Failed OSI at Paddington

[Bavarian]

I got into a confusing situation recently traveling from Charing Cross to Ealing Broadway via Paddington.

After touching out of LU I intended to catch a service from platform 14. The gateline for platforms 12-14 was open, but I did touch in of course which later proved to be a mistake: reaching platform 14 I only saw the service pulling out of the station. The next service was from platform 11. I made my way there, gateline closed, so I had to touch in yet again.

Now my journey history reflects:
Charing Cross to Paddington LU 2.40
Paddington NR incomplete journey 2.80
Paddington NR to Ealing Broadway 2.50 (daily cap was reached)

So clearly the additional touch-in at Paddington broke the OSI there, splitting one journey in three, one of them incomplete, and overcharging 5.90 in total.

Just coming off the phone with TfL, they'll be mending this, but what exactly would've been the correct way to handle such a situation in the first place?

 

[paddington]

I don't think there is really any way to avoid this happening or "handle the situation" without getting in touch with TfL. When there were ticket offices at LU stations I believe they could cancel the touch in (at least I had a similar experience in the past which was instantly fixed at the ticket office)

 

[MikeWh]

but what exactly would've been the correct way to handle such a situation in the first place?

Touching back out from platforms 12-14 might have resolved the issue, although there is no internal OSI for Paddington NR listed. It appears there might be some work to do there.

 

[hassaanhc]

Touching back out from platforms 12-14 might have resolved the issue, although there is no internal OSI for Paddington NR listed. It appears there might be some work to do there.

There is an interchange within the barriers using the footbridge at the far end, but the existence of this is not obvious when using the concourse, and the separate barriers at this end can cause issues.

 

[Bavarian]

Touching back out from platforms 12-14 might have resolved the issue, although there is no internal OSI for Paddington NR listed. It appears there might be some work to do there.

I've been asking myself this question. Doing so would've caused a same station exit first, which would then have been voided by touching back in within 45 minutes.
But I doubt that this would have restored the original OSI. I assume the incomplete journey wouldn't be there, but still two separate ones for LU and NR instead of one.

In fact, I was unaware of that footbridge...