Capacity challenges on Chiltern Railways services
Dear Customers,
We are aware of numerous customer complaints surrounding capacity on our services and the short formation of trains over the past few months. We’d like to apologise if your journey was not as reliable or comfortable as you have come to expect from us.
We know it’s frustrating when your train arrives and it’s shorter than normal. In the efforts of transparency, we would like to explain the issues we have faced around capacity this year, and what we are doing to alleviate this problem.
The average age of our fleet of trains is over twenty years old and is one of the oldest in the country. This means that the need for maintenance and repair of our trains is higher than we would like. The age of our units brings obsolescence issues with it. This means that spare parts are more difficult to find, and that supply chain issues can delay a train being repaired, meaning it is out of passenger service for longer.
The knock-on impact of industrial action has also caused delays in maintenance of our trains. We do all of our maintenance and repairs in house, meaning that prolonged strike action can cause significant delays to repairs and set us back from delivering the correct amount of carriages on your service.
Infrastructure issues have also played a role in our capacity challenges this year:
- A damaged culvert in the Aylesbury area has regularly closed the railway at short notice and has also significantly restricted access to our largest train depot. When this part of the railway is closed, it means that maintenance and repairs of trains are delayed, and those units might not be available for service the next day. Network Rail is planning to permanently repair the culvert in August.
- The closure of the Nuneham Viaduct has meant that we are currently the only direct operator between Oxford and London. Whilst we have added thousands of extra seats along this route, services are still incredibly busy. We understand your frustration at the crowding, particularly during peak-times. This will likely continue until the viaduct is repaired with Network Rail estimating June 10 for reopening, but in the meantime, we are doing all we can to deliver for our customers.
We want to reassure you that we endeavour to use all of our available rolling stock in passenger service each day. Any units not available have been earmarked for engineering and critical maintenance.
We would also like to reassure you that we are being proactive in tackling our capacity challenges:
- Our May 2023 timetable update aims to ensure that seats and carriages are where they’re needed most. This data-driven approach means that some capacity issues will be relieved, as we can tailor the use of our rolling stock based on the customer demand we are seeing each and every day.
- In the long-term, we are working closely with the Department for Transport (DfT) and actively exploring options to add newer units to our fleet, meaning that the need for repairs and maintenance will be less frequent and we can deliver the capacity that we know you deserve when travelling with us. Since the Covid-19 pandemic, we have not been self-reliant in terms of funding and investment, meaning that enhancements to our fleet must be approved and supported by the DfT.
We would once again like to apologise if you have travelled on a short formed train in recent months and thank you for your patience. Our engineering and maintenance teams are working around the clock to bring carriages and trains back into passenger service. We are committed to restoring capacity to our network with urgency and will continue to keep you updated on the situation as we work to resolve it.