don't get caught out!
Travelling with us Our Penalty Fare scheme sets out to eliminate fare evasion on our services. It is actually a criminal offence to travel without paying for your journey. So, it is important that fare evasion is treated seriously – particularly for our fare paying customers. If you buy the appropriate travel tickets either online at eastmidlandstrains.co.uk or at a station Ticket Vending Machine or Ticket Office, you need not worry about Penalty Fares. If you have any questions about travelling with us or any queries about our Penalty Fare scheme please call our Customer Relations Team on 08457 125 678 (select option 5) – they will be happy to help.
CHEAPER AND EASIER ONLINE Go to the all new eastmidlandstrains.co.uk and discover the benefits: • It’s cheaper – exclusive online discounts, with no hidden fees or charges • Best Fare Finder – go straight to our cheapest tickets to London with the new Best Fare Finder • Personalised timetables – available to download online now • It’s easier – register for instant, personalised travel information
Exclusively online at the new eastmidlandstrains.co.uk
Further information This leaflet is only intended to be a guide and should not be regarded as a complete or authoritative statement on the Penalty Fares Rules 2002. The information in this leaflet was correct at the time of printing in November 2009, but may be subject to change without prior notice. Copies of the Penalty Fare Rules are available from: Customer Relations East Midlands Trains FREEPOST RSAK-GETK-BSJX Nottingham NG32 3DQ
Visit: eastmidlandstrains.co.uk For the cheapest East Midlands Trains fares and to book tickets online for all GB train journeys and through fares to Europe with Eurostar.
East Midlands Trains booking line Call: 08457 125 678 • Booking tickets & information
• Customer service
• Group travel
• Business travel
• Season tickets
• Assisted travel
TextDirect: 18001 08457 125 678 (For people with hearing impairments).
Or call 08457 125 678. As part of our environmental policy, East Midlands Trains is committed to minimising wastage. The information in this leaflet was correct at the time of printing in December 2009, but may be subject to change without prior notice. East Midlands Trains does not accept liability for any inaccuracy of this information. East Midlands Trains Limited. Registered in England and Wales. Registered No: 5340682. Registered Office: Friars Bridge Court, 41–45 Blackfriars Road, London SE1 8NZ. Part of Stagecoach Group plc.
DON’T GET CAUGHT OUT! A guide to Penalty Fares from East Midlands Trains Version two. Valid from 7 December 2009
OUR PENALTY FARE SCHEME This leaflet provides you with essential information about how our Penalty Fare scheme may affect you. A Penalty Fare is a charge issued to anyone travelling without a valid ticket. To avoid a Penalty Fare, we encourage you to purchase your travel tickets before embarking on your journey. In response to feedback, you can be assured that we are making every effort to eliminate fare evasion throughout our services. Fare evasion costs the rail industry £200 million a year, so it is important to have an effective Penalty Fare scheme in place. There are many ways to purchase travel tickets. You can buy them online in advance at eastmidlandstrains.co.uk, at the station Ticket Office or from a Ticket Vending Machine – this way you can avoid paying any Penalty Fare charges. If you are travelling from a Penalty Fare station on an East Midlands Trains Service (see map towards the back of this leaflet for details) and you are unable to produce a valid ticket, you may be liable to pay a Penalty Fare. The Penalty Fare is £20 or double the single Anytime fare to the next station stop – whichever is the greater amount. In this leaflet you will find important information about the Penalty Fare scheme, how to avoid these charges and what to do in the event of being issued a Penalty Fare.
If I am issued a Penalty Fare charge, do I need to pay immediately? When issued with a Penalty Fare you have the option to pay a member of our Revenue Protection Team immediately or you have 21 days to make the full payment. Alternatively, if you wish to appeal against the decision to be charged a Penalty Fare, you have 21 days to do so. To appeal against your Penalty Fare you must do so in writing and send this to the appeals address on the Penalty Fare notice. This appeals service is independent of East Midlands Trains and will consider your appeal based on the facts concerning the case. If you don’t pay the charge and you choose not to appeal, legal proceedings may be brought against you. If you do not make the payment immediately, a member of the Revenue Protection Team will ask you for your name and address. Failure to provide your address, or giving a false name and address, is a criminal offence and may lead to prosecution.
