All of our trains are fully air conditioned. If you have a problem, you can report it using our Feedback Centre.
Report an issue
Our clean, comfortable and air conditioned trains run between London and South Essex with journey times around one hour from Southend to Fenchurch Street.
From toilets onboard to Priority Seats for those less able to stand, and onboard WiFi for staying connected – we want everyone to enjoy their experience travelling with us. Here are some of the ways we work hard to make sure your journey with us is as comfortable as possible.
All of our trains are fully air conditioned. If you have a problem, you can report it using our Feedback Centre.
Report an issue
We work hard to ensure that the air conditioning works correctly on all of our trains. We’re sorry if you’ve found the carriage temperature to be uncomfortable. If you complete the feedback form then we’ll pass the details of the problem directly to our Fleet Team who will look into the problem as soon as possible.
The temperature on our class 357 trains is regulated by a set of independent carriage onboard computers. When the train is in service each carriage looks to reach and maintain a temperature of 21 degrees. However, when the train has been out of service the temperature may fluctuate by five degrees in either direction, depending on the temperature outside the train.
For example, if it’s cold outside then the carriage interior will be 5 degrees hotter, if it’s warm then it will be 5 degrees cooler. When the train comes back into service the system will look to address this to get back to 21 degrees.
There may also be occasions where the onboard systems fail, and we take steps to fix this where possible. Failing air conditioning may not be a fault in the air conditioning unit itself – it could be linked with how power feeds directly into the unit. There are two units that supply power to a carriage, one is the Primary power unit (essential systems) and the other Auxiliary unit (non essential systems), if the power draw on the Primary unit drops below a threshold it will take power from the Auxiliary system instead.
An engineer is based at Fenchurch Street whose role is to check the onboard systems and reset the system when a fault is found. Should this not rectify the issue then our Fleet Team will address it as soon as they can. Please be aware the onboard heating can take time to fix as the layout requires the removal of seats from the carriage.
If you experience a particular carriage has an issue, there can be a variance in temperature so changing where you sit may help. If not, changing carriages could be, where practical, a solution. Please report any faults in the form above and we’ll aim to get them fixed as soon as we can.
If you need assistance at our stations or getting on and off our trains you can book it through our Passenger Assist team.
If you’re looking to travel in peace and quiet look out for the carriages with the quiet zones stickers on them. One in four of our carriages are marked as a quiet zone and these politely ask customers to put their devices on silent, avoid phone calls, and keep conversations to a minimum so if you’re travelling in these carriages you can do so in peace and quiet.
We have toilets onboard all of our trains. There is generally at least one toilet every four carriages.
If you feel unwell whilst on a train, getting off at the next station will normally be the quickest way to get help from our station staff or an ambulance crew, if they have been called. Many of our staff are first aid trained so will be able to help you straight away or call an ambulance for you
Smoking, including electronic cigarettes, is not allowed at any c2c station or on any c2c train, except on station forecourts and in car parks.
You may take up to two dogs or other small domestic animals free of charge with you onto the train.
We are aware that sometimes beggars operate on our trains and we work closely with the British Transport Police as well as several local homeless charities to address this issue.
Any customer who encounters begging or any other anti-social behaviour can report it to the British Transport Police by texting 61016.
We also advise customers not to give beggars money directly, but instead to make a donation to our partner homelessness charities if they wish, like HARP Southend or the Whitechapel Mission in London.