Ticketing - Stations
Service schedule 19 – Ticketing - Station ticket offices
Service Specification
All ticket offices should be open during the hours set out in Schedule 17 of the Ticketing and Settlement Agreement or the agreed Grant Agreement opening hours.
All Station schedule audits may commence at the start of the ticket office opening hours. Ticket Offices schedule 19, audits will commence no earlier than 15 minutes after the agreed opening hours and will be completed no later than 15 minutes prior to the agreed closing hours, this will permit the Operator to pull ticket equipment, within the Station opening hours.
A ticket office will be failed if:
- Where any ticket office is closed during an inspection when it should be open as specified in paragraph 1.1 above a fail will be recorded.
- all retail tickets appropriate for sale at the station can't be retailed, including card payment facilities being operational.
Service Benchmark
Exceptional performance (5) means 100% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 98% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 94% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Service schedule 20 – Ticketing – Ticket validation at key stations
Collection at Key Stations
Service Specification
Electronic gates at Stations should be functioning and operational.
References to passenger, or intending passengers, are those passengers at the following Stations: Anderston, Argyle Street, Ayr, Charing Cross, Exhibition Centre, Glasgow Central, Glasgow Queen Street, Motherwell, Paisley Gilmour Street, Partick, Aberdeen, Bathgate, Dundee, Edinburgh Gateway, Edinburgh Park, Edinburgh Waverley, Haymarket, Inverness, Perth and Stirling, during the hours set out in the agreed Grant Agreement staffing hours and staffing numbers (appendix A).
A Station will fail if:
- where there are fixed barriers and these barriers are missing, not fully functioning or not operational. Where a gate is closed for visible maintenance or visible repair, this will be recorded as a pass.
- where ticket checking measures should be put in place are missing to ensure the validity of each passenger’s ticket is checked both before they enter or leave a ticket check area per the Grant Agreement staffing hours and staffing numbers.
- ticket office closed.
Service Benchmarks
Exceptional performance (5) means 100% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 98% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 94% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days.
Service schedule 21 – Ticketing - Ticket vending machines
Collection at Key Stations
Service Specification
Self-service ticket machines at Stations should be functioning and operational and clearly signed, with clear instructions for their use on or adjacent to the machine.
This category measures the ability to purchase a ticket from a TVM.
A TVM will fail if:
- Any self-service ticket machine is missing, not fully functional or not operational.
- there are no clear instructions for the use of a self-service ticket machine at, on or adjacent to the relevant machine including details of who to contact if the passenger is having difficulty using the self-service ticket machine.
- ticket office closed.
Service Benchmarks
Exceptional performance (5) means 98% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days.
Service schedule 22 – Ticketing – SMARTcard reader
Service Specification
SMARTcard readers at Stations should be functioning and operational.
A SMARTcard reader will fail if:
- Any smartcard reader is missing, not fully functional or not operational.
Service Benchmarks
Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.
Strong performance (4) means 93% performance of the Service in accordance with the Service Specification during a Reporting Period.
Acceptable performance (3) means 90% performance of the Service in accordance with the Service Specification during a Reporting Period.
Adequate Level (2) means 87% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Unsatisfactory (1) means 84% or below performance of the Service in accordance with the Service Specification during a Reporting Period.
Maximum number of inspections
Stations will be inspected a maximum once every reporting period.
Expected repair
5 Working Days.