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The Chiltern Railways Company Limited Penalty Fares Scheme

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The Chiltern Railways Company Limited Penalty Fares Scheme The Chiltern Railways Company Limited Penalty Fares Scheme December 2015 1. Penalty Fares Trains 1.1. For the purposes of this scheme, all the trains operated by the company (Chiltern Railway Company Limited) on the following routes will be Penalty Fares Trains as described in the Penalty Fares Rules 2002. A map showing the routes in further detail is attached as Appendix A 1.2. Trains on which Penalty Fares maybe issued • Kidderminster/Stourbridge/Birmingham to London • Aylesbury Vale Parkway/Aylesbury to London • Stratford-upon-Avon to London • Oxford Parkway/Bicester Village to London • Aylesbury to Princes Risborough 2. Penalty Fares Stations 2.1. For the purposes of this scheme, the following are stations at which the Chiltern Railways Penalty Fares Scheme will apply: London Marylebone London Paddington* Wembley Stadium Northolt Park Sudbury & Harrow Road Sudbury Hill Harrow West Ruislip South Ruislip Denham Denham Golf Club Gerrards Cross Seer Green & Jordans Beaconsfield High Wycombe Saunderton Princes Risborough Haddenham & Thame Parkway Bicester North Kings Sutton Banbury Leamington Spa Warwick Warwick Parkway Dorridge Hatton Lapworth Widney Manor* Solihull Olton* Acocks Green* Tyseley Birmingham Moor Street Birmingham Snow Hill* Jewellery Quarter* The Hawthorns* Smethwick Galton Bridge* Rowley Regis* Old Hill* Cradley Heath* Lye* Stourbridge Junction* Hagley* Blakedown* Kidderminster* Monks Risborough Little Kimble Aylesbury Vale Parkway Aylesbury Stoke Mandeville Wendover Great Missenden Harrow on the Hill* Rickmansworth* Chorleywood* Chalfont and Latimer* Amersham* Oxford* Oxford Parkway Islip Bicester Village Claverdon* Bearley* Wilmcote* Stratford-upon-Avon Parkway* Stratford-upon-Avon* Heyford* Tackley* Langley Green* Small Heath* Note: Stations where the station facility operator (SFO) is not Chiltern Railways are marked with an asterisk (*) 2 3. Compulsory Ticket Areas (CTAs) 3.1. Definition Compulsory Ticket Areas can be any area at a station identified by a notice which indicates that persons may not enter that area without being able to produce a ticket or other authority authorising travel on a train arriving at or departing from that area or otherwise authorising entry into that area. The need for a ticket does not apply in the following circumstances • There were no facilities in working order for the issue or validation of tickets at the time when and the station where the journey started. • There were no facilities for the issue or validation of the tickets at the station concerned • When granted permission by an authorised person 3.2. The following stations have compulsory ticket areas Station Parts of Station Covered by CTA Reason for CTA London Marylebone All platforms South Ruislip All National Rail platforms Gerrards Cross All platforms and footbridge Beaconsfield All platforms and footbridge High Wycombe All platforms and footbridge Aylesbury All platforms and footbridge These are stations where all Bicester Village All platforms and footbridge passengers must hold a Oxford Parkway All platforms and footbridge valid ticket to enter the Birmingham Moor Street All platforms and footbridge platforms in order to make Birmingham Snow Hill* All platforms and concourse a barrier check practicable. Harrow on the Hill* Platforms, underpass & overbridge Rickmansworth* All Platforms Chorleywood* All Platforms Chalfont and Latimer* All Platforms Amersham* All Platforms Note: Stations where the station facility operator (SFO) is not Chiltern Railways are marked with an asterisk (*) 3.2 Changes of status to compulsory ticket areas New compulsory ticket areas will be advertised by way of warning notices for a period of not less than 28 days before the change takes place. 3.3 Platform tickets At stations where a CTA is in place platform tickets maybe sold by the ticket office. Where sold these tickets will be £0.10. Persons liable to purchase a platform ticket include but are not limited to people who are seeing off customers, those who wish to meet arriving customers off trains and those who wish to visit platforms but are not travelling. People assisting customers with disabilities will not be charged to enter the CTA 3 4. Ticket facilities 4.1. Appendix B shows the ticket facilities that are provided at each station where the CRCL Penalty Fares Scheme will apply, along with the ticket office opening hours. At many stations a second way of buying tickets is provided by ticket vending machines. Permit to Travel (PERTIS) machines are also available at some locations 4.2. The ticket facilities at each penalty fares station are sufficient to meet the Ticketing and Settlement Agreement and the relevant SFOs Passenger Charter queuing standards under normal circumstances at all times of the day. The Passenger’s Charter queuing standard at CRCL stations is 5 minutes during the peak and 3 minutes off peak. Where queuing standards are not met we will invoke provisions