FixMyTransport: Demand refunds of YOUR money from Transport for London

Description

Fraser Darling

I have travelled on the 55 bus from Clerkenwell Road to Oxford Circus on a daily basis. However, on at least five occasions during the past four weeks, the stated destination (Oxford Circus) on the front of the bus was not reached as all passengers were informed to leave the bus at Holborn, with no refunds available from any of the drivers. How do I (and other travellers) obtain a refund for the money deducted from our oyster cards but failed to complete our journeys - and why does the bus state a destination when you board but passengers asked to leave after just a few stops. Its unacceptable and theft of money from the public.

Comment

Problem History

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1 Fraser Darling reported the issue on FixMyTransport. close 16:21 19 Feb 2012 #
2 Fraser Darling wrote to Transport for London close 16:21 19 Feb 2012 #

Here is the letter that Fraser Darling wrote.

Failure to reach stated destination

I have travelled on the 55 bus from Clerkenwell Road to Oxford Circus on a daily basis. However, on at least five occasions during the past four weeks, the stated destination (Oxford Circus) on the front of the bus was not reached as all passengers were informed to leave the bus at Holborn, with no refunds available from any of the drivers. How do I (and other travellers) obtain a refund for the money deducted from our oyster cards but failed to complete our journeys - and why does the bus state a destination when you board but passengers asked to leave after just a few stops. Its unacceptable and theft of money from the public.
3 Govinden Ruben responded to Fraser Darling close 16:25 19 Feb 2012 #

I am out of the office with no access to emails until Monday 20
February 2012

If your query is urgent please contact the Transport for London
press office 0845 604 4141, if not I will get back to you when I
retu

I am out of the office with no access to emails until Monday 20
February 2012

If your query is urgent please contact the Transport for London
press office 0845 604 4141, if not I will get back to you when I
retu
4 [email address] responded to Fraser Darling close 16:25 19 Feb 2012 #

Thank you for your email. We can now confirm that this has been
received.

For further information about the Surface Transport Complaints
and Feedback Policy including timescales, please see
[1]http://www.tfl.gov.uk/corporate/about-tf...

Problems with roadworks or other street faults? In support of
the Mayor’s Streetworks Code of Conduct to help cut congestion,
please report these issues by visiting
[2]http://www.tfl.gov.uk/roadusers/reportas...

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1. http://www.tfl.gov.uk/corporate/about-tf...
2. http://www.tfl.gov.uk/roadusers/reportas...

Thank you for your email. We can now confirm that this has been
received.

For further information about the Surface Transport Complaints
and Feedback Policy including timescales, please see
[1]http://www.tfl.gov.uk/corporate/about-tf...

Problems with roadworks or other street faults? In support of
the Mayor’s Streetworks Code of Conduct to help cut congestion,
please report these issues by visiting
[2]http://www.tfl.gov.uk/roadusers/reportas...

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5 Peter Dixon commented close 16:50 19 Feb 2012 #

Hello Fraser

FixMyTransport Volunteer here

You should ask for something called a Transfer Ticket from the bus driver when he or she terminates short.

If they fail to give you this, take their details. Driver Number, Bus Number/Reg, Location, Time and destination that was on front of bus and report this to TfL.

Kind regards

anorak

admin
6 Fraser Darling commented close 18:54 19 Feb 2012 #

I did, on each occasion, ask for a Transfer Ticket, but every driver refused to do this and they were in such a rush to eject us all from the bus on each occasion that it was impossible to obtain numbers etc. It's such a scandal as tfl must be making a great deal of money from passengers who are unable (as a result of actions of tfl) to complete their journeys. It would be very useful to know how much money tfl are gaining from such incidents and if they are making any positive attempts to repay this money to the already beleagured travelling public.
7 PR London responded to Fraser Darling close 11:13 07 Mar 2012 #

Dear Sir/Madam

I am writing in response to the complaint you made about route
55.

The curtailment of a bus journey is an established means of
service regulation and either allows a late-running bus to be
put back on time or separated from other buses. If the change
is made before the bus sets out then any "fare" paid would be
valid only to the point shown on the destination. Only if the
destination is changed while en route would the driver be
expected to provide a transfer ticket to allow passengers to
continue their journey without further payment. This only
affects passengers who pay cash or have pay as you go Oyster
cards. Like many central London routes the 55 has recently
been affected by various schemes to replace Victorian gas and
water mains which has caused considerable traffic congestion.
As drivers change over at Leyton it is important that buses
arrive back there on time as there would be a knock-on effect to
later buses of a late change-over as well as a risk that legal
driving limits could be exceeded. Having said that, from last
weekend an additional bus has been added to the route to assist
with peak travel times.

I am sorry that you had cause to contact us on this matter.

Yours sincerely

David Jones
Customer Services
Stagecoach London
Head Office
West Ham Garage
Stephenson Street
London
E16 4SA
T: 020 7055 9600
E: [email address]
This email and any files transmitted with it are confidential
and
intended solely for the use of the individual or entity to which
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The information, attachments and opinions contained in this
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are those of its author only and do not necessarily represent
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of Stagecoach UK Bus Division or any member of the Stagecoach
Group.
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If you have received this email in error please notify the IT
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show quoted sections

Dear Sir/Madam

I am writing in response to the complaint you made about route
55.

