{"id":255263,"date":"2023-09-21T11:45:57","date_gmt":"2023-09-21T11:45:57","guid":{"rendered":"https:\/\/www.c2c-online.co.uk\/?p=255263"},"modified":"2023-09-21T12:25:22","modified_gmt":"2023-09-21T12:25:22","slug":"an-apology-to-customers-ticketing-issues-on-wednesday-20-september","status":"publish","type":"post","link":"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/an-apology-to-customers-ticketing-issues-on-wednesday-20-september\/","title":{"rendered":"An apology to customers &#8211; ticketing issues on Wednesday 20 September"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">We are very sorry for the issues our customers experienced yesterday morning with our ticketing system.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This was due to a network-wide issue, which meant some customers were unable to purchase tickets online or via our ticket vending machines or ticket offices. Once the issue had been identified, our teams worked hard to fix the fault and the system was back up and running by 08:30am.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">c2c Managing Director Rob Mullen, said: <\/span><span style=\"font-weight: 400;\">&#8220;We are really sorry to all of our customers who were disrupted yesterday. We know it was really frustrating for people.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cUnfortunately, a network-wide technical issue impacted ticket purchases both online and at our stations, meaning we were unable to sell tickets for a short period. We are investigating the issue as a priority and encourage any customers delayed to claim compensation for the inconvenience.&#8221;<\/span><\/p>\n<p><strong>Compensation for delays<\/strong><\/p>\n<p class=\"x_contentpasted1\">If you were delayed you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim,<a title=\"Original URL: https:\/\/protect-eu.mimecast.com\/s\/fJLRCOMvvipo61YAiESMQ2\/. Click or tap if you trust this link.\" href=\"https:\/\/www.c2c-online.co.uk\/help_centre\/compensation\/when-can-i-claim-compensation-for-delays-to-c2c-services\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"Verified\" data-linkindex=\"0\">\u00a0here<\/a>.<\/p>\n<ul type=\"disc\">\n<li class=\"x_contentpasted1\"><strong>c2c smartcard users<\/strong>: You will receive automatic compensation providing you tapped your Smartcard at both the start and end of your journey. If you were not able to do so, you will have to make a manual claim for your delay. This is because our system will not have full information about your journey, so cannot calculate your automatic compensation. We recommend you check your online account to ensure our automatic payments do reflect your actual delay. If you feel they do not, you can use your online account to correct the automatic system or alternatively<a title=\"Original URL: https:\/\/protect-eu.mimecast.com\/s\/fJLRCOMvvipo61YAiESMQ2\/. Click or tap if you trust this link.\" href=\"https:\/\/www.c2c-online.co.uk\/help-feedback\/delay-repay\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"Verified\" data-linkindex=\"1\">\u00a0submit a manual claim<\/a>.<\/li>\n<\/ul>\n<p class=\"x_contentpasted1\"><strong>Paper ticket holders, Oyster and contactless card users<\/strong>: Please fill out your details<a title=\"Original URL: https:\/\/protect-eu.mimecast.com\/s\/fJLRCOMvvipo61YAiESMQ2\/. Click or tap if you trust this link.\" href=\"https:\/\/www.c2c-online.co.uk\/help-feedback\/delay-repay\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"Verified\" data-linkindex=\"2\">\u00a0on this online delay repay form.<\/a><\/p>\n<p class=\"x_MsoNormal\">\n","protected":false},"excerpt":{"rendered":"<p>We are very sorry for the issues our customers experienced yesterday morning with our ticketing system. This was due to a network-wide issue, which meant some customers were unable to purchase tickets online or via our ticket vending machines or ticket offices. Once the issue had been identified, our teams worked hard to fix the [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2652,2654],"tags":[],"class_list":["post-255263","post","type-post","status-publish","format-standard","hentry","category-latest-news","category-news-articles"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4-RC1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>An apology to customers - ticketing issues on Wednesday 20 September | Trains to\/from London, Southend &amp; Essex with c2c Rail<\/title>\n<meta name=\"description\" content=\"For trains to and from London, Southend and elsewhere in Essex, plus timetables, ticket sales, information and events and offers, visit c2c-online.co.uk\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/an-apology-to-customers-ticketing-issues-on-wednesday-20-september\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An apology to customers - ticketing issues on Wednesday 20 September | Trains to\/from London, Southend &amp; 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