Penalty fares schemes

Steve Elibank made this Freedom of Information request to Passengers' Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Passengers’ Council,

I understand that, under the Penalty Fares Rules 2002, train operators are required to send you a copy of their penalty fares schemes.

Please provide me with an electronic copy of the penalty fares schemes for (a) Chiltern Railways, (b) Virgin, (c) South West Trains and (d) Southern Railway.

Yours faithfully,
Steve Elibank

Advice, Passengers' Council

We are pleased to acknowledge your email and will contact you within 10
days. 

 

Thank you for getting in touch with Passenger Focus.

 

The Passenger Team
Passenger Focus
The independent passenger watchdog
t 0300 123 2350
f 0161 236 1574
e [1][email address]

w [2]www.passengerfocus.org.uk
Passenger Focus, Freepost RRRE-ETTC-LEET, PO Box 4257, M60 3AR 

Follow us on Twitter [3]@passengerfocus

Our passenger contact centre is open 8am - 8pm Monday to Friday and 8am -
4pm at weekends

 

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Advice, Passengers' Council

Dear Mr Elibank,

 

Thank you for your email dated 15^th February 2012.

 

Passenger Focus is the statutory watchdog protecting and promoting
passengers' interests.  I should explain that our role includes dealing
with customer complaints that the rail industry has not been able to
resolve satisfactorily.

 

Therefore, the details you require can be found on the National Rail
website – [1]www.nationalrail.co.uk – or by phoning National Rail on 08457
48 49 50.

 

 

Thank you for contacting Passenger Focus.

 

 

Miriam Pye

Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

t 0300 123 2350
f 0161 236 1574
e [2][email address]

w [3]www.passengerfocus.org.uk

Follow us on Twitter [4]@passengerfocus
7^th Floor, Piccadilly Gate, Store Street, Manchester, M1 2WD 

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

 

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Dear Ms Pye,

My request was submitted under the Freedom of Information Act 2000 (which applies to Passenger Focus) for information which you hold. You are legally obliged to provide this to me within 20 working days of the request, or to provide a refusal notice citing the section of the Act under which you refuse to provide the information.

I look forward to hearing from you within 20 working days.

Yours sincerely,
Steve Elibank

Advice, Passengers' Council

We are pleased to acknowledge your email and will contact you within 10
days. 

 

Thank you for getting in touch with Passenger Focus.

 

The Passenger Team
Passenger Focus
The independent passenger watchdog
t 0300 123 2350
f 0161 236 1574
e [1][email address]

w [2]www.passengerfocus.org.uk
Passenger Focus, Freepost RRRE-ETTC-LEET, PO Box 4257, M60 3AR 

Follow us on Twitter [3]@passengerfocus

Our passenger contact centre is open 8am - 8pm Monday to Friday and 8am -
4pm at weekends

 

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Sorrelle Wagster, Passengers' Council

Dear Mr Elibank

 

Freedom of Information Act 2000 - information request

 

Thank you for your request for information. You may not have specified or
referred to the above Act in your request, but we are treating your
request within its provisions.

 

The date we received your 16 February 2012  
request was:
The target date for responding 15 March 2012  
to you is:
The unique reference number    
allocated to your request is:
PF0-51670-4G8Y

 
The person who has been asked to    
deal with your request is:
Sorrelle Wagster

 
His or her job title is: Senior Passenger Team Advisor   
His or her email address is: [email address]  

 

Please see the explanatory notes below. These are designed to explain how
we will deal with your request and answer any immediate questions.

 

Thank you for contacting Passenger Focus.

 

Kind regards

 

Sorrelle Wagster
Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
t 0300 123 2175
f 0161 236 1574

e [email address]

w www.passengerfocus.org.uk

Follow us on Twitter [1]@passengerfocus

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

 

Freedom of Information Act 2000 – explanatory note

 

Dealing with your request

 

In normal circumstances we should be able to (a) confirm or deny that we
hold this information and (b) if we hold it, send it to you within the
statutory timescale of 20 working days. You should note however that the
Act defines a number of exemptions which may prevent us complying with
either of these duties. We will explain if this is the case, and if we
apply the ‘public interest test’ to our decision.

If the information is readily available by other means, such as on our
website, we will point you in this direction and would not generally
expect to reproduce it specifically, and we will tell you this as soon as
we can.

 

Charges and fees

 

Generally we do not charge for requests of this type. In exceptional
circumstances, where the costs of complying with your request exceed the
appropriate limit set by law – currently £450 for Passenger Focus – a fee
may be a fee payable for the information you have requested. In this case
we would issue a fees notice and the fee must be paid before the
information is processed and released. The 20 working day time limit for
responses is suspended until receipt of the payment, and you have three
months in which to send the fee. If you do not provide payment within
three months you request will lapse.

 

If you have any queries or concerns about our process, please contact in
the first instance:

 

Senior Information Risk Owner

Passenger Focus

One Drummond Gate

Pimlico

London SW1V 2QY

[2][email address]

 

Further information about the Freedom of Information Act is available from
the Information Commissioner at:

 

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF.

