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MAYOR OF LONDON
Transport for London

A DRIVER’S GUIDE TO TICKETING
A
D
RIVER
’
S

GUIDE

T
O

TICKETING
£10

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A DRIVER’S GUIDE TO TICKETING / Introduction
INTRODUCTION
This guide gives you some basic information
you will need to do your job. Other ticketing
information you may see includes:

• Driver’s Reference Guide
A laminated folding card explaining how
the driver’s ticket machine (ETM) works

• A complete staff guide to ticketing on
London’s buses
An electronic document available to
your garage manager for reference, with
information for staff about the full range
of bus tickets and passes

• Passes and tickets accepted on the London
bus network
A poster showing the full range of bus tickets
and passes
• Your guide to fares and tickets
A leaflet for passengers with full details of
all fares and Oyster capping rates across the
Tube and DLR as well as buses
All information correct as at 30 September 2008.

a DrIvEr’s GuIDE To TICkETING / Introduction
85
oysTEr CarDs

Do not press the [pink] ‘Pass’ button for a valid oyster card – the card
reader records it for you.
Oyster fares you’ll see on the card reader:
  adult

90p
£1 from
  (including students over 18)
2 Jan 2009
  New Deal (any age) and
45p
50p from
  Bus & Tram Discount Card
2 Jan 2009

Londoners in full   frEE
  16 - 17
time education

other 16 & 17s
45p
50p from
2 Jan 2009
  11 - 15*
frEE
* under-11s don’t need a photocard to travel free but children who look 11
or over must touch their photocard on the reader.
Hints and Tips:

• Oyster card holders must touch their Oyster
card flat on the yellow card reader. They only
need to do this once when they board

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a DrIvEr’s GuIDE To TICkETING / oyster Cards
a DrIvEr’s GuIDE To TICkETING / oyster Cards
87
oysTEr CarDs
Oyster card validity:
Other reasons
The driver and passenger displays will show what

valid:
is wrong. To find out more, press the ‘more’ button

• Green light on the reader and one short
on your ticket machine. you can press the ‘Print’
beep (or eight quick beeps for oyster
button to print out this information and give it to
photocards used by under-16s)
the passenger to help them sort out the problem.
If the passenger still wants to travel they will have
to pay a cash fare.
The reader will show details of the card on both the
driver and passenger displays.
11-18 year olds
11-18 year olds need an oyster photocard to get free

Not valid
travel and must touch it on the card reader when they
board a bus.

• Red light on the reader and two low beeps
under-11s who look older should use one too.
Card communication failure
Hints and Tips:
If the card is not touched flat on the yellow target

• An Oyster photocard application form by
of the card reader, the ticket machine may reject it
itself or a receipt is not a valid ticket
and display ‘Card Communication failure’. ask the

• If the card is not valid (red light, reader beeps
passenger to try again. If the card keeps being
twice) the holder should pay the full adult
rejected, see below.
cash fare

• Oyster photocards that show ‘N’ on the front,
for example 11-15N, do not allow free travel –
holders pay half-rate oyster fares

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a DrIvEr’s GuIDE To TICkETING / oyster Cards
a DrIvEr’s GuIDE To TICkETING / oyster Cards
89
oysTEr CarDs
Freedom passes
freedom passes are oyster-style cards that allow

• Disabled persons’ freedom passes are
Londoners who are aged 60 or over, and many
valid anytime
disabled people of all ages, to travel free.

• Blind people without guide dogs usually use
Hints and Tips:
freedom passes. They may need help in using
the card reader. Do not insist they use the

• If a freedom pass shows as ‘not valid’ on
card reader if it is causing them a problem.
the card reader, ask to see the passenger’s
a blind person with a guide dog does not
card. Check it’s their photograph on the
need to show any pass in order to travel
photocard and check the date on the freedom
pass. If all looks ok, and the name on the
photocard is the same as the name on the
pass, allow the passenger to travel – press the
‘Pass’ button once – and advise them to get a
replacement pass

• Elderly persons’ freedom passes are valid
from 09:00 mondays-fridays and at all times
on weekends and public holidays. from
04:30-09:00 the card reader will reject the
pass, but you should be flexible and allow
the passenger to travel free up to five minutes
after 04:30 or before 09:00. NB: this will
change  to all day validity (same as the disabled
pass) from 2 January 2009. Watch for further
information in your garage

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a DrIvEr’s GuIDE To TICkETING / Tickets, passes shown to the driver
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TICkETs aND PassEs ThaT
PassENGErs shoW ThE DrIvEr

Press the [pink] ‘Pass’ button once to record each passenger.
Tickets from Roadside Ticket Machines (RTMs)
Bus Passes and Travelcards
The TfL roundel
“Bus Pass” or “Travelcard”
rTms issue single Journey tickets and one Day
Expiry date
Bus Passes.
Hints and Tips:
Hints and Tips
There are a number of tickets and passes that

• Check for a valid time and date on
passengers can use across the London bus network.
single tickets
you should look for at least one of the following:

• Check for a valid date on One Day

• The words “Bus Pass” or “Travelcard”
Bus Passes

• The TfL roundel (logo)

• Passengers must keep their ticket in case a

• Also check the expiry date. Tickets can be
revenue Protection Inspector (rPI) wants
used up to 04:30 the next morning. for
to see it
example, if it says “15 Jun”, you can accept
it until 04:30 on 16 June
Note: Not all under-16s use an oyster photocard. some may show a Day or
3 Day Travelcard instead.

