How to estimate your refund due to Coronavirus
Many of you have been asking how we are calculating refunds. Because our Customer Relations team are extremely busy at the moment, we’ve put together this guide to help you estimate your refund based on your ticket type. You can find our general guide on how to claim your refund here.
How much refund would I receive?
Your refund rights are set out in the National Rail Conditions of Travel. We and other train operators are waiving the normal £10 admin fee for refunds of daily tickets, but not for season tickets in line with Department for Transport instructions. If you did not buy your ticket from c2c, you must apply to the original retailer you bought your ticket from for your refund.
Your refund can be backdated to the last day you used the ticket. For Smartcard users, this will be verified by the tap data on your card. For paper tickets, the earliest you can claim a refund from is Tuesday 17 March. Retrospective claims for earlier dates will only be calculated back to this date, and no earlier. Please note that due to current demand we cannot calculate the likely refund amount for you. Therefore we have set out the guide below, to allow you to calculate the approximate amount of refund you would receive. If you have further questions, please see our Coronavirus information page for more Q&As on refunds.
We can generally give you a refund if:
- you have seven days (or more) left on a Season Ticket valid between one and ten months
- you have three days (or more) left on a weekly Season Ticket
- for an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season Tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.
You can also use the season ticket calculator on the National Rail website to get an estimate of how you’ll receive for an Annual or Custom length (longer than one month) season ticket.