The Client
c2c Railway Ltd, operating as c2c, is an award-winning train operator running commuter services connecting London with Southend and other destinations across Essex.
The Challenge
c2c, committed to enhancing accessibility, reliability, and operational efficiency – particularly during planned engineering works and unforeseen service disruptions – sought a specialist partner to manage its rail replacement services.
Previously, c2c relied on a public bus company for these services. However, the unique operational demands of the rail industry necessitated a more experienced ground transport partner with a scalable supply chain.
c2c required a provider capable of delivering:
- Live tracking for replacement vehicles
- Centralised invoicing, planning and coordination
- Full compliance and the ability to meet the standards for accessibility such as; Public Service Vehicles Accessibility Regulations (PSVAR) and Public Service Vehicles Accessible Information Regulations (PSVAIR)
- Real-time communication and round the clock support available 24/7/365 days a year
- On-the-ground support for passengers
- Rapid emergency response
- A proactive partnership approach with regular reporting
- Better visibility over environmental statistics
The Solution
Following CMAC’s successful launch of Great British Rail Replacement in 2024 – an initiative aimed at transforming the rail replacement landscape - CMAC emerged as c2c's preferred and exclusive transport partner, renowned for having a customer-centric approach to service delivery.
The partnership, formalised in September 2024, has since established a comprehensive, customer experience focused replacement transport service. This collaboration has proven transformative for both c2c's operations and its passengers' travel experience.
Key highlights include:
- 1507 total journeys were facilitated in the first 8 months of the contract (across single/double-decker buses and occasional coaches)
- 100% of services PSVAR compliant, providing fully accessible rail replacement solutions for every passenger
- An impressive 99.67% of all bookings are successful – ensuring an efficient, on-time and seamless travel experience for travellers affected by rail disruption
- Dedicated emergency response: 2 vehicles and drivers on site within 30 minutes, scaling to full coverage within 60 minutes.
- Planned operations: 1402 journeys managed with an 8-week lead time
- Dedicated coordinators are deployed on-site for every booking to manage signage, accessibility, and passenger communications
- Real-time communication via a live chat for all emergency requests
- Enhanced monthly performance reporting
- A dedicated Partnership Manager and 24/7 operations contact
- Site visits and cross-departmental reviews, including face-to-face meetings to facilitate continued optimisation
A standout example of successful coordination took place early in the partnership, during a major engineering operation in Essex (16th–21st November 2024).
CMAC supported by facilitating:
- Saturday: 31 buses, 12 coordinators, plus standby
- Sunday: 61 buses, 26 coordinators, plus standby
The job ran 100% smoothly and efficiently - with no service failures or negative feedback from passengers or internal stakeholders. This cemented both CMAC and c2c’s dedication to effectively delivering excellence for every passenger, even in the face of major rail disruption.
CMAC’s expertise in rail replacement, their deep understanding of accessibility compliance, and their proactive planning make them an invaluable partner. From large-scale engineering works to emergency response times, they’ve consistently delivered high performance and reliability. The regular reporting, dedicated contact, and planning support show they really understand our operational needs.
Ben SquireHead of Planning & Performance, c2c Railway Ltd