Apology to c2c customers after network-wide disruption

We are very sorry for the delays that you faced to your commute this morning. 

This was due to overhead line issues between Barking and London Fenchurch Street, which meant trains were unable to run in both directions.  

This had an impact on the entire network, with further disruptions caused by the emergency services attending an incident at Upminster at approximately 08:00. 

c2c ticket acceptance for Greater Anglia, Transport for London and Docklands Light Rail services was arranged while colleagues worked to resolve the issue. 

Normal service resumed at approximately 12:30. 

Rob Mullen, Managing Director at c2c, said: “I am very sorry our customers experienced a difficult journey this morning.

“We know this will have caused extensive delays to your journeys, especially as it happened in the morning peak. We worked closely with our Network Rail colleagues to get services up and running as quickly as possible.” 

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, so 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. 

1. Go to https://contactless.tfl.gov.uk/ and then click on 7 day contactless journey and payment history tab
2. When prompted enter your personal information (name, address and email) and details of the contactless card used for the delayed journey
3. Once the payment card has been located, the site will display a list of all journeys and payments made within the last 7 days
4. At the bottom of the page there is a button where you can ‘download statement’
5. This statement should be attached to your Delay Repay Claim: c2c Delay Repay | Claim Compensation on 15 Minute+ Delays