c2c line status: Good service

Tickets

What do I do if I have a query regarding my annual season ticket?

If you have any queries regarding the purchase or delivery of your annual season ticket(s) please call: 08457 44 44 22 option 6.

What do I do if I have lost, faulty or had my Season Ticket stolen?

Replacement of damaged or illegible season tickets or those which can no longer operate ticket barriers is Free of charge However, this information is subject to change.

Information provided by National Rail Enquiries

Top 10 Season Ticket protection tips

  • 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.

At what age can children travel on your trains unaccompanied by an adult?

c2c cannot take any responsibility for children travelling alone and we will not allow any child under the age of 12 to travel without an adult aged 16 or over. If our staff do believe that a child under that age is travelling alone, the British Transport Police will be called for assistance.

I need help with a booking I have made with c2c. Who do I contact?

If you require any assistance with a booking made with c2c please call Web Support on 03457 44 44 22 option 5.

How do I find my booking reference?

When you buy a ticket online you will be given a Ticket Reference number which you need when collecting your tickets. This reference is displayed:

  • in the booking confirmation email we send you.
  • by logging into tickets.c2c-online.co.uk and clicking on Check your order status.

Note: The credit/debit card used to make the booking is required when collecting the ticket at the station.

How do I change my ticket and will I be charged more?

How can I change my ticket?

Changing the time or date of travel depends on the ticket type you purchased.

Advance - Changes can be made to time and date

Anytime - Changes can be made to date. Time of ticket is flexible, no change required

Off-peak / Super Off-peak - Changes can be made to date. Time of ticket is flexible (but restricted to Off-peak and Super Off-peak times) so no change required

Changes of Journey cannot be made online. If you have purchased your ticket online and wish to make a change to your journey please call our customer support team on 03457 44 44 22 option 6, 7 days a week, 08.00am to 10.00pm.

Changes to tickets require the refunding of your original ticket and the rebooking of a new ticket. Refunding of your original ticket can take up to 15 days.

There is a £10.00 administration fee charged for making this change in addition to any difference in the cost of the new ticket.

At the Station

This process can also be completed at the majority of stations. At the station you will still be required to pay for any difference in ticket prices in addition to an administration fee.

Never wait till the last minute if you need to change your ticket no matter if you are booking through our call centre or at the station.

What happens if I purchase a ticket for travel with another Train Operator and my train is delayed?

c2c is an impartial retailer and sells train tickets on behalf of all Train Operators. If you were delayed on a train run by an operator other than c2c you should direct any complaints to that operator.

Why can I see two tickets with the same name but different prices?

On some journeys two or more possible routes exist (e.g. one via London and one avoiding London). In these cases you will often see two or more tickets with the same name and different prices. The difference in price reflects different journey lengths or times.

Is it possible to purchase a ticket for someone else?

Train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

When you are making a booking you can request that the tickets are sent to a different UK address.

If you do purchase tickets for someone else please note that the sales receipt will be enclosed with the tickets. This shows the last four digits of the credit card as well as the purchase price.

For Self Service Collection please remember that the credit/debit card used to make booking is required along with the Ticket Collection reference provided when the booking was made.

Can I have my tickets delivered to a different address?

Train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

When you are making a booking you can request that the tickets are sent to a different UK address.

If you do purchase tickets for someone else please note that the sales receipt will be enclosed with the tickets . This shows the last four digits of the credit card as well as the purchase price.

For Self Service Ticket Collection please remember that the credit/debit card used to make booking is required along with the Ticket Collection reference provided when the booking was made.

Do I get a receipt for the tickets I purchased?

Yes, if your tickets are being delivered by post then a receipt will be enclosed with them.

If collecting from a Self Service Ticket Machine the receipt will be printed with the tickets.

There are no VAT charges on train tickets.

What should I do if I have not received my tickets?

If you have not received your rail tickets and it's been 4 business days since you ordered your tickets, please contact us on 03457 44 44 22 option 6, quoting your booking reference and we will assist in making alternative arrangements.

