Thank you for your email received by us on 9 February 2017 asking for information about Oyster and contactless card usage.

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 /the information you require.

The Oyster and contactless pay as you go systems require customers to touch in and out in order to get the correct fare. In cases where customers have either not touched in or not touched out a maximum fare is charged as it is not possible to assess the correct fare without both touch in and touch out data. In the absence of a maximum fare there is an incentive to not touch the Oyster card properly in order to get a cheaper fare. This protects all users of public transport from the cost of fare evasion.

Where we are able to determine that a missing touch of an Oyster card was a result of either the system not working, for example as a result of a local power failure, or a result of an error on the part of the customer we provide automated refunds without the customer needing to contact us. Errors are assessed by analysing usage patterns on Oyster or contactless cards over a period of time. Customers can, of course, go online or call our local rate number to get a refund. The vast majority of refunds are automated. Our frontline staff have also been briefed to advise customers accordingly.

Information on incomplete journeys is made available on the transparency pages of our website here:

https://tfl.gov.uk/cdn/static/cms/documents/analysis-of-oyster-pay-as-you-go-journeys.xlsx

https://tfl.gov.uk/cdn/static/cms/documents/analysis-of-contactless-pay-as-you-go-journeys.xlsx

We have the following marketing messages relating to Oyster and contactless card usage:

Service Delay Refund – this message raises awareness of service delay refunds, when a customer might be eligible for one, and how to apply. This message is published on posters displayed in our network and in the press throughout the current financial year.

Touch in, touch out – these audio and poster messages raise awareness of the need to do this in order to pay the right fare and get the best value.

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

Jasmine Howard
FOI Case Officer
Information Governance
Transport For London

Hello Tfl FOI team,

I have a few questions on the failed touch ins/outs

1) in 2016, how many oyster card and contactless users failed to touch in or out and were charged the emergency/maximum fare? (Please split by oyster card and contactless users)

2) To how much does 1) add up in £ total? (Please split by oyster card and contactless users)

3) How many claimed their charge described in 1) back? oyster card and contactless users)

4) What's the total in £ the total that was not claimed back? oyster card and contactless users)

5) Where can I find guidance how to claim back the charge at the Tfl stations?

6) What efforts has Tfl made in 2016 to educate their users?

Thank you for your help, please respond within the FOI timelines.