Travel with confidence

Coronavirus travel FAQs

1. Am I allowed to travel?

   The latest government advice is to keep journeys to a minimum. You can read their most recent guidance here.

2. 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. You can see Ticket Office Opening times and shifts here.

3. Is cash still 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.

4. What extra cleaning are you doing to keep customers safe?

   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.

5. 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.

6. What social-distancing measures are in place?

   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.

7. Are waiting rooms open?

   Due to the pandemic, all of our waiting rooms are currently closed, with the exception of those with toilets. Please check your individual station for more information.

8. How will face coverings be enforced and who is exempt?

   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.

9. 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.

10. Is the Passenger Assist service still being provided?

    Yes it is. You can book here.

    We’d like to reassure you that staff are still present at stations if you require support or need help on your journey.

    You can also request a sunflower lanyard to display non-visible disabilities. The lanyards are available from c2c station booking offices or by post from our Customer Relations department.

    If you’re booking Passenger Assist we kindly ask 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.

    Please remember 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 and book on our Passenger Assist page.

11. 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.

12. What happens if the last train of the day is full?

    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.

13. 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.

14. What should I do if I have not been able to use my National Rail Travel Vouchers because of lockdowns?

    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

15. Will my c2c ticket be accepted on Greater Anglia or other alternative routes?

    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.