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Our new ticket system

We continually want to improve your experience with us, whether it’s online or on the train. We’ve replaced our ticket purchase website, to make it easier for you to buy and manage your tickets online. We have transferred the majority of customer accounts to the new system. We are still in the process of transferring a small number of accounts and if you have not yet received an email to confirm your account has been transferred, we will be in touch with you soon.

If you have any questions or problems, please get in touch

Important things to know

  • You can no longer use the old tickets website, it is now unavailable
  • If you have a Flexi-Season ticket that you purchased using our old system, you won’t be able to top-up that bundle of tickets using the new website. If you are running low, please buy a new bundle of Flexi-Season tickets using the new ticket system, then you will be able to top-up as normal by going to ‘My Tickets’, and clicking ‘more details’, and then ‘top-up’.
  • Information and activity for tickets you purchased using our old system won’t be transferred. If you need this information, you can contact us or find it in your confirmation emails
  • If you are having problems with your Smartcard, Student Smartcard or Child Smartcard, please get in touch
  • The option to link or transfer Smartcards between online accounts won’t be available immediately after the new system has launched. However, this feature will be reinstated in the near-future
  • Personalised Performance Reports will be suspended for a short time while we make improvements. During that time, you can see our overall daily performance here

Do you use our mobile app?

You can no longer access your account via the app. Your account information is available on the website. You can still use the app for journey planning and live departures. We’re building a new mobile app to launch later this year – all part of improving your online experience.

Have a question or a problem?

If you need to get in touch,  please contact us using the normal channels.

Frequently asked questions

  1. Why are you replacing the system? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We’ve been using our ‘Mixing Deck’ system for the past several years and it has now come to the end of its life. We’ve built a new one to replace it. The new system will make it easier to buy and manage tickets online.

  2. What are the benefits of replacing the new system? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The new system will make it easier to buy and manage your tickets online using the website. You may also find it quicker to buy your tickets online, compared to queuing at the station, particularly if you use a c2c Smartcard. We’ve also creating some new and improved features:

    • View and manage you Smartcard(s) all in one place
    • See your total amount of account credit through Loyalty points and e-vouchers
    • Easily re-book tickets
    • Set up favourite journeys and stations
  3. What are you doing with my personal information? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We want to make the transition to the new system as easy as possible for our customers. In order to this, we securely migrate customer data from the old system to the new system. Keeping your personal information safe and secure is really important to us. If you want to know more about your data subject rights, please visit our privacy policy information.

  4. I want to close my account. products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We’re sorry to see you go. If you want to close your account please get in contact with us to start the process, please email DPO@c2crail.net  Eventually, you will be able to close your account via the website.

  5. When are you transferring my account? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We will be in contact a few weeks before we transfer your account to let you know. Please look out for further communication. We are planning to transfer all our customers and use the new system during spring this year. Unfortunately, we cannot give customers an exact date, but we will let you know once your account has been transferred.

  6. Will my Smartcard work as normal? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Yes. There should be no affects to your Smartcard and it should work as normal. If you have any problems with your Smartcard, before during or after the transition, please contact us at contact@c2crail.net

  7. Will my ticket work as normal? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Yes. There should be no affects to your tickets and it should work as normal. If you have any problems, before during or after the transition, please contact us at contact@c2crail.net

  8. Can I continue to use the old system, once my account has been transferred to the new system? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    No. Once you have received an email to confirm you have been transferred, please use the new system.

  9. I have a Child Smartcard, what do I need to do? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you have a Child Smartcard that has tickets loaded onto it, we will be in touch with you directly. You may need to order a new Child Smartcard through the new system.

  10. I have a Student Smartcard, will that be affected? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Your Student Smartcard will work as normal, however you will need a new discount code. Your existing discount code won’t work in the new system. Once your account has been transferred we will email you with your new discount code.

  11. I have discount codes for my four free off-peak return tickets, will they be affected? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you are an annual season ticket holder and have been awarded four free off-peak return tickets, you will need new discount codes. Your existing codes won’t work once your account has been transferred to the new system. If you have any remaining free tickets, we will send you new discount codes via email.

     

     

  12. Why can't I top-up my Flexi-Season products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You will be unable to top-up a bundle of Flexi-Season tickets using the new website, if that original bundle of tickets were purchased using our old website.

    Once you purchase a new bundle of Flexi-Season tickets using the new website, you will be able to top-up as normal, by going to ‘My Tickets’, and clicking ‘More Details’.

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