TFL refunds

Meeting: 
MQT on 2019-06-20
Session date: 
June 20, 2019
Reference: 
2019/12137
Question By: 
Tom Copley
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

Will you ask TfL to make it easier for people who touch in with the wrong contactless card to obtain refunds online, including being able to cancel journeys begun with the wrong card, or ‘port’ them across to another registered card once completed so that daily caps still apply?

Answer

TFL refunds

TFL refunds

Answered By: 
The Mayor

Transport for London (TfL) already offers an excellent online claim service that covers most customers’ needs, and also seeks to automatically refund customers where it appears a genuine error has been made, and where a “touch in “ or a “touch out” is missing.

It would be very expensive to develop the online claim service to cover every refund scenario, and would detract from the ease of use of the website.

TfL frequently reminds customers of the importance of touching in and out with the same card, for instance in station public address announcements.