The curtailment of a bus journey is an established means of
service regulation and either allows a late-running bus to be
put back on time or separated from other buses. If the change
is made before the bus sets out then any "fare" paid would be
valid only to the point shown on the destination. Only if the
destination is changed while en route would the driver be
expected to provide a transfer ticket to allow passengers to
continue their journey without further payment. This only
affects passengers who pay cash or have pay as you go Oyster
cards. Like many central London routes the 55 has recently
been affected by various schemes to replace Victorian gas and
water mains which has caused considerable traffic congestion.
As drivers change over at Leyton it is important that buses
arrive back there on time as there would be a knock-on effect to
later buses of a late change-over as well as a risk that legal
driving limits could be exceeded. Having said that, from last
weekend an additional bus has been added to the route to assist
with peak travel times.

I am sorry that you had cause to contact us on this matter.

Yours sincerely

David Jones
Customer Services
Stagecoach London
Head Office
West Ham Garage
Stephenson Street
London
E16 4SA
T: 020 7055 9600
E: [email address]
This email and any files transmitted with it are confidential
and
intended solely for the use of the individual or entity to which
they are addressed.
The information, attachments and opinions contained in this
email
are those of its author only and do not necessarily represent
those
of Stagecoach UK Bus Division or any member of the Stagecoach
Group.
All messages are scanned for viruses, but we cannot accept
liability
for any viruses that may be transmitted in or with this email.
If you have received this email in error please notify the IT
department at [email address].
____________________________________________________________________
Company Name: Stagecoach Group plc
Registered Address: 10 Dunkeld Road, Perth, PH1 5TW
Registered Number: 100764 in Scotland
____________________________________________________________________
This email has been scanned by the MessageLabs Email Security
System
____________________________________________________________________

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8 Fraser Darling commented close 16:34 01 Apr 2012 #

Transport for London continue to operate the unacceptable policy of terminating buses before they reach their destination. This is a chronic problem which is endemic throughout the London area with TFL. It is completely unacceptable. The bus should always continue to its destination stated - unless under extreme circumstances. This is a very easy way for TFL to accrue monies from unsuspecting members of the travelling public and needs to be stopped.
9 Fraser Darling asked for advice. close 16:36 01 Apr 2012 #

In the last 5 days, I have been on 7 buses (different routes) which have terminated prior to reaching their destination. This is a chronic issue for the travelling public. Not sure what to do but it appears that TFL continue to treat members of the public with complete contempt in regard to this issue? What to do now! Many thanks for your help to date.
10 Peter Dixon commented close 17:57 01 Apr 2012 #

Hello Fraser

I have been trying to get TfL to answer this question. I submitted the following FoI and have had a response. Unfortunately, they didn't state the process to be followed if a transfer ticket is not issued. As a result, I have requested further clarification. My advice would be for you to launch a brand new campaign for every time a bus turns and a driver does not provide you with transfer ticket.

http://www.whatdotheyknow.com/request/transfer_tickets_issued_refunds

TfL are planning to change the system to a mechanical system that is issued individually.

Kind regards

anorak

admin
11 Fraser Darling commented close 18:35 01 Apr 2012 #

Peter Dixon has been extremely helpful in attempting to obtain further information from TFL, for which I am very grateful. Although my complaint to tfl has not been resolved, the assistance I have received from Peter Dixon and other supporters is much appreciated. We await further information and response from tfl !
12 Peter Dixon commented close 14:12 26 Apr 2012 #

Hello Fraser

I have received the clarification to my query about the process to follow. I have copied and pasted it below. Don't be afraid to quote the below when sending the issue to TfL.

Kind regards

Peter

- - - - - - - - - - - - - - - - - - - - - - - - - - - -

The passenger should ask for a ticket from the driver of the bus from
which they are transferring, at the time the transfer takes place. If for
some reason the driver either refuses to give them a ticket, or does not
supervise the transfer personally, the passenger should take details of
the incident (time, place, route, what happened) and contact TfL Customer
Services, who will have the matter investigated. Please note that if the
driver personally supervises the transfer of passengers to another bus,
there is no need for individual issue of transfer tickets, since
passengers will then have been able to complete their planned journey
without further payment.

The contact details for TfL Customer Services are:

Tel: 0845 300 7000 (08:00-20:00 Monday to Friday)
Web: www.tfl.gov.uk/contact

Post: Customer Services, TfL London Buses, 4th floor, Zone Y4, 14 Pier
Walk, London SE10 0ES

Customer Services aim to respond to all complaints or enquiries within 15
working days. Any request for a refund is considered on its own
individual merits, however we would expect a refund to be agreed if the
driver failed to issue a transfer ticket when they should have done so,
causing the passenger to incur additional costs.

anorak

admin
13 Fraser Darling commented close 19:36 13 May 2012 #

My experience of using FixMyTransport was excellent. However, tfl remain committed to terminating bus journeys before the bus has reached its destination, and not providing full transfer tickets to all passengers. This remains a chronic endemic issue which tfl and gaining additional revenue for, but not providing their contractual agreement with travelling passengers.