Oyster facilities at stations and up-to-date OSI List

Mike Whitaker made this Freedom of Information request to Transport for London

The request was successful.

From: Mike Whitaker

20 October 2011

Dear Transport for London,

I would like to better understand which stations can offer the full
range of Oyster services. This includes selling Oyster cards,
registering oyster cards, adding National Rail discount
entitlement, refunding deposits on surrendered oyster cards and
resolving explainable incomplete journey charges. I believe that
the simple answer is "most Underground stations". However, certain
Underground stations are run by National Rail TOCs (eg Barking,
Richmond, Wimbledon) and thus may not be able to do everything. So,
my questions are:

1) Which stations served by Underground trains are unable to offer
the full range of Oyster services, including the reason if it is
not because they are run by NR and the services that they can
provide?

2) What services can be carried out at London Overground stations?

3) Are there any stations served by London Overground that cannot
carry out all the services in (2)? Specifically I'm thinking of
stations south of Surrey Quays, but are there others?

4) What services can be carried out at Docklands Light Railway
stations?

5) What services can be carried out at the selected National Rail
stations with Oyster facilities (eg East Croydon)?

6) Which National Rail stations offer the services listed in (5)?
There is no need to include London Overground stations in this
list.

Finally, have there been any changes to the list of Out of Station
Interchanges which was dated May 2011? If yes, please provide the
current list including the time allowed to walk in each direction.

Yours faithfully,

Mike Whitaker

Link to this

From: FOI
Transport for London

20 October 2011

 
 
Dear Mr Whitaker
 
TfL Ref: FOI-0956-1112
 
Thank you for your email received by Transport for London (TfL) on 20
October 2011 asking for information about Oyster facilites at stations and
an up to date list of Out of Station interchanges.
 
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 17 November.
 
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
General Counsel
Transport for London
 
 
 
 
-----Original Message-----
From: Mike Whitaker [[1]mailto:[FOI #90273 email]]
Sent: 20 October 2011 01:12
To: FOI
Subject: Freedom of Information request - Oyster facilities at stations
and up-to-date OSI List
 
     Dear Transport for London,
 
     I would like to better understand which stations can offer the full
     range of Oyster services. This includes selling Oyster cards,
     registering oyster cards, adding National Rail discount
     entitlement, refunding deposits on surrendered oyster cards and
     resolving explainable incomplete journey charges. I believe that
     the simple answer is "most Underground stations". However, certain
     Underground stations are run by National Rail TOCs (eg Barking,
     Richmond, Wimbledon) and thus may not be able to do everything. So,
     my questions are:
 
     1) Which stations served by Underground trains are unable to offer
     the full range of Oyster services, including the reason if it is
     not because they are run by NR and the services that they can
     provide?
 
     2) What services can be carried out at London Overground stations?
 
     3) Are there any stations served by London Overground that cannot
     carry out all the services in (2)? Specifically I'm thinking of
     stations south of Surrey Quays, but are there others?
 
     4) What services can be carried out at Docklands Light Railway
     stations?
 
     5) What services can be carried out at the selected National Rail
     stations with Oyster facilities (eg East Croydon)?
 
     6) Which National Rail stations offer the services listed in (5)?
     There is no need to include London Overground stations in this
     list.
 
     Finally, have there been any changes to the list of Out of Station
     Interchanges which was dated May 2011? If yes, please provide the
     current list including the time allowed to walk in each direction.
 
     Yours faithfully,
 
     Mike Whitaker
 
     -------------------------------------------------------------------
 
     Please use this email address for all replies to this request:
     [FOI #90273 email]
 
     Is [TfL request email] the wrong address for Freedom of Information
     requests to Transport for London? If so, please contact us using
     this form:
 
     Disclaimer: This message and any reply that you make will be
     published on the internet. Our privacy and copyright policies:
     [2]http://www.whatdotheyknow.com/help/offic...
 
