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Railhub Archive
2014-11-12 NXG-001
National Express Group


c2c makes new promises to local rail passengers

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Essex Thameside
National Express Group

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National Express Group

c2c makes new promises to local rail passengers

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2014-10-27 Transforming transport connectivity in the north (Department for Transport)


12 November 2014
source National Express Group
type Press release

Local rail passengers will get more cash back if their trains are delayed and double their money if they are ever sold the wrong ticket under new promises from National Express train operator c2c.

To mark this week’s start of the new 15-year c2c franchise, over 10,000 copies of c2c’s new Passenger Charter were handed out to passengers during Wednesday morning's rush hour. The new charter contains improved promises to c2c passengers, including:

The right ticket at the right price: Customers will receive twice the difference in cost if we fail to sell them the best ticket for their needs
Refunds: Increased compensation for season ticket holders, who will now get a refund each time their train is delayed, rather than based on the average punctuality of their service
More information: More detailed journey information and personalised punctuality reports for customers through the new c2c Live app
Greater passenger openness: We will now publish customer reports with details of how well c2c are performing, from our punctuality and passenger satisfaction scores to our environmental and safety record
A more accessible railway: While our staff will always help any mobility-impaired passengers onto the next available train, we now require only four hours’ notice to provide guaranteed pre-booked personal assistance. If ever the guaranteed assistance isn’t provided, those passengers will now get a full ticket refund
c2c’s new Passenger Charter also promises to deliver improved punctuality targets, an increased security presence, and extended opening hours for c2c’s Customer Relations team.

c2c’s new Delay Repay refund scheme gives all passengers, including season ticket holders, a 50% refund of a single ticket if delayed for 30+ mins, and a 100% refund if delayed for 60+ mins. From 2016, c2c will introduce automatic refunds for registered passengers if they’re delayed for as little as 2+ mins.

c2c Managing Director Julian Drury said: “We aim to make travelling with c2c even easier for passengers than it is today, and that’s why we’ve introduced these new customer promises. Some of our new pledges have never been seen before on the UK rail network, such as automatic refunds for delays of just a few minutes.

“We’re also proud that our price guarantee goes one better than top retailers like John Lewis: if we don’t sell you a ticket at the best price then we won’t just refund the difference, we’ll give you double the money. We want to ensure our customers trust us to sell them the right ticket, so this way we’re guaranteeing they definitely won’t lose out.”

Railhub Archive ::: 2014-11-12 NXG-001


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