Travel advice FAQs
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What c2c ticket offices are open and when?
All of our ticket offices are open, although some opening hours maybe different to usual due to additional cleaning or closed due to staff sickness. For opening times at your station please search for your station’s information here.
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Are your toilets available onboard trains and at stations?
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.
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Is cash accepted at ticket offices and ticket machines?
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.
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What extra cleaning are you doing?
We have an enhanced cleaning regime that has been in place and maintained since the start of the pandemic. This includes an upgraded hospital-grade Covid-killing disinfectant and extra cleaning of customer and staff touch points across stations and trains.
Every train is cleaned daily, and two units a day get an extra deep clean with specialist fogging equipment at the depot. The fog wraps around and disinfects ever surface on the train, especially handy for hard to reach bits.
Every station is cleaned daily too, with larger stations such as Fenchurch Street, Barking, and Upminster cleaned twice a day. Special attention is paid to customer touch-points such as ticket machines, gate lines and the ticket office area.
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Is hand sanitiser available at the station?
We provide hand sanitiser for public use at every station so that everyone can sanitise before and after travel. These can usually be found close to the station entrance but locations vary from station to station. Please ask a member of staff at the station if you can’t find it.
We do not provide hand sanitiser onboard our trains.
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Are waiting rooms open?
Yes, our waiting rooms are now open. You can check our station pages for details on the facilities at your local station.
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Can I book Passenger Assist service?
Yes you can. You can find the latest Passenger Assist travel advice and book it here.
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What happens if the train I want is full?
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.
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Do you offer seat reservations?
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.
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What should I do if I have not been able to use my National Rail Travel Vouchers because of Coronavirus?
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
