What happens if things go wrong
Looking after you when services are delayed.
If services are disrupted, we will supply as much information about the delay as possible to passengers at stations and on trains. If services are severely disrupted, we will update our recorded Current Train Service Information telephone line (08457 44 44 22) and, where possible, issue information through the National Rail Enquiry Service, travel bulletins on local radio and television (including Ceefax) and via messages at stations and on trains.
We have introduced Journey Check on this website, which provides up-to-the- minute information about our trains and those of London Underground. You can also receive Journey Check through any WAP-enabled mobile telephone or PDA (normal network charges apply, as may phone service provider limitations).
If the delay occurs after your train has started its journey, we will do our best to get you to your destination station by train or to arrange alternative transport. If this is not possible, we will get you back to an appropriate station.
Compensation
Customers with season tickets
Compensation is offered through discounts at the time of season ticket renewal. The compensation trigger levels for these discounts are based on performance over the previous 12 months.
Discounts are given if:
punctuality is 3% below the standard, i.e. 87.5% over the previous 12 months
reliability is 1% below the standard, i.e. 98% over the previous 12 months.
If the average performance during the year to the end of the most recent four-week monitoring period (before the expiry date of your ticket) is below the compensation trigger level for punctuality or reliability, a discount will be offered when your season ticket is renewed. Details of how the discount is calculated are given below.
There is no need to make a formal claim as the price of your ticket will be automatically adjusted. To qualify for a discount, you must renew your ticket within four weeks of the expiry of the old one, and it must be for the same journey and be for the same or a shorter period. We do not pay compensation to these season ticket holders in respect of specific delays.
If you purchase a Travelcard season ticket from a non-c2c outlet we will consider compensation claims providing you can reasonably demonstrate that you use c2c for all or part of your journey.
Customers with a season ticket valid for one month or longer, but less than one year
You will receive a discount of 5% in respect of each category of annual performance that falls below the compensation trigger level at the time of season ticket renewal. There is a maximum 10% discount if both punctuality and reliability annual performance are below the compensation trigger levels at the time of season ticket renewal.
Customers with annual season tickets
A discount will be awarded against the renewal price of your next annual ticket, up to a maximum of 7%, if during the 12 months before your ticket expires the average punctuality result was below the compensation trigger level. The discount rates that will be applied are:
a 2% discount for each of the first three 4-week monitoring periods (during the 12 months before ticket expiry) during which the average punctuality result was below the compensation trigger level; and
a 1% discount thereafter for any subsequent four-week monitoring period (during the 12 months before ticket expiry) during which the average punctuality result was below the compensation trigger level.
A maximum of up to 7% discount will be awarded if, during the 12 months before ticket expiry, the average reliability result was below the compensation trigger. The discount rates that will be applied are:
a 1% discount for each four-week monitoring period (during the 12 months before ticket expiry) during which the average reliability result was below the compensation trigger level.
If both punctuality and reliability annual performance fall below the compensation trigger levels, a combined discount of up to 14% will be allowed against the renewal price. This comprises up to 7% in respect of punctuality and up to 7% in respect of reliability.
Void days
If there are days when no effective service can be run we may decide to declare these days 'void'. When this happens we will either extend your season ticket or give an equivalent refund for each 'void' day. Payment may be as cash or rail vouchers. We will display details of these days on posters at all c2c operated stations and on our website. These days will be excluded from our performance statistics.
Customers with single, return or other tickets valid for less than one month
If your journey on c2c is delayed by more than one hour, on receipt of a formal claim we will issue vouchers worth 50% of the cost of that journey (based upon the price of the ticket used for the journey). These can be used at any National Rail station to buy any ticket. To make a claim, either complete a customer comment form available at staffed stations, or write to our Customer Relations Manager.
We do not normally accept claims for a refund if trains are delayed or cancelled and you were advised of this before you purchased your ticket. However, we treat each claim on its merit and will never automatically rule out compensation.
If the train you planned to catch is delayed, or is cancelled and you decide not to travel, a full refund will be issued straightaway, provided you return the ticket at that time to any National Rail ticket office.
Refunds
During times of disruption, customers who decide not to travel are entitled to a full refund straightaway providing they can return the ticket at that time to any National Rail ticket office.
Even if the train service is running normally and you decide not to use a ticket for your own reasons, you can apply for a refund. Refunds are available on most tickets which have been purchased but not used, as well as unused validity on season tickets in most cases.
Tickets can be returned to any National Rail ticket office, except for season tickets, which must be returned to the office from which they were bought, and tickets purchased from a travel agent, which must be returned to that agent. An administration fee (£10 at the time of going to press) may be charged for refunds. You should note that certain discounted tickets are sold on the understanding that you are committed to travel and that refunds are not available.
For refunds on tickets other than season tickets, applications must be received no later than 28 days after the ticket's expiry date. The amount refunded will be based on the cost of the ticket when purchased, minus the cost of any travel that has been used.
For season tickets that are no longer required, the amount refunded is based on the difference between the cost of the season ticket originally purchased and the cost of a season ticket for the period of validity up to the date the ticket is surrendered to c2c.
Because season tickets offer significant savings for the daily traveller, you will find that if there is only a small proportion of the validity remaining, your refund will be little or nothing. Please note that an annual season ticket has no refund value after 40 weeks.
Season ticket holders who for reason of sickness are unable to travel may apply for a discretionary partial refund of the unused portion. We may ask for supporting documentation, such as a medical certificate.