How can I pay for my Penalty Fare? You can use cash and all major debit/credit cards, with the exception of Solo and Electron, or a cheque (supported by a cheque guarantee card). You can pay the full amount immediately or if you are unable to pay there and then, you have 21 days in which to do so. To find out how you can pay the Penalty Fare within the 21 days (by phone, over the internet, by cheque or postal order) please see the Penalty Fare notice.
Who can charge a Penalty Fare? Only members of our Revenue Protection Team, who are authorised collectors, can issue a Penalty Fare. They carry with them an Authorised Collector’s identification badge, which you can ask to see. Where we have an agreement with another train operating company, their Authorised Collectors will carry identification also, which indicates that they are authorised to issue Penalty Fares on behalf of East Midlands Trains.
What Penalty Fare arrangements do East Midlands Trains have with other train operators? East Midlands Trains and First Capital Connect have reciprocal arrangements, both Penalty Fare schemes operate in conjunction with each other. Details of stations where other train operating companies schemes apply are available from our Customer Relations Team on 08457 125 678.
What should I do if I have a problem buying my ticket before boarding the train? It is your responsibility to leave enough time to buy your ticket. The most convenient way to guarantee your ticket is to purchase it online in advance at eastmidlandstrains.co.uk. You must buy a ticket before you board the train. If you do not, and you are making a journey that is covered by the Penalty Fare scheme, you may be liable for a Penalty Fare. If you are unable to purchase your ticket online, the following options are available for purchasing tickets at a station: • Ticket Vending Machines – these will accept cash and most major credit/debit cards • At the station Ticket Office.
If neither of these options are available at the station (this may be because it is not possible to purchase the type of ticket you require i.e. a concession ticket from a Ticket Vending Machine or because it is out of order and the station Ticket Office is closed) and you do not have a pre-booked ticket, you should approach a member of on board staff to purchase a ticket as soon as possible. Please note, our Revenue Protection Team have a system in place which allows access to real-time information about the availability of all ticketing facilities at our stations and the types of tickets that can be purchased from our Ticket Vending Machines. If you are at a station where there are no Ticket Vending Machines and no Ticket Office you should use a Permit to Travel machine. This allows you to pay towards your ticket value with whatever money you have available. You will then need approach a member of the on board staff to purchase a ticket as soon as possible and within two hours. The value of your Permit to Travel ticket will be deducted from the ticket purchased on board. If the Permit to Travel machine is not in use, you must approach a member of on board staff at the earliest possible opportunity.
What if I want to buy a Season Ticket and the ticket office is closed? If you have a photo-card, you can buy a weekly Season Ticket from the Ticket Vending Machines. If you want to buy a monthly or longer Season Ticket, you should buy a single ticket for your destination or a Permit to Travel and then buy your Season Ticket at a Ticket Office. The cost of your single ticket or Permit to Travel will be deducted from the cost of your Season Ticket.
OUR ROUTE Liverpool Lime Street
You should buy a ticket to cover your journey before boarding your train. You may be able to apply for a refund on this ticket at any Ticket Office or through Customer Relations. Only two refunds of this type will be considered in 12 months and an administration fee may be charged.
Liverpool South Parkway Hunts Cross Hough Green Warrington Central
Leeds
Birchwood Irlam
Manchester Piccadilly Stockport Hazel Grove Chinley Edale Hope (Derbyshire)
Doncaster M do
ea
Sheffield
l ha w l
Ba m at for he d G rsa rin g dl e ef or d D or e
Worksop
H
Dronfield
Matlock
Whitwell
Matlock Bath
Shirebrook
n d rfi el
Ruskington
by
r
ce
st e ca An
Ra u
n
Wainfleet Thorpe Culvert Boston
rd
Sleaford
te
n
&
O
rs to
n
ck to
As lo
Bi ng
ha
m
Havenhouse
Bo t
Hubberts Bridge
gt
ad
on
he es
n ki
in
ec
Sw
Grantham Spalding
Syston
St
Whittlesea
d
Kettering
Peterborough
r fo
m
ha ak
Market Harborough
am
O
March
Corby
Norwich es
cl
ad Ro
a Ro
am dh on h ym ug W ro bo d tle
At
d
g
lin
ar
for Eurostar services
Ec
London St Pancras International
H
n do
Luton Airport Parkway
r fo
Luton
et
an
Wellingborough
Bedford
Th
Ely
Br
It is your responsibility to buy any additional tickets you require to make your original ticket valid for your entire journey before you travel, if you do not you may be liable to a Penalty Fare.
