Notification

Frequently asked questions for free travel in December

Added: 26 November 2018

Here are answers to some questions about free travel in December for Cranbourne, Pakenham and Gippsland line passengers.

Metropolitan passengers

I saw a free travel announcement for December. What does it mean?

Buses have replaced trains on the Cranbourne and Pakenham lines for over 100 days this year due to upgrade works.

In recognition of this, passengers catching replacement buses on the Cranbourne and Pakenham lines between 1 December and 23 December will travel for free.

How do I know if I'm eligible for free travel?

If you catch a planned replacement bus on the Cranbourne and Pakenham lines between 1 December and 23 December, you're eligible to travel for free. 

A full list of the disruptions and dates can be found at Cranbourne and Pakenham lines: Buses replacing trains from Saturday 1 December to Sunday 23 December 2018.

If you're not eligible for free travel, you'll need to touch on and off your myki as normal.

How do I travel for free?

Don’t touch on your myki when you board a replacement bus.

When you get off a replacement bus at the last citybound stop, you'll receive a Free Travel Token from staff. These tokens give you free travel on all metropolitan trains, trams and buses within Zone 1+2 for the remainder of that week.

When you're carrying a Free Travel Token during the date range printed on the token, don't touch on or off your myki in metropolitan Melbourne. A new token will be issued each week of the works period.

How do these tokens work?

Collect a Free Travel Token from staff when you get off a replacement bus at the last citybound stop. Show your token to public transport staff, who'll accept it as a valid ticket for travel.

Don't touch on or off with tokens, but show them when requested by staff on the network, including Authorised Officers. 

Every week you catch a replacement bus, you'll need to collect a new Free Travel Token. Make sure you're travelling with a Free Travel Token that covers the date of your travel.

What do I do if I already have a myki Pass for this period?

If you travel with a weekly, monthly or annual myki Pass, avoid buying or activating your next myki Pass if possible. Simply use the Free Travel Tokens instead. Don’t touch on or off.

If you have an active myki Pass that covers the free travel period, you'll automatically be reimbursed. You'll be eligible if you regularly travel on the part of the line that is affected, and your myki Pass includes days overlapping with the free travel period. PTV will automatically reimburse these unused days back to you.

You'll see these additional days appear on your card before 30 January 2019. If you haven't received your reimbursement after this date, please submit a feedback form or call 1800 800 007.

What if I start my journey from a station outside the disrupted area?

If you're starting your journey from a station outside the disrupted area, you should touch on, travel to your destination, touch off, then apply for a reimbursement.

You can collect a Free Travel Token on the return leg of your journey, which will provide free travel for the rest of the week.  Once you have a valid token, don’t touch on or off during the period covered by the Free Travel Token.

What if I want to claim a reimbursement?

If you want to submit a reimbursement or feedback regarding free travel in December, visit the myki website.  Please include your myki card number, details of your travel and any additional travel information you can provide. 

Unfortunately reimbursement won't be provided via cheque or electronic fund transfer.

How long are the Free Travel Tokens valid for? Are they just valid for a day?

Tokens will have specific date ranges, as shown below. Expiry will be marked on tokens.  

  • Week 1: Saturday 1 December to Saturday 8 December (inclusive)
  • Week 2: Sunday 9 December to Saturday 15 December (inclusive)
  • Week 3: Sunday 16 December to Sunday 23 December (inclusive) 

How will I get through the gates at major train stations?

At gated stations, present your Free Travel Token to barrier staff, who'll open gates for you. 

Additional staff and signage will be in place to support passengers, especially during peak periods.

What should I do if an Authorised Officer asks to see my ticket or myki?

Authorised Officers know about free travel details during December and will be able to help if you have any questions. Please show your valid Free Travel Token to Authorised Officers if they ask to see it.

Authorised Officers may check the date range on your Free Travel Token to make sure it’s valid.

Is the token valid for travel on other train lines, trams and buses?

Yes, the token is valid for travel across the metropolitan network.  This includes any train, tram or bus within Zone 1+2 during the date shown on the token. 

Return to Free travel in December for Cranbourne, Pakenham and Gippsland line passengers.

Regional passengers

I saw a free travel announcement in December. What does it mean?

Coaches have replaced trains on the Gippsland line for over 100 days this year due to upgrade works.

