Request ID: FOI-3525-2223 Date published: 13 April 2023
You asked
Dear Transport for London,
I am writing to request information regarding Transport for London's (hereafter 'TfL’)’s ticket inspectors and the inspection of mobile and contactless payment methods by inspectors:
I request the following information:
1. Are ticket inspectors are able to validate on the spot the fact that a customer has ‘tapped-in’ with Google Pay, when the inspector and the customer are onboard a London Overground train ?
2. Can ticket inspectors onboard London Overground trains successfully validate mobile payment methods such as Google Pay, even if the customer has not registered the details of the contactless payment cards associated with the mobile payment method beforehand with Transport for London via an online account on the TfL website?
3. What evidence is acceptable for ticket inspectors to confirm on the spot onboard a London Overground train, that that a customer onboard the train claiming to have tapped-in with Google Pay to pay for the journey, has indeed tapping-in via Google Pay before commencing the journey onboard the train?
4. Is there an obligation for users of the London Overground to register their contactless payment cards used for mobile payments, with Transport for London (TfL) prior to travelling on London Overground trains?
5. Is the TfL aware of instances where devices carried by ticket inspectors onboard London Overground trains to check the validity of customer tickets, have failed to confirm the validity of pay-as-you-go payments made via Google Pay by customers
I am willing to clarify any details of the request that may be unclear. I look forward to your response.
Yours sincerely.
We answered
TfL Ref: FOI-3525-2223
Thank you for your request received by Transport for London (TfL) on 28th March 2023 asking for information about ticket inspection on the London Overground.
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. Your questions are answered in turn below:
Question 1. Are ticket inspectors are able to validate on the spot the fact that a customer has ‘tapped-in’ with Google Pay, when the inspector and the customer are onboard a London Overground train?
Answer: When inspecting contactless payment methods - including Google Pay - the inspection device will simply display whether the method of payment was accepted or declined.
Question 2. Can ticket inspectors onboard London Overground trains successfully validate mobile payment methods such as Google Pay, even if the customer has not registered the details of the contactless payment cards associated with the mobile payment method beforehand with Transport for London via an online account on the TfL website?
Answer: Please see the answer to Question 1 above and the other answers below.
Question 3. What evidence is acceptable for ticket inspectors to confirm on the spot onboard a London Overground train, that that a customer onboard the train claiming to have tapped-in with Google Pay to pay for the journey, has indeed tapping-in via Google Pay before commencing the journey onboard the train?
Answer: Inspectors are not able to determine specifically whether someone has tapped in at the station prior to boarding a train. They are only be able to determine whether the card presented (including Google Pay) was accepted.
Question 4. Is there an obligation for users of the London Overground to register their contactless payment cards used for mobile payments, with Transport for London (TfL) prior to travelling on London Overground trains?
Answer: There is no obligation to register a contactless card (i.e to create an account) with TfL. However, if you create an account you will be able to check your payment and journey history, get email alerts, apply for refunds and pay unpaid fares.
Question 5. Is the TfL aware of instances where devices carried by ticket inspectors onboard London Overground trains to check the validity of customer tickets, have failed to confirm the validity of pay-as-you-go payments made via Google Pay by customers
Answer: See answer to Question 1 above. The inspection device will simply display whether the method of payment is accepted or declined. Note that where a previous payment for travel on TfL services has not been honoured the payment method will be placed on a ‘deny list’ until payment has been received.
The TfL Conditions of Carriage, published on our website via the following link, provides more general information about payment methods on TfL services:
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
