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Staff Guide to Fares and Ticketing from 2Nd January 2016

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Staff Guide to Fares and Ticketing from 2Nd January 2016 Staff Guide to fares and ticketing From 2nd January 2016 Book 2: Types of tickets and ways to pay For staff use only The Staff Guide to Fares and Tickets is split into three separate booklets plus appendices: Book 1: Fares and tickets Book 2: Types of tickets and ways to pay Book 3: Photocards and discount schemes Appendices: includes maps and where to buy tickets Types of tickets and ways to pay This guide describes • the different tickets available and ways customers can pay to travel on TfL and most National Rail services in London • paying for travel on river services and Emirates Air Line Our ticketing system is complicated and we know it can be difficult for our customers to choose what’s best for them. This guide should help you understand the range of options available and in turn be able to advise customers to help them make the right choice. We offer a number of ways to pay, but for most customers using pay as you go with a contactless payment or Oyster card is best for value, flexibility and convenience. It means they can travel all over our network at all times, secure in the knowledge that they have a valid authority to travel. This guide provides detailed information about: • Ticket types • Ways to pay • Buying tickets • Using Oyster and contactless payment cards • Revenue Inspection • Customer support Customer information is also available on the Fares and Payments pages of our website: tfl.gov.uk/fares Contents Types of tickets and ways to pay - contents Section Page Helping customers choose the right ticket Pay as you go 1 Day tickets 1 When are season tickets best value 1 Oyster or contactless? 2 Only here for a short visit? 2 Flexible and part-time travel 2 Families 2 Visitors 2 Ticket types Ticket types 3 Fare Zones 3 Single tickets and pay as you go 4 Day and season tickets 4 Pay as you go 4 Pay as you go with capping 4 Pay as you go on buses and trams 5 One more journey using Oyster 5 Tram pay as you go fares and feeder buses 6 Pay as you go on Tube, DLR, London Overground, TfL Rail 6 and National Rail services Peak and off-peak pay as you go fares 6 Off-peak fares during the evening peak 6 Pay as you go on National Rail services 7 Where is pay as you go valid on National Rail services? 7 Where isn’t pay as you go valid on National Rail? 7 Pay as you go tariffs on National Rail 7 Pay as you go on river services 9 Pay as you go on Emirates Airline services 9 Contents Types of tickets and ways to pay - contents Section Page Ticket types Capping 9 Daily capping 9 Peak and off-peak capping 10 Daily capping from stations north of Chorleywood and 10 Hatch End Monday to Sunday capping 11 Bus & Tram Passes 11 One Day Bus & Tram Pass 12 One Day Bus & Tram Pass on an Oyster card 12 Printed One Day Bus & Tram Pass 12 Bus & Tram Pass season tickets 12 Bus Saver 13 Travelcards 13 Day Travelcards 14 Travelcard season tickets 15 Printed 7 Day and monthly Travelcards 15 Travelling beyond a Travelcard’s validity 15 Group tickets 16 Group Day Travelcards 16 Group tickets for travel on DLR only 16 Paper single tickets 16 On buses and trams 16 Tram paper single tickets and feeder buses 16 On Tube, DLR, London Overground, TfL Rail and some 17 National Rail services Paper single tickets on National Rail services 17 Validity of paper single and return tickets on Tube, DLR, London Overground, TfL Rail and some National 18 services Contents Types of tickets and ways to pay - contents Section Page What are contactless payment cards? What are contactless payment cards? 20 Contactless payment cards issued in the UK 20 Contactless payment cards issued outside the UK 21 Overseas transaction fees 21 Pre-paid cards 22 Joint accounts 22 Other methods of contactless payment 22 Barclaycard Contactless Mobile 22 bPay 24 Apple Pay 26 Customer support 29 Oyster What’s available on Oyster? 30 Where can customers get an Oyster card? 30 Issuing Oyster cards and Oyster photocards 30 Registering and protecting Oyster cards 31 When can customers register their Oyster cards? 31 Where can customers register their Oyster cards? 32 Who must register their Oyster cards? 32 Are Oyster cards transferable? 