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c2c marks first year of automatic compensation to passengers

Automatic compensation scheme

Train operator c2c has paid out £120,000 in total to local commuters since its automatic compensation scheme went live a year ago.

c2c customers became the first regular travellers in the country to receive automatic compensation when the scheme was launched in February 2016. Because the compensation is paid automatically, passengers don’t need to fill out any forms or make a claim and the payments are made even if their journey has been delayed for a few minutes.

The Automatic Delay Repay (ADR) scheme is available for any commuter who uses an ITSO c2c Smartcard, with users simply tapping in and out at the beginning and end of their journey. Almost half of c2c annual season ticket holders currently use the ITSO Smartcard instead of a paper ticket, which is more than any other UK train operator.

ITSO scheme statistics

c2c passengers made 2.4 million (ITSO) journeys in 2016.

The amount of compensation that passengers automatically receive increases with the length of their delay. For example, compensation for delays of as little as two minutes start at 3p increasing by a further 3p for every additional minute’s delay up until 29 minutes. If delayed by more than 30 minutes, customers receive 50% of the price of their single journey.

About  c2c

c2c is a train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Owned by Trenitalia, c2c is one of London's train operators operaring ITSO smart tickets under the South East Flexible Ticketing (SEFT) programme.