Dear customer,

We are very sorry for the delays that many of you faced during your journeys on Tuesday evening.

This was caused by emergency engineering work undertaken by Network Rail to a damaged lineside structure between the c2c line and the London Underground District Line next to a bridge between Barking and Upminster. This blocked both the c2c and the District Line tracks for over 90 minutes, and as a result caused delays and cancellations to all c2c and LUL services.

This article is intended to provide you with more information about what happened, what the impact was on our service, and how we managed the situation.

If you were delayed you will be eligible for compensation. Please see below for more details about how to claim for the money you are owed.

What happened?

On Tuesday afternoon, a Network Rail team on proactive patrol discovered severe damage to a structure next to the railway bridge at Elm Park. A speed restriction was imposed on c2c and District Line trains while a specialist structural engineer was sent to the scene. When the specialist engineer arrived and inspected the structure, they concluded the structure was unstable and needed immediate removal.

At around 16.35 the overhead power lines were turned off to allow the structure to be removed safely. This work was finished and the line reopened at around 18.20. However the disruption this had already been caused to c2c’s train service meant that delays continued until around 23.00.

What was the impact and what did we do about it?

While the overhead power lines were turned off, no trains could run between Barking and Upminster including into most of the platforms at Upminster. Instead as many trains as possible were diverted between Barking and Pitsea via the Rainham line. However this longer journey time and limited track capacity restricted the number of trains able to run on this route.

A shuttle train service was introduced between Pitsea and West Horndon, and between Grays and Upminster, and shuttle bus services were introduced across the route.

c2c also organised for tickets to be accepted on Greater Anglia services, and local buses. However as the emergency engineering work also affected the District Line, this was not a viable alternative option.

In total 120 trains were delayed, diverted or cancelled.

Compensation for delays

If you were delayed you will be eligible for compensation for each journey. Find out more about the different tiers of compensation we offer based on the length of your delay here.

–  c2c smartcard users: You will receive automatic compensation provided you tapped your Smartcard at both the start and end of your journey. If you were not able to do so, you will have to make a manual claim on this occasion. This is because our system will not have sufficient information about your journey to be able to make an automatic payment.

We recommend you check your online account to ensure our automatic payments reflect the actual delay to your journey. If you feel they do not, you can use your online account to correct the automatic system or alternatively submit a manual claim.

–  Paper ticket holders, Oyster and contactless card users: Please fill out your details on this online delay repay form to claim your compensation.