In recognition of this, passengers catching replacement coaches on the Gippsland between 1 December and 23 December will travel for free.

How do I know if I'm eligible for free travel?

If you catch a planned replacement coach on the Gippsland line between 1 December and 23 December, you're eligible to travel for free.

A full list of the disruptions and dates can be found at Bairnsdale and Traralgon lines: Coaches replacing trains from Saturday 1 December to Sunday 23 December 2018.

How do I travel for free?

If you travel on the Traralgon and Bairnsdale lines, you'll travel for free between 1 December and 23 December.

Don’t touch on or off with your myki when catching a replacement coach.

If you're planning to continue your journey on a metropolitan service or a Gippsland town bus, collect a V/Line paper ticket from a staff member when you arrive in Melbourne. This V/Line paper ticket will allow you to travel in Zone 1+2, and on town bus services in the Gippsland region for the weekly period marked on the V/Line ticket.

You can book your ticket in advance on the V/Line website or by calling 1800 800 007.

If you're travelling on the Bairnsdale Line, book you ticket as normal and you'll receive a free V/Line paper ticket for your journey.

Can I still reserve a seat on Bairnsdale Line replacement coaches? 

The normal V/Line reservations process will continue during the period of free travel, helping you reserve a seat. The only differences are that you won't need to pay for your trip, and the reserved seat will be on a coach not a train.

The booking system has been updated to automatically calculate your fare including the free travel component.

How can I continue my journey on metropolitan services or town buses?

To continue your journey on a metropolitan service collect a V/Line paper ticket from a staff member when you get off a replacement coach at a metropolitan station. 

This V/Line paper ticket will allow you to travel in Zone 1+2, and on town bus services in the Gippsland region for the week marked on the ticket.   You can also book you ticket in advance on the V/Line website or by calling 1800 800 007.

What do I do if I already have a myki Pass for this period?

If you travel with a weekly, monthly or annual myki Pass, avoid buying or activating your next myki Pass if possible. Simply use the Free Travel Tokens instead. Don’t touch on or off.

If you have an active myki Pass that covers the free travel period, you'll automatically be reimbursed. You'll be eligible if you regularly travel on the part of the line that is affected, and your myki Pass includes days overlapping with the free travel period. PTV will automatically reimburse these unused days back to you.

You'll see these additional days appear on your card before 30 January 2019. If you haven't received your reimbursement after this date, please submit a feedback form or call 1800 800 007.

What if I start my journey from a station outside the disrupted area?

If you're starting your journey from a station outside the disrupted area, you should touch on, travel to your destination, touch off, then apply for a reimbursement.

You can collect a Free Travel Token on the return leg of your journey, which will provide free travel for the rest of the week.  Once you have a valid token, don’t touch on or off during the period covered by the Free Travel Token.

How will I get through the gates at major train stations?

At gated stations, present your V/Line paper ticket to barrier staff, who'll open gates for you. 

Additional staff and signage will be in place to support passengers, especially during peak periods.

What should I do if an Authorised Officer asks to see my ticket or myki?

Authorised Officers know about free travel details during December and will be able to help if you have any questions. Please show your valid V/Line paper ticket to Authorised Officers if they ask to see it.

Authorised Officers may check the date range on your V/Line paper ticket to make sure it’s valid.

Is the V/Line paper ticket valid for travel on other train lines, trams and buses?

Each V/Line ticket gives you onward travel within Zone 1+2, and on town bus services in the Gippsland region, for the weekly period marked on the V/Net ticket.  

If I travel between Lakes Entrance and Bairnsdale by V/Line coach, will I get that section free too?

Because free travel is only being given to passengers whose journey is disrupted by the upgrade works, the normal fare will apply for travel on scheduled V/Line coaches, including services to and from Maffra, Lakes Entrance, southern New South Wales and South Gippsland.

If you're connecting with replacement coaches at Bairnsdale, you'll travel free between Bairnsdale and Melbourne.

The booking system has been updated to automatically calculate the fare, including free travel.

Part of my trip starts from or continues to a regional destination beyond the metropolitan network. What if I start at Geelong and head to Traralgon, or start at Cranbourne and head to Geelong? 

Unless the V/Line station is within the metropolitan boundary, you'll need to touch on with your myki or book a paid ticket for the section where coaches aren't replacing trains.

Return to Free travel in December for Cranbourne, Pakenham and Gippsland line passengers