extendedpaul
Member
Last Thursday I touched in with Oyster at Hornchurch at 17.26 for a journey to Victoria starting on the District Line. We came to a stop outside Barking Station due to a broken down train at Mile End and we were told a few minutes later there were trains ahead of us at every signal and platform. The driver did a good job keeping everyone informed - we were told after about 30 minutes the train was fixed but had broken down at the next station and again a third time at Embankment ! My train terminated at Plaistow with c80 minute delay about 19.10. I caught another about 5 minutes later and changed at West Ham - as advised by the driver to passengers travelling into Central London - and continued as I had always intended via Green Park on the Jubilee and Victoria lines. I touched out at Victoria around 19.54.
At Euston tonight the barrier would not open when I touched in so I sought assistance as I knew I should have had about £8 credit left. With a customer service assistant's help, I established I had been charged for two incomplete journeys, one starting at Hornchurch, the other ending at Victoria. He said he thought it was because my journey had exceeded two hours, the maximum allowed, and I would need to contact Oyster to obtain a refund. I missed my train from Victoria to Kent.
I didn't realise Oyster worked like that and it does seem rough that incomplete journeys are recorded when customers are seriously delayed. Almost delay repay in reverse. There must have been hundreds of others similarly affected and not everyone will realise what had happened
At Euston tonight the barrier would not open when I touched in so I sought assistance as I knew I should have had about £8 credit left. With a customer service assistant's help, I established I had been charged for two incomplete journeys, one starting at Hornchurch, the other ending at Victoria. He said he thought it was because my journey had exceeded two hours, the maximum allowed, and I would need to contact Oyster to obtain a refund. I missed my train from Victoria to Kent.
I didn't realise Oyster worked like that and it does seem rough that incomplete journeys are recorded when customers are seriously delayed. Almost delay repay in reverse. There must have been hundreds of others similarly affected and not everyone will realise what had happened
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