TfW Penalty Fare Zone

We know that the vast majority of our customers pay their fares in full. It’s only a small minority who try to avoid paying their way. Penalty Fares are aimed at deterring unfair behaviour.

The TfW Penalty Fare Zone has expanded across more of our network, if you travel without a valid ticket, or without tapping in (where Pay As You Go is live), you may have to pay a Penalty Fare (£20 or twice the full single fare applicable to your journey, whichever is greater).

This penalty may increase to £100 in the future (as currently applicable to Penalty Fare Zones operated by other train companies as well as TfW services between Shrewsbury and Birmingham International).

You must buy or activate your ticket before you board.

PFZ YELLOW ROUTE

TfW Penalty Fare Zone

PFZ RED ROUTE

TfW services on this route fall under the same £100 Penalty Fare system as West Midlands Trains.

* Ticket buying facilities are currently not available at this station, so if you start your journey here without a valid ticket you will not be liable to a TfW Penalty Fare. However, you must still buy a ticket or pay for travel as you will be liable to other penalties or even prosecution if you fail to do so. More information about ways to buy your ticket including (PAYG, Web, App, Payzone and On Train).

Ticket buying facilities are currently not available at:   

Cwmbach Fernhill Prees Wildmill Dovey Junction
Dinas Rhondda Ferryside Pyle Wrenbury Borth
Fairwater Pencoed Sarn Ynyswen  
Garth Penrhiwceiber Tir-phil Yorton  
Gilfach Fargoed Pontlottyn Troed-y-rhiw Ystrad Rhondda  

If you start your journey without a valid ticket at one of these stations, you will not be liable to a TfW Penalty Fare. However, you must still buy a ticket or pay for travel (from the conductor on the train in this case) as you will be liable to other penalties or even prosecution if you fail to do so. More information about our Revenue Protection policy.

More information about ways to buy your ticket including (PAYG, Web, App, Payzone and On Train).

** If your journey starts from this station you will not be subject to the TfW Penalty Fare. However you will still be liable to other penalties or even prosecution if you travel without a valid ticket.

You won't be subject to the TfW Penalty Fare if your journey starts from one of these stations: 

Alderley Edge Gloucester Manchester Airport Warrington Bank Quay
Cheltenham Spa Liverpool Lime Street Newton-le-Willows Wimslow
East Didsbury Liverpool South Parkway Runcorn  
Earlestown Manchester Oxford Road Stockport  

However, you must still buy a ticket or pay for travel as you will be liable to other penalties or even prosecution if you fail to do so. More information about our Revenue Protection policy.

More information about ways to buy your ticket including (PAYG, Web, App, Payzone and On Train).

 

FAQs about TfW Penalty Fares

  • What is a valid ticket?

    • Always check your ticket is valid for the train service you are travelling on, and for the specific time you want to travel. If you have bought your ticket with a railcard discount, you must carry your railcard with you. If you are travelling on a child ticket, proof of age may be required.

    • If you are using a digital / SMART ticket, you must activate your ticket before you start your journey or it’s not valid.

    • A Penalty Fare may be charged if you:

      • Travel without a valid ticket

      • Travel in First Class with a Standard ticket

      • Are unable to produce an appropriate Railcard for a discounted ticket

      • Are aged 16 or over and travel on a child rate ticket

      • Travel beyond the destination on your ticket or on a train service where your ticket is not valid

  • How can I buy a ticket before getting on a train?

    • There are many ways to buy a ticket before boarding a train:

    • Online

    • You can buy tickets on our website. We don’t charge booking fees if you buy direct from us.

    • You can also download our ticket app - simply search TfW app in your app store.

    • Season tickets

    • If you are a regular traveller along this route, a weekly, monthly or annual season ticket may offer you great savings. Visit tfw.wales/season-tickets or your local ticket office for more details.

    • Self-service ticket machines

    • All stations in the Transport for Wales Penalty Fare Zone have self-service ticket machines that sell the full range of tickets for this route. You can also purchase weekly season tickets and discounted railcard tickets.

    • Ticket offices

    • The following stations in the Transport for Wales penalty fare zone have ticket offices:
      Aberdare, Barry Town, Bridgend, Cadaxton, Caerphilly, Cardiff Central, Cardiff Queen Street, Carmarthen, Cathays, Chepstow, Cwmbran, Hereford, Leominster, Llandaff, Llanelli, Ludlow, Merthyr Tydfil, Neath, Newport, Penarth, Pontypridd, Port Talbot Parkway, Porth, Radyr, Severn Tunnel Junction, Shrewsbury, Swansea, Treforest, Ystrad Mynach.

