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Tickets FAQs
What is a Canvey Card?
Canvey Cards are a cost-effective way of travelling between Southend and Canvey Island, and include unlimited travel on rail services...
What is a boundary fare?
If you already hold a Travelcard for any zonal combination, then you are permitted to use any services within those...
What travel restrictions are there on my Railcard?
Generally, all Railcards can be used for discounted train fares during Off-Peak times, weekends, and public holidays. Some, like the...
When is my Railcard valid?
Please note that the terms and conditions of use for individual Railcards and Rover tickets have not changed following the...
I’m travelling with a group; is there a discount?
If you’re travelling in a group of 10 or more you can book your journey directly through our Group Bookings...
Adding a London Travelcard to a daily ticket
Travelcards allow you to travel to London and enjoy unlimited travel throughout London on National Rail, London Underground, Docklands Light...
Adding a London Travelcard to a season ticket
Travelcards allow you to travel to London and enjoy unlimited travel throughout London on National Rail, London Underground, Docklands Light...
Buying single or return tickets to/from London Underground destinations
If you’re travelling to a London Underground station that does not share a connection with a UK rail station then...
What is a London Terminal?
London Terminals are a group of mainline rail stations in central London. Journeys into London via rail usually end at...
What benefits do I get from a Season ticket?
If you’re making the same journey regularly, you are likely to save both money and time by buying a Season...
What is an Annual Gold Card and how do I get one?
Available free only with an Annual Season ticket, an Annual Gold Card offers a host of great discounts, including: • 1/3...
GroupSave terms and conditions
You can find the full terms and conditions for the GroupSave ticket here.
Online advance discount terms and conditions
You can find the full terms and conditions for the online advance discount here.
Family Travelcard terms and conditions
You can find the full terms and conditions for the Family Travelcard ticket here.
Can I reserve a seat?
We do not offer seat reservations on our services. Seats are on a first come first served basis. Tickets are...
Senior Rover terms and conditions
You can find the full terms and conditions for the Senior Rover ticket here.
How to use an e-ticket on other train operators
Please note that e-tickets are not available for travel on the c2c route. However, we do sell these for travel...
I want to buy a Season ticket on a paper ticket, how do I do this?
Any type of Season ticket can be purchased onto paper at one of our stations. If you are buying a...
Do I have to use a Smartcard to buy a Season ticket online?
Yes. For all Season tickets purchased online, you will need a Smartcard. It has never been easier to order a Smartcard.
What do I do if I have lost my Season ticket – or if it’s faulty or has been stolen?
If your Season ticket is lost, damaged or illegible – or if it no longer operates at ticket barriers –...
When do I qualify for a refund on my Season ticket?
If you do not have your Season ticket with you when you travel, you must buy a ticket for your...
When and where is my Season ticket valid?
You can use your Season ticket up to and including its expiry date for any number of journeys between the...
What should I do if I forget my Season ticket?
If you do not have your Season ticket with you when you travel, you must buy a ticket for your...
Can someone else use my Season ticket?
We’re afraid you can’t transfer your Season ticket to another person; you will be required to travel with your photocard...
How do I get a refund?
If you wish to claim a refund from c2c, please use our form to request a refund online. If you are...
If there is a queue at the ticket office, can I still board the train without a valid ticket?
No, it is your responsibility to allow yourself enough time to purchase a ticket before travelling with c2c. Automatic self-service...
How do penalty fares work?
c2c, along with many other train operating companies, operates a Penalty Fares scheme on its services. This means that if...
Season Ticket FAQs
This information is designed to help you get the most from your Season ticket. It does not affect your statutory...
When and where is my Travelcard Season Ticket valid?
Travelcard Season Tickets allow unlimited travel at any time of day on National Rail, London Underground, Docklands Light Railway, Croydon...
What is a photocard and why do I need one?
You’ll need a photocard (as a form of ID) to buy and travel with a Season ticket. These are issued...
I’m moving house or changing jobs and will be travelling from a different station, can I change my Season Ticket?
If you move house or change your place of work, you may apply to exchange any Season ticket - as...
I no longer need my Weekly or Monthly Season ticket; will I receive a refund?
If you stop travelling and no longer need your Season Ticket, you can hand it to the ticket office where...
