Transport for NSW Sydney Trains and NSW Trains Fares and Ticketing Customer Handbook

Transcription

1 Transport for NSW Sydney Trains and NSW Trains Fares and Ticketing Customer Handbook _2

2 CONTENTS PART A: INTRODUCTION, DEFINITIONS AND INTERPRETATION PURPOSE OF THIS DOCUMENT INFORMATION ABOUT CONCESSIONS CUSTOMERS USING AN OPAL CARD DEFINITIONS AND INTERPRETATION Definitions Interpretation... 8 PART B: GENERAL CONDITIONS OF TRAVEL GENERAL CONDITIONS OF TRAVEL Applicable legislation, regulations and rules Passenger Code of Conduct Limitation of liability Carriage of animals Times of Services Before starting a Journey Lost property Concession, discount and promotional Fares Third party products PART C NON-BOOKED SERVICES SPECIFIC CONDITIONS CONDITIONS OF TRAVEL NON-BOOKED SERVICES One class of travel Payment of Fares Suburban passengers not booked on Booked Services Tickets where the issuing Station is not the Origin Station Passengers travelling without Tickets Passengers travelling beyond Destination shown on Ticket Expired Tickets Holders of excursion Tickets travelling by Services on which such Tickets are not available REFUNDS MYZONE TICKETS Tickets which may be refunded Making an application: General Manual application Online ticketing refunds Station Booking Office (Automated Refund Process) Tickets lost, stolen or mislaid MyTrain and MyMulti Ticket refunds Lost, stolen or mislaid periodical Tickets and passes Children and families BICYCLES RESERVATIONS Group reservations Reserved carriages _2

3 9.3 Cancellation of reservations NON-BOOKED SERVICES ROAD SERVICES NON-BOOKED SERVICES CO-ORDINATED RAIL AND ROAD COACH SERVICES NIGHTRIDE BUS SERVICES BATHURST ROAD COACH SERVICE PART D TICKETS FOR NON-BOOKED SERVICES TICKET TYPES General MyTrain Single Ticket MyTrain Return Ticket MyTrain concession (child) off-peak return Ticket MyTrain concession weekly and concession Fortnightly Tickets MyTrain 90 and 365 Day Tickets MyMulti1 Weekly Tickets MyMulti1 90 and 365 Day Tickets MyMulti2 Weekly Tickets MyMulti2 90 and 365 Day Tickets MyMulti3 Weekly Tickets MyMulti3 90 and 365 Day Tickets MyMulti Day Pass Tickets Pensioner Excursion Tickets Family Funday Sunday Tickets Authority to Travel Receipt (ATTR) Blue Mountains ExplorerLink Bondi Beach Tickets Moore Park Tickets TramLink Zone 1 Ticket TramLink Zone 2 Ticket MyBus TravelTen Tickets CONDITIONS OF TRAVEL FOR CATEGORIES OF TICKET ON NON-BOOKED SERVICES Availability of Single and Return Tickets on Non-Booked Services Advance purchase of Single and Return Tickets Concession (Child) Off-peak return Tickets MyMulti Tickets MyTrain concession weekly and concession fortnightly Tickets MyTrain and MyMulti periodical Tickets Authority to Travel Receipt Link Tickets Intermodal Tickets MyBus products Airport Line Tickets Sponsored Fare travel Opal Cards PART E BOOKED SERVICES SPECIFIC CONDITIONS TICKETING CONDITIONS FOR BOOKED SERVICES Conditions of carriage Disembarking a Booked Service _2 2

4 16.3 Alcohol Unaccompanied minors Tickets issued by general Sales Agents Lost and mutilated Tickets Customers travelling in first class using an economy class Ticket Sponsored Fare Tickets Unbooked travel (Go Show) One person booking two seats Conditions for sleeping berths Complimentary meal Sole use of a sleeping compartment Children and sleeping berths FARES FOR BOOKED SERVICES General Extended Journey Cancellation Journeys on Non-Booked Services Tickets for trips between Lithgow and Bathurst Exchange Refund PAYMENT FOR BOOKED SERVICES Cash Cheques EFTPOS/credit cards Pay Post Delivery of Tickets online or phone reservations Tentative bookings CUSTOMERS WITH DISABILITIES ON BOOKED SERVICES General Physical limits of trains used for Booked Services Physical limits of coaches used for Booked Services Assistance provided by NSW Trains staff on Booked Services Access and Egress Passengers with Disabilities Sleeping Carriage (XPT only) Accessible Seating Booked Services - Road Coaches Passengers travelling in a Mobility aid on a Booked NSW Trains road coach Service Passengers travelling in or on Mobility Aid on NSW Trains trains Passengers travelling with a Mobility Aid on NSW Trains train services and able to transfer to a seat Portable Medical Oxygen Cylinders Oxygen Concentrators PASSENGER LUGGAGE Passenger Luggage on Booked Services Luggage Allowance Conditions Checked luggage Restrictions Luggage claims Luggage liability Luggage unclaimed Bicycles, surfboards, snowboards and snow skis Folding Bicycles Storage _2 3