Skegness
ts .)
he et N
(N ot
cl iff e Ra d
Metheringham
H
El to
Sp on Ea don to n
y
rb
de am
gh
lin
ng
am
eh
yk
H in
Lincoln
Melton Mowbray
Leicester
What happens if I travel beyond my destination?
Cleethorpes
C
to es Sileby
Grimsby Town
Newark North Gate
on st lle n Ro to er sk Fi by s n ea to Bl ar g ur Th ham e c d w oy Lo n J rto Bu on lt ar
Be Barrow Upon Soar
Sw
gh
ou
or
You may be liable to a Penalty Fare as a discounted ticket is only valid on production of the Railcard.
k ar tle ew s N Ca
nb
te
ee
Nottingham
Loughborough
ol
Newstead Hucknall Bulwell
At
Derby
rtr
a Pe
Uttoxeter Tutbury & Hatton
Sutton Parkway Kirkby in Ashfield
C
Longton Blythe Bridge
Barnetby Market Rasen
Mansfield
Langley Mill
Duffield
Stoke-on-Trent
Mansfield Woodhouse
Alfreton
Belper
Longport
Saxilby
sf o
Whatstandwell Ambergate
Alsager Kidsgrove
Habrough
Langwith-Whaley Thorns
Cromford
Crewe
Gainsborough Lea Road
Creswell
Chesterfield
East Midlands Parkway
What if I have purchased a discounted ticket with a Railcard but cannot produce the Railcard when asked to do so?
York
Wakefield Westgate
Manchester Oxford Road
If you have boarded the train before realising you haven’t got your Season Ticket and/or Photo Card, you need to approach the on train staff. If a member of our Revenue Protection Team approaches you, who is an Authorised Collector, they will record details of your Season Ticket and issue you with an Authority to Travel. You must send this Authority to Travel together with a clear photocopy of your Season Ticket and photo-card to the address detailed on the Authority to Travel. Failure to return the Authority to Travel or making a false claim can lead to prosecution. If the member of staff is not an Authorised Collector, you need to buy a ticket and apply for a refund.
Scarborough
Widnes
Lo
What should I do if I have forgotten my Season Ticket and/or a photo-card?
MAP KEY Limited services Tram Airport Station with Ticket Office
East Midlands Trains managed station Stations managed by another operator Station with Car Park
East Midlands Trains Penalty Fare station Other operator Penalty Fare station Station with Ticket Vending Machines
CHEAPER AND EASIER ONLINE Go to the all new eastmidlandstrains.co.uk and discover the benefits: • It’s cheaper – exclusive online discounts, with no hidden fees or charges • Best Fare Finder – go straight to our cheapest tickets to London with the new Best Fare Finder • Personalised timetables – available to download online now • It’s easier – register for instant, personalised travel information
Exclusively online at the new eastmidlandstrains.co.uk
Further information This leaflet is only intended to be a guide and should not be regarded as a complete or authoritative statement on the Penalty Fares Rules 2002. The information in this leaflet was correct at the time of printing in November 2009, but may be subject to change without prior notice. Copies of the Penalty Fare Rules are available from: Customer Relations East Midlands Trains FREEPOST RSAK-GETK-BSJX Nottingham NG32 3DQ
Visit: eastmidlandstrains.co.uk For the cheapest East Midlands Trains fares and to book tickets online for all GB train journeys and through fares to Europe with Eurostar.
East Midlands Trains booking line Call: 08457 125 678 • Booking tickets & information
• Customer service
• Group travel
• Business travel
• Season tickets
• Assisted travel
TextDirect: 18001 08457 125 678 (For people with hearing impairments).
Or call 08457 125 678. As part of our environmental policy, East Midlands Trains is committed to minimising wastage. The information in this leaflet was correct at the time of printing in December 2009, but may be subject to change without prior notice. East Midlands Trains does not accept liability for any inaccuracy of this information. East Midlands Trains Limited. Registered in England and Wales. Registered No: 5340682. Registered Office: Friars Bridge Court, 41–45 Blackfriars Road, London SE1 8NZ. Part of Stagecoach Group plc.
