Key Information

c2c Smartcard

Collect Loyalty points and get automatically repaid for any delays above 2 minutes.


Find out more

Delay Repay

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

  • Credit/ debit card
  • National Rail Travel Voucher
  • Cash (by choosing National Rail Travel Voucher and exchanging for cash at a c2c ticket office)
  • Cheque
  • Donate to Missing People or Havens Hospices (online manual claim only)

You can see more information on the National Rail Conditions of Travel.

Key Information

c2c Smartcard

Collect Loyalty points and get automatically repaid for any delays above 2 minutes.


Find out more

Frequently asked questions

  1. How do I claim Delay Repay? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    • Fill out and submit this claim form, telling us about your delayed journey and your ticket details.
    • Pick up a Delay Repay form from any of our stations and send the completed form to us at the pre-printed Freepost address.
    • Download and print a copy of the Delay Repay form here and return the completed form to c2c Customer Relations, FREEPOST ADM3968, Southend, SS1 1ZS.

    You need to make the claim within 28 days of the delay, and include proof of purchase.

    You might have a statutory right to receive compensation via the method you paid. Should an acceptable method not be listed then please call 03457 444 422 (option 6).

  2. How do I appeal a decision? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We aim to process your claim accurately in the first instance, however should you wish to appeal the outcome of your claim, please click on the link below to contact us.

    • You will need your claim reference and either the email address or postcode provided to us when your claim was submitted.
    • Your claim reference is specified in any correspondence we have sent you about this claim. It begins with ‘c2c/DR’
    • When your appeal is submitted, we will revisit your claim and get back in touch with a further decision.

    Appeal an existing delay repay claim

  3. What proof of purchase do I need? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Single, return or weekly ticket (not on c2c Smartcard) – attach a photo/scan of your ticket

    Monthly or longer SeasonTicket (not on c2c Smartcard) – attach a photo/scan of your ticket

    Any ticket on a c2c Smartcard – attach a photo/scan of your Smartcard

    Oyster/Contactless/PAYG – attach a photo/scan of your TfL journey history printout. This can be printed from a TfL ticket machine if you have an Oyster Card, or from your TfL online account if your card/device is registered.

  4. How do you work out compensation for my ticket? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Find out how we work out Delay Repay compensation for your ticket on our Help Centre

  5. How do I donate my Delay Repay compensation? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    To donate your Delay Repay compensation, complete our form as usual until you reach the “Compensation Details” section. Here you can choose “Donate to Missing People” or “Donate to Havens Hospice” as options.

     6644a77c6c893 6644a77c6c894donate To Charity.png

Our compensation figures

:Period :Volume of delay compensation Claims Received :Volume of delay compensation Claims Approved :Value of total delay compensation paid (£) :Average time for claims to be processed in working days
:11/12/22 - 07/01/23 :1218 :709 :£7403.40 :3
:08/01/23 - 04/02/23 :1043 :793 :£8866.12 :3
:05/02/23 - 04/03/23 :1538 :1221 :£7260.63 :1
:05/03/23 - 31/03/23 :2732 :2430 :24134.91 :1

Automatic Delay Repay

Did you know that if you travel using your c2c Smartcard, and you get delayed by more than 2 minutes, you are entitled to Automatic Delay Repay? It’s definitely worth switching to a c2c Smartcard for.