5 21 BOOKING RESTRICTIONS Local Journey trips of less than 40km CONNECTIONS Generally Guaranteed Connections SPECIAL STOPS NSWTRAINS WEBSITE Online bookings TRAVEL PASSES FOR BOOKED SERVICES General East Coast Discovery Pass Backtracker Rail Pass and Rail Travel Pass Confirmation ANNEXURE A - CALCULATING FARES FOR NON-BOOKED SERVICES CALCULATING FARES AND DISTANCES ON NON-BOOKED SERVICES General Approved routes of travel Approved Circular Routes City Railway, Eastern Suburbs Line and Sydney Harbour Bridge Designated City Railway Gateway Locations Distance tables for Non-Booked Services City Railway lines NSW Trains road coach routes ANNEXURE B - CALCULATING FARES FOR BOOKED SERVICES CALCULATING FARES FOR BOOKED SERVICES General Distance of Stations from Sydney for Fare calculation purposes DATE: December 2014 VERSION: 1.2 REFERENCE: PR14/21528 DIVISION: Policy and Regulation _2 4

6 PART A: INTRODUCTION, DEFINITIONS AND INTERPRETATION 1 PURPOSE OF THIS DOCUMENT This Handbook sets out the terms and conditions applicable to the carriage of passengers and their luggage on NSW Trains and Sydney Trains Services from 24 December This Handbook replaces the former Passenger Fares and Coaching Rates Handbook and the CountryLink Business Rules Manual, which previously described the terms and conditions relating to travel on CityRail and CountryLink services operated by RailCorp. The terms and conditions set out in this document, as amended from time to time, apply for all Services from 24 December This document may also be referred to as the Sydney Trains and NSW Trains Fares and Ticketing Business Rules Manual. Additional information on Fares and ticketing products for Sydney Trains and NSW Trains is available by calling or at 2 INFORMATION ABOUT CONCESSIONS Information on transport concession eligibility and entitlements is available on the Transport for NSW website at 3 CUSTOMERS USING AN OPAL CARD The terms and conditions applicable to the use of an Opal Card on Sydney Ferries, Sydney Trains and NSW Trains Services are contained within the Opal Terms of Use, which is available at Operators can also refer to the Opal Operator Fares and Ticketing Policy Manual _2 5

7 Term 4 DEFINITIONS AND INTERPRETATION 4.1 Definitions Definition or interpretation Accessible Seat An allocated seat reserved for passengers with a Disability. Adult A person 16 years of age and over excluding concession holders. Adult Fare The Fare for an Adult for a Booked or Non-Booked Service (as applicable) published on or Alternative Route Any other routes which may be available between two Stations. Attendant Sighted person four (4) years or older. ATTR Authority To Travel Receipts (ATTR) are issued through Ticket Vending Machines and allow a customer to travel on a service when the required Ticket is not available through a Ticket Vending Machine. As with other Tickets the ATTR must be purchased prior to boarding the service, as described in section Authorised A person authorised by the Independent Transport Safety Regulator as an Officer authorised officer for the purposes of the section 46W of the Passenger Transport Act Between The word "between" means "to and from". Booked Services Regional Services operated by NSW Trains where the Origin and/or Destination are in the Booked Services Area on which a customer may be allocated a reserved seat. Booked Services Has the meaning given to it in clause 4.2(a). Area Break of Journey Leaving the Paid Area of a Station before reaching the Destination printed on (Non-Booked your Ticket and rejoining a later Service using the same Ticket. Service) Break of Journey Time less than 12 hours between arrival at a Station by one Booked Service and (Booked Service) departure from the same Station on the next Booked Service. Charging Unit A measure of distance used to calculate Fares for Booked Services. Child A person four (4) years of age and over, but under 16 years of age. Child Fare 50% of the Adult Fare rounded to the nearest dollar, plus GST. City Railway Has the meaning given to it in clause 1.4 of Annexure A. Complimentary A voucher that may be issued by Sydney Trains or NSW Trains, which entitles Voucher the holder to free travel as indicated on the voucher. The voucher is not valid for travel and must be exchanged for a Ticket before travel. Concession Fares Reduced Fares available for eligible concession beneficiaries such as children or pensioners. CRS Customer Reservation System. Day Tickets Tickets available for travel for one (1) day on date of validity up until 4.00am the following morning. Declaration Signed statement. Destination (Non- The Station/zone specified on the Ticket. Booked Service) Destination Last Station of a Leg of an Itinerary. (Booked Service) Disability Has the same meaning as it has in the Disability Discrimination Act 1992 of the Commonwealth. Distance Fare Fare based on distance. ECRL Epping to Chatswood rail link, including Macquarie University, Macquarie Park and North Ryde Stations. Employee Any officer, employee or other person in the service of RailCorp, STA, State Rail Authority, Transport for NSW, NSW Trains or Sydney Trains. Encoded Ticket A rail Ticket incorporating a magnetic strip or surface on which is encoded the Ticket validity. Fare The charge fixed for the conveyance of passengers for a specified distance or between specified places _2

