Request ID: FOI-3738-2324 Date published: 07 February 2024
You asked
1. In the last six months, how many refunds have been requested as a result of mixed-device payments?
2. Of customers requesting refunds as a result of mixed-device payments in the last six months, how many had more than two incomplete journeys per month?
We answered
Our Ref: FOI-3738-2324 Thank you for your request received on 22 January 2024 asking for information about mixed-device payments.
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 that we do not hold the information you require. You asked:
1. In the last six months, how many refunds have been requested as a result of mixed-device payments? 2. Of customers requesting refunds as a result of mixed-device payments in the last six months, how many had more than two incomplete journeys per month?
If a customer has not touched out at the end of their journey and been charged a maximum fare, and the journey history of the card suggests an occasional failure to touch out, we try to use the card history to work out their likely destination. If they are due a refund, it is loaded back onto their Oyster card the next time they touch in or out at the station they use most often. The number of these refunds is published on our website:
