Apology to c2c customers – Wednesday 5 March

We are very sorry for the disruption our customers experienced this morning during this morning’s peak on the c2c route.   

At approximately 05:30 this morning, a track circuit failure was reported in the Grays area. As a result of this failure, services towards Southend on the Tilbury line were suspended and the Ockendon branch line was also suspended. This severely restricted the number of trains we could operate. 

Network Rail dispatched a team of engineers to the area and normal service resumed at approximately 07:00. 

Upon confirmation of the track circuit failure, arrangements were made for c2c tickets to be accepted on London Buses.

Rob Mullen, Managing Director of c2c, said: “I am sorry to our customers who were caught up in the disruption on the c2c route this morning. 

 “We deeply appreciate our customers’ patience and understanding during this incident. We are committed to ensuring the reliability of our services and delivering a seamless travel experience for our passengers and know this disruption would have caused issues on your commute this morning.” 

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