c2c line status: Good service

Season Ticket FAQs

This information is to help you get the most from your season ticket. It does not affect your statutory rights, or replace, form part of, or modify in any way, the National Rail Conditions of Carriage relating to season tickets. You can get a copy of the booklet 'National Rail Conditions of Carriage' at any manned ticket office.

What benefits do I get from a season ticket?

If you are making the same journey regularly, you are likely to save both money and time by buying a season ticket, compared with buying daily tickets. If you buy an Annual Season Ticket, you’ll get even more benefits from the Annual Gold Card that you’ll receive, including rail travel discounts for your friends and family. By purchasing your season ticket on a c2c Smartcard, you’ll also be entitled to Automatic Delay Repay and have the chance to opt-in to our Loyalty Scheme - and if you buy your Annual Season ticket on Smartcard we’ll also throw in four free Off Peak tickets for your friends and family to use.

For full details on the benefits, visit our season ticket page here.

What is an Annual Gold Card?

An Annual Gold Card is automatically issued when you buy an Annual Season Ticket online or at a station within the Annual Gold Card area and the origin and/or destination station on the Annual Season Ticket is within the Annual Gold Card area. This card gives you additional benefits including:

  • A third off Standard and First Class Anytime and Off-Peak tickets anywhere within the Gold Card area.
  • A third off Standard and First Class Anytime and Off-Peak tickets for up to three adults travelling with you.
  • A third off off-peak Oyster pay as you go single fares and daily price cap (the Annual Gold Card needs to be loaded onto an Oyster card for this discount and can be done at London Underground, London Overground, TFL Rail and some National Rail stations by a member of staff)
  • 60% off child fares for up to four children (£1 minimum fare)
  • A one year Railcard of your choice for the price for only £10.

All Annual Season Tickets purchased for travel on the c2c route are valid for an Annual Gold Card.

When and where is my season ticket valid?

You can use your season ticket up to and including its expiry date for any number of journeys between the stations and/or within the zone(s) shown on it at any time of day.

It may be used at intermediate stations, and on any permitted route, unless a route or any other restrictions are specified on the ticket. Details are available where these tickets are issued.

When and where is my Travelcard Season Ticket valid?

Travelcard Season Tickets allow unlimited travel at any time of day on National Rail, London Underground, Docklands Light Railway, Croydon Tramlink within the London Fare Zones Area. Travelcard Season Tickets are also valid on most London Bus services throughout the London Bus network.

For journeys starting outside the London Fare Zones Area, the Travelcard Season Ticket allows travel by train between the starting station and the London Fares Zones Area boundary, and then unlimited travel within the zones paid for.

Can someone else use my season ticket?

You cannot transfer your Season Ticket to another person and will be required to travel with your photocard to prove the owner of the Season Ticket when requested by staff.

What is a photocard and why do I need one?

A photocard is needed to buy and travel with a Season Ticket as a form of identification. These are issued free of charge from ticket offices by providing a recent passport-type photograph of yourself.

Where required, your photocard number must be on your Season Ticket and for your Season Ticket to be valid, you must show both your Season Ticket and photocard with matching numbers if requested by rail staff. If you’re using a Smartcard to travel, you won’t need a photocard on c2c services, but may be asked to present one if travelling on another operator as part of your journey.

I’m moving house and will be travelling from a different station, can I change my Season Ticket?

If you move house or change your place of work, you may apply to exchange any Season Ticket as long as there is a month or more remaining, for one with the same expiry date for your new journey. This is called a changeover.

A changeover may be applied for at any rail ticket office (preferably one relevant to the new journey), a few days in advance of the date of the change. Any additional charge or refund will be based on the ticket prices when the original Season Ticket was bought, pro rata to the periods before and after the changeover.

No administration charge is made. Any ticket that has already been exchanged in this way may be accepted for further exchanges if necessary.

I’m changing jobs and will be travelling to a different station, can I change my Season Ticket?

If you move house or change your place of work, you may apply to exchange any Season Ticket as long as there is a month or more remaining, for one with the same expiry date for your new journey. This is called a changeover.

A changeover may be applied for at any rail ticket office (preferably one relevant to the new journey), a few days in advance of the date of the change. Any additional charge or refund will be based on the ticket prices when the original Season Ticket was bought, pro rata to the periods before and after the changeover.

No administration charge is made. Any ticket that has already been exchanged in this way may be accepted for further exchanges if necessary.

I no longer need my Annual Season Ticket, can I get a refund?

If you stop travelling and no longer need your Season Ticket, you can hand it in or post it to the ticket office where you bought it. Any refund is calculated from the date the Season Ticket was handed in and will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket. An administration charge (see admin charges below) will also be deducted from the refund amount.

Because of the discounts on longer term Season Tickets, refunds are not made pro rata to the periods before/after surrender and Annual Season Tickets have no refund value after about 10 1/2 months. For this reason we recommend that employers' Annual Season Ticket loan schemes are set up so that reimbursements are made in 10 equal monthly payments with two 'free' months at the end of the year, rather than in 12 equal monthly payments.

I no longer need my Monthly Season Ticket, can I get a refund?

