Travel with confidence

Latest page update: 19/04/2021

As restrictions begin lifting and places start opening up again, we’re looking forward to welcoming you back. Whenever it’s your time to travel again, we’re here for you, so you can travel with confidence.

You can keep up to date with the latest government advice here.

Watch our short film below welcoming you back on the train again.

If you are travelling, you must wear a face covering onboard and at stations (unless exempt*). Please wash your hands before and after travelling and follow our advice to travel safe, travel smart and keep apart.

We’re doing everything we can to make your journey clean and comfortable with extra cleaning and hand sanitiser available at stations.

We are running a new recovery timetable

Our new recovery timetable is now running. It adds 30% more c2c services every weekday, so when you travel you can do so with confidence.

Check latest timetable and updates

Finding quieter services

Social distancing is generally possible across all our services, although our trains are busiest between 6:30 – 7:30am. In the evening peak, social distancing should be possible. If you are able to change your journey time, we have a tool to help you find less busy trains in the morning peak.

Using West Ham station?

TfL have advised that the station is particularly busy between 06:00-08:00. If it is possible for you to make a small change to the time you travel, you could have a more comfortable journey. You can check quiet times to travel on TfL’s website here.

If you are travelling, travel safely

Travel contactless or with a Smartcard

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Reduce your time at the station. Buy tickets online or with the c2c Train Travel app and use a Smartcard. Or use a contactless card if travelling solely within the London zones.

Wear a face covering

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You must wear a face covering throughout your journey and at stations, unless you are exempt (then please apply for a free face covering exempt badge). Otherwise you could face a fine starting at £200 and increasing to up to £6,400.

Wash your hands

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Before and after your journey. It’s also good to carry your own hand sanitiser, or use what we’ve provided at stations as you go.

Keep apart

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There’s generally more room on the back carriages on services travelling into London. We also recommend you sit as far away from others as possible onboard, and avoid facing each other.

Please do not travel if you are experiencing any Coronavirus symptoms like a high temperature, new continuous cough, or a loss or change to your sense of smell or taste. Please see the full travel safe government guidance here.

What we’re doing to help you

We’re signed up to National Rail’s UK-wide ‘Travel Safe Pledge’ to help keep you safe – you can find out more about our pledge here.

Safer Travel Pledge Nov 2020

Ticket refunds

If your travel plans have changed, or you haven’t been able to use a ticket or National Rail Travel Voucher due to Coronavirus, you may be able to apply for a refund. Please see our page on customer refunds during Coronavirus for full details on how to claim your refund by ticket type, and answers to frequently asked questions.

Customer refunds during Coronavirus

Coronavirus travel FAQs

  1. Am I allowed to travel? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The latest government advice is to keep journeys to a minimum. You can read their most recent guidance here.

  2. What c2c ticket offices are open and when? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    All of our ticket offices are open, although some opening hours maybe different to usual due to additional cleaning. You can see Ticket Office Opening times and shifts here.

  3. Is cash still accepted at ticket offices and ticket machines? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Cash is accepted, however we’d strongly advise you use contactless or card payment where possible. For contactless card payments, the limit is £45. Booking offices and ticket vending machines do accept cash, but this option is not preferred.

  4. What extra cleaning are you doing to keep customers safe? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We have an enhanced cleaning regime that has been in place and maintained since the start of the pandemic. This includes an upgraded hospital-grade Covid-killing disinfectant and extra cleaning of customer and staff touch points across stations and trains.

    Every train is cleaned daily, and two units a day get an extra deep clean with specialist fogging equipment at the depot. The fog wraps around and disinfects ever surface on the train, especially handy for hard to reach bits.

    Every station is cleaned daily too, with larger stations such as Fenchurch Street, Barking, and Upminster cleaned twice a day. Special attention is paid to customer touch-points such as ticket machines, gate lines and the ticket office area.

  5. Is hand sanitiser available at the station? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We provide hand sanitiser for public use at every station so that everyone can sanitise before and after travel. These can usually be found close to the station entrance but locations vary from station to station. Please ask a member of staff at the station if you can’t find it.

    We do not provide hand sanitiser onboard our trains.

