Oystercard Readers - Card Clash (1)

Meeting: 
MQT on 2014-02-26
Session date: 
February 26, 2014
Reference: 
2014/0498
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

Transport for London recently sent out an email communication warning Londoners about "card clash" problems with Oystercard readers. What records do Transport for London hold of the occasions where such "card clash" problems are detected? How many such events are recorded on average each day?

Answer

Answer for Oystercard Readers - Card Clash (1)

Answer for Oystercard Readers - Card Clash (1)

Answered By: 
The Mayor

TfL launched the Contactless Payment Card (CPC) option on the bus network in December 2012. The current communications campaign alerting customers of the potential for 'card clash' is to raise awareness in advance of the launch of CPCs to the rail network later this year.

On the bus network, when a card clash is detected, the customer will not get a green light to proceed; while on the tube network the gate will not open. Customers must then re-present the card they wish to use and then travel as normal. Customers are not penalised when this happens.

At the moment a very small percentage (roughly 1 per cent) of presentations on the bus network involve a card clash. In some isolated cases customers might present two cards to the reader but only one is detected - with the card that is charged not being the intended one. Around four refunds a day are being made to customers who have experienced this problem which is very low. Since their introduction, 1770 refunds have been made totalling £11,000.