Oyster touching statistics at London Bridge NR on 28/10/2012

Mike Whitaker 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 encountered a problem on 28/10/2012 at the gatelines to platforms 1-6 at London Bridge NR, the part of the station controlled by Southeastern. At around 2330 I discovered that it was impossible to touch in on any gate or wide-gate validator either opposite the LU station entrance or at either end of the subway linking platforms 1-6 with the main concourse. All gates were locked open in the exit direction and the validators were set to bar entry, also only allowing exit.

In relation to this situation I would like to know the following statistics:

1) Number of touch ins recorded per hour from 1800 to 0200 the following day.
2) The time of the last one if as I suspect they did dry up.
3) Number of touch outs recorded per hour which resulted in an unstarted journey finishing at London Bridge NR.
4) Number of those same touch outs which occured within 15 minutes of a journey being ended at London Bridge LU station.

I would also like the same statistics for the gatelines leading to platforms 8-16 (the terminus platforms).

Yours faithfully,

Mike Whitaker

FOI, Transport for London

Dear Mr Whitaker
 
TfL Ref: FOI-1240-1213
 
Thank you for your email received by Transport for London (TfL) on 30
October 2012 asking for information about Oyster data at London Bridge
station.
 
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 27 November 2012.
 
In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.
 
Yours sincerely
 
Eva Hextall
FOI Case Officer
 
FOI Case Management Team
Corporate Governance Directorate
General Counsel
Transport for London
 

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FOI, Transport for London

Dear Mr Whitaker
 
TfL Ref: FOI-1240-1213
 
Thank you for your email received by Transport for London (TfL) on 30
October 2012 asking for information about Oyster data at London Bridge
station.
 
Your request has been considered in accordance with the requirements of
the Freedom of Information (FOI) Act and TfL’s information access policy. 
 
Unfortunately, from the description provided, we are unable to identify
the information you require for question 4.
 
To enable us to assist with your request, please provide a more detailed
description of the information you’re seeking. Question 4 is based on data
provided for question 3, for which we can provide a table of ‘unstarted’
Oyster journey counts by hour across platform group finishing at London
Bridge NR. However, to filter these for question 4, to provide the number
of these with a preceding  exit transaction at London Bridge London
Undeground 15 minutes earlier, results in no data. 
 
We can provide the number of exits at London Bridge London Underground
followed by an entry at London Bridge NR within 15 mins on the date and
within the time specified. If this is not the information you require
please can you provide more detailed description of the question to help
us locate the information you require.
 
Please note that the 20 working day deadline for responding to your
request will depend on when we receive satisfactory additional
information to help clarify your request.  
 
If we hear nothing further from you by 26 November 2012 your response will
be treated as a new request.
 
In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me.
 
Yours sincerely
 
Eva Hextall
FOI Case Officer
 
FOI Case Management Team
Corporate Governance Directorate
General Counsel
Transport for London
 

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Dear Ms Hextall,

Further to your response to my FOI request I will try to clarify what I mean in number (4).

During the problem period it was possible to touch out of London Bridge NR either by touching the exit reader after walking through the locked open gate or touching the validator adjacent to the wide access gates. If the card had previously been out of the Oyster system then that would result in an unstarted journey finishing at London Bridge NR. That is the statistic required for point (3) which I think you've understood.

Point 4 requires you to go back through the previous touching history to find any journey which ended at London Bridge LU within the preceeding 15 minutes. I would expect most of them to be a lot less than 15 minutes. I know there is at least one such occurence because my brother did it. The tube journey was from South Kensington to London Bridge LU between 2304 and 2324. At 2325 he had an unstarted journey finishing at London Bridge NR. If it helps, the Oyster card number ended with 3904 and is a standard adult PAYG card with no season tickets or railcards.

I trust that this information will help you to see what information I require. Please bear in mind that points (1) to (4) relate only to the gatelines leading to or from platforms 1-6. I understand this is NLC 5148. I have also asked for the same data relating to the gatelines for platforms 8-16 which is NLC 6336.

Yours sincerely,

Mike Whitaker

FOI, Transport for London

1 Attachment

Dear Mr Whitaker

 

TfL Ref: FOI-1240-1213

 

Thank you for your email received by Transport for London (TfL) on 30
October 2012 asking for information about Oyster data at London Bridge
station.

 

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. You asked for:

 

1)    Number of touch ins recorded per hour from 1800 to 0200 the
following day.

 

Please find the table below showing entries at London Bridge National Rail
between 18:00 and 02:00.

 

Hour Platforms 1-6 Platforms 8-16 Total
18 860 1123 1983
19 499 782 1281
20 450 655 1105
21 398 608 1006
22 32 524 556
23   221 221
24   1 1
TOTAL 2,239 3,914 6,153

 

2)    The time of the last one if as I suspect they did dry up.

 

Please find the table below showing the last recorded Oyster entry at
London Bridge National Rail - Platforms 1-6.

 

Entry Date/Time Device Platform Split
28/10/2012 22:03:00 GATE19 1-6

 

3)    Number of touch outs recorded per hour which resulted in an
unstarted journey finishing at London Bridge NR.

 

Please find the table below showing unstarted journeys finishing at London
Bridge National Rail on 28/10/2012 between 18:00 and 02:00.

 

Hour Platforms 1-6 Platforms 8-16 Total
18 98 72 170
19 41 63 104
20 34 37 71
21 26 29 55
22 120 26 146
23 55 6 61
24   1 1
Sum: 374 234 608

 

4)    Number of those same touch outs which occurred within 15 minutes of
a journey being ended at London Bridge LU station.

 

Please find the table below showing unstarted journeys finishing at London
Bridge National Rail following an exit at London Bridge LU < 15 minutes
earlier between 18:00 and 02:00.

 

Hour Platforms 1-6 Platforms 8-16 Total
18 4   4
19 2   2
20      
21      
22 43   43
23 24   24
24      
TOTAL 73 0 73

 

From the data it can be seen that on Sunday 28 October, the gates and
validators at the Southeastern section of London Bridge National Rail,
where gatelines 1 – 6 are situated, were all set to accept exits only
after 22:04. This is a rare and unusual situation and as you say,
customers were unable to validate correctly.  Some customers have already
contacted the Oyster Helpdesk to claim their refunds and we will organise
a refund directly to those who have not already claimed one.  This will
take a couple of days to process.

 

TfL are liaising with Southeastern to find out why this happened and TfL
will continue to work with the train operating companies to ensure that
incidents of this kind are minimised.

 

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

 

Eva Hextall

FOI Case Officer

 

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

 

 

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Dear FOI,

Thank you very much for providing this information, and also for immediately acting on it to redress customers who were wrongly charged.

Yours sincerely,

Mike Whitaker