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British train operating company

c2c (legal name Trenitalia c2c Limited) is a British train operating company owned by Trenitalia that operates the Essex Thameside railway contract. It manages 25 stations and its trains call at 28. c2c provides commuter services from its terminus to parts of East London and south Essex along the London, Tilbury and Southend line. At weekends it also operates from Liverpool Street. The company began operating as LTS Rail in May 1996 under the ownership of Prism Rail, which had been awarded the London, Tilbury & Southend railway franchise as part of the privatisation of British Rail. In 1997, as a part of its original franchise commitments, LTS Rail ordered 44 Class 357 Electrostar electric multiple units (EMUs); in conjunction with an additional order placed two years later, the company completed the replacement of its slam door rolling stock inherited from British Rail in 2003. During 2000, LTS Rail rebranded as c2c; that same year, parent company Prism Rail was acquired by National Express. The original franchise was scheduled to conclude on 26 May 2011, but received multiple extensions before National Express was awarded a second franchise in 2014. Various service changes and amenities have been introduced over the course of the two franchise periods, including the fitting of regenerative braking to its rolling stock (the first UK train operator to do so) in March 2007, the launch of Quiet Zones onboard its trains in early 2008, the provision of Wi Fi in April 2017, and the rolling out of pay as you go and National Rail ITSO smartcard ticket options over multiple years. In February 2017, National Express sold c2c to the Italian operator Trenitalia. During December of that year, c2c announced an order with Porterbrook for six ten car Class 720/6 Aventra EMUs in response to growing demand; these were introduced in September 2023. Largely in response to the COVID 19 pandemic, the franchise agreement was replaced by a rail contract on 19 July 2021 under which services have continued to be run. In February 2023, the Department for Transport (DoT) announced the extension of c2c's contract through to 20 July 2025. c2c has been one of several train operators impacted by the 2022–present United Kingdom railway strikes.

The London, Tilbury and Southend franchise was created as part of the privatisation of British Rail. In December 1995, the franchise was awarded to a management buyout; the handover was initially due to happen on 4 February 1996. However, on 1 February 1996, ticketing and settlement irregularities were discovered and the other shortlisted bidders were invited to tender again. In May 1996, the franchise was awarded to Prism Rail by the Director of Passenger Rail Franchising for a period of 15 years. It began operating as LTS Rail on 26 May 1996. The franchise period could have been reduced to seven years if the operator did not fulfil commitments made during the bidding phase to replace its rolling stock with new build trains. During 1998, the franchise was renegotiated to provide for the elimination of slam door rolling stock and increased fleet by March 2002, increased staffing of stations, real time passenger information system, improved security measures, improved station facilities for disabled people, increased cycle storage and pedestrian access from Chafford Hundred railway station to Lakeside Shopping Centre. LTS Rail started serving West Ham station from 14 May 1999 to coincide with the opening of the Jubilee line extension. Peak services were restricted at West Ham, because of limitations of the signalling system. These were eliminated in time for the December 2011 timetable change ahead of the 2012 Summer Olympics. On 2 July 2000, the business was rebranded as c2c. To coincide with the rebranding, the company website was launched on 16 June 2000. The company name was also changed from LTS Rail Limited to c2c Rail Limited shortly thereafter.

During July 2000, c2c was included in the sale of Prism Rail to National Express. The merger of the companies was completed on 19 September 2000. National Express combined the management and support functions of c2c, Silverlink, WAGN and Stansted Express in a single organisation called London Lines in March 2001. In March 2002, management of Fenchurch Street Station was transferred from c2c to Network Rail. During January 2005, it was announced that an on train television service would be tried out, and one unit had televisions installed. In June 2006, the 360 On Board Television service ran into financial difficulties when c2c's partner in the project, TNCI (UK), ceased trading, and the service was withdrawn. c2c indicated it would restart the roll out should a suitable partner be found. In June 2006, it was announced that portable X ray machines and metal detectors would be randomly placed at stations and carried by officers on trains during summer 2006 to catch people carrying weapons, in a joint operation with Essex Police and British Transport Police, following trials at London Underground stations. A peak timetable introduced on 11 December 2006, with the aim of improving services for the Thurrock and London Riverside sections of the Thames Gateway, was withdrawn on 8 January 2007 after a campaign by passengers as a result of delays and cancellations that affected other lines on the network. During August 2006, c2c agreed to work with Passenger Focus to establish a passenger panel. In October 2007, c2c announced that the first coach of each unit would be made a Quiet Zone, where passengers are asked not to use their mobile phones or play music out loud. The Quiet Zone was introduced during early 2008 and is indicated by magenta vinyl stickers on the doors of the coach. In October 2007, c2c announced that it had switched to renewably generated electricity in all its stations, maintenance facilities and offices in a contract with E. ON UK, said to be the largest of its kind in the transport sector. The franchise was originally due to conclude on 26 May 2011. In December 2010, the Department for Transport (DfT) granted National Express an extension until 26 May 2013 to allow DfT time to conduct a review of the franchising process. During March 2013, the Secretary of State for Transport announced the franchise would again be extended until 13 September 2014. A further delay saw this extended until 8 November 2014.

