Cycle Hire - mistaken penalty charges (2)

MQT on 2014-11-19
Session date: 
November 19, 2014
Question By: 
Caroline Pidgeon
Liberal Democrats
Asked Of: 
The Mayor


Please provide details of the number and the total value of refunds issued for mistaken penalty charges on Cycle Hire for each year since the scheme was launched.


Answer for Cycle Hire - mistaken penalty charges (2)

Answer for Cycle Hire - mistaken penalty charges (2)

Answered By: 
The Mayor

Please see the attached spreadsheet in Appendix 4.


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


TfL and I are pleased that for the over 35 million hires on the scheme to date, the number of refund requests remains extremely low.


Table 1 - Data from July 2010 to 13 September 2013 prior to the current billing system. TfL was unable to differentiate between Late Return and Non Return charges/refunds during this period.


Table 2 – Non and Late Return charges and refunds after current billing system was introduced.


I’m afraid there is no data available between 16- 22 September 2013 due to system upgrades.