8 Term Force Majeure Event FTR Gateway Location GPT (General Purpose Ticket) Handbook Infant Intermodal Destination Interstate Itinerary Journey - Return Journey - Single Leg Line Link Ticket Mobility Aid MyMulti Fare MyTrain 7-14, 90 and 365 Day Fare MyTrain Concession (Child) off-peak Return Fare MyTrain Return Fare MyTrain Single Fare MyZone Tickets Non-Booked Services Non-Booked Services Area Definition or interpretation Any event beyond the control of Sydney Trains or NSW Trains, including: (a) (b) (c) (d) (e) (f) act of God, earthquake, cyclone, fire, explosion, flood, landslide, lightning, storm, tempest, drought or meteor; or war (declared or undeclared), invasion, act of a foreign enemy, hostilities between nations, civil insurrection or militarily usurped power; act of public enemy, sabotage, malicious damage, terrorism or civil unrest; or confiscation, nationalisation, requisition, expropriation, prohibition, embargo, restraint or damage to property by or under the order of any government or government authority; or industrial action; or any other thing outside the control of Sydney Trains or NSW Trains (as applicable) or its employees, agents or contractors. Financial Transaction Record. A Station on the City Railway from which Fares are calculated when travel passes through the City Railway. Manually completed paper Ticket, which may be issued in lieu of an Encoded Ticket. This Sydney Trains and NSW Trains Fares and Ticketing Customer Handbook, as amended from time to time. A person under four (4) years of age. A Station serviced by multiple modes of travel, eg: train, bus, Tram and/or ferry. Area deemed outside of NSW. The total Leg or Legs contained in a Passenger Name Record. Two Single Journeys where the Origin on the first Journey and the Destination on the last Journey are the same Station. One or more Legs where the Origin and Destination are not the same Station. A Journey between an Origin and a Break of Journey Station or Stopover Station, or if there is no Break of Journey or Stopover, the Destination. A line of railway upon which passenger services travel. A Ticket that combines other travel components with a Fare. Wheelchair, collapsible wheelchair, motorised wheelchair or motorised scooter that complies with physical dimensions specified in clause 19.2 (for travel on trains) and clause 19.3 (for travel on coaches). The charge fixed for multi-modal Journeys, irrespective of the number of Journeys, over a specified route, or part of a specified route(s)/zone(s), during a specified period (DayPass, Weekly 7 days, 90 days, 365 days). The charge fixed for Journeys, irrespective of number, over a specified route(s), or part of a specified route, for Tickets covering concession weekly (7-day), concession fortnightly (14-day), 90-day and 365-day periods. The discounted charge fixed for one return Journey from the Origin Station and return to the same Station. The non-discounted charge fixed for one return Journey from the Origin Station and return to the same Station. The charge fixed for one Journey from one specified Station or one specified place to another specified Station or specified place. All MyTrain tickets, all MyBus tickets, all MyFerry tickets, all MyMulti tickets, the Pensioner Excursion Ticket and the Family Funday Sunday ticket. NSW Trains Intercity Services and Sydney Trains Services that operate exclusively in the Non-Booked Services Area. Has the meaning given to it in clause 4.2(a) _2 7

9 Term Origin Paid Area Pass Passenger Name Record / PNR Passenger Type RailCorp Railways Acts and Bylaws Return Fare Route Service Single Fare Station Stopover Student Fare Through Fare Ticket Ticket Vending Machine Valid Ticket Wheelchair Space Definition or interpretation A Station from which the first Journey begins. That area upon which a person may not enter or leave without being in possession of a valid Ticket. If the Station has no Ticket barrier, this means the platform. If the Station has a Ticket barrier, this means the platform and all other parts of the Station between the platform and the Ticket barrier. A recognised authority for travel (deemed as a Ticket). NSW Trains Reservation system booking identification code. Specific passenger type code used in the NSW Trains computer reservation system. Rail Corporation New South Wales constituted under the Transport Administration Act Any Act of Parliament of the Commonwealth or of a State which in any way relates to the creation of an entity with the function of operating a railway, or which relates to a railway operated by such an entity and any regulation, bylaw, order or resolution made pursuant to any such Act. The charge fixed for two Journeys where the Origin and final Destination are the same specified Station. A Line or course followed by a Service. A Sydney Trains or NSW Trains train, road-coach or minibus provided for conveyance of passengers, except where the meaning is otherwise implied. The charge fixed for one Journey from one specified Station to another specified Station. A recognised place for picking up or setting down passengers travelling on Services. Time greater than 12 hours between arrival at a Station by one Service and departure from the same Station on the next Service. 50% of the Adult Fare rounded to the nearest dollar, plus GST. Fare covering a Journey for an Itinerary conveyance by rail or motor vehicle. An ATTR, receipt, pass, MyTrain, MyMulti Ticket or any pass of a similar nature. Customer operated vending machine, installed at selected Stations, which issues a range of Encoded Tickets. A Ticket which complies with all conditions under the Railways Acts and bylaws relevant to its use. An allocated space for a Mobility Aid. 4.2 Interpretation (a) These area definitions are to be applied when using this guide: (i) Non-Booked Services Area: The MyZone ticketing system area bounded by Dungog/Scone, Bomaderry (Nowra), Goulburn and Lithgow. (ii) Booked Services Area: All Lines and Stations outside of the Non-Booked Services Area serviced and ticketed by NSW Trains, excluding any Interstate locations. (b) A reference in any clause to a nominated Sydney Trains or NSW Trains officer includes a reference to such other officer as Sydney Trains or NSW Trains may from time to time nominate for the purposes of the clause. (c) A reference to a Ticket includes a reference to a MyTrain or MyMulti Ticket, a General Purpose Ticket, Authority to Travel Receipt (ATTR), a free school travel pass, incapacitated Ex-member of Defence Force pass, TravelPass, Special Event Ticket or any pass of a similar nature _2 8

