We look at the time 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, tapping 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 Train Travel app.