Maximum fares paid for tap in/out errors and total figure
Request ID: FOI-4311-2324 Date published: 25 March 2024
You asked
Please could you share the total number of penalty charges issued to travellers using an Oyster or debit/credit card who did not tap in or out correctly in the calendar year 2023? Could you also please share the total amount paid in maximum fares for failure to tap in or out correctly over the same period?
We answered
Our Ref: FOI-4311-2324
Thank you for your request received on 23 February 2024 asking for information about tap in/out errors for customers using their Oyster or debit/credit cards. 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 hold the information you require. You asked: Please could you share the total number of penalty charges issued to travellers using an Oyster or debit/credit card who did not tap in or out correctly in the calendar year 2023? Could you also please share the total amount paid in penalty fares for failure to tap in or out correctly over the same period? All customers using pay as you go are required to touch in and out using the same card or mobile device to ensure that they pay the correct fare and avoid incomplete journeys. This is particularly important when using mobile devices as each device is treated uniquely. Any maximum fares charged for incomplete journeys are designed to reflect TfL’s inability to accurately charge the customer for their journey where they haven’t touched in and out (correctly). For most, if not all, of these incomplete journeys, a fare would be due for the journey made For the whole of 2023 there were 30.9m incomplete journeys after automated corrections in the system. Of these, 8.7m incomplete journeys were autocompleted in our system. It is not possible to identify journeys that were automatically corrected before any incomplete journey charges were applied. The remaining 22.2m journeys were charged maximum fares for incomplete journeys, totalling £164.7m. Please note that there may also be some additional refunds issued through our Contact Centre that are made before a journey is registered as incomplete on our system.
Where a customer does not touch in or out correctly with the same device, they will receive an incomplete journey charge. This is not a penalty charge, which would only relate when a customer has been stopped by revenue protection inspectors for travelling without a valid ticket or validated Oyster card or contactless device. Customers who believe they have paid the incorrect fare for a journey should visit the following page of our website which explains how to apply for a refund:
https://tfl.gov.uk/fares/refunds-and-replacements 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.
Yours sincerely
Gemma Jacob Senior FOI Case Officer FOI Case Management Team General Counsel Transport for London
