TfL email address?

[londonbridge]

I’ve been overcharged for my travel yesterday. I phoned TfL and, after speaking to a customer service rep with the details, was asked to send a copy of my journey history to tflcontactless@tfl.gov.uk. I have attempted to do so twice, but my email bounces back as undeliverable. Can anyone advise please?

 

[enginedin]

There are instructions at https://tfl.gov.uk/fares/refunds/apply-for-incomplete-journey-refund
I've always just claimed via my online account and the refund has been processed the same day, with the excess fare being repaid within 24 hours. As far as I understand this you don't need to have an online account when the overpayment happens, but if you subsequently create one it will still have your journey history associated with that card and you can make the claim through your account.

 

[Mcr Warrior]

@londonbridge. Could maybe try <customerservices@tfl.gov.uk>

 

[londonbridge]

It’s not an incomplete journey refund. I took a tube into Victoria followed by a Southern to Croydon which left from platform 14. I’m sure I tapped in on the correct gateline but they’ve charged me £3 for the tube and then £4:40 for the Southern rather than £6:30 for the through journey.

 

[enginedin]

It’s not an incomplete journey refund. I took a tube into Victoria followed by a Southern to Croydon which left from platform 14. I’m sure I tapped in on the correct gateline but they’ve charged me £3 for the tube and then £4:40 for the Southern rather than £6:30 for the through journey.

the advantage of an online account is that you can see exactly which taps have been registered. Even though it doesn't seem like an incomplete journey to you, this is how TfL might process it because one tap hasn't been registered so one leg of the journey won't have counted towards the through journey

 

[londonbridge]

This is how it shows in my journey history:

“
Kings Cross St Pancras (Underground) to
Victoria (London Underground)

£3.00

Victoria (Gatwick Express) to East Croydon (National Rail)

£4.40”.

As I said, I’m sure I tapped on the correct gateline.

 

[island]

I don't suppose you exceeded the OSI time limit?

 

[MikeWh]

I don't suppose you exceeded the OSI time limit?

There is no OSI attached to the GatEx platforms.
@londonbridge You must have used the wrong gateline. I would go into your journey history for the Southern part and click contact us about this journey.

 

[Watershed]

The issue is that you touched in at the gatelines for platforms 13/14. These are set up as if they were a completely separate station to the rest of Victoria NR, to facilitate the charging of a premium fare for Gatwick Express journeys.

Accordingly they also do not have an OSI to or from any other station or gateline, including the Underground gateline at Victoria. Therefore you are charged separately for each portion of your journey.

Of course this is not advertised anywhere and so TfL have indeed overcharged you, even if it makes sense by their internal rules.

What's supposed to happen is that if a non-GX service uses platforms 13/14, those gates are closed and passengers are redirected to use other entrances. Evidently that didn't happen in this case.

 

[londonbridge]

Right, I see now. Obviously most of the time my train will be on platforms 15-19, I’ve occasionally departed from platform 10 or 12 and used the gateline marked “platforms 9-12 only” Can’t remember having one leave from 14 before so that’s probably why I’ve got confused and used the wrong gate.

Have emailed them now so maybe I’ll get the £1:10 back.

 

[MikeWh]

Have emailed them now so maybe I’ll get the £1:10 back.

You should do. Let us know if not.

 

[Watershed]

Right, I see now. Obviously most of the time my train will be on platforms 15-19, I’ve occasionally departed from platform 10 or 12 and used the gateline marked “platforms 9-12 only” Can’t remember having one leave from 14 before so that’s probably why I’ve got confused and used the wrong gate.

Have emailed them now so maybe I’ll get the £1:10 back.

It's definitely not your fault; the station staff should have closed those gates and/or made it clear which gateline to use to avoid being overcharged.

 

[yorkie]

Right, I see now. Obviously most of the time my train will be on platforms 15-19, I’ve occasionally departed from platform 10 or 12 and used the gateline marked “platforms 9-12 only” Can’t remember having one leave from 14 before so that’s probably why I’ve got confused and used the wrong gate.

Have emailed them now so maybe I’ll get the £1:10 back.

Ah, this is evidence that GTR are still overcharging people with the gateline that has been deliberately programmed to disallow Out of Station Interchanges (OSIs).

I am aware of other forum members who have been similarly overcharged by this gateline.

Make sure you pursue it, and let us know how you get on.

Perhaps you can also ask GTR why this happens and what safeguards will be put in place to avoid this happening in future (I know the answers, but I am interested in what they will admit!)

 

[londonbridge]

Got a reply with an apology and the £1:10 subsequently appeared in my account yesterday.