The Key Smartcard Customer information February 2018 The Key Smartcard Customer Information

Benefits of The Key Smartcard: Easy to use: Buy season tickets for The Key Smartcard in advance online then touch in at the gate or validator to collect Save time: No more queues or waiting for tickets to arrive, just touch in and travel Increased security: The Key Smartcard is registered in your name so if it’s lost or stolen the card can be blocked and a replacement issued free of charge No deposit: The Key Smartcard is completely free Where can I use The Key Smartcard? Season Tickets on The Key Smartcard can be used on most Your ticket just got smarter of our network providing you start your journey outside the area. Please see our key network map for Our smartcard ‘The Key Smartcard’ is now available on a details. number of routes across , Great Northern, Southern and including the London Travelcard area. In addition: To use The Key Smartcard you will need to: • Single and return tickets are available on the Southern • Register and buy a ticket online part of the network only • Receive your Key Smartcard • keyGo can be used on most of our network, on Gatwick Express, Thameslink, Great Northern and Southern • To travel, simply tap in and out at either end of your services only journey – simple! • The origin of the ticket must always be from outside the • When your ticket runs out, buy again online or from one of London area as tickets can only be collected from gatelines our ticket machines outside of London. or validators at stations outside of London So that your card works as effectively as possible, you need to ensure that you only tap your key card onto the How can I get a key card? reader avoiding ‘card-clash’ with Oyster and contactless To get The Key Smartcard you need to register for an online payment cards. account at greatnorthernrail.com, southernrailway.com or thameslinkrailway.com. If you are already registered, click on ‘apply for key smartcard’ from the options on the left hand side and follow the instructionse The Key Smartcard is free and will be sent to you by post in 3-5 working days. Once you’ve received it, it’s ready to use.

Where to buy a ticket for your Online Station ticket machine Key Smartcard

Annual Seasons (including ) 3 ✘ Monthly Seasons (including travelcards) 3 3 Weekly Seasons (including travelcards) 3 3 **keyGo 3 ✘

Single and Return tickets Available only on Southern/Gatwick Express routes. Anytime/Off-peak single and return tickets can be purchased online or at the station at the self-service ticket machine. Other single and return ticket types are not currently available *keyGo works on a continuous authority payment which allows the customer to use their card much like contactless payment or Oyster PAYG. The Key Smartcard Customer Information

How do I buy a ticket? Using your ticket You can buy a ticket when you register and your Key Smartcard Touch in at the start of your journey by holding the key will arrive with the ticket pre-loaded in 3 – 5 working days. After smartcard against the gateline reader to open the gates. that, tickets can be purchased from our website or from ticket Where there are no gates, hold your card against the machines outside the London Travelcard area. If you purchase freestanding validator. online, you will need to allow at least 2 hours between ordering When you finish your journey or if you break your journey your ticket and collecting it from the gateline or validator at the en route, you should repeat the process by holding your card station. Above is the list of tickets currently available on The against the gateline reader or freestanding validator. Key Smartcard by purchase method and route. When changing onto underground and TfL services within a Collecting your ticket station, please use the platform validators to end your rail journey with your key and start your journey, for When you purchase your ticket online you will be asked to example at Farringdon, Old Street and Moorgate. Even if you nominate a station to collect your ticket from. This will always have a Travelcard on your key, the validator tap enables us to need to be a station outside of London (see key network verify any delays experienced on your journey.. map). You will only be able to collect your ticket from your nominated station which will default to your origin station Ticket checks unless you select an alternative.b On-board staff may ask to check your ticket using a handheld When you arrive at the station you should touch your key card reader. This will check to see that you have a valid ticket loaded on the gateline reader or the freestanding validator to collect onto your card. your ticket.. If you hold a season ticket you may also need to produce photographic identification to prove that the ticket you hold on your smartcard belongs to you. Suitable forms of identification include a pink photocard (which can be obtained from ticket offices), a passport or a driving licence. If you are using your season ticket on another operator’s services, you will need to obtain a pink photo card if you don’t already hold one.. The Key Smartcard Customer Information

