TAP2GO again

I travelled WBY to KNG via WIM using TAP2GO with a SNR loaded. SWR charged me a travel card cost of £19.30, I think it should be £10.90 or even £7.65


I touched in at WBY and out at KNG and again touched in at KNG and out at WBY. The gateline at KNG opened for exit and re-entry

An off peak day return would cost £10.90 with a railcard or £7.65 as an evening out return with railcard.

Pricing examples


SWR are saying I didn't touch in/out ant KNG. I suggested that CCTV should show me using the gates.
I'm worried that they are incurring additional cost to NR.
If this instrument isn't reliable I'll probably stop using it.

Mod note:
Please can you define your abbreviations (e.g. station/Railcard codes) the first time you use them, and provide a text description for images, as per our forum rules. Thank you.

== Doublepost prevention - post automatically merged: 22 Aug 2026 ==

Do you have a picture of your tap history in your SWR account? I can't see how they would determine that a Travelcard was applicable without some taps within London.

I would submit a Subject Access Request to SWR asking for a copy of the CCTV footage for when you entered and exited Kingston.

If you travelled on a Sunday then in any case the Off-Peak Day Travelcard would not be the correct fare to charge.

When did this all happen?

@mrg9999 if you post a screenshot of your smartcard journey history don't forget to redact your smartcard number and other personal details if need be.

It sounds like your Kingston taps were not transmitted to the back-office but a screenshot would help us to ascertain why SWR charged you for an Off-Peak Day Travelcard from West Byfleet.

Watershed said:

Mod note:
Please can you define your abbreviations (e.g. station/Railcard codes) the first time you use them, and provide a text description for images, as per our forum rules. Thank you.

== Doublepost prevention - post automatically merged: 22 Aug 2026 ==

Do you have a picture of your tap history in your SWR account? I can't see how they would determine that a Travelcard was applicable without some taps within London.

I would submit a Subject Access Request to SWR asking for a copy of the CCTV footage for when you entered and exited Kingston.

If you travelled on a Sunday then in any case the Off-Peak Day Travelcard would not be the correct fare to charge.

Click to expand...

That was an example, it was a Wednesday around 3pm
Outbound


It doesn't reconcile until about a day after travel.

== Doublepost prevention - post automatically merged: 22 Aug 2026 ==

I'm sorry, I used a CRS database

WBY - West Byfleet
KNG - Kingston
WIM - Wimbledon
TAP2GO - A SouthWesternrailway pay as you go travel instrument that works a bit like an oyster card

I've tried to update the alt text
with
outbound
12/08/2026 | West Byfleet to Kingston | 14:49 - 16:23
Time
Location
Type
Tap in
14:49
West Byfleet
Touch
Tap out
16:23
Kingston
Autofill

inbound
12/08/2026 | Kingston to West Byfleet | 16:24 - 17:35
Time
Location
Type
Tap in
16:24
Kingston
Touch
Tap out
17:35
West Byfleet
Touch

Hope it is correct

mrg9999 said:

It doesn't reconcile until about a day after travel.

Click to expand...

That'll be because the Tap2Go "traffic day" is defined as commencing 0430 / finishing 0429 the following day, so no fare calculations can be made within that interval.

mrg9999 said:

outbound
12/08/2026 | West Byfleet to Kingston | 14:49 - 16:23
Tap in
14:49
West Byfleet
Touch
Tap out
16:23
Kingston
Autofill

inbound
12/08/2026 | Kingston to West Byfleet | 16:24 - 17:35
Tap in
16:24
Kingston
Touch
Tap out
17:35
West Byfleet
Touch

Hope it is correct

Click to expand...

The three taps labelled touch are those successfully transmitted to the back-office, as should happen when the system works. Your Kingston tap-out is labelled autofill because for some reason it wasn't transmitted in time, so the back-office guessed you tapped out a minute before you tapped in. (Based on RTT I assume your actual tap-out was just before 1600.)

My guess is the 1-minute gap between assumed taps at Kingston somehow confused the system into not identifying your journey as a day return. On that note the Evening Out return restriction text on BR Fares says:


The correct fare for your journey is therefore the £10.90 Off-Peak Day Return.

Edvid said:

On that note the Evening Out return restriction text on BR Fares says:

Return Travel​
Not valid on trains timed to depart after 04:30 and before 19:01.

Click to expand...

That's certainly a new and most unwelcome restriction they've silently introduced. They clearly haven't thought it through because the text below still refers to it not being valid to board at Waterloo, Clapham Junction etc. between 4-7pm.