     If you find this service useful as an FOI officer, please ask your
     web manager to link to us from your organisation's FOI page.
 
 
     -------------------------------------------------------------------
 
 

References

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From: Mike Whitaker

22 November 2011

Dear FOI,

I was expecting a response to my request by Nov 17th 2011. Can you
please update me on progress, and perhaps respond with at least the
up-to-date OSI List?

Yours sincerely,

Mike Whitaker

Link to this

From: FOI
Transport for London

23 November 2011


Attachment Your right to appeal copyright.pdf
11K Download View as HTML


 

 

Dear Mr Whitaker

 

TfL Ref: FOI-0956-1112

 

Thank you for your email received by Transport for London (TfL) on 20
October 2011 asking for information about Oyster facilities at stations
and an up to date list of Out of Station interchanges.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I can
confirm TfL does hold the information you require. For ease of reference I
will address each question as outlined in your request:

 

1)    Which stations served by Underground trains are unable to offer the
full range of Oyster services, including the reason if it is not because
they are run by NR and the services that they can provide?

 

Unfortunately, we have not yet gathered the information required to answer
this part of your request. As soon as it is available we will pass it on
to you. I am sorry for any inconvenience this will cause.

    

2)    What services can be carried out at London Overground stations?

 

All London Overground managed stations can sell Oyster cards, apart from
stations on the Gospel Oak to Barking line that have Ticket Vending
Machines but no ticket offices.  Likewise, all London Overground managed
stations can register Oyster cards adding National Rail discount
entitlement and resolve explainable incomplete journey charges, except for
those on the Gospel Oak to Barking line, and former Southern stations on
the line from New Cross Gate to West Croydon, and New Cross Gate to
Crystal Palace.

    

3)    Are there any stations served by London Overground that cannot carry
out all the services in (2)? Specifically I'm thinking of stations south
of Surrey Quays, but are there others?

 

In addition to the exceptions referred to above in the answer to 2, no
London Overground station, only London Underground stations, can refund
deposits on surrendered Oyster cards.

   

     4) What services can be carried out at Docklands Light Railway
stations?

 

At DLR stations you can buy season tickets and add Pay As You Go credit at
the ticket machines. However, as the majority do not have ticket offices
you cannot purchase an Oyster card, resolve a journey and carry out other
ticket office based transactions.

    

     5) What services can be carried out at the selected National Rail
stations with Oyster facilities (eg East Croydon)?

 

Some National Rail ticket offices are Oyster equipped but not all are.
Some can issue pre-loaded Oyster cards with Pay As You Go value. As with
London Overground, the Train Operating Companies have some local business
rules which means that some will aim to refund Pay As You Go while others
won’t. Unfortunately we do not hold a full list of these.

    

     6) Which National Rail stations offer the services listed in (5)?
There is no need to include London Overground stations in this list.

 

Please see the answer to question 5.

 

7) Finally, have there been any changes to the list of Out of Station
Interchanges which was dated May 2011? If yes, please provide the current
list including the time allowed to walk in each direction

 

I can confirm there have been no changes to the Out of Station Interchange
list since May 2011.

 

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

 

 

-----Original Message-----
From: Mike Whitaker [mailto:[FOI #90273 email]]
Sent: 20 October 2011 01:12
To: FOI
Subject: Freedom of Information request - Oyster facilities at stations
and up-to-date OSI List

 

     Dear Transport for London,

    

     I would like to better understand which stations can offer the full

     range of Oyster services. This includes selling Oyster cards,

     registering oyster cards, adding National Rail discount

     entitlement, refunding deposits on surrendered oyster cards and

     resolving explainable incomplete journey charges. I believe that

     the simple answer is "most Underground stations". However, certain

     Underground stations are run by National Rail TOCs (eg Barking,

     Richmond, Wimbledon) and thus may not be able to do everything. So,

     my questions are:

    

     1) Which stations served by Underground trains are unable to offer

     the full range of Oyster services, including the reason if it is

     not because they are run by NR and the services that they can

     provide?