FAQs Which railcards can I use with The Key Smartcard? Is my key transferable to other people? Where applicable, Railcards can be used with eligible tickets No, your key is not transferable and can only be used by the bought for The Key Smartcard. Please ensure you select person whose name is on the card. For your own security, your your railcard type when you buy your key tickets online or key will be retained if someone else other than you is found to at self-service machines. Railcard discounts are not valid on be using it. season tickets. How do I get a replacement key if it is lost or stolen? Can I still get a key if I don’t have access to the website? If your key stops working or it’s lost or stolen, we’ll block it and No, you must sign up for The Key Smartcard online. send a free replacement to your registered address. Log in to Is there a limit on how many tickets I can buy for your account or visit a ticket office to cancel your existing card. The Key Smartcard? We’ll give you up to 3 free replacements over 12 months. Any Yes, The Key Smartcard can hold up to 5 tickets at a time. subsequent replacements will need to be investigated and we However, when buying online only one ticket can be purchased may need to retain your card. per transaction.You can buy additional tickets once you’ve What happens if I leave my key season ticket at home? collected a ticket on to your key at a card reader. If you leave your key card at home and it holds your season When buying from a self-service ticket machine, you can buy ticket, you should buy a day return ticket from the ticket office, multiple tickets (maximum 4) in one transaction. then claim a refund on the day ticket from the ticket office as What is keyGo? soon as possible. This will be free on the first occasion in a keyGo allows you to use your Key Smartcard much like Pay As 12 month period. You Go Oyster. Further information can be found at Are the cheapest fares always available on greatnorthernrail.com/keygo The Key Smartcard? southernrailway.com/keygo Currently not all fares are available on The Key Smartcard. thameslinkrailway.com/keygo There are certain point to point fares, particularly those to or from other operator’s stations which we are not able to sell at this time. Therefore in some cases alternative fares may be available on paper. If you are making an online purchase you should de-select the ‘key smartcard fares’ option to see the full range of fares available. How can I get a refund for a tciket on my Key Smartcard? Visit the refund section of our websites and complete the webform for KeySmartcard refunds. We will contact you within 28 days of receiving your request. For refunds on tickets bought using a self-service ticket machine, please call either Southern Customer Services on 03451 27 29 20 or Thameslink and Great Northern Customer Services on 0345 026 4700. Can I claim compensation for delayed journeys when travelling with The Key Smartcard? If your train journey is delayed by more than 15 minutes or more you can claim compensation under our Delay Repay scheme. with The Key Smartcard you can benefit from Auto Delay Repay. We can in many cases, tell when you may have been delayed and let you know when you’re owed compansation. Note: There is no compensation scheme for delays on bus journeys. For further details please visit: greatnorthernrail.com/delayrepay southernrailway.com/delayrepay thameslinkrailway.com/delayrepay

King’s Lynn here can I trae ith The Key Smartcard Watlington Market

Littleport This is a general guide to where the Key Smartcard can be used on our network. To use your Key Smartcard you’ll need to start your journey by collecting or buying Ely your ticket from stations outside of the London area (stations highlighted yellow). Waterbeach For information about KeyGo please refer to the KeyGo map. Peterborough Always remember to touch in and out on every journey. Cambridge North

Huntingdon Cambridge The Key Smartcard is St. Neots Foxton valid on these routes Milton Keynes Central The Key Smartcard is Sandy Meldreth not valid on these routes Flitwick Bletchley Biggleswade Royston Harlington Ashwell & Collect and Single destination Use travelcard buy Key Smartcard on the Key Arlesey Baldock tickets available Leighton Buzzard products Smartcard Leagrave Letchworth Garden City Hitchin ✘ ✓ ✓ Luton Luton Stevenage Tring Airport Watton-at-Stone Parkway Knebworth Hertford North Welwyn North ✓ ✓ ✓ Bayford Berkhamsted Harpenden Welwyn Garden City Hatfield Cuffley St. Albans City Welham Green Crews Hill ✘ ✘ ✓ Hemel Hempstead Radlett Brookmans Park Gordon Hill

Potters Bar Enfield Chase ✘ ✘ ✘ Watford Junction Elstree & Borehamwood Hadley Wood Grange Park Broadway Other train operators may provide additional services along some of our routes. Palmers Green Harrow & Alexandra Palace Travelcards on the Key Smartcard can be used on services of any operator within the Travelcard area. For journeys that occur entirely within the yellow Central West shaded area, use contactless or Oyster for Pay As You Go travel. Thameslink Drayton Park Travelcards on The Key & Smartcard can be used on London London Essex Road services in the shaded area. Shepherd’s Bush St. Pancras International King’s Cross Old Street Farringdon Moorgate For journeys that begin & end within the yellow shaded area, City Thameslink use contactless or Oyster for London Blackfriars Pay As You Go travel. Kensington (Olympia)

