Transfer Tickets - Issued, Refunds, Complaints, Policy

The request was successful.

Dear Transport for London,

I would like to seek information about the use of Transfer Tickets on buses when they are turned short or break down.

The number of transfer tickets issued per month over the past three years.

The number of complaints received over the lack of transfer tickets being provided per month over the past three years.

The number of complaints that resulted in a refund being issued per month over the past three years.

The amount of money refunded (a) to Oyster Cards (b) in cash/vouchers/other forms per month over the past three years

The process that drivers should follow to issue transfer tickets.

The process that passengers should follow if they are not issued with a transfer ticket.

A list of any routes or buses that cannot issue a transfer ticket.

Yours faithfully,

P Dixin

P Dixin left an annotation ()

This relates to the following FixMyTransport queries. I think it would be difficult to find out how much money is made from these mistakes but I think this would provide a useful stepping stone for helping passengers.

http://www.fixmytransport.com/campaigns/...
http://www.fixmytransport.com/campaigns/...

FOI, Transport for London

Dear P Dixin

 

TfL Ref:  FOI-1687-1112

 

Thank you for your email received by Transport for London (TfL) on 20
February 2012 asking for information about transfer tickets.

 

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

 

A response will be provided to you by 19 March 2012.

 

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

 

Yours sincerely

 

Graham Hurt

FOI Case Officer

 

FOI Case Management Team | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

 

show quoted sections

Dear Sir/Madam

You stated that you would provide me with a response to my FoI request (Transfer Tickets - Issued, Refunds, Complaints, Policy) by 19th March. Please could you provide me with an update ASAP?

Thank you

Yours sincerely,

P Dixin

Dear FOI,

Please can you give me some form of response into the FoI I have submitted into Transfer Tickets. You were due to send me a response by 19th March and you failed to respond to my prompt on the same day.

Please conduct an Internal Review.

Yours sincerely,

P Dixin

FOI, Transport for London

Our ref: IRV-144-1112

23 March 2012.

Dear P Dixin

Request for internal review

Thank you for your request for an internal review which was received by Transport for London (TfL) on 22 March 2012. Please accept my apologies for the delay in responding.

You have stated that you are dissatisfied with the handling of your request for information under the Freedom of Information Act and that you have to receive a response to your request.

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:

http://www.tfl.gov.uk/assets/downloads/f...

Every effort will be made to provide you with a response by 23 April 2012. 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.

Yours sincerely

Graham Hurt
FOI Case Officer

FOI Case Management Team | Transport for London
Windsor House, 42-50 Victoria Street, London SW1H 0TL
[TfL request email]

FOI, Transport for London

1 Attachment

Dear P Dixin

 

TfL Ref:  FOI-1687-1112

 

Thank you for your email received by Transport for London (TfL) on 20
February 2012 asking for information about transfer tickets. I apologise
for the delay in replying.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and TfL’s information access policy. I can confirm
that TfL does hold some of the information you require.

 

Please note that we are about to change the process for issuing transfer
tickets (now to be Transfer Vouchers). The mechanical process is simpler,
and drivers should issue them individually only to any passenger who has
paid a cash fare or used Oyster PAYG. On boarding the second bus, the
receiving driver should check the voucher (which is valid for 60 minutes
after issue), cancel it by tearing it half and return both halves to the
passenger. We expect this to be introduced over the next few months.

 

With regard to the specific question you have raised:

 

     The number of transfer tickets issued per month over the past three

     years.

 

We do not record how many transfer tickets have been issued.

    

     The number of complaints received over the lack of transfer tickets

     being provided per month over the past three years.

 

     The number of complaints that resulted in a refund being issued per

     month over the past three years.

 

We do not record complaints specifically under a category for transfer
tickets.  Any such complaints would be recorded under a general ‘tickets /
fares’ complaint category.  We are therefore unable to provide you with
information on the number of complaints received.

    

     The amount of money refunded (a) to Oyster Cards (b) in

     cash/vouchers/other forms per month over the past three years

 

We do not keep statistics which categorise refunds by the cause of
complaint, so we cannot provide information on refunds due to transfer
tickets. We believe the number of refunds given in response to passengers
having to pay a second bus fare because of a bus breaking down or being
turned short is a very small proportion of the total, which are
overwhelmingly in relation to maximum fares paid for rail travel.

    

     The process that drivers should follow to issue transfer tickets.

 

As explained to drivers on page 108 of the current bus drivers guide,
known as the ‘Big Red Book’:

·         ‘If your bus breaks down or is turned short of its original
destination, passengers can transfer onto any other London bus service
going the same way

·         Issue a ‘transfer’ ticket from the ticket machine (you do this
by issuing an inspectors ticket for ‘9999’) and give it to the driver of
the bus picking up your passengers. You may have to do this with more than
one bus, until all of your passengers have been picked up.