10 (d) A reference to forward portion includes a reference to the forward Journey in respect of any type of return Ticket. (e) A reference to return portion includes a reference to the return Journey in respect of any type of return Ticket. (f) For Ticket availability purposes, the nominated date of expiry (eg: date printed on Ticket, date of issue, etc) is deemed to extend to 4.00am the following morning. (g) A reference to the singular includes the plural. (h) All Fares rates and charges are inclusive of the Goods and Services Tax (GST). (i) Any portion of a day will be regarded as one day. (j) Any portion of a kilogram will be regarded as one kilogram. (k) 0.5 cents or more will be regarded as ONE cent. Less than 0.5 cents will be disregarded. (l) Where it is provided that a Fare, charge or fee, etc be rounded off to the nearest 10 cents - five cents will be regarded as ten cents. (m) Where it is provided that a Fare, charge or fee, etc be rounded off to the nearest dollar - 50 cents will be regarded as ONE dollar _2 9

11 PART B: GENERAL CONDITIONS OF TRAVEL 5 GENERAL CONDITIONS OF TRAVEL The following conditions apply to travel on all Services. By using the Services, purchasing a Ticket to use the Services and/or entering a Paid Area, you accept and agree to all the conditions contained in this Handbook. 5.1 Applicable legislation, regulations and rules (a) All Services are provided under and subject to: (iii) the Transport Administration Act 1988 and regulations made thereunder, the Rail Safety National Law (NSW) and the regulations made thereunder, and the Passenger Transport Act 1990; (iv) any other Railways Acts and Bylaws; and (v) the provisions of this Handbook. (b) NSW Trains and Sydney Trains are required to comply with the Privacy and Personal Information Act 1998 and certain other privacy laws, regulations and principles ( Privacy Legislation ). The Privacy Legislation regulates the collection, storage, use and disclosure of personal information. Information about a passenger, including their name, address and other details is personal information for the purpose of the Privacy Legislation. NSW Trains and Sydney Trains privacy policies are available online at and (c) Sydney Trains and NSW Trains are committed to providing access to Services to all passengers, in compliance with the Anti-Discrimination Act (NSW) 1977 and the Disability Discrimination Act (Commonwealth) See clause 19 below for provisions relating to customers with a Disability on Booked Services. (d) All customers travelling on any Services must comply with Parts 5 and 6 of the Passenger Transport Regulation Passenger Code of Conduct The following rules apply to passengers travelling on any Service or present on any Sydney Trains or NSW Trains property, including Stations. By using any Service, or entering any Sydney Trains or NSW Trains property, each passenger accepts and agrees to abide by the following rules: (a) A person who is on a train must not put any part of their body outside any window or doorway of a Service while it is in motion. (b) A person who is on a train must not enter or leave a Service while it is in motion. (c) A person who is on a train must not board or leave a Service that is not scheduled to pick up or set down passengers. (d) A person who is on a train must not board a Service without a valid Ticket and/or reservation. (e) A person who is on a train must not board a Service wearing soiled clothing, without footwear or being offensive to other passengers. (f) Passengers cannot board a Service in possession of an opened container of alcohol. (g) Smoking is not permitted on any Service or at any Station _2 10

12 (h) A person who is on a Service and in possession of a Ticket must make their Ticket available for inspection or processing by an Authorised Officer on the Authorised Officer s request. (i) A person must not travel on a Service on the authority of a concession Ticket unless the person is, by reason of their age, occupation or status, entitled to the concession Ticket. An Authorised Officer may require a person to produce to the Authorised Officer evidence (for example, the person s pensioner or student concession card) that the person is entitled to the concession Ticket. (j) A person detected travelling on a Service on an unauthorised Ticket will be required to pay the applicable penalty for travelling on an unauthorised fare. (k) Customers must not behave in a violent or antisocial manner. Sydney Trains and NSW Trains, to the extent permitted by law, will not be liable for injury, loss or damage, however it is caused, which a passenger may sustain as a result of a breach of clause 5.2. If a passenger is in breach of any provisions of this Handbook, including the Passenger Code of Conduct, or any other conditions of carriage, conditions of ticketing, or directions given by and Employee or Authorised Officer, NSW Trains and Sydney Trains (as applicable) have the right to refuse to provide any Service to that passenger, and the contract for carriage between NSW Trains or Sydney Trains (as applicable) and the passenger is immediately terminated without right of refund. If a passenger breaches any provision of the Passenger Transport Regulation 2007, NSW Trains or Sydney Trains staff may ask the police to remove the passenger from the Service. An Authorised Officer may direct a passenger to leave a train where the member of staff is in the opinion that the passenger has committed an offence in breach of the Passenger Transport Regulation Sydney Trains and NSW Trains reserve the right to confiscate Tickets and concession cards for misuse or any breach of the terms and conditions in this Handbook, or any other relevant law, or directions given by an Employee or Authorised Officer. 5.3 Limitation of liability (a) Except as otherwise provided in this Handbook, and to the extent permitted by law, Sydney Trains and NSW Trains exclude all liability for loss, damage or delay caused or contributed to by or arising from or otherwise related to: (i) inaccuracy in any information concerning or provided in the course of provision of a Service or the pricing (including any inaccuracy, error or misdescription contained in any travel or tour brochure); or (ii) the withdrawal or cancellation of any Service; or (iii) any variation in the time of arrival at or departure from any Station or point of any train, bus or other travel service; or (iv) the loss or theft of a Ticket, or if it a Ticket is honoured when presented by any person other than the person named on it; or (v) the act or omission of the party suffering loss or damage, or any third party, including other customers using the Services; or (vi) the occurrence of a Force Majeure Event _2 11

