Going cashless on

Report on the public and stakeholder engagement June 2018 Contents

Executive summary ...... 3 How we plan to proceed ...... 3 1. About the proposals ...... 5 1.1 What we plan to do ...... 5 1.2 The reasons why we developed these proposals and asked people about them 5 2. About the engagement ...... 7 2.1 Why we asked people for their comments and suggestions about our plans and ideas...... 7 3. Summary of responses ...... 9 4. Response to issues raised ...... 13 Appendix A - Flyer distribution area and copy of the flyer ...... 15

Going cashless on 2 Executive summary

This document explains the processes, responses and outcomes of the public and stakeholder engagement on our proposals to no longer accept cash payments for paper tickets bought from the ticket machines at Tram stops, and to remove these ticket machines.

We welcomed comments or suggestions about going cashless on London Trams and ideas for other changes we might consider.

We received 852 comments and suggestions with the results below.

Summary of issues

Customer information and education • Ensure Tram stops have detailed information about pricing options and the many ways that customers can pay for their journeys, and include information about touching-in at readers on the platform rather than on the Trams

• A sustained marketing campaign across the network so customers understand where they can use contactless cards and how they can identify they have one

• Ensure customer education is more prominent around stops which don’t have an Oyster top-up shop nearby

• Ensure signage relating to the removal of any machines and alternatives available is displayed at stops well ahead of the scheduled removal dates.

Vulnerable people

• Highlight the availability of Help Points on every Tram stop to help vulnerable people.

How we plan to proceed

The responses, face to face conversations and engagement with stakeholders have enabled us to reach the decision that the existing ticket machines on Tram stops should be removed and London Trams become cashless like .

With ticket sales of fewer than 66 single tickets a day across the entire Tram network customers have embraced electronic ticketing and are benefiting from the best value fares and the Hopper fare allowing unlimited trips within an hour.

3 Going cashless on London Trams Furthermore, with the introduction of the new TfL app, users will be able to top-up their with credit available within 30 minutes. Bearing this in mind, replacing the old ticket machines with new machines at a cost of £2.8m is not justifiable within the current financial climate. We will ensure a comprehensive customer awareness campaign before their removal, to ensure the concerns raised during the engagement are addressed. We note concerns that we need to do more to advise tourists and the occasional user of the ways to pay for their journey and we will do this as part of the customer awareness campaign.

Going cashless on London Trams 4 1. About the proposals

1.1 What we plan to do We were seeking views on our proposal to no longer accept cash payments for paper Tram tickets bought from the ticket machines at Tram stops, and to remove these ticket machines, which only sell a small number of the more expensive paper tickets every week. This wouldn’t change other ways you pay for your travel such as pay as you go with contactless or an Oyster card, or Bus & Tram Passes.

1.2 The reasons why we developed these proposals and asked people about them A single paper ticket purchased from a is £2.60. The equivalent pay as you go singl e fare with contactless or an Oyster card is just £1.50. At the time only 0.3 per cent of single Tram journeys were paid using a ticket purchased from a ticket machine at a Tram stop. This was less than 100 single journey tickets per day. Talking to customers we know that most people already carry another means of paying for their travel (such as a card). As these ticket machines have such low usage and have now reached the end of their useful life it is no longer cost effective for us to maintain them or have them replaced.

There are a range of alternative ticket options which offer better value and more convenience for customers than buying paper tickets from a ticket machine. The easiest way to pay for your travel is to pay as you go using contactless or Oyster:

• The pay as you go single fare using contactless or an Oyster card is £1.50. The equivalent paper ticket from a ticket machine is £2.60

• With pay as you go you can benefit from the Hopper fare which gives unlimited bus and Tram journeys in one hour for the price of one from touching-in on the first Tram or bus journey

• With pay as you go daily capping you can make as many journeys as you like in a single day and the amount you pay will be capped

• If you pay as you go with contactless you can also benefit from weekly (Monday to Sunday) capping.

