The fare transaction is often the most direct contact between operating personnel and the customer, and therefore warrants attention by agency management. A fare policy reflects an agency's goals and objectives, and addresses the transit fare structure, fare prices, and tariff rules. The synthesis is based on information obtained by surveying 18 selected U.S. transit agencies. For areas of particular interest, survey information was supplemented by phone calls or on-site visits. In general, operators are trained on fare collection policy as part of their initial indoctrination.
Additional training is done as needed because of fare changes or individual circumstances.
The training programs include how to collect the fare, rules governing the various fare media and the prices of each, and any special services. Operators are given the tariff, rule books, and standard operating procedures. Training is usually done by the agency's internal training department or through the agency's operations department. The majority of the respondents seem satisfied with their respective operator training programs. All of the survey respondents have an exact fare policy.