How to claim for disruption with Oyster PAYG

[Nick66]

On Tuesday my daughter was caught up in the disruption at Lewisham. She was travelling from Dartford to London Victoria which should have cost £3.80 peak with a 16-18 Zip Card. Her train was cancelled at Eltham so she had to get a bus to Mottingham followed by a train to Charing Cross and District Line from Embankment to Victoria. This was charged at a total of £5.75, £2.05 Dartford to Eltham £0.75 for the bus as we don’t live in a London Borough and £2.95 Mottingham to Victoria. No issues with the individual fares but tickets were being accepted on buses and tubes at no extra cost. I thought there might be an automatic correction as I have had myself in the past but nothing as of yet. Also, she has a claim for 100% Delay Repay from Southeastern; does she claim £3.80 and try to get the rest back from TfL or the £5.75 she paid?

 

[MikeWh]

Using Oyster on alternative routes when there is disruption is a constant source of complaints. However, in your case I would send the Oyster history for the whole journey and claim the lot from SE. There was no other way to make the journey and you were charged correctly. As it took more than an hour longer than it should have done you are entitled to the whole amount back.

 

[Nick66]

Thanks, sounds like the easiest route. I suppose if they only refund the £3.80 we can try the helpline for the rest.

 

[3rd rail land]

If the Oyster has not auto amended by now it is not going to if you wait any longer. In this case I wouldn't expect it to have.

As already mentioned make your claim with Southeastern, they operate the service that caused the issue, and use the Oyster journey history as evidence as it will list the amounts charged.