Our Ref:          FOI-1895-1819

Thank you for your request received on 22 October 2018 asking for information about contactless overcharging.
 
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we hold some of the information you require. You asked:
 
1.    Using a contactless card for TFL journeys, how many people were overcharged for the period September 2017 - 2018?
2.    Using a contactless card for TFL journeys, how many people were overcharged for the one month period prior to this FOI request?
3.    What is the largest single amount that has been overcharged in the last year? How long did it take to repay?
4.    What is the total amount that has been repaid in overcharged payments for the period September 2017 - September 2018? What is the total amount that has been repaid in overcharged payments for a one-month period prior to this FOI request?
5.    What is the single biggest reason why people are overcharged?
 
Transport for London (TfL) does not ‘overcharge’ customers. Our Contactless system is extensively tested and is known to charge customers correctly in accordance with TfL’s Conditions of Carriage. In cases where an entry or exit validation in missing a maximum fare is charged as set out in our Conditions of Carriage; TfL has no knowledge of whether or not the maximum fare charge is more than the fare for the journey actually made. We publish information regarding the number of maximum fares have been charged on our website:
 
https://tfl.gov.uk/corporate/publications-and-reports/oyster-card
 
In addition our aim is to minimise the need for customers to self-serve or contact us at all by adjusting fares automatically wherever it is possible to do so. We analyse the data collected from the Contactless system to adjust fares automatically where there has been an obvious error - for example when a customer uncharacteristically does not touch out on a journey or where it is clear that the ‘wrong’ card has been used. This daily process is automated and if the criteria is met we will adjust the fare accordingly so the customer pays the fare they should have. All TfL stations carry announcements and information about making sure that the same contactless bank card or mobile device is used to ensure customers pay the correct fare, and messaging is also available on the TfL website and via social media channels.
 
Since 1 April 2018 we have adjusted the fares of 3,482,000 Contactless journeys where the customer either has not touched in or touched out, and the fare due and/or likely location of the missing validation can be determined by the pattern of card use. The journey record is adjusted before the charge is determined, and therefore the customer is not charged a maximum fare for an incomplete journey. Where possible we apply the intervention before the contactless charge for the day is settled with the customer. However, in some instances we delay this by up to three days to allow for late data to be received and processed. For comparison, during the same period 332 million contactless journeys were made on the Tube and rail network.
 
6.    Why do some machines not register people tapping in and out?
7.    How often are the TFL in and out machines serviced?
 
Oyster/Contactless readers have their reliability monitored continuously and have a very high standard of reliability for such intensively used equipment. The availability of ticket machines, gates and yellow card readers at the point of purchase or at the point of travel averaged 99.5% across all modes in June 2018. Full performance details can be found on our website:
 
https://tfl.gov.uk/corporate/publications-and-reports/ticket-system-performance
 
Occasional failures do occur, often with the readers obviously out of service. Data communications issues can mean that, even with a fully functioning reader, the record of a validation can be delivered late to the central back office; where this occurs a retrospective adjustment to the customer’s charges takes place where possible. Records of validations can also be lost where the Contactless payment device is not presented to the reader cleanly.
 
8.    Is there an 'unclaimed amount' that TFL has of people who have not re-claimed their overcharged amount?
 
There is no such amount.
 
9.    Why does it take 3-5 days to return overcharged amounts to the accounts in question? Why not quicker given it's TFL's error?
 
When we make a payment to a customer’s card, the time taken for it to be processed is determined by the card issuer and is therefore outside of TfL’s control
 
If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.
 
Please see the attached information sheet for details of your right to appeal.
 
Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]