Tfl journey history / Delay repay

[hi2u_uk]

Hello
There are a number of train journeys where i have been delayed but paid with my contactless bank card . Because the tfl website still seems to be unavailable i cannot download my journey history to make the delay repay claim. I'm told by SW railways that i only have 28 days to make a claim. If the tfl website is still not available then can tfl be held liable for me not being able to make my delay repay claim

 

[Hadders]

I think you need to specifically ask SWR what they expect you to do. The TfL cybersecurity issue is a well known issue at the moment.

My view would be to send them a copy of your bank statement showing that you paid for a journey, they will have to take the rest on trust.

 

[hi2u_uk]

My bank statement has the daily charge i.e for all journeys that day not just the SW railway journey

 

[Hadders]

My bank statement has the daily charge i.e for all journeys that day not just the SW railway journey

I would use that. Given the current cyberattack issues I'm not sure how else SWR (or any other train company for that matter) expects you to be able to reference travel. They will have to take what you say on trust.

I cannot guarantee that SWR will agree with me but the matter needs surfacing with them. If SWR do not play ball then I'd go to London Travelwatch - this is a significant issue and soeone needs to issue some guidance to train companies and passengers on how to proceed.

 

[WesternLancer]

By following hadders advice and doing it in writing you will be able to show you have attempted to claim within the permitted period and then argue about this with them as things progress if needed.

If you miss the claim deadline it gives them an excuse to dismiss the claim which you need to prevent.

 

[londonbridge]

I concur, your best course of action would be to submit your bank statement and add a note giving a breakdown of the total days charges, eg £X being the SWR element and £Y being other TFL travel.

 

[yorkie]

I don't see this as materially different to claiming Delay Repay on a traditional paper ticket without a barcode; that simply replies on trust. Yes, such paper tickets are being phased out, but they very much still exist, and therefore the principle already is in place for such tickets, which must surely be extended in this case to PAYG.

Providing you can demonstrate you had paid for the journey, SWR cannot deny Delay Repay claims based on a lack of proof that you travelled at the times stated in your claim.

 

[hi2u_uk]

i paid by my credit card where the statement is via the App, would sending a screenshot be pushing it. The credit Card people are saying they will charge for a paper statement which im not keen on paying for .
All the entry says is TFL charge which is very vague and the date is not the date of the trip . the bank statement entry date is the day after the journey but i will give it a go. seems like this will be stressful

 

[londonbridge]

In my banking app if you click on a transaction it will tell you the date it was incurred as well as the date it was/will be debited. Eg I have TFL TRAVEL CHARGE £14.60 in the list of today’s transactions. Clicking on it, it says ‘contactless item Monday 30th September’, followed by the amount, my account balance after the transaction, and ‘reference: on 26th September’ which is when it was incurred. If your provider doesn’t use a similar format, just add the dates to your covering note, ie “the charge of £X on (date debited) is for travel on (date of travel)”.

 

[Hadders]

i paid by my credit card where the statement is via the App, would sending a screenshot be pushing it. The credit Card people are saying they will charge for a paper statement which im not keen on paying for .
All the entry says is TFL charge which is very vague and the date is not the date of the trip . the bank statement entry date is the day after the journey but i will give it a go. seems like this will be stressful

A screenshot is fine. No need to pay for paper statements.

In my banking app if you click on a transaction it will tell you the date it was incurred as well as the date it was/will be debited. Eg I have TFL TRAVEL CHARGE £14.60 in the list of today’s transactions. Clicking on it, it says ‘contactless item Monday 30th September’, followed by the amount, my account balance after the transaction, and ‘reference: on 26th September’ which is when it was incurred. If your provider doesn’t use a similar format, just add the dates to your covering note, ie “the charge of £X on (date debited) is for travel on (date of travel)”.

Excellent suggestion, if you are able to do this.

 

[FOH]

Frustratingly my latest one has missed the statement date and by the next statement the 28days will have expired. My card app won't allow screenshots to be taken on the phone. Is there any other way to get something?

