c2c | c2c Ticket Office Consultation

c2c Ticket Office Consultation

Between Wednesday 5th July and Friday 1 September 2023, passengers were invited to comment to transport watchdogs Transport Focus and London TravelWatch on proposals on proposals made by rail operators about how tickets are sold and to improve customer service.

We are now working with both watchdogs to review your feedback and will keep you updated on next steps. We would like to thank you for taking part. The rest of this page contains information from during the local public consultation period.

Ticket office consultation

c2c is proposing changes to the way it sells tickets and provides customer service at its stations.

This proposal forms part of plans to modernise the railway and bring it more in line with modern consumer expectations. It reflects significantly reduced usage of ticket offices over the past decade as customers move to alternative, more convenient ways of buying tickets.

All 25 c2c ticket offices are at risk of closure except Fenchurch Street, Benfleet, Basildon, Grays and Southend Central. These will remain open with a change in opening hours.

We will continue to meet all our commitments on providing accessibility for passengers, including passengers with reduced mobility and people requiring in-person assistance. Full details on how we will provide this can be found by following the links below.

Under the National Rail Ticketing and Settlement Agreement, train companies must consult passenger transport watchdogs London TravelWatch or Transport Focus when they are proposing to close ticket offices or make changes to ticket office opening hours at their stations.

Physical copies of this information can also be obtained on request by phoning 0345 744 4422.

Lines are open:

0800 – 2000 Monday to Friday
0900 – 1600 on weekends and Bank Holidays.

Independent passenger watchdogs Transport Focus and London TravelWatch facilitated the consultation, which closed on Friday 1st September 2023.

Find out more about the consultation from the Rail Delivery Group here

Where you will be able to purchase c2c products?

Product	Online at c2c-online.co.uk	In-station ticket vending machines	c2c Retained ticket offices*
Walk Up Singles & Returns^{1 2 4}	Yes	Yes	Yes
Season Weekly⁴	Yes	Yes	Yes
Season Monthly⁴	Yes	Yes	Yes
Season Annual⁴	Yes	No	Yes
Season Custom⁴	Yes	No	Yes
Rovers and Rangers³	Yes	Yes	Yes
Excesses	No	No	Yes
Railcard Discounts ^{2 4}	Yes	Yes	Yes
Railcard Sales	No	No	Yes
Refunds	No	No	Yes
Flexi Season ⁴	Yes	No	No
c2c Group Save⁴	Yes	Yes	Yes
Kids for £2⁴	Yes	Yes	Yes
Family Travelcard⁴	Coming soon	Coming soon	Yes
Oyster Top Up (Available in Oyster only Areas)	No	Yes	No
Cash Payment	No	Yes	Yes
* c2c will retain ticket offices at Fenchurch Street, Basildon, Benfleet, Grays and Southend Central. Ticket office staff will be moving to other station areas, where they are better-placed to help customers buy tickets, provide expert travel advice, information and assistance for customers. This is referred to as floor-walking Travel by contactless payment cards will be enabled on the c2c route for full fare adult customers. This is planned to complete before any ticket office closures. Barcode technology will be enabled on the c2c route for selected products. This is planned to complete before any ticket office closures c2c Senior Rover only. All other Rovers and Rangers are not available online or at ticket machines These tickets are available to be purchased online for use on the c2c smartcard

Proposed ticketing hours

Monday-Friday

Station	Current Ticket Office Hours	Proposed Ticket Office Hours	Proposed Floorwalker* Hours
Barking	05:15 – 23:00	Closed	05:00 – 20:00
Basildon	05:15 – 21:00	06:00 – 20:00	06:00 – 20:00
Benfleet	05:15 – 21:30	05:00 – 20:00	05:00 – 20:00
Chafford Hundred	06:00 – 18:30	Closed	06:00 – 13:00
Chalkwell	05:15 – 19:45	Closed	05:00 – 20:00
Dagenham Dock	06:10 – 09:45	Closed	Closed
East Tilbury	06:15 – 10:45	Closed	Closed
Fenchurch Street	06:15 – 20:30	06:00 – 22:30	06:00 – 22:30
Grays	05:30 – 19:00	06:00 – 19:30	06:00 – 19:30
Laindon	05:15 – 20:30	Closed	06:00 – 20:00
Leigh on Sea	05:15 – 20:00	Closed	05:00 – 20:00
Limehouse	07:00 – 10:45 15:45 – 18:15	Closed	Closed
Ockendon	06:30 – 10:00	Closed	Closed
Pitsea	05:15 – 20:00	Closed	06:00 – 20:00
Purfleet	06:15 – 09:45	Closed	Closed
Rainham	06:15 – 09:45	Closed	Closed
Shoeburyness	06:15 – 12:30	Closed	04:00 – 22:00
Southend Central	05:45 – 18:45	06:00 – 20:00	06:00 – 20:00
Southend East	05:15 – 18:00	Closed	05:00 – 20:00
Stanford-le-Hope	05:30 – 19:15	Closed	06:00 – 20:00
Thorpe Bay	05:30 – 17:15	Closed	06:00 – 13:00
Tilbury Town	05:30 – 19:15	Closed	04:45 – 19:00
Upminster	05:30 – 20:15	Closed	06:00 – 20:00
West Horndon	06:15 – 10:30	Closed	Closed
Westcliff	05:45 – 16:45	Closed	05:00 – 20:00

