SWR Touch Smartcard

[winks]

Rather than start a new thread I have an “incomplete journey” flagged on my SWR smartcard which doesn’t recognise my destination - I may not have tapped out as Paddington didn’t have gateline - however I actually preloaded an off peak day travelcard from Basingstoke to Paddington. Which is showing in my account but Tap2Go has also registered an incomplete journey. How can I overlay the day travel card ticket to resolve the incomplete journey.

Any ideas please ? Thanks

 

[signed]

can I start my journey anywhere within the zones or does it have to be from a SWR statiion?

You can start your journey anywhere. Used a SE The Key Travelcard at Victoria Underground on first tap with no issues. All cards work the same way.

 

[winks]

I know I can start wherever I want but the fact is Tap2Go has registered an incomplete journey despite the same ITSO card having a pre bought ticket loaded onto it on the same day. Surely the software should recognise the pre-loaded ticket and disregard the Tap2Go element ?

 

[Haywain]

Surely the software should recognise the pre-loaded ticket and disregard the Tap2Go element ?

Impossible for it to do that without a tap out. You could have gone anywhere.

 

[Joe Paxton]

I know I can start wherever I want but the fact is Tap2Go has registered an incomplete journey despite the same ITSO card having a pre bought ticket loaded onto it on the same day. Surely the software should recognise the pre-loaded ticket and disregard the Tap2Go element ?

I think there's a bit of a muddle going on here winks - in the post above yours (#32) signed was responding to a question put by SWT_USER in a post (#30) they made almost a month ago - they weren't responding to your question!

That muddle aside, I agree that the back office should have 'seen' the pre-loaded ticket and so the Tap2Go side of things should not have even been activated - however it evidently hasn't worked as expected, so I think you have to take this up with SWR - hopefully someone on the smartcard team will then have a look at what's gone wrong.

How did you buy the Travelcard - was it from a TVM at Basingstoke, or from the SWR app / website?

 

[Vexed]

I may not have tapped out as Paddington didn’t have gateline

There is a requirement to always tap in and out if you have Tap2Go on the smartcard, even if you have an additional product loaded.

There are standalone TfL-style readers at the ends of the platforms which you can use to tap out with.

Oyster, however, doesn't have a requirement to tap in/out if you have a pre loaded Travelcard.

 

[winks]

Vexed, Thanks. My best bet is to phone SWR as they’ll charge me for that journey even though it’s covered by the pre-loaded ticket. To be honest this is complicated and a lot of hassle compared to even a paper ticket.

 

[SWT_USER]

You can start your journey anywhere. Used a SE The Key Travelcard at Victoria Underground on first tap with no issues. All cards work the same way.

Thanks, I've found out you can start from anywhere - useful as depending on where I'm going I sometimes start at Heathrow T4.

I know I can start wherever I want but the fact is Tap2Go has registered an incomplete journey despite the same ITSO card having a pre bought ticket loaded onto it on the same day. Surely the software should recognise the pre-loaded ticket and disregard the Tap2Go element ?

This is happening to me too. On two occasions now I've pre loaded an Ashford to London 1-6 travelcard and been incorrectly charged £1.45

The first time I complained I was told by SWR customer relations that "If you have Tap2Go set up on your Smartcard, we recommend not adding further tickets to the card, as its set up to process any taps under the Tap2Go scheme. You would have been able to amend this tap on your account after you received the email stating you had a charge, this would have been stated in the email. You then have until the following Tuesday to makes this change."
Which is pretty much wrong on all counts, as the SWR website (https://www.southwesternrailway.com/train-tickets/tap2go) says "Train tickets and season tickets can also be stored on your smartcard with Tap2Go.." and there was no option in the email or my website account to amend the charge. I tapped in and out on entry and exit for all journeys on both occasions.

I've just ordered another smartcard without adding tap2go to avoid dealing with SWR's inability to get anything right.

 

[Joe Paxton]

[...]
I've just ordered another smartcard without adding tap2go to avoid dealing with SWR's inability to get anything right.

That's probably the most hassle free work around for dealing with this situation... but it really shouldn't have to be this way.