Request ID: FOI-2274-2324 Date published: 18 October 2023
You asked
Should the customer be alerted if their contactless card has failed a revenue inspection whilst the card is under inspection.
We answered
TfL Ref: FOI-2274-2324
Thank you for your request received by Transport for London (TfL) on 26th September 2023 asking for information about our revenue protection procedures.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Should the customer be alerted if their contactless card has failed a revenue inspection whilst the card is under inspection?”.
I can confirm that we hold the information you require, although it is not entirely clear what you mean by “alerted” (for example, whether this means that you should be informed by the inspecting officer or whether you are referring to an automated alert). In any event, the response below explains the process of inspection.
Inspections are carried out by officers using a ‘Revenue Inspection Device’ (RID). All the RID shows when inspecting a customer’s Contactless Payment Card is whether or not the customer has tapped in successfully when boarding or not, and/or whether the customer’s card is on the TfL “Deny List”. If the card is on the Deny List it means they have not paid for the journey. The card is only declared invalid at the moment of inspection if it features on the TfL Deny List. Customers are alerted to a valid or invalid tap when they tap on the yellow card reader when entering the station. An amber light on a yellow or pink card reader means that it is ready to check a contactless payment card. If no light is displayed, the reader is not working. If it is not working, the customer should use one that is. When touching in on the reader a green light, accompanied by one beep, means that the contactless payment card has been accepted for travel. A red light, accompanied by two beeps, means the contactless payment card has been rejected. A customer must not go further until either the contactless payment card has been accepted for travel or they have paid for the journey by different means
There is no automated (app or email) alert provided to a customer when a card is inspected. If the Inspector believes the customer has not paid for their journey after inspection by the RID they will inform the customer verbally of this fact and complete a Travel Irregularity Report.
The link to our website below explains why a Contactless Payment Card may not be accepted:
If this is not the information you are looking for 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