London Bridge London Victoria South West Brompton Elephant & Castle Maze Hill Westcombe Park Queens Road Charlton New Cross Gate Imperial Wharf Park Peckham Arsenal Denmark Hill Rye RIVER THAMES Loughborough Junction Slade Green East North Dulwich Park Bellingham Dartford

Clapham Forest Hill Stone Crossing Junction Hill Common Sydenham Greenhithe for Bluewater West Hill Norwood Swanscombe Ravensbourne Gipsy Hill Streatham Northfleet Crystal Palace West Gravesend Haydons Road Streatham Common Higham Beckenham Birkbeck Junction Thornton Heath Eastfields Selhurst St. Mary Cray Wimbledon Chase Rochester Mitcham Junction Norwood Junction Swanley South Chatham Morden South Eynsford Gillingham East Wallington Waddon West Croydon St. Helier South Croydon Shoreham Rainham Riddlesdown Sutton Common Carshalton Beeches Otford West Sutton Sutton Purley Oaks Upper Belmont Purley Woldingham Bat & Ball Cheam Town Reedham Kenley Ewell East Whyteleafe Chipstead Coulsdon South South Ashford Epsom Downs Hurst Green Epsom Kingswood International Ashtead Redhill Edenbridge Leigh Ham Street Tattenham London Road Nutfield Penshurst Tonbridge Central Corner Edenbridge Appledore (Guildford) Horsley Bookham Town St. Denys* Rye Lingfield Hever Clandon Effingham Box Hill & Westhumble Southampton Airport Parkway Junction Winchelsea Dormans Cowden *Bitterne Eastleigh Dorking† Dorking Doleham* Three Bridges East Grinstead Ashurst oolston Deepdene *W Holmwood Three Oaks Eridge *Sholing *Netley Ockley Balcombe Ore Fareham Crowborough *Hamble ortchester Warnham P Littlehaven Ifield Haywards Heath *Bursledonanwick Cosham Buxted Sw St. Leonards Warrior Square Hilsea Faygate Wivelsfield Christs’ Hospital Uckfield Bexhill Fratton Burgess Hill Plumpton ant Billingshurst Collington BedhamptonHav & Southsea Pulborough Hassocks Cooksbridge Cooden Beach arblington Portsmouth W Amberley Emsworth Preston Park Normans Bay Harbour Arundel Southbourne Pevensey Bay NutbourneBosham Moulsecoomb Glynde Berwick Pevensey & Westham Fishbourne London Falmer Lewes Chichester Ford Hove Barnham Worthing orthingWorthing Lancing Portslade Road Hampden Park Angmering W SouthwickFishersgate Aldrington (Brighton) Goring-by-Sea West East Southease Durrington-on-Sea Shoreham-by-Sea Bognor Regis Newhaven Town Newhaven Harbour Bishopstone Seaford King’s Lynn here can I trae ith eyo Watlington Downham Market

Littleport This is a general guide to where the keyGo can be used on our network.

After registering for keyGo you must make your first journey from a station Ely outside of the London travel area (stations with a yellow dot).

Always remember to touch in and out on every journey. Waterbeach

Where your journeys occur within the yellow London travel area, we will Price Match Peterborough with the equivalent Oyster zone day fare or Travelcard price. Cambridge North

Huntingdon Cambridge keyGo is valid on these routes St. Neots Foxton Bedford Milton Keynes Central Shepreth Collect keyGo by making Sandy Meldreth your first journey Flitwick Bletchley Biggleswade Royston keyGo is not valid Ashwell & Morden on these routes Harlington Arlesey Baldock Leighton Buzzard London travel Leagrave Letchworth Garden City Hitchin area Luton Luton Stevenage Metrobus and Tring Airport Watton-at-Stone Brighton & Hove buses Luton Airport Parkway Knebworth Hertford North Welwyn North Other train operators may provide additional services along some of our routes. Bayford Berkhamsted Harpenden Welwyn Garden City Hatfield Cuffley . keyGo is valid for use on: St Albans City Welham Green Crews Hill • Gatwick Express Hemel Hempstead Brookmans Park Gordon Hill • Great Northern Radlett • Southern and Potters Bar Enfield Chase Watford Junction Elstree & Borehamwood • Thameslink services Hadley Wood Grange Park • Great Western between: New Barnet Winchmore Hill - Redhill and Dorking Deepdene Mill Hill Broadway - Warblington and Brighton Oakleigh Park Harrow & Wealdstone Palmers Green • Metrobus and Brighton & Hove buses Hendon New Southgate Bowes Park It is not valid on Transport for London or other train operator’s services. Cricklewood Alexandra Palace Hornsey Wembley Central Thameslink Harringay Finsbury Park London travel Kentish Town Drayton Park Highbury & Islington area London London Essex Road Shepherd’s Bush St. Pancras International King’s Cross Old Street Farringdon Moorgate