    • Opening times of ticket offices can be found at tfw.wales/stations

    • Pay as You Go

    • We are currently trialling contactless pay-as-you-go between Cardiff Central, Newport, Pontyclun and stations up to Ebbw Vale, where you can tap in and out using your physical contactless bank card.

  • How can I buy a ticket if I want to pay with cash?

    • If you need to buy a ticket with cash, you can buy it from the ticket office if there’s one at the station.

    • If you’re travelling from a station that only has a self-service machine, or the booking office is closed, you should use the machine to get a promise to pay voucher which you can exchange for a normal ticket at the earliest opportunity. This demonstrates your intent to pay for your journey and a penalty fare will not be necessary. You must exchange your promise to pay voucher with the required cash either on the train from the conductor, or at your destination.

    • If you’re travelling in the South Wales Metro area or on the Wrexham-Bidston line, you can buy selected tickets before you travel from participating Payzone retailers using cash or card. Find out more about Payzone, including a full list of retailers.

  • What if ticket buying facilities at the station are not open or are out of order?

    • If ticket buying facilities aren’t available then you must pay your fare at the first available opportunity. Conductors are available on all of our services and are able to check with our control centre to confirm the availability of ticket buying facilities.

  • Due to either a visible or non-visible disability, or other personal circumstances, I’m unable to use the self-service machines at stations, how can I buy my ticket?

    • We’re aware that not everyone can use our self-service machines. If this is the only means of purchasing a ticket at the station you are travelling from and you are unable to use the machine, you will be able to purchase a ticket on the train.  Under these circumstances our Revenue Protection team will be given discretion not to charge a penalty fare, and either charge the full single fare in line with National Rail Conditions of Travel (Condition 6 and Condition 9) or charge any relevant discounted fare as appropriate under the circumstances.

  • What if I arrive late and there is a large queue to buy a ticket?

    • Ticket buying facilities can be busy especially during peak travelling times. We recommend that you leave enough time to buy a ticket before you board the train. Long queues at ticket buying facilities are unusual but you’re advised to allow enough time to buy your ticket during busy periods to avoid being liable for a penalty fare.

  • Why can’t I buy my ticket from the conductor on the train?

    • The conductor is on the train for your safety and has many roles to carry out during the journey such as opening and closing the doors, providing customer service, checking tickets and making train announcements. It is a busy role, and the guard would not have the time to sell tickets to everyone on the train as well as carrying out these duties.

    • However, Conductors do have the capacity to sell tickets to customers who board from stations where ticket buying facilities are not available. When trains are busy, customers in need of a ticket may have to seek out the conductor on the train as it could be difficult for the conductor to get through.

  • I have a concessionary card that gives me discount on tickets, but I can’t apply the discount on the self-service machines at a station. How can I buy a ticket with the discount applied?

    • If you’re entitled to a discounted ticket, check if the self-service machine at the station does apply the discount first.

    • If our self-service machine does not offer the ticket you wish to purchase, and there is no available booking office, you can buy them from the conductor on the train.

  • I’m travelling with a child but can’t get their ticket from the self-service machine, how can I get the tickets?

    • While our ticket machines don’t issue these tickets at the moment, if there’s no ticket office, you can buy them from the conductor on the train.

  • What if I want to buy a season ticket and the booking office was closed?

    • If you have a photocard, you can buy a weekly season ticket at a self-service ticket machine. If you require a monthly season ticket, you should buy a single ticket for your journey and buy your season ticket at your destination station. The cost of the single ticket will then be deducted from your season ticket.

  • What if I have left my season ticket at home?

    • Simply buy a ticket to cover your journey and then apply for a refund when you renew your season ticket. Only two refund applications are allowed in a 12 month period and you may be charged an administration fee.

  • How much is a Penalty Fare?

    • The Penalty Fare is £20.00 or twice the cost of the full single fare applicable for your journey (whichever is greater).

  • Why is the Penalty Fare £20 in Wales and why may it go up in the future?

    • The penalty fare is set at £20 (or double the exact fare, whichever is greater) in line with the 2018 Penalty Fares Regulations which are applicable within Wales. It aims to minimise the fare evasion costs for TfW, TfW customers and taxpayers who ultimately subsidise TfW journeys in Wales. The scheme will ensure that honest, fare-paying customers are not unfairly penalised and that TfW is able to target fare evaders specifically. In the future this may increase in line with the Penalty Fares scheme in England which is based on the 2022 Penalty Fares Regulations Amendment. This amendment is not currently in operation within Wales, however, should this change, the Penalty Fares scheme implemented by TfW may also change accordingly.

  • Who can issue a Penalty Fare?

    • Penalty Fares may only be issued by an authorised collector identified with a unique identification card and number. Typically this will be a revenue protection inspector on the train or at a station who may be in uniform or plain clothes.

  • How do I pay the Penalty Fare?

