The London TravelWatch Board meeting this week received a presentation from Shashi Verma, the newly appointed Director of Customer Experience at Transport for London (TfL) on customer services at TfL and changes following their internal reorganisation.  

Shashi explained that the aim of the restructure was to present one face to customers and ensure that the messages they give are clear and consistent.

The Board welcomed the improvements to the signage of Oyster readers at Wimbledon, Mitcham Junction and Elmers End stations and highlighted the need to use different readers for Croydon Tramlink and National Rail services – which London TravelWatch had identified as the source of confusion and overcharging. They also looked forward to receiving details of TfL’s plans to provide improved Oyster facilities at the Croydon Tramlink shop in response to the recommendation in London TravelWatch’s report last summer on Incomplete Oyster Pay As You Go journeys, which flagged up the lack of facilities in south London at which to resolve Oyster queries.

Shashi mentioned a number of planned service developments which will extend access to online self service for customers.  By the end of the year, customers should be able to fix their own incomplete journeys online (at www.tfl.gov.uk/oyster) instead of doing it by phone.  TfL are waiting for guidance from the Department for Transport on the much anticipated extension of Oyster cards outside London, a development which London TravelWatch supports.

The Board meeting was ‘live-tweeted’ and points made by members of the public included frustration that the only way of transferring an Oyster balance to another card is by visiting a station, something which will hopefully change when further online self service options are introduced.

Our next public meeting will be the Consumer Affairs Committee on 14 February.  Further details about forthcoming meetings can be found on the London TravelWatch website, www.londontravelwatch.org.uk.

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