Your recent decision to stop issuing paper tickets on buses.

Albert Weston made this Rhyddid Gwybodaeth request to Transport for London

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Roedd y cais yn llwyddiannus.

Dear Transport for London,

At some point recently you have stopped issuing paper transfer tickets when a bus terminates early and you have stopped issuing paper negative balance tickets when a passenger goes in to their negative balance on the bus on their oyster card.

Could you please kindly answer these questions that are in regards to this matter:

1. On what date did you stop issuing paper transfer tickets on the bus when a bus has to terminate short of the destination?

2. What was reason that you have stopped issuing paper transfer tickets on the bus when a bus has to terminate short of the destination?

3. What is the policy now if a bus terminates short of the destination and the passenger has used up all the time on their hopper fare? Does the passenger have to pay again? Is there anything else in place to ensure that a passenger will not have to pay again if a bus terminates early?

4. How much money do you expect to save per year as a result of no longer issuing paper transfer tickets on the bus when a bus has to terminate short of the destination?

5. Why was there zero publicity anywhere advising passengers that you were going to stop issuing paper transfer tickets on the bus when a bus has to terminate short of the destination?

6. On what date did you stop issuing paper negative balance tickets on the bus when a passenger goes in to negative balance on their oyster card?

7. What was the reason that you have stopped issuing paper negative balance tickets on the bus when a passenger goes in to negative balance on their oyster card?

8. What happens now if a passenger goes in to their negative balance on the bus on their oyster card? Now that tickets are no longer printed how are they notified? Is there anything else in place to notify passengers that they have used their negative balance?

9. How much money do you expect to save per year as a result of no longer issuing paper negative balance tickets on the bus when a passenger goes in to negative balance on their oyster card?

10. Why was there zero publicity anywhere advising passengers that you were going to stop issuing paper negative balance tickets on the bus when a passenger goes in to negative balance on their oyster card?

Thank you very much.

Yours faithfully,

Albert Weston

FOI, Transport for London

Dear Albert Weston

 

Our ref: FOI-1858-2122/GH

 

Thank you for your request received by Transport for London (TfL) on 16
November 2021 asking for information about paper tickets on buses.

 

Your request will be considered in accordance with the Freedom of
Information Act 2000 and our information access policy, and we will issue
you with a response by 14 December 2021. We publish a substantial range of
information on our website on subjects including operational performance,
contracts, expenditure, journey data, governance and our financial
performance. This includes data which is frequently asked for in FOI
requests or other public queries. Please check
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

 

We will publish anonymised versions of requests and responses on the
[2]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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FOI, Transport for London

2 Atodiad

Dear Albert Weston

 

Our ref: FOI-1858-2122/GH

 

Thank you for your request received by Transport for London (TfL) on 16
November 2021 asking for information about paper tickets on buses.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold the information you require.

 

1. On what date did you stop issuing paper transfer tickets on the bus
when a bus has to terminate short of the destination?

Please see the attached driver notice that was issued about the removal of
printing functions.

 

2. What was reason that you have stopped issuing paper transfer tickets on
the bus when a bus has to terminate short of the destination?

The main reason is the COVID-19-secure assault screens in the driver’s cab
don’t allow printed tickets to be presented to customers anymore. The One
Hour Hopper also caters for terminated journeys

 

3. What is the policy now if a bus terminates short of the destination and
the passenger has used up all the time on their hopper fare? Does the
passenger have to pay again? Is there anything else in place to ensure
that a passenger will not have to pay again if a bus terminates early?

The drivers’ cabs are now largely sealed off to make them Covid secure, so
no transfer or one-more-journey tickets were being issued in practice. In
respect of the former, these are no longer required as the Bus Hopper
allows customers using Oyster pay-as-you go (PAYG) and contactless cards
to make further journeys within one hour at no extra cost. Other customers
may have asked for a transfer ticket out of habit but do not need one. In
respect of the latter, nearly all customers did not take their one-more
journey ticket and the electronic ticket machine (ETM) continues to make a
different noise to indicate the customer is getting their ‘one more
journey’. In the unlikely event the one-hour period for the Hopper ticket
is exceeded, then the customer can call the TfL Customer Contact Centre
for a refund.

 

4. How much money do you expect to save per year as a result of no longer
issuing paper transfer tickets on the bus when a bus has to terminate
short of the destination?

There is estimated to be a small overall saving to TfL of around £40k per
year by removing the printer functionality. But the main reason for
instigating this is that COVID-secure assault screens don’t allow the
printed tickets to be presented to the customer anymore.

 

5. Why was there zero publicity anywhere advising passengers that you were
going to stop issuing paper transfer tickets on the bus when a bus has to
terminate short of the destination?

There was no change in practice as the sealing of driver screens was
preventing this happening, hence why there wasn’t publicity either

 

6. On what date did you stop issuing paper negative balance tickets on the
bus when a passenger goes in to negative balance on their oyster card?

Around the time that cabs became sealed to afford more protection to bus
drivers which was around a year ago.

 

7. What was the reason that you have stopped issuing paper negative
balance tickets on the bus when a passenger goes in to negative balance on
their oyster card?

Please see the answers above.

 

8. What happens now if a passenger goes in to their negative balance on
the bus on their oyster card? Now that tickets are no longer printed how
are they notified? Is there anything else in place to notify passengers
that they have used their negative balance?

Please see the answer to question three. If they register their Oyster
Card online, they can use the Oyster app to see their balance. The
Electronic Ticket Machine (ETM) still makes the sound for an emergency
fare and this is also displayed on the customer screen on the ETM.

 

9. How much money do you expect to save per year as a result of no longer
issuing paper negative balance tickets on the bus when a passenger goes in
to negative balance on their oyster card?

Please see the answer to question four, which represents the overall
estimate saving.

 

10. Why was there zero publicity anywhere advising passengers that you
were going to stop issuing paper negative balance tickets on the bus when
a passenger goes in to negative balance on their oyster card?

Please see the answer to question five.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

 

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

 

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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