Urgent Smartcard update: Wednesday 7 February 2024
07 February 2024 •
c2c is aware that a number of customers have experienced problems over the last few days when attempting to load travel tickets to their c2c Smartcards via both the website and app.
Following an urgent review of all our Smartcard products and supporting digital infrastructure, we have identified the issue – which specifically applies to Peak and Off-Peak Return tickets and Daily Travelcards – and are working with our technical suppliers to urgently implement the required fixes.
While this work is being undertaken (we expect this to take approximately one week), we are unable to retail the following tickets to Smartcards:
- Anytime Day Return
- Off-Peak Day Return
- Daily Travelcards
c2c would like to apologise for any inconvenience this may cause to customers, and we will provide you with an update just as soon as the issue has been resolved. Please keep an eye on our website and social media channels for further information.
Customers who have been unable to use their Smartcard will be eligible for a full refund. If you have repurchased an alternative ticket to travel or have not travelled, please contact c2c Customer Relations on email@example.com with a copy of your additional ticket/receipt and the Smartcard ticket booking confirmation and they will be able to assist you.
In the meantime, customers are reminded they can continue to purchase all of the above ticket types from the c2c website and app as either e-tickets* (sent directly to your phone or email as a QR code), or paper tickets which can be printed and collected from any ticket office or ticket vending machine at c2c stations across the route.
Alternatively, customers who prefer to use a Smartcard can purchase two Day Single tickets, instead of a Day Return, should they wish. All of our single tickets are priced at exactly 50% of the equivalent return.
*Please note that e-tickets cannot be used at TfL stations. Please purchase a paper ticket at the station or online (for collection) if you are interchanging or exiting at a TfL station, such as West Ham or Stratford.
Customers needing to make a manual Delay Repay claim can do so here – https://www.c2c-online.co.uk/help-feedback/delay-repay/