To get an Oyster card you will need to pay a £5 refundable deposit and then add pay as you go credit or a season ticket before you can travel. You can get an Oyster card from almost 4,000 local shops in London known as Oyster Ticket Stops. You can also get an Oyster card from the shop, Tube, and TfL Rail stations, some stations, Visitor Centres and Oyster online if you live in the UK.

5 Going cashless on London Trams For more information about ticket options, or to find your nearest Oyster Ticket Stop, visit tfl.gov.uk/fares.

Going cashless on London Trams 6 2. About the engagement 2.1 Why we asked people for their comments and suggestions about our plans and ideas

The formal engagement was held from 4 September 2017 to 29 October 2017. The potential outcomes were:

• We decide the formal engagement raises no issues that should prevent us from proceeding with the scheme as originally planned • We modify the scheme in response to issues raised • We abandon the scheme as a result of issues raised.

The objectives were:

• To give stakeholders and the public easily-understandable information about the detailed proposals and allow them to respond • To understand the level of support or opposition for the changes • To understand any issues that might affect the proposal of which we were not previously aware • To understand concerns and objections • To allow respondents to make suggestions.

2.2 Summary Before we started the engagement we told people it was coming by handing-out 10,000 wallet-sized cards on the Tram network telling people about cheaper ways of paying. We then targeted cash users by hand delivering flyers about the proposals to 8,000 residents and businesses along the route around the places people used cash for the Trams (Appendix A). We wrote to local stakeholders inviting them to a workshop to brief them on and explain our proposals and hear their ideas, this included:

Councillors and officers from Bromley, Croydon, Sutton and Merton councils

MPs and Assembly Members

Passenger/user groups

Local business groups

Local community groups

The workshop was held on 26 July and included representatives from:

• London TravelWatch

7 Going cashless on London Trams • Sutton Council

• Croydon Council

• Merton Council

• The Assembly Member for Merton & Wandsworth

We also had pop-up stands where you could meet the Tram team about the proposals and anything else Trams related:

• 16 September in the Whitgift Centre, Croydon

• 23 September at Beckenham JunctionTram Stop

• 30 September in the Centre Court shopping centre by

• 7 October in the Whitgift Centre, Croydon

• 14 October in the Centre Court shopping centre by Wimbledon Station

• 21 October at Beckenham JunctionTram Stop

• 28 October in the Whitgift Centre, Croydon

People were invited to respond using a variety of methods. They could respond by speaking to us at an event or meeting, via our freepost address (FREEPOST TFL CONSULTATIONS), by emailing [email protected] or through the website questionnaire at consultations.tfl.gov.uk/rail/cashless-trams.

Going cashless on London Trams 8 3. Summary of responses 3.1 Summary

We received 852 comments and suggestions online. The main themes are summarised below. • Have more opportunities to top-up at Tram stops

. 107 people suggested replace the paper ticket machines with Oyster top-up machines on platforms

. 11 people suggested have ticket machines for when they had no Oyster credit and no contactless card

• Raise awareness among tourists and visitors to Trams

. 73 people suggested raise awareness of going cashless, eg for visitors from outside London

. 3 people suggested more publicity of going cashless on the Trams

• Keep ability to pay with cash

. 27 people suggested keeping the ticket machines at the main interchanges

• Have more validators at Tram stops

. 19 people suggested have the ability to touch-in on-board like buses

. 15 people suggested have more readers on platforms

Other suggestions:

• 12 people suggested better signage on ways to pay/distance to nearest Oyster Ticket Stop

• 5 people suggested enable use of concessionary passes to align with buses

• 5 suggested be able to dip into negative balance on your Oyster card like buses

• 4 people suggested more seating at Tram stops

• 3 raised the issue of ability for vulnerable people to be able to get home without a ticket

9 Going cashless on London Trams • 2 suggested have the ability to buy an Oyster card at Tram stops

• 1 person suggested have the ability to pay a one-off fee if their Oyster card/contactless card is not working

• 1 person suggested better signage and information on how to pay at stops

• 1 person suggested clearer signage on how to touch-in on platforms

• 1 person suggested keep the ability to buy a ticket on day of travel

• 1 person suggested keep the ability to pay with cash or buy a ticket from a ticket inspector/touch-in on-board the Tram

• 1 person suggested have a one-day pass like buses

• 1 person suggested having the ability to touch-in more than once with the same card for groups of people/visitors

We also asked people if they used Trams or not, to understand where responses were coming from.