·         Make sure all of your passengers are safely aboard another bus

·         Remind passengers with Oyster cards that they should not touch
their card on the card reader when boarding the second bus’

The actual current process of issuing one of these tickets involves
pressing a button twice to bring up a menu of special tickets on the
ticket machine display, pressing a button to select an Inspectors Ticket,
entering ‘9999’ on a keypad and then pressing the ‘issue’ button.

 

     The process that passengers should follow if they are not issued

     with a transfer ticket.

 

Passengers should all be issued with a transfer ticket if the conditions
for issuing them are satisfied.

    

     A list of any routes or buses that cannot issue a transfer ticket.

 

There should be none. All bus drivers should be able to make transfer
ticket arrangements.

 

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 | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[1][TfL request email]

 

 

 

 

show quoted sections

P Dixin left an annotation ()

I didn't get all of the details I wanted. The big win is the change in process, which I think will be very interesting and much easier to implement on the ground when a bus being turned short. I do hope that this request helps people understand their rights if they are on a bus that terminates early in London.

FixMyTransport is certainly helping raise some very interesting issues.

Dear FOI,

Thank you for the response you issued to me.

Unfortunately, I require clarification on the following issue. I asked for

"The process that passengers should follow if they are not issued with a transfer ticket."

You responded with

"Passengers should all be issued with a transfer ticket if the conditions for issuing them are satisfied."

The problem I have with this is statement is that you state "should". I need to know what a passenger should do if they are not issued with one even if they should be issued with one.

Who should they contact?
What details do they need to supply?
How long do you expect a response to take?
Can they expect a refund as long as the conditions were met for the issue of a transfer ticket?

Thank you for your assistance so far.

Yours sincerely,

P Dixin

Sloane Peter, Transport for London

13 April 2012

 

Our reference: IRV-144-1112

 

Dear Mr Dixin

 

I am contacting you further to your request for an internal review of the
handling of your request for information under the Freedom of Information
(FOI) Act 2000.

 

Having reviewed the handling of your request, it is clear that, in failing
to provide you with a response within 20 working days, TfL has breached
the requirements of section 10 of the FOI Act. It appears that the delay
was the result of ongoing efforts to establish exactly what information
TfL did hold with respect to some of the questions contained within your
request, and therefore which of your questions we would be able to answer.
On behalf of TfL, please accept my apologies for the shortcomings in the
handling of your request, and for any inconvenience or frustration this
may have caused.

 

The review also noted that you have followed up this request in an email
of 1 April with respect to one part of the response. The review agreed
that the response should have been more detailed on this point and, in
particular, should have confirmed or denied whether there is further
recorded information on the process to be followed in the event that a
transfer ticket is not issued. This matter is being referred back to the
case management team and I can confirm that this query has been raised
with the business area as to whether there is further information and
whether it can be provided, with a response on this point should be being
prepared by the FOI case management team to send to you. However, if you
have not received any further response on this within the next two weeks,
please let me know and I will look into this further.

 

Once again, on behalf of TfL, please accept my apologies for the
shortcomings in the handling of your request. If you are not satisfied
with the outcome of this internal review to date, you can refer the matter
to the independent authority responsible for overseeing the operation of
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 ([1]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: [2][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
[3]Quick Guide or visit [4]Source for more information.

 

show quoted sections

 

References

Visible links
1. http://www.ico.gov.uk/
2. mailto:[email address]
3. http://source.tfl/pdfs/IA_QG1_Informatio...
4. http://source.tfl/OurCompany/Governance/...

FOI, Transport for London

1 Attachment

Dear P Dixin

 

TfL ref:  FOI-1687-1112

 

Thank you for your email received by Transport for London (TfL) on 1 April
2012 asking for clarification on the process that passengers should follow
if they are not issued with a transfer ticket.  I am sorry that my
previous response did not adequately address this point.

 

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and TfL’s information access policy. I can confirm
that TfL does hold the information you require.

 

The passenger should ask for a ticket from the driver of the bus from
which they are transferring, at the time the transfer takes place. If for
some reason the driver either refuses to give them a ticket, or does not
supervise the transfer personally, the passenger should take details of
the incident (time, place, route, what happened) and contact TfL Customer
Services, who will have the matter investigated.  Please note that if the
driver personally supervises the transfer of passengers to another bus,
there is no need for individual issue of transfer tickets, since
passengers will then have been able to complete their planned journey
without further payment.

 

The contact details for TfL Customer Services are:

 

Tel: 0845 300 7000 (08:00-20:00 Monday to Friday)
Web: [1]www.tfl.gov.uk/contact

Post: Customer Services, TfL London Buses, 4th floor, Zone Y4, 14 Pier
Walk, London SE10 0ES

 

Customer Services aim to respond to all complaints or enquiries within 15
working days.  Any request for a refund is considered on its own
individual merits, however we would expect a refund to be agreed if the
driver failed to issue a transfer ticket when they should have done so,
causing the passenger to incur additional costs.

 

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 | Transport for London

Windsor House, 42-50 Victoria Street, London SW1H 0TL

[2][TfL request email]

 

 

 

show quoted sections

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org