Home > Ask Our Experts > How Do I Complain About My Travel Card?

How Do I Complain About My Travel Card?

By: Chris Nickson - Updated: 29 Dec 2012 | comments*Discuss
 
How Do I Complain About My Travel Card?

Q.

My husband I were travelling on the bus yesterday, he swiped his Oyster card on the Oyster machine, the machine deducted the required money but the driver still wanted us to pay more and he charged £2 top of that. I have an Oyster card with all records and the bus ticket, should I sue them? How do I complain about my travel card and claim the money back?

(Miss Urvashi Sharma, 9 September 2008)

A.

The Oyster card is a London system that lets you pre-pay into an account for your bus and underground travel in the capital, paying by swiping your card, which then deducts the appropriate amount from your account. Introduced in 2005, it’s generally worked very well, although it did experience two major crashes within a fortnight of each other back in July that meant the replacement of around 35,000 cards – a figure that might seem a lot, although it’s not, considering there’s a total of six million Oyster cards out there, according to Transport for London (TfL), which runs the system.

You didn’t say why the driver charged you the fare plus a penalty. Certainly, if the Oyster had registered for him, it shouldn’t have been necessary. Obviously it deducted the amount from the account, since you have a record of that.

It’s difficult to offer effective advice without the full facts. But if there was a glitch and the Oyster payment didn’t register for the driver (and the system isn’t perfect), then he was simply doing his job and making sure the fare was paid, although the penalty makes no sense.

What you need to do is talk to Transport for London. Take in your records. They’ll certainly refund the money to your husband’s account, and you may find there’s a simple explanation behind it all. If not, they can investigate. You can demand some compensation, although it’s unlikely to be forthcoming; better to settle for restitution and an apology.

It seems highly unlikely that the driver was singling you out to be bloody-minded, but if his actions were wrong, then TfL will take the appropriate action with him. They have an image to protect, and a code of conduct, and don’t want drivers tarnishing that.However, no matter how angry you are, filing suit against the driver isn’t a productive step. Your quarrel is with TfL; he’s simply an employee. Even trying to sue TfL isn’t a good idea, given the way the justice system is clogged. You’re much better off trying to resolve it amicably. The likeliest explanation is a technical one, which will bring about a swift resolution once you bring the problem to their attention.

You might also like...
Share Your Story, Join the Discussion or Seek Advice..
Why not be the first to leave a comment for discussion, ask for advice or share your story...

If you'd like to ask a question one of our experts (workload permitting) or a helpful reader hopefully can help you... We also love comments and interesting stories

Title:
(never shown)
Firstname:
(never shown)
Surname:
(never shown)
Email:
(never shown)
Nickname:
(shown)
Comment:
Validate:
Enter word:
Topics
Latest Comments
  • AVOID EXPEDIA AT ALL
    Re: Travel and Holiday Regulatory Bodies Complaint
    Our flight was cancelled due to Covid, after hours of waiting on-hold, my refund was granted and confirmed…
    15 July 2020
  • Hickers
    Re: Who You Can Complain to About Landlords
    I am supposed to be moving I to my new rented home in the 20th July. The landlord is an Estate Agency who has…
    13 July 2020
  • Trust GOD
    Re: How to Complain About Your Boss
    I think such complaints must be escalated to HUMAN RIGHTS COMMISSION and strict action to be taken against such inhuman bosses.
    11 July 2020
  • Josie
    Re: Travel and Holiday Regulatory Bodies Complaint
    Booked flights plus hotel in St Petersburg in early Feb for departure 23 May to 29 with Opodo. Emailed them…
    3 July 2020
  • Nhc
    Re: Who To Complain To
    Left honeymoon couple stranded in turkey and now wont refund our flight money easyjet has paid to them. Next move small claims court. I've…
    2 July 2020
  • Nhc
    Re: Who To Complain To
    Left honeymoon couple stranded in turkey and now wont refund our flight money easyjet has paid to them. Next move small claims court. I've…
    2 July 2020
  • jo1970
    Re: Who To Complain To
    Like many others, I had a holiday booked since 20th January for 30th June to Lanzarote. They insisted on me paying the final balance last…
    23 June 2020
  • MoneyPennie40
    Re: Dealing With Nightmare Housemates
    I've just moved into a 3bed flatshare, since being here, I've noticed 1 of the tenants never seem to clean up after…
    22 June 2020
  • Yanka
    Re: Dealing With Nightmare Housemates
    where I can complain about the inappropriate behavior of a roommate., but we don't know what to do and we are afraid to…
    22 June 2020
  • CWEST
    Re: Who To Complain To
    what happens if you do not pay the full balance? I have paid for flights but they have been cancelled. I have emailed proof, and tried calling…
    4 June 2020