Cycle Hire - mistaken penalty charges (1)

Meeting: 
MQT on 2014-11-19
Session date: 
November 19, 2014
Reference: 
2014/4147
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor
Category: 

Question

I have received many complaints from users of the Cycle hire scheme of being charged £150 for non-return of cycles when they are confident the cycle has been safely docked. Once these complaints are raised with TfL, the vast majority of charges are refunded. Can you explain why so many users are mistakenly being charged?

Answer

Answer for Cycle Hire - mistaken penalty charges (1)

Answer for Cycle Hire - mistaken penalty charges (1)

Answered By: 
The Mayor

TfL is not aware of any problems with the billing system for the cycle hire scheme.

For example, over August and September 2014 there were 2,113,890 hires. In August, less than 0.3 per cent of all hires resulted in a refund, with just 0.17 per cent in September.

This very small percentage primarily consists of customers who didn't dock a bike correctly at the end of a hire or misunderstood the pricing of the scheme. It is therefore important that customers dock their bike within the allotted bike access period, making sure they receive a green light.

Even when charges are correctly applied, TfL generally issues refunds on a first time discretionary one-off basis, as a sign of goodwill, providing there is a valid reason to do so.

TfL encourages customers to contact them directly for resolution of any queries.  This can be done via TfL's website at http://www.tfl.gov.uk/roadusers/cycling/14808.aspx or via telephone on 0343 222 6666.