What ticket delivery options are available?

Delivery options available are based on how far in advance you book and your post code.

Self Service Ticket Machine (free): will be ready for collection 2 hours after ordering.

1st Class Post (free): tickets ordered before 2pm will be dispatched the same day.  During any Royal Mail disruption we will only be offering post as an option where travel is at least 10 days after booking date.

Next Day Delivery (£7.50): Tickets ordered before 3pm will be delivered by 1pm the next working day, (Monday to Friday excluding Bank holidays). Orders placed on Saturday or Sunday are fulfilled on Monday and delivered on Tuesday.

What is an Open Return ticket?

Open returns are flexible tickets as you do not need to specify the time and date you want to return on.All you need to do is make your return journey by the date specified, typically one month after the outward journey.

There are 3 types of Open Return tickets available each with varying flexibility and so cost:

Anytime – no restriction on return travel.Off-Peak – return travel permitted Off-Peak trains only.Super Off Peak - return travel restricted to only certain Off-Peak trains.

What types of tickets are there?

Fare names across the national rail network fall into one of four ticket types. The names best describe when you can buy or use a ticket, making it easier for you to buy the best value ticket for your journey.

Simple fares explained

FAQ   Ticket names    
  ADVANCE ANYTIME OFF-PEAK SUPER OFF-PEAK
When can I buy my ticket? Booked up until the day before travel Booked in advance or purchased on the day of travel Booked in advance or purchased on the day of travel Booked in advance or purchased on the day of travel
Class of ticket offered? Standard or First Class Standard or First Class Standard only Standard only
Single and Return available? Single only (combine 2 singles for a return trip) Yes Yes Yes
When can I use this ticket? Must travel on date and time specified on ticket Outward journey must be on the date specified, and you must return within one calendar month.* Outward journey must be on off-peak trains on the date specified, and you must return on off-peak trains within one calendar month. Outward journey must be on off-peak trains on the date specified, and you must return on off-peak trains within one calendar month.
What trains can I use this ticket on? On the train specified on ticket Any train on the permitted route Any off-peak train on the permitted route Any Super off-peak train on the permitted route
Is the ticket refundable? No Yes (minus admin fee) Yes (minus admin fee) Yes (minus admin fee)
Can date/time of ticket be changed? Yes (minus admin fee) Yes (minus admin fee) Yes (minus admin fee) Yes (minus admin fee)
Discounts Yes - child and railcard Yes - child and railcard** Yes - child and railcard** Yes - child and railcard**
* From the 16 March 2009 the validity of Anytime Return tickets has changed. The Outward journey does not have to be on the day of travel, but can now be made within 5 days (including the date on the ticket). e.g. if date on the ticket is 20 March then outward travel is valid until 24 March inclusive. The return portion will remain valid for one month from the date on the outward portion. ** Restrictions may apply at certain times of the day and/or on First class products.        

 

Fare Simplification across the National Rail network

New names for rail fares have been introduced across the network.

The new names bring together commonly used Single and Return fares into three categories. The names describe when you can buy or use a ticket, making it easier for you to buy the best value ticket for your journey. Fare Simplification across the national rail network

Anytime tickets

Buy any time, travel any time - Anytime fares are fully flexible tickets, with no restriction on when you can travel. Perfect for people who need complete flexibility.

Off Peak tickets

Buy any time, travel off-peak - Off-Peak fares are cheaper tickets for travelling on trains that are less busy.

Advance tickets

Buy in advance, subject to availability - These are Single (one-way) fares offering great value for money on many longer distance journeys.  These tickets are only available on a quota basis.  You must book in advance before 18.00pm the day before travel and travel on a specific train service.

Why the change?

Customer feedback suggested that it isn’t always easy to find the best value ticket to match their needs because of the range of different fares available.  The new fare name simplifies the choice, allowing you to choose your rail ticket with confidence.  Other tickets, like Season and Rover tickets, won't change.

