c2c line status: Good service

30 March 2016

c2c Smartcard Users up 10%

Over 1,500 more c2c passengers have registered for a c2c Smartcard in just one month after c2c launched its ground-breaking new automatic compensation scheme. 

The flood of applications for one of c2c’s free personalised Smartcards represents a 10% growth in registered users, exceeding all expectations. 

Nearly 3,000 customers received some form of automatic compensation for delays to their journeys during February, despite the new scheme only launching towards the end of the month. The highest amount paid out to a single passenger for the first two weeks was over £7.50.

All passengers who have registered for the scheme will be automatically compensated for the delays they experienced during March, the first full month of the scheme, in mid-April.

c2c Managing Director Julian Drury said: “Our new automatic compensation scheme seems to have really captured the imagination of c2c’s customers. There was huge interest before the launch, meaning c2c already had the highest proportion of season ticket holders using a smartcard in the country. Now that figure has increased by 1,500 in just one month, which is far better than our expectations.

“We’ll always aim to get all our passengers to work and home again on time, but this scheme ensures they automatically get the money they are owed if that doesn’t happen.”

c2c’s Automatic Delay Repay scheme, which was praised by passenger groups, the Government and local MPs when it launched in February, is the first of its kind to offer automatic compensation to all commuters. The amount of compensation that passengers automatically receive starts after just two minutes’ delay, and the amount paid increases with the length of the delay to their journey.

Once passengers have registered their account and their c2c Smartcard, they simply need to tap in and out at the start and end of their journey to receive the automatic compensation they are entitled to.

Full details are available at: www.c2c-online.co.uk/tickets-and-fares/c2c-smartcard/automatic-delay-repay/.


 -          For more information please contact Chris Atkinson on 020 7444 1868 orchris.atkinson@c2crail.net ; or Emma Winfield on 07342 066 367 or emma.winfield@c2crail.net

-          About c2c: c2c is the award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. c2c is delivering the best performance in the UK rail industry, holding the UK records for annual punctuality (97.5%) and 4-weekly punctuality (98.8%) by a franchised train operator. c2c was named Passenger Operator of the Year at the 2015 National Rail Awards, and as London’s best commuter operator in Which? magazine’s latest survey of rail companies.