My ill-health has meant I haven’t been able to use my Season ticket, can I get a refund?
If you have not been able to use your Season ticket because you were ill and unable to apply for...
I haven’t had to use my Season ticket for a while; can I get a refund for the time I didn’t need it?
You are unable to claim for an intermediate period of non-use for your season ticket and we are unale to...
What happens if I forget my Railcard for my journey?
We’re sorry but in the instance that you neglect to bring your Railcard with you, you’ll be liable for a...
What kind of travel is not covered by my Season ticket?
If your Season ticket has expired, it will not cover your journey in full. If it has been left behind,...
I am waiting for a replacement Season ticket; can I travel before I receive it?
You will not be able to travel without a valid ticket. However, we will refund (with no administration charge) the...
How can I apply for a refund or cancel my ticket?
Our refunds process If, during times of disruption on the lines or in or around the station, you decide not...
What are the Season ticket administration charges?
Refunds - Not more than £10 Duplicates for lost or stolen tickets - £20 Issue of replacement photocard including new...
What should I do if I’ve received two identical sets of tickets?
If you booked just one set of tickets and you have received two, please check your bookings in tickets.c2c-online.co.uk under...
If I forgot to carry my Railcard, can I claim a refund on the excess payment?
You will not be entitled to a refund of this charge, even if you can provide a copy of the...
How long do I have to make a claim for a refund?
Refunds must be claimed within 28 days of the expiry date on your ticket. The expiry date will depend entirely...
The self-service ticket machine isn’t working or I can’t collect my ticket; how I can get a ticket?
Discovered a faulty c2c self-service ticket machine? Please make the fault known to a member of station or ticket office...
How many tickets will the self-service ticket machine eject when I go to collect my ticket(s)?
Depending on which ticket you have purchased, the machine may give you several separate paper ticket coupons, including a receipt....
How can I collect my tickets if the card I used for booking online has been lost, stolen or damaged?
If the card you purchased your tickets is lost or has been stolen or damaged, please take your email confirmation,...
How soon can I collect my tickets from a self-service ticket machine?
Tickets will be ready for collection two hours from the time printed on your email confirmation.
Can I collect my tickets from any self-service ticket machine?
You can collect your ticket from any self-service ticket machine on the c2c route. Please carry the debit/credit card you...
Which stations have self-service ticket machines?
You'll be pleased to know that all c2c stations have self-service ticket machines.
The machine won’t recognise my ticket collection reference; what do I do?
Double check you have keyed your ticket collection reference number in correctly. Make sure you're also using the same payment...
How do I collect my tickets from a self-service ticket machine?
To collect your tickets from a self-service ticket machine, you will need: The physical credit card or debit card you...
What do I do if I have a query regarding my Annual Season ticket?
If you have any questions regarding the purchase or delivery of your Annual Season ticket(s), please call our friendly customer...
At what age can children travel on your trains unaccompanied by an adult?
c2c can’t take any responsibility for children travelling alone and we will not allow any child under the age of...
I need help with a booking I have made with c2c; who do I contact?
Get in touch with our Customer Relations team if you’d like to make a complaint about any aspect of our...
How do I change my ticket and will I be charged more?
Changing the time or date of travel depends on the ticket type you purchased. Take a look below for details...
What happens if I purchase a ticket for travel with another train operator and my train is delayed?
c2c is an impartial retailer and sells train tickets on behalf of all train operators. If you were delayed on...
Why can I see two tickets with the same name but different prices?
On some journeys, two or more possible routes exist (for example: one via London and one avoiding London). In this...
Is it possible to purchase a ticket for someone else?
Train tickets can be used by anyone, even if your ticket displays the name of the traveller or person who...
What TfL services is my ticket valid on?
Tickets that include travel on the TfL network are valid for travel on: The Tube, Buses, Docklands Light Railway (DLR),...
Do I get a receipt for the tickets I purchased?
Yes, if your tickets are being delivered by post, a receipt will be enclosed with them. If collecting from a...
What should I do if I don’t receive my tickets?
If you have not received your rail tickets and it's been four business days since you ordered them, please contact...
What ticket delivery options are available?
Delivery options available are based on your postcode and how far in advance you book. Smartcard (free) - you can...
