Maximum Tube Fare Refunds

[themeone]

I've been charged maximum tube fare incorrectly. It was on the return leg of a journey between East Croydon and Hanwell where, for some reason, my Oyster touch-in did not register at Paddington.

The Tfl website says maximum fares are sometimes automatically refunded. Does anyone know how long this process takes? The travel took place on 11 Feb, and has not so far been refunded.

 

[swt_passenger]

Can you add a bit of detail about your onward route from Paddington please?

Unless someone can correct me I don't think there is a concept of a return leg on PAYG, it would be better described as a Hanwell to East Croydon journey. What I'm getting at is that the auto completion probably isn't clever enough to look at the whole day's journey history to work things out, it just looks for repeating occurrences of a potential journey that it can match up form previous days.

Presumably your journey history shows Hanwell (in) to Paddington NR (out) is OK for a start, and if you then failed to register touching back in at Paddington the OSI* would not work; so where was your next registered touch out?

(* If you didn't already know, an OSI is an out of station interchange - where successive touches out and in are linked to form one journey. In this case Paddington NR and Paddington LU)

 

[yorkie]

It would be good to see a screenshot from your account.

Journey was Hanwell to East Croydon by the sound of it, and I am guessing it was

• Hanwell-Paddington
• Paddington-Victoria (changing Oxford Circus presumably, as taking the Bakerloo/Vic tube lines is much faster than by sub-surface Circle line, but doesn't really matter for this query)
• Victoria-East Croydon

Did the gate open at Paddington LU, or were the gates already open? Did you get the green light?

 

[themeone]

Yorkie, yes that's exactly how it was. Screenshot below:

 

[yorkie]

Should be a straightforward one for the Oyster helpline then! Let us know how you get on.

 

[themeone]

It's all sorted, thanks. I was really just wondering if this sort of thing gets automatically refunded, but perhaps not.

 

[gray1404]

TfL customer service line tend to be excellent and good at resolving problems over the phone.