Number of incomplete journeys completed at Bank station on the Waterloo and City Line at peak times compared to the overall average
Request ID: FOI-1990-1819
Date published: 18 December 2018
You asked
I would like to see a number for incomplete journeys at Bank station for customers using the Waterloo and City line at peak times due to no tap in at the start of the journey (at Waterloo) over the past year. I believe that users of this line are being unfairly charged for incomplete journeys due to it being nigh on impossible to tap into the line at the start of the journey, despite obvious data that they have just tapped out at Waterloo NR station, and have completed their W&C journey within 20 minutes of this tap out.
We answered
Our ref: FOI-1990-1819
Thank you for your request received by Transport for London (TfL) on 30 October 2018 asking for information about incomplete journeys at Bank station. I am sorry for the delay in replying.
Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy.
Unfortunately we are unable to provide you with the number of incomplete journeys requested as this would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004. We are currently unable to run a report showing the sequence of taps that would result in the outcome that you have described. In order to compile this information we would have to write new software code, which would then have to be checked to ensure quality all of which would take a considerable amount of time.
Under section 12 of the FOI Act, we are not obliged to comply with requests if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. In this instance, we estimate that the time required to answer your request would exceed 18 hours which, at £25 per hour (the rate stipulated by the Regulations), exceeds the ‘appropriate limit’.
However, we are aware of this issue and there is currently a project in hand, which amongst other benefits will ensure that Oyster users are refunded when this series of taps arises.
If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.
Yours sincerely
Melissa Nichols
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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