  6. What social-distancing measures are in place? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Our busiest stations have floor markings and other signs to outline a safe social distance, while some station facilities such as waiting rooms are closed. We have advice onboard our trains to help customers maintain social distancing when boarding and alighting, and maintaining social distancing once on board.

  7. Are waiting rooms open? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Due to the pandemic, all of our waiting rooms are currently closed, with the exception of those with toilets. Please check your individual station for more information.

  8. How will face coverings be enforced and who is exempt? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Wearing a face covering when travelling with us, onboard our trains and at stations, is required by law and everyone has responsibility for abiding by this requirement, unless they have an exemption. Those that don’t wear a face covering could receive a fine of up to £6,400 from the British Transport Police.

    Face coverings are not surgical masks and are easy to get hold of or make yourself. There’s lots of advice from Public Health England here.

    People with specific exemptions that mean they cannot wear a face covering will not have to do so. Those exempt from this rule, include (but is not limited to):

    • children under the age of 11 (Public Health England does not recommend face coverings for children under the age of 3 for health and safety reasons)
    • people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability
    • where putting on, wearing or removing a face covering will cause you severe distress
    • if you are speaking to or providing assistance to someone who relies on lip reading, clear sound or facial expressions to communicate
    • to avoid harm or injury, or the risk of harm or injury, to yourself or others ‒ including if it would negatively impact on your ability to exercise or participate in a strenuous activity
    • police officers and other emergency workers, given that this may interfere with their ability to serve the public

    You can find more FAQs on face coverings here.

  9. Are your toilets available onboard trains and at stations? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Our station toilets are available for use as usual, with an enhanced cleaning regime in place. You can find information on the facilities available at your station here.

    Onboard our trains there is a toilet available every four carriages, and these are being cleaned regularly through the day.

  10. Is the Passenger Assist service still being provided? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Yes it is. You can book here.

    We’d like to reassure you that staff are still present at stations if you require support or need help on your journey.

    You can also request a sunflower lanyard to display non-visible disabilities. The lanyards are available from c2c station booking offices or by post from our Customer Relations department.

    If you’re booking Passenger Assist we kindly ask you give us as much notice as possible prior to travelling to ensure that we are able to provide you with the best assistance at the station. However, if you do not book ahead we will still make every effort to provide help.

    Please remember you must wear a face covering when travelling for assistance to be provided on your journey (unless you are exempt).

    Customers using a wheelchair are requested to face forward. Our staff will wipe the handles on your chair before and after touching them and also position you at least 2m away whilst we set up the train access ramp. If you need to use the lift our team will not accompany you in the lift (unless you specifically request it), we will use the stairs and meet you at the top or bottom so that we maintain social distancing in what are usually confined spaces.

    You can find out more information and book on our Passenger Assist page.

  11. What happens if the train I want is full? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If a train you want to catch looks too full, please don’t travel if you don’t feel comfortable onboard. Instead wait for another service.

    We have provided information above to help you identify when is the best time to travel.

  12. What happens if the last train of the day is full? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    In the unlikely event that you are unable to board the last service of the day due to social distancing requirements, please speak to a member of our team at the station. If you cannot find a member of staff please use the customer help points situated in the station for assistance. Our social media team are also available @c2c_rail.

  13. Do you offer seat reservations? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We do not offer seat reservations on c2c services. On-train seating is provided on a first come, first served basis. Seating is not guaranteed for your journey.

  14. What should I do if I have not been able to use my National Rail Travel Vouchers because of lockdowns? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    The government has announced that National Rail Travel Vouchers have been extended for passengers due to COVID-19 lockdowns. Vouchers which have expired or are due to expire between 20 October 2020 and 30 June 2021 will get an additional 6 months after their original expiry date to redeem them to recognise the fact that most passengers have been unable to use them during the second and third national lockdowns.

    Please contact our Customer Relations team for assistance with your vouchers.

    c2c Customer Relations
    Freepost ADM 3968
    SS1 1ZS

  15. Will my c2c ticket be accepted on Greater Anglia or other alternative routes? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Your ticket will only be valid on alternative routes if this has been specifically announced by us, as a result of disruption to c2c services.

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