c2c Delay Repay: How to claim compensation for late trains

c2c Delay Repay compensates passengers for delayed or cancelled services, refunding travellers a percentage of their ticket cost. Monetary compensation may be provided via bank transfer, cheque, cash refund, National Rail Travel Voucher or a donation to charity. Delay Repay is a national scheme, but the terms vary depending on the train operator. For instance, some companies offer compensation for delays that are at least 30 minutes.

c2c accepts claims for delays of 15 minutes or more, and provides Automatic Delay Repay on delays over two minutes for c2c Smartcard holders. You have 28 days from the date of travel to make the claim and will need to include proof of purchase.

The amount owed is calculated by finding the difference between the scheduled and actual arrival times. If there are any planned engineering works or service changes due to public holidays, etc., the amended timetables will be used to calculate the difference instead. Refunds can also vary based on the original ticket cost and ticket type.

You can send c2c a printed or digital claim form to receive compensation. Download and print a copy or pick one up at any c2c station and return the completed form and evidence to the Freepost address below:

c2c Customer Relations

FREEPOST ADM3968

Southend

SS1 1ZS

An easier way to make a claim, follow its progress and make an appeal is online. Open the dedicated c2c Delay Repay Form and click ‘Start a new claim’. Fill in your personal details, information on your journey, ticket details and how you’d like to be reimbursed. The page also includes frequently asked questions, should you need any help with the decision regarding your claim. You can also speak to c2c staff at the station, call 0345 744 4422 (open between 08:00 and 20:00 on weekdays and 09:00 and 16:00 on weekends and bank holidays) or fill in the contact form.

If you have a c2c Smartcard, you’ll be automatically repaid for delays of at least two minutes. Refunds are sent straight to your online account.

Note: All Delay Repay requests are processed by the relevant train operator, not Trip.com.

c2c offers Delay Repay compensation for trains that arrive at least 15 minutes behind schedule. The amount of compensation varies based on the length of the delay and ticket type. See the breakdown here:

Refunds for Season Tickets are determined according to the estimated number of journeys the Season Ticket is likely to be used for. Passengers therefore receive compensation for the proportionate cost of a single journey against the ticket price:

• Weekly Season Tickets: 1/10th of the ticket cost
• Monthly Season Tickets: 1/40th of the ticket cost
• Annual Season Tickets: 1/464th of the ticket cost

That means, if you bought a Weekly Season Ticket for £200 and a journey was delayed by 85 minutes, you’ll receive £20 for that journey (i.e., 100% of 200 divided by 10).

The Automatic Delay Repay compensation scheme for c2c Smartcard holders includes the tiers above. For delays between two and 14 minutes, passengers will get 3p per full-minute delay. For example, 36p will be credited to your c2c account for a 12-minute delay.

Most c2c Delay Repay claims are accepted, but there are a few common reasons why applications are denied:

• Your claim was submitted more than 28 days after your journey.
• There was insufficient proof of purchase to verify the claim.
• The evidence you provided was not valid for the journey you claimed.
• c2c did not identify a delay of 15 minutes or more.
• The delay was caused by an operator other than c2c.

If you still want clarification on whether you’re entitled to a refund and how to claim it, get in touch with c2c.

Can I appeal a c2c Delay Repay decision?

You can either appeal a rejected claim or the compensation awarded on your claim within one month of the decision. Open the c2c Delay Repay Form and click ‘Check my claim status’. To find your claim, enter your reference number (beginning with ‘c2c/DR’) and the same email address used when submitting the claim. c2c will look into your appeal and send you a further decision.

Delay Repay is a dedicated national scheme to compensate travellers who have used an operator’s service but arrived at least 15 minutes late. You must have completed your journey to claim c2c Delay Repay.

Passengers who weren’t able to travel on the c2c network or had to abandon their journeys because of disruptions may be eligible to claim a full refund. Refunds are claimed via the same platform or retailer from which you bought your ticket.

Here’s your checklist to make sure you have everything covered when making your claim:

• Are my journey details for the original journey booked? Information on the route you ended up taking due to the delay isn’t required for the c2c Delay Repay form.
• Were any engineering works planned on the day of travel? Tickets may not be eligible for a refund if planned works were the reason for journey times being amended.
• Does the form have any errors? Double-check the date, cost and other details so that c2c can easily check if you’re owed compensation.
• Do I have a high-resolution scan or photo of my tickets and passes? All relevant information must be legible for a successful claim.

On journeys operated by more than one company, complete and submit your form to the operator responsible for the initial delay.

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