If you stop travelling and no longer need your Season Ticket, you can hand it in or post it to the ticket office where you bought it. Any refund is calculated from the date the Season Ticket was handed in and will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket. An administration charge (see admin charges below) will also be deducted from the refund amount.

There must be at least seven days remaining on a Monthly Season Ticket to obtain a refund.

I no longer need my Weekly Season Ticket, can I get a refund?

If you stop travelling and no longer need your Season Ticket, you can hand it in or post it to the ticket office where you bought it. Any refund is calculated from the date the Season Ticket was handed in and will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket. An administration charge (see admin charges below) will also be deducted from the refund amount.

There must be at least least three days remaining on a 7 Day Season Ticket to obtain a refund (although on some 7 Day Season Tickets there may be no refund value after three days of use, dependent upon the relevant Standard Day Return price.

My ill-health has meant I haven’t been able to use my Season Ticket, can I get a refund?

In cases of illness, the refund can be backdated if you produce suitable documentary evidence for a period before you hand in your ticket, provided that you have not started travelling again using your Season Ticket since your illness.

I haven’t had to use my Season Ticket for a while, can I get a refund for the time I didn’t need it?

We do not give refunds or allow Season Tickets to be extended for periods of non-use, for example holidays. In cases of illness, the refund can be backdated if you produce suitable documentary evidence for a period before you hand in your ticket, provided that you have not started travelling again using your Season Ticket since your illness.

We do not give refunds on duplicate Season Tickets although consideration will be given if you can give written evidence of redundancy, prolonged illness or similar circumstances or if the original ticket is recovered and returned to the issuing ticket office within one month of its loss. Please ask at the ticket office for more details.

My Season Ticket has been lost/stolen, what should I do?

If you lose your Season Ticket or it is stolen, report this immediately to the ticket office where you bought it. You should also report any theft to the police. If you or we cannot recover the lost or stolen ticket, we will then consider an application for a duplicate ticket, if the original was issued for a period of one month or more. We do not issue duplicates in respect of lost or stolen 7 Day Season Tickets. We may ask you or others for information. There is an administration charge when we issue a duplicate Season Ticket (see admin charges below).

We only allow one duplicate issue in any 12 month period. However, we will allow a second duplicate issue if: the original Season Ticket is returned to the train company which sold it within one month of you reporting the loss; or the first or second request for a duplicate was because of theft, robbery, fire or other exceptional circumstances, the facts of which have been reported to the police, the fire service or another appropriate body. We will not issue any more than two duplicate Season Tickets in any 12 month period under any circumstances.

I am waiting for a replacement Season Ticket, can I travel before I receive it?

You will not be able to travel without a valid ticket, however we will refund (with no administration charge) the cost of tickets you buy while you are waiting for the duplicate ticket to be issued. These tickets will need to be handed in for your refund to be processed, so be sure to keep them safe.

My Season Ticket is damaged/defective, what should I do?

If your Season Ticket is damaged, illegible or defective, for example it will no longer work in ticket gates, it will be replaced free of charge at any National Rail ticket office. If you are using a paper ticket, you can increase its longevity by registering for a free c2c Smartcard and loading your ticket onto it.

How can I protect my paper ticket from being damaged?

  • Switch to a c2c Smartcard for a more durable way to use your tickets
  • Keep your ticket away from your mobile phone
  • Tickets can be affected by credit cards - keep them separate
  • Avoid washing or immersing your ticket in water
  • Your ticket won't go through the ticket gates if it is bent or screwed up. Keep it flat in a ticket wallet
  • Do not cut or tear your ticket
  • Leaving your ticket in the sun or next to a heat source like a radiator can affect it
  • Tampering with the magnetic strip or any travel detail on your ticket could invalidate it
  • Do not allow your ticket to become coated with dirt or other foreign substances
  • Strong substances can affect the ticket. Try to avoid leaving your ticket near to anything that could affect it
  • Keep your ticket away from headphones for iPods, MP3 players etc

What travel is not covered by my Season Ticket?

If your Season Ticket has expired, does not cover your journey in full, has been left behind, or is for Standard Class accommodation but you wish to travel First Class, you must buy the appropriate ticket before you travel.

If you are travelling from a penalty fare station on a penalty fare train and your Season Ticket does not cover you for all of your journey, you must buy an accompanying ticket or permit to travel, if you are able to*, before you start your journey. If you do not you may be liable to pay a Penalty Fare.

More information about Penalty Fares

What happens if I forget my Season Ticket?

If you do not have your Season Ticket with you when you travel you must buy a ticket for your journey. You will be able to get a refund on the fare paid on the first two occasions this happens in any 12 month period and no more than two of these types of refund will be made in any 12 month period. On the second such occasion an administration charge will be made (see below). These tickets will need to be handed in for your refund to be processed, so be sure to keep them safe. You should make refund claims of this type within 28 days of travel.

What are the Season Ticket administration charges?

Refunds

Not more than £10

Duplicates for lost or stolen tickets

£20

Issue of replacement photocard including new Season Ticket

Not more than £10

Replacement of damaged or illegible season tickets or those which can no longer operate ticket barriers

Free of charge

These charges are subject to change.

 

Full Information can be found at National Rail Enquiries