c2c Rail Opiniones 207

I was travelling on 6/4/2024 but there was engineering works and a bus replacement service was operating. I was OK with that but I had a question that the answer to was not displayed on their website. I emailed the customer service team 2 weeks before I was travelling with my question to give them enough time to reply.
I didn't receive a reply to the email until 11/4/2024, 5 days after the travel date! What use is that?
To add insult their reply email didn't even answer question. All it said was

"Dear Mrs. Barrat,

Thank you for contacting c2c.

I am sorry that you did not receive a reply in time for your journey on 06/04/2024, we aim to respond to all correspondence within 10 to 20 working days of receipt. Can you kindly confirm if you still require assistance with your journey?

In future, we kindly recommend checking train times/rail replacement times and planning your journey using the National Rail planning tool that I have kindly linked for you below.

https://***.nationalrail.**.**

Thank you once more for contacting c2c.

Kind Regards,
Elena Johnson

Customer Relations Team
c2c Rail"

5 days after my travel date asking if I "still require assistance with your journey", what a joke, they haven't given me any assistance in the first place!
Then they say check the website, again not even giving the slightest answer to my question.

c2c should be ashamed of their customer service. This is the second time I emailed them with a question about travel and the second time they replied late and after the day of travel.

And by the way. The reply email was addressed to Miss Barrat. I have no idea who Miss Barrat is.

c2c should stand for Crap To Customers.

The train never runs during the weekend making life impossible for people who need to move around and enjoy the weekend Shame on you

Train was cancelled mid trip due to a track issue and went back to my starting point. They gave me only half my money back. Have appealed and still nothing.

I didn't pay for a train ride, I paid to get somewhere.

All the useless trains of c2c speak with one scrap yard maybe is gone take for you.😡😡😡😡😡😡

DISGRACE OF A COMPANY. PAYING CLOSE TO 3K A YEAR THE TRAINS ARE NEVER ON TIME, THERE ARE CONSTAAT DELAYS OR STRIKES, THE WORST PART IS THE COMPENSTATION OWED,THIS SEEMS TO TAKE A AGE AND THERE ARE CONSTANT PUSH BACK WITH WHAT IS OWED TO THE CUSTOMER EVEN THOUGH IT IS C2C FAULT. SHOCKING

On the 18th of February, there was a bus replacement from Laindon to Pitsea.

In Laindon, I was waiting for a bus.

Stoyan, an employee at Laindon Station, realized that I was waiting on the wrong side of the platform and explained where I could catch a bus replacement to Pitsea.

It was an amazing customer service experience! If I had taken the wrong bus, it would have taken me several hours to return, especially on a Sunday.

Thank you so much, Stoyan! There is no doubt in my mind that you are a Super Duper Mega Star!

The worse service ever , can't be any worse .This line should be banned.Tickets cost me 4250£ annual.Last year I travel like this .Even for free I wouldn't recommend this train

Absolutely disgusting service. Staff are very intimidating, degrading and have threatening behaviour towards women. How a genuine mistake was escalated staff looked very smug and would not even listen to our reason. Left very upset and has ruined a special event this evening. Considering we have never ever tried to get out of not paying for a ticket. We tapped our bank card considering we’re not from this area

If I could rate 'em nuffin' I would. An incident happened on 27th November 2023 or the week beginning Monday 4th December 2023 in Barking Station. It was handled badly by c2c staff. A complaint was emailed to TFL because I thought they operated that train station. TFL replied in late December 2023 or January 2024 that they don't operate Barking Station and that I should contact c2c. So, on Friday 5th January 2024 I emailed c2c regarding the incident. They said I'd get a reply in 20 working days. 20 working days was up on Friday 2nd February 2023. So, I called and spoke to a lovely lady who took my case reference number and said someone would be in contact with me soon.
I heard nothing, nada, zilch from c2c, so I phoned customer service again and spoke to she same nice lady who took my customer reference number and said she'd pass it on and that someone would be contacting me soon, and - yep, you guessed it, I've heard diddly squat from 'em!

They're a privately owned company with an MD. This lots trading name is Trentalia c2c Ltd and apparently they operate the transport system in Italy. What are the chances that the directors will be ignored when they wanna get paid the financial rewards of their investments?

I mean c2c customer service doesn't exist. They got the same woman answering calls with the same stock reply. Every time I call c2c and I've called on 3 different occasions, I speak to the same lady. And she told me she works weekends too. They're deliberately understaffing customer service so they can maximise their profits. That's what this lot are doing. And, I don't begrudge directors of a privately owned company wanting to make a profit. But what I can't stand is when they're making money and not offering people excellent customer service. An' I ain't 'aving it. I am going to get reply from them even if I have to write to the Managing Director himself.

