{"id":325023,"date":"2025-05-13T12:45:44","date_gmt":"2025-05-13T11:45:44","guid":{"rendered":"https:\/\/www.c2c-online.co.uk\/?p=325023"},"modified":"2025-05-14T09:50:48","modified_gmt":"2025-05-14T08:50:48","slug":"apology-to-c2c-customers-after-disruption-13-may-2025","status":"publish","type":"post","link":"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/apology-to-c2c-customers-after-disruption-13-may-2025\/","title":{"rendered":"Apology to c2c customers after disruption – 13 May 2025"},"content":{"rendered":"

We are very sorry for the delays that some customers faced this morning.<\/p>\n

This was due to a trespass incident in the Tilbury area which meant trains were unable to run between East Tilbury and Tilbury Town.<\/p>\n

At approximately 06:45 we were made aware of a trespasser on the railway between East Tilbury and Tilbury Town meaning the power had to be turned off from the overhead lines. This had an impact on the entire network, with further disruptions caused by an issue with the signalling system at Pitsea at 08:00 and emergency services dealing with an incident at Barking at 08:45.<\/p>\n

c2c ticket acceptance for Greater Anglia, Transport for London and Docklands Light Rail services was quickly arranged to help customers continue their journeys while colleagues worked to resolve these issues.<\/p>\n

Normal service resumed at approximately 13:30.<\/p>\n

Rob Mullen, Managing Director at c2c, said: \u201cI am very sorry those customers who experienced a difficult journey this morning.<\/p>\n

\u201cWe know this will have caused extensive delays to many journeys, especially as it happened in the morning peak. Our team worked closely with our Emergency Services and Network Rail colleagues to get services up and running as quickly as possible.\u201d<\/p>\n

Compensation for delays<\/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, here<\/a>.<\/p>\n

c2c smartcard users: 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 submit a manual claim<\/a>.<\/p>\n

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

Contactless customers: 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:<\/p>\n