A SMARTER WAY TO TRAVEL

A SMARTER WAY TO TRAVEL YOUR SMART GUIDE INTRODUCING SOUTH WEST TRAINS SMART South West Trains offer smart tickets (loaded to Smartcards) alongside...
Author: Ursula Sparks
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A SMARTER WAY TO TRAVEL YOUR SMART GUIDE

INTRODUCING

SOUTH WEST TRAINS SMART South West Trains offer smart tickets (loaded to Smartcards) alongside paper tickets on a number of routes, covering around 100 stations on the network. We have plans to extend the availability of smart ticketing during 2015/16. This extension will include travel within the London Travelcard area. Smartcards are shaped liked a plastic credit card and hold your ticket details electronically. The cards are much more durable than paper tickets and can be used over and over again. Not only will they save you time, they are good for the environment too. If you travel through a station with automatic ticket gates you’ll no longer need to feed your ticket through the gate to enter or exit the station. Simply touch your Smartcard on the reader, ensuring you keep all other ‘contactless’ cards away from the reader (e.g. Oyster card, bank card, or building pass) to avoid ‘card clash’. It is important that you only touch the reader with the card you intend to use for your journey. Using South West Trains Smart is simple. Once you have received your Smartcard you can book just 2 hours in advance online or by phone, or instantly purchase a ticket from a self-service ticket machine at one of our stations outside of the London Travelcard Area1. Using South West Trains Smart is a faster and more convenient way of buying your ticket.

REGISTERING FOR SOUTH WEST TRAINS SMART South West Trains Smartcards are issued free of charge to all customers and can be ordered when purchasing a ticket online or by calling 0345 810 1010. It will then be posted to you (please allow at least 7 days for the Smartcard to be delivered by post), and you can then collect the ticket at your chosen station by placing the Smartcard on the reader at the automatic ticket gate or platform validator. Alternatively you can order a Smartcard by calling 0345 810 1010 and purchase your ticket(s) separately. Where a Season Ticket is loaded to a Smartcard, the ticket is only valid when accompanied by a National Rail photocard. Smartcards have your name printed on them and you’ll need to show your Smartcard in conjunction with your photocard when asked. The name on the photocard and Smartcard must match. If you do not have a National Rail photocard, you can get one from any staffed station when you present a passport sized photograph. Our TVMs within the London Travelcard area are enabled for Oyster cards only. It is not possible for the TVM inside the London Travelcard area to recognise both Oyster and South West Trains Smartcards. 1

BUYING TICKETS Tickets for your South West Trains Smartcard can be purchased in advance (2 hours or more) from southwesttrains.co.uk or by calling 0345 810 1010. You can also purchase tickets instantly using a self-service ticket machine at South West Trains stations outside of the London Travelcard Area. You’ll need to enter your National Rail photocard number and postcode when buying a Season Ticket at a ticket machine. When purchasing online or by phone you will need to choose a station to ‘collect’ your ticket from, this can be any South West Trains station outside the London Travelcard area. This can be in advance of your day of travel. Once at your chosen station you can then ‘collect’ your ticket from a Smartcard reader. We are currently able to offer the following ticket types on South West Trains Smart by the following methods of purchase: Method of purchase Ticket type

*

Online

Phone

Ticket Machine*

Monthly Season Ticket







Monthly Plus Season Ticket







Annual Season Ticket**







Weekly Season Ticket







First/Standard Anytime Peak







First/Standard Off-Peak







First/Standard Super Off-Peak







Outside of London Travelcard area

If you purchase an Annual Season Ticket and load this to your Smartcard, you will be sent a separate Gold Record Card. This contains the relevant Season Ticket information that will enable you to obtain additional Gold Card discounted tickets for yourself and others travelling with you for all journeys across the Gold Card area. For more information on Gold Card visit http://www.nationalrail.co.uk/times_fares/ticket_types/46573.aspx **

LOADING TICKETS If you purchased your ticket online or by phone, your ticket can be collected and loaded to the Smartcard after 2 hours, when you ‘touch in’ via the reader at the automatic ticket gate or platform validator. It is important that you allow time for your ticket to load onto the Smartcard; just hold your Smartcard on the reader for a few seconds and remove when the gate opens or when the platform validator makes an audible “bleep” and shows a green light. If you are purchasing your ticket from a self-service ticket machine at the station, the machine will prompt you to load your ticket to your Smartcard after purchase. You do this by placing the Smartcard on the ticket machine reader and waiting for confirmation that the ticket has been loaded. It’s important that you load your ticket(s) to your Smartcard before boarding the train.

