{"id":324275,"date":"2025-03-05T12:08:38","date_gmt":"2025-03-05T12:08:38","guid":{"rendered":"https:\/\/www.c2c-online.co.uk\/?p=324275"},"modified":"2025-03-05T13:29:24","modified_gmt":"2025-03-05T13:29:24","slug":"apology-to-c2c-customers-wednesday-5-march","status":"publish","type":"post","link":"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/apology-to-c2c-customers-wednesday-5-march\/","title":{"rendered":"Apology to c2c customers – Wednesday 5 March"},"content":{"rendered":"

We are very sorry for the disruption our customers experienced this morning during this morning\u2019s peak on the c2c route.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

At approximately 05:30\u00a0this morning, a track circuit failure was reported in the Grays area. As a result of this failure, services towards Southend on the Tilbury line were suspended and the Ockendon branch line was also suspended.<\/span> This severely restricted the number of trains we could operate.<\/span>\u00a0<\/span><\/p>\n

Network Rail dispatched a team of engineers to the area and normal service resumed at approximately 07:00.<\/span>\u00a0<\/span><\/p>\n

Upon confirmation of the track circuit failure, arrangements were made for c2c tickets to be accepted on London Buses.<\/span><\/p>\n

Rob Mullen, Managing Director of c2c, said: \u201cI am sorry to our customers who were caught up in the disruption on the c2c route this morning.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>\u201c<\/span>We deeply appreciate our customers’ patience and understanding during this incident. We are committed to ensuring the reliability of our services and delivering a seamless travel experience for our passengers and know this disruption would have caused issues on your commute this morning.\u201d<\/span>\u00a0<\/span><\/p>\n

Compensation for delays\u00a0<\/span><\/i><\/b>\u00a0<\/span><\/b>\u00a0<\/span><\/p>\n

If you have been delayed, you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim,<\/span>\u00a0here<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

c2c smartcard users<\/span><\/b>: You will receive automatic compensation provided you tapped your Smartcard at both the start and end of your journey. If you have not been 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<\/span>\u00a0submit a manual claim<\/span><\/a>.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Paper ticket holders, Oyster and contactless card users:<\/span><\/b> Please fill out your details on this online delay repay form.<\/span>\u00a0<\/span><\/p>\n

Contactless\u00a0customers:<\/strong> Customers who travelled this morning from a c2c station using pay as you with contactless ticketing can claim delay repay by providing the full details of their affected journey. You can access your journey history and statement from the Transport for London website by following these steps:<\/div>\n
    \n
  1. Go to\u00a0https:\/\/contactless.tfl.gov.uk\/<\/a>\u00a0and then click on\u00a07 day contactless journey and payment history<\/a>\u00a0tab<\/li>\n
  2. When prompted enter your personal information (name, address and email) and details of the contactless card used for the delayed journey<\/li>\n
  3. Once the payment card has been located, the site will display a list of all journeys and\u00a0payments made within the last 7 days<\/li>\n
  4. At the bottom of the page there is a button where you can \u2018download statement\u2019<\/li>\n
  5. \n
    This statement should be attached to your Delay Repay Claim:\u00a0c2c Delay Repay | Claim Compensation on 15 Minute+ Delays<\/a><\/div>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    We are very sorry for the disruption our customers experienced this morning during this morning\u2019s peak on the c2c route.\u00a0\u00a0\u00a0 At approximately 05:30\u00a0this morning, a track circuit failure was reported in the Grays area. As a result of this failure, services towards Southend on the Tilbury line were suspended and the Ockendon branch line was […]<\/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":[2652,2654,1],"tags":[],"class_list":["post-324275","post","type-post","status-publish","format-standard","hentry","category-latest-news","category-news-articles","category-uncategorized"],"acf":[],"yoast_head":"\nApology to c2c customers - Wednesday 5 March | Trains to\/from London, Southend & 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\/apology-to-c2c-customers-wednesday-5-march\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Apology to c2c customers - 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