 

[Tester]

Frustratingly my latest one has missed the statement date and by the next statement the 28days will have expired. My card app won't allow screenshots to be taken on the phone. Is there any other way to get something?

Take a photo of the screen with another device.

 

[FOH]

Take a photo of the screen with another device.

Ha great idea. Well I submitted it using a screen capture of me moaning to my partner on WhatsApp about the cancellation. Will report back if it's paid on that!

 

[island]

I don't see this as materially different to claiming Delay Repay on a traditional paper ticket without a barcode; that simply replies on trust. Yes, such paper tickets are being phased out, but they very much still exist, and therefore the principle already is in place for such tickets, which must surely be extended in this case to PAYG.

Paper tickets do at least show that you travelled from X to Y, though not necessarily at a particular time of day. A contactless payment on a bank statement doesn't even do that.

 

[Hadders]

Paper tickets do at least show that you travelled from X to Y, though not necessarily at a particular time of day. A contactless payment on a bank statement doesn't even do that.

Agreed, but given the cyber attack there needs to be a recognition from TfL and the TOCs that they need to have some flexibility.

 

[FOH]

Ha great idea. Well I submitted it using a screen capture of me moaning to my partner on WhatsApp about the cancellation. Will report back if it's paid on that!

They approved the claim

 

[MikeWh]

I think things are moving. The TOCs have now belatedly allowed zip card holders to travel on expired zip cards until 31st October. There might be some hassle, but I'd be surprised if approval isn't granted eventually.

 

[hi2u_uk]

OK Im doing this now, should i put the fare thats on the tfl website ?

 

[MikeWh]

OK Im doing this now, should i put the fare thats on the tfl website ?

If you're putting in a claim to SWR then yes, use the fare shown on the fare finder.

 

[hi2u_uk]

done but its going against all their criteria

 

[ClivePage]

I have exactly the same problem but with Thameslink. I sent in a Delay Repay claim 6 days ago with a screenshot of part of my credit card bill in the hope that that is enough - well it has to be as it's all I've got. But I see that the advice on Thameslink's web pages is to get your Oyster journey history from TfL's website. That made no sense to me as I didn't use my Oyster card - journey was from a station at which contactless works but not Oyster, and of course TfL has no knowledge of my credit card's number. But I see that in principle I may be able to log the number of my credit card with the Contactless part of the TfL website so that perhaps details will be available in future. But one can't do that as the entire Contactless part of their website is currently unavailable because of the hacking incident. And maybe it's good that they didn't know my credit card number or it might have been stolen.

 

[Hadders]

In normal times you don't need an account with TfL to be able to see your contactless journey history. A non-account holder can access 7-days worth of contactless travel history thropugh the TfL website. An account holder can see a much longer period of time (a year, I think).

This is a mute point, because contactless journey history is currently unavailable due to the cyber attack.

 

[hi2u_uk]

Just to feedback that my delay repay claims were approved

 

[ClivePage]

I can report that our delay repay claims have just been approved by Thameslink, having given them a printout of part of a credit card bill. But it took 10 days, and they usually get approved in just a couple of days.

 

[Hadders]

That's good to know and good that GTR seem to be taking a pragmatic approach. Many of GTR's 'simple' claims are approved automatically with little or no human intervention needed. The more complicated claims have to be checked manually which takes longer so this will be why your claim took longer.

 

[hi2u_uk]

but how long is this outage going to last. I thought they had arrested someone. Every month i usually have at least one wrong fare because i accidentally forgot to tap out or in somewhere. There must be a lot of these corrections building up for tfl

 

[Haywain]

but how long is this outage going to last. I thought they had arrested someone.

I know nothing of what damage has been caused to TfL systems, but the fact that someone has been arrested doesn't automatically put things right.

 

[miklcct]

I know nothing of what damage has been caused to TfL systems, but the fact that someone has been arrested doesn't automatically put things right.

But shouldn't such a large organisation have a backup plan when things go wrong, including restoring previous versions of software?