RAIL COMPANY C2C HAS ISSUED THIS GUIDE OVER TICKET REFUNDS AS A RESULT OF THE COVID-19 PANDEMIC:


Many of you have been asking how we are calculating refunds. Because our Customer Relations team are extremely busy at the moment, we’ve put together this guide to help you estimate your refund based on your ticket type.

How much refund would I receive?

Your refund rights are set out in the National Rail Conditions of Travel. We and other train operators are waiving the normal £10 admin fee for refunds of daily tickets, but not for season tickets in line with Department for Transport instructions.

If you did not buy your ticket from c2c, you must apply to the original retailer you bought your ticket from for your refund.

Your refund can be backdated to the last day you used the ticket. For Smartcard users, this will be verified by the tap data on your card. For paper tickets, the earliest you can claim a refund from is Tuesday 17 March. Retrospective claims for earlier dates will only be calculated back to this date, and no earlier.

Please note that due to current demand we cannot calculate the likely refund amount for you. Therefore we have set out the guide below, to allow you to calculate the approximate amount of refund you would receive.

Daily tickets: You will receive a full refund for your unused ticket.

Weekly season tickets: You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled.

Each day that has passed is charged for, irrespective of whether or not you actually travelled that day. There must typically be at least three days left on your ticket to obtain a refund, otherwise there is no remaining value.

For Monday to Friday, the daily cost is the price of a peak return ticket. For Saturdays and Sundays, the daily cost is the price of a super off-peak return ticket. Check the price of daily tickets on this link if you have a Travelcard or your destination is Fenchurch Street. For other destinations, use the “Buy tickets” search function on this website.

If the refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund.

Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data we hold.

Monthly season tickets: You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled. Each day that has passed is charged for, irrespective of whether or not you actually travelled that day. There must typically be at least seven days remaining on a monthly season ticket to obtain a refund.

For full weeks used, the cost of travel is based on the price of a weekly season ticket. For the remaining individual days expired, the daily cost is calculated on the cost of a peak return ticket (Monday-Friday), or a super off-peak ticket (Saturday and Sunday).

Check the price of weekly and daily tickets on this link if you have a Travelcard or travel to Fenchurch Street. For other destinations, use the “Buy tickets” search function on this website.

If the refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund.

Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data we hold.

Annual season tickets: Please note that annual season tickets are priced on the cost of 40 weekly tickets. You will be refunded the difference between the original cost of your ticket, and the cost of travelling in the first 40 weeks of your ticket.

Calculate how many full weeks have expired since your ticket started.

You will not receive any refund if your ticket is more than 40 weeks old and you should retain your ticket.

If the amount of time remaining before 40 weeks is limited, you should consider if you would get better value by retaining your ticket rather than applying for a refund.

For example: Your ticket is 36 weeks old This means it has only 4 weeks of refund value remaining, but is valid for travel for another 16 weeks If you expect to travel for 4 or more weeks in the remaining 16 weeks, you get better value by retaining your ticket.

If you expect to travel for less than 4 weeks across the remaining 16 weeks, return your ticket for a refund and buy a new ticket when you resume travelling.

If you do wish to apply for a refund, multiply the number of weeks expired by the cost of an equivalent weekly season ticket.

You can check the price of these journeys on this link if you have a travelcard or travel to Fenchurch Street. For other destinations, use the “Buy tickets” search function on the c2c website.

For the remaining individual days expired, the cost is calculated on the price of a peak return ticket (Monday-Friday), or a super off-peak ticket (Saturday and Sunday).

If the refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund.

Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data held.