On 9 November 2014, National Express was awarded the new 15 year Essex Thameside franchise, having successfully tendered against Abellio, FirstGroup and MTR Corporation. The c2c brand was retained for the new operator, NXET Trains Limited, which replaced c2c Rail Limited. Management of Fenchurch Street station transferred from Network Rail to c2c. Consultation responses to the draft timetable published in October 2014 indicated dissatisfaction with many of the proposed changes. c2c was criticised for putting the interests of "one stop hoppers" (passengers travelling between Barking and West Ham) above those who travel further on the line.

In February 2017, National Express sold c2c to Trenitalia. c2c was the only remaining National Express operated UK rail franchise, down from a peak of nine in 2003. The company name was subsequently changed to Trenitalia c2c Limited. On 1 April 2017, c2c introduced a new on board Wi Fi service free to all customers. Also, it has an on board entertainment service called Vista. c2c has partnered with Now TV to provide free television shows available to stream for c2c passengers. During the summer of 2019, c2c ran an hourly weekend limited stop service between Fenchurch Street and Shoeburyess. The new service coincided with the weekend extension of Fenchurch Street to Southend Central via Ockendon trains to Shoeburyness, providing a seven trains per hour service between Shoeburyness and Benfleet on Saturdays and a five trains per hour service on Sundays. In September 2019, it was announced that c2c had invested more than £10million into a new self service ticketing system with a user friendly self service interface developed with Voodoo Park. The interface is completely web based and can be remotely repaired. On 23 September 2019, c2c announced that it would be removing the first to last staffing at some stations and reducing ticket office opening hours. On 31 March 2020, Trenitalia and the Department for Transport entered into an emergency measures agreement to vary the terms of the franchise agreement during the COVID 19 pandemic. This took effect on 1 April 2020 and lasted until 20 September 2020. On 19 September 2020, Trenitalia and the Department for Transport entered into an emergency recovery measures agreement. This was a precursor to the replacement of the franchise agreement with a rail contract.

On 19 July 2021, the franchise agreement was replaced with a rail contract, which was due to expire on 23 July 2023. During May 2022, the timetable was amended to accommodate the London Overground extension to Barking Riverside, the extension having started running in July 2022 as a spur from the Tilbury loop line east of Barking, sharing infrastructure with c2c services. c2c has been one of several train operators impacted by the 2022–present United Kingdom railway strikes, which was the first national rail strike in the UK for three decades. Its workers are amongst those who are participating in industrial action owing to a dispute over pay and working conditions. In February 2023, the Department for Transport announced that c2c's contract had been extended to 20 July 2025.

The c2c name could be conceived to represent "city to coast" or "capital to coast", reflecting the nature of the route, or "commitment to customers". The c2c website stated:The name c2c doesn't mean anything specific. In a sense it can mean anything you want it to. Its uniqueness reflects the young, vibrant character of the people we serve. c2c could stand for coast to capital, or capital to coast. From our point of view, one of the most important things it stands for is commitment to customers. National Express also referred to the c2c route as City to Coast. c2c used the slogan "way2go", but later used the "Making travel simpler" slogan also used by other National Express companies.

Beam Park Station, a new station, will eventually become part of the c2c Network, between Dagenham Dock and Rainham.

c2c has issued tickets for travel to National Rail ITSO smartcards branded 'c2c Smart' since 3 November 2014. Through historic agreement there is interavailable ticketing with the London Underground between Fenchurch Street/Tower Hill and Upminster, with the fares set by Transport for London. Since January 2004 the pay as you go product on Oyster card has been available at stations between Fenchurch Street/Liverpool Street and Upminster. It was extended to Dagenham Dock and Rainham in 2008. During January 2010, it was extended to Chafford Hundred, Grays, Ockendon and Purfleet. Pay as you go payment by contactless bank card or smartphone is available at all stations between Fenchurch Street/Liverpool Street and Grays. Contactless pay as you go payment was due to be extended to all stations by December 2023. The expansion of contactless pay as you go ticketing was delayed indefinitely because of technical problems. During 2023, security teams employed by c2c and operating in partnership with the British Transport Police conducted a crackdown on fare evasion; the resulting fines generated in excess of £250,000 in under a year. Starting on 3 December 2023, fares were revised with a new weekday evening peak period introduced between 4pm and 7pm, during which off peak tickets could no longer be used. Super off peak tickets were withdrawn entirely. From January 2024 c2c started to accept electronic tickets that can be purchased and stored on a mobile phone. This followed a trial during December 2023.

