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Coronavirus – our advice for the latest national restrictions

Page updated: 19/11/2020

If you do need to travel by train, for work or for education for instance, you can still travel with confidence. If you are unsure whether you can make a journey please see the latest government guidance on travel restrictions here. 

If you are travelling, please continue to wear a face covering (unless exempt) and follow our advice to travel safe, travel smart and keep apart.

We’re doing everything we can to make your journey clean and comfortable with extra cleaning and hand sanitiser available at stations.

If your travel plans have now changed, you can get a refund for unused daily tickets. Please see more information in our refunds section at the bottom of this page.

New reduced timetable from 23 November

As a result of the Coronavirus pandemic, from Monday 23 November c2c will operate a new timetable with fewer services.

Like all businesses, Coronavirus has affected our staff availability and we can no longer deliver our current timetable reliably. Passenger demand has also fallen significantly in the past fortnight. Therefore we are introducing a more sustainable and resilient timetable, which should result in fewer short-notice cancellations. You can find out more here.

If you are travelling, travel with confidence

Travel contactless or with Smartcard

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Help keep our stations able to allow social distancing. Buy tickets online or with the c2c Train Travel app and use a Smartcard. Or use a contactless card if travelling solely within the London zones. You may find Flexi-Season tickets useful if you have an uncertain travel pattern.

Wear a face covering

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You must wear a face covering throughout your journey and at stations, unless you are exempt (then please apply for a free face covering exempt badge). Otherwise you could face a fine starting at £200 and increasing to up to £6,400.

Wash your hands

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Before and after your journey. It’s also good to carry your own hand sanitiser, or use what we’ve provided at stations as you go.

Keep apart

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There’s generally more room on the back carriages on services travelling into London. We also recommend you sit as far away from others as possible onboard, and avoid facing each other.

Please do not travel if you are experiencing any Coronavirus symptoms like a high temperature, new continuous cough, or a loss or change to your sense of smell or taste. Please see the full travel safe government guidance here.

What we’re doing to help you

We’re signed up to National Rail’s UK-wide ‘Travel Safe Pledge’ to help keep you safe – you can find out more about our pledge here.

Safer Travel Pledge Nov 2020

Ticket refunds

If your travel plans have now changed due to Coronavirus, you may be able to apply for a refund. Please see our page on customer refunds during Coronavirus for full details on how to claim your refund by ticket type, and answers to frequently asked questions.

Customer refunds during Coronavirus

Coronavirus travel FAQs

  1. Am I still allowed to travel? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You can read the latest government guidance here. If you do need to travel, you can do so with confidence on c2c.

  2. What c2c ticket offices are open and when? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    All of our ticket offices are open. You can see Ticket Office Opening times and shifts here.

  3. Is cash still accepted at ticket offices and ticket machines? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Cash is accepted, however we’d strongly advise you use contactless or card payment where possible. For contactless card payments, the limit is £45. Booking offices and ticket vending machines do accept cash, but this option is not preferred.

  4. What extra cleaning are you doing to keep customers safe? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We have an enhanced cleaning regime that has been in place and maintained since the start of the pandemic. This includes an upgraded Covid-killing disinfectant and extra cleaning of customer and staff touch points across stations and trains.

    We are providing hand sanitiser for public use at every station so that everyone can sanitise before and after travel. We do not provide hand sanitiser onboard our trains.

    Our busiest stations have floor markings and other signs to outline a safe social distance, while some station facilities such as waiting rooms are closed. We have advice onboard our trains to help customers maintain social distancing when boarding and alighting, and maintaining social distancing once on board.

  5. How will face coverings be enforced and who is exempt? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Wearing a face covering when travelling with us, onboard our trains and at stations, is required by law and everyone has responsibility for abiding by this requirement, unless they have an exemption. Those that don’t wear a face covering could receive a fine of up to £6,400 from the British Transport Police.

    Face coverings are not surgical masks and are easy to get hold of or make yourself. There’s lots of advice from Public Health England here.

    People with specific exemptions that mean they cannot wear a face covering will not have to do so. Those exempt from this rule, include (but is not limited to):

    • children under the age of 11 (Public Health England does not recommend face coverings for children under the age of 3 for health and safety reasons)
    • people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability
    • where putting on, wearing or removing a face covering will cause you severe distress
    • if you are speaking to or providing assistance to someone who relies on lip reading, clear sound or facial expressions to communicate
    • to avoid harm or injury, or the risk of harm or injury, to yourself or others ‒ including if it would negatively impact on your ability to exercise or participate in a strenuous activity
    • police officers and other emergency workers, given that this may interfere with their ability to serve the public

    You can find more FAQs on face coverings here.

  6. Are your toilets available onboard trains and at stations? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Our station toilets are available for use as usual, with an enhanced cleaning regime in place. You can find information on the facilities available at your station here.

    Onboard our trains there is a toilet available every four carriages, and these are being cleaned regularly through the day.

  7. Is the Passenger Assist service for disabled rail passengers still being provided? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Yes it is. We’d advise you give us as much notice as possible prior to travelling to ensure that we are able to provide you with the best assistance at the station. However, if you do not book ahead we will still make every effort to provide help.

    If you book assisted travel you must wear a face covering when travelling for assistance to be provided on your journey (unless you are exempt).

    Customers using a wheelchair are requested to face forward. Our staff will wipe the handles on your chair before and after touching them and also position you at least 2m away whilst we set up the train access ramp. If you need to use the lift our team will not accompany you in the lift (unless you specifically request it), we will use the stairs and meet you at the top or bottom so that we maintain social distancing in what are usually confined spaces.

    You can find out more information on our Passenger Assist page.

  8. What happens if the train I want is full? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If a train you want to catch looks too full, please don’t travel if you don’t feel comfortable onboard. Instead wait for another service.

    We have provided information above to help you identify when is the best time to travel.

  9. What happens if the last train of the day is full? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    In the unlikely event that you are unable to board the last service of the day due to social distancing requirements, please speak to a member of our team at the station. If you cannot find a member of staff please use the customer help points situated in the station for assistance. Our social media team are also available @c2c_rail.

  10. Do you offer seat reservations? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We do not offer seat reservations on c2c services. On-train seating is provided on a first come, first served basis. Seating is not guaranteed for your journey.

  11. Will my c2c ticket be accepted on Greater Anglia or other alternative routes? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Your ticket will only be valid on alternative routes if this has been specifically announced by us, as a result of disruption to c2c services.

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