It’s been a bumpy year travelling with us for some of you, particularly those of you with Smartcards and we’d like to say a big thank you for bearing with us. Earlier in the year we upgraded to a brand new ticket booking system because the old system was obsolete, and unable to provide the modern online retail experience you’d expect in today’s world.

Unfortunately, this was a rockier transition than we’d hoped and it probably felt like we were going backwards, not forwards at times – we know Smartcard hasn’t lived up to its name recently.

We’re happy to report that the majority of the issues are now resolved, and we’re listening to your feedback and making continuous improvements. We know it’s been really inconvenient at times and we’re sorry for that.

What we’ve done

  • Brought in extra help into our Customer Relations team to help get through the backlog of cases as we know some of you are still waiting for your refunds and responses
  • Refunded those of you with failed Flexi-Season tickets
  • Helped over 3,500 Flexi-Season customers, offering double-the-difference reimbursement to cover the difference in savings and compensated affected customers with £10 account credit, so no one is left out of pocket

Now that we’re back on track, we’re focusing our efforts on making the online and Smartcard experience better, because we believe it’s of greater benefit to you. That’s because:

It’s easy – Did you know that you can create a c2c account, order a Smartcard and buy a ticket all in one go? And in the future you will be able to collect a Smartcard from a c2c station

Save time – By buying your tickets online you could avoid the queues at the station ticket office. And it only takes a few minutes.

Earn rewards – If you use your Smartcard to buy online, you’ll earn Loyalty Points to redeem against future purchases.

Automatic Delay Repay – Only Smartcard customers reap the rewards of getting paid compensation into their account automatically if their train is delayed by more than two minutes. Bye-bye, delay forms!

No booking fees – Unlike Trainline or other online platforms, we won’t charge you a booking fee for your train tickets.

Later this year we’ll be launching a brand new travel app, to help make checking your journey, and buying online and onto your Smartcard even easier.

We’d like to thank you again for all your patience and understanding as we work to make Smartcard live up to its name again.