Refund for incomplete journeys

[arsa]

Hi
Me and my 3 family members traveled from Waterloo to Staines station. When we deboarded at Staines station, they mentioned that they only accept paper ticket and we had to pay 25GBP for 4 adults. Now in our tfl account, it's showing incomplete journeys. I am trying to get a refund for this but Staines station is not showing in the list. As I have been charged twice (paper ticket and contactless card charges), how can I make it right and get a refund?
Thanks

 

[norbitonflyer]

Hi
Me and my 3 family members traveled from Waterloo to Staines station. When we deboarded at Staines station, they mentioned that they only accept paper ticket and we had to pay 25GBP for 4 adults. Now in our tfl account, it's showing incomplete journeys. I am trying to get a refund for this but Staines station is not showing in the list. As I have been charged twice (paper ticket and contactless card charges), how can I make it right and get a refund?
Thanks

Staines is not showing in the list because it is outside the Oyster/Contactless zones.

It is not clear whether Staines charged for the full journey from Waterloo or only from the boundary station (Feltham), but it looks like you were charged a day return from Feltham to Staines (£6.40 - four of which would be £25.60). Your "incomplete journey" charge will be the cost of a journey from Waterloo to the boundary of Zone 6 (Feltham) - which is what you actually did.

 

[island]

You're very lucky as they'd have been fully entitled to charge you penalty fares totalling £441.20; Staines station is usually swarming with RPIs due to the proximity to Thorpe Park and a high level of travellers unfamiliar with the system.

As norbitonflyer explains, you're not due any refund. Make sure you buy the right ticket next time. When bought before boarding, 4 returns from Waterloo to Staines with group discount would cost £33.40.

 

[arsa]

Thanks for your response. When we boarded train, it wasn't mentioned anywhere that we will have to use paper ticket for staines. Is there any way to know this in advance?

 

[tspaul26]

Thanks for your response. When we boarded train, it wasn't mentioned anywhere that we will have to use paper ticket for staines. Is there any way to know this in advance?

There is a map on the TfL website here which shows the boundary of the Oyster and contactless pay as you go areas.

 

[island]

There are also signs on the train, and automated announcements (or the guard) normally give a warning when the train is approaching Feltham.

 

[norbitonflyer]

Thanks for your response. When we boarded train, it wasn't mentioned anywhere that we will have to use paper ticket for staines. Is there any way to know this in advance?

I don't often use that line, but on trains calling at Surbiton (also a boundary station on the SWR network) there are announcements on the train as it leaves Waterloo, and again as it approaches Surbiton, to the effect that Oyster/Contactless/Freedom passes are not valid beyond that station. I would be surprised if that wasn't also the practice on trains approaching SWR's other boundary stations at Feltham, Hampton, and Ewell West/Epsom. (Epsom accepts contactless but Oyster is only valid to Ewell West)

 

[XAM2175]

Now in our tfl account, it's showing incomplete journeys. I am trying to get a refund for this but Staines station is not showing in the list. As I have been charged twice (paper ticket and contactless card charges), how can I make it right and get a refund?

Your "incomplete journey" charge will be the cost of a journey from Waterloo to the boundary of Zone 6 (Feltham) - which is what you actually did.

If you wish to make the "incomplete journey" notices go away, you should complete them by saying that you ended your contactless journey at Feltham. As others have already noted, you're not entitled to a refund.

(Epsom accepts contactless but Oyster is only valid to Ewell West)

No, Oyster is accepted to Epsom - note how the map says "outside fare zones" as opposed to "outside fare zones; Oyster not valid" for the western end of the Elizabeth line and the St Albans and Hatfield area. Epsom is technically in Zone 9, but this is hidden:

The Epsom Story (Part 1) – Oyster Fares Central

oysterfares.com

 

[arsa]

Sorry a bit late to respond, but I got £6 refund on all cards. Thanks