canary Wharf. See our useful Station Information Page for full details and TfL Journey Planner for onward travel details.

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London Underground Map
Click here for the TfL Website which includes a handy journey planner.

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Lost Property
Our Lost Property Office is at London Marylebone where all found items are stored for 3 months. See our Lost Property page for more help. Once a lost item is registered, you will only be contacted if someone hands it in. Unfortunately should you not hear from us, it means your item was not handed in.

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Lost Tickets
We’re very sorry but replacements for lost tickets can’t be provided. Please speak with your Travel Management Company. In exceptional circumstance at the discretion of our staff, we may accept Police Reports with a Crime Reference number for travel.

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Lounges
See Business Zone Lounge

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Luggage
See baggage

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Mainline
Mainline is the name used for our two trains an hour which operate fast between Birmingham and London. All passengers get free wifi and plug points. Learn more

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Mainline Silver Train
Mainline Silver Trains offer an enhanced experience aboard selected peak time services between Birmingham and London. As well as a dedicated Business Zone, passengers can enjoy our onboard Espresso Bar. Learn more

Southbound
Birmingham Moor St 0619 0655 1055* 1555
Solihull 0629 0703 1103* 1603
Warwick Parkway 0645 0715 1114* 1615
London Marylebone 0806 0825 1232* 1742
Business Zone Single Upgrade £20 £20 £10 (free until May 14)* £10

Northbound
London Marylebone 0837 1337* 1646 1807
Warwick Parkway 0953 1430* 1807 1920
Solihull 1005 1453* 1823 1932
Birmingham Moor St 1017 1519* 1835 1940
Business Zone Single Upgrade £10 £10 (free until May 14)* £20 £20
An all inclusive Business Zone Return Package costing £115 return is available, which offers return train travel, upgrades in both directions, free return Zone 1 Tube Travel and a seat reservation.

NB: * Until May 14 on off peak services passengers may sit in the Business Zone at no extra charge. However there are no free beverages or dedicated host. From May 14 a full Business Zone service will be offered for a supplement of £10.

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Meals
See Bar/Buffet

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News
Click here for all of our latest news.

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Print at Home Tickets
See e-tickets

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Refunds
Chiltern Railways will process refunds for unused tickets which were purchased from us. Generally refunds are available:
• Anytime; Off Peak; Super Off Peak: Refunds available subject to a £5 fee.
• Advance Fares: No refund available
• Season Tickets: Refunds available subject to a £10 fee.
Refunds are only available within 28 days of the date of travel. We won’t charge a fee within 24 hours of the date of travel or if you decide not to travel due to a railway industry related cause (e.g. unexpectedly closed line).
 

island

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Joined
30 Dec 2010
Messages
11,174
Location
0036
The £10 administration fee is a maximum so TOCs are free to charge less if they want. Besides Chiltern, Virgin has also been known to be sympathetic in waiving the fee.
 

barrykas

Established Member
Joined
19 Sep 2006
Messages
1,579
Hmmmm. It could be that onlines sales have a £5 refund fee, or maybe it is more evidence that the FRPP list is incorrect.
If memory serves, a £10 fee applies for refunds for tickets booked Online or through Telesales, as those aren't direct Chiltern sales, the £5 fee is only for tickets bought at a Chiltern station.

Having said that, the relevant page in The Manual refers to the fee being charged by the TOC processing the refund, but doesn't define whether that's the TOC that accepts the refund form from the customer or the one that actually pays out the refund.

Cheers,

Barry
 
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