c2c line status: Good service

Assisted travel

At c2c we want to provide you with as much assistance as possible and have a pleasant journey with us. If your require any assistance be it on station or boarding one of our trains you can contact us in the following ways.

Booking assistance

Our assisted travel team can be contacted on telephone and textphone 03457 444422 is available 24 hours a day (with exception to Christmas day). We understand that you may not always be able to confirm the time of your exact return journey so we will ask you to give your best estimate within an hour.

Please fill out the online form or email assistance@c2crail.co.uk.

This is important so that we can either arrange additional staff to help you at stations outside normal opening hours or make alternative arrangements to ensure you have the safest and most comfortable journey possible. We aim to provide assistance within 4 hours notice.

For customers unable to book in advance, our staff will take reasonable steps to help you on the day. However please bear in mind that there may only be one member of staff on duty helping other customers and they may not be able to assist you as quickly as you would like. If there are no staff available please use the help point on the platform to alert someone for assistance.

Assistance services

Below is a list of services that you can book when you contact us on Passenger Assist:

  • Book assistance for your full journey even if it involves travel on the services of another operator.
  • Helping you to get on or off the train,
  • Installing a ramp to help you get on and off trains
  • Meeting you when you arrive at our station
  • Assistance with buying a ticket
  • Guiding visually impaired passengers to the train
  • Help with carrying luggage

Although there are limits to the type of assistance we provide we always aim to be as helpful as we can. However we cannot provide personal care (for example help with eating, drinking, taking medication or using the toilet) or personal attendance throughout a customer’s journey.

Please contact us to discuss your requirements (even if it isn’t on the list) and we will advise you on what we can do to help with your travel arrangements.

Working with ATOC and other train operation companies we support the Journey Planner on the National Rail Enquiries (NRE) website www.nationalrail.co.uk. Called ‘Stations Made Easy’, it gives passengers access to station information, diagrams of the station and photographs of key installations. This facility enables passengers to view station facilities and to plan their journeys according to their disability. Please visit www.nationalrail.co.uk for more details. The National Rail Enquiry Service is available 24 hours, every day on 03457 48 49 50 and also provide a textphone service on 0845 60 50 600

Assistance with luggage

If you need assistance with luggage and you have booked support with our assisted travel team we will endeavour to provide assistance wherever possible.

Season tickets 

Season Tickets for blind or visually-impaired customers If you are blind or visually-impaired you can buy a Season Ticket that allows a companion to travel with you at no extra cost. These tickets can be purchased from staffed stations. Please take a document confirming your visual impairment when buying your ticket and when travelling. This must be from a recognised institution such as Social Services, your Local Authority, The Royal Institute for the Blind (RNIB) or St Dunstans’.