TfL Ref: 2443-1617
Thank you for your web request received by Transport for London (TfL) on 7 March 2017 asking for information about how much was raised in the most recent year from incomplete journey charges.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. I can confirm we do hold the information you require.
We ask that customers touch in and out which means we can guarantee to charge the correct fare while also reducing the cost to all Londoners of fare evasion.
We are constantly working to reduce the number of incomplete journeys, which we recognise are very often due to a simple oversight. Where we can, we give customers automatic refunds without needing to contact us. We also make it easy to obtain a refund online and through our local rate telephone number and regularly remind customers to touch in and out to guarantee the right fare. The maximum fare includes the amount that would have been due had the customer touched in and out.
During 2015/16 TfL refunded £21.4m to customers via its customer services channels. These refunds were given for a variety of reasons including incomplete journeys and automatic refunds.
The information you asked for is available on our website using the following links:
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
In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.
If this is not the information you are looking for, or if you are unable to access it for some 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
Sara Thomas
FOI Case Management Team
General Counsel
Transport for London
