Customer refunds during Coronavirus

Please complete this refund form with your Smartcard number and booking reference. We will process your refund. An admin fee may be charged.

Flexi Season tickets cannot be changed, and you must apply for a refund before the expiry date of the ticket to obtain a refund. An admin fee may be charged.

If you would like a refund of any remaining tickets on your Flexi, email contact@c2crail.co.uk with your Smartcard number and booking reference.

Please complete this refund form with your Smartcard number, booking reference and confirmation of last travel date. We will process a refund for the unused portion of your ticket.

In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

Please complete this refund form with your Smartcard number, booking reference and confirmation of last travel date. We will process your refund for the unused portion of your ticket. We also require a photo of your paper Goldcard cut in half, as per the example photos below, otherwise we will be unable to process your refund.

How we calculate your refund:

In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

Please complete this refund form with two photos of your ticket as described above. An admin fee may be charged.

The rail industry has introduced a temporary amendment to Advance ticket terms & conditions to help customers gain confidence travelling by rail again. From Monday 21 June 2021 until 30 September 2022, Advance tickets can be surrendered back, fee-free, to the original retailer for an eVoucher, for use purchasing a future ticket. Vouchers are valid for 12 months from the date of issue.

To apply for a voucher exchange on your Advance Ticket, please visit our contact us page and fill out the online form, attaching either a copy of your printed Advance Ticket, or if you haven’t printed your ticket, please include your order reference number.

Requests must be made, and can only be accepted, by 6pm the day before travel.

Please complete this refund form with two photos of your ticket as described above, and confirmation of your last travel date. We will process the appropriate refund.

In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

Please complete this refund form with two photos of your ticket as described above, and confirmation of your last travel date. We will process the appropriate refund.

How we calculate your refund:

In line with Department for Transport instructions we will continue to charge the usual £10 admin fee on all season ticket refunds.

• If you bought your ticket online, or paid for it at a station using a debit or credit card, in most cases we will be able to process the refund directly back to your card
• For a limited number of card purchases, depending on the ticket machine in use when you bought your ticket, and for all other methods of original payment, we cannot process refunds direct to your bank account in the current circumstances. Therefore you will have a choice:
  • You can choose receive an eVoucher to your online account straightaway. If you do not already have an online account, you can set one up and send us your account number. This eVoucher can be used on any future ticket purchase from the c2c website.
  • Alternatively we will email you a secure link which you can use to complete your bank details, and the refund will be paid directly into your bank account. This payment will only work if you enter the details exactly as listed on your bank card and the address that is listed with your bank.

Daily tickets – Unused Off-Peak or Anytime ticket are refundable and an admin fee may apply.

Weekly & Monthly tickets – You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled. All days that have expired are charged for, irrespective of whether or not you actually travelled that day.

Annual tickets – Season tickets are priced as multiples of weekly tickets, on a sliding scale up to an annual season ticket which is priced at 40 times a weekly ticket. Your refund will be calculated as the difference between the actual price paid for your ticket, and the price you would have paid for a season ticket ending on the surrender date.
To decide whether or not to refund your ticket, calculate how many weeks have passed between your ticket start date, and when you last used it to consider whether you would get better value by retaining your ticket rather than applying for a refund.
If this refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund.

You can use this season ticket refund calculator on the National Rail website to get an estimate of how much you’ll receive for a refund on any season ticket that is valid for longer than one month.

If your refund is less than £100, you can be refunded immediately by a c2c ticket office.

If your refund is for more than £100, or if you paid by warrant, the quickest way to receive your refund is to use our online form. Alternatively you can take the ticket to one of our ticket offices, but this process will be considerably slower as we cannot start processing your refund until the ticket reaches our refunds team.

When you submit the online form to request a refund, you will receive a ‘thank you’ confirmation on the webpage. This means your request has been sent and we have received it. You will not receive additional email confirmation at this stage.

If you paid for your ticket with a company cheque, we will email you once your refund has been processed. This email will include an encrypted link for you to enter the account details that the refund should be paid back to.

The refunds policy for all National Rail journeys is set out in the Conditions of Travel. All train operators are applying the same policies with regards to Coronavirus, which have been set by the Department for Transport.

Yes you can. Please see information on how to claim your along with your season ticket here.

If you have purchased parking for a c2c car park please contact NCP customer service team directly on 0345-0507080 for any refund requests. You can also use the NCP online contact us link: ncp.co.uk/help-centre/contact-us.

The government has announced that National Rail Travel Vouchers have been extended for passengers due to COVID-19 lockdowns. Vouchers which have expired or are due to expire between 20 October 2020 and 30 June 2021 will get an additional 6 months after their original expiry date to redeem them to recognise the fact that most passengers have been unable to use them during the second and third national lockdowns. Please contact our Customer Relations team for assistance with your vouchers.

c2c Customer Relations
Freepost ADM 3968
Southend-on-Sea
SS1 1ZS

Railcards are non-refundable and can’t be extended. Please check for the latest travel advice on nationalrail.co.uk/coronavirus.