    

     2) What services can be carried out at London Overground stations?

    

     3) Are there any stations served by London Overground that cannot

     carry out all the services in (2)? Specifically I'm thinking of

     stations south of Surrey Quays, but are there others?

    

     4) What services can be carried out at Docklands Light Railway

     stations?

    

     5) What services can be carried out at the selected National Rail

     stations with Oyster facilities (eg East Croydon)?

    

     6) Which National Rail stations offer the services listed in (5)?

     There is no need to include London Overground stations in this

     list.

    

     Finally, have there been any changes to the list of Out of Station

     Interchanges which was dated May 2011? If yes, please provide the

     current list including the time allowed to walk in each direction.

    

     Yours faithfully,

    

     Mike Whitaker

    

     -------------------------------------------------------------------

    

     Please use this email address for all replies to this request:

     [FOI #90273 email]

    

     Is [TfL request email] the wrong address for Freedom of Information

     requests to Transport for London? If so, please contact us using

     this form:

    

     Disclaimer: This message and any reply that you make will be

     published on the internet. Our privacy and copyright policies:

     http://www.whatdotheyknow.com/help/offic...

    

     If you find this service useful as an FOI officer, please ask your

     web manager to link to us from your organisation's FOI page.

    

    

     -------------------------------------------------------------------

 

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From: Mike Whitaker

6 January 2012

Dear Transport for London,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of Transport for
London's handling of my FOI request 'Oyster facilities at stations
and up-to-date OSI List'.

I have tried to be reasonable given that most of my questions were
answered in time and we have had the Christmas and New Year
holidays, but I really must now ask why question 1 has still not
been answered.

A full history of my FOI request and all correspondence is
available on the Internet at this address:
http://www.whatdotheyknow.com/request/oy...

Yours faithfully,

Mike Whitaker

Link to this

From: FOI
Transport for London

9 January 2012

Our ref: IRV-099-1112
 
 
 
Dear Mr Whitaker
 
Request for internal review
 
Thank you for your request for an internal review which was received by
Transport for London (TfL) on 6 January 2012.
 
You have stated that you are dissatisfied with the handling of your
request for information under the Freedom of Information Act.
 
The review will be conducted by an internal review panel in accordance
with TfL’s Internal Review Procedure, which is available via the following
URL:
[1]http://www.tfl.gov.uk/assets/downloads/f...
 
Every effort will be made to provide you with a response by 3 February.
However, if the review will not be completed by this date, we will contact
you and notify you of the revised response date as soon as possible.
 
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
E-mail: [2][TfL request email]
 
 
-----Original Message-----
From: Mike Whitaker [[3]mailto:[FOI #90273 email]]
Sent: 06 January 2012 13:14
To: FOI
Subject: Internal review of Freedom of Information request - Oyster
facilities at stations and up-to-date OSI List
 
     Dear Transport for London,
 
     Please pass this on to the person who conducts Freedom of
     Information reviews.
 
     I am writing to request an internal review of Transport for
     London's handling of my FOI request 'Oyster facilities at stations
     and up-to-date OSI List'.
 
     I have tried to be reasonable given that most of my questions were
     answered in time and we have had the Christmas and New Year
     holidays, but I really must now ask why question 1 has still not
     been answered.
 
     A full history of my FOI request and all correspondence is
     available on the Internet at this address:
    
[4]http://www.whatdotheyknow.com/request/oy...
 
     Yours faithfully,
 
     Mike Whitaker
 
 
 
     -------------------------------------------------------------------
     Please use this email address for all replies to this request:
     [FOI #90273 email]
 
     Disclaimer: This message and any reply that you make will be
     published on the internet. Our privacy and copyright policies:
     [5]http://www.whatdotheyknow.com/help/offic...
 
     If you find this service useful as an FOI officer, please ask your
     web manager to link to us from your organisation's FOI page.
 
