c2c line status: Good service

03 October 2016

Improved Compensation Rights for c2c Passengers

Rail passengers now get more choice in how to receive their compensation if they are delayed when travelling with National Express train operator c2c.

All c2c passengers are eligible for refunds of up to 50% of the cost of their journey if they are delayed for over 30 minutes, and now they can choose to get their money back as cash or a refund direct into their bank account. This is in addition to the existing payment methods of cheques or vouchers which provide money off when buying future rail tickets, which will also still be available if customers prefer.

Alternatively c2c passengers can sign up for compensation starting after just two minutes delay and paid automatically if they travel using a c2c Smartcard, as part of c2c’s industry-leading Automatic Delay Repay scheme.

c2c Commercial Director Clare McCaffrey said: “We are the most punctual train operator in the country and we will continue to do everything we can to get you to your destination on time. But if you are delayed on c2c, we are now making it easier than ever for you to get the money you are owed back, in the format that you choose.”

c2c has been the UK’s most punctual train operator since 2011. In the last year 95.8% of all c2c trains arrived at their destination on time, compared with the UK average of 88.0%.


-          For more information please contact Chris Atkinson on 020 7444 1868 or at chris.atkinson@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.

-          About National Express: National Express is a leading international public transport operator, with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. More than 867m journeys a year are made worldwide on our services. Our 44,000 employees are committed to improving the quality of life for all through travel.