Tap On, Tap Off and Fare Capping

Tap on, Tap off in North Wales

1bws Fare Capping

 

Tap on, Tap off in North Wales

What is Tap on, Tap off?

Tap on, Tap off (TOTO) is a simple method that customers can use to purchase an Adult ticket.

• Simply tap your contactless debit card or device on the ticket machine reader when boarding the bus
• Then tap the same card or device on the Tap off Reader as you get off the bus
• The single fare between the two points is calculated
• If you make multiple trips and the fare reaches the price cap, which is currently the price of a 1bws Day ticket, you will get charged a maximum of £7.00 no matter how much your total fares are. If you’re making multiple journeys over consecutive days, the system will work out if you’re better off paying for multiple 1bws Day tickets or a 1bws Weekly ticket
• Return fares - In addition to Single fares, we are rolling out 'Tap on, Tap off Return Fares' on an operator-by-operator basis (starting in Gwynedd). This will go even further to ensure that customers always receive the best possible fares on qualifying journeys, by analysing travel patterns and applying a cheaper 'return fare' rather than two potentially more expensive singles.

 

What are the benefits of Tap on, Tap off?

• It’s great if you don’t know your travel plans in advance
• It offers you the flexibility to change your plans without worrying about changing your bus ticket, as you’ll only pay for the journeys made
• You could save money by having fares capped, and will never pay more than the cost of a 1bws Adult Day or Weekly ticket * 
• It helps you to pay the correct fare even when you are unfamiliar with a route
• Speeds up boarding time, so faster journey times for all
• Paperless - better for the environment
• You can keep track of your charges online using our portal

*Some fares may be cheaper than with Tap on-Tap off, not able to cap to return ticket fares. Some season tickets may be cheaper.

• Operators
  • Arriva Wales
  • Alpine Travel
  • Berwyn
  • Calloi
  • Clynnog & Trefor
  • Denbighshire Council
  • Dilwyns
  • Goodsir
  • Eifions
  • Gwynfor Coaches
  • K&P Coaches
  • Lewis Y Llan
  • Llew Jones 
  • Lloyds Coaches
  • M&H Coaches
  • Nefyn Coaches
  • P&O Lloyds
  • O Ddrws I Ddrws
  • OR Jones and Son
  • Pats Coaches
  • Tanat Valley
  • Valentines
  • Wrexham & Prestige

 

Help

If you need any help with Tap on-Tap off transactions please contact us on cEMVEnquiries@tfw.wales or phone 02922 941 035.

 

• FAQ

  • What is fare capping?

    • Fare Capping is a mechanism that limits or ‘caps’ the amount that a customer will pay for their travel in a given time frame i.e. a day.  It allows you to travel as much as you like in a day knowing that you will never pay more than the price of a 1bws day ticket, no matter how many journeys you make. This is useful for people who don’t know their travel plans in advance.  You’ll pay the price of an adult single for each tap, until the 1bws cap (£7.00 as of September 2024) is reached and after that any other journeys in the 1bws zone that day are free. 

  • How do I pay using Tap on / Tap off?

    • To pay for your ticket, place your contactless debit/credit card or mobile device payment app onto the card reader as you board and wait for a beep that indicates your purchase has been registered, then ensure you follow the same process on the tap off machine at the end of your journey. You must use the same card every time. It is as simple as that.

    • If you want to pay with contactless for a ticket that is not available in Tap on / Tap off, please let the driver know before you place your card or device on the reader to ensure you are charged the correct amount and receive a ticket. 

  • How do I see what I've been charged?

    • You can access your multi operator journey and payment history through our TfW customer portal. You can also view your single operator transactions through the relevant operator. i.e. Arriva

  • Can I get a refund if I think I have been overcharged?

    • Yes, if you believe a genuine error has been made, please utilise the FAQ’s on the TFW customer portal, then contact customer services on cEMVEnquiries@tfw.wales or phone 02922 941 035 who will be able to help you.

  • Can I use Tap on/Tap off for 1bws tickets?

    • Tap On, Tap off charges you for single tickets but will cap at the price of a 1bws ticket.  If you’d like to buy a 1bws ticket in advance, please purchase it from the driver.

  • What happens if I forget to tap off?

    • You will be charged the full single fare from the point you boarded to the end of the route you were travelling on. Please remember to tap off. However, if you forget, please contact customer services on cEMVEnquiries@tfw.wales or phone 02922 941 035 who will be happy to help.

  • Will I still be capped if I forget to tap off?

