c2c Train Travel: Buy Tickets 4+

As a regular long standing passenger I have always found C2C a great mode of transportation. I understand that there are national strikes this week so I checked the C2C app for my travel the night before. The service was running every half hour so I planned my journey for work. To my dismay, in the morning of Tuesday 3rd January, I found the service wasn’t running at all. This was very disappointing. I purchase a season ticket as I know your service has always been excellent but now I feel dubious to do so in the future. Like many others, it affects all our work lives as well. I hope this feedback will help to ensure that both parties come to an agreement soon to end this strike.

You get there in the end but the app is clunky. The time out is frustrating as it allows you to enter what you’re looking for, then tells you you’ve been away a while, then resets and wipes all the information you’ve just added. Selecting stations in live travel is painful, the list updates that few nanoseconds too late so you’re just about to select the station at the top and it suddenly replaces it with your most recent, which is the same one you’ve started with, so you end up with the same station twice and have to reselect. And by far the most frustrating thing is loading tickets onto smart cards, even when you get a blue tick you have to check the actual tickets on your smart card to make sure it’s there, which it often isn’t. It can take tens of attempts to actually get the ticket loaded, even if waiting the couple of minutes that the app warns you about. I bought my first flexi season this morning and getting that to load was horrendous.

To begin with, I lost two of my smart cards. One was stolen, one was lost

I cannot remove the stolen card details from the app and neither can I reported stolen

When I lost my second card, i was able to order a replacement and paid £20 to transfer my ticket allowance from the lost card to the new card.

I received the replacement card by post and could not confirm receipt of the card on the app because of a server issues.

I’ve been backwards and forwards with the customer service team to figure out a way to accept the new card on the app/my account, and the transfer the money I am owed to the replacement card. One month later, this issue is still not fixed and my money are blocked with c2c. I cannot register the replacement card separately to my name either.

Customer service have asked me to order yet another card and they will try and transfer the allowance again.

This has been an incredibly painful experience with backward and forward emails and 0 phone calls from the management team.

The app has potential, saves a lot of time and hassle, however it needs more work.

I’d rate the app a 3 and the customer service a 1 for not providing the service I have paid for.