14 February 2024 •
We became aware last week that a number of customers were experiencing problems when loading certain travel tickets to their Smartcards via both the c2c website and app. Following an urgent review of all our Smartcard products and supporting digital infrastructure, our technical suppliers identified the issue – which only applies to Peak and Off-Peak Return tickets and Day Travelcards – and are urgently working to resolve the issue.
Although we had hoped that the issue affecting return tickets and Day Travelcards (loading them to Smartcards) would be resolved within approximately one week, due to some unforeseen technical challenges these digital ticketing products remain unavailable for customers to purchase (on Smartcard) for the time being, and we hope to be in a position to provide a further update early next week. We would again like to apologise for any inconvenience this may cause to customers. 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 contact@c2crail.co.uk 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.