TFL/C2C Contactless Charge Query

[D1024]

On Tuesday (20th August) I needed to travel from Purfleet to Upminster. The TFL Journey Planner gave me the route Purfleet to Grays (C2C) changing to another C2C service to Upminster and quoted £3.10 off peak single. However, on arrival at Grays I found the Subway to be out of use (long term) and the only way to change platforms for the Upminster Train was to tap out, walk via the public footbridge (or over the level crossing) and re-enter the station on the opposite side by tapping back in again - all done within 4 minutes. I have subsequently been charged for 2 separate journeys - £3.40 Purfleet to Grays and £3.10 for Grays to Upminster. Is this correct? If so fair enough but if not then how do I go about challenging it? It seems slightly unfair when I had no choice but to tap out and back in again. (Whilst I am in London a fair bit it is a long way from home territory!)

 

[londonbridge]

Phone the helpline, explain what happened and ask for a refund of the overcharge.

 

[Hadders]

An out of station interchange needs to be set up at Grays to enable passengers to exit and re-enter and jpin up the two journeys.

I wonder if @MikeWh is aware of this?

 

[D1024]

Phone the helpline, explain what happened and ask for a refund of the overcharge

Thanks, I will do that.

 

[MikeWh]

Phone the helpline, explain what happened and ask for a refund of the overcharge.

That's the best option right now. Let us know if they don't want to do it, but they really should when shown your journey history.

An out of station interchange needs to be set up at Grays to enable passengers to exit and re-enter and jpin up the two journeys.

I wonder if @MikeWh is aware of this?

I wasn't. I'll pass it on. Could be more of an issue when C2C goes live on Project Oval.

 

[D1024]

Update: I contacted the Helpline and they have refunded the 'extra' journey with no issue - thanks for your help!