Our Passenger\u2019s Charter is our commitment to you. It is your guide to the service that you can expect to receive when you travel with c2c, our commitments to improvement, and how we will make amends when things go wrong.<\/p>\n
Or if you\u2019d like us to send you one simply ring our Customer Relations team on 03457 444 422 (option 6).<\/p>\n
Our Passenger\u2019s Charter sets out the eight promises that we make to our customers:<\/p>\n
We understand how important it is for you that our trains run on time, and are always working to improve punctuality. We also know how important it is that we\u2019re honest in letting you know how we\u2019re performing. In the past we have used the standard practice for commuter railways of reporting trains \u2018on time\u2019 if they arrive within five minutes of schedule. However, we provide a personalised report to customers registered with the c2c Train Travel app, showing the proportion of journeys you made which arrived within 60 seconds of schedule.<\/p>\n
We\u2019re committed to selling you the right ticket for your journey at the best available price. We will make buying a ticket from us as easy as possible by providing staff or ticket machines at your stations, a clear and user-friendly ticket-buying experience that guides you to the best ticket for your journey, and by providing a similar range of tickets however you buy them, whether that\u2019s from our ticket offices, ticket machines or online (except for promotions, special offers etc).<\/p>\n
We strive to deliver a service that you can rely on, but if we do let you down we will compensate you for delays. We operate a Delay Repay scheme so that you can claim compensation if you have suffered a delay of more than 15 minutes (see the Passenger\u2019s Charter to find out the level of compensation you will be entitled to). Additionally, if you have a c2c Smartcard and are registered with the c2c Train Travel app, we will automatically compensate you for any delay longer than 2 minutes. Please see the Passenger\u2019s Charter for the full details on these schemes.<\/p>\n
By sharing up-to-date and relevant performance information we will let you be the judge of how well we\u2019re performing. We will publish information on our customer and passenger satisfaction results, our key performance indicators, and our service quality standard scores. This information will be published on our website, in our annual Customer Report, and on a cloud-based digital information platform.<\/p>\n
We will make sure you can always get help at our stations through our friendly staff or through our 24 hour help points on the platforms so that you can always get through to somebody to answer your questions, queries or concerns.<\/p>\n
We understand how frustrating it can be if you aren\u2019t given the information you need for your journey (especially when things go wrong). We promise to always pass on journey information to customers as soon as we have it ourselves. We will broadcast this information in real-time through departure screens in stations, station and on-train announcements, the c2c Train Travel app and Twitter. We will also publish information in advance of any planned engineering work using station posters, the c2c Train Travel app, our website, direct messaging and through the National Rail website.<\/p>\n
We are committed to making our services accessible to everyone and are working towards providing step-free access to every c2c platform and level access to most trains. We will provide assistance if you need help at our stations, or assistance when boarding or alighting trains, which can be booked through a dedicated phone helpline (03457 44 44 22). We have a Disabled Persons Protection Policy which sets out clearly the service that disabled customers can expect when travelling with c2c.<\/p>\n
We will do all we can to make sure you are safe and feel secure while at our stations or on our trains and have introduced a team of accredited on-train security staff.<\/p>\n
In addition to our Passenger\u2019s Charter, c2c adhere to the conditions set out in the National Rail Conditions of Carriage, and Oyster Conditions of Use on National Rail Services. See the National Rail\u00a0Conditions\u00a0of Travel<\/a> Download Oyster Conditions of Use on National Rail services<\/a><\/p>\n We’re always on the lookout for new passenger panel members. If you’d like to represent your area then you can get in touch with us via the form below:<\/p>\nPassenger Panel<\/h3>\n