Oyster card and disabled Railcard discount

[Kieran_MF135]

I bought a oyster card after being told they could add the disabled Railcard discount to it for me.

But staff at an Underground station refused, saying it was due to people using it fraudulently, that they can't add it. My disabled Railcard runs out in 2027.

But the second underground station I go to they were able to add it, and as such I received two charges for incorrect fare.

Upminster Bridge underground station said they couldn't add Railcard discount to oyster card, said Barking can

Barking station no longer did that.

I ended up going to West Ham, which then could be given then discount and told they should have added it before travel.

So much confusion over it; I am wondering if I have been misinformed?

I ended up with being charged incorrect fares then what I'm entitled to.

Just wondering about it as I messaged TFL and called them asking about how I get oysters and discount added I was told it could be done when I brought the oyster so have I been sent a run around and miss information

Also my Oyster card is being used in conjunction with disabled English bus pass, so I only use the Oyster for tube, DLR and other rail services.

 

[Hadders]

Any Underground station is supposed to be able to add the discount. Unfortunately some staff like to make up their own rules and claim it can't be done, or refuse to look up how to do it if they're not sure how to do it.

Good that you managed to get the discount added but please do raise a formal complaint with London Underground as this sort of attitude from staff needs stamping out.

 

[DaveB10780]

I have added a disabled railcard later on the same day of travel because I forgot it had expired on Oyster. When I checked my account the next day the discounts were correct for all travel on the previous day even before the card was added. We have also done the same with a 16-25 railcard.

 

[yorkie]

Indeed I would raise a complaint.

The staff who misadvised you are not doing their jobs properly; sadly this is not anywhere near as uncommon as it should be.

This is due to inadequate training provided by the company, and insufficient safeguards being in place to detect and avoid such problems occurring.

If the company was run in an appropriate way, regular 'mystery shopping ' activities would detect this behaviour, and appropriate disciplinary investigations and correctional training sessions would put matters right.

The chances of that actually happening are, however around about zero.

 

[Kieran_MF135]

Any Underground station is supposed to be able to add the discount. Unfortunately some staff like to make up their own rules and claim it can't be done, or refuse to look up how to do it if they're not sure how to do it.

Good that you managed to get the discount added but please do raise a formal complaint with London Underground as this sort of attitude from staff needs stamping out.

Will be doing and asking for the correct fare I'm entitled to be charged for it.