Cfir Service Charter

Cfir won a tender to operate and maintain the Light Train on the Red Line.
 And in the future, also in the extension of the Red Line and in the operation and maintenance of the Green Line. The company employs about 300 employees, including train drivers, technicians, maintenance, control, and inspection staff members.

The line is 20.2 km long, with 35 passenger stations.
The Red Line route runs from Neve Yaakov in the north to Hadassah Ein Kerem in the south.

From time to time, Cfir will publish updates to the passengers regarding the Light Train's schedule.
Planned changes in the schedules routine shall be announced to the public at least 14 days before their actual application, changes resulting from unplanned events shall be announced at the earliest time possible.

Information regarding changes and updates to the Light Train schedule may be obtained via: the company's website, at the passengers' stations, on Facebook and at the company's Customer Service Center

This section presents the types of contracts (tickets) and how to purchase them.

The travel card gives its owner the right to travel between the Red Line stations in Jerusalem. Seated travel will be possible depending on the number of passengers on the train and is not a right that is included in the travel ticket.
Pursuant to the Railways Ordinance, 5775-2011, section 16, all passengers are required to purchase a suitable travel ticket and validate it before boarding the train. At each train station, there are vending machines for purchasing travel tickets (by credit or cash). Inside the train itself, there are devices, whereby the card must be validated.
It is mandatory to validate all types of tickets, including periodic travel arrangements, on each trip.
The Light Train operates under the definition of an "open system" The method is based on trusting passengers to purchase a travel ticket and validating it independently before boarding the train.
Passengers are asked to keep the validated travel ticket for inspection until getting off the train at the end of the journey.
 It is emphasized that it is not possible to purchase travel cards inside the train carriages but only at the designated vending machines or counter at the stations.
From time to time, ticket inspections are carried out by "train officials" who are certified representatives of Cfir (see details in the chapter on the conduct of the train and the Red Line stations). In compliance with the provisions of law, according to the Railway Regulations, 5772-2012, section 14, all passengers
are required to present their travel card to the "train official" if asked to do so. Passengers who have not validated the ticket will be charged an increased fee, which means: full fare plus a fine of ILS 180 according to the provisions of the law.
Passengers will be allowed to appeal the fine first to Cfir and then to the Committee at the Ministry of Transport in accordance with the Railway Ordinance, section 4.

All passengers have the right to contact Cfir through the various means of communication in order to express their opinion, present their request, recommendation or complaint regarding the services provided by the company.
Cfir undertakes to respond in writing within 7 business days if there is no need for an inspection, or 10 business days of the date of the application, if an inspection is necessary, to any application submitted to it in writing by
passengers

All passengers on the light rail are required to behave respectfully towards other passengers in stations and train cars. Discrimination based on religion, race, or gender is strictly prohibited.

The use of offensive language, aggressive behavior, or inappropriate conduct towards other passengers is forbidden.
"Priority Seating" – Priority should be given to elderly passengers, pregnant women, parents with children, and passengers with disabilities.
When the train stops at a station, follow the rule: "First let passengers exit, then board." Allow exiting passengers to leave before entering the train.

According to the Railway Regulations (2012), Section 15b, full attire is required while traveling on the train.
Traveling under the influence of alcohol or drugs is strictly prohibited. Smoking is strictly forbidden inside the train cars and station areas.

According to the Railway Regulations (2012), Section 17, passengers must avoid causing noise disturbances, and playing music is prohibited unless using personal headphones.

Passengers must not place their feet on the seats and should maintain cleanliness in train cars and stations. Graffiti is strictly forbidden.
Lying down on benches or the train floor is not allowed.
Damaging station and train property is strictly prohibited.
Posting advertisements, signs, or distributing flyers in train cars and stations is not allowed.

According to the Railway Regulations (2012), Section 9, emergency equipment such as fire extinguishers and emergency stop handles must not be used unless necessary.
According to the Railway Ordinance, Section 16, selling products inside stations or on the train is strictly prohibited.