Will fares increase as a result of these changes?

No, fares will not increase as a result of the new fares structure.

What are the benefits for you?

    1. Ticket names are easier to understand - The new fare name describes when you can buy or use your ticket, making it easier for you to decide what ticket suits your journey.2.Fewer ticket names - We all want to get the best value fare for our rail journey, so with fewer names you can quickly work out what ticket you need to make your journey.
    2. Common terms and conditions - Advance ticket terms and conditions are now the same across all train companies nationwide, so you know exactly where you stand.
    3. - Railcard discounts have been extended to all Advance fares. Railcard holders save 1/3 on fares for all Standard Class tickets and some Railcard holders can also save 1/3 on First Class fares on selected journeys.

What if no one was in to sign for the special delivery tickets?

If you’ve left us a contact number then we will try to contact you to arrange delivery.If we are unable to contact you and the courier is unable to leave the tickets with somebody, the courier will attempt to deliver at a later time.

Information about GroupSave discounts

TBC

What times are Off-Peak and Super Off-Peak tickets valid?

Although Off-Peak and Super Off-Peak times will vary by both the train operator and route, the times generally fit within the timelines listed below:

Off-peak

      • Not valid on weekdays before 09.30amNot valid early evening (between 15.30pm to 19.15pm) from major citiesValid on all trains at weekends and on public holidays

Super Off-peak

      • Not valid on weekdays before 10.00amNot valid early evening (between 16.00pm to 18.00pm) from major citiesTickets may not be valid on certain days.

c2c services:

c2c Off-peak day tickets are not available for travel on trains arriving at London Fenchurch Street before 10.00am or departing from London before 09.30am.

c2c Super Off-peak tickets are only valid at Weekends and Bank Holidays but on some long distance journeys these tickets are valid seven days a week but with tighter restrictions on weekdays than the Off-peak fare.

There are two ways to find out if Off-peak tickets are valid on a particular route.

      • Search our Fares Matrix for the Journey online: Off-peak and Super Off-peak tickets are not limited in quantity so they will be listed in the search results for all Journeys they are valid on.
      • Contact the Train Operating Company directly - they will have the most up to date information.

What happens if I do not have my ticket or reservation slip with me when I travel?

You must carry all parts of your ticket when travelling as they are not valid singularly. If you do not have your ticket when requested, be it on a train or at a station, you may be charged a Penalty fare.

What child fares are available?

Children under 5 travel free of charge so you will not have to purchase a ticket. Please keep in mind that they will not have a seat reservation so may have to stand or sit on your knee if the train is busy. If you wish them to have a seat reservation then you will need to purchase a child ticket.

Children aged between 5 and 15 - There are a number of discounted child fares available.  The total fare quoted on the booking pages are with discounts already included (where applicable). Click on the ticket name on the left-hand side of the page to see if it is a discounted ticket.

One of the cheapest ways to purchase a child's fare is by using a Family Railcard. This gives a 33% discount on adult fares and a 60% discount on child fares when all travelling together. To find out more visit www.familyandfriends-railcard.co.uk

Do I have enough time to transfer between trains?

We only display tickets with estimated transfer times already taken into consideration. The times we use are based on recommendations by the rail industry and are individually calculated for each station. If you feel a longer transfer time is required then you might want to consider a different departure time or booking each stage of the journey individually.

What does a London Day Travelcard entitle me to?

London Day TravelCards cannot be booked independently but will be offered as an add-on to any journey that terminates at a London station. Travelcards are valid for travel on:

      • The Tube, Docklands Light Railway and buses
      • Trams, where your Travelcard includes Zone 3, 4, 5 or 6
      • National Rail (excluding Heathrow Connect between Hayes & Harlington and Heathrow, and on Heathrow Express)
      • Scheduled Riverboat services at 1/3 off the normal fare. Just show your Travelcard (or Oyster card with a Travelcard on it) at the time of travel

Your Travelcard must be valid for all the zones through which you are travelling.