The future of ticketing

18 November 2011

This report calls for guarantees from Transport for London that its plans to introduce ‘wave and pay’ ticketing – starting with buses in Spring 2012 - will provide the highest possible level of security, and that no passengers will miss out on the cheapest fares.

While some passengers may welcome the convenience of using a contactless bank card to pay for travel, our Transport Committee is concerned that the one in five people who do not have a credit or debit card could miss out on cheaper fares offered on the contactless system.

The Committee also questions some of the assumptions in TfL’s business case and the robustness of its projections for the savings the scheme will deliver.

The report draws on the results of a survey conducted by Which? to reflect passengers’ own views and concerns about contactless payment, particularly around security and the safety of their personal data.

‘The future of ticketing’ sets out five key principles TfL should adopt in order to maintain passengers’ trust and ensure its ticketing policy is fair and flexible:

  • Any new ticketing system must provide the highest possible security for passengers’ personal information.
  • Passengers should be supported to use any new system by trained staff and an adequately staffed customer service centre.
  • Passengers should have access to detailed break-downs of their transport expenditure, and information provided to TfL should be kept confidential unless otherwise agreed to by customers.
  • Those on low incomes should not miss out on the lowest fares because they do not have a bank card.
  • Any new ticketing system should, as far as possible, be compatible with those provided by other transport operators.

The Committee calls on TfL to report back on a range of issues, and has referred the business case to IIPAG, the panel that advises on TfL’s investment programme, for an independent assessment of the underlying assumptions, costs and benefits.   

Watch a short video about the report's main findings:

Read the report, and the evidence we received: