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.
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 purchased at stations 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. Tickets purchased from a travel agent or online must be returned to that agent or the refunds department of the online retailer (if you are unable to find an address for this, the Customer Services department for the Train Company in question should be able to provide one). 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 are unable to travel due to illness may apply for an Intermediate Sickness Refund (ISR). This is a partial refund of the period of non use.
You are eligible if you have been unable to use your ticket for more than four consecutive weeks and have not made a similar claim within the previous twelve months. You will need to provide a copy of your season ticket and proof in support of your claim such as a medical certificate, or letter from your employer, which covers the whole period.
In some circumstances, generally where the illness extends for a longer period, it may be better to surrender your season ticket for a full refund rather than apply for an ISR.
If you would like to make a claim for an Intermediate Sickness Refund , or have any queries, please contact our Customer Services team at email@example.com.