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Customer refunds during Coronavirus

In the current unprecedented situation, we understand many more people than normal want a refund for their rail tickets. Meanwhile we know that you will understand we can’t currently follow our usual working practices, given many people can’t leave home to get to our ticket offices and our Customer Relations team are also working remotely in line with the Government’s advice. Please see our Coronavirus information page for frequently asked questions on refunds at this time.

We will ensure all our customers get the refund they are entitled to. However we have had to make some alterations to our normal procedures.

Please find below our guide to how to claim your refund, depending on the type of ticket you hold and whether it is a paper ticket or based on a c2c Smartcard. 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.

Thank you for your patience and understanding while we handle your request in these challenging circumstances.

How to claim your refund by ticket type:

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

    These tickets are undated and are valid for six months from the time of purchase. However if you would like a refund please email contact@c2crail.co.uk with your Smartcard number and booking reference.

  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.

    If you are interested in how much your refund would be, we have a useful guide on how to estimate your refund amount here.

    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 daily tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    These tickets are normally non-refundable, but in the current circumstances they can be amended without a fee. 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.

    If you are interested in how much your refund would be, we have a useful guide on how to estimate your refund amount here.

    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 you can choose to wait for your refund to be paid in National Rail vouchers or as a cheque. However this payment will only be made once our normal work arrangements resume, as we can’t currently process cheques or vouchers. Clearly how long this will take is currently unknown, but it may mean you have to wait a considerable time for your refund to be paid back to you.
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