DON’T GET CAUGHT OUT! A guide to Penalty Fares from East Midlands Trains Version two. Valid from 7 December 2009
OUR PENALTY FARE SCHEME This leaflet provides you with essential information about how our Penalty Fare scheme may affect you. A Penalty Fare is a charge issued to anyone travelling without a valid ticket. To avoid a Penalty Fare, we encourage you to purchase your travel tickets before embarking on your journey. In response to feedback, you can be assured that we are making every effort to eliminate fare evasion throughout our services. Fare evasion costs the rail industry £200 million a year, so it is important to have an effective Penalty Fare scheme in place. There are many ways to purchase travel tickets. You can buy them online in advance at eastmidlandstrains.co.uk, at the station Ticket Office or from a Ticket Vending Machine – this way you can avoid paying any Penalty Fare charges. If you are travelling from a Penalty Fare station on an East Midlands Trains Service (see map towards the back of this leaflet for details) and you are unable to produce a valid ticket, you may be liable to pay a Penalty Fare. The Penalty Fare is £20 or double the single Anytime fare to the next station stop – whichever is the greater amount. In this leaflet you will find important information about the Penalty Fare scheme, how to avoid these charges and what to do in the event of being issued a Penalty Fare.
If I am issued a Penalty Fare charge, do I need to pay immediately? When issued with a Penalty Fare you have the option to pay a member of our Revenue Protection Team immediately or you have 21 days to make the full payment. Alternatively, if you wish to appeal against the decision to be charged a Penalty Fare, you have 21 days to do so. To appeal against your Penalty Fare you must do so in writing and send this to the appeals address on the Penalty Fare notice. This appeals service is independent of East Midlands Trains and will consider your appeal based on the facts concerning the case. If you don’t pay the charge and you choose not to appeal, legal proceedings may be brought against you. If you do not make the payment immediately, a member of the Revenue Protection Team will ask you for your name and address. Failure to provide your address, or giving a false name and address, is a criminal offence and may lead to prosecution.
How can I pay for my Penalty Fare? You can use cash and all major debit/credit cards, with the exception of Solo and Electron, or a cheque (supported by a cheque guarantee card). You can pay the full amount immediately or if you are unable to pay there and then, you have 21 days in which to do so. To find out how you can pay the Penalty Fare within the 21 days (by phone, over the internet, by cheque or postal order) please see the Penalty Fare notice.
Who can charge a Penalty Fare? Only members of our Revenue Protection Team, who are authorised collectors, can issue a Penalty Fare. They carry with them an Authorised Collector’s identification badge, which you can ask to see. Where we have an agreement with another train operating company, their Authorised Collectors will carry identification also, which indicates that they are authorised to issue Penalty Fares on behalf of East Midlands Trains.
What Penalty Fare arrangements do East Midlands Trains have with other train operators? East Midlands Trains and First Capital Connect have reciprocal arrangements, both Penalty Fare schemes operate in conjunction with each other. Details of stations where other train operating companies schemes apply are available from our Customer Relations Team on 08457 125 678.
What should I do if I have a problem buying my ticket before boarding the train? It is your responsibility to leave enough time to buy your ticket. The most convenient way to guarantee your ticket is to purchase it online in advance at eastmidlandstrains.co.uk. You must buy a ticket before you board the train. If you do not, and you are making a journey that is covered by the Penalty Fare scheme, you may be liable for a Penalty Fare. If you are unable to purchase your ticket online, the following options are available for purchasing tickets at a station: • Ticket Vending Machines – these will accept cash and most major credit/debit cards • At the station Ticket Office.
If neither of these options are available at the station (this may be because it is not possible to purchase the type of ticket you require i.e. a concession ticket from a Ticket Vending Machine or because it is out of order and the station Ticket Office is closed) and you do not have a pre-booked ticket, you should approach a member of on board staff to purchase a ticket as soon as possible. Please note, our Revenue Protection Team have a system in place which allows access to real-time information about the availability of all ticketing facilities at our stations and the types of tickets that can be purchased from our Ticket Vending Machines. If you are at a station where there are no Ticket Vending Machines and no Ticket Office you should use a Permit to Travel machine. This allows you to pay towards your ticket value with whatever money you have available. You will then need approach a member of the on board staff to purchase a ticket as soon as possible and within two hours. The value of your Permit to Travel ticket will be deducted from the ticket purchased on board. If the Permit to Travel machine is not in use, you must approach a member of on board staff at the earliest possible opportunity.
