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Customer refunds during Coronavirus

If your travel plans have now changed, you can get a refund for unused daily tickets using our online refund form. You can also get a refund for the unused portion of weekly or longer season tickets, provided they still hold a refund value. Season ticket refunds cannot be backdated any earlier than the date you submit your refund request, whether at our station or online.

The following refund arrangements apply:

  • You may apply for a ticket refund up to four weeks from the last day that the ticket was valid
  • We will process your refund within one month of receiving it
  • Season Tickets can be refunded at any time but may only be backdated with evidence that illness prevented you from travelling (National Rail Conditions of Travel, 40.4).
  • There is no change in how the refund is calculated
  • Unused Off-Peak or Anytime ticket are refundable and an admin fee may apply
  • Advance tickets: Tickets purchased on or before the 4 January are eligible for a fee-free change of journey if you were no longer able travel because of the lockdown. Alternatively if you bought your ticket through c2c, you can apply for National Rail Travel Vouchers. You must do this before the first date of travel on your ticket.
  • If you have an unused National Rail Travel Vouchers, which have expired or are due to expire between 20 October 2020 and 30 June 2021 you will get an additional 6 months after their original expiry date to redeem them to recognise the fact that you may not have been unable to use them during the second and third national lockdowns.

If you were expecting a refund from c2c and haven’t received it yet, please let us know via contact@c2crail.co.uk.

How to claim your refund by ticket type:

Please note if you did not buy your ticket from c2c then you must approach the retailer who sold you your ticket for a refund.

Advice for customers with tickets on a c2c Smartcard

  1. Daily tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with your Smartcard number and booking reference. We will process your refund.

  2. Flexi-Season tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Flexi-Season tickets cannot be changed, they can be refunded and are dealt with in the same manner as Daily tickets.

    If you would like a refund of any remaining tickets on your Flexi, email contact@c2crail.co.uk with your Smartcard number and booking reference. No admin fee is charged for refunding these tickets.

  3. Weekly and Monthly season tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with your Smartcard number, booking reference and confirmation of last travel date. We will process a refund for the unused portion of your ticket.

    In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

  4. Annual season tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with your Smartcard number, booking reference and confirmation of last travel date. We will process your refund for the unused portion of your ticket. We also require a photo of your paper Goldcard cut in half, as per the example photos below, otherwise we will be unable to process your refund.

    How we calculate your refund:

    For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season Tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.

    To decide whether or not to refund your ticket, calculate how many weeks have passed between your ticket start date, and when you last used it to consider whether you would get better value by retaining your ticket rather than applying for a refund.  Use this season ticket refund calculator on the National Rail website to see how much you may get back.

    In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

Advice for customers with paper tickets

Please note the following instructions are for tickets bought directly from c2c only. If you bought your ticket from another retailer please contact them for refund advice.

For all ticket types, please take two photos of your ticket:

The first should show the ticket you wish to be refunded.

Original Ticket

The second should show the same ticket cut in half.

Cut Ticket 1

Please ensure the printed details on the ticket are clearly visible in both photos. Please also retain your cut-up ticket until you receive your refund, as for audit purposes in a proportion of cases we will require the cut-up ticket. If we do request the original and you are unable to supply it to us, we may not be able to refund you.

How to claim your paper-ticket refund

  1. Daily Peak and Off-peak tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with two photos of your ticket as described above.

  2. Advance tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you purchased Advance tickets before the announcement of national lockdown measures on 4 January 2021 and now cannot travel because of these measures you can:

    • Change the details of your journey without an admin fee
    • Or if you bought your tickets from c2c you can apply for a Rail Travel Voucher, valid for 12 months. You must do this before the first date of travel on your ticket.

    Please email contact@c2crail.co.uk for further details.

  3. Weekly and Monthly season tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with two photos of your ticket as described above, and confirmation of your last travel date. We will process the appropriate refund.

    In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

  4. Annual season tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Please complete this refund form with two photos of your ticket as described above, and confirmation of your last travel date. We will process the appropriate refund.

