Standards
At the station
Stations should be easy to use:
Every station will have at least one information display showing the name, address and telephone number of its manager, as well as useful telephone contact numbers, ticket office opening hours together with how to buy a ticket outside these hours, and details of other transport services such as buses and taxi ranks.
The location of the nearest public telephone will be shown, as well as the telephone number for National Rail Enquiry Service (08457 48 49 50) and our own information service (08457 44 44 22). Details of local ticket sales outlets, arrangements for purchasing tickets by telephone, directional information, timetables and guidance for customers with impaired mobility or other disabilities will all be displayed.
Please make sure that you arrive at the station in time to buy a ticket as you will not be able to enter the platform without one. c2c works closely with the other national railway train companies to ensure that your journey is as efficient as possible. If you travel on services provided by other operators, and you wish to have a copy of their Passenger's Charter, please contact our Customer Relations Manager for details.
Stations should be clean:
All staffed stations will have daily inspections to check the cleanliness and general condition of public areas and car parks. All public areas will be cleaned at least once a day. Action will be taken wherever necessary to clean up any public areas that do not meet our standards.
Stations should be safe:
We aim to provide a safe and welcoming environment at all our stations. At the time of preparation of this charter, all but two of our stations hold accreditation under the Secure Stations award scheme. All car parks are regularly patrolled. Where appropriate, additional security will be provided, including the installation of CCTV.
Security will be regularly reviewed at all our stations and car parks, in partnership with the British Transport Police and other agencies.
Train services
We continually strive to improve the punctuality and reliability of our trains.
As such, we publish charts showing performance over the last year. These figures are independently audited, and are published on posters at all c2c stations and on our website.
Our performance is measured against two targets:
Punctuality
Our standard is that at least 90.5% of Monday to Friday (excluding bank holidays) peak train services will reach their final destination within five minutes of the advertised arrival time. Peak trains are those arriving in London Fenchurch Street between 0700 and 1000 and those departing London Fenchurch Street between 1600 and 1900.
Reliability
Our standard is that at least 99% of all train services will operate Monday to Friday (excluding bank holidays).
Delays and cancellations caused by matters outside the control of the railway industry, such as severe weather, vandalism, terrorism, passenger sickness or line closures at the request of the emergency services are excluded from our performance statistics. Any such exclusion is clearly shown on the performance charts.
Because of the high frequency of our train services, we do not operate a seat reservation service and therefore it is not possible to guarantee seats for all passengers.
We will continue to plan our services so that, in normal circumstances, no passenger stands for longer than 20 minutes. In the peak periods, our target is that there will be no more than 35 customers standing for every 100 sitting.