13 (b) NSW Trains and Sydney Trains will not be liable for: (i) any indirect, consequential, special or economic loss or damage; or (ii) loss of profits, revenue, goodwill, anticipated savings or opportunity, including for any claims for breach of contract, tort (including negligence), under statute or otherwise, to the extent that such losses are not reasonably foreseeable by NSW Trains and/or Sydney Trains and the customer at the time of purchase of the Ticket by the customer. (c) Nothing in this Handbook operates to limit or exclude liability that cannot by law be limited or excluded. NSW Trains and Sydney Trains liability for breach of any statutory guarantee or term implied by statute which cannot be excluded is (to the extent permitted by law) limited to: (i) in the case of goods: the replacement of the goods; or the supply of equivalent goods; or repair of the goods; or payment of the cost of replacing the goods or acquiring equivalent goods; or payment of the cost of having the goods repaired; and (ii) in the case of services: resupply of the services; or payment of the cost of resupplying the services. (d) These limitations are in addition to any other express limitations set out in this Handbook or at law. 5.4 Carriage of animals (a) Sydney Trains and NSW Trains are entitled to impose conditions for the carriage of animals on their trains (other than for assistance animals or assistance animals in training) pursuant to sections 41 and 53 of the Passenger Transport Regulation 2007 (NSW). (b) Sydney Trains and NSW Trains do not permit animals on Services except: (i) assistance animals, which include dogs trained to alleviate the effects of the Disability on public transport, accompanying a person with a Disability; (ii) assistance animals in training; (iii) therapy animals (only where the handler is in possession of a Assistance Animal permit issued by Transport for NSW); and (iv) police dogs when they are on duty. (c) An example of an assistance animal is a guide dog used by a visually impaired person. An assistance animal should have been suitably trained, including the use of public transport, and should carry a suitable medallion or other identification to identify it as a trained assistance animal. (d) Pets (sometimes described as companion animals) are not allowed on Services at any time _2 12

14 5.5 Times of Services (a) The times published in the official timetables are those at which it is intended, so far as circumstances permit, that the Services should arrive at, and depart from, the various Stations. However, Sydney Trains and NSW Trains do not guarantee the departure or arrival of Services at the times stated. (b) Sydney Trains and NSW Trains reserve the right to cancel, either wholly or in part, any of the Services shown in the official timetables and vary the Stations at which the Services will pick up or set down passengers and the times of arrival or departure, as shown in such timetables. 5.6 Before starting a Journey (a) Before starting their Journey, passengers must check the official timetables or ask the officer in charge of the Station whether they can reach their destination at the desired time. (b) At the time of purchasing a Ticket, customers are required to check that the correct Ticket has been issued. 5.7 Lost property Property left on Sydney Trains or NSW Trains premises (including Stations) will be dealt with in accordance with the Lost Property Office procedures available at or by calling Concession, discount and promotional Fares (a) NSW Trains and Sydney Trains may offer discount, seasonal and/or promotional Fares from time to time. Details of these Fares will be published on the NSW Trains website at and/or Sydney Trains website at (b) Concession Fares may be available for eligible beneficiaries. Details about the specific conditions which apply for free and concessional travel are available from the Transport for NSW website at Third party products (a) Sydney Trains and NSW Trains may issue Tickets for services not operated by, or that involve a component not operated by, Sydney Trains or NSW Trains. Sydney Trains and NSW Trains issue the same only as the agent for the operator of the service involved and Sydney Trains or NSW Trains liability does not extend beyond the portion of the Journey made on Services provided by Sydney Trains or NSW Trains. By using services provided by any operator(s) other than Sydney Trains or NSW Trains, a customer may be subject to third party terms and conditions _2 13

15 PART C NON-BOOKED SERVICES SPECIFIC CONDITIONS 6 CONDITIONS OF TRAVEL NON-BOOKED SERVICES The following conditions apply to Non-Booked Services. These conditions are in addition to, and must be read in conjunction with, the General Conditions of Travel in Part B. 6.1 One class of travel Holders of first or economy class Tickets for Booked Services who may travel on trains which commence and/or complete their Journey using Non-Booked Services are advised that only one class of travel exists on Non-Booked Services. The economy Fare will be charged for a Ticket covering travel between Stations on Non-Booked Services. 6.2 Payment of Fares (a) When purchasing Tickets the exact amount of the Fare must be tendered where practicable. (b) Sydney Trains and NSW Trains are under no obligation to accept coins in excess of the maximum allowed as shown in the table below: Coins Maximum amount accepted 5c, 10c, 20c and 50c coins Combined maximum of $5.00 $1 coins Maximum of $10.00 $2 coins Maximum of $20.00 The decision to accept coins in excess of that shown in the table above is at the absolute discretion of the person staffing the Ticket office. (c) Customers may be required to use Ticket Vending Machines to purchase Tickets. Sydney Trains and NSW Trains are under no obligation to accept a note with a value of more than $50.00 in a Ticket Vending Machine. (d) If Sydney Trains or NSW Trains provide change as part of a Ticket purchase, customers are required to check that the amount of change provided is correct at the time of purchase. 6.3 Suburban passengers not booked on Booked Services (a) Passengers with Tickets for Non-Booked Services travelling between Stations within the Non-Booked Services Area may travel using Booked Services at the discretion of Station staff. Such passengers may not, under any circumstances, travel by certain Services specified in the official timetables. (b) If a passenger wishes to travel in first class or beyond the Stations covered by their Ticket, they must pay the relevant Fare for the entire Journey. (c) Passengers travelling on Booked Services must abide by NSW Trains Booked Services conditions. (d) Sydney Trains and NSW Trains reserve the right to require passengers to take substitute Services, which may include travel by Booked Services and/or replacement road Services, where necessary or convenient for Sydney Trains or NSW Trains. (e) Passengers holding MyMulti or MyTrain Weekly Tickets can travel in economy class to Stations covered by their MyMulti or MyTrain Ticket, on Booked Services where the Service is timed to stop _2 14