I emailed c2c asking for a refund of £130.20 since the first week in November 2023 when I accidently added my journeys onto the wrong named Smartcard.I have probably emailed at least five times called the helpline at least six times. The helpline is an outside agency who work on behalf of c2c but do not have the power to issue refunds.I have asked every one of the people I have called to escalate my issue which was not resolved and eventually after wasting hours of my time I had had enough and asked for compensation for the lack of customer service expected from c2c and asked for a finacial goodwill gesture for the distress and upset caused. I was eventually offered my refund but c2c did not acknowledge my complaint and I explained this in my response to them. I have still not had my refund and called c2c again last week to discuss this but to no avail.I understand this is over the Christmas break but this really does not excuse poor customer service. One of the customer service agents was named Nazia and the delays in her responses to my emails is poor and very distressing and frustrating. Hopefully a c2c representative might see this review and action my complaint.
£130.20 might not be a lot of money to some people but it is needed in the week before Christmas!!

The trains are reliable but if you drop your things at the C2C, 100% will not be return to you anymore. Staff are quick to say that there's nothing was handover to them, they dont even check in their lost and found place before saying nothing. We better drop our items at the heathrow airport, guarantee 100% will be return.

Frequent delays. Train smells bad. Definitely not worth to spend one penny on this.

The Smartcard is a great idea, and being able to buy and load the ticket on your card is great. The App looks sleek, so far so good.
But this is pretty much it, here is the list of issues I have with this:
- I generally buy my tickets via the App and load them on the Smartcard, but SOMETIMES during payment, you will get a 'Something went wrong' popup telling you to retry later. The problem here is that it still takes the money from your account (marked as Pending by your bank, but it 'locks' this amount from your account) and you have NO WAY of contacting any sort of online support, every single links redirect to the 'Contact us' form for train complaints. I'm still trying to get back my money after trying to buy my tickets 3 times (and yup, it failed 3 times at different time intervals).
- The 'cashback' based on points NEVER works, meaning you win points when you buy tickets, and then... well you cannot use them to reduce the price of future purchase. There is a way to retrieve this value in cash (cheque actually) but you must have at least £5 worth of cashback, so at the end the year, it RESETS meaning you can lose £4.99. What's the point of this if you just cannot use it?

Frequent delays with this service. The C2C app crashes all the time and the Smartcard has been unreliable countless times. I loaded a monthly ticket on it recently, which never worked. It took them 3 months to refund me after many chaser emails and phone calls.

I think it's good they've got new trains because the old ones are a bit grim, but who designed them? As a person who rarely gets a seat, the new trains are really uncomfortable for people who stand. Less hand rails and things to lean on, meaning you're sometimes hovering and trying not to fall over. I'm not sure carpeted flooring throughout is a good idea either. The old design was better.

Filthy. I drive to most places, but thought I’d avoid London traffic and get on the train. Reminder: don’t.
You can’t help annoying loud people with no social awareness, but the trains are just gross. To add to that, 1 out of 6/7 machines at Grays station in use, the rest not working. Spoke to someone at the platform who said they never work.

C2C's service is somewhat dubious for lot's of reasons. But I thought it was me being stupid trying to use their website, especially to pay for parking. So three other adults in my family circle have tried, and it has to be near on the most user unfriendly and complicated website I have had the misfortune to come across. Stay clear, it will send you mad !

Awful ticketing service. Their ticketing system refused to display journeys for the evening of 1st October from Basildon to London even though these were running. The first tickets for sale were from 4am on 2nd October. So had to purchase this (at the suggestion of the station staff at Basildon) which cost considerably more than it should as it was shown as a weekday ticket. Just to be able to get on the train. Your company is a joke!

Absolute joke of a train line. Trains lately are constantly delayed or cancelled. Station staff don't seem to care or relay information regarding delays. The trains are disgustingly dirty, lowly/seldom maintained. Customer service over the phone are just so rude and obnoxious when you contact with an issue and there's never a response at all to email!
Given the cost these rip-off merchants charge their customers to travel is beyond disgraceful! What does it matter though. This is just another long list of complaints which they won't give a damn about! Take the money, forget the customers.

This company needs to try so much harder to keep customers happy. You have to pay a ridiculous amount to use uncomfortable, overcrowded trains in peak periods. Added to this is appalling customer service help should you need to call them

I had a delay and claimed, even though I have their smart card, they can not issue an e-voucher for the refund. The year is 2023 and all they can do is post a paper voucher out costing them considerably more and now have a backlog to send out so over 2 weeks later I have no refund and am still waiting.

I wish there was a rival company for the South Essex line as they may actually pull their finger out and either give customers value for money or reduce the fares to reflect their poor trains. It is too easy for complacency and lack of vision for a company with no rivals.

Bad train times early morning, either late or early during the 5 am slot. Train left 4 min early wouldn’t let me on… need to be at airport in 3 hours