Cycle Hire - 24hr access statistics

JP Hussey made this Freedom of Information request to Transport for London

The request was partially successful.

From: JP Hussey

Dear Transport for London,

Could you please provide me with the number of purchased 24 hour
access periods that have been activated on Barclays Cycle Hire
where no actual journey has been made. Could this information be
broken down by month from the start of the scheme until the
present.

In relation to this, could you please provide me with the number of
refunds that have been provided to users who have activated a 24
hour hire period yet have been unable to make a journey.

Yours faithfully,

JP Hussey

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From: FOI
Transport for London

Our ref: FOI-0025-1112

Date: 07.04.2011

Dear JP Hussey

Thank you for your email received by Transport for London (TfL) on 7 April
2011 asking for information about Barclays Cycle Hire scheme.

Your request will be processed in accordance with TfL's Freedom of
Information Act 2000 procedure and a response will be provided to you by
11 May 2011 in accordance with the Act.

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

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From: FOI
Transport for London


Attachment Your right to appeal.pdf
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Our ref: FOI-0025-1112

Date: 11.05.2011

Dear JP Hussey

Thank you for your email received by Transport for London (TfL) on 7 April
2011 asking for information about the Barclays Cycle Hire scheme.

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and I can confirm that TfL does hold the information
you require. You asked:

1. Could you please provide me with the number of purchased 24 hour access
periods that have been activated on Barclays Cycle Hire where no actual
journey has been made. Could this information be broken down by month from
the start of the scheme until the present?

2. In relation to this, could you please provide me with the number of
refunds that have been provided to users who have activated a 24 hour hire
period yet have been unable to make a journey.

The system operates in such a way that an access period will not be
activated by a member or by an `online casual user' until a cycle is taken
out. Essentially, if no journey has been made, there will be no
`activation'.

However, once an access period is purchased by a `casual user' at a
docking station terminal it will be `activated' immediately.

Therefore, the answer to your question is:

(a) Zero for members and `online casual users'; and

(b) Provided in the table below for `casual users'.

The information in the table relates only to `casual users' who have
purchased a 24 hour access period directly at a docking station terminal,
but did not hire a cycle.

Please note that the Barclays Cycle Hire scheme was not available to
casual users until December 2010.

Month 24hr Access Period without a Users with a 24hr Access Period
hire from terminal without a hire that received a
refund
December 2010 844 22
January 2011 1235 30
February 1723 32
March 4381 44

If this is not the information you are looking for, 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

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

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From: JP Hussey

Dear FOI,

Thank you for your response. In the response you state that 'The
system operates in such a way that an access period will not be
activated by a member or by an `online casual user' until a cycle
is taken out'. Unfortunately this is not the case, and ultimately
the reason for my request.

The system appears to operate in such a way that when a user
attempts to access a cycle the 24hr period is initiated. However if
for some reason (faulty bike or comms failure etc) a cycle is not
released the 24hr period charge is still made to the user account.

This has happened to me on several occasions and I have been
unsuccessful in hiring a cycle even after trying multiple cycles
and docking stations, yet I am always charged for the 24hr rental
period.

The reason for my FOI request is to establish if this is a common
occurrence, and I believe based on my description above that my
initial query is still valid and I would be grateful if you could
provide the requested information.

Yours sincerely,

JP Hussey

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From: FOI
Transport for London

Dear JP Hussey

Thank you for your email.

I have forwarded your query to the Cycle Hire Team and I will contact you again as soon as I hear from them.

Yours sincerely

Matthew Towey | Information Governance Adviser
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

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From: FOI
Transport for London

Dear JP Hussey

I write to provide an update on this matter.

I can confirm that TfL's statement that the system operates in such a way that an access period will not be ‘activated’ by a 'member' or by an ‘online casual user’ until a cycle is taken out is incorrect. I am trying to find out whether we hold the information you requested for online casual users and those who opt to Auto Renew.

I will get back to you as soon as I have found out.

Kind regards

Matthew Towey | Information Governance Adviser
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

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From: FOI
Transport for London

06 June 2011

Our ref: IRV-015-1112

Dear Mr Hussey

The internal review of TfL’s response to your Freedom of Information request has been completed.

In response to your request we stated that the system operates such that an access period will not be ‘activated’ by a 'member' or by an ‘online casual user’ until a cycle is taken out. Essentially, if no journey has been made, there will be no ‘activation’. I can confirm that this statement is incorrect. It is activity at the terminal that starts the access period for casual users, either buying there for the first time or in the case of pre-purchased ones, using the terminal to get a release code.

Following the review we asked Serco a number of questions. Unfortunately, it would appear that they do not hold and/or cannot access the relevant data in order to fully respond to your request. We are happy to carry out further investigation but in light of the time requirements for responding to the internal review please find our questions and Serco’s response to each set out below.

From the start of the scheme to date:

1 (a) whether any members had an access period start due to ‘auto-renew’ who then did not actually complete a journey because no cycle was released; and
(b) how many of these members received a refund.

Unfortunately, we are unable to provide an answer to this question as Serco does not store the level/detail of information required.

2 (a) how many people who pre-purchased 24 hour access and activated it at the docking station did not actually complete a journey; and,
(b) how many subsequently received a refund.

Again there were difficulties in retrieving information regarding this question, as Serco does not have sufficient data. However, what Serco can state is that:

– There are currently 1,949 registered members with activated 24 hours access period who have not hired a bike (either as a result of unsuccessful attempt; or through no attempt etc)
– Out of the above group 433 customers (621 cases) received a refund. However, it cannot be concluded that this is as a result of a failed attempt

I hope this information is of assistance and I am sorry that our initial response was inaccurate. If you are dissatisfied with the outcome of this internal review, you can refer the matter to the independent authority responsible for enforcing the Freedom of Information Act at the following address.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

A complaint form is available on the ICO’s website (www.ico.gov.uk).

Yours sincerely

Matthew Towey | Information Governance Adviser
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

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