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I have not travelled
If you have an Unused Daily Smartcard, Uncollected paper or e-ticket ticket please use our Online Refund form. Please remember to attach your booking confirmation email to your application.
If you have an Unused Collected paper ticket, please post this back to us at “FREEPOST c2c CUSTOMER RELATIONS” with a covering letter or in one of station Comments and Complaints forms.
If you have been affected by disruption and have decided not to use your Daily Smartcard, Uncollected paper or e-ticket please use our Online Refund form. Please remember to attach your booking confirmation email to your application and click Disruption.
If you have an Unused Collected paper ticket, please post this back to us. (see above)
For other ticket types:
- Contactless Pay as You Go- If your problem is related to payments, unexpected charges, or refunds, please contact Transport for London (TfL) who process all pay as you go with contactless payments on: https://contactless.tfl.gov.uk/
- For unused tickets not purchased from c2c (such as other train operators or websites such as Trainline), please contact the original retailer of the ticket for a refund regardless of the reason for non-use of the ticket.
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I have travelled
If you have been affected by disruption on your journey with us and been delayed by more than 15 minutes you can claim compensation through our Delay Repay scheme. If you travel using a c2c Smartcard, you can choose to be automatically repaid for delays of two minutes or more. If you travel using Contactless Pay as You Go and your journey is delayed, you can apply for Delay Repay by providing us with a statement of your journey from Transport for London (TfL).
- Access up to 7 days of journey history from the TfL website.
- For more than 7 days of journey history, set up a TfL account.
If you need to contact us in relation to a used ticket, please contact us here.
If you have travelled and been affected by disruption on another train operator, please visit your train company’s website to find out more about Delay Repay and compensation.
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Season Ticket refunds
Any refund is calculated from the date the Season ticket refund application was made and will be the difference between the price you paid and the cost of travel for the period. All season ticket refunds are subject to an administration fee of £10.00.
Paper season tickets need to be surrendered at the station on the day they are no longer needed.
Smartcard Season tickets can be submitted online or at the station on the day they are no longer required. Please fill out our refund form available here.
You are unable to claim for an intermediate period of non-use for your season ticket and we are unable to extend the end date of a Season ticket. We may allow, for example, in cases of illness, the refund to be backdated if you produce suitable documentary evidence for a period before you hand in your ticket, provided that you have not started travelling again using your Season ticket since your illness. Please email contact@c2crail.co.uk with these requests.
If you have been affected by disruption
If you have been affected by disruption on your journey with us and been delayed by more than 15 minutes you can claim compensation through our Delay Repay scheme (see “I have travelled” option above).
Important Information
- If you purchase any Ticket(s) and then choose not to travel, you may apply for a refund from the original retailer, unless the terms and conditions of your Ticket(s) state otherwise. You must do this no more than 28 days after the expiry of the Ticket
- Daily ticket refunds where the reason for non-use is not due to disruption on our services are subject to a £5.00 administration fee.
- All season ticket refunds are subject to an administration fee of £10.00.
- Advance fares are non-refundable (Advance tickets are distinct from c2c’s Online Advance Discount and refer to limited-availability tickets available for travel with some train companies).