LTS Rail inherited a fleet of slam door electric multiple unit Class 302, Class 310 and Class 312 train sets from Network SouthEast. The original franchise agreement was for 25 sliding door trainsets (consisting of 100 carriages) to be transferred from West Anglia Great Northern (WAGN) and for 44 new trains (consisting of 176 carriages) to be ordered by the company. LTS Rail ordered 44 Class 357 Electrostar units in 1997, to be leased from Porterbrook. The most elderly Class 302 units were removed from regular service on 4 July 1998, several sets were retained as spares in case of stock shortages. By mid 1997, WAGN had released 18 Class 317 units. However, both companies were experiencing an unexpected increase in passenger numbers and WAGN was unable to release more vehicles by December 1998. The franchise agreement was renegotiated in November 1998 to replace the entire LTS Rail fleet with new vehicles, allowing for the return of the Class 317s to WAGN and the planned elimination of slam door stock by March 2002. A second batch of 28 Class 357 units was ordered in December 1999,
to be leased from Angel Trains. This satisfied a franchise commitment to increase the fleet by three units. Reliability problems with the new trains led to their withdrawal from service at peak times in October 2000. By way of compensation, two additional units were added to the first order for free by the supplier Adtranz. During 2003, c2c became the first train operating company to have replaced its entire fleet with new accessible trains. The last slam door Class 312 service ran on 29 March 2003.

In March 2007, after extensive trials, c2c began fitting regenerative braking to its fleet, becoming the first UK train operator to do so. On 3 June 2007, the eve of World Environment Day, one train was given an all over green vinyl sticker livery with the slogan "All c2c trains are greener now – find out more at – www. c2c online. co. uk – c2c – the greener way to go" to highlight the completion of the scheme, which the company says has enabled energy savings of up to 20%. With a few Class 357s being out of service at the same time, from late 2006 two Class 321s were hired from Silverlink for three months for weekday peak hour use between Fenchurch Street and Laindon, and Pitsea via Rainham, to cover for the unavailable units. In June 2009, Bombardier began repainting the Class 357 units. The vinyl wraps carrying the original purplish blue and magenta c2c livery were removed and the units reliveried in white with dark blue doors.

As part of the new 2014 franchise, c2c committed to leasing new trains to cope with rising passenger numbers, which were boosted especially by the opening of the Docklands Light Railway station at West Ham in 2011 and the rise of Canary Wharf as a financial centre. The Class 357 trains had been introduced with high density 3+2 seating, consisting of 282 seats and space for 124 standing, giving a total capacity of 406 passengers per four carriage unit. In late 2015 c2c adapted 20% of its carriages into a "Metro" configuration with seats removed around doorways and in the aisle to provide a 2+2 layout. The Metro configuration consists of 222 seats, space for 334 standing, and a total passenger capacity of 556 per four carriage unit. This addressed the issue of the high volumes of passengers using c2c to travel to/from West Ham and Barking, which, with Upminster, are served by the parallel London Underground service. In the evening peak, these passengers can displace those eastbound passengers who use more easterly and less well served stations. During early 2016, c2c announced that it would lease additional trains to relieve overcrowding. Later that year, the company commenced a lease on six Class 387s for three years from Porterbrook to increase capacity on the busiest services. The first Class 387 set entered service in November 2016. In December 2017, c2c announced an order with Porterbrook for six ten car Class 720/6 Aventra electric multiple units. The new units are scheduled for delivery between mid and late 2021, which was roughly three years earlier than the initial planned phased introduction period. The first 720/6 was delivered to c2c on 19 April 2022, and the fleet was originally due to enter service in 2022. The order was later changed to 12 five car units. These new units were planned to replace the allocation of six four car units, which c2c was operating on a short term lease. By October 2022, the Class 720 had commenced testing. On 27 September 2023, c2c's Class 720 fleet entered service.

As of 31 March 2022, the statistical performance of c2c is as follows. Between April 2021 and March 2022, there were 28.1 million passenger journeys (up from 15 million in 2020/2021 and down from 47.3 million in 2019/2020). Passengers travelled 622 million kilometres in 2021/22 (up from 329 million kilometres in 2020/2021 and down from 1,201 million kilometres in 2019/2020). In 2021/2022, trains travelled in service for 6 million kilometres (unchanged from 2020/2021 and down from 7.2 million kilometres in 2019/2020). There were 104,283 trains planned to run in service in 2021/2022 (up from 101,145 in 2020/2021 and down from 123,355 in 2019/2020). The percentage of trains on time in 2021/2022 was 83.4% (down from 84.9% in 2020/2021 and up from 82.5% in 2019/2020). 1.3% of planned services were cancelled in 2021/2022 (up from 1.0% in 2020/2021 and down from 1.6% in 2019/2020). c2c has 633.4 full time equivalent employees (lowest level over the last five years). c2c operates on 125.5 kilometres of route (unchanged). c2c manages 25 stations (unchanged).