(5.6.1.3, p122)
The Department requires a Franchisee who will deliver a high standard of customer services, including:
...
ix. Planning to deploy a trained and knowledgeable member of staff to provide information and customer assistance in a prompt and civil manner, in both normal and disrupted operation on-board every train in addition to the driver, except on routes and services where:
• All passengers boarding the train, including young people and others without access to a card that allows them access to funds immediately and electronically, will have had an opportunity to buy their ticket at the station prior to boarding, or will have such an opportunity on board the train;
• The effective collection of revenue, in particular from travel between stations other than the start and finish points of the service, will not be adversely affected;
• The characteristics of the service in question are such that the absence of a second member of staff will have no material impact on passenger perceptions of security, including anti-social behaviour; and
• All passengers on board are able to receive appropriate information about the train service.