Penalty Fares Scheme
West Midlands Trains Ltd
10 December 2017
West Midlands Trains Operating Route December 2017
1. Introduction
1.1 We, West Midlands Trains Ltd (WMT), give notice, under Rule 3.2 of the Penalty Fares Rules 2002 that WMT wish to operate a Penalty Fares Scheme with effect from 10 December 2017. This Scheme will operate over the same geographical area covered by the West Midlands Franchise. This document describes our Penalty Fares Scheme for the purposes of the Penalty Fare rules. From this point onwards when we refer to Rules we are quoting/referring to the Penalty Fare Rules 2002.
1.2 Penalty Fares have been in operation throughout the London Midland Route since the Penalty Fares regulations were introduced in April 1994. WMT has decided to continue to operate a Penalty Fares scheme in this area. It has proved to be the most effective way of protecting revenue and in the interests of fare-paying passengers, whilst causing the least inconvenience. The franchise operates frequent, heavily used commuter and leisure services in urban and suburban areas . Most of our Penalty Fare stations do not have automatic ticket gates or permanent ticket inspectors.
1.3 We have prepared this scheme taking account of the following documents: • The Railways (Penalty Fares) Regulations 1994 • The Railway (Penalty Fares) (Amendment) Regulations 2005 • The SRA Penalty Fares Rules 2002 • Existing London Midland Penalty Fares Scheme.
1.4 In line with Rule 5.2, we have sent copies of this scheme to: • The Department for Transport (Rail) • West Midlands Rail (WMR) • Transport Focus • London TravelWatch • Rail User Groups – Marston Vale and the Abbey Line • Revenue Protection Support Services (RPSS) • Penalty Services Limited (PSL) • Our partner TOCs - Virgin Trains, Cross Country, Arriva Trains Wales, Northern Trains, Merseyrail, Govia Thameslink Railway, Chiltern Trains, London Overground, East Midland Trains.
1 | Page
2. Penalty Fares Trains
2.1 For the purposes of this scheme, all the trains that operate on the routes shown in the table below will be Penalty Fares trains. A map showing the routes on which the Penalty Fares trains run is attached as Appendix A.
Route and Service Train Service Group (as defined in our Passenger’s Charter)
London All train services operated by WMT as shown in the map Northwestern Appendix A
West Midlands Rail All train services operated by WMT as shown in the map (WMR) Appendix A
2 | Page
3. Penalty Fare Stations
3.1 For the purposes of this scheme, the following stations will be Penalty Fares stations.
Acocks Green Hagley Smethwick Rolfe Street
Acton Bridge Hall Green Solihull*
Adderley Park Hampton-in-Arden Spring Road
Albrighton Hamstead Stafford
Alvechuch Harrow & Wealdstone * Stechford
Apsley Hartford Stoke on Trent*
Aston Hatton Stone
Atherstone Hednesford Stourbridge Junction
Barnt Green Hemel Hempsted Stourbridge Town
Stratford upon Avon and Stratford upon Avon Berkhamsted Henley in Arden Parkway
Berkswell Hereford Sutton Coldfield
Bescot Stadium Jewellery Quarter Tame Bridge Parkway
Bilbrook Kidderminster Telford Central
Birmingham International * Kings Langley The Hawthorns
Birmingham Moor Street * Kings Norton Tile Hill
Birmingham New Street * Landywood Tipton
Birmingham Snow Hill Langley Green Tring
Blake Street Lapworth Tyseley
Bletchley Lea Hall University
Bloxwich Leamington Spa * Walsall
Bloxwich North Ledbury Warwick *
Bournville Leighton Buzzard Warwick Parkway *
3 | Page
Bromsgrove Lichfield City Watford Junction
Bushey * Lichfield Trent Valley Wellington
Butlers Lane Liverpool Lime Street * Wembley Central *
Canley Liverpool South Parkway * Whitlocks End
Cannock Longbridge Widney Manor
Cheddington Long Buckby Winsford
Chester Road Lye Witton
Codsall Malvern Link Wolverhampton *
Colwall Marston Green Wolverton
Coseley Milton Keynes Central Worcester Foregate Street
Cosford Northampton Worcester Shrub Hill
Coventry * Northfield Wylde Green
Cradley Heath Oakengates Wythall Crewe * Old Hill Yardley Wood
Dorridge* Olton
Droitwich Spa Penkridge
Duddeston Perry Barr
Dudley Port Redditch
Erdington Rowley Regis
Euston * Rugby * Five Ways Rugeley Town
Four Oaks Rugeley Trent Valley
Gravelly Hill Runcorn
Great Malvern Sandwell & Dudley
Selly Oak
Shenstone Shifnal
4 | Page
Shirley
Shrewsbury *
Small Heath
Smethwick Galton Bridge
Notes
• Stations marked with an asterisk are stations where WMT is not the Station Facility Operator (SFO) • During the WMT mobilisation period, it has been agreed with DfT that train services will not commence at Kenilworth station till 19 February 2018. At this point, Kenilworth will become a Penalty Fare station.
3.2 For the purposes of this scheme, the following table shows stations which will be exempt from the issue of Penalty Fares:
Alsager Lidlington Aspley Guise Millbrook
Barlaston Mossley Hill
Bearley Norton Bridge Bedford Park Street
Bedford St Johns Polesworth Bedworth Ridgmont
Blakedown Stewartby Bordesley St Albans Abbey
Bow Brickhill The Lakes
Bricket Wood Watford North Claverdon Wedgwood
Danzey Wilmcote
Earlswood Woburn Sands
Fenny Stratford Wood End
Garston Wootton Wawen
5 | Page
Hartlebury
How Wood
Kempston Hardwick
Kidsgrove
Pay train routes are shown in Appendix A.
6 | Page
4. Compulsory Ticket Areas
4.1 The following stations will retain clearly marked Compulsory Ticket Areas (CTA):
Part of Station covered by Station Reason for CTA CTA Birmingham Both platforms and footbridge These are stations where all Moor Street passengers must have a ticket to Birmingham enter the platforms in order to make Platforms and concourse Snow Hill a barrier check practical
Note: Both of the operators serving these two stations have Penalty Fare schemes in operation
‘Compulsory ticket area’ means any area at a station identified by a notice which indicates that people may not enter that area without a ticket or other authority allowing them to enter that area, or to travel on a train arriving at or departing from that area (SRA Penalty Fares Rules, 2002).
4.2 Gateline staff will be expected to use their discretion to admit people to enter the platforms without a ticket in a CTA. For example, people assisting disabled / elderly passengers to the train. In these cases, people will not be charged to enter the CTA.
7 | Page
5. Ticket Facilities
5.1 Appendix B shows the ticket facilities that are provided at each station where the WMT Penalty Fares Scheme will apply, along with the ticket office opening hours. If the ticket office is closed customers will be able to purchase a ticket via a ‘permit to travel’ (PERTIS) machine or other self-service ticket machines (TVMs).
5.2 The ticket facilities at each Penalty Fares station are sufficient to meet the Ticketing and Settlement Agreement (TSA) and Passenger’s Charter queuing standards under normal circumstances at all times of day. The standard is normally five minutes at peak times and three minutes at other times. The times defined as peak are shown on the notices exhibited at each station.
When queuing standards are not met and customers are unable to use alternative ticketing facilities, Ticket Offices will inform the Communications Centre who will advise authorised collectors by mobile phone. In these circumstances customers would not be liable to a Penalty Fare if they have been permitted to board a train by an authorised member of staff or through a customer announcement or notice.
5.3 Where queuing standards are not met regularly, we will invoke provisions to restore queuing standards. This could include: • Ensuring sufficient ticket office windows and staffing is provided • Deploy mobile revenue protection staff with mobile devices to sell tickets in the peak (as per current practice on our Greater Anglia franchise) • Evaluate the case for additional TVMs or relocating machines from other stations where they are not well used.
5.4 By 31 March 2019, WMT will have at least one smart enabled TVM at all its SFO (Station Facility Operator) stations. The TVMs will sell the full range of day tickets. This will remove the current reliance on PERTIS machines. In the unlikely event that a TVM does not sell the day ticket required, the customer will be able to buy the ticket on board (where available) or at destination without penalty.
5.5 At staffed stations operated by WMT, staff will check PERTIS and TVMs every day that the station is staffed. Additionally, we will enable TVMs to automatically alert ticket office staff if they are not offering a full service. Staff will be trained to put faults right themselves wherever possible, otherwise our maintenance contractors will repair any faults. Under our maintenance contract, all machine faults will normally be corrected within 48 hours. Any machine not offering full service will be reported to the appropriate manager and the Communications Centre, so that the authorised collectors can be advised.
5.6 At unstaffed stations, the ticket issuing machines are checked to be in working order. This will be achieved by: • Remote monitoring of TVM operating performance performed continuously by the Communications Centre and our TVM suppliers.
8 | Page
• Our security company contracted to empty cash boxes and replenish ticket stocks for TVMs and PERTIS machines, will also be trained in basic fault rectification. If they cannot rectify a problem they will escalate the fault to our Communications Centre. • Customers can inform the on-train Revenue staff if a problem with any machine is encountered. The on-train staff will be able to check the alleged fault and if confirmed report it to the Communications Centre by using a mobile telephone. • Periodical checks every 4 weeks undertaken by Line Managers as part of their audit regime or within 48 hours if it appears on the TVM issue list.
The Communications Centre will disseminate information that the problem exists and consequently Penalty Fares will be suspended for persons travelling from that station. The Communications Centre will arrange that the reported machine fault be investigated as a priority by alerting either of the following-: • WMT staff who are trained to put faults right themselves wherever possible or, • Our maintenance contractor if a machine fault cannot be rectified by WMT staff or a problem persists.
Machine faults will normally be put right within 48 hours. Once the faulty ticket machine has been repaired, the Communications Centre is notified. They will then advise authorised collectors that the machine is now fully operational and the charging of Penalty Fares can be re-instated.
The Communications Centre will record all matters in their daily log. This information can be used to help: • Managerial staff to monitor station ticket machine availability. • Identify trends of vandalism/crime. • Penalty Services Limited (PSL) (who will operate WMT’s independent appeals service) to make informed decisions if there is a complaint from a customer issued with a penalty fare when they say the machine was faulty.
5.7 At staffed stations operated by WMT, PERTIS machines will normally be switched off when the ticket office is open, but will be switched on by the ticket office staff when the ticket office closes. Ticket office staff will be given instructions to switch on any PERTIS machine whenever unusually long queues build up at the ticket office as per 5.2.
9 | Page
6. Publicity and warning notices
6.1 We will do the following to make sure that the scheme is well publicised: • Posters at stations • Penalty Fare leaflet distribution at stations • Penalty Fare warning notices on trains
6.2 We will produce leaflets, which will explain how the scheme works, include a map showing the Penalty Fares stations and the routes on which Penalty Fares trains run. We will do all we reasonably can to make sure that copies of the leaflet are available at each Penalty Fares station and from our Customer Relations department for as long as the scheme remains in force.
We will give a copy of this leaflet and a copy of the SRA’s Penalty Fares Rules to each person who asks for information about the scheme under Rule 8. The wording of the leaflet is attached as Appendix C. Our Customer Relations Team will send a large-print or audio- tape version of the leaflet to anyone who asks.
6.3 Penalty fares warning notices will be displayed in line with Rule 4, at each Penalty Fares station and at the entrance to each CTA. They will continue to be displayed as long as the scheme remains in force. These notices will take the form of metal signs or posters at dedicated sites, displayed at each entrance to the platforms and on the platforms at interchange stations where they can be seen by any passenger changing onto a Penalty Fares train. The wording and design of these warnings is shown in Appendix D. The signs will follow the signing guidelines contained in the Code of Practice on Penalty Fares produced by Rail Delivery Group (RDG).
We will check that these warning notices are properly displayed at each station which we operate every four weeks as part of our regular station audit process. For stations where WMT is not the SFO, we will ask that operator to contact our Communications Centre by telephone if Penalty Fare warnings are missing, damaged or obscured. We will carry out audits at these stations every four weeks.
6.4 We will also provide Penalty Fares warning notices on board Penalty Fares trains. The wording of these warnings is shown in Appendix E.
6.5 The consistent use of electronic customer information systems to display Penalty Fare warnings at stations is not currently an option. However, we are working towards introducing new digital customer information screens at all stations by December 2020, which may feature Penalty Fares messaging.
6.6 The use of electronic customer information systems on train may be used consistently to display or announce Penalty Fare messaging when the new vehicles arrive by the end of 2020.
10 | Page
7. Selecting and training authorised collectors
7.1 Human Resources identify candidates that may be suitable to become authorised collectors. These candidates will have to pass basic literacy and mathematical assessments before they are formally interviewed. The respective Revenue Protection Managers for each route will interview these candidates using the person specification for the post of an authorised collector to determine if they are suitable to be employed in that role. Records of each interview are kept on personal files of those that are successful.
7.2 We will train each person who is to be an authorised collector to make sure that they do this job properly and appoint a personal one-to-one mentoring during the training programme. We will keep appropriate training records for all our authorised collectors. The training will include:
• Product training, including ticket types and restrictions, excess fares and railcards; • National Rail Conditions of Travel • National Routing Guide • Railway bye-laws • Penalty Fares Rules and the Regulations • In depth and detailed knowledge of the WMT Penalty Fares Scheme, including the use of discretion by authorised collectors • Details of this scheme, including how authorised collectors should use their discretion • Customer service; and • Conflict Avoidance
7.3 After every training course, we will assess the knowledge and ability of each trainee. We will only appoint someone as an authorised collector and issue them with the appropriate authorised collector identification badge if that person shows a satisfactory knowledge of the subjects listed above in 7.2
7.4 We will provide refresher training to each authorised collector every 24 months. The refresher training will cover the same subjects as the initial training, and an assessment will be carried out afterwards. If an authorised collector fails to reach a satisfactory standard in that assessment, we will not allow them to continue as an authorised collector until they successfully pass a further assessment following additional training. We will keep appropriate records of this refresher training.
In addition, we will carry out annual performance reviews with each of our authorised collectors and monitor the appeals levels by individual. These reviews and controls will assist us to identify additional training that is required in any aspect of the authorised collector’s role.
7.5 We will fully investigate all complaints and take appropriate action as necessary to resolve such matters concerning our authorised collectors and how we operate our Penalty Fares scheme. We will keep records of each investigation and the action undertaken. If
11 | Page
appropriate, we will remove an authorised collector from their duties and withdraw their authorised collector’s identification, until they have been given extra training and have been re-assessed as satisfactory.
7.6 Each authorised collector will be given a routine briefing by his or her supervisor or manager every four weeks, covering relevant issues concerning safety, customer service, product changes and revenue protection. If there are any immediate issues or major policy changes, a special briefing will be arranged, including prior to the introduction of our new WMT scheme.
7.7 We will use a combination of induction training and briefing to make sure that other staff, including ticket office staff, platform staff, customer services staff and train crew, know how the Penalty Fares scheme works. We will keep appropriate records of this training or briefing.
12 | Page
8. Written instructions to authorised collectors
8.1 Authorised collectors will wear a distinctive uniform that clearly shows that they work for WMT. As per Rule 5, they will carry identification and produce it when charging a Penalty Fare or when asked by a passenger. This identification will include the authorised collector’s photograph and will show that they are authorised to collect Penalty Fares on our behalf and on behalf of any other operators who have authorised them to collect Penalty Fares.
We will not allow authorised collectors to collect Penalty Fares if they do not have this identification with them. The design of this identification will be in line with the code of practice on Penalty Fares produced by RDG, and an example is shown in Appendix F.
On certain occasions, WMT will also deploy authorised collectors in plain clothes to tackle specific problems such as the misuse of first class accommodation. On such occasions, the authorised collector will carry their authorised collector badge with them and produce it as they introduce themselves to the passengers that they are checking.
8.2 When they charge a Penalty Fare, authorised collectors will follow Rule 8 by issuing a Penalty Fare notice. The wording and layout of this notice is shown in Appendix G.
8.3 We will provide each authorised collector with written instruction concerning our Penalty Fares scheme in the form of a Penalty Fares handbook. These instructions will include details of our Penalty Fares trains, Penalty Trains stations, the opening hours and contact phone numbers for the ticket office at each Penalty Fares station. It will include details of the arrangements made in connection with other operators’ trains, passengers and Penalty Fares schemes. We will issue replacement pages to authorised collectors to keep their handbooks up to date whenever we make any alterations.
8.4 The instructions will clearly set out where passengers are, and are not, to be charged a Penalty Fare, including the procedures for: • Passengers who have changed onto a Penalty Fares train from another train • Passengers who have tickets, which are not valid only because of a ticket restriction • Passengers who have a ticket for their journey, but who are travelling by a route for which that ticket is not valid • Passengers who have standard class tickets who are travelling in first class • Season-ticket holders who do not have their season ticket with them • Oyster card holders.
13 | Page
8.6 In line with Penalty Fare Rules and Penalty Fare Policy, PFNs will not be issued if: • The person joined the train at a station outside the PFN area • Warning notices were not displayed • A notice was displayed which indicated that passengers were allowed to board that train without a ticket or other authority to travel • A person acting, or appearing to act, on behalf of the operator of that train or station indicated that the person was, or people generally were, allowed to board that train without a ticket or other authority to travel • Where the ticket is not valid on that train only because of a ticket restriction. In these cases, the passenger only needs to pay the excess fare.
8.8 The instructions will remind authorised collectors that although they may require passengers to make a minimum payment in line with Rule 8.2, passengers who are charged a Penalty Fare have 21 days in which to pay the rest. Authorised collectors will be given the discretion not to charge this minimum payment but to give passengers 21 days in which to pay the full amount unless a passenger wishes to appeal.
If the passenger appeals, we will adopt the “Stop the Clock” mechanism, which following the consultation response published in December 2017 will be introduced in during 2018. Further detailed of our “Stop the Clock” mechanism is provided in Section 12.
14 |
8.9 If a barrier check is to be carried out at a station without a CTA, authorised collectors will ensure: • They carry out a thorough search of the platform area before a check starts to ensure there is no-one on the platform side of the barrier check who is not travelling • They are in a position where they can see that a person approaching the barrier has actually alighted from a train service or put a system in place to control access to the platforms.
8.10 Authorised WMT collectors will not receive commission on the Penalty Fares or excess fares they issue.
8.11 We reserve the right to prosecute passengers if we believe that they deliberately intended to avoid paying their fare. In these circumstances, we will not charge them the Penalty Fare, or if we have already charged them a Penalty Fare we will cancel it and refund any money that they have already paid. We will inform them that this matter will now be dealt with under the terms of the Regulation of Railways Act 1889. In these circumstances, we will provide ‘proof of intent’ to proceed with a prosecution case.
15 | Page
9. Checking ticket facilities are available and warning notices displayed
9.1 Our WMT Communications Centre in Birmingham will be open 24 hours a day. Ticket office staff or local managers at each Penalty Fares station will tell the centre: • When a ticket office is closed within advertised opening times • If their ticket office closes temporarily (and when it reopens) • If their ticket office closes before its advertised time • When long queues build up (and when queuing levels return to normal) • When ticket or ‘permit to travel’ machines break down, or only accept coins or the exact fare; and • When these ticket or ‘permit to travel’ machines are working properly again.
9.2 At unstaffed stations, if the self-service ticket machine breaks down, staff at various locations will be alerted. They will advise the Communications Centre and the contractor responsible for maintaining the machine. The Communications Centre will then advise authorised collectors. The contractor will then reset the machine remotely, contact local staff to fix the problem or send an engineer. Under the terms of our maintenance contracts, engineers will call to rectify faulty machines within 4 – 48 hours of being notified of a fault, depending on the time of a call-out.
The self-service machines at unstaffed stations are emptied of money on a regular basis and this would also highlight malfunctioning machines which would be reported to our Communications Centre for the appropriate remedial action to be taken.
Revenue Protection staff will be instructed to look out for and report machine faults at unstaffed stations. Our Revenue Protection staff will show discretion to customers if they are unable to immediately verify if ticket machines are out of order.
9.3 Where we operate Penalty Fares at a station run by another operator, the operator will be provided with the relevant telephone number of our Communications Centre. They will be requested to report by telephone any retail information that would affect the operation of our Penalty Fares scheme.
9.4 The Communications Centre will keep an appropriate record of the information they have received, and will give this to our Customer Services Department. This Department will provide information to the Independent Penalty Fares Appeals Service (IPFAS) or to the Appeals Service (AS) as requested so that they can investigate Penalty Fares appeals. Such information will be held for 6 months before being destroyed.
9.5 We will give each mobile authorised collector a smart mobile phone with text and e- mail facility. The Communications Centre will send details of ticket office closures, very long ticket queues and faulty ticket or ‘permit to travel’ machines to every authorised collector. All authorised collectors will use their smartphones to confirm whether ticket offices are open and whether ticket and ‘permit to travel’ machines are working properly, with the Retail Support Centre or with the station staff.
16 | Page
10. Selling tickets on board trains
10.1 We do not intend to train conductors, guards or other on-train staff to be authorised collectors. On-train staff will check and sell tickets on board Penalty Fares trains, but will provide a written Penalty Fares warning to any passenger who is liable to a Penalty Fare and will draw the passenger’s attention to that warning. The wording of the written warning is as follows:
“If travelling from a Penalty Fare station, on a Penalty Fare train, you must buy your ticket (or get a “Permit to Travel”) before you board the train, where ticket or “Permit” issuing facilities are available. If an authorised Penalty Fares collector had been checking tickets, you may have been charged a £20 Penalty Fare or twice the full single fare to the next station stop, whichever is greater. You must buy a valid ticket before boarding a train, if ticket facilities are available.”
Staff who are not authorised collectors and only issue tickets on board Penalty Fare trains will be given initial training regarding written Penalty Fare warnings.
10.2 On-train staff who are not trained as authorised collectors who sell tickets in the Penalty Fares area will issue a mobile TIS ticket with the written Penalty Fares warning. On-train staff that are not trained as authorised collectors have been and will continue to be trained and regularly briefed on the importance of correctly issuing Penalty Fare warning tickets. The Penalty Fares Handbook incorporates written instructions on when to issue the Penalty Fare Warning tickets.
10.3 Revenue Protection Managers will develop and implement monitoring processes to ensure the WMT Penalty Fares policy is enforced consistently. This will include monitoring the issuing of tickets sold on board through the Mobile TIS. Our Datasys application will provide origin, destination, type of ticket and the fare paid for Mobile TIS tickets.
Additionally, we will also monitor the issuance of Penalty Fares notices and warnings through management information available from Revenue Protection Support Services (RPSS) and Penalty Services Limited (PSL). RPSS will process the Penalty Fares notices issued by WMT authorised collectors and take payments on behalf of the WMT franchise.
Results of the monitoring process will be recorded. If staff who are not trained as authorised collectors (e.g. senior conductors) are found not to be issuing Penalty Fare warnings, they will be initially re-briefed on the importance of the issuing process. If they continue to refuse to issue Penalty Fare warnings, this matter will be dealt with through the disciplinary procedure.
17 | Page
11. Arrangements with other operators
The following table identifies each Penalty Fares station served by WMT that are also served by other operators, and sets out the arrangements which we will make with these operators.
Does this Is operator there Also served by trains have a Arrangements Station a operated by penalty that will apply CTA? fares scheme? Acocks Green No Chiltern Yes EF Bearley No Chiltern Yes A Bedford* No Thameslink, East Yes , No A, A Midlands Trains Berkhamstead No Southern Yes EF Birmingham No Virgin, Cross Country, No / No / No A / A / A International * Arriva Trains Wales Birmingham Moor No Chiltern Yes EF Street * Birmingham New Street No Virgin, Cross Country, No / No / No A / A / A * Arriva Trains Wales Birmingham Snow Hill Yes Chiltern Yes EF Bletchley No Southern Yes EF Bromsgrove No Cross Country No A Bushey* No TFL / LRC Yes / Yes G / G Claverdon No Chiltern Yes A Colwall No First Great Western No A Cosford No Arriva Trains Wales No A Coventry* No Virgin, Cross Country No / No A / A Cradley Heath No Chiltern Yes EF Crewe* No Virgin, Cross Country, No / No / No / A / A / A / A / A Northern, East No / No Midlands Trains, Arriva Trains Wales Dorridge* No Chiltern Yes EF Great Malvern No First Great Western No A Hagley No Chiltern Yes EF Harrow & Wealdstone * No TFL / LRC / Southern Yes/Yes /Yes G / G / EF Hatton* No Chiltern Yes EF Hemel Hempstead No Southern Yes EF Hereford No Arriva Trains Wales / No / No A / A First Great Western Jewellery Quarter No Chiltern Yes EF Kidderminster No Chiltern Yes EF
18 | Page
Langley Green No Chiltern Yes EF Lapworth* No Chiltern Yes EF Leamington Spa * No Cross Country, No / Yes A / EF Chiltern Leighton Buzzard No Southern Yes EF Ledbury No First Great Western No A Lichfield Trent Valley No Virgin No B Liverpool Lime Street* No Virgin, Cross Country, No / No / No / A / A / A / A / A / A Northern, Merseyrail, Yes / No / No East Midlands Trains, Transpennine Express Liverpool South No Northern, Merseyrail, No / Yes / No A / A / A / A Parkway* East Midlands Trains, / No Transpennine Express London Euston * No Virgin, Scotrail, LRC No / No / Yes A / D / G Lye No Chiltern Yes EF Malvern Link No First Great Western No A Milton Keynes Central No Virgin, Southern No / Yes D / EF Northampton No Virgin No D Nuneaton No Virgin, Cross County No / No A / A Old Hill No Chiltern Yes EF Olton No Chiltern Yes EF Rowley Regis No Chiltern Yes EF Rugby * No Virgin No D Runcorn* No Virgin, Northern No / No D / A Sandwell & Dudley No Virgin No A Shrewsbury* No Arriva Trains Wales No A Small Heath No Chiltern Yes EF Solihull* No Chiltern Yes EF Smethwick Galton No Chiltern Yes EF Bridge Stafford* No Virgin, Cross Country No / No A / A Stoke on Trent* No Virgin, Cross Country, No / No / No / A / A / A / A East Midland Trains, No Northern Stourbridge Junction No Chiltern Yes EF Stratford upon Avon No Chiltern Yes EF Stratford upon Avon No Chiltern Yes EF Parkway Tamworth No Virgin / Cross Country No / No / No A / A Telford Central No Arriva Trains Wales No A The Hawthorns No Chiltern Yes EF Tring No Southern Yes EF Tyseley No Chiltern Yes EF Warwick* No Chiltern Yes EF Warwick Parkway* No Chiltern Yes EF Watford Junction No Virgin, Scotrail, LRC, No / No / Yes D / D / G / EF Southern / Yes
19 | Page
Wellington No Arriva Trains Wales No / No A Wembley Central * No TFL / LRC / Southern Yes/Yes /Yes G / G / E Widney Manor No Chiltern Yes EF Wilmcote No Chiltern Yes A Worcester Foregate No First Great Western No B Street Worcester Shrub Hill No First Great Western, No / No A / A Cross Country Wolverhampton * No Virgin, Cross Country, No / No / No / A / A / A Arriva Trains Wales No
Note: Stations marked with an asterisk are stations where WMT is not the Station Facility Operator (SFO).
Key to “Arrangements that will apply”: A: Passengers alighting from this operator’s trains will not be charged Penalty Fares, but will be dealt with under the terms of the current National Rail Conditions of Travel. It is possible to see from the place where the ticket checks have been carried out who has alighted from this operator’s trains.
B: Passengers alighting from this operator’s trains will not be charged Penalty Fares. The trains of this operator use separate platforms and ticket checks will only affect passengers on trains to which Penalty Fares apply.
C: Passengers alighting from this operator’s trains will not be charged Penalty Fares. The CTA does not cover the platforms used by this operator.
D: Passengers who say they have alighted from this operator’s trains (at or around the time when this operator’s trains arrive) will not be charged a Penalty Fare.
E: Penalty Fares will be charged to passengers alighting from this operator’s trains under the terms of that operator’s scheme, as long as the authorised collected has been individually authorised to collect penalty fares on behalf of this operator. These authorised collectors will be trained to enforce the other operator’s scheme and will be aware of the relevant discretionary guidelines, as well as how to confirm what ticket facilities are available at the Penalty Fares stations of the other operator. The identification carried by each authorised collector (in line with Rule 5) will show the names of the operators on whose behalf they are authorised to collect Penalty Fares.
F: We will authorise this operator’s authorised collectors to charge Penalty Fares under the terms of our scheme and on our behalf. These authorised collectors will be given details of our scheme, including the discretionary guidelines and details how to contact our Retail Support Centre.
20 | Page
G: London Underground and LOROL operates a Penalty Fares scheme at these stations but as our schemes are not compatible, we will not issue Penalty Fares to their passengers and vice-versa.
21 | Page
12. Appeals
12.1 All appeals against a Penalty Fare charged under the WMT scheme will be handled by Penalty Services Limited (PSL). In line with the SRA’s Penalty Fares Rules, every passenger charged a Penalty Fare under this scheme will be made aware of their right to appeal. PSL’s address will be shown on the Penalty Fare notice, together with details of how to make an appeal.
12.2 PSL will decide appeals in line with their code of practice approved by the Regulator on 25 May 2017, as amended with the DfT’s approval from time to time. PSL will send passengers a copy of this code of practice if they ask.
12.3 We will give PSL details of this scheme, including details of ticket facilities and ticket office opening hours, the instructions given to authorised collectors and guidelines for using discretion. We will tell PSL about any changes to this information promptly. We will give PSL the necessary contact details for the Communications Centre, relevant Revenue Protection Managers and ticket offices so that they can investigate appeals. We will pay PSL a set fee for each appeal, whether or not the appeal is accepted.
12.4 As per the DfT’s Penalty Fares consultation response (December 2016), we will utilise the ‘stop the clock’ approach within our WMT appeals process. This means that the 21 day deadline for payment is suspended at the point an appeal is received by our PSL. Once PSL issues the passenger with a letter notifying them on the outcome of their appeal, the clock will resume. If the appeal is unsuccessful, the passenger will be given an additional seven days to make the payment. After this time, administrative fees may be charged.
22 | Page
13. Appendices
Appendix A Map showing Penalty Fares trains and Penalty Fares stations.
Appendix B Summary of the ticket facilities available at Penalty Fares stations.
Appendix C Wording of the leaflet explaining the Penalty Fares scheme.
Appendix D Wording and design of the Penalty Fares warning notices which will be displayed at every Penalty Fares station in line with Rule 4.
Appendix E Wording and design of the Penalty Fares warning notices which will be displayed on board trains.
Appendix F Wording and design of the identification for authorised collectors.
Appendix G Wording and design of Penalty Fares notices issued by authorised collectors.
23 | Page
A: Penalty Fares trains and Penalty Fares stations
24 | Page
B: Ticket facilities available at Penalty Fares stations
Office Hours of Staffing and Ticket Machines
Station TOC PF or Ticket Office Opening Hours PERTIS TVM CTA
Mon Tues Fri Sat Sun to Thurs
Acocks WMT PF 0700 to 0700 to 0700 0800 Closed One TVM in Green 1600 1600 to to ticket 1800 1600 Hall
Acton Bridge WMT PF Unstaffed One None
Adderley WMT PF Closed 0700 to 0700 1200 0900 One None Park 1200 to to to 1000 1400 1400
Albrighton WMT PF Unstaffed One None
Alvechurch WMT PF Unstaffed One None
Apsley WMT PF 0600 to 0600 to 0600 0800 1000 None TVM in 1400 1940 to to to booking and 1940 1445 1600 hall 1600 to 1900
Aston WMT PF 0700 to 0700 to 0700 1100 Closed One TVM in 1030 1100 to to waiting and and 1100 1500 shelter 1200 to 1200 to and on 1800 1800 1500 platform to 2 1800
Atherstone WMT PF Unstaffed None TVM on to Nuneato n platform
Barnt Green WMT PF Unstaffed None TVM on platform 3
Berkhamstea WMT PF 0600 to 0600 to 0600 0700 0800 None 3 x TVMs d 2000 2000 to to to inside 2000 1900 1700 car park entrance
Berkswell WMT PF 0700 to 0700 to 0700 0800 1000 One None 1300 1300 to to to 1300 1600 1300
25 | Page
and 1500 to 2100
Bescot WMT PF 0700 to Closed 0900 1000 Closed One TVM on Stadium 0900 to to platform 1100 1500 1 and 1700 to 1900
Bilbrook WMT PF Unstaffed Two None
Birmingham Virgin PF 0540 to 0540 to 0540 0540 0740 None TVM on International 2100 2100 to to to concours 2100 2100 2100 e
Birmingham Chiltern CTA staffed first to last train 0927 None TVM by Moor Street to the ticket 0008 office
Birmingham Network PF staffed continuously None TVM on New Street Rail concours e & Navigatio n Street entrance
Birmingham WMT CTA 0600 to 0600 to 0600 0700 0800 One TVM in Snow Hill 2100 2100 to to to ticket 2300 2300 2000 office area
Blake Street WMT PF 0600 to 0700 to 0700 0700 0900 One TVM 1600 1400 to to to outside 1400 1800 1500 station and front 1600 to 1900
Bletchley WMT PF 0600 to 0600 to 0600 0700 0800 None TVM in 2100 2000 to to to booking 2000 1800 1700 hall
Bloxwich WMT PF Unstaffed None TVM to be installed
Bloxwich WMT PF Unstaffed None TVM to North be installed
26 | Page
Bournville WMT PF 0600 to 0600 to 0600 0800 0900 One TVM on 2000 2000 to to t0 B’ham 2000 2000 1600 platform
Bromsgrove WMT PF Unstaffed None TVM on station entrance
Bushey LRC PF staffed first to last train None TVM in booking hall
Butlers Lane WMT PF 0700 to 0700 to 0700 0800 1100 One TVM on 1300 1300 to to to platform and 2100 1900 1500 1 1500 to 1700
Canley WMT PF 0700 to 0700 to 0700 0800 1000 One TVM on 1300 1200 to to to station and 1900 1600 1200 front 1500 to 1800
Cannock WMT PF Unstaffed None TVM on to Walsall platform
Cheddington WMT PF Unstaffed None TVM outside booking hall
Chester WMT PF 0600 to 0600 to 0700 0800 0900 None TVM Road 1900 1900 to to to near 2000 2000 1600 ticket office
Codsall WMT PF Unstaffed One None
Colwall WMT PF Unstaffed One None
Coseley WMT PF 0615 to 0615 to 0615 0700 0900 One TVM 1600 1400 to to to outside and 1900 2000 1400 ticket 1600 to office 1900
Cosford WMT PF Unstaffed One None
Coventry Virgin PF 0515 to 0515 to 0515 0530 0730 None TVM on 2130 2130 to to to concours 2130 2045 2130 e
27 | Page
Cradley WMT PF 0600 to 0600 to 0600 0700 0915 None TVM Heath 2000 2000 to to to near 2000 2000 1800 ticket office
Crewe Virgin PF 0530 to 0530 to 0530 0530 0810 None TVM in 2030 2030 to to to ticket 2030 2030 2030 office area
Dorridge WMT PF staffed first to last train 0920 None TVM to near 2351 ticket office
Droitwich Chiltern PF 0700 to 0700 to 0700 0800 Closed None TVM Spa 1800 1800 to to near 1900 1500 ticket office
Duddeston WMT PF 0800 to 0800 to 0800 Clos Closed One None 1000 1000 to ed 1000
Dudley Port WMT PF 0615 to 0615 to 0615 0700 0900 One None 2000 2000 to to to 2000 2000 1700
Erdington WMT PF 0600 to 0600 to 0600 0800 0925 None TVM 2000 2000 to to to near 2000 2000 1600 ticket office
Five Ways WMT PF 0700 to 0700 to 0700 0800 1000 None TVM in 2000 2000 to to to ticket 2000 1800 1600 office area
Four Oaks WMT PF 0600 to 0600 to 0600 0700 0900 One TVM on 2000 2000 to to to Lichfield 2000 2000 1600 platform
Gravelly Hill WMT PF 0600 to 0600 to 0600 0700 0800 One None 2000 2000 to to to 2000 2000 1600
Great WMT PF 0600 to 0600 to 0600 0700 Closed None TVM Malvern 1700 1700 to to near 1700 1400 ticket office
Hagley WMT PF 0700 to 0700 to 0700 0800 Closed One TVM at 1600 1600 to to station 1600 1500 entrance
28 | Page
Hall Green WMT PF 0625 to 0625 to 0625 0800 Closed One TVM on 1400 1400 to to platform 1900 1700 2
Hampton-in- WMT PF 0700 to 0700 to 0700 0900 Closed One None Arden 1000 1000 to to 1000 1400
Hamstead WMT PF 0600 to 0600 to 0700 0900 Closed One TVM on 1300 1300 to to platform 1300 1600 1 and 1500 to 1700
Harrow & LRC PF staffed first to last train None TVM in Wealdstone booking hall
Hartford WMT PF 0600 to 0600 to 0600 0700 1035 One TVM at 1700 1700 to to to station 1900 1500 1200 front
Hednesford WMT PF Unstaffed None TVM on to Walsall platform
Hemel WMT PF 0600 to 0600 to 0600 0700 0800 None 2 x Hempsted 2000 2000 to to to TVM’s 2000 2000 1900 outside booking hall
Henley in WMT PF Unstaffed None TVM on Arden station entrance
Hereford Arriva PF 0520 to 0520 to 0520 0645 0915 None TVM in Trains 1830 1830 to to to ticket Wales 1830 1830 1840 office area
Jewellery WMT PF Closed Closed 1600 1100 Closed One TVM in Quarter to to ticket hall 1800 1300 and 1500 to 1700
Kenilworth WMT PF Unstaffed None TVM location (Live Feb-18) TBC
29 | Page
Kidderminste WMT PF 0610 to 0610 to 0610 0700 0900 None TVM in r 1900 1900 to to to ticket 1900 1800 1700 office area
Kings WMT PF 0600 to 0600 to 0600 0800 1000 None TVM in Langley 1940 1940 to to to booking 1940 1500 1500 hall
Kings Norton WMT PF 0600 to 0600 to 0600 0700 0930 One TVMs on 1900 1900 to to to B’ham 2000 2100 1600 and Longbrid ge platforms
Landywood WMT PF Unstaffed None TVM to be installed
Langley WMT PF 0700 to 0700 to 0700 0900 Closed One TVM on Green 0900 1900 to to platform 1100 1400 2
Lea Hall WMT PF 0615 to 0615 to 0600 0700 1000 One TVM on 1800 1800 to to to station 1900 1900 1300 entrance
Leamington Chiltern PF 0545 to 0545 to 0545 0545 1040 One TVM Spa 2010 2010 to to to Outside 2010 2010 2130 the station front
Leighton WMT PF 0600 to 0600 to 0600 0700 0800 None 2 x TVMs Buzzard 2000 2000 to to to in 2000 2000 1800 booking hall
Lichfield City WMT PF 0600 to 0600 to 0600 0700 0900 One TVM in 1900 1900 to to to Ticket 2000 2000 1900 office area
Lichfield T.V. WMT PF 0600 to 0600 to 0600 0700 Closed None TVM 1900 1900 to to near 1900 1600 ticket office
Liverpool Network PF 0533 to 0533 to 0533 0533 0743 None TVM in Lime Street Rail 0013 0013 to to to ticket 0013 0013 0013 office area
Liverpool Merseyr PF 0550 to 0550 to 0550 0550 0755 None TVM in South ail 0033 0033 to to to ticket Parkway 0033 0033 0033
30 | Page
office area
London Network PF 0600 to 0600 to 0600 0600 0745 None 3 TVMs Euston Rail 2325 2325 to to to on 2325 2325 2230 concours e
Longbridge WMT PF 0600 to 0600 to 0600 0700 0930 One TVM in 2000 2000 to to to Ticket 2000 2000 1500 office area
Long Buckby WMT PF 0615 to 0615 to 0615 Clos Closed None TVM 1100 1100 to ed outside 1100 ticket office
Lye WMT PF Unstaffed One None
Malvern Link WMT PF 0630 to 0630 to 0630 0800 Closed One TVM on 1300 1300 to to platform 1800 1400 1
Marston WMT PF 0615 to 0615 to 0615 0800 0900 None TVM Green 1900 1900 to to to near 2000 2000 1400 ticket office
Milton WMT PF 0445 to 0445 to 0445 0600 0645 None 3 x TVMs Keynes 2200 2200 to to to on Central 2200 2200 2130 concours e
Northfield WMT PF 0600 to 0600 to 0600 0700 0920 One TVM in 2000 2000 to to to Ticket 2000 2100 1620 office area
Northampton WMT PF 0600 to 0600 to 0600 0600 0645 None 3 x TVMs 2100 2100 to to to in 2100 2100 2000 booking hall
Nuneaton WMT PF 0600 to 0600 to 0600 0600 0900 None 1 x TVM 2000 2000 to to to in 2000 2000 2100 booking office
Oakengates WMT PF Unstaffed One None
Old Hill WMT PF 0700 to 0700 to 0700 0900 Closed One TVM on 1100 1100 to to platform 1100 1600 1
31 | Page
Olton WMT PF 0700 to 0700 to 0700 0800 1100 One TVM in 1500 1300 to to to ticket hall and 2000 2000 1300 1700 to 1900
Penkridge WMT PF Unstaffed One None
Perry Barr WMT PF 0700 to 0700 to 0700 0900 1000 One None 1800 1800 to to to 1900 1700 1600
Redditch WMT PF 0615 to 0615 to 0615 0615 0900 One TVM 1900 1900 to to to outside 2000 2000 1600 the station front
Rowley WMT PF 0600 to 0600 to 0600 0600 1000 One TVM Regis 1900 1900 0 to to to near 2000 2000 1500 ticket office area
Rugby Virgin PF 0545 to 0545 to 0545 0545 0810 None TVM in 2000 2000 to to to concours 2000 2000 1950 e
Rugeley WMT PF Unstaffed One TVM to Town be installed
Rugeley WMT PF Unstaffed None TVM at Trent Valley station entrance
Sandwell & WMT PF 0520 to 0520 to 0520 0520 0800 One TVM in Dudley 2000 2000 to to to ticket hall 2000 1900 1900
Selly Oak WMT PF 0600 to 0600 to 0600 0700 0900 One TVM in 2100 2100 to to to Ticket 2100 2100 1900 office area and B’ham platform
Shenstone WMT PF 0700 to 0700 to 0700 0700 Closed One None 1000 1000 to to 1000 1000
Shifnal WMT PF Unstaffed One None
Shirley WMT PF 0630 to 0630 to 0630 0800 1000 One TVM on 1200 1200 to to to platform 2000 2000 1400 1
32 | Page
Shrewsbury Arriva PF 0520 to 0520 to 0520 0520 0730 None TVM in Trains 2040 2040 to to to ticket Wales 2040 1930 1930 office area
Small Heath WMT PF 0700 to 0700 to 0700 Clos Closed One None 1000 1000 to ed 1000
Smethwick WMT PF 0615 to 0615 to 0615 0800 1000 One TVM in Galton 1300 1300 to to to ticket hall Bridge 1800 1600 1300
Smethwick WMT PF 0700 to 0700 to 0700 0800 Closed One TVM in Rolfe Street 1800 1800 to to ticket hall 1800 1700
Solihull Chiltern PF staffed first to last train 0924 One TVM in to Ticket 2010 office area
Spring Road WMT PF 0700 to 0700 to 0700 0900 Closed One TVM at 1100 1100 to to station 1100 1400 entrance
Stafford Virgin PF 0530 to 0530 to 0530 0540 0745 None TVM in 2115 2115 to to to concours 2115 2115 2115 e
Stechford WMT PF 0700 to 0700 to 0700 0800 1000 One None 1400 1400 to to to 1900 1700 1200
Stone WMT PF Unstaffed One None
Stoke on Virgin PF 0530 to 0530 to 0530 0530 0730 None TVM in Trent 2200 2200 to to to ticket 2200 2200 2200 office area
Stourbridge WMT PF 0600 to 0600 to 0600 0600 0900 One TVM on Junction 2000 2000 to to to the 2200 2100 1900 Kiddermi nster platform
Stourbridge WMT PF 0700 to 0700 to 0700 0900 Closed One TVM in Town 1800 1800 to to ticket 1800 1800 office area
Stratford WMT PF 0700 to 0700 to 0700 0700 0900 None TVM upon Avon 1800 1800 to to to near 1900 1800 1600 ticket office
33 | Page
Stratford WMT PF Unstaffed None TVM in upon Avon concours Parkway e
Sutton WMT PF 0600 to 0600 to 0600 0800 0900 None TVM on Coldfield 1900 1900 to to to the 2000 2000 1700 B’ham platform
Tame Bridge WMT PF 0600 to 0600 to 0600 0700 1000 None TVM 1900 1900 to to to near Parkway 1900 1900 1600 ticket office
Tamworth WMT PF 0610 to 0610 to 0610 0610 0915 One TVM 2000 2000 to to to near 2000 2000 1645 ticket office area
Telford WMT PF 0600 to 0600 to 0600 0600 1000 None TVM Central 1900 1900 to to to outside 1900 1900 1700 ticket office
The WMT PF 0700 to 0700 to 0700 0900 Closed One TVM on Hawthorns 1300 1300 to to over 1700 1600 bridge walkway
Tile Hill WMT PF 0600 to 0700 to 0700 0800 0830 None TVM 1900 1900 to to to near 2000 1900 1400 ticket office
Tipton WMT PF 0700 to 0700 to 0700 0800 1100 One None 1400 1400 to to to 1400 1600 1400
Tring WMT PF 0600 to 0600 to 0600 0715 0800 None TVM in 1900 1900 to to to booking 1900 1400 1500 hall
Tyseley WMT PF 0700 to 0700 to 0700 Clos Closed One TVM in 0900 0900 to ed ticket hall 0900
University WMT PF 0700 to 0700 to 0700 0800 1000 One TVM in 2000 2000 to to to Ticket 2000 1900 1600 office area
Walsall WMT PF 0600 to 0600 to 0600 0700 0920 None TVM 1900 1900 to to to machine 2000 2000 1645 on concours e
34 | Page
Warwick Chiltern PF 0550 to 0550 to 0550 0550 0930 One None 1950 1950 to to to 1950 1950 1740
Warwick Chiltern PF 0530 to 0530 to 0530 0640 0530 One None Parkway 1944 1944 to to to 1944 1704 1730
Watford WMT PF 0530 to 0530 to 0530 0530 Closed None 3 TVMs Junction 2300 2300 to to in 2300 2300 booking hall
Wellington WMT PF 0700 to 0700 to 0700 0800 Closed None TVM 1300 1300 to to near and 1300 1300 ticket 1500 to and office 1700 1500 to 1700
Wembley LRC PF 0630 to 0630 to 0630 0630 0715 None TVM in Central 2045 2045 to to to booking 2045 2045 2000 hall
Whitlocks WMT PF Unstaffed None TVM in End car park near to Stratford platform
Widney WMT PF 0600 to 0600 to 0600 0800 1020 One TVM on Manor 1200 1200 to to to platform 1200 1500 1300 1
Winsford WMT PF 0700 to 0700 to 0700 0700 Closed One TVM on 1200 1200 to to platform 1500 1500 2
Witton WMT PF Unstaffed One None
Wolverhampt Virgin PF staffed continuously None TVM on on concours e
Wolverton WMT PF 0615 to 0615 to 0615 Clos Closed None TVM on 1100 1100 to ed platform 1100 4
Worcester WMT PF 0610 to 0610 to 0610 0610 0900 One TVM in Foregate 1900 1900 to to to ticket Street 1900 1900 1645 office area
Worcester WMT PF 0600 to 0600 to 0600 0700 0900 One TVM in Shrub Hill 1100 1100 to to to ticket 1900 1100 1400
35 | Page
office area
Wylde Green WMT PF 0605 to 0605 to 0700 0800 0925 None TVM 1900 1900 to to to near 2000 2100 1600 ticket office
Wythall WMT PF Unstaffed One TVM outside ticket office
WMT 0630 to 0630 to 0630 0800 0930 1400 1400 to to to Yardley PF 1900 1600 1300 One TVM at Wood station entrance
36 | Page
C: Wording of the leaflet explaining the Penalty Fares scheme
37 | Page
D: Wording and design of the Penalty Fares warning notices
38 | Page
E: Penalty Fares Warning Notices (On Board)
39 | Page
F: Authorised Collectors Identification
40 | Page
G: Penalty Fares Notices
41 | Page
42 | Page
Notes • Kenilworth will become a Penalty Fare station in February 2018.
43 | Page