08 July 2025 • 3 min read
We are very sorry for the disruption our customers experienced today.
What happened?
At approximately 01:30 on Tuesday 8 July, Network Rail reported urgent overhead line repairs at Ockendon during essential engineering works, suspending all trains between Upminster and Grays via Ockendon.
Upon confirmation of the damage to the overhead lines, arrangements were made for c2c tickets to be accepted on the First Bus 100 route between Basildon and Chafford Hundred and the 370 and 372 bus route. Replacement buses were also arranged between Grays and Upminster.
The necessary repairs were made by Network Rail during the afternoon of 8 July and normal service was resumed by 14:30.
Rob Mullen, Managing Director of c2c, said: “I am sorry for the delays caused to your journeys today. We worked closely with our Network Rail colleagues to restore services as swiftly as possible but we understand that many of your travels were significantly impacted today.”
Compensation for delays
If you have been delayed, you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim, here.
c2c smartcard users: You will receive automatic compensation provided you tapped your Smartcard at both the start and end of your journey. If you have not been able to do so, you will have to make a manual claim for your delay. This is because our system will not have full information about your journey and cannot calculate your automatic compensation. We recommend you check your online account to ensure our automatic payments do reflect your actual delay. If you feel they do not, you can use your online account to correct the automatic system or alternatively submit a manual claim.
Paper ticket holders, Oyster and contactless card users: Please fill out your details on this online delay repay form.
Contactless customers: Customers who travelled this morning from a c2c station using pay as you with contactless ticketing can claim delay repay by providing the full details of their affected journey. You can access your journey history and statement from the Transport for London website by following these steps:
- Go to https://contactless.tfl.gov.uk/ and then click on 7 day contactless journey and payment history tab
- When prompted enter your personal information (name, address and email) and details of the contactless card used for the delayed journey
- Once the payment card has been located, the site will display a list of all journeys and payments made within the last 7 days
- At the bottom of the page there is a button where you can ‘download statement’
- This statement should be attached to your Delay Repay Claim: c2c Delay Repay | Claim Compensation on 15 Minute+ Delays
