Transport for London pays out thousands in device clash refunds

Some passengers in the capital may not know they have been overcharged, a watchdog says

Overcharged passengers in London have been refunded thousands of pounds due to device clashes, data shows.

Clashes happen when a customer uses one device at the start of a journey and touches out with another.

Transport for London (TfL) data showed £8,369.25 was refunded for 609 cases between 12 June and 26 June 2023 - which would be the equivalent of £217,594 across the year.

Passenger watchdog London TravelWatch branded the figures "startling".

TfL said the amount refunded equated to less than 0.001% of annual fare £3bn revenue collected via pay as you go with contactless.

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Paul Harper, who obtained the data via a Freedom of Information request, said: "I was stunned by how much was taken out of my bank in such a short space of time. One journey from Watford to London and back cost £42, which is ridiculous.

"In fairness, TfL refunded me very quickly within a week but it did make me wonder how many other passengers are being overcharged without knowing, particularly people visiting the city for a day or weekend who probably pass it off as expensive travel."

'Check bank statements'

Michael Roberts, chief executive of London TravelWatch, said: "The level of TfL refunds is startling but could be the tip of the iceberg as it doesn't reflect the impact of device clash on passengers who just don't realise that they have paid over the odds.

"We need TfL, banks and tech companies to redouble their efforts to find a permanent fix to this problem and to do more in the meantime to advise people to use just one device.

"Until then, we urge people who pay for travel using smart devices to check your bank statements regularly so as not to lose out."

A TfL spokesperson said: "All customers using pay as you go are required to touch in and out using the same card or mobile device to ensure that they pay the correct fare and avoid incomplete journeys.

"This is particularly important when using mobile devices as each device is treated uniquely.

"Where customers believe they have been overcharged, we are always happy to investigate and refund where we can.

"TfL will also look to automatically correct contactless journeys where we can based on previous journey patterns."

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