Passengers must respect others and their privacy. Therefore, please avoid any behavior that may be considered disruptive, including loud conversations or soliciting for donations or begging.

Passengers who violate these guidelines, disrupt public order, or endanger the safety of passengers and travel will be removed from the train premises, and a complaint will be filed against them with the Israel Police.

The “Train Official" is an employee of Cfir: they wear railway uniforms, an employee badge and an ID.
 The role of the “Train Official" is first and foremost to assist you, the passengers, if necessary.
We invite you to contact him with any question, request or even at times of distress and to ask for his assistance if necessary.
The “Train Officials” are at your service! In addition, it is his job to make sure that order is maintained and that the laws are enforced.
According to the Railway Regulations, 5772-2012, section 14, the regulation confers powers upon the “Train Official" including the power to remove a person from the station or train at his discretion, maintain the order and correctness of operation of the Light Train and more.
It is the duty of the passengers in the area of the stations and the train to obey and follow the instructions of the “Train Officials", including identifying themselves if required to do so.

Passenger stations and train carriages are accessible to the disabled.

Entering the train carriages is easy and safe in light of the fact that the level of the platform height is parallel to the level of the height of the carriage's floor.
Passengers using wheelchairs or mobility scooters can move easily, comfortably and safely between the carriage and the platform and vice versa.
All types of wheelchairs are allowed to board the train carriages.
Entry with a mobility scooter is limited to a type A mobility scooter only up to 75 cm wide, up to 120 cm long and its net weight shall not exceed 130 kg.
For the avoidance of doubt, "scooter" means an electric motor vehicle, steered by a handlebar or a steering wheel, which maximum travel speed that does not exceed 12 km/h, which is intended to be driven by one person only. Inside the train carriages there are marked seating areas for people using wheelchairs or mobility scooters.

The Light Train carriages can also be boarded with an open stroller.

Thanks to the fact that the platform level at the stations corresponds to the height of the train floor, access to it is easy, convenient and safe for strollers. Strollers are free of additional charge.

According to the guidelines of the National Public Transport Authority, section 6.5, boarding a train with a bicycle or a scooter is possible during all hours of operation only when they are folded.
Non-folding bicycle or scooter must not be boarded on the train.
It is prohibited to board a bicycle or scooter onto the train on which ancillary facilities have been installed, such as a storage box, chair, etc.

The “Train Officer" has the authority to prohibit boarding the train with a bicycle or a scooter, or to instruct passengers to remove their bicycle or scooter from the train at the nearest station if they do not meet the above requirements.
Due to the danger, it shall be emphasized that it is strictly forbidden to ride bicycles in the station area and/or inside the train.

According to the Railway Regulations, 5772-2012, section 18A, it is possible to travel with animals on the Light Train, provided that it is of a size that allows it to be placed on its owner's knees or held in the owner's hands.
Dogs are required to wear a mouth barrier and be tethered to a leash.
Other animals must be inside a box or basket in a manner that prevents them from injuring or harassing other train passengers.

It should be emphasized that a guide dog that accompanies a blind person as well as a guide dog during its training period wearing a sweater with the caption "Guide dog in training", tied to a leash, is allowed to board the Light Train.

According to the Railway Ordinance, 5772-2012, Section 19A, passengers on the Light Train are allowed to carry with them luggage without the need for additional payment.
The luggage shall be placed, as much as possible, in the designated place, or adjacent to the carriage wall, or if such an option as aforementioned is not possible, close to its owner.
In any event, the luggage shall not be placed in a location which disturbs the passengers, the driver or the “Train Officers”.
It is prohibited to board with luggage on the train if it can cause a nuisance or damage to passengers or property, including causing dirt or spreading bad odors.

Before leaving the train carriage, make sure that you do not forget to take your personal items and luggage with you.