Telephone: 0303 123 1113

[3]www.ico.gov.uk

 

 

  

 

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Sorrelle Wagster, Passengers' Council

3 Attachments

Dear Mr Elibank

 

Freedom of information Act 2000 - information request

 

Your request for information has now been considered and the information
requested is attached.

 

Please note that Virgin Trains do not operate a Penalty Fares scheme.

 

Please also note that the information was too large to send in one email
so will be sent under cover of two separate emails. This email contains
three attachments (Chiltern Railways Penalty Fares Scheme, South West
Trains Penalty Fares Scheme and Freedom of Information Act Complaint
leaflet).

 

If you have any queries, please contact me.

 

In the event that you are not satisfied with this response, please refer
to the attached ‘could we have done better?’ leaflet.

 

Kind regards

 

 

 

Sorrelle Wagster
Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
t 0300 123 2175
f 0161 236 1574

e [email address]

w www.passengerfocus.org.uk

Follow us on Twitter [1]@passengerfocus

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

  

 

 

 

show quoted sections

Sorrelle Wagster, Passengers' Council

1 Attachment

Dear Mr Elibank

 

Freedom of information Act 2000 - information request

 

Your request for information has now been considered and the information
requested is attached.

 

Please also note that the information was too large to send in one email
so will be sent under cover of two separate emails. This email contains
one attachment (Southern Railways Penalty Fare Scheme leaflet).

 

If you have any queries, please contact me.

 

In the event that you are not satisfied with this response, please refer
to the attached ‘could we have done better?’ leaflet.

 

Kind regards

 

 

 

Sorrelle Wagster
Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
t 0300 123 2175
f 0161 236 1574

e [email address]

w www.passengerfocus.org.uk

Follow us on Twitter [1]@passengerfocus

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

  

 

 

 

show quoted sections

Passenger Focus,

Passenger Focus [1]Passenger Focus logo
Annual Report and Accounts 2011-12

Dear Steve, [3]Cover of annual report

Passenger Focus is the official, independent
consumer organisation representing the
interests of rail users nationally and bus,
coach and tram users across England outside
London.

Read how we’ve made a difference for
passengers in 2011-2012.

[2]Download our Annual Report and Accounts
2011-12

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Passenger Focus,

Passengers' experiences during engineering [1]Passenger Focus logo
works

 

Dear Steve, [3][IMG]

Passengers recognise the need for engineering works on the
railways. However, many have negative perceptions and
experiences of the way that planned engineering works are
handled by the rail industry.

We have carried out new research into passengers' views and
experiences of using the railway when engineering works are
disrupting the timetable. We will be working with the
industry to ensure these findings are understood and acted on.

Key findings from the report include:

* 85 per cent of passengers want a discount if they have to
use a replacement bus
* 55 per cent of passengers would not travel by train at all
if part of the journey was by bus
* online retailers should improve websites so disruption is
obvious to passengers
* train operators need to improve transfers between train
and bus.

The full report looks at this in more detail and provides some
key recommendations to the industry on how to manage planned
engineering works.

                     [2]Click here to read the full report

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Passenger Focus,

Passenger Voice - Autumn 2012 [1]Passenger Focus logo

Dear Steve, [3][IMG]
Passenger Voice is your handy update on the latest passenger
news.

Our latest issue of Passenger Voice is now available to read
online. Articles in this issue include:

* Update on rail franchises
* Fares and ticketing
* Go Ahead bus passenger satisfaction
* Short and Tweet: how rail passengers want to use social
media

[2]Click here to download the newsletter

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Passenger Focus,

Passenger Voice - Winter 2012 [1]Passenger Focus logo

Dear Steve, [4]Class 333 train in snow
Our latest issue of Passenger Voice is now
available to read online. Articles in this
issue include:

* 55,000 rail and bus passengers have
their say
* Bus cuts toolkit - ensuring passenger
consultation
* Putting passengers at the heart of rail
services
* Better bus access
* Passenger views on the Northern and
TransPennine rail franchises
* Go-Ahead and Passenger Focus launch new
research on the future of transport

[2]Read the newsletter

[3]Download the newsletter

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Passenger Focus,

National Passenger Survey - rising [1]Passenger Focus logo
satisfaction levels

 

Dear Steve, [4][IMG]

We have now published the results of our autumn 2012 National
Passenger Survey, which offers a network-wide picture of
satisfaction with rail travel. More than 30,000 passengers
took part in this wave of the survey, which is carried out
twice a year from a representative sample of journeys.

Passenger Focus chief executive, Anthony Smith, said:

“The passenger voice helps to drive change on the railways. It
is clear that major improvements are linked to where
passengers have spoken, and industry has acted. It is critical
that industry and government continue listening to what
passengers are saying, and basing investment and operational
decisions around this."

Key findings include:

* 85 per cent overall satisfaction with train services
* satisfaction with value for money rises to 47 per cent
* individual operator value for money satisfaction varies
between 29 and 75 per cent
* punctuality remains the key driver of rail passenger
satisfaction.

[2]Find out more

[3]Read the full report (pdf)

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