The app also has additional functionality that it allows journey planning between any two National Rail stations with real time overlays.

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1 Customer Information Arriva Trains Wales Mobile Ticketing App Thank you for volunteering to take part in Arriva Trains Wales Mobile Phone Ticketing Trial. This initial phase of the trial will only be available to Android phone uses but most platforms will be supported when the app is formally launched. This document gives you information on the ticketing offer and the conditions attached to the Mobile Multi-Flex tickets. The concept is that you buy a package of tickets which are priced at 6 return tickets for the price of 5. You will also get some additional flexibility of use compared to traditional ticketing methods. There is also information on how to use the application to purchase tickets using the app and how to activate and travel. This will be the only product you can purchase through the app. A section on frequently asked questions is included this should answer any questions you may have. The app also has additional functionality that it allows journey planning between any two National Rail stations with real time overlays. You can also see station departure boards for any National Rail station. If you have any further questions please use the address below. We would very much appreciate your feedback on any aspect of the ticketing trial and have set up an address to receive this: mobile.tickets@arrivatw.co.uk. This account will be monitored regularly and we aim to reply within a couple of days. It is intended to have a survey at the end of the end of the trial which I would appreciate your feedback so that we can make improvements to the final offer to everyone. Derek Thompson Mobile Ticketing Project Manager

2 Overview Arriva Trains Wales will shortly be offering Mobile Multi-Flex tickets. Mobile Multi-flex offer a new reduced rate flexible ticketing option. These tickets can only be purchased on and delivered to a Mobile Phone. The new product will be available in the Valleys suburban network around Cardiff between any two stations on the map below. What is included in the app? In the initial release, the only tickets available for purchase will be the Mobile Multi-Flex package. The app has the capability to sell other tickets but these will not be available at this stage. The app also includes journey planning for the whole of National Rail with real time running overlays of journeys for today. You can also see station and train real time information for any National Rail station. Ticket Offering The Mobile Multi-Flex package will consist of a package of 6 single tickets in the outward direction and 6 single tickets in the return direction. You can only purchase these tickets between any two stations in the area shown on the map. Mobile Multi-Flex packages will be priced at approximately 5 times the daily fare. You are getting 6 return tickets for the price of 5 with additional flexibility when you can use them. For example, if you buy a Mobile Multi-Flex package between Trefforest and Cardiff, you will get 12 individual one way tickets; 6 Trefforest to Cardiff and 6 Cardiff to Trefforest. The individual tickets must be activated before use. Once activated the ticket will be available for use for 3 hours and the journey must be completed in that time. All tickets have to be used within 3 months of purchase. Tickets can only be used in the direction shown and not in the reverse direction.

3 The individual return direction tickets do not have to be used on the same day as the outward. Tickets can be activated in any order Once purchased Mobile Multi-Flex packages are non-refundable this includes tickets which have not been activated or part-activated. There are no Child or Railcard discounts available You must be willing to store your payment card details within the application Conditions of Mobile Multi-Flex Tickets Mobile Multi-Flex tickets have a few conditions attached to them 1. Mobile Multi-Flex tickets are not subject to any time restrictions and can be used on any train between the two stations shown on the ticket. 2. There are no refunds on unused or part used Mobile Multi-Flex tickets. 3. If you are unable to show your ticket you will have to purchase a new ticket, this includes if your battery goes flat. Refunds will not be considered on the additional ticket you have purchased. It is your responsibility to ensure your phone is charged throughout your journey 4. If you have not activated your ticket before travel, you will be required to purchase a new ticket. Refunds will not be considered on the additional ticket you have purchased. 5. Tickets can only be purchased and delivered to mobiles devices. 6. Tickets can only be used in the direction shown and not in the reverse direction 7. The tickets are also valid on First Great Western services between Bridgend and Cardiff

