Customer Information - Arriva Trains Wales

Customer
Information
Arriva Trains Wales – Mobile Ticketing App
Thank you for volunteering to take part in Arriva Trains Wales Mobile Phone Ticketing Trial.
This initial phase of the trial will only be available to Android phone uses but most platforms
will be supported when the app is formally launched.
This document gives you information on the ticketing offer and the conditions attached to the
Mobile Multi-Flex tickets. The concept is that you buy a package of tickets which are priced
at 6 return tickets for the price of 5. You will also get some additional flexibility of use
compared to traditional ticketing methods. There is also information on how to use the
application to purchase tickets using the app and how to activate and travel. This will be the
only product you can purchase through the app. A section on frequently asked questions is
included this should answer any questions you may have.
The app also has additional functionality that it allows journey planning between any two
National Rail stations with “real time” overlays.
You can also see station departure boards for any National Rail station.
If you have any further questions please use the email address below.
We would very much appreciate your feedback on any aspect of the ticketing trial and have
set up an email address to receive this: [email protected]. This email account
will be monitored regularly and we aim to reply within a couple of days.
It is intended to have a survey at the end of the end of the trial which I would appreciate your
feedback so that we can make improvements to the final offer to everyone.
Derek Thompson
Mobile Ticketing Project Manager
Overview
Arriva Trains Wales will shortly be offering Mobile Multi-Flex tickets. Mobile Multi-flex offer a new
reduced rate flexible ticketing option. These tickets can only be purchased on and delivered to a Mobile
Phone.
The new product will be available in the Valleys suburban network around Cardiff between any two
stations on the map below.
What is included in the app?
In the initial release, the only tickets available for purchase will be the Mobile Multi-Flex package. The
app has the capability to sell other tickets but these will not be available at this stage. The app also
includes journey planning for the whole of National Rail with real time running overlays of journeys for
today. You can also see station and train real time information for any National Rail station.
Ticket Offering
The Mobile Multi-Flex package will consist of a package of 6 single tickets in the outward direction and
6 single tickets in the return direction. You can only purchase these tickets between any two stations in
the area shown on the map.
Mobile Multi-Flex packages will be priced at approximately 5 times the daily fare. You are getting 6
return tickets for the price of 5 with additional flexibility when you can use them.
For example, if you buy a Mobile Multi-Flex package between Trefforest and Cardiff, you will get 12
individual one way tickets; 6 Trefforest to Cardiff and 6 Cardiff to Trefforest.
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The individual tickets must be activated before use. Once activated the ticket will be available
for use for 3 hours and the journey must be completed in that time.
All tickets have to be used within 3 months of purchase.
Tickets can only be used in the direction shown and not in the reverse direction.
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The individual return direction tickets do not have to be used on the same day as the outward.
Tickets can be activated in any order
Once purchased Mobile Multi-Flex packages are non-refundable this includes tickets which
have not been activated or part-activated.
There are no Child or Railcard discounts available
You must be willing to store your payment card details within the application
Conditions of Mobile Multi-Flex Tickets
Mobile Multi-Flex tickets have a few conditions attached to them
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Mobile Multi-Flex tickets are not subject to any time restrictions and can be used on any
train between the two stations shown on the ticket.
There are no refunds on unused or part used Mobile Multi-Flex tickets.
If you are unable to show your ticket you will have to purchase a new ticket, this
includes if your battery goes flat. Refunds will not be considered on the additional ticket
you have purchased. It is your responsibility to ensure your phone is charged throughout
your journey
If you have not activated your ticket before travel, you will be required to purchase a new
ticket. Refunds will not be considered on the additional ticket you have purchased.
Tickets can only be purchased and delivered to mobiles devices.
Tickets can only be used in the direction shown and not in the reverse direction
The tickets are also valid on First Great Western services between Bridgend and Cardiff
Frequently Asked Questions
Do I have to be on-line all the time?
No. The phone only needs to be on line to carry out certain activities:
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Purchase Tickets
Make Journey Enquiries
Monitor Real Time train running
Tickets can be activated and travelled on off-line.
What happens if my battery goes flat?
You will have to purchase a ticket. There will be no refund on tickets that have been activated
of the ticket that has had to be purchased.
