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Coronavirus – latest travel advice

If you’re travelling with us, we want to ensure you can do so with confidence. That’s why we’re doing everything we can to make your journey clean and comfortable with extra cleaning, hand sanitiser available at stations, and 8 carriages per train to maximise space onboard. You can help yourself and others by following our advice to travel safe, travel smart and keep apart.

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

Your ‘travel with confidence’ checklist:

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.

Wear a face covering

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Throughout your journey and at stations. Unless you are exempt (then please apply for a free face covering exempt badge) or you could face a fine starting at £200 and increasing to up to £6,400.

Travel at quieter times

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There’s much more space on our services arriving into London after 8:00am. And the majority of our services throughout the day are very quiet and comfortable.

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.

What we’re doing to help you travel with confidence

You’ll probably find travelling feels a bit different now, but in a good way. There’s generally a lot more space, and it’s extra clean. 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.

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Timetable and busy services

We’ve been maximising space by running our normal weekday timetable since May. All our trains are now 8 carriages long to provide plenty of room onboard. Our busiest services are those that arrive into London before 8:00 am, but the majority of our trains have lots of space.

For the most up to date travel information on busy services please check our timetable and service alteration calendar page:

Timetable and Service Alterations

Coronavirus travel FAQs

  1. Regarding face coverings, how will this 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 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:

    • Young children
    • People with breathing difficulties
    • People living with a disability

    You can find more FAQs on face coverings here.

  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 have re-opened. However, there are different operating times to usual. You can see Ticket Office Opening times and shifts here.

  3. 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. Please provide as much notice as possible prior to travelling. This is to ensure that we are able to arrange for staff to assist you at the station.

    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.

  4. 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.

  5. 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.

  6. 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.

  7. Are you doing any extra cleaning, or anything else 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 distance of two metres, 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 the two metres once on board.

  8. 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.

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

    We currently have an agreement in place with other train operators that means your ticket will be accepted on relevant alternative routes.

    From Monday 7 September, this agreement will come to an end. From this date, 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.

Ticket refunds

If your travel plans have now changed, you can get a refund for unused daily tickets (except for Advance fares). You can also get a refund for the unused portion of weekly or longer season tickets, provided they still hold a refund value.

If your refund amount is under £100, the quickest way to be refunded is to go to your local station.

If your refund amount is over £100, or if you don’t want to visit your local station, then the quickest way to be refunded is to fill in our online form.

Our current policy is that season ticket refunds cannot be backdated any earlier than the date you submit your refund request, either at our station or via our online form.

If you want to estimate how much refund you’ll receive on any season ticket longer than a month you can also use this season ticket refund calculator on the National Rail website.

The following refund arrangements apply:

  • You may apply for a refund for a daily ticket up to four weeks from the last day that the ticket was valid
  • Season Tickets can be refunded at any time but they can only be backdated if you have evidence that illness prevented you from travelling (National Rail Conditions of Travel, 40.4).
  • We will process your refund within one month of receiving it
  • Unused Off-Peak or Anytime tickets are refundable and an admin fee may apply.
  • Advance tickets are non-refundable, even in lockdown or quarantine situations. You may change the date and time of your booking, but an admin fee may apply

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

Don’t forget that if you bought your ticket from someone else, even if you use it to travel on c2c, you have to apply to the original retailer.

Please see our FAQs below to help answer your questions about the refund process. 

Refunds FAQs

  1. How do I apply for a refund? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Whether you’re on a paper ticket, or a c2c Smartcard, please find all the information on how to claim a refund if you are not using your ticket here.

    Don’t forget that if you bought your ticket from another retailer, even if you use it to travel on c2c, you have to approach the original retailer for your refund.

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

    We have put together this guide to help you estimate your refund based on your ticket type.

    You can also 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.

  3. Have you changed your approach to who can get annual season refunds? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We have changed our advice on who is eligible for a refund when you have held your annual season ticket for a long time. We now advise you can apply for a refund up to 45 weeks after your annual ticket first started, rather than 40 weeks.
    This is because the advice on when to apply for a refund in our Passenger Charter has not been aligned with the refund calculations under the National Rail Conditions for Travel. We will be amending our Passenger Charter accordingly.
    This does not change your refund amount or the calculation we use to work out your refund. It only changes our advice on whether you are likely to be eligible for a refund.
    Please use this calculator to calculate the refund for your specific ticket.
  4. Can I backdate my refund to the last time I was able to use my ticket? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Now that the vast majority of services are running again nationally and lockdown-related refunds have been processed, temporary changes to how refunds are processed have come to an end. The following arrangements apply:

    • You may apply for a refund for a daily ticket up to four weeks from the last day that the ticket was valid
    • Season Tickets can be refunded at any time but they can only be backdated if you have evidence that illness prevented you from travelling (National Rail Conditions of Travel, 40.4).
    • We will process your refund within one month of receiving it
    • Unused Off-Peak or Anytime tickets are refundable and an admin fee may apply.
    • Advance tickets are non-refundable, even in lockdown or quarantine situations. You may change the date and time of your booking, but an admin fee may apply
  5. How long will it take to get my refund? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We are now processing new refund requests in under 4 weeks.

    If you have been waiting for your refund request for longer than 4 weeks, please let us know at contact@c2crail.co.uk and we will provide you with an update.

    We will ensure everyone gets the refund they are entitled to. 

  6. 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.

  7. 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.

  8. 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.

  9. 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.

  10. 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.

  11. 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.

     

  12. What should I do if I have a National Rail Travel Voucher that expired since 17 March or is nearing its expiry date? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you were unable to use a National Rail Travel Voucher that expired after 17th March, please post the voucher to our Customer Relations team who will be able to reissue the voucher for you.

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

  13. I have a Railcard which I have been unable to use during the travel restrictions, will there be any changes to the duration of my Railcard so I get the full 12 months usage?  products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The rail industry is currently considering how best to manage Railcards that customers have been unable to use during travel restrictions. We will publish guidance to customers on Railcards soon.

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