4 Frequently Asked Questions Do I have to be on-line all the time? No. The phone only needs to be on line to carry out certain activities: Purchase Tickets Make Journey Enquiries Monitor Real Time train running Tickets can be activated and travelled on off-line. What happens if my battery goes flat? You will have to purchase a ticket. There will be no refund on tickets that have been activated of the ticket that has had to be purchased. What happens if I change my Phone? You can load the app on your new phone but tickets will not transfer between phones. You can continue to use up your remaining tickets on your existing phone without a SIM card as the phone does not have to be on line to activate or travel. How long are my tickets valid? The tickets have to be activated within 3 months otherwise they will lapse. Once activated you have 3 hours to complete your journey. How long do I have to travel once I have activated a ticket? You must complete your journey within 3 hours. Can I buy child tickets? Not at this stage but this may come in a future update. Can I have a Railcard discount? Not at this stage but this may come in a future update. Is the package of tickets refundable? No, there are no refunds. Can I have a refund on tickets I have not activated? No the tickets are non-refundable. What if I have used all the tickets in one direction can I buy one direction Mobile Multi- Flex? At this stage Mobile Multi-Flex tickets are only being offered as a package of tickets. You can purchase another package of tickets but this will consist of the same individual tickets.

5 Can I use the tickets in the reverse direction from that shown? No they are only valid in the direction shown. If my friend is travelling with me can I activate two tickets? Yes you must show both to checking staff. If I activate a ticket in error can it be deactivated? No. If there are train delays and I cannot complete within 3 hours will my ticket still be accepted? Yes. Checking staff will be advised of delays. Can I break my journey? Yes providing you complete your journey within 3 hours. Will my ticket be scanned? Yes, some staff will be equipped with reading devices where you will need to display the barcode to be scanned. How do I get through gates? Initially you will have to show the ticket to checking staff who may scan the ticket. Tickets gates will shortly be fitted with readers. Once this happens you will be able to show the barcode to the gate. Can I use First Great Western trains between Bridgend and Cardiff? Yes. Can I use the individual outward and return tickets on different days? Yes. Can I use the return legs before the outward legs? Yes. How do I activate my ticket? Select the ticket you want to use and select the activate m-ticket button. What is the barcode for? The barcode will be scanned by some on train and ticket gate staff. Shortly ticket gates will be equipped with readers to allow you to exit and enter.

6 If my phone is stolen can someone gain my card details? No, only the last 4 numbers are visible in the app. If my phone is stolen can someone use my card to purchase tickets? No, you have to insert the card CVV number every time you want to make a purchase. They will still be able to travel on any un-activated tickets if they can unlock your phone. Can I have more than one Mobile Multi-Flex Ticket at a time? You can have different journeys at the same time e.g. package of Caerphilly Cardiff and a separate package of Pontypridd Cardiff. You do not have to fully use up one package before buying another.

7 How to purchase the tickets Welcome Screen Select Find Trains Select the journey you wish to purchase Open Return needs to be selected to purchase Mobile Multi-Flex tickets. The options below are not required at this stage, the current date and any time can be selected. Tickets will be available for activation for 3 months from the date selected. Note you cannot activate tickets until the date nominated at the earliest.

8 The Mobile Multi-Flex ticket will display. The fare displayed is the approximate cost for one return journey. The total price you will pay will be confirmed on the next screen. Confirm you are happy with the price and proceed to purchase of a package of tickets.

9 The first time you use the app you will have to store your card details. You only need to do this on the first occasion but will have to insert your CVV number each time you make a purchase. Confirm the tickets you want to purchase.

10 Tickets are added to My Tickets.

11 How to travel on the tickets Welcome Screen Select My Tickets or Next Ticket Select the journey you wish to activate Note only the outward direction is shown on the summary on the ticket wallet. Within this entry are a combination of journeys in both directions.

12 Unused outward direction tickets display at the top. Note the date of purchase is shown Unused return direction tickets are below the outward direction tickets. Used tickets are moved to the very bottom on expiry.

13 This is a ticket ready to be activated. In order to travel you will need to activate your ticket. You should do this just before travel as the ticket will only remain activated for 3 hours. Select the activate button to do so. Once you attempt to activate a ticket you will be asked to confirm you wish to do so. Note: Once activated a ticket cannot be deactivated.

14 Active Ticket Active Barcode Some staff are equipped with scanners and may wish to scan the barcode.

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