c2c line status: Good service

Delay Repay Compensation

When can I claim compensation for delays to c2c services?

If you have been delayed on your journey with us by more than 15 minutes you can claim compensation through our Delay Repay claim form. The amount you receive will depend on the type of ticket you have and the length of time that you were delayed. You can receive your compensation in one of four ways:

  • Cheque
  • Credit/ debit card
  • National Rail Travel Voucher
  • Cash (by choosing National Rail Travel Voucher and exchanging for cash at a c2c ticket office)

How much can I get repaid?

15 to 29 minutes delay:

25% of the cost of a single journey (or the appropriate percentage season and return tickets)

30 to 59 minutes delay:

50% of the cost of a single journey (or the appropriate percentage season and return tickets)

60 to 119 minutes delay:

100% of the cost of a single journey (or the appropriate percentage season and return tickets)

120 minutes delay or longer:

100% of the cost of the return journey (or the appropriate percentage season and return tickets)

How do you work out the compensation on my ticket?

Single and return tickets

For a Single Ticket the cost of the ticket is the same as the cost of the journey. We work out the cost per journey of a return ticket as half the total ticket cost.

Season tickets

If you have a Season Ticket, we work out the journey cost, as the ticket cost divided by the average number of working days (to get the daily rate of travel) and then divide it by two.

Weekly tickets

We divide the cost of the ticket by 5 working days to get the daily rate of travel and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 10.

Monthly tickets

We divide the cost of the ticket by 20 working days, (to get the daily rate of travel), and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 40.

Annual tickets

We divide the cost of the ticket by 232 working days (to get the daily rate of travel), and then by two to get the cost of the journey – so in other words, the cost of the ticket divided by 464.

For season tickets with other lengths of validity, we will work out the number of working days (based on 5 in a full week) to get the journey cost as above.

Automatic Delay Repay

If you travel using a c2c Smartcard, you can get automatically repaid for delays of 2 minutes or more. Find out more about Automatic Delay Repay.

If we introduce an emergency timetable, compensation will be based on that emergency timetable.

In accordance with your legal rights, under the Consumer Rights Act 2015, as a consumer you may be eligible to a different level of compensation where c2c is at fault and nothing set out above is intended to limit or exclude your legal rights in these circumstances. If you believe this applies to your journey, please contact our Customer Relations team