16 (i) Reservations are compulsory and can only be made on the day before or the day of travel. (ii) Charges are as published from time to time in the NSW Government Gazette. (iii) All other MyZone Tickets are not valid for travel on Booked Services. 6.4 Tickets where the issuing Station is not the Origin Station (a) Customers are not entitled to purchase MyTrain Single or Return Tickets commencing at a Station other than the issuing Station, except where: (i) the customer is travelling on the authority of a GPT/ATTR and required to exchange this for the appropriate Ticket at the Destination Station; OR (ii) the customer was unable to purchase the required Ticket at the Origin Station and is purchasing a Ticket at the Destination Station, in accordance with Clause 6.5; OR (iii) the customer is purchasing an extension Ticket to be used in conjunction with an existing periodical Ticket, in accordance with Clause 6.6. (b) Customers are not entitled to purchase MyTrain periodical Tickets commencing at a Station other than the issuing Station, except where: (i) the fare between the Origin Station and Destination Station shown on the ticket is equal to or greater than the fare between the issuing Station and the Destination Station shown on the ticket, and is valid for travel on the same Line or Lines; OR (ii) the customer is travelling on the authority of a GPT/ATTR and required to exchange this for the appropriate Ticket at the Destination Station; OR (iii) the customer was unable to purchase the required Ticket at the Origin Station and is purchasing a Ticket at the Destination Station, in accordance with Clause 6.5; OR (iv) the customer is purchasing an extension Ticket to be used in conjunction with an existing periodical Ticket, in accordance with Clause Passengers travelling without Tickets (a) Passengers travelling without Tickets must pay the Fare from the starting Station of the Service, unless satisfactory evidence is provided as to the Station at which the passenger joined the Service, in which case the Fare from that Station must be paid. The Fare charged will be the Single or Return Fare (or excursion Fare if such Tickets are available by the Service on which the passenger travels) according to the passenger s requirements. (b) Clause 6.5 will apply to passengers who have failed to purchase or renew periodical Tickets at a time when a Ticket selling facility was not available or passengers were unable to produce a current MyTrain or MyMulti periodical Ticket (refer to 15.5). (c) Alternatively, a passenger, who has travelled from a Station at a time when a Ticket selling facility was not available, may be issued with a MyTrain or MyMulti periodical Ticket to cover his or her travel requirements, if such Ticket is requested _2 15

17 6.6 Passengers travelling beyond Destination shown on Ticket (a) A customer who travels to a Station beyond the Destination shown on the Ticket must pay the Fare for a separate Journey between the Destination shown on the Ticket and the Station to which travel is made. (b) Where the customer commences a trip from a staffed Station, an extension Ticket must be purchased before commencing travel. Where the customer commences a trip at an unstaffed station, the extension Ticket may be purchased at the Station to which travel is made. (c) Customers are only entitled to purchase an extension Ticket on presentation of a periodical Ticket which is valid for travel between the Station at which travel commences and the Origin Station shown on the extension Ticket. 6.7 Expired Tickets Expired Tickets are not valid for travel. 6.8 Holders of excursion Tickets travelling by Services on which such Tickets are not available If a holder of an excursion Ticket who travels for the whole or any portion of the FORWARD or RETURN Journey by a Service for which the Ticket is not available they will be charged the difference between the Fare paid and the ordinary Return Fare between the Stations indicated on the excursion Ticket. 7 REFUNDS MYZONE TICKETS 7.1 Tickets which may be refunded Customers holding MyZone Tickets other than MyBus Tickets or MyFerry Tickets may apply for a refund for all or part of the value of their ticket, as set out below. Information about refunds of MyBus Tickets or MyFerry Tickets is available on Transport Info ( NOTE: MyZone Tickets were introduced on 18 April 2010 for the greater metropolitan area, including Sydney, the Central Coast, Newcastle and the Lower Hunter, the Illawarra and the Blue Mountains. Refunds and or exchanges for tickets pre-dating this period were closed in July This includes 10 trip bus and ferry tickets, purchased before 18 April Making an application: General (a) Customers can request a refund in the following three ways: (i) manual application; (ii) online ticketing process; or (iii) Station Booking Office (Automated refund process). (b) Transport for NSW is not obliged to accept medical certificates for refund consideration, though usually they are accepted as a goodwill gesture. If any inconsistency is apparent e.g. back dating or alteration etc, Transport for NSW may decline to recognise a medical certificate for refund purposes. Medical certificates submitted for refunds on MyTrain or MyMulti weekly Tickets must cover at least five days _2 16

