{"id":325243,"date":"2025-05-23T09:22:25","date_gmt":"2025-05-23T08:22:25","guid":{"rendered":"https:\/\/www.c2c-online.co.uk\/?p=325243"},"modified":"2025-05-23T09:23:42","modified_gmt":"2025-05-23T08:23:42","slug":"apology-to-c2c-customers-after-disruption-22-may-2025","status":"publish","type":"post","link":"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/apology-to-c2c-customers-after-disruption-22-may-2025\/","title":{"rendered":"Apology to c2c customers after disruption – 22 May 2025\u00a0"},"content":{"rendered":"

We are very sorry for the delays that some customers faced yesterday evening.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

This was due to a fault with the signalling system in the Barking area.\u00a0 <\/span>\u00a0<\/span><\/p>\n

At approximately 16:55 we were made aware of a fault with the signalling system in the Barking area, this meant we couldn\u2019t run trains between Fenchurch Street and Upminster, having an impact on the entire network. Due to the time and place of the incident there was severe driver and train displacement, and it took some time to get the service up and running when the signalling was restored.<\/span>\u00a0<\/span><\/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 whilst Network Rail colleagues worked to resolve these issues. However other networks were also affected by this signaling issue so were also experiencing disruption.<\/span>\u00a0<\/span><\/p>\n

Services were affected until the last trains of the day.<\/span>\u00a0<\/span><\/p>\n

Rob Mullen, Managing Director at c2c, said: <\/span><\/p>\n

\u201cI am very sorry those customers who experienced a difficult journey yesterday evening.<\/span>\u00a0<\/span><\/p>\n

\u201cWe know this will have caused extensive delays to many journeys, especially as it happened in the evening peak. Our team worked closely with our Network Rail colleagues to get services up and running as quickly as possible.\u201d\u00a0<\/span>\u00a0<\/span><\/p><\/blockquote>\n

Compensation for delays\u00a0\u00a0\u00a0\u00a0<\/strong><\/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> here<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/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 and 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> submit a manual claim<\/span><\/a>.\u00a0\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

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