What is an Open Return ticket?
Open Returns are designed for optimum flexibility on your part, as you don’t need to specify the time and date...
Where can I buy my train ticket?
ADVANCE - Booked up until the day before travel, via the ticket office, online, or from our self-service ticket machines...
Class of ticket offered?
We don't offer First class tickets on c2c trains - Standard only. We retail tickets for rail travel on any...
Are Single and Return tickets available on these ticket types?
ADVANCE - Single only (combine 2 singles for a return trip) ANYTIME - Yes OFF-PEAK - Yes SUPER OFF-PEAK -...
When can I use this ticket?
ADVANCE - Must travel on date and time specified on ticket. ANYTIME - Outward journey must be on the date...
What trains can I use this ticket on?
ADVANCE - On the train specified on ticket ANYTIME - Any train on the permitted route OFF-PEAK - Any off-peak...
Is the ticket refundable?
ADVANCE - No ANYTIME - Yes (minus £5 admin fee for any ticket over £5 - tickets under £5 are...
Can the date/time of ticket be changed?
ADVANCE - Yes (minus admin fee) ANYTIME - Yes (minus admin fee) OFF-PEAK - Yes (minus admin fee) SUPER OFF-PEAK...
Discounts
ADVANCE - Yes - child and railcard ANYTIME - Yes - child and railcard OFF-PEAK - Yes - child and...
What is an Anytime ticket?
With an Anytime ticket, you can travel on any train for the date(s) shown on your ticket, including the weekday...
What are Off Peak tickets?
With an Off Peak ticket on c2c services, you can travel on any Off Peak train for the date(s) shown...
What are Super Off Peak tickets?
Super Off-Peak tickets are valid on Saturdays, Sundays or Bank Holidays, and often have more restrictions than standard Off-Peak tickets....
Advance tickets
Buy in advance, subject to availability - These are Single (one-way) fares offering great value for money on many longer...
What if nobody was in to sign for the special delivery tickets?
If you’ve left us a contact number, we will try to contact you to arrange delivery. If we are unable...
During what times are Off-Peak and Super Off-Peak tickets valid?
Although Off-Peak and Super Off-Peak times will vary - by both the train operator and route - the times generally...
What happens if I don’t have my ticket or Smartcard with me?
You must carry your valid Smartcard, mobile or paper ticket when travelling. If you do not have your ticket when...
What do you offer in terms of child fares?
Children under five travel free of charge. For children aged 5 - 15, there is a 50% discount on fares,...
Do I have enough time to transfer between trains?
We only display tickets with estimated transfer times already taken into consideration. The times we use are based on recommendations...
What kind of perks am I entitled to with a London Day Travelcard?
London Day TravelCards can’t be booked independently, but will be offered as an add-on to any journey that terminates at...
At what times can I use the Peak and Off-Peak Day Travelcards?
The Day Travelcard (peak) can be used all day, Monday to Friday, on the day of validity and for any...
I wish to travel to London airports; how do I find tickets on the website?
Heathrow Airport To purchase tickets for the Heathrow Express, you’ll need to enter the following information during the booking process...
What is the best way to travel between stations in London?
To find out the best way to travel between stations in London, please visit www.tfl.gov.uk. From there, you can plan...
At what age do my children need to be before I have to purchase a Travelcard for them to travel in London?
Children under 11 years of age can travel free during off-peak hours within the London Travelcard area (Monday to Fridays...
How do I book tickets to London Thameslink stations?
London Thameslink stations include St Pancras International, Farringdon, City Thameslink, London Blackfriars, London Bridge and Elephant & Castle, all of...
What time does the Underground open and close?
To confirm the opening times of underground stations - which can change periodically - please visit the Transport for London...
Which address should I enter as my billing one?
When booking tickets on the c2c website, you will be prompted to enter your billing address. If you’re wondering which...
Can I book train tickets from outside the UK?
If you’re booking tickets from abroad, you can register with us online using your overseas address. We’ll then ensure your...
Why won’t the c2c site recognise my UK address?
This could be for the simple reason that your postcode is not yet registered with the Royal Mail address database....
What’s Mastercard SecureCode?
Mastercard SecureCode is an additional security measure introduced by Mastercard and in association with some card issuers. It’s been put...
