Tapping out: people opting to use cash to pay for their TfL tickets are being stung by huge extra charges, London TravelWatch has found
Paper tickets can cost up to 200% more than tapping in at the ticket barriers, according to latest research from the capital’s transport watchdog, London TravelWatch.
The research highlights a range of issues when travelling on public transport for what London TravelWatch calls “digitally excluded people”.
In 2023, London TravelWatch released a report entitled Left Out Londoners, which looked at the issues faced by passengers who might not have access to digital technologies before and during their journey.
“Two years later, we wanted to see what progress – if any – had been made,” London TravelWatch said this week.
They carried out a mystery shopping exercise across London’s public transport network, and they say that one of the most concerning findings was “the disparity between the cost of ‘tapping in and out’ at the ticket barriers compared with the cost of buying a paper ticket”.
‘Simply unfair’: Michael Roberts of London TravelWatch
The price difference, “represents a clear and expensive barrier for those relying on making cash payments, or people who have simply chosen to buy a ticket at the machine leaving them at a huge disadvantage”, the watchdog says.
“London TravelWatch has long stressed the importance of having staff at stations, and our new research highlighted that when staff are present, they provide crucial help to passengers. This is especially important for people who are more likely to be digitally excluded or disadvantaged, such as older people and disabled people, as staff can offer support, advice and assistance.”
TfL did not deny the price differential exposed by TravelWatch, a spokesperson telling Inside Croydon: “Single tickets are used for less than 2% of all journeys, mostly from outside London, where they are priced differently as often linked to National Rail fares.
“We continue to work to keep all fares as affordable as possible.”
Michael Roberts, the chief executive of London TravelWatch, said: “The results of our research show that many passengers still face barriers, particularly when it comes to pricing, support and navigating the transport system.
“It is simply unfair that those paying with cash – or who choose to use the ticket machines – are forced to pay so much more, and might struggle to find the cheapest option for travel. This is also likely to affect some of those most impacted by the ongoing cost of living crisis.
“It is important to remove as many barriers to transport as possible, and accessibility should be at the heart of decision making. We are calling on Transport for London, transport operators and the Department for Transport to commit to addressing these issues that are leaving Londoners behind.”
Read more: Transport watchdog warns of 23% fare hike if travelcard axed
Read more: Transport watchdogs reject plan to close railway ticket offices
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