18 (c) The decision to accept medical certificates is at the sole discretion of the designated manager. (d) Any cancellation fee or other fees payable may be deducted from any refund to which a customer is entitled before the refund is paid. 7.3 Manual application (a) Manual refunds are those submitted at Stations using paper application forms. (b) Customers are required to complete written application forms if they wish to apply for refunds on Single, Return, Weekly or fortnightly Tickets. These forms are to be handed in to staff at Stations. Customers should submit refund applications as soon as possible. The decision whether to refund a Fare is at the absolute discretion of the designated manager. (c) For the purpose of the following subclauses refund value means the gross refund due, ie: the refund due before the deduction of the applicable refund fee; and net refund value means the refund due after the deduction of the applicable refund fee. (d) A refund fee will be deducted from the refund value. Refund fees will be published from time to time in the NSW Government Gazette. (e) MyTrain and MyMulti weekly Tickets: refunds are not available if the Ticket has been used for more than three days of the total Ticket validity period. (f) MyTrain Fortnightly Tickets: refunds are not available if the Ticket has been used for more than 10 days in a 14-day period. (g) Sydney Trains and NSW Trains are not obliged to refund any amount less than the dollar value of half the applicable Ticket. In such cases one free Complimentary Voucher may be issued in place of the refund value. (h) All manual refunds must be electronically transferred into an Australian bank account. (i) A customer entitled to pay a Concession Fare who purchases a Ticket at a higher Fare (for example an Adult Fare) will not be refunded the difference in Fares. (j) There are NO refunds on Non-Booked Services Single/Return Tickets unless lodged at the issuing Station (booking office) within 30 minutes of purchase. (k) Unless approved by Transport for NSW in special cases, refunds are not available on Day Tickets. (l) Customers (including family groups) must check their Tickets and change at the time of purchase. Retrospective adjustment(s) cannot generally be made, except that consideration may be allowed if Tickets are returned to the issuing Station (booking office) within 30 minutes. (m) If a customer has two MyTrain or My Multi (7 or 14 day) Tickets, no allowance will be made regarding overlapping availability. (n) Tickets that are mutilated beyond recognition cannot be refunded. (o) Refunds are not available on MyTrain or MyMulti Tickets purchased for use when another Ticket is lost, stolen or mislaid. 7.4 Online ticketing refunds (a) Customers can apply online for refunds on registered 90 and 365 day MyTrain and MyMulti Tickets via the Sydney Trains website at _2 17

19 (b) Refunds processed online will be paid directly into customers nominated Australian bank accounts after applications have been investigated and approved. Payment cannot be made by cheque. (c) Tickets that are mutilated beyond recognition cannot be refunded. (d) Refunds are not available on MyTrain or MyMulti (90, 365 day) Tickets purchased for use when another Ticket is lost, stolen or mislaid. (e) As longer-term periodical Tickets can also be used outside times of work or court business, refunds will not be allowed for rostered days off, jury service etc. (f) A customer who does not intend to use a periodical Ticket for a lengthy period of time (due to pending hospitalisation, holidays etc) should immediately seek a refund of the unused portion of the Ticket on learning that they will not be able to use the periodical Ticket. The Ticket must be returned at the time of requesting the refund. (g) Tickets must be registered to allow online refunds. 7.5 Station Booking Office (Automated Refund Process) (a) Customers can apply for a refund on 7 and 14 day MyTrain and MyMulti Tickets through the Station Booking Office Automated Refund Process facility. (b) This facility is available for Sydney Trains and NSW Trains issued Tickets only. (c) The Ticket refund is calculated from the day the Ticket is surrendered to Station staff. (d) The calculated refund value, if accepted, will be refunded on site. (e) Tickets that have expired will need to compile a manual refund form with supporting documentation. (f) Calculation of Station Booking Office (Automated Refund Process) refund. The refund calculation is as follows: (i) (Total Fare) less (used value) less (administration fee) = (Total refund value), where (Total Fare) = Original Ticket value; (Used value) = Days remaining % x Total Fare; and (Administration fee) = nominated fee. (ii) Partial day is deemed as full day (used value) (iii) Total refund value is the amount to be refunded. (iv) For days remaining % refer to tables below. 7 Day Tickets (Days remaining %) Days Remaining % Fare Deducted 8 0% 7 0% 6 25% 5 50% 4 75% 3 100% 2 100% 1 100% _2 18

20 14 Day Tickets (Days remaining %) Days Remaining % Fare Deducted 15 0% 14 0% % 12 25% % 10 50% 9 50% 8 50% 7 50% % 5 75% % 3 100% 2 100% 1 100% 7.6 Tickets lost, stolen or mislaid (a) Sydney Trains, NSW Trains and Transport for NSW are not obliged to refund or replace lost, stolen or mislaid Tickets or passes. This includes photocopied Ticket(s). (b) Refunds on periodical Tickets issued in substitution for lost, stolen or mislaid Tickets will be paid on the substitute (ie: NOT the original) Ticket s value. (c) The decision whether to refund or replace a lost, stolen or mislaid Ticket is at the sole discretion of the designated manager _2 19

