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Don't Get Caught Out!

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Don't Get Caught Out! What happens if I travel beyond my destination? OUR NEW-LOOK DON’T GET It is your responsibility to buy any additional tickets you WEBSITE, NOW MOBILE require to make your original ticket valid for your entire journey before you travel, if you do not you may be Take a look at eastmidlandstrains.co.uk liable to a Penalty Fare. CAUGHT Our new look website, Travelling with us doesn’t just look better, it’s also designed to OUT! Our Penalty Fare scheme sets out to eliminate fare evasion work on your mobile. on our services. It is actually a criminal offence to travel without paying for your journey. So, it is important that See live departure and EAST MIDLANDS TRAINS fare evasion is treated seriously - particularly for our fare arrival information, paying customers. book tickets to hundreds GUIDE TO PENALTY FARES of destinations and view If you buy the appropriate travel tickets either online at VALID FROM MAY 2013 UPDATED eastmidlandstrains.co.uk or at a station Ticket Vending timetables, quickly and Machine or Ticket Office, you need not worry about easily. Penalty Fares. If you have any questions about travelling with us or any queries about our Penalty Fare scheme please call our Visit eastmidlandstrains.co.uk Customer Relations Team on 08457 125 678 (select option 5) - they will be happy to help. For the cheapest East Midlands Trains fares and to book tickets online for all GB train journeys and through fares to Further information Europe with Eurostar. This leaflet is only intended to be a guide and should not East Midlands Trains booking line be regarded as a complete or authoritative statement on the Penalty Fares Rules 2002. The information in this call 08457 125 678 leaflet was correct at the time of printing in May 2013, but may be subject to change without prior notice. ► Booking tickets & information ► Customer service ► Group travel ► Business travel Copies of the Penalty Fare Rules are available from: ► Season tickets ► Assisted travel Customer Relations East Midlands Trains TextDirect 18001 08457 125 678 FREEPOST RSAK-GETK-BSJX (For people with hearing impairments). Nottingham NG32 3DQ The information in this leaflet was correct at the time of printing in May 2013, but may be subject to change without prior notice. East Midlands Trains does not accept liability for any Or call 08457 125 678 inaccuracy of this information. Part of Stagecoach Group PLC EMT056DES eastmidlandstrains.co.uk stagecoachgroup.com OUR PENALTY FARE SCHEME This leaflet provides you with essential information about how our Penalty Fare scheme may affect you. A Penalty Fare is a charge issued to anyone travelling without a valid ticket. To avoid a Penalty Fare, we encourage you to purchase your travel tickets before embarking on your journey. In response to feedback, you can be assured that we are making every effort to eliminate fare evasion throughout our services. Fare evasion costs the rail industry £200 million a year, so it is important to have an effective Penalty Fare scheme in place. There are many ways to purchase travel tickets. You can buy them online in advance at eastmidlandstrains.co.uk, at the station Ticket Office or from a Ticket Vending Machine - this way you can avoid paying any Penalty Fare charges. If you are travelling from a Penalty Fare station on an East Midlands Trains Service (see map towards the back of this leaflet for details) and you are unable to produce a valid ticket, you may be liable to pay a Penalty Fare. The Penalty Fare is £20 or double the single Anytime fare to the next station stop - whichever is the greater amount. In this leaflet you will find important information about the Penalty Fare scheme, how to avoid these charges and what to do in the event of being issued a Penalty Fare. What should I do if I have forgotten If I am issued a Penalty Fare charge, my Season Ticket and / or a photo- do I need to pay immediately? card? When issued with a Penalty Fare you have the option to pay a member of our Revenue Protection Team You should buy a ticket to cover your journey before immediately or you have 21 days to make the full boarding your train. You may be able to apply for a refund payment. Alternatively, if you wish to appeal against the on this ticket at any Ticket Office or through Customer decision to be charged a Penalty Fare, you have 21 days Relations. Only two refunds of this type will be considered to do so. in 12 months and an administration fee may be charged. To appeal against your Penalty Fare you must do so in If you have boarded the train before realising you haven’t writing and send this to the appeals address on the Penalty got your Season Ticket and/or Photo Card, it is your Fare notice. This appeals service is independent of East responsibility to approach a member of the on train staff Midlands Trains and will consider your appeal based on as soon as possible. You will be sold a ticket for your the facts concerning the case. journey for which you will be able to claim a refund on production of your season ticket. If you have no means of If you don’t pay the charge and you choose not to payment you will be issued with an Unpaid Fares Notice appeal, legal proceedings may be brought against which you can appeal against upon production of your you. season ticket. If you do not make the payment immediately, a member If a member of our Revenue Protection Team approaches of the Revenue Protection Team will ask you for your name you, who is an Authorised Collector, they will record and address. Failure to provide your address, or giving a details of your Season Ticket and issue you with an Unpaid false name and address, is a criminal offence and may Fares Notice. You must send this Unpaid Fares Notice lead to prosecution. together with a clear photocopy of your Season Ticket and photo-card to the address detailed on the Unpaid Fares How can I pay for my Penalty Fare? Notice. Failure to return the Unpaid Fares Notice or making a false claim can lead to prosecution. If the You can use cash and all major debit / credit cards, member of staff is not an Authorised Collector, you need with the exception of Solo and Electron, or a cheque to buy a ticket and apply for a refund. (supported by a cheque guarantee card). What if I have purchased a You can pay the full amount immediately or if you are unable to pay there and then, you have 21 days in which discounted ticket with a Railcard but to do so. Full details of how to make payment can be cannot produce the Railcard when found at the bottom of the Penalty Fares Notice. asked to do so? You may be liable to a Penalty Fare as a discounted ticket is only valid on production of the Railcard. Who can charge a Penalty Fare? If neither of these options are available at the station (this may be because it is not possible to purchase the type of Only members of our Revenue Protection Team, who are ticket you require i.e. a concession ticket from a Ticket authorised collectors, can issue a Penalty Fare. They carry Vending Machine or because it is out of order and the with them an Authorised Collector’s identification badge, station Ticket Office is closed) and you do not have a which you can ask to see. Where we have an agreement pre-booked ticket, it is your responsibility to approach a with another train operating company, their Authorised member of the on board staff to purchase a ticket as soon Collectors will carry identification also, which indicates as possible. that they are authorised to issue Penalty Fares on behalf of East Midlands Trains. Please note, our Revenue Protection Team have a system in place which allows access to real-time What Penalty Fare arrangements do information about the availability of all ticketing facilities at our stations and the types of tickets East Midlands Trains have with other that can be purchased from our Ticket Vending train operators? Machines. East Midlands Trains and First Capital Connect have reciprocal arrangements, both Penalty Fare schemes If you are at a station where there are no Ticket Vending operate in conjunction with each other. Machines and no Ticket Office you should use a Permit to Travel machine. This allows you to pay towards your Details of stations where other train operating companies ticket value with whatever money you have available. It is schemes apply are available from our Customer Relations your responsibility to approach a member of the on board Team on 08457 125 678 staff to purchase a ticket as soon as possible and within two hours. The value of your Permit to Travel ticket will be What should I do if I have a problem deducted from the ticket purchased on board. buying my ticket before boarding the If the Permit to Travel machine is not in use, you must approach a member of on board staff at the earliest train? possible opportunity. It is your responsibility to leave enough time to buy your ticket. The most convenient way to guarantee What if I want to buy a Season Ticket your ticket is to purchase it online in advance at and the ticket office is closed? eastmidlandstrains.co.uk. You must buy a ticket before you board the train.
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