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 London Travelcard area. Please see our key network map for Our smartcard ‘The Key Smartcard’ is now available on a details. number of routes across Gatwick Express, Great Northern, Southern and Thameslink 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 travelcards) 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 Oyster card 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 Where can I travel with The Key Smartcard? Watlington Downham 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.