     -------------------------------------------------------------------
 
 

References

Visible links
1. http://www.tfl.gov.uk/assets/downloads/f...
2. mailto:[TfL request email]
3. mailto:[FOI #90273 email]
4. http://www.whatdotheyknow.com/request/oy...
5. http://www.whatdotheyknow.com/help/offic...

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From: Sloane Peter
Transport for London

17 February 2012

17 February 2012

IRV-099-1112

Dear Mr Whitaker

I am writing to you further to your request for an internal review of the handling of your request for information concerning Oyster facilities. I am sorry that I have not been able to provide you with a response sooner.

It is apparent that, while the response answered most of the questions you raised, TfL has breached sections 1 and 17 of the Freedom of Information Act 2000 in that
- the response failed to confirm whether or not TfL held information relevant to the first part of your request
- the response failed to provide any information that is held
- TfL has exceeded the statutory deadline of 20 working days in providing you with a response.

On behalf of TfL, I apologise for the shortcomings in the handling of your request. It is apparent that this was the result of failures by the London Underground Customer Services Centre to locate and identify information that is relevant to your request and their ongoing failure to provide further clarification to the case officer who was providing you with a response.

However, I have now been provided with some additional information that I believe may answer your query. The Customer Services team have confirmed that, for all stations with ticket offices operated by London Underground Limited the full range of Oyster services is available when ticket offices are open.

For stations served by London Underground (LU) but operated by National Rail or a Train Operating Company, TfL has no control over the range of Oyster services provided. The range of Oyster services tends to differ by station and the arrangements tend to be fluid (improving) over time. TfL does not hold details relating to the exact range of Oyster services at individual stations and, as mentioned, it is possible that the services have changed since you first made your request.

Our travel products team has informed me that the following stations are those which are served by LU, but which have a ticket office that is run by another body. I have also provided details of what company runs the ticket office:
• Ealing Broadway (First Great Western - FGW)
• Barking (c2c)
• Upminster (c2c)
• Willesden Junction (London Overground Rail Operations Ltd - LOROL)
• Kensington Olympia (LOROL)
• Richmond (South West Trains - SWT)
• Wimbledon (SWT)
• Heathrow Terminal 5 (Heathrow Express/British Airport Authority)
• Paddington Suburban (FGW) – Although, in this case a new LU ticket office currently under construction
• Finsbury Park – Although there is an LU office at one end of the station, the other entrance is serviced by First Capital Connect

You can find out further details about the range of Oyster services at National Rail stations by using the link below and searching on individual station names. The information that is publically available can be located under "Ticket Buying and Collection".

http://www.nationalrail.co.uk/stations_d...

Once again, please accept my apologies for the failings in the handling of your FOI request. However, if you are not satisfied with the outcome of this 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

Peter Sloane

Peter Sloane | Senior Information Governance Adviser (Enforcement and Complaints)
Information Governance | General Counsel | Transport for London
Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 4912 | E: [email address]

TfL has recently adopted an ‘information security classification scheme’ to help protect its information assets. If you work for TfL or one of its subsidiaries and want to find out how this affects you, see the new Quick Guide or visit Source for more information.

-----Original Message-----
From: Mike Whitaker [mailto:[FOI #90273 email]]
Sent: 06 January 2012 13:14
To: FOI
Subject: Internal review of Freedom of Information request - Oyster facilities at stations and up-to-date OSI List

Dear Transport for London,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of Transport for
London's handling of my FOI request 'Oyster facilities at stations
and up-to-date OSI List'.

I have tried to be reasonable given that most of my questions were
answered in time and we have had the Christmas and New Year
holidays, but I really must now ask why question 1 has still not
been answered.

A full history of my FOI request and all correspondence is
available on the Internet at this address:
http://www.whatdotheyknow.com/request/oy...

Yours faithfully,

Mike Whitaker

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #90273 email]

Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.whatdotheyknow.com/help/offic...

If you find this service useful as an FOI officer, please ask your
web manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

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