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TICkETs aND PassEs ThaT
PassENGErs shoW ThE DrIvEr
Saver tickets
School Party Tickets
Hints and Tips:
These are valid after 09:30 and before 16:30 on school

• Keep the hexagonal part that says “Staff
days only. one ticket allows travel for a group of up to
receipt only” until the end of the trip. The
10 school children aged 18 or under, with a maximum
exception to this is when an rPI boards the
of two adults.
bus, when you must give the staff receipts
Hints and Tips
to him/her

• If there are disruptions on the network, the

• If there is a crew change during a trip, or
return journey can start after 16:30
passengers have to be transferred to another

• Each group will only have one ticket, which
bus, give the staff receipts to the new driver
they keep, but the ‘Pass’ button should be

• At the end of the trip, tear the staff receipts in
pressed for every member of the group
half completely and dispose of them in a bin
Do not discard them inside the bus or on
the ground.

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a DrIvEr’s GuIDE To TICkETING / Tickets, passes shown to the driver
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TICkETs aND PassEs ThaT
PassENGErs shoW ThE DrIvEr
Temporary Authority to Travel (TATTs)
Bearer passes
rPIs sometimes issue these to passengers after
withdrawing a ticket or pass. The rPI will validate it
by crossing out the sections that don’t apply to the
passenger, and will write on an expiry date.
Puppy Walkers
Bearer passes must be shown with a valid
identity card.
Hints and Tips

• Check expiry date
‘Puppy Walkers’ train Guide Dogs for the Blind.

• Check that the ID card has the same name
They will not be blind themselves but are allowed
as the pass
to travel free with their puppy as long as they show

• Watch out for similar passes saying
you their pass. Passes will say ‘puppy walker’,
“Contractor” instead of “Bearer” – only the
‘staff’ or ‘boarder’.
“Bearer” passes are valid on buses

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TICkETs aND PassEs ThaT
PassENGErs shoW ThE DrIvEr
Parking/Council Attendant Staff Pass
Police Community Support Officers and
Metropolitan Police Traffic Wardens
free travel with this pass only when the holder is in
full uniform.
Police officers
free travel at all times (the Police staff card on the left
can be used by itself if the holder is in full uniform)
free travel at all times for the following police
Please note:
forces only:
PCsos have no powers of arrest. When off duty, they
British Transport, City of London, Essex,
only have the same powers as an ordinary passenger.
hertfordshire, kent, metropolitan, surrey and
Thames valley.

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TICkETs aND PassEs ThaT
PassENGErs shoW ThE DrIvEr
English National Concessionary Pass scheme
on TfL bus services, the National pass is valid at the
same times as the London freedom pass:
Elderly pass - 09:00-04:30 mondays to fridays,
anytime saturdays, sundays and public holidays
(see note on page 88); Disabled pass – any time.

Drivers should press the [green] ‘other Passes’ button once to record
each passenger with this kind of travel pass.

some TfL bus routes that operate beyond Greater London may offer
Elderly and disabled people across England can travel
additional availability and free travel for companions. Drivers on those
free anywhere on London’s bus network with the
routes should check fare charts for further information.
English National Concessionary Pass. These passes
are not valid for free travel on trams, Tube, DLr,
London overground and National rail services.
Each pass includes:

• A red ‘Tudor’ rose logo

• A red ribbon St George’s cross

• A hologram
Elderly and disabled passes are issued as smartcards
but these do not work on London bus readers so
holders must show their pass.

100 a DrIvEr’s GuIDE To TICkETING / Tickets not normally accepted on buses
a DrIvEr’s GuIDE To TICkETING / Tickets not normally accepted on buses 101
TICkETs NoT NormaLLy
aCCEPTED oN BusEs:
Tube, Docklands Light railway (DLr) and rail-only
What to do with a resolution number:
tickets either printed or handwritten, are not

•

Select ‘End Journey’ and sign on to the
normally accepted on the London bus network.
ticket machine again
you might have to accept these tickets when there
is disruption on the Tube, rail or DLr. If this is the

•

As you sign on, ‘LUL Resolution?’ will
case, you will be told by CentreComm over your
come up on the screen. Press the ‘up’
radio, and given a ‘resolution number’. If there is a
arrow to select ‘y’
planned rail closure, a fares Notice will be posted at

•

Type in the number you have been given
your garage to say where tickets should be accepted.
when the screen says ‘LuL No’

•

Until the disruption is over, answer ‘Y’ to
‘LuL resolution?’ as you sign on to the
ticket machine every trip

102 a DrIvEr’s GuIDE To TICkETING / Passengers who don’t need a ticket
a DrIvEr’s GuIDE To TICkETING / Passengers who buy a ticket on the bus 103
PassENGErs Who DoN’T NEED
PassENGErs Who Buy a
To shoW a TICkET
TICkET oN ThE Bus

Do not press the [pink] ‘Pass’ button if you sell a passenger a ticket
Children under 11
on the bus.

