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How much c2c pays
c2c uses Delay Repay 15: from 15 minutes late at your destination, it pays back 25% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 15 to 29 min | 25% | 12.5% |
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
For other season ticket lengths, c2c works out the number of working days (five in a full week) and divides the daily value by 2 to get the value of a single journey.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim c2c Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your c2c train, how late it really was from National Rail's data, and what you're owed: c2c pays from 15 minutes late.
- Railhop fills in c2c's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens c2c's own claim form and fills it in for you, with your journey, your ticket and your details. You can claim on c2c's form as a guest or with an account.
- Check it and press submit. You check the claim and press submit on c2c's own form, within 28 days of travelling. You choose how to be paid: cheque, a refund to your credit or debit card, or National Rail Travel Vouchers. c2c pays you directly. Railhop never submits a claim for you.
c2c has automatic Delay Repay for some tickets: see below. For everything else, Railhop fills in the form.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled c2c trains
If a c2c train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in c2c's form for you.
Contactless and Oyster on c2c
Contactless and Oyster pay as you go are covered by manual claims only, not Automatic Delay Repay: send your TfL journey history, which you can download from contactless.tfl.gov.uk if you have registered an account there.
More in Delay Repay with contactless and Oyster. Add your TfL statement and Railhop checks every journey on it, finds the delays you can claim for and fills in c2c's form for each.
c2c Delay Repay form and login
You claim on c2c's own Delay Repay form, which runs on the Tracsis claim system. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. You can claim on c2c's form as a guest or with an account. You check the claim and press submit yourself.
Proof of travel
c2c accepts these, depending on your ticket:
- A photo or scan of your paper ticket showing the ticket number, journey and price paid.
- Your c2c Smartcard number.
- The Unique Ticket Number (UTN) of an e-ticket.
- The collection reference for a ticket collected from a machine.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
Automatic Delay Repay on c2c
c2c Smartcard holders who tap in and out get Automatic Delay Repay with no claim needed, including 3p per full minute for delays of 2 to 14 minutes. It is paid as eVouchers to your c2c online account on or around the 16th of the following month.
For tickets the automatic scheme doesn't cover, check your train on Railhop and it fills in c2c's form for you.
How c2c pays, and how long it takes
You choose when you claim: cheque, a refund to your credit or debit card, or National Rail Travel Vouchers. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. c2c pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If c2c rejects your claim
Ask c2c to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after c2c has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About c2c
c2c runs trains from London Fenchurch Street to south Essex, including Grays, Basildon and Southend.
c2c is run by c2c Rail Limited and has been in public ownership since 20 July 2025.
Good to know on c2c
- Automatic Delay Repay doesn't cover e-tickets, Oyster or contactless, so claim those manually on the c2c website.
- If you tap your Smartcard in and out at the same station, for example because you gave up on the journey, Automatic Delay Repay can't tell which train you were on: make a manual claim.
- If c2c introduces an emergency timetable in advance, for example for engineering work or extreme weather, your delay is measured against that emergency timetable.
- If part of your journey was with another operator, c2c pays if it caused the delay. If it didn't, it passes your claim to the other operator and tells you.
Questions about c2c Delay Repay
How do I claim c2c Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in c2c's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and c2c pays you.
How much Delay Repay does c2c pay?
c2c uses Delay Repay 15, from 15 minutes late at your destination. On a single ticket you get 25% of the fare for 15–29 minutes, 50% for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 12.5%, 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim c2c Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
Can I swap c2c eVouchers for cash?
Yes, once your Automatic Delay Repay eVouchers reach £5 you can apply to convert them into cash. Otherwise you can use them against tickets on the c2c website for 13 months from the date they were issued.
Can Railhop fill in the c2c Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens c2c's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim c2c Delay Repay if my train was cancelled?
Yes, if you still travelled. If a c2c train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
Do I need an account to claim c2c Delay Repay?
You can claim on c2c's form as a guest or with an account. Railhop fills in the rest of the form for you.
How does c2c pay Delay Repay?
You choose when you claim: cheque, a refund to your credit or debit card, or National Rail Travel Vouchers. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if c2c rejects my Delay Repay claim?
Ask c2c to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after c2c has replied, you can take it to the Rail Ombudsman.
Sources
- c2c: Delay Repay
- c2c: Automatic Delay Repay
- c2c: How much will I be repaid?
- c2c: Passenger's Charter (March 2026)
- GOV.UK: c2c services transferred to public ownership
Delay Repay guides for other train companies.
Terms change. If something here doesn't match c2c's own terms, c2c's terms are right. Railhop fills in c2c's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with c2c or National Rail.