City Thameslink London Blackfriars Kensington (Olympia) RIVER THAMES

London Bridge South West Brompton London Victoria Deptford Bermondsey Greenwich Elephant & Castle Maze Hill Queens Road Westcombe Park Peckham New Cross Gate Imperial Wharf Charlton Battersea Park Peckham Denmark Hill Rye Woolwich Arsenal Crofton Park Nunhead Plumstead RIVER THAMES Loughborough Junction Brockley Catford East Dulwich Abbey Wood Herne Hill North Dulwich Honor Oak Park Slade Green Bellingham Dartford Forest Hill Junction Tulse Hill Stone Crossing Wandsworth Beckenham Hill Common Sydenham Streatham West Greenhithe for Bluewater Balham Hill Norwood Ravensbourne Swanscombe Gipsy Hill Streatham Crystal Palace Northfleet Penge West Shortlands Anerley Gravesend Haydons Road Tooting Streatham Common Beckenham Bromley South Wimbledon Norbury Birkbeck Junction Higham Thornton Heath Bickley Mitcham Eastfields Selhurst St. Mary Cray Strood Wimbledon Chase Mitcham Junction Norwood Junction Petts Wood Swanley Rochester South Merton Hackbridge Chatham Morden South Orpington Eynsford East Croydon Carshalton Wallington Waddon West Croydon St. Helier South Croydon Shoreham Gillingham Sanderstead Riddlesdown Rainham Sutton Common Carshalton Beeches Otford West Sutton Sutton Purley Oaks Upper Warlingham Belmont Coulsdon Purley Woldingham Bat & Ball Cheam Woodmansterne Town Reedham Kenley Whyteleafe Banstead Oxted Sevenoaks Ewell East Whyteleafe Chipstead Coulsdon South South Ashford Epsom Downs Hurst Green Epsom Kingswood Merstham International Caterham Ashtead Tadworth Redhill Edenbridge Leigh Ham Street Leatherhead Tattenham Reigate London Road Nutfield Godstone Penshurst Tonbridge Southampton Central Corner Earlswood Edenbridge Appledore Guildford (Guildford) Horsley Bookham Town St. Denys* Salfords Rye Lingfield Hever Clandon Effingham Box Hill & Westhumble Horley Southampton Airport Parkway Junction Winchelsea Gatwick Airport Dormans Cowden *Bitterne Eastleigh Dorking† Dorking Doleham* Three Bridges East Grinstead Ashurst oolston Deepdene *W Holmwood Three Oaks Eridge *Sholing *Netley Ockley Crawley Balcombe Ore Fareham Crowborough *Hamble ortchester Warnham P Littlehaven Ifield Haywards Heath Hastings *Bursledonanwick Cosham Buxted Sw St. Leonards Warrior Square Hilsea Faygate Wivelsfield Christs’ Hospital Uckfield Bexhill Fratton Horsham Plumpton Portsmouth ant Billingshurst Burgess Hill Collington & Southsea BedhamptonHav Pulborough Hassocks Cooksbridge Cooden Beach Portsmouth Warblington Amberley Emsworth Preston Park Normans Bay Harbour Arundel Southbourne Pevensey Bay NutbourneBosham Moulsecoomb Glynde Berwick Polegate Pevensey & Westham Fishbourne London Falmer Lewes Chichester Ford Hove Barnham orthing orthing orthing Lancing Road Hampden Park Angmering W W W SouthwickFishersgatePortsladeAldrington Brighton (Brighton) Goring-by-Sea West East Southease Durrington-on-Sea Shoreham-by-Sea Bognor Regis Littlehampton Newhaven T own Eastbourne Newhaven Harbour Bishopstone Seaford