    • You will be asked to supply your name and address, then a penalty fare notice will be issued to you with instructions. You are required by law to provide your name and address when being issued with a penalty fare. It is a serious offence to provide false details and doing so will be deemed as an attempt to deliberately avoid payment, leading to potential prosecution and a fine of up to £1000.00.

    • Payment of a Penalty Fare or an appeal must be made within 21 days following the day after the Penalty Fare is issued. Our revenue protection inspectors are instructed not to accept payments at the time of issue. Payments can be made online by debit/credit card or in the post by cheque.

    • How to make payment of the sum claimed:

    • For secure card payment phone 01354 656 655.

    • Payment may also be made by Personal Cheque, Postal Order or Banker’s Draft made payable as shown on the demand notice and sent by Royal Mail to:

    • Penalties Services

      12 Deben Mill Business Centre

      Old Maltings Approach

      Woodbridge

      IP12 1BL

    • or using the post-paid envelope provided if supplied.

    • Cash may only be sent by Special Delivery.

    • If you are still unsure how to pay phone, send a message via the contact form.

    • Or online vat the following web address:

    • transportinvestigations.co.uk/travelling-without-a-ticket/make-a-payment-online

  • What happens to the data I give you?

    • The data is retained in line with the General Data Protection Regulations and is not used for marketing purposes or distribution to third parties. Details of penalty fare recipients are retained electronically to monitor persistent offenders

  • How do I know if I am travelling in a Penalty Fare zone?

    • There are clearly displayed posters at all stations within the Penalty Fare zone and there are frequent station and on-board announcements.

  • Will a Penalty Fare leave me with a criminal record?

    • A Penalty Fare is a civil matter and in itself will not lead to a criminal record. However, customers who receive multiple Penalty Fare notices, customers who provide false details and customers who fail to pay may be subject to either civil debt recovery measures or legal proceedings which may ultimately lead to a criminal record.

  • How can I dispute the Penalty Fare that I have been issued with?

    • You may appeal against the Penalty Fare in writing to the address indicated on the Penalty Fare notice. The appeal system is totally independent to Transport for Wales and will base the appeal on the facts that you put forward. A three-stage appeal process is available and the clock is stopped for 21 days to allow sufficient time for you to put forward your grounds for the appeal. If your appeal is successful, the Penalty Fare will be waived.

  • What if I start my journey from a TfW Penalty Fare Zone station but my final destination is not in a TfW Penalty Fare zone?

    • If you travel on a train without a valid ticket, you may be liable for a Penalty Fare. Penalty Fares apply if you are travelling on a TfW service from a Penalty Fare station regardless of your destination. Penalty Fare stations are clearly indicated as such by means of yellow warning posters at the station.

    • Additionally, if you are unable to buy a ticket due to a closed ticket office or a broken machine, you must get a Permit to Travel or Promise to Pay and exchange it for a ticket at the first opportunity.

  • What if I have misplaced my penalty fares notice?

    • Contact TIL directly: Reach out to TIL by phone at 01354 606 988. They can help you retrieve your unique payment reference or provide further instructions.

    • Visit their website: You can also visit the TIL website for more information on how to make a payment or resolve your issue.

    • Email or contact form: If you prefer, you can send a message via their contact form on the website or email them directly for assistance at queries@transportinvestigations.co.uk.

 

Terms and conditions

The TfW Penalty Fare system is in line with The Railways (Penalty Fares) Regulations 2018 that are currently applicable in Wales. More Information about our Revenue Protection policy.

  1. You must be able to produce a valid ticket or other authority when required to do so, to your destination (and any other document necessary to make it valid e.g: railcard). The ticket must be for the class of travel you wish to use.
  2. If you have failed to produce a valid ticket for the entire journey you are making (or have made), you are liable to pay a Penalty Fare, being either £20 or twice the full single fare applicable to your journey (whichever is greater).
  3. Unless you leave the train at the next station stop, any travel beyond that must be paid for at the standard rate.
  4. Revenue protection inspectors are instructed not to accept payments at the time of issue. Payments can be made online by debit/credit card or in the post by cheque.
  5. If you do not wish to pay immediately, your name and address will be taken and a bill will be given to you so payment can be made within 21 days. Failure to do so (including giving false or out of date details) is a criminal offence.
  6. If you join the train without the means to pay for your fare you may be liable to prosecution.
  7. If you wish to dispute your liability to pay a Penalty Fare, you must give a written statement explaining your failure to produce a valid ticket or authority for your journey, together with any other relevant information. This must be sent to the address stated on the penalty fares notice to arrive within 21 days from the issue date. Failure to pay the full amount owing within 21 days following the day after the penalty fare is issued may result in legal proceedings being bought against you.