• What is pay as you go?

    • Pay as you go (PAYG) is a new payment method that Transport for Wales will be rolling out across our network over the coming months and years.

      It will allow customers to travel across our network by tapping their contactless EMV (Europay, Mastercard, Visa) credit/debit card or digital wallet on smartphone & smartwatch, at a gate line or yellow platform card/ticket reader.

  • How does pay as you go work?

    • You might already use this type of technology when purchasing goods at your local shop, or even when using the Transport for London network. On our network, customers will simply tap in at the start of their journey and tap out at the end, using our new pay as you go gate lines at Cardiff Central and Newport, or yellow platform card/ticket readers at Pontyclun, stations up to Ebbw Vale and platform 0 at Cardiff Central.

      The start and end taps will record the customers journey, and they will then be charged correctly for their journey. Our daily and weekly price caps mean that customers will get our best value fares for their journeys.

  • What if a customer wants to start their journey at one of the stations, but end at a different destination?

    • Pay as you go is available for all journeys that start and end in South East Wales.

      See where you can travel with our zonal map.

      If customers want to travel to or from any other station, they’ll need to pre-purchase a ticket from a ticket office, ticket vending machine, via the TfW app or tfw.wales.

  • When will pay as you go be available in my area?

    • Pay as you go is available across all 95 stations in South East Wales Metro Network.

      We are exploring options to expand Pay as you go to other geographical areas in Wales with further information being made available soon.

  • Pay as you go fares and capping

    • Pay as you go fares will typically be cheaper than current fares and will be capped at a daily and weekly level to improve value further.

      For the more information please visit, Pay as you go fares and capping.

  • Exclusions

    • The following exclusions apply when using pay as you go, however these are subject to change.

      • Pay as you go journeys are not currently available on GWR services.
      • No return journeys. Pay as you go operates a single adult journey only.
      • No group tickets. For group tickets, you’ll need to purchase from the TfW app.
      • Not permitted for first class travel.
      • No peak and off-peak times.
      • No child tickets, please visit tfw.wales/kids-go-free for affordable family travel.
      • Pay as you go does not support the use of concessionary cards.
  • What happens if a customer doesn’t ‘tap out’?

    • If a customer fails to tap out to complete their journey, they may be liable for an incomplete journey. The system, in some cases, will complete the journey for them if there is a regular pattern of travel between locations. Incomplete journey charges will not be counted towards a customer’s daily/weekly cap.

  • Duration of travel for Pay as you go journeys.

    • Once a customer has tapped in, they can travel on the network for up to 2.5 hours before they need to tap out. If a customer reaches the 2.5 hour time limit and hasn’t tapped out they will be subject to an incomplete journey charge as detailed above.

  • What happens to abandoned journeys?

    • Abandoned journeys is where a customer chooses not to travel due to disruption or cancelled trains.

      In such events a customer has 60 minutes to enter and exit at the same station, after which it will be considered to be 2 two separate incomplete journeys i.e. station to unknown and unknown to station and will be subject to the incomplete journey charges as detailed above.

      Exiting the station within 60-minutes will not generate any charges for the customer.

  • How will Pay as you go customers claim for refunds, or Delay Repay?

    • Pay as you go charges for the journey that have been completed. If you feel the fare, you’ve been charged is incorrect speak with our Customer Support team who will investigate.

      TfW delay repay is available for customers using Pay as you go.

  • Charging Schedule Payments for completed journeys.

    • Where the customer has tapped in and tapped out, payment will be taken from their account the morning after the day of travel.  The settlement window completes the Wednesday after their travel week. In cases where customers query charges, they must do so within this time, once the transactions have settled. Customers will not be able to amend any of their travel history.

      Example:

      A customer travels 3 times between Monday and Sunday, but they forget to tap off for one of these journeys, they will be subject to an incomplete journey charge if we cannot see any frequent journeys to add an automatic missing tap.

      The customer will need to use the pay as you go application, if registered, to amend their journey history for this incomplete tap or contact the TfW contact centre by the following Wednesday.

  • What if I’m asked to show a ticket when using pay as you go?

    • Please let the train staff know you’re using pay as you go. They’ll ask you to tap your payment card or device on their inspection device to confirm you’ve tapped in. Make sure to use the same card or device you used at the start of your journey.

      If you haven’t tapped in before your journey, you will need to pay a inspection charge.

  • What is an inspection charge?

    • We’ll issue a inspection charge if you didn’t tap in at the start of your journey using pay as you go. These inspection charges are higher than our regular pay as you go fares.

  • Can I get an inspection charge refunded if I tap out?

    • No. Tapping out will not reverse an inspection charge.

  • What if I couldn’t tap in for a reason that was no fault of my own?

    • If you couldn’t tap in due to something beyond your control, please let us know. We’ll review the situation, and in some cases, we may be able to refund your inspection charge.

  • What should I do if I don’t agree with an inspection charge?

    • If you believe you were given a inspection charge by mistake, our customer support team are here to help.

      They’ll review your travel information and check if the inspection charge is valid.

 

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