TOUCHING IN You must ‘touch in’ at the start of your journey by placing your Smartcard on the reader as you pass through the automatic ticket gate onto the platform or, where there are no gates, using the platform validator. Be sure to keep any other ‘contactless’ cards, e.g. Oyster cards, bank cards or building passes, away from your South West Trains Smartcard when touching a Smartcard reader to avoid ‘card clash’. To check the validity of a ticket on your Smartcard prior to travel, place the Smartcard on the reader at any self-service ticket machine outside of the London Travelcard area or call 0345 810 1010.

ON-TRAIN TICKET CHECKS Once on-board, your Smartcard will be read by staff using a handheld reader to check that the ticket loaded onto the card is valid for the journey being made. If you are a Season Ticket holder you will still need to produce your photocard as identification along with your Smartcard when asked. The name on the photocard must match the name on your Smartcard.

TOUCHING OUT You must ‘touch out’ with your Smartcard to validate the end of your journey. This is done by placing the Smartcard on a reader at the automatic ticket gate, or platform validator if there are no gates.

FAQS How do I get a South West Trains Smartcard? Your Smartcard can be ordered when purchasing a ticket online or by calling 0345 810 1010. It will then be posted to you (please allow 7 days for the Smartcard to be delivered by post), and you can then collect the ticket at your chosen station by placing the Smartcard on the reader at the automatic ticket gate or platform validator. Alternatively you can order a Smartcard by calling 0345 810 1010 and purchase your ticket(s) separately. What happens if I lose my Smartcard? If your South West Trains Smartcard is lost or stolen you should call 0345 810 1010 as soon as possible. We will cancel your card so that it cannot be used by anyone else. A replacement card can then be issued and will take up to 7 days to be delivered. If you had a Season Ticket loaded onto the lost or stolen Smartcard with more than 1 week left before its expiry we will also arrange for this to be loaded onto your new Smartcard. An administration charge will apply to a duplicate Season Ticket loaded onto a replacement card. You will need to purchase paper tickets from the station whilst a replacement Smartcard is sent to you. These may be refunded once the replacement Smartcard is received. If your lost or stolen Smartcard had other tickets stored on the card, please discuss this with the Customer Service Centre by calling 0345 810 1010. What happens if I leave my Smartcard at home? Leaving a Smartcard at home is the same as leaving a paper ticket at home - you will need to purchase a new ticket for your journey. If you are a Season Ticket holder you may be entitled to a refund of the paper ticket purchased to complete your journey. The paper ticket must be kept and you should enquire at the Ticket Office for a refund within 28 days of travel. Can someone else use my Smartcard? South West Trains Smartcards are not transferrable and therefore must not be given to any other person for their use. What is the difference between Oyster and South West Trains Smart? Oyster is only valid within the London Travelcard area. It can be used to either store a ticket, a Season Ticket for example, or to store a monetary value, which is then used for ‘Pay as You Go’ travel. The South West Trains Smartcard is able to store tickets, but not monetary value. What happens if I forget to ‘touch in’ or touch out’? We are encouraging customers to ‘touch in’ and ‘touch out’ to enable your journeys to be registered.

For more information on South West Trains Smart please visit southwesttrains.co.uk/smart or call 0345 810 1010

Visit us at

@SW_Trains facebook.com/swtrains

Customer Service Centre

Assisted Travel

0800 5282 100 Textphone 0800 6920 792 A freephone service open 6am - 10pm for older and disabled passengers. We recommend booking assistance at least 24 hrs in advance.

SWT4790615 The information in this leaflet was correct at the time of printing in June 2015.

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