Automatic Delay Repay
What is Automatic Delay Repay?
Put simply, it is our scheme to provide compensation for delays when you travel on our services using your c2c Smartcard without the need to submit a claim.
We have developed a unique system that determines the train you travelled on, using the details recorded when you use your c2c Smartcard, and combines it with train running information to see if it was delayed. The system then calculates the amount of compensation you are entitled to and pays this automatically as an eVoucher into your c2c online account.
Compensation is paid for delays of 2 minutes or more - which is a rail industry first, in addition to the standard rail industry compensation levels from 15 minutes and above. Please refer to our terms and conditions for full details
How do I get Automatic Delay Repay?
There are four mandatory requirements to qualify for Automatic Delay Repay
1. c2c Smartcard
2. A valid ticket loaded onto the c2c Smartcard
3. Use the c2c Smartcard to tap-in at the origin station and tap-out at the destination station
4. An online account on the c2c website which has the c2c Smartcard linked to it
In addition, there is one optional requirement
5. The c2c Live App - in order to view allocated trains, choose alternate trains and view compensation values. This is the only way in which this information can be viewed and amended.
Once you have met all of the mandatory requirements above we will automatically credit your account with an eVoucher for the amount of compensation for the delays to your train.
Where do I need to tap-in and tap-out?
In order to qualify for Automatic Delay Repay, and to determine which train you travelled on. We need to be able to see when and where you travelled. Each of the barriers at our stations, and the majority of the other exits, have card-readers installed*. You need to ensure you tap-in at your origin station and tap-out at the destination station (where your ticket is valid to).
If you hold a Travelcard you can tap at any station in the London Zones to start/complete your journey without needing to tap at the point you join/leave the c2c route (see FAQ below about interchanging).
If you hold a point to point ticket (for example from Benfleet to West Ham) you will need to tap-in on joining the c2c route and tap-out when leaving it.
*At Benfleet the disabled access gates on both platforms, and at side gate at Dagenham Dock
What is an allocated train, and an alternate train?
We determine which train you are most likely to have taken using the tap-in and tap-out times we have. The most likely train will be the ‘allocated’ service.
If there are other trains that you could have taken we will also display these on the c2c Live App as ‘alternative’ trains. If you travelled on one of those instead you can select it via the c2c Live app and, having done so, it will recalculate the compensation applicable.
You can only change the allocated train to an alternate train once. A pop up will ask whether you are sure you want to proceed when choosing an alternative train.
How much compensation will I receive?
The amount of compensation that you receive under the Automatic Delay Repay scheme will depend on the length of delay and the type and cost of ticket you have purchased, as set out below:
- 2 to 14 minutes delay - 3 pence per full minute delay starting from 2 minutes, so for a 2 minute delay you will receive 3 pence, for a 3 minute delay you receive 6 pence, etc. This tier is only available through the ADR Scheme and not via manual claims.
- 15 - 29 minutes delay - 25% of the cost of your single journey, pro-rata to the type of ticket held.
- 30 to 59 minutes delay - 50% of the cost of your single journey, pro-rata to the type of ticket held.
- 60 to 119 minutes delay - 100% of the cost of your single journey, pro-rata to the type of ticket held.
- 120 minutes delay or longer - 100% of the cost of your return journey, pro-rata to the type of ticket held. This only applies to return tickets, including season tickets. It does not apply to single tickets as they will already receive 100% of the ticket cost after a 60 minute delay.
How do you know how long I was delayed?
We use the times that you tapped-in and tapped-out with your c2c Smartcard to determine which train you have travelled on. For many journeys there will only be one candidate train, especially if you tap-in at your origin station shortly before your train departs and tap-out from your destination station immediately on arrival.
Where there are multiple candidate trains the algorithm logic will determine the most likely train you travelled on.
Our system then calculates the length of delay to that train based on the difference between the scheduled and actual arrival times of the allocated train at the point at which you tapped out. Train times are recorded automatically when a train passes over the monitoring points along the route.
You can view the records of your c2c Smartcard journeys and your compensation entitlement by signing up to our c2c Live App.
What if my train is cancelled?
If the train you intend to catch is cancelled before it reaches your origin station; using the tap-in data the algorithm will determine that you could have caught that service and, using the tap out data, determine the subsequent train you caught. The system will then determine the delay as the difference between the scheduled arrival time of the cancelled service(s) and the actual arrival time of the train you caught.
Similarly, if the train you are on is cancelled during its journey, by using the tap data the algorithm will be able to determine what service you subsequently caught and will calculate the delay as the difference between that trains actual arrival time and the scheduled arrival time of the original cancelled service.
In both these instances, on the c2c Live App, it will show the train the algorithm believes you were on for the final part of your journey. The length of delay to that train will be shown at your destination, however the compensation value will include credit based on the scheduled arrival time of the cancelled train.
What if I abandon my journey before boarding a train or part way through my journey?
