When can I claim compensation for delays to c2c services?

If your journey with us has been delayed by more than 15 minutes, you can claim compensation through our Delay Repay claim form. The payback you’ll receive will depend on the type of ticket you hold and the length of time you were delayed. You can receive your compensation in one of four ways: by cheque, by credit or debit card, via a National Rail Travel Voucher or in cash (by choosing National Rail Travel Voucher and exchanging it for cash at a c2c ticket office).

How much will I be repaid?

If you were delayed by 15 to 29 minutes, you’ll receive 25% of the cost of a Single journey. If you were delayed by 30 to 59 minutes, you’ll get half of the cost of a Single journey. If you were delayed by 60 to 119 minutes, you’re entitled to a full refund of the cost of a Single journey. If you were delayed by 120 minutes delay or longer, you’ll receive a full refund of the cost of a Return journey.

Based on my ticket type, how do you work out the compensation I’ll receive?

For a Single ticket, the cost of the ticket is the same as the cost of the journey. We work out the cost per journey of a Return ticket as half of the total ticket cost. If you have a Season ticket, we’ll work out the journey cost, as the ticket cost divided by the average number of working days. This will give us a daily rate of travel, which will then divide by two. Fot weekly tickets, we’ll divide the cost of the ticket by five working days to get the daily rate of travel. We’ll then divide this figure by two to get the cost of the journey – in simpler terms, your repayment will be the cost of the ticket divided by 10. For monthly tickets, we’ll divide the cost of the ticket by 20 working days. This will give us the daily rate of travel, before we divide this figure by two to achieve the cost of the journey. In simpler terms, the cost of your ticket is divided by 40. For annual tickets, we’ll divide the cost of the ticket by 232 working days (to get the daily rate of travel), before dividing it by two, to achieve the cost price of the journey. In simpler terms, the cost of the ticket will be divided by 464. For Season tickets with other lengths of validity, we work out the number of working days (based on five in a full week) to achieve the journey cost, as above.

How does Automatic Delay Repay work for Smartcard tickets?

If you travel using a c2c Smartcard, you can choose to be automatically repaid for delays of two minutes or more.

c2c | Help & contact | Help centre | Compensation FAQs

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Compensation FAQs

If you have been delayed on your journey with us by more than 15 minutes you can claim compensation through our Delay Repay scheme. The amount you receive will depend on the type of ticket you have and the length of time that you were delayed.

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