In the 12 months, how many oyster card users have claimed a refund due to faulty oyster card readers and to what value is the sum of these refunds?

George Day made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Transport for London,

I am writing to enquire about the following:

In the last 12 months (1 year) and if the data is available: for the years since Oyster has been introduced.

1) How many people have contacted TFL, by email, post or telephone, to request a maximum charge refund due to faulty oyster card readers or confusion over touching-in and out (e.g. confusion during an interchange between LU and National Rail or otherwise

2) What is the total sum of refunds that have been made due to the above?

3) What is the total sum of refunds that have been made due to other reasons, e.g. people forgetting to touch-out, despite it technically being their own fault.

Yours faithfully,
George Day

FOI, Transport for London

Dear Mr Day

TfL Ref: FOI-0532-1112

Thank you for your email received by Transport for London (TfL) on 26 July
2011 asking for information about refunds made to Oyster card users.

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy.

A response will be provided to you by 24 August.

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

Yours sincerely

Lee Hill
FOI Case Officer

FOI Case Management Team
Corporate Governance Directorate
General Counsel
Transport for London

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FOI, Transport for London

1 Attachment

Dear Mr Day

TfL Ref: FOI-0532-1112

Thank you for your email received by Transport for London (TfL) on 26 July
2011 asking for information about refunds claimed due to faulty Oyster
card readers.

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I
apologise for the delay in replying. I can confirm TfL holds some of the
information you require. You asked:

In the last 12 months (1 year) and, if the data is available, for the
years since Oyster has been introduced.

1) How many people have contacted TFL, by email, post or telephone, to
request a maximum charge refund due to faulty oyster card readers or
confusion over touching-in and out (e.g. confusion during an interchange
between LU and National Rail or otherwise

2) What is the total sum of refunds that have been made due to the above?

3) What is the total sum of refunds that have been made due to other
reasons, e.g. people forgetting to touch-out, despite it technically being
their own fault.

We are unable to determine if a refund is solely due to a faulty card
reader or failure to touch in or out by customers as specific coding does
not exist to capture or retrieve this level of detail on our system.
However, we do have a category called ‘entry/exit’ which covers any
requests asking for a refund of a maximum fare charge, including when a
touch in or touch out fails to register on a yellow Oyster card reader.
This can sometimes be an error by the Oyster card reader or by the
customer. The Oyster system is then unable to work out the correct fare
for the journey and therefore charges a maximum fare. From August 2010 –
August 2011 customers contacted TfL about ‘Entry/Exits’ 122,638
times, by letter, email and phone.

As we do not record refunds solely due to a faulty card reader or failure
to touch in or out by customers we are unable to provide the figures
requested in parts 2 and 3 of your request. However from August 2010 –
August 2011 we have refunded a total of £1,062,865.26 against the
‘Entry/Exit’ code.

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.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Lee Hill

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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