“Please help me persuade Transport for London to demand refunds of YOUR money from Transport for London” – Fraser Darling

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.

Problem History

  • 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
  • 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...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 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]
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    of Stagecoach UK Bus Division or any member of the Stagecoach
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    show quoted sections
  • 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.

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