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E-ticket FAQs
E-tickets, also known as barcode tickets, QR code tickets and m-tickets, allow you to download your tickets and store them on your phone, tablet or other portable device. They can additionally be printed out at home. The tickets comprise a large, scannable code which is presented to be scanned at ticket barriers.
Is automatic delay repay available for e-tickets like on Smartcards?
No, Automatic Delay Repay is only available for customers who have fulfilled their tickets to Smartcard. Delay Repay for e-ticket...
What is an e-ticket?
An e-ticket, also known as a QR code, is a ticket type which is valid for travel - in addition...
Are e-tickets available on all routes and for all ticket types?
E-tickets are available for most ticket types, including Anytime, Off-Peak and Advance tickets. Certain tickets, such as Rovers, may not be...
What happens if I forget to scan in or out of a station with my e-ticket?
There is no penalty for failing to scan your e-ticket (for example if the barriers at the station are open)....
When booking my trip today on your website, it asked me whether I wanted to (a) load it on to my smartcard, (b) use an e-ticket or (c) collect from station. Which should I select?
This really depends on whether you would like a digital/smart ticket or a physical paper one. The following information may...
Will I receive two QR codes for a ‘return’ trip?
Yes, you will receive a single QR code/e-ticket for each outbound and inbound leg of your trip, even if it...
I have an e-ticket, is this different from a barcode or QR code ticket?
No, they all refer to the same thing. Here at c2c we refer to them as e-tickets, however other train...
How does the e-ticketing system know it’s me who is travelling? Does it need to know?
Singles and Returns tickets do not require an individual named person but only one passenger can travel per QR code.
Do I need to provide proof of ID (including a picture) if purchasing an e-ticket?
No, Photo ID or Photocards are only required for Season tickets which are currently not available on e-ticket.
Can I buy e-tickets for other people (friends or family)?
Yes – e-tickets will be provided in multiple formats including PDF download, which can be shared with any relevant parties.
Can I purchase an e-ticket without having an account with c2c?
Guest checkout is available on our website, however by creating a c2c account you will gain access to exclusive offers...
I purchased an e-ticket which was delivered to my app and I have now lost my phone, what should I do?
Your ticket is available on your c2c account – you can log in from any device to find the e-ticket....
Can I only travel on c2c services with a c2c e-ticket?
E-tickets can be used across multiple train companies across Britain, however they are not available for travel on London Underground...
Can I purchase e-tickets for travel on c2c services from any other retail outlets?
Yes, if other retailers (such as other train companies or Trainline) offer e-ticket solutions on their apps/website. E-tickets are standardised...
Do c2c e-tickets work on London Underground services?
No, e-tickets are only available on c2c and other National Rail services. The majority of London Underground stations do not...
How close to my departure time can I purchase an e-ticket?
E-tickets can be purchased up to 5 minutes before the scheduled departure time of your train.
Where do I present my e-ticket?
Tickets can be presented at barcode scanners/validators at ticket barriers across the c2c and wider National Rail network. E-ticket scanners...
Can a revenue inspector or train guard request and validate my e-ticket when I’m on a service?
Yes, revenue inspectors and train guards carry devices capable of validating e-tickets.
I am unable to present my e-ticket as I do not have an internet signal or data on my device – what can I do?
It is your responsibility to ensure that you are able to present tickets when required, and failure to do so...
If purchasing an e-ticket in the c2c app, can I use Apple/Google Pay to complete the purchase?
E-tickets can be paid for using all ordinary payment methods, including Apple/Google Pay, credit/debit cards and PayPal.
What payment cards/options are accepted online and in app when purchasing an e-ticket?
All valid payment types are accepted for e-tickets.
I have a Railcard, can the discount this provides be used against an e-ticket purchase?
Yes - you will need to present your Railcard in addition to the e-ticket.
Can I use my loyalty reward points against e-ticket purchases?
Yes, however loyalty points can only be redeemed on c2c journeys only. Please note that loyalty points are currently only...
Does purchasing e-tickets online or in-app add towards my loyalty points?
No, Loyalty Points are currently provided for Smartcard purchases only.
I have a delay repay voucher; can I use this against an e-ticket purchase?
Yes, eVouchers from Delay Repay can be used. Rail Travel Vouchers can only be used in Station
Are c2c ticket prices the same whether I purchase as an e-ticket, from a ticket vending machine or use contactless pay as you go?
Yes, however certain discounts may only be available on specific ticket types (eg. child tickets can be purchased on e-ticket,...
What happens if I purchase an e-ticket well in advance of travel but then don’t make the trip due to a change in circumstance? Am I entitled to a refund?
E-ticket refund conditions are covered by the same terms as other types of ticket. Whether you are entitled to a...
Can I purchase an e-ticket for someone else and add it to their online account?
No, however you can share the PDF download of the e-ticket with them.
Can I purchase multiple e-tickets for the whole family in a single transaction?
Yes, there is no restriction on purchasing multiple e-tickets in one transaction.
Can more than one person travel on a single e-ticket?
No, e-tickets are only valid for a single traveller.
Can I purchase a family e-ticket?
No, while multiple tickets can be purchased at once, each passenger will need individual tickets.
Can I manage my e-ticket purchases online – am I able to change, edit, amend and/or cancel booked trips?
No, you will need to contact our Customer Relations team in order to make amendments to your journey.
Can I view my e-ticket purchase history online or in the app?
Yes, if you have a c2c account you will be able to view this in the Tickets section in your...
Can I purchase my weekly, monthly, annual or Flexi-season tickets as an e-ticket?
No, e-tickets on c2c services are currently only available for Single and Return tickets. For season tickets we recommend a...
Can I add London Underground (Travelcard) or extended travel to a c2c e-ticket?
No, you will need to use either a Smartcard or paper ticket for this.
What happens if my phone battery dies during my trip and I am unable to present my e-ticket at the barriers or to a revenue inspector?
It is your responsibility to ensure that you are able to present tickets when required, and failure to do so...
I requested that my e-ticket be sent to me by email and it hasn’t arrived. What can I do and who should I contact?
If you have not received your e-ticket by email and it is not present in your account, please contact customer...
I’ve just purchased an e-ticket for travel next week and realised I selected the wrong date/time. What should I do?
Please contact our Customer Relations team if you need to make amendments to your ticket.
When purchasing an e-ticket, am I able to state that I will need assistance at the station?
Yes, you will be able to request additional assistance during the booking process. Additionally, you can book passenger assistance separately...
I have a smartcard which I use for my daily travel on c2c, should I switch to e-tickets?
This is a personal preference. There are many advantages to both forms of ticket.