* Ticket office staff will be moving to other station areas, where they are better placed to help customers buy tickets, provide

Saturday

Station	Current Ticket Office Hours	Proposed Ticket Office Hours	Proposed Floorwalker* Hours
Barking	05:15 – 22:45	Closed	06:00 – 20:00
Basildon	05:15 – 21:45	07:00 – 20:00	07:00 – 20:00
Benfleet	05:15 – 21:45	06:30 – 19:30	06:30 – 19:30
Chafford Hundred	08:45 – 18:30	Closed	08:00 – 15:00
Chalkwell	06:45 – 16:15	Closed	08:00 – 15:00
Dagenham Dock	Closed	Closed	Closed
East Tilbury	07:30 – 13:15	Closed	Closed
Fenchurch Street	06:45 – 19:30	07:00 – 22:00	07:00 – 22:00
Grays	07:00 – 19:00	08:30 – 15:30	08:30 – 15:30
Laindon	06:15 – 20:45	Closed	07:00 – 20:00
Leigh on Sea	06:15 – 20:00	Closed	07:00 – 21:00
Limehouse	08:45 – 12:45	Closed	Closed
Ockendon	09:00 – 13:30	Closed	Closed
Pitsea	06:15 – 20:00	Closed	08:30 – 16:30
Purfleet	Closed	Closed	Closed
Rainham	Closed	Closed	Closed
Shoeburyness	08:30 – 17:15	Closed	06:00 – 16:00
Southend Central	06:30 – 21:00	07:00 – 21:00	07:00 – 21:00
Southend East	06:30 – 15:30	Closed	04:15 – 16:00
Stanford-le-Hope	06:30 – 19:15	Closed	07:00 – 20:00
Thorpe Bay	07:00 – 15:15	Closed	06:00 – 15:00
Tilbury Town	06:15 – 19:30	Closed	08:30 – 15:30
Upminster	06:15 – 20:15	Closed	06:00 – 20:00
West Horndon	08:30 – 14:45	Closed	Closed
Westcliff	07:00 – 15:15	Closed	06:00 – 14:00

* Ticket office staff will be moving to other station areas, where they are better placed to help customers buy tickets, provide

Sunday

Station	Current Ticket Office Hours	Proposed Ticket Office Hours	Proposed Floorwalker* Hours
Barking	06:15 – 23:00	Closed	06:00 – 20:00
Basildon	06:15 – 20:45	07:00 – 19:00	07:00 – 19:00
Benfleet	06:15 – 21:15	06:30 – 19:30	06:30 – 19:30
Chafford Hundred	09:00 – 14:45	Closed	10:00 – 17:00
Chalkwell	07:45 – 15:30	Closed	08:00 – 15:00
Dagenham Dock	Closed	Closed	Closed
East Tilbury	Closed	Closed	Closed
Fenchurch Street	08:30 – 17:00	09:00 – 16:00	09:00 – 16:00
Grays	08:15 – 18:00	08:30 – 15:30	08:30 – 15:30
Laindon	07:15 – 21:00	Closed	10:30 – 17:30
Leigh on Sea	07:15 – 19:30	Closed	07:00 – 20:00
Limehouse	Closed	Closed	Closed
Ockendon	Closed	Closed	Closed
Pitsea	06:45 – 20:45	Closed	08:30 – 16:30
Purfleet	Closed	Closed	Closed
Rainham	Closed	Closed	Closed
Shoeburyness	08:45 – 14:30	Closed	06:00 – 15:00
Southend Central	07:30 – 19:00	06:00 – 21:00	06:00 – 21:00
Southend East	08:00 – 15:15	Closed	05:30 – 16:00
Stanford-le-Hope	08:15 – 16:00	Closed	08:30 – 15:30
Thorpe Bay	08:00 – 15:45	Closed	06:00 – 15:00
Tilbury Town	08:15 – 16:15	Closed	08:30 – 15:30
Upminster	06:45 – 20:00	Closed	Closed
West Horndon	Closed	Closed	Closed
Westcliff	07:30 – 15:00	Closed	07:00 – 14:00

* Ticket office staff will be moving to other station areas, where they are better placed to help customers buy tickets, provide

Accessibility impact assessments

We have published our Equality Impact Assessment for both the overarching proposal and for individual stations, explaining the impacts and proposed mitigations for passengers with additional accessibility requirements: