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Revenue Protection Policy

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Revenue Protection Policy Revenue Protection Policy VALID FROM 8 DECEMBER 2019 1 1 Why is Revenue Protection important? Protecting fare Customer paying customers responsibilities The vast majority of customers pay the Before you travel correct fare for their travel. However, fare evasion still costs the rail industry It is your responsibility to ensure you an estimated £240 million a year. Not have a valid ticket before boarding a only is fare evasion unfair on customers train. who pay the correct fare, but this If ticket buying facilities are available at money could also be reinvested into the station where you start your journey the network - making your journey, and and you are unable to produce a valid our service, better. ticket, you will have to purchase a ticket The purpose of revenue protection on board. is to provide value for money for our Only full price Anytime tickets with no customers through identifying fare discount can be purchased on board our evaders and tackling ticketless travel trains. However, we understand that in a fair but firm manner. Our aim is to sometimes you may be forced to board ensure that everyone pays the correct one of our services without a valid fare for their journey. ticket - such as delays resulting in your If you are unsure about what ticket to inability to make your intended purchase, the validity of your ticket or connecting train. Our staff have been have any other questions, please speak trained to manage each customers' to our station staff before boarding a individual case fairly and sensitively. train - they will be happy to provide guidance and support. If ticket buying facilities are not available at the station that you start your journey from, you must, as soon as reasonably possible, buy a valid ticket to complete your journey. The price of the ticket you purchase will be the same as if you had bought a ticket at the station from which you first departed. 2 2 Revenue Protection Policy Our common sense approach to revenue protection Treating our customers fairly We believe all customers should be treated sensitively, after all, anybody can make a mistake. We understand that sometimes customers may forget or misplace a ticket or railcard. Our staff have been trained to deliver a fair and flexible approach to enforcing our revenue protection policy. We trust our colleagues to make the right decisions, drawing on their experience when engaging with customers at any point of their journey. Purpose It is important to us to protect our fare paying customers. We endeavour to ensure that everyone pays the correct, applicable fare for their journey. If you are unable to produce a valid ticket whilst travelling on one of our services, you may need to purchase a full price Anytime ticket with no discount, be issued with an Unpaid Fare Notice, or you may be reported for the consideration of prosecution. It is also important to us to make sure that passengers are not unfairly treated when unintentionally paying an incorrect fare. In this case, you may be asked to pay the amount you still owe for the correct ticket, this is known as the excess. The excess fare We may charge an excess on tickets that are being used incorrectly, bringing the cost of the ticket to that of a valid fare. This procedure allows us to ensure passengers are not unduly penalised in the case of a genuine mistake. 2 2 What are the different ways I can buy my ticket? Online Avanti West Coast App You can check train times and search You can avoid queues by buying your ticket for tickets on our website. Please at any time using the Avanti West Coast app. visit: avantiwestcoast.co.uk You can purchase tickets by downloading Depending on the delivery method the Avanti West Coast app on your you choose, please ensure you leave smartphone or device. Ensure they have enough time before the train departs been downloaded to the device you will be to either; travelling with and you have activated them • Collect them at the station - ensure before you board the train. you have the card used to purchase the tickets when using a ticket At the Station machine to collect them You can buy tickets using ticket machines • M-ticket - ensure they have been at our stations and other principal rail downloaded to your Avanti West stations with a debit or credit card, or cash. Coast app on the device you will If you would like to purchase your ticket in be travelling with and you have person, please visit one of our ticket offices. activated them before you board the train By Phone • E-ticket mobile barcode - ensure To book tickets through our travel agents, you have received the email with please contact us on: the PDF attachments which are 0345 528 0253 your tickets so that you can open and show the PDF on your device • E-ticket self-print - ensure you have received the email with the PDF attachments and printed the tickets before you get to the station 3 3 Railcard discounts Railcard Discounts Discounts are available on lots of fares with a valid 16-25, 26-30, Senior, Family & Friends, HM Forces, Disabled or Two Together Railcard. If you book with a Railcard please keep it with you when you travel in case you’re asked to show it. If you don’t have it then you may need to purchase a new ticket at the full Anytime fare. Forgotten railcard policy Customer travelling without their valid railcard At stations - If customer already holds an original discounted ticket. Give opportunity to buy a new railcard* or issue excess for difference and a receipt stating that the customer can get a full refund on the excess if they can produce the in date railcard (in their name), original ticket and excess ticket along with the receipt, at any Virgin Trains Tickets office. *Advise customer, should they opt to buy a new railcard, that no refund will be paid against this On board - If customer already holds an original discounted ticket. If the customer is travelling on the correct train, Issue an excess* for the railcard discounted ticket to the appropriate ticket for the journey. Always issue a receipt with this. Advise customer that a full refund (no refund fee) of the excess* ticket(s) is available from a AWC Ticket Office if, within 28 days of travel, they can produce a valid railcard (valid for the date of travel), the original discounted ticket(s) and new excess* ticket(s) bought (along with receipt) and any photo proof of ID Also remind customer that they must carry the valid railcard with them when travelling. Note: You are no longer required to endorse the ticket *Full refund on excess tickets only when a valid railcard matching the customers ID, the original ticket and the excess ticket (along with receipt) can be produced. Refunds SHOULD NOT be given for anything other than an Excess ticket. 3 3 How do you protect fare paying passengers? Travelling without a Our revenue protection activities are extensive. This helps us to protect fare valid ticket paying passengers across the entirety We take fare evasion very seriously of our network through identifying and and will prosecute offenders who have preventing fare evasion. deliberately tried to avoid paying a fare. If we prosecute, we will seek full Ticket checking compensation and costs. at stations If you can’t produce a valid ticket, we Many of our stations have ticket may issue an Unpaid Fare Notice at barriers in operation. We undertake our discretion. pre-departure ticket checks at London Euston and other stations across our If you try to avoid paying we will network. In some cases, our Revenue ask for your contact details and you Protection Inspectors (RPIs) carry may be cautioned and interviewed in out ticket checks at stations in plain accordance with the Police and Criminal clothes and you may be stopped upon Evidence Act 1984 (PACE). You will be exiting the station and asked to present advised of any actions that follow this. a valid ticket. If you give us false details we will assume you are making a deliberate Ticket checking onboard attempt to avoid paying your fare Our Train Managers and RPIs carry and you may be prosecuted under out regular ticket checks onboard our railway byelaws. Please don’t leave services to make sure customers are your destination station without having travelling on the correct train and in the purchased a valid ticket for the journey right part of it. as failure to do so may be taken as intent to avoid payment. You need to have a valid ticket for the train you plan to use and the journey you are going to make before you travel - we can’t accept proof of purchase, such as a receipt, on its own. 4 4 What are the implications of fare evasion? Onboard Fares • Online - Please visit: IRCAS.co.uk (all major credit cards and debit cards, If you are found to be deliberately including Electron, are accepted, and travelling without a valid ticket the handling fee is £0.25) anywhere on our network, you will have to purchase a new ticket. Only full • By Phone - Contact IRCAS on: price Anytime tickets with no discount 0870 067 1303 can be purchased on board our trains • By cheque or postal order - Made (Standard or First Class as approriate). payable to Independent Revenue Collection and Support (IRCAS) with the Unpaid Fare Notices UFN reference number written on the An Unpaid Fare Notice (UFN) may be reverse.
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