    • Yes, you will be charged the Adult Single fare to the end of the route and the amount charged will still count towards any relevant fare caps

  • Do I have to use the same card/device?

    • Yes, your payment history is linked to your card or device so make sure you use the same one for each full journey i.e. you cannot tap on with one card and tap off with another. If you have your payment method set up on your mobile through Apple Pay or Google Pay, make sure you stick to one method - if you switch to your card, it will be treated as a new payment method, and you might not benefit from the price caps.

  • Why was my card declined?

    • If you've made a purchase on board that was subsequently declined by your bank, your card will, unfortunately, be automatically blocked by our system. Once any outstanding amounts are settled by your bank, your card will be automatically unblocked. Until this happens, you'll need to pay with an alternative method.

  • Can I use Tap on, Tap off for myself and also pay for someone else's travel (e.g. a child)?

    • Tap on, Tap off only works for one passenger at a time. If you wish to purchase tickets for someone else on the same card, please ask the driver for their tickets separately.  You can still tap on, tap off for your own travel

  • Do I need to tap on, tap off if I am a concessionary pass holder?

    • No, there is no change to the concessionary pass scheme.

  • Are the prices for Tap on, Tap off different to other on bus prices?

    • No, the ticket price is the same as if you bought a standard Adult Single ticket from the driver and the 1bws cap is the same price as a paper day ticket. The benefits of using Tap on, Tap off are that the fare will be limited/capped at the cost of an adult 1bws day or weekly ticket, no matter how much you travel during the day or week.

  • Does Tap on, Tap off work for other ticket types?

    • Tap on, Tap Off/capping is only valid for adult day tickets, including operator own products. If you want to purchase tickets for children or families using your bank card, please ask the driver.

  • Will I get a receipt?

    • No, one of the benefits is that the system is paperless. To see your transaction history please visit the customer portal.

  • What tickets are included in the cap?

    • The system caps fares to the 1bws day or weekly ticket, both for single operator and multi operator.  Child fares, 10 Trip tickets, monthly products are not included in the capping scheme, and return fares are only valid in some locations.

  • Does Tap on, Tap off work for Young Person tickets?

    • The system is only designed for adult tickets. If you want to purchase a young person ticket, please ask the driver for the ticket before you place a card on the reader, otherwise a Tap on transaction will be recorded.

  • Which types of contactless cards can be used?

    • All Visa and MasterCard cards displaying the contactless symbol, whether presented physically or via Apple Pay and Google Pay, can be used. Unfortunately, payments by American Express or Maestro are not accepted.

    • If you’re using a pre-paid card, please ensure you have enough credit before trying to purchase your ticket. Failure to provide funds could result in your card being rejected.

  • How are fares calculated?

    • Fares are calculated in line with existing routes and charges for all scheme member operators.

  • Are there particular areas that I must stay within?

    • You should stay within the scheme area of Anglesey, Gwynedd, Conwy, Denbighshire, Flintshire and Wrexham to receive the fare cap.

  • How do I make a query or complaint about my journey experience?

    • In the first instance please access the TFW customer portal and seek the relevant area of concern with the FAQ’s. If this does not fully answer your query, please contact customer services via the weblink and phone number who will be happy to assist.

  • Are my contactless payments safe?

    • Payments are more secure than carrying cash for several reasons:
      The information on your card is protected with secure Chip and PIN technology. Data transmitted during transactions is encrypted and protected with a digital signature that is much harder to forge than a handwritten one.

    • If your card is lost or stolen, you’re protected against unauthorised payments provided you inform your bank as soon as you realise it has gone missing. Your card will be blocked immediately.

  • My payment was declined, and my card was blocked. What happens next?

    • If you use a card for a payment that is subsequently declined for insufficient funds, unfortunately, your card will be automatically blocked by our ticket machines.

    • However, we will try again to recover the money owed automatically after a few days or when you try to use the card again on our buses. As soon as the amount outstanding is settled with your bank or card issuer, your card will be unblocked by our ticket machines, and you can make contactless payments on our buses once more. Current capped transactions will not be affected.

  • The card hasn't been approved by the bank for the transaction.

    • This can occur as a result of several contactless transactions in a short space of time, which can trigger automated fraud risk management policies with your bank or card issuer.

  • The card hasn’t been used at a Chip and PIN terminal for a certain period.

    • Most banks and card issuers require a chip and PIN transaction every so often to help ensure it is you using that card. Once a chip and PIN transaction has been seen by your card issuer, this temporary block will usually be removed.

 

Check my transactions

If you're using Tap on Tap off, you can check your transactions on our online portal where you can login securely using your bank details.