FOI request detail

Overcharges due to incomplete journeys and TfL's internal investigations

Request ID: FOI-1921-2223
Date published: 28 November 2022

You asked
Dear Transport for London (TfL),   The following request is covered by the Freedom of Information Act 2000 (FOIA), which grants me the right to access official information held by TfL.   I am seeking to obtain the total number of complaints received by TfL from January 2022 to date concerning overcharges for incomplete journeys. I would also like to know whether TfL has conducted any internal investigations at any point in time to resolve the issue of overcharges due to incomplete journeys caused by using two different devices linked to the same account (e.g. a physical contactless card and its digital copy on Apple Pay). If so, could you please provide any documents attesting to any research conducted by TfL on the subject, or any type of recorded information (including computer files, letters, emails) showing that TfL has tackled the issue and attempted to solve it, and what the results of the research/investigation were. I would be grateful if could you provide the above in electronic formats such as .PDF or .XLS or .DOCX. Should the response require more than the 20-day timeframe, or the request be too laborious, I would appreciate it if you could call me on (REDACTED) and provide guidance as to how I could rectify my request. Kind regards,

We answered

TfL Ref: FOI-1921-2223

Thank you for your request received by Transport for London (TfL) on 8 November 2022.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold some of the information you require. You asked:

I am seeking to obtain the total number of complaints received by TfL from January 2022 to date concerning overcharges for incomplete journeys.
I would also like to know whether TfL has conducted any internal investigations at any point in time to resolve the issue of overcharges due to incomplete journeys caused by using two different devices linked to the same account (e.g. a physical contactless card and its digital copy on Apple Pay).
If so, could you please provide any documents attesting to any research conducted by TfL on the subject, or any type of recorded information (including computer files, letters, emails) showing that TfL has tackled the issue and attempted to solve it, and what the results of the research/investigation were.

Please see the complaints figures below;
  • Oyster complaints – 6093
  • Contactless payment card complaints - 5948
Unfortunately, we are unable to link the mobile phone and card transactions together, so we don’t know how many incomplete journey charges are related to this.  However, where the criteria is met to allow us to assume that it was a genuine error, we do automatically refund incomplete journey charges. 
We are aware of this issue and have identified a change to resolve it. The attached PDF document contains extracts from other documents that refer to the possible solution. 

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

Eva Hextall
FOI Case Management Team
General Counsel
Transport for London

Attachments

References to PAR.pdf

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