What happens if I change my Phone?
You can load the app on your new phone but tickets will not transfer between phones. You can
continue to use up your remaining tickets on your existing phone without a SIM card as the
phone does not have to be on line to activate or travel.
How long are my tickets valid?
The tickets have to be activated within 3 months otherwise they will lapse. Once activated you
have 3 hours to complete your journey.
How long do I have to travel once I have activated a ticket?
You must complete your journey within 3 hours.
Can I buy child tickets?
Not at this stage but this may come in a future update.
Can I have a Railcard discount?
Not at this stage but this may come in a future update.
Is the package of tickets refundable?
No, there are no refunds.
Can I have a refund on tickets I have not activated?
No the tickets are non-refundable.
What if I have used all the tickets in one direction can I buy one direction Mobile MultiFlex?
At this stage Mobile Multi-Flex tickets are only being offered as a package of tickets. You can
purchase another package of tickets but this will consist of the same individual tickets.
Can I use the tickets in the reverse direction from that shown?
No they are only valid in the direction shown.
If my friend is travelling with me can I activate two tickets?
Yes you must show both to checking staff.
If I activate a ticket in error can it be deactivated?
No.
If there are train delays and I cannot complete within 3 hours will my ticket still be
accepted?
Yes. Checking staff will be advised of delays.
Can I break my journey?
Yes providing you complete your journey within 3 hours.
Will my ticket be scanned?
Yes, some staff will be equipped with reading devices where you will need to display the
barcode to be scanned.
How do I get through gates?
Initially you will have to show the ticket to checking staff who may scan the ticket. Tickets
gates will shortly be fitted with readers. Once this happens you will be able to show the
barcode to the gate.
Can I use First Great Western trains between Bridgend and Cardiff?
Yes.
Can I use the individual outward and return tickets on different days?
Yes.
Can I use the return legs before the outward legs?
Yes.
How do I activate my ticket?
Select the ticket you want to use and select the activate m-ticket button.
What is the barcode for?
The barcode will be scanned by some on train and ticket gate staff. Shortly ticket gates will be
equipped with readers to allow you to exit and enter.
If my phone is stolen can someone gain my card details?
No, only the last 4 numbers are visible in the app.
If my phone is stolen can someone use my card to purchase tickets?
No, you have to insert the card CVV number every time you want to make a purchase. They
will still be able to travel on any un-activated tickets if they can unlock your phone.
Can I have more than one Mobile Multi-Flex Ticket at a time?
You can have different journeys at the same time e.g. package of Caerphilly – Cardiff and a
separate package of Pontypridd – Cardiff. You do not have to fully use up one package before
buying another.
How to purchase the tickets
Welcome Screen
Select – Find Trains
Select the journey you wish to purchase
Open Return needs to be selected to purchase Mobile
Multi-Flex tickets.
The options below are not required at this stage, the
current date and any time can be selected. Tickets will be
available for activation for 3 months from the date
selected.
Note you cannot activate tickets until the date nominated
at the earliest.
The Mobile Multi-Flex ticket will display. The fare displayed
is the approximate cost for one return journey. The total
price you will pay will be confirmed on the next screen.
Confirm you are happy with the price and proceed to
purchase of a package of tickets.
The first time you use the app you will have to store your
card details. You only need to do this on the first occasion
but will have to insert your CVV number each time you
make a purchase.
Confirm the tickets you want to purchase.
Tickets are added to My Tickets.
How to travel on the tickets
Welcome Screen
Select – My Tickets or Next Ticket
Select the journey you wish to activate
Note only the outward direction is shown on the summary
on the ticket wallet. Within this entry are a combination of
journeys in both directions.
Unused outward direction tickets display at the top.
Note the date of purchase is shown
Unused return direction tickets are below the outward
direction tickets. Used tickets are moved to the very
bottom on expiry.
This is a ticket ready to be activated. In order to travel you
will need to activate your ticket. You should do this just
before travel as the ticket will only remain activated for 3
hours. Select the activate button to do so.
Once you attempt to activate a ticket you will be asked to
confirm you wish to do so.
Note: Once activated a ticket cannot be deactivated.
Active Ticket
Active Barcode – Some staff are equipped with scanners
and may wish to scan the barcode.