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.

Twitter – http://www.twitter.com/chilternrailway

Facebook – http://www.facebook.com/chilternrailway

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