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Key Information

c2c Smartcard

Collect Loyalty points and get automatically repaid for any delays above 2 minutes.

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Find out more

Automatic Delay Repay with a c2c Smartcard

If you’ve bought your tickets on a c2c Smartcard, we will automatically give you money back, into your c2c online account, whenever you experience delays of more than 2 minutes.

We always aim to get you to your destination on time. But on the occasions that trains do get delayed we understand it can have a real impact on your day, and the last thing you want to do is fill out forms to claim compensation. Which is why, if delays do happen, we want to be able to make it up to you more easily with Automatic Delay Repay.

Key Information

c2c Smartcard

Collect Loyalty points and get automatically repaid for any delays above 2 minutes.

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Find out more

Frequently asked questions

  1. How do I get set up to receive Automatic Delay Repay? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You need to have a c2c Smartcard linked to a c2c online account to get Automatic Delay Repay. For further details on getting set up click here.

  2. How do I make sure I get the right Delay Repay compensation? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Tap in and tap out at the gates

    Make sure you tap in and tap out with your c2c Smartcard at the gates so we can see if you were delayed and give you back the right compensation.

    Manage your compensation with the c2c Live App

    Download the free c2c Live App on your phone to see how much you will be repaid for each delay. Plus you can make sure the right train has been selected for your delay.

    Download the free c2c Live App

  3. What if there are service cancellations and I tap in at a later time? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You can still receive compensation by making a manual claim and submitting your Smartcard details through our dedicated Delay Repay portal.

  4. How much Delay Repay compensation will I receive? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    2 to 14 minutes delay
    You’ll get 3p back for every minute you are delayed. So for a delay of 2 minutes you will receive 3p, 3 minutes 6p, 
4 minutes 9p, and so on

    15 to 29 minutes delay
    25% of the cost of a single journey
(or the appropriate percentage for season and return tickets)

    30 to 59 minutes delay
    50% of the cost of a single journey
(or the appropriate percentage for season and return tickets)

    60 to 119 minutes delay
    100% of the cost of a single journey (or the appropriate pro-rata percentage for season and return tickets)

    120 minutes delay
    100% of the cost of the return journey (or the appropriate pro-rata percentage for season and return tickets)

  5. How and when will I get my Delay Repay compensation? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    eVouchers will be credited to your c2c online account in or around the 16th day of the month following the delay. eVouchers can be redeemed against future ticket purchases made online or converted to cash.

    If you would like to convert your eVoucher to cash (the value is a minimum of £5) then contact our Customer Relations Team by emailing contact@c2crail.co.uk and they will arrange a payment by cheque.

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