New Metrolink contactless system sees passengers charged £78,000
Tram passengers have overpaid by £78,000 by forgetting to "tap out" on their journeys.
Last updated 18th Sep 2019
Passengers on Greater Manchester's Metrolink system have overpaid by £78,000 by forgetting to "tap out" on their journeys, under the new contactless payment system set up in July.
In the first 10 days of the new payment system more than 10,000 incomplete journeys were recorded by Transport for Greater Manchester, according to Freedom of Information figures.
The data also reveals in the same time nearly 700 people a day overpaid on fares as a result of forgetting or failing to tap out, which signifies a passenger's journey has ended.
Since the launch of Contactless on Metrolink, TFGM tell us they have received a net revenue of £78,000 where a customer has been charged more than the weekday £7 daily cap or weekend cap of £4.80.
The figures were released after Metrolink passenger, Darren de Vally, realised he had been charged more than the daily cap after forgetting to tap out.
Mr de Vally took to social media where he found many other passengers were facing similar charges.
The company says they are working with customers to refund any additional charges where appropriate.
Approximately £44,000 has already been refunded.
What happens to money that isn't claimed back?
Metrolink stresses it does not receive any public subsidy and any money generated is invested back into the network, to pay for its ongoing maintenance and operation and to repay the money borrowed to fund its expansion.
Bosses tell Hits Radio while no decision has yet been made, any additional money generated from incomplete journey fares that remains unclaimed is likely to be invested into the network.
TfGM’s Customer Director, Stephen Rhodes, said: “Contactless is a really simple and convenient way to pay for journeys on Metrolink, which has been used more than 450,000 times since it launched two months ago.
“But we do recognise this is a different way of paying for travel and that it does take time for people to become familiar with the new touch-in, touch-out system. That is why we have emphasised the importance of touching in and out every time you travel in our customer information and marketing – and why we are working hard behind the scenes to look at ways to reduce incomplete journeys in the future.
“This not about raising revenue – we want to ensure people pay the right fare and get the most out of our simplified zones system, which for many offers better value for money, which is why it’s really important they touch-out at the end of their journey."