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13 December 2024

Dear customer, 

We are very sorry for the delays that you faced to your commute last night. 

This was due to overhead line issues which caused the pantograph to drop (apparatus on the roof of a train that collects power through contact with the overhead line) at Pitsea. As the train was unable to move this subsequently blocked the line, which meant trains were unable to run in the down direction to Shoeburyness.  

Once the line reopened, we ran as many services as possible, however a number of services were cancelled, because the trains and drivers operating them were displaced. 

c2c Managing Director Rob Mullen said: “I am very sorry our customers experienced a difficult journey home last night. 

“Our team worked diligently to resolve the issue as quickly as possible, but we regret significant delays still occurred.”

Compensation for delays 

If you were delayed, you will be eligible for compensation for each journey. Find out more about the different tiers of compensation we offer based on the length of your delay here. 

  • c2c smartcard users: If you tapped your Smartcard at both ends of your journey, you will receive automatic compensation. However, we recommend you check your online account to ensure our automatic payments reflect the actual delay to your journey, especially if you delayed tapping your card in at the start of the journey. If you feel your delay is not fully reflected, you can use your online account to correct the automatic system. Alternatively, you can submit a manual claim on this occasion. 
  • Paper ticket holders, Oyster and contactless card users: Please fill out your details on this online delay repay form to claim your compensation. 

 

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