Revenue Protection Policy
We aim to clarify passenger responsibilities when travelling with us
Passenger responsibility when travelling
We will be vigorous, effective and consistent in all our dealings with fare evasion and revenue protection activity, using relevant legislation and powers to ensure that we protect the interest of all our fare paying passengers.
We will make it clear to passengers what their responsibilities are when travelling with us, how to get the correct ticket for the journey they are making and if they do not we will make it clear what will happen and when.
- Operate a Penalty Fares Scheme at all our stations and trains
- Prosecute criminal fare evasion
- Prosecute offences under the Railway Byelaws
- Comply with the Data Protection Act
- Seek financial compensation for costs and damages incurred
All persons travelling with us must be in possession of a valid ticket or authority to travel for their journey before they travel.
Full details of passengers' responsibility to purchase a ticket are in the National Rail Conditions of Travel (NRCoT).
All tickets are issued subject to restrictions and conditions. When purchasing a ticket from us we will explain the restrictions that ticket is subject to:
- Verbally at the time of purchase if bought at a ticket office
- In the conditions at the time of purchase if bought online
- In the conditions at the time of purchase if bought from a Ticket Vending Machine
We operate a penalty fares scheme on all of our services and at all of our stations.
We will continually work to improve passenger understanding of the penalty fares scheme and its application. This will include a commitment to ensure:
- Passengers understand what they need to do about a penalty fare
- How they can appeal against a penalty fare
- What the timescales are surrounding a penalty fare
- Who to contact surrounding a penalty fare
Unpaid Fares Notices
Some staff who do not issue penalty fares may issue an Unpaid Fares Notice.
An Unpaid Fares Notice, when issued, will clearly show:
- What a passenger needs to do to pay the fare owing
- How a passenger can dispute their liability to pay
- What the timescales are surrounding payment
- Who to contact surrounding the payment of the Unpaid Fares Notice
We will privately prosecute, in a court of law, offences reported by our staff. We will make it clear to persons reported for such offences that the facts will be reported and:
- What a person reported needs to do
- Who to contact in relation to the report
All our staff will be trained to exercise both the power extended to them and any discretion that is available to them under the licences they hold.
Discretion given to persons authorised to issue penalty fares can be found within the scheme and contains details including:
- When a notice can be issued
- To whom a notice can be issued
- When a notice may not be issued
- Treatment of vulnerable groups
- Staff training
- Staff licensing
- Staff will be trained in application of:
- NRCoT (National Rail Conditions of Travel)
- The Railway Byelaws
- Restrictions and Conditions of tickets
- Police and Criminal Evidence Act
- Any other applicable powers
Some staff have powers under the Railway Safety Accreditation Scheme (RSAS). Details of this can be found at here.
Use of passenger personal information