The algorithm determines the train you travel on based on your tap data. If you tap-in at your origin station and the next tap is also at your origin station (whether you have partially completed the journey or not) then the system would not be able to identify that you boarded a train, or whether you were delayed.
You would therefore have to make a manual Delay Repay claim as per the existing scheme.
What if I am unable to board a train at my origin station?
Under the current manual Delay Repay scheme, compensation is provided based on the delay to a passenger’s journey. If a passenger is unable to board a train as it was too crowded, for example, then their journey has been delayed. When validating claims, provided the passenger informed us that they were unable to board, we could take this into account.
The algorithm for Automatic Delay Repay uses tap data to determine the most likely train that a passenger has travelled on. However, it would not be able to determine why a passenger has not boarded a previous service and in practice there are many reasons why this may have happened.
If your journey has been delayed, as you were unable to board a train, the system would determine the train you actually travelled on and attribute compensation based on any delay to that train.
You can, however, still make a manual Delay Repay claim as per the existing scheme.
When can I see my journeys, delays and compensation?
Details of the train we believed you travelled on, any alternative services which may also have been possible and compensation for any delays can be viewed on the c2c Live App.
This information will be available to view within 72 hours of the journey, which allows for the time taken for the tap data, ticketing and train running information becoming available and then run through the system in order to determine if there were any delays and, if so, how much compensation is due.
How will the compensation be paid?
Compensation will automatically be credited to your c2c online account in the form of eVouchers.
These can be redeemed against future ticket purchases on the c2c website. You can apply to convert your eVouchers into cash once they reach a minimum value of £5 by contacting Customer Services (firstname.lastname@example.org).
When will the compensation be paid?
As our system makes assumptions about which train you travelled on, we give you the option and time to select an alternative train from a list of other trains running between your respective tap-in and tap-out times.
Compensation will be paid into your c2c online account on, or about, the 16th of the month following the delay. Compensation for delayed journeys in March will therefore be paid on, or around, the 16th April.
I use Oyster for my travel am I still eligible for Automatic Delay Repay?
No. As we do not have access to your journey information, the card holder's personal information or their account details we cannot determine on which train you travelled or where any compensation would be paid.
Therefore our Automatic Delay Repay scheme is only available to customers using the c2c Smartcard to travel on the c2c route.
I transfer between c2c and London Underground/DLR/Overground without touching in/out at the interchange as I have a Travelcard, will I still receive Automatic Delay Repay?
If you travel with c2c and then on another operator’s service we are unable to see the point at which you left the c2c route and so we are unable to determine if you were delayed, and by how much, at that point.
The algorithm can still make an assumption on which c2c train you travelled on and will still pay Automatic Delay Repay, however the delay will be determined by the time that the allocated train arrived at its final destination (usually Fenchurch Street).
If you travel on another operator’s service and then with c2c, the algorithm can use the tap data to determine the most likely c2c train you travelled on and then will provide compensation should that train be delayed at your destination station.
In both these instances you still need to tap-in at the origin and out at the destination stations, even where one of those is not on the c2c route.
I travel wholly within the c2c route, however my journey is not direct and I need to change trains, will I still receive Automatic Delay Repay?
The algorithm can only select one allocated train per journey, and so for journeys which are wholly within the c2c route, but are not direct, it will look to allocate the final train on which you travelled. It will then determine the delay to that train and provide compensation accordingly.
If your first train was delayed, which led to a missed connection or greater delay overall, you will need to make a Manual Delay Repay claim as per the existing scheme.
I was on a different train to the one you’ve allocated for my journey, how can I change it?
We determine which train you were likely to have taken using the times that you touched in and touched out of our stations.
If there are other trains that you could have taken we will display these as ‘alternative trains’ on your c2cLive app. If you travelled on one of these other trains you can select it in the c2c Live App and your compensation will be re-calculated using this information.
I made a journey, but the train is not showing on the c2c Live App?
Initially, information can take up to 72 hours to show whilst it is collated.
Beyond that, on the c2c Live App you will able to see all the taps made, however only journeys where you have ‘tapped’ your smartcard at the start AND end of your journey are eligible for Automatic Delay Repay and will have trains allocated to them.
If 72 hours have passed since the journey, and you can see both a tap-in and tap-out time but the allocated or alternate trains do not match the journey you made, please contact our Customer Services team at email@example.com
I couldn’t tap-in/out because the gateline readers were not in operation/available at the station, how do I get compensation?
We do make every effort to ensure our gatelines and validators are in operation during the times that trains are running, but unfortunately Automatic Delay Repay cannot be calculated if you do not tap-in and tap-out.
If you are delayed by over 15 minutes you can still make a manual Delay Repay claim here.
The station was closed, due to crowd control, and I was unable to tap-in until just before my train was due to leave, how do I get compensation for the whole length of my delay?
If a station is closed, for example due to crowd control, the algorithm will not be able to determine how long each passenger was waiting before being able to tap in and board a train.
It will still use the tap data to determine what train you were on, however you will have to make a manual Delay Repay claim in instances where a delay occurred before joining a train.