TfW urged to review Tap and Go system amid concerns over passenger fares

Transport for Wales is facing calls to improve its Tap and Go ticketing system after concerns were raised that some passengers could end up paying more than necessary because concessionary fares and railcard discounts are not yet supported.

The issue has prompted Flintshire County Council to unanimously back a motion urging Transport for Wales (TfW) to provide clearer information for customers and review station signage promoting the contactless payment system.

Tap and Go, introduced as part of the North Wales Metro programme, allows passengers to begin and end their journeys by tapping a contactless bank card or compatible device at participating stations. The system automatically calculates the appropriate adult fare, charging either the pay-as-you-go rate or the equivalent undiscounted Anytime fare, depending on which is lower.

However, councillors argue that the technology currently excludes a significant number of passengers who qualify for discounted travel.

Flintshire People's Voice councillor Alasdair Ibbotson told fellow members that the system does not recognise child fares, railcards or other concessionary discounts, despite promotional material suggesting passengers will receive the "best value" fare.

He argued that while the claim may be accurate for standard adult tickets, it does not reflect the experience of many travellers who are entitled to reduced-price travel.

According to Cllr Ibbotson, eligible passengers—including children, older people, veterans and disabled railcard holders—could pay more than they would if they purchased tickets through conventional sales channels.

He also questioned whether the current signage provides enough information for passengers who cannot or choose not to use contactless payment, highlighting concerns that some customers may mistakenly believe they have no alternative but to use the Tap and Go system.

During the council debate, Cllr Ibbotson also raised concerns about how the arrangements align with National Rail ticketing requirements, suggesting passengers without access to contactless payment could be uncertain about their options when boarding at stations equipped with Tap and Go readers.

The motion called on Flintshire County Council to seek greater clarity from Transport for Wales while encouraging the operator to review promotional messaging displayed at stations.

Support for the proposal came from councillors across the chamber.

Shotton West councillor Sean Bibby said confusion over the system had affected passengers in his own ward, including himself, and proposed additional measures asking TfW to ensure the rollout of Tap and Go does not result in reductions to ticket office opening hours or station staffing levels. Both amendments were incorporated into the final motion.

Councillor Fran Lister highlighted the importance of affordable and accessible public transport for younger residents, saying feedback from the Young Flintshire forum consistently identified transport as one of the biggest barriers to social activities, education and leisure opportunities.

Responding to the concerns, Transport for Wales said the contactless scheme is intended to make ticket purchasing quicker and simpler while providing another payment option rather than replacing existing methods of buying tickets.

A TfW spokesperson confirmed that the current version of Pay As You Go supports adult fares only, although trials are already underway to introduce railcard discounts before a wider rollout.

Passengers requiring child fares, railcard discounts, group tickets or other specialist products are advised to continue purchasing tickets through the TfW website, mobile app, ticket vending machines, station ticket offices or, where appropriate, directly from the Train Manager onboard.

TfW added that customers are encouraged to check journey prices using its online fare calculator before travelling and stressed that traditional ticket purchasing channels remain available alongside the new contactless payment system.

The debate reflects wider challenges facing rail operators as they modernise ticketing while ensuring new digital services remain accessible, transparent and fair for all passengers, particularly those who rely on concessionary travel or discounted fares.