What if I want to buy a Season Ticket and the ticket office is closed? If you have a photo-card, you can buy a weekly Season Ticket from the Ticket Vending Machines. If you want to buy a monthly or longer Season Ticket, you should buy a single ticket for your destination or a Permit to Travel and then buy your Season Ticket at a Ticket Office. The cost of your single ticket or Permit to Travel will be deducted from the cost of your Season Ticket.
OUR ROUTE Liverpool Lime Street
You should buy a ticket to cover your journey before boarding your train. You may be able to apply for a refund on this ticket at any Ticket Office or through Customer Relations. Only two refunds of this type will be considered in 12 months and an administration fee may be charged.
Liverpool South Parkway Hunts Cross Hough Green Warrington Central
Leeds
Birchwood Irlam
Manchester Piccadilly Stockport Hazel Grove Chinley Edale Hope (Derbyshire)
Doncaster M do
ea
Sheffield
l ha w l
Ba m at for he d G rsa rin g dl e ef or d D or e
Worksop
H
Dronfield
Matlock
Whitwell
Matlock Bath
Shirebrook
n d rfi el
Ruskington
by
r
ce
st e ca An
Ra u
n
Wainfleet Thorpe Culvert Boston
rd
Sleaford
te
n
&
O
rs to
n
ck to
As lo
Bi ng
ha
m
Havenhouse
Bo t
Hubberts Bridge
gt
ad
on
he es
n ki
in
ec
Sw
Grantham Spalding
Syston
St
Whittlesea
d
Kettering
Peterborough
r fo
m
ha ak
Market Harborough
am
O
March
Corby
Norwich es
cl
ad Ro
a Ro
am dh on h ym ug W ro bo d tle
At
d
g
lin
ar
for Eurostar services
Ec
London St Pancras International
H
n do
Luton Airport Parkway
r fo
Luton
et
an
Wellingborough
Bedford
Th
Ely
Br
It is your responsibility to buy any additional tickets you require to make your original ticket valid for your entire journey before you travel, if you do not you may be liable to a Penalty Fare.
Skegness
ts .)
he et N
(N ot
cl iff e Ra d
Metheringham
H
El to
Sp on Ea don to n
y
rb
de am
gh
lin
ng
am
eh
yk
H in
Lincoln
Melton Mowbray
Leicester
What happens if I travel beyond my destination?
Cleethorpes
C
to es Sileby
Grimsby Town
Newark North Gate
on st lle n Ro to er sk Fi by s n ea to Bl ar g ur Th ham e c d w oy Lo n J rto Bu on lt ar
Be Barrow Upon Soar
Sw
gh
ou
or
You may be liable to a Penalty Fare as a discounted ticket is only valid on production of the Railcard.
k ar tle ew s N Ca
nb
te
ee
Nottingham
Loughborough
ol
Newstead Hucknall Bulwell
At
Derby
rtr
a Pe
Uttoxeter Tutbury & Hatton
Sutton Parkway Kirkby in Ashfield
C
Longton Blythe Bridge
Barnetby Market Rasen
Mansfield
Langley Mill
Duffield
Stoke-on-Trent
Mansfield Woodhouse
Alfreton
Belper
Longport
Saxilby
sf o
Whatstandwell Ambergate
Alsager Kidsgrove
Habrough
Langwith-Whaley Thorns
Cromford
Crewe
Gainsborough Lea Road
Creswell
Chesterfield
East Midlands Parkway
What if I have purchased a discounted ticket with a Railcard but cannot produce the Railcard when asked to do so?
York
Wakefield Westgate
Manchester Oxford Road
If you have boarded the train before realising you haven’t got your Season Ticket and/or Photo Card, you need to approach the on train staff. If a member of our Revenue Protection Team approaches you, who is an Authorised Collector, they will record details of your Season Ticket and issue you with an Authority to Travel. You must send this Authority to Travel together with a clear photocopy of your Season Ticket and photo-card to the address detailed on the Authority to Travel. Failure to return the Authority to Travel or making a false claim can lead to prosecution. If the member of staff is not an Authorised Collector, you need to buy a ticket and apply for a refund.
Scarborough
Widnes
Lo
What should I do if I have forgotten my Season Ticket and/or a photo-card?
MAP KEY Limited services Tram Airport Station with Ticket Office
East Midlands Trains managed station Stations managed by another operator Station with Car Park
East Midlands Trains Penalty Fare station Other operator Penalty Fare station Station with Ticket Vending Machines
