Ongoing technical issue affecting pay as you go with contactless fares 

Local rail company Trenitalia c2c has confirmed that it is working closely with Transport for London to resolve the recent contactless fares issue which has affected a small number of customers, and to arrange automatic refunds for those who have been mistakenly charged an additional £3 per journey.

c2c is aware that customers using pay as you go with contactless ticketing for journeys between c2c stations outside the Oyster Zone (beyond Upminster and Grays) and Fenchurch Street or Liverpool Street from Sunday 8 June, are being mistakenly charged an additional £3 per journey. 

c2c continues to work closely with Transport for London to both resolve the issue and implement an automated refund process – the situation is expected to be resolved by Sunday 29 June. 

Customers who have been affected and are a due a refund will receive this directly from Transport for London (TfL) over the coming days, with the first round of refund payments being administered this weekend. 

Commenting, c2c’s Commercial and Interim Customer Director, Eleni Jordan, said: 

“c2c would again like to apologise to the small number customers who have been affected by the technical issue and mistakenly charged an additional £3 for the contactless journeys they have made during this period. 

“We are extremely sorry for any inconvenience caused and appreciate our customers’ understanding and patience while we work with TfL to process all of the required refunds.” 

Customers using pay as you go with contactless up until 28 June on the affected journeys will continue to be charged the additional fare, and these will be automatically refunded in the days following their journey.*

There is no need to contact TfL or c2c during this process. All other journeys, including those onwards using the Underground, are unaffected.  

*All affected customers, whether they hold a TfL account or not, will automatically receive the refund amount owed to them. 

NOTE: This issue only affects journeys that start or end at Fenchurch Street and Liverpool Street (National Rail) on c2c services from outside Zone 6 (excluding Purfleet, Chafford Hundred, Grays, and Ockendon). Customers who change at Upminster, Barking, West Ham, Stratford or Limehouse to other services, or are made solely within the London Zonal system, are not affected by this issue. 

Ends

Notes to Editors 

• c2c is the award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex.    

• Owned by Trenitalia, c2c is one of the UK’s most punctual and popular train operators and nearly 35.8 million journeys are made on its services every year.    

• Italian-based Trenitalia is one of Europe’s leading rail operators and the passenger rail arm of FS Italiane Group.  

• For more information email mediaenquiries@c2crail.net   

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