Press the [pink] ‘Pass’ button once to record each passenger.
Cash fares:
Children don’t need to show a ticket or photocard if
they look under 11.

for anyone paying cash, the fare is £2.
Blind people with guide dogs
Don’t issue a cash fare inside the Pay Before you

Press the [pink] ‘Pass’ button once to record each passenger.
Board (PByB) area. Passengers can buy tickets from
Blind people with guide dogs don’t need to show
a roadside Ticket machine (rTm). They can see
a ticket or photocard. Blind people without dogs
they are in a PByB area from the yellow panel on
also travel free, but usually have a oyster-style
bus stops.
freedom pass.
Wheelchair users

Press the [blue] ‘Wheelchair’ button once to record each passenger in
a wheelchair.
Wheelchair users don’t need to show a ticket or
photocard. however, companions to wheelchair
users don’t automatically travel free – they must
have a valid ticket or pass.

104 a DrIvEr’s GuIDE To TICkETING / unpaid fares
a DrIvEr’s GuIDE To TICkETING / unpaid fares 105
uNPaID farE NoTICEs, Pass
WIThDraWaL ENvELoPEs aND
youTh DaTa forms
You can issue an Unpaid Fares Notice (UFN):

• Tear off the bottom part of the UFN and

• When a passenger can’t buy a ticket and they
give it to the passenger. They must send
are potentially vulnerable or in distress
their unpaid fare to the address shown

• When a faulty RTM has taken a passenger’s
within five days
money without issuing a ticket

• Hand in the top part of the UFN at your

• Outside the Pay Before You Board area,
garage at the end of that day’s duty
when a passenger wants to pay but you
Pass Withdrawal Envelope (PWE)
haven’t got enough change
When you need to withdraw a damaged or invalid
further information is printed on the inside front and
ticket or oyster card/photocard:
back covers of the yellow ufN pad.

• Always fill in the date and time, the bus
How to use UFNs:
route number, and the fare due. on the front
of the PWE please also fill in the reason for

• Always fill in the bus route number on the
withdrawal. This information helps us to
driver section, and the date and time on both
track the withdrawal
staff and passenger sections. This information
helps us to identify routes and times that rPIs

• Tear off the PWE and seal the top part.
should be targeting
hand this in to your garage at the end of
that day’s duty

• If you feel comfortable doing so, ask the
passenger for their name, house/flat number

• Tear off Customer’s Copy and give it to the
and postcode on the form; or ask the
passenger. They must send any fare due to
passenger to fill in these details. If the
the address shown within five days
situation is already becoming difficult, you
do not have to ask for this information

106 a DrIvEr’s GuIDE To TICkETING / unpaid fares
a DrIvEr’s GuIDE To TICkETING / unpaid fares 107
uNPaID farE NoTICEs, Pass
WIThDraWaL ENvELoPEs aND
usE of farEsTaGEs
youTh DaTa forms
You can fill in a Youth Data Form (YDF):
Set the correct destination stage at the start of

• When a large group of youths board your
each trip.
bus and do not touch in, or pay a fare, and
you do not have to update farestages during a
it is not possible to issue them with standard
trip unless your company has asked you to, and
ufNs, you can use the blue yDfs to record
as follows:
what happened

• If you are turned short of your original
further information is printed on the back of
destination
each yDf.

• At Pay Before You Board area boundaries
How to use YDFs:

• On routes outside Greater London, where

• Always fill in the bus route number and the
County or District Council passes or special
date and time. This information helps us to
fares apply
identify routes and times that rPIs should
always select the final farestage before you
be targeting
“End Journey”.

• Hand in any filled in YDFs at your garage at the
Paper fare charts provided for each route show
end of that day’s duty
the stage numbers to be used on ticket machines,
If an rPI gets on your bus, tell them if you have issued
including those to be used when a trip is turned
any unpaid fares Notices, customer copies of Pass
short of its original destination.
Withdrawal Envelopes or filled in any youth Data
forms on that trip.

108 a DrIvEr’s GuIDE To TICkETING / use of farestages
aCCEPTaBLE CoINs aND NoTEs
scottish and Northern Irish Bank notes must
be accepted.
Isle of man, Channel Islands and Gibraltar notes
must be accepted but coins from these places are
not accepted.
foreign money – including the Euro – must not
be accepted.
Accepting change:
When passengers try to pay with large amounts of
small change, drivers must accept coins up to the
following amounts:

• Bronze coins (1p and 2p) to the value of 20p

• Silver 5p and 10p to the value of £5

• Silver 20p and 50p to the value of £10

• £1 and £2 coins – NO LIMIT

• £5 ‘commemorative’ coins – NO LIMIT
above these limits, it is up to you whether you
accept more small change as payment of a fare.
however, you should not exceed these legal limits
when giving change.