necessary to ensure compliance 4.3. At staffed stations operated by Chiltern Railways we will check that ticket vending machines are operable every day the station is staffed. Staff are trained to rectify simple faults themselves or with the aid of advice from a helpdesk, where this is not possible our maintenance contractor will repair any faults. Our maintenance contract states that machine faults will normally be corrected with 24 hours 4.4. Where the station is unstaffed ticket vending machines will be physically checked at least weekly but more normally every 2 days. Staff are trained to rectify simple faults themselves or with the aid of advice from a helpdesk, where this is not possible our maintenance contractor will repair any faults. Our maintenance contract states that machine faults will normally be corrected with 24 hours 4.5. TfL Oyster cards are valid on all Chiltern Railways services for journeys wholly within the London ‘zones’. In order to be valid for a particular journey the oyster card must be ‘tapped’ in at the validator at each station. Facilities to ‘top up’ oyster cards are available on our Ticket Vending machines at stations at all stations we operate within the London ‘zones’ 4 5. Oyster, contactless payment and Apple/Android pay 5.1. Where applicable on our routes (please check before travelling) Oyster, contactless payment and Apple/Androidpay can be used. Please touch in an out on the yellow reader and ensure that your card or phone validates. If the payment card or phone has not been validated your ticket will not be valid 5 6. Publicity and Warning Notices 6.1. Chiltern Railways will maintain a penalty fares leaflet that will explain our penalty fares scheme in the format of frequently asked questions. The leaflet includes a map showing penalty fares stations and the routes operated by penalty fares trains. The penalty fares leaflet will be available at Chiltern Railways stations or on line free of charge. We will provide a hardcopy and also a copy of the Penalty Fares Rules 2002 to anyone who asks 6.2. We will from time to time use electronic station displays and announcements to provide additional warnings that we operate a penalty fares scheme 6.3. Our customer relations team can supply literature in alternate formats such as Braille, Large Print, ‘Easy Read’ or Audio 6.4. All ticket office, platform, customer services and on train staff are briefed on our Penalty Fares Scheme and the customers obligations along with penalties that maybe imposed 6.5. Penalty Fares warning notices will continue to be displayed in line with rule 4 at each station and at the entrance to each CTA. These notices take the form of signs (either paper, plastic or metal) displayed at each entrance to each platform and on the platforms so that they can be seen by passengers changing on to a penalty fare train. Our signs are compliant with both the penalty fares rules 2002 and current ATOC guidance of September 2003. They are black on yellow and are very different from our normal signage and posters, they display a warning along with the penalty. We currently have 8 different variations dependent on TOCs using the station and CTAs in place. We will check that these signs are in place and correctly positioned as part of our regular station audits, they will also be checked by members of the revenue Protection Team 6.6. For stations where Chiltern is not the Station Facilities Owner (SFO) we will audit provision of signage and raise perceived deficiencies with the SFO 6 7. Selection and training of Authorised Collectors 7.1. All members of staff required to become authorised collectors as stipulated in the penalty fare rules will be interviewed by the Revenue Protection manager or another suitable member of staff. The object of the interview will determine if the candidate has the required competencies suitable for the duties of authorised collector. Records of each interview are kept on the personal file of successful candidates 7.2. Once appointed each member of staff who will fulfil the duties of authorised collector will receive appropriate training and personnel one on one mentoring during their induction training programme. Records of this training will be retained. Product training will include • Various ticket types and restrictions by route or time • National Rail Conditions of Carriage (NRCoC) • Railway Bye-laws • Penalty Fare Rules 2002 • Chiltern Railways Penalty Fares Scheme • Chiltern Railways Revenue Protection Strategy including the use of discretion • Conflict awareness training • Customer Service skills Training will be delivered either internally or by a third party. Training will be reviewed as appropriate with its suitability assessed 7.3. We will assess the knowledge and ability of each authorised collector regularly and address shortcomings as appropriate 7.4. We will only issue members of staff who have passed this training with the appropriate authorised collector identification. 7.5. Where complaints are made they will be fully investigated. Complaints about the scheme will be divorced from complaints about conduct.
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