Syon Lane powercut - oyster question

[ollyrogers]

Hi all, my housemate and two of his family took a Southwest service from Waterloo to Syon Lane, arriving at around 2pm and paying using their Oyster cards, tapping in at Waterloo. Owing to a powercut however, they couldn't tap out and so naturally will have an incomplete journey.

My question is who should they refer the matter to for a refund, Southwest or TFL?

Many thanks!

Syon Lane Facilities: Various changes At Syon Lane station.
The car park machines are out of order.
The permit to travel machine, oyster card readers and automatic ticket barriers are out of order. The customer information system is out of order.
Additional Information:
This is due to a local Power Failure in the Syon Lane area. Message Received :11/03/2013 13:24

 

[MikeWh]

They may not have to do anything. It is possible that TfL will automatically refund people who had an incomplete journey at that time and often use Syon Lane. Alternatively, if the cards are linked to an online account then they should be offered the option of requesting an adjustment after a day or so. It will ask where the missing touch was and why and I can't see any questions with this one. If all else fails and nothing has happened after 3-4 days then call or email the Oyster helpline. SWT will not be able to do anything.

 

[ollyrogers]

Thankyou for the prompt response MikeWh, I've told him to keep tabs on his online account - hopefully he'll get adjusted accordingly!

 

[pinguini]

The online help people for incomplete Oyster journies are really helpful, just get them a shout and they'll get it adjusted for you.