    How we calculate your refund:

    For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season Tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
    To decide whether or not to refund your ticket, calculate how many weeks have passed between your ticket start date, and when you last used it to consider whether you would get better value by retaining your ticket rather than applying for a refund.  Use this season ticket refund calculator on the National Rail website to see how much you may get back.

    In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

  5. How we process your paper-ticket refund (applies to all of the above) products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    • If you bought your ticket online, or paid for it at a station using a debit or credit card, in most cases we will be able to process the refund directly back to your card
    • For a limited number of card purchases, depending on the ticket machine in use when you bought your ticket, and for all other methods of original payment, we cannot process refunds direct to your bank account in the current circumstances. Therefore you will have a choice:
      • You can choose receive an eVoucher to your online account straightaway. If you do not already have an online account, you can set one up and send us your account number. This eVoucher can be used on any future ticket purchase from the c2c website.
      • Alternatively we will email you a secure link which you can use to complete your bank details, and the refund will be paid directly into your bank account. This payment will only work if you enter the details exactly as listed on your bank card and the address that is listed with your bank.

Coronavirus Refunds FAQs

  1. How much refund would I get? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We and other train operators are waiving the normal £10 admin fee for refunds of daily tickets, but not for season tickets in line with Department for Transport instructions.

    Daily tickets – You will receive a full refund for your unused ticket.

    Weekly & Monthly tickets – You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled. All days that have expired are charged for, irrespective of whether or not you actually travelled that day

    Annual tickets – Season tickets are priced as multiples of weekly tickets, on a sliding scale up to an annual season ticket which is priced at 40 times a weekly ticket. Your refund will be calculated as the difference between the actual price paid for your ticket, and the price you would have paid for a season ticket ending on the surrender date.
    To decide whether or not to refund your ticket, calculate how many weeks have passed between your ticket start date, and when you last used it to consider whether you would get better value by retaining your ticket rather than applying for a refund.
    If this refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund.

    You can use this season ticket refund calculator on the National Rail website to get an estimate of how much you’ll receive for a refund on any season ticket that is valid for longer than one month.

  2. Can I get my refund at the ticket office? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If your refund is less than £100, you can be refunded immediately by a c2c ticket office, although please note our opening hours remain limited.

    If your refund is for more than £100, or if you paid by warrant, the quickest way to receive your refund is to use our online form. Alternatively you can take the ticket to one of our ticket offices, but this process will be considerably slower as we cannot start processing your refund until the ticket reaches our refunds team.

  3. I submitted my refund request online but have not received a confirmation email? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    When you submit the online form to request a refund, you will receive a ‘thank you’ confirmation on the webpage. This means your request has been sent and we have received it. You will not receive additional email confirmation at this stage.

  4. If I paid with a company cheque does the refund come to me or the company? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you paid for your ticket with a company cheque, we will email you once your refund has been processed. This email will include an encrypted link for you to enter the account details that the refund should be paid back to.

  5. How is the refunds policy decided? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The refunds policy for all National Rail journeys is set out in the Conditions of Travel. All train operators are applying the same policies with regards to Coronavirus, which have been set by the Department for Transport.

  6. Can I get a refund for my PlusBus season ticket? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Yes you can. Please see information on how to claim your along with your season ticket here.

  7. Car parking - how do I get a refund for parking? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you have purchased parking for a c2c car park please contact NCP customer service team directly on 0345-0507080 for any refund requests. You can also use the NCP online contact us link: ncp.co.uk/help-centre/contact-us.

  8. What should I do if I have not been able to use my National Rail Travel Vouchers because of lockdowns? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The government has announced that National Rail Travel Vouchers have been extended for passengers due to COVID-19 lockdowns. Vouchers which have expired or are due to expire between 20 October 2020 and 30 June 2021 will get an additional 6 months after their original expiry date to redeem them to recognise the fact that most passengers have been unable to use them during the second and third national lockdowns. Please contact our Customer Relations team for assistance with your vouchers.

    c2c Customer Relations
    Freepost ADM 3968
    Southend-on-Sea
    SS1 1ZS

  9. Can I get refund for my Railcard? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Railcards are non-refundable and can’t be extended. Please check for the latest travel advice on nationalrail.co.uk/coronavirus.

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