Passenger luggage, found without its owner, shall be transferred to the Lost and Found Center, which is located at the Cfir Customer Service Center (details may be found in the communication channels, the Customer Service Center). Cfir is not responsible for lost items found on board the train.
An object that is suspected of endangering the public shall be destroyed by the security forces.
Physical description of the luggage along with details of its location are entered into Kfir's information system in order to facilitate its tracking by its owners.
As far as the owner of the lost item can be identified, the company's employees shall try to initiate direct contact with the lost item's owner in order to return it to its owner.
If the lost item cannot be traced back to its owner, it will be kept in the lost and found warehouse for a period of up to four months, and will be delivered during this period to the applicant who will provide marks in accordance with the Restitution of a Lost Item Law 5733-1973, section 6.
At the end of this period, if the item is not required by its owner, it will not be kept in the "Lost and Found" warehouse and will be handled in accordance with the law and procedures of Cfir, compatible with the Restitution of a Lost Item Law 5733-1973, section 4.
In the event that passengers have lost luggage, it is recommended to contact the company's Customer Service Center via the link Lost Luggage Report Form.

At Cfir, our priority is to ensure the safety and security of all Light Train passengers and road users.
It is important to us that you reach your destination safely and without safety incidents during the trip or in the vicinity of the stations and tracks.
Therefore, we operate many crews who guard the safety of trains, stations and tracks 24/7.
The braking distance of the Light Train is greater compared to other vehicles, and unlike other vehicles, the Light Train cannot deviate from its track as it moves over rails.
There are clear safety instructions in the area of the stations and in the train carriages.
Take advantage of the time you're waiting for the train or the travel time to read the instructions.
In order for us all to enjoy the many benefits of the Light Train, it is important to maintain several key safety rules

Near the railway tracks - stop, look and pay attention. Attention should be paid to train traffic from both directions.
Listen carefully to the sounds of the train, the bell and the alarm horn. As you walk near the route of the tracks and at the stations: Avoid using a mobile phone and other distractions.

• Cross the train tracks only in a direct line and only after you have made sure that no train is approaching. It is prohibited to cross the existing safety fence near the tracks. Using a mobile phone and listening to music are distracting! Avoid using them near the tracks and stations.
  
• It is strictly prohibited to try and pass between two train carriages.
  
• It is strictly prohibited to cross the railway tracks when the train is at the station, neither in front of it nor behind it.
  
• Do not sit on the edge of the platform.
  
• The track area is intended for the Light Train only, entering this area is dangerous! It is prohibited to stand or walk in the area of the tracks and to ride a bicycle, scooter or any other vehicle over them. Riding on the railway tracks is prohibited; It is dangerous for riders, the train and its passengers.
  
• At the station - wait behind the safety line and do not cross it before the train comes to a complete stop.

• Vehicles are prohibited from entering a junction that is not available so as not to block the junction when the traffic light changes, and to interfere with the movement of the Light Train.
  
• At traffic lights, when the traffic light is red, stop in front of the stop line.
  
• Never stop your vehicle over the railroad tracks!
  
• Under no circumstances should you stop or leave a vehicle on the tracks, even for a short time.
  
• The high-voltage electrical system of the train is fed by high voltage. Be alert of the danger of electrocution.
  

• It is strictly prohibited to try and pass through the doors when they are closing.
  
• Do not attempt to hold the doors during its closing.
  
• Do not lean on the doors while traveling.
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• Do not disturb or distract the train driver! Only use the emergency call button to talk to the train driver during an emergency.
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• To prevent a fall while traveling standing, grasp the grip of the train
  

• Establishing and maintaining an advanced system for safety management and striving for continuous improvement in the level of safety.
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• Implement the safety instructions and procedures in all bodies of the organization.
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• Establish and maintain a self-control system to examine the appropriate and effective implementation of safety processes.
  
• Maintain the competence of the drivers and all those involved in the operation and maintenance of the train.
  
• Follow the instructions of the rail manager regarding safety and maintenance of the train and comply with all required regulations and standards.
  
• Conduct investigations of accidents and safety incidents in order to raise and improve the level of safety