21 7.7 MyTrain and MyMulti Ticket refunds (a) Subject to the deduction of the refund fee, a refund may be allowed on a periodical Ticket surrendered during its currency and refund will be based on the value of the Ticket less the value of travel made when the Ticket was in use. Value of travel is to be calculated as follows: Type of Ticket MyTrain concession weekly (rail only) MyTrain concession Fortnightly (rail only) MyMulti weekly MyMulti 90 days and 365 days MyTrain 90 days and 365 days Ticket issued in substitution for lost, stolen or mislaid periodical Ticket in accordance with clause 7.8. Value of travel made Twenty-five per cent of the MyTrain concession Weekly Fare for each day (or part of a day) after the date of issue or purchase of the Ticket (whichever is earlier). Twenty-five per cent of the MyTrain Weekly Fare for each day (or part of a day) after the date of issue or purchase of the Ticket (whichever is earlier). Twenty-five per cent of the MyMulti weekly Fare for each day (or part of a day) after the date of issue or purchase of the Ticket (whichever is earlier). Twenty-five per cent of the MyMulti weekly Fare for each day (or part of a day) plus the applicable MyMulti weekly or 90 day Fares as the case may be, for the period after the date of issue or purchase of the Ticket (whichever is earlier). Twenty-five per cent of the MyTrain weekly Fare for each day (or part of a day) plus the applicable MyTrain weekly or 90 day Fares as the case may be, for the period after the date of issue or purchase of the Ticket (whichever is earlier). A refund is only payable on the SUBSTITUTE (ie: NOT the original) Ticket s value. See clause 7.6. (b) For periodical MyTrain and MyMulti Tickets (90 and 365 days) the used Ticket value may exceed the Ticket purchase price. Refunds will not be paid on Tickets where this is the case. 7.8 Lost, stolen or mislaid periodical Tickets and passes (a) Except where otherwise provided, when a periodical Ticket (other than a Ticket of less than 28 days duration) is lost, stolen or mislaid a substitute Ticket may be applied for if the Ticket was registered. (b) Periodical Tickets that have not been registered are not covered by this clause. (c) If the Ticket is unregistered and the customer is able to provide the original receipt, the decision to replace the lost Ticket is at the absolute discretion of the designated manager. (d) For information on the fees for replacement Tickets or passes, refer to _2 20

22 (e) For terms and fees relating to lost, stolen or mislaid concession passes, refer to Children and families (a) Infants are not permitted to travel by any Non-Booked Services unless accompanied by a parent or Adult responsible for the care of the Infant. No Fare will be charged for such an Infant. (b) The applicable Child Fare will be charged for each Child travelling on any Non- Booked Service. (c) Any person aged 16 years of age or over will be charged Adult Fare, except: (i) where they are entitled to free or concessional travel; or (ii) if they turn 16 during the Ticket s availability, in which case they will be permitted to travel on that Ticket until its expiry without additional payment. (d) Sydney Trains and NSW Trains reserve the right to decline to allow a Child to travel on any Service if, in the opinion of an Authorised Officer, such Child should be accompanied by an Adult. 8 BICYCLES (a) All bicycles must be accompanied by a Fare paying passenger. (b) Sydney Trains and NSW Trains do not guarantee that space will be available for bicycles on Non-Booked Services. (c) The rate for bicycles (including a bike frame with wheels detached) carried separately on Non-Booked Services will be: Time and day of conveyance Standard bicycles Between 6.00am and 9.00am weekdays. Or Between 3.30pm and 7.30pm weekdays. Wholly between 9.00am and 3.30pm weekdays or authorised off-peak Services prior to 9.00am as published from time to time. Journeys completed before 6.00am weekdays and Journeys started after 7.30pm weekdays. Anytime on Saturdays, Sundays and public holidays. Folding bicycles (see below for requirements) at any time of day Fare The applicable Child Fare (ie: Child Single Fare, child Return Fare, Child off-peak Fare, etc, as the case may be) Free Free Free Free (d) MyTrain Single, Return, off-peak Return and periodical or MyMulti weekly and DayPass Tickets may be issued for accompanied bicycles. (e) The passenger must be in possession of a separate rail Ticket to cover his/her travel. (f) Guidelines for travelling with folding bicycles: _2 21

23 (i) The bicycle must be folded and placed in a bag before boarding any Non-Booked Service. (ii) The size of the folding bicycle (in its bag) must not exceed the following dimensions 79x59x36cm (length x height x width). (iii) The folding bicycle must not obstruct passageways or doorways and not inconvenience other passengers. (iv) Free travel for folding bikes does not apply to Non-Booked Services that are bus Services, including trackwork buses, NightRide and regular bus/coach Services in outlying parts of the network. These include between Wollongong and Bundanoon, Fassifern and Toronto, Lithgow and Bathurst and the Picton Loop. (g) A bicycle conveyed in accordance with this clause 8 will be carried at the owner s risk and, to the extent permitted by law and subject to the limitations of liability in clause 5.3, Sydney Trains or NSW Trains liability will be limited to the extent that the loss suffered by the customer was caused by or contributed to an act or omission of the customer. 9 RESERVATIONS 9.1 Group reservations Groups of 20 or more passengers may reserve seats on Non-Booked Services subject to the following conditions: (a) Sydney Trains and NSW Trains reserve the right to limit the total number of passengers for any group booking or to decline additional groups on any one Service; (b) all group bookings for travel on Non-Booked Services must be paid for in full at least three days in advance of the date of travel, unless otherwise agreed; and (c) group bookings will NOT be accepted for travel in peak periods, unless specifically authorised by Sydney Trains or NSW Trains. 9.2 Reserved carriages Subject to approval by Sydney Trains or NSW Trains, a carriage may be reserved for exclusive use by an organised group according to the following conditions: (a) where the number of passengers is less than the capacity of the reserved carriage, the number of additional passengers required to reach capacity will be charged at Single Adult Fares for the Journey undertaken; (b) the minimum charge for reserving a whole carriage will be the applicable total Fare for half the route distance travelled by the group (or any part of the group); and (c) if additional carriages are attached to a train to meet the needs of a group, normal passenger Fares will not apply and the price of the carriage will be determined by Sydney Trains or NSW Trains in their absolute discretion. 9.3 Cancellation of reservations (a) If a reservation is cancelled, the cancellation is subject to Sydney Trains or NSW Trains recovering any costs already incurred in arranging the reservation _2 22