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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.
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...
How much will I be repaid?
First, work out how long you were delayed for: If it was: 15 to 29 minutes, you’ll receive 25% of...
Based on my ticket type, how do you work out the compensation I’ll receive?
Single and Return tickets For a Single ticket, the cost of the ticket is the same as the cost of...
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...
How do I use an eVoucher?
If you have a c2c Smartcard you’ll get Automatic Delay Repay which shows as eVouchers credited to your c2c online...
Will I still receive compensation in the event that an emergency timetable is released?
Please note: in the instance that we release an emergency timetable, compensation will be based on that emergency timetable. In...
When am I eligible for Automatic Delay Repay?
There are four mandatory requirements to qualify for Automatic Delay Repay. They are: 1. That you’re a c2c Smartcard holder...
Where do I need to tap-in and tap-out?
In order to qualify for Automatic Delay Repay - and to determine which train you travelled on - it’s important...
What is an allocated train and an alternate train?
We determine which train you are most likely to have taken using the tap-in and tap-out times we have stored...
How much Automatic Delay Repay compensation will I receive?
The amount of compensation you receive under the Automatic Delay Repay scheme will depend on the length of delay and...
How will you know how long I was delayed?
We look at the time you tapped-in and tapped-out with your c2c Smartcard to determine which train you have travelled...
What if my train is cancelled?
If the train you intend to catch is cancelled before it reaches your origin station, the algorithm will use the...
What if I abandon my journey before boarding a train/part way through my journey?
The algorithm determines the train you travel on, based on your tap data. If you tap-in at your origin station...
What if I am unable to board a train at my origin station?
Under the current manual Delay Repay scheme, compensation is provided based on the delay to a passenger’s journey. If a...
When can I see my journeys, delays and compensation?
Visit the c2c Train Travel app for details of the train we believed you travelled on, any alternative services which...
How will the compensation be paid?
Compensation will automatically be credited to your c2c online account in the form of eVouchers. These can be redeemed against...
When will my compensation be paid?
As our system makes assumptions about which train you travelled on, we give you the option and time to select...
I use Oyster or contactless pay as you go for my travel; am I still eligible for Automatic Delay Repay?
No, we’re afraid not. As we do not have access to your journey information, the card holder's personal information or...
I was on a different train to the one you’ve allocated for my journey, how can I change it?
We determine which train you were likely to have taken, using the times that you tapped in and out of...
I made a journey, but the train is not showing on the c2c Train Travel app?
Initially, information can take up to 72 hours to show whilst it is collated. Beyond that - on the c2c...