3.2 Stakeholder respones East Transport Committee

The East Surrey Transport Committee represents users of the bus and rail network in the south of Croydon, parts of Sutton and in north east Surrey.

If the Tram is to go cashless it has to take into consideration that a lot of people will not have an Oyster card or contactless bankcard. This applies to a range of people including visitors to London from other parts of the UK or from overseas.

We believe to make cashless Trams work and be fair to all uses the following should apply:

• The one-day Bus and Tram pass becomes very important as the only other method of using the Tram if you do not have an Oyster card, contactless bankcard or a . Therefore the one-day Bus and Tram pass must be much better promoted at each Tram stop indicating the nearest location that one can be purchased

• At the following Tram stops: Wimbledon, Mitcham Junction, West Croydon, East Croydon, Elmers End, Beckenham Junction and Beckenham Road for Clockhouse Station there should be a clear indication that a one-day Bus and Tram pass can be purchased at the booking office or from the Rail Ticket Machines with instructions of how to obtain the pass from the machine

Going cashless on London Trams 10 • The 'one more journey' for Oyster cards with insufficient funds should apply to the Tram as well

• As a number of Tram stops are in isolated locations more discretion should be applied to the issuing of Penalty Fares from these locations

• As Tram fares are now completely in line with bus fares the English National Concessionary Travel Passes for Pensioners and Disabled persons should also be made valid on the Tram.

London TravelWatch

London TravelWatch is the statutory body representing the interests of passengers on the network including on the Trams. London TravelWatch supports the proposal provided that a number of issues are addressed prior to its implementation. These are:

• A change to the fare structure to allow non-London resident holders of the English National Concessionary Travel Scheme pass holders to travel free in line with the conditions applicable to London holders. This is because a significant proportion of existing cash ticket purchasers are older people from outside the London area, particularly at places such as New Addington and Addington, where there is often informal park and ride in operation

• Extension of the ‘one more journey’ facility for Oyster card holders that is currently available on the bus network to include Trams. This is to address the needs of passengers with low Oyster credit balances in areas where there are a lack of Oyster agents

• Recruitment of additional Oyster agents in the areas close to the Tram network especially where there are gaps in provision

• Consideration of the needs of groups of passengers travelling together such as allowing multiple persons to travel using one contactless payment

• Promotion of through-ticketing arrangements to and from the rail network

• Continuation of the current education programme in respect of cash ticket users

• Promotion of the availability of Oyster top-ups at interchange stations with National Rail from ticket vending machines, including with cash

• Promotion of contactless bank card transactions for Tram journeys

• Revised guidance on the application of Penalty Fares in the event that passengers have no other means of payment available

11 Going cashless on London Trams • That sufficient notice is given to passengers at stops of the intention to remove ticket vending machines.

Going cashless on London Trams 12 4. Response to issues raised

Customer information and education People wanted more information about where to top-up and ticket options. We are adding more signage and information to advise passengers on ways to pay and ticket stop locations.

We are going to work with the Croydon and Wimbledon Business Improvement Districts (BIDs) to distribute maps to local hotels and travel hubs for tourists and visitors advising that Trams and buses are cashless along with information on alternative ways to pay.

There will be an awareness campaign about going cashless on the Trams, especially for people travelling into London.

We will have Travel Ambassadors at selected Tram stops to help passengers move to alternative ways of paying.

We will have a grace period from the implementation of going cashless so as not to penalise passengers who aren’t aware of the change.

Vulnerable people

Help Points are available at every Tram stop to help vulnerable people and assistance throughout operational hours.