What’s Verified by Visa?
Verified by Visa is an additional security measure introduced by Visa, in association with some card issuers. We’ve chosen to...
I need help making a booking online; who do I contact?
Please contact our web support team on 0345 744 4422, selecting option five. We will then assist you in making...
Which debit/credit cards do you accept?
Online bookings We accept Visa Credit, Visa Debit, Visa Electron, MasterCard, American Express and Maestro cards. Our booking systems cannot...
Does the ticket price quoted include all travellers?
The ticket prices displayed throughout the booking pages is the total cost for the number of travellers you entered before...
Why has my credit/debit card been rejected?
There are a number of reasons your payment request may have been rejected. Please check out the bullet-pointed list below,...
Can you quote a ticket price by email?
Due to ever-changing live updates on train times and ticket availability, we cannot offer you a quote by email. Please...
Can I buy a train ticket for someone else?
Train tickets can be used by anyone, even if your ticket features the name of the traveller or the person...
Where can I find my ticket collection reference?
When you buy tickets for collection online, you'll receive a ticket collection reference. You can find this on your booking...
Can I pay by company cheque?
Of course! Business cheques should be made payable to ‘Trenitalia c2c Limited’ (excluding those where the signatory is ‘Trading As’,...
Can I pay by business cheque or warrant with no pre-printed company logo and address on the cheque – just the logo of the bank?
That’s fine, but make sure you: attach a piece of original, headed paper to the cheque which is applicable to...
Can I pay by personal cheque?
Unfortunately, we no longer accept personal cheques or ‘Trading As’ cheques.
Which credit or debit cards do you accept for payment?
Our ticket office staff and ticket vending machines (TVMs) accept payment via MasterCard, Visa, American Express and Delta cards.
Can I use Solo or Electron card payments at your ticket vending machines?
We’re sorry; Solo or Electron card payments are not accepted.
Can I pay for tickets using Rail Travel Vouchers?
You’ll be pleased to learn that Rail Travel Vouchers are an accepted method of payment.
What if I’ve purchased a discounted ticket with a Railcard, but can’t produce the Railcard on the actual journey?
We’re sorry but in the instance that you neglect to bring your Railcard with you, you’ll be liable for a...
What if I discover that I’ve forgotten my Season ticket and/or photocard once I’ve boarded the train?
Our friendly, on-train staff will issue you with a Left Season form for your journey. This form must be forwarded...
What should I do if I forget my Season ticket and/or photocard?
Before travelling, you should purchase a Daily ticket to cover your journey. You may subsequently apply for a refund on...
What if I travel beyond my usual destination?
It is your responsibility to purchase any additional tickets that you require to make your original ticket valid for your...
What if I want to buy a Season ticket and the ticket office is closed?
Provided that you have a Photocard, you can purchase a Weekly Season ticket from the automatic self-service ticket machines. If,...
How much is the penalty fare I will be charged?
If you board a train without a ticket valid for your entire journey, you may be liable to pay a...
Who is authorised to charge a penalty fare?
Any member of staff who has been trained as an Authorized Collector and is carrying an Authorized Collector’s ID badge...
What if I can’t pay the full amount of the penalty fare on the spot?
You do not have to pay the entire penalty fare immediately. You are required by law to provide your full...
What methods of payment can I use to pay a penalty fare?
You can use cash or credit/debit card to pay for a Penalty Fare.
Can I put Kids for £2 on a Child Smartcard?
Yes, you can purchase Kids for £2 tickets and load them onto a Smartcard. You can even buy these tickets...
Is there a right of appeal against a penalty fare – and if I don’t have a ticket, will I automatically have to pay a penalty fare?
You have 21 days to appeal (from the date following the date of issue) against the Penalty Fare charged by...
Kids for £2 terms and conditions
You can find the full terms and conditions for the Kids for £2 ticket here.
If I’m in a rush, can I buy my ticket on the train or at my destination?
No. If you board a c2c train without a valid ticket, you may be liable to a penalty fare. While...
How and where can I use National Rail travel vouchers?
Your rail travel vouchers are valid for a year and can be used to purchase tickets for travel with any...
What is an Oyster card?
An Oyster card is a plastic Smartcard; the size of a credit card, it has the ability to hold a...