Incident Review – Tuesday 5 October
We are very sorry for the delays to your journey on Tuesday morning. This was caused by a signal failure near Shoeburyness station, and was compounded by the difficult weather conditions on the day. This article provides more information about what happened, and how we managed the situation.
If you were delayed you can submit a claim for compensation. Please see below for more details about how to claim the money you are owed.
Shortly after 02.00, the signals failed between Thorpe Bay and Shoeburyness stations. Network Rail sent their engineering team to the site to fix the fault. They also made a temporary repair to the points at Shoeburyness depot, which allowed some trains to depart the western exit from the depot.
The core fault was identified at around 06.30, but the ongoing heavy rain meant additional people and equipment were needed on site. These resources were substantially delayed in road traffic, as a result of local flooding in south Essex.
Once the resources arrived, Network Rail’s engineers replaced 90 metres of signalling cable to repair the fault. The line fully reopened at around 11.40.
What was the impact, and what did we do about it?
The majority of c2c’s trains are stabled overnight at Shoeburyness depot. During the signal failure, only a limited number of trains could leave the depot. This is because we had to reduce the frequency of services, to ensure our operations remained completely safe.
With these limited trains, along with our fleet based at East Ham depot, we ran as many services as possible during the morning peak.
We also ordered replacement buses, which provided additional capacity between Shoeburyness and Pitsea. However these buses were also disrupted by the heavy local traffic.
Overall 89 trains were delayed or cancelled as a result of this incident.
Compensation for delays
If you were delayed you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim, 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 for your delay. This is because our system will not have full information about your journey, so cannot calculate your automatic compensation. We recommend you check your online account to ensure our automatic payments do reflect your actual delay. 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.