Request ID: FOI-1793-2122 Date published: 03 December 2021
You asked
Having recently been denied exit from a London Underfground station when correctly using a National Rail ticket which included a 'cross-London transfer', I request copies of training or similar documents issued to LUL staff regarding acceptance of National Rail tickets bearing the "+" symbol in the Route field e.g. [Route: + ANY PERMITTED].
Furthermore, following a complaint to TfL Customer Services (Ref: xxxx) regarding refusal to accept my valid ticket, I was advised that "...feedback has been passed to North Greenwich station". Could you please advise what format this feedback took the form of and provide a copy if in an appropriate format.
For the avoidance of doubt, my reference to 'cross-London transfer' refers to tickets valid as stated under the [ Crossing London with tickets marked ''+" ] section of www.nationalrail.co.uk/times_fares/ticket_types/Travelling-to-london.aspx
We answered
TfL Ref: FOI-1793-2122
Thank you for your request received by Transport for London (TfL) on 9th November 2021 asking for information about cross-London tickets.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Having recently been denied exit from a London Underground station when correctly using a National Rail ticket which included a 'cross-London transfer', I request copies of training or similar documents issued to LUL staff regarding acceptance of National Rail tickets bearing the "+" symbol in the Route field e.g. [Route: + ANY PERMITTED].
Furthermore, following a complaint to TfL Customer Services (Ref: 15942588) regarding refusal to accept my valid ticket, I was advised that "...feedback has been passed to North Greenwich station". Could you please advise what format this feedback took the form of and provide a copy if in an appropriate format.”
I can confirm that we hold the information you require.
In answer to your first question, please see the attached extract from Ticketing and Revenue Book 8 Section 6, which provides staff with guidance on the acceptance of cross-London tickets.
In answer to your second question, please see the attached email chain. Note that under section 40 of the Freedom of Information Act the direct contact details of staff, and the name and contact details of any other third party, have been redacted on the basis that it constitutes personal data that would be unfair to release. Any information that may allow the staff member who was the subject of the complaint to be identified has also been redacted on the same basis (note that release of information under FOI is considered to be to the world at large rather than the individual applicant, and we publish responses on our website).
If this is not the information you are looking for, or if you are unable to access it for any 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,
David Wells FOI Case Officer FOI Case Management Team General Counsel Transport for London