32 Paper tickets Day Travelcards 33 Group Day Travelcards 33 One Day Bus & Tram Pass 33 Single and return tickets 33 Paper season tickets and photocards 34 Contents Types of tickets and ways to pay - contents Section Page Visitor Oyster cards Visitor Oyster cards 35 Where can customers get a Visitor Oyster card? 35 Young Visitor discount 36 Visitor attraction admission tickets 37 Where to buy and top-up Oyster card Oyster online and telesales 38 Tube, London Overground and TfL Rail stations 38 National Rail stations 39 DLR stations 39 Visitor Centres 39 Oyster Ticket Stops 40 Oyster Sales Service 41 How to pay 41 Cash 41 Cheque 41 Credit/debit cards 41 Buying tickets in advance 42 Using Oyster and contactless payment cards to travel Where are Oyster and contactless payment cards 43 accepted for travel Buses and trams 43 Tube, DLR and London Overground 43 National Rail 43 Thames Clippers River Buses 44 Emirates Air Line 44 Using Oyster and contactless payment cards 44 Pay as you go on buses and trams 45 Contents Types of tickets and ways to pay - contents Section Page Using Oyster and contactless payment cards to travel Pay as you go on Tube, DLR, London Overground, TfL Rail, National Rail, Thames Clipper River Buses and 45 Emirates Airline Card clash 46 Fares charged using a contactless payment card 46 Unpaid fares 47 Declined payments 47 Maximum fares 48 Incomplete journeys 48 Touching in and out if the gates are open 49 Automatic completion of incomplete journeys 49 Checking for incomplete journeys 49 Refunds on incomplete journeys 49 Refunds online 50 Differential charging for pay as you go journeys 50 Alternative routes for Travelcard customers 51 Changing trains – touching in and out 52 Pink card readers 52 What do pink readers look like? 52 Stations with pink card readers 53 Travelling between Tube stations at Heathrow 53 Selective auto completion 53 Journey history 54 Auto top-up 55 Out of station interchange (OSI) 55 Maximum journey times 56 Same station exits 58 Contents Types of tickets and ways to pay - contents Section Page Revenue Inspection Penalty fares and prosecution for irregular travel 60 Inspection of contactless payment cards on buses 60 Inspection of contactless payment cards on rail and tram 61 Failed Inspection: Valid contactless payment card 61 Failed Inspection: contactless payment card is not 63 valid Refunds Service delay refunds 64 Customer Support On system support 65 TfL online account 65 Benefits 66 How to sign up 66 My cards 67 Notifications 68 Card ready for travel 69 Today’s travel 69 Travel statement (journey and payment history) – 69 contactless payment card Journey history – Oyster 70 Self serve refunds 73 Pay unpaid fares 74 Customers without a TfL online account 74 Signing up for a TfL online account 75 Customers with joint accounts 75 TfL customer services 76 Card issuers 77 Helping customers choose the right ticket Our ticketing system is complicated and we know it can be difficult for our customers to choose the right ticket. Pay as you go For most customers, using pay as you go is best for value, flexibility and convenience. It means they can travel all over our network at all times, secure in the knowledge that they have a valid authority to travel. Customers can use a contactless payment or O ys ter card for pay as you go travel. If they make many journeys in a day, the cost of their travel is automatically capped. Pay as you go may not be best value if they: • are eligible for free or discounted travel • travel regularly over longer periods • travel on Gatwick Express services Day tickets Pay as you go with daily capping is usually cheaper than a Day Travelcard or One Day Bus & Tram Pass. And if they don’t make enough journeys to reach a daily cap, it will cost less. When are season tickets best value? Traditionally, Travelcard and Bus & Tram Pass season tickets offered best value if customers made a return journey every day over a period. However for many, this is no longer true: • If they only make a return journey on five days a week or less, a 7 Day Travelcard or Bus & Tram Pass will usually be more expensive than two pay as you go journeys per day • We charge more at busy times, so if they travel during the off peak, pay as you go is usually better value. Season tickets are priced to include travel during peak hours - 1 - Helping customers choose the right ticket Oyster or Contactless? Pay as you go on Oyster offers daily capping. Customers can also add 7 Day, monthly and longer period Travelcard and Bus & Tram season tickets to an Oyster card. Contactless payment cards can only be used for adult-rate pay as you go travel and offer daily and Monday to Sunday capping; season tickets and discounts can’t be added. Only here for a short visit? Pay as you go is the best option if customers already have a contactless payment or Oyster card. If they don't have one of these, they should be advised to consider getting an Oyster card which they can use whenever they visit London.
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