Revenue Inspectors will get additional training to identify vulnerable people to ensure they can travel safely.

Alternative Ways to Pay

We’ve looked at providing 'one more journey' but we unable to do this because it requires a paper ticket to be issued by the validator which isn’t available with the current Trams infrastructure. We will help people through information and awareness about not going into negative balance.

Before the engagement we explored the option of replacing the TVMs with Oyster Top-Up machines but the cost would be £2.8m and a further £0.5m per year annual maintenance. This could not be justified with the alternative ways of payment for the fewer than 66 people per day who currently pay by cash.

There will be no change in policy in accepting the English National Concessionary Bus Travel Scheme. This does not affect those who hold a Freedom Pass.

13 Going cashless on London Trams We launched the TfL app which allows customers to top-up at the Tram stop. To help with the anticipated passenger demand we will be installing additional validators at selected stops as well as making it more convenient and quicker for passengers to touch in.

Going cashless on London Trams 14 Appendix A – Flyer distribution area and copy of the flyer Number of flyers distributed in that TVM postcode node area

SW19 8YE 648

SW19 3BX 432

CR0 3DD 972

CR0 3JX 432

CR0 4XE 432

CR0 1RN 648

CR0 1LF 1620

CR0 6SF 540

CR0 7AA 324

BR3 4EL 216

BR3 1HL 432

SE25 4RZ 216

CR0 0QA 432

CR0 0JA 216

CR0 0JW 432

Total 7992

15 Going cashless on London Trams Contact us: Have your say on Website: tfl.gov.uk/cashless-trams proposals for Trams in Email: [email protected] London to go cashless Post: Public engagement FREEPOST TFL CONSULTATIONS 4 September to 29 October 2017 Tel: 0343 222 1155* *Service and network charges may apply. To request a paper engagement form, or a copy of this leaflet in Braille, large-text or another language please contact us using the details provided above. What we are proposing • With pay as you go, you can benefit from the Hopper fare, which gives a second Tram or bus We are seeking your views on our proposal to no journey for free within one hour of touching in longer accept cash payments for paper Tram on the first Tram or bus journey. tickets bought from the ticket machines at Tram stops. We are also proposing to remove these • With pay as you go daily capping, you can make as ticket machines, which only sell a small number many journeys as you like in a single day and the of the more expensive paper tickets every week. amount you pay will be limited. • If you pay as you go with contactless, you can also This won’t change other ways you pay for your benefit from weekly (Monday to Sunday) capping. travel such as pay as you go with contactless or an Oyster card, Travelcards or Bus & Tram Passes. To get an Oyster card, you will need to pay a £5 deposit, and then add pay as you go credit or a season Why we are proposing this ticket before you can travel. You can get an Oyster A single paper ticket purchased from a ticket card from almost 4,000 local shops in London known machine is £2.60. The equivalent pay as you go single as Oyster Ticket Stops. You can also get an Oyster card fare with contactless or an Oyster card is just £1.50. from the Tramlink shop, Tube, London Overground and TfL Rail stations, some National Rail stations, Only 0.3% of single Tram journeys are paid for using Visitor Centres and Oyster online if you live in the UK. a ticket purchased from a ticket machine at a Tram stop. This is less than 250 tickets per day. Talking to For more information about ticket options, or to find customers, we know that most people already carry your nearest Oyster Ticket Stop, visit tfl.gov.uk/fares another means of paying for their travel (such as a To find out more, see details of our public drop-in contactless payment card). As these ticket machines sessions and to have your say visit: have such low usage and have now reached the end tfl.gov.uk/cashless-trams of their useful life, it is no longer cost effective for Please submit your views by Sunday 29 October TfL to maintain them or have them replaced. Ticket options There are a range of alternative ticketing options which offer better value and more convenience than buying paper tickets from a ticket machine. The easiest way to pay for your travel is to pay as you go using contactless or Oyster: • The pay as you go single fare using contactless or an Oyster card is £1.50. The equivalent paper ticket from a ticket machine is £2.60.