Frequently Asked Questions about The Tube

Welcome to our Frequently Asked Questions section. Here, you’ll find answers to the most common questions you may have about using the London Underground, including payment issues, travel recommendations, and how to resolve any incidents or queries that may arise.

Our goal is to help you resolve any inconvenience quickly and easily. If you don’t find the answer you’re looking for, feel free to reach out to us through our contact form.

What to Do If You’ve Tried to Pay for Multiple People with the Same Card on the London Underground?

If you’ve tried to pay for more than one person using the same credit or debit card on the London Underground and were informed of the error, it’s important to file a complaint to avoid penalties and correct any incorrect charges. Follow these steps:

1. Contact Transport for London (TfL) through their complaints email address: [email protected].
2. In the message, include the following information:
   • Description of the issue (attempted payment for multiple people with the same card).
   • Date and time of the incident: 28/09/2024.
   • Station where the incident occurred: Russell Square.
   • Card number or transaction reference.
3. Attach any additional documentation that supports your complaint, such as screenshots of charges in your bank account.
4. Send the email and wait for TfL’s confirmation of receipt.
5. If you do not receive a response within 7 business days, consider calling their customer service at 0343 222 1234 to follow up on your case.

Remember that each contactless or Oyster card can only be used by one person at a time on London’s public transport system. Using the same card for multiple passengers may result in penalties or additional charges.

What to Do If You Have Been Charged Multiple Times for a Single Journey on the London Underground Using a Contactless Card?

If you have been charged multiple times for a single journey on the London Underground while using a contactless or debit/credit card—for instance, if the gates did not open correctly and you made several attempts to enter or exit the station—it is essential to file a claim to correct these charges. Follow the steps below to resolve this issue:

1. Contact Transport for London (TfL) through their complaints email address: [email protected].
2. In the message, include the following information:
   • Description of the issue (multiple charges for a single journey, gate entry or exit failures, etc.).
   • Date and time of the incident. If the issue occurred on a specific date, such as September 19th, include it in your description.
   • Entry and exit stations (e.g., Tower Hill and Trafalgar Square).
   • Transaction reference number and screenshots of your bank statement showing the incorrect charges.
3. If possible, attach a copy or image of your bank statement that shows the duplicate charges.
4. Send the email and wait for confirmation of receipt from TfL.
5. If you do not receive a response within the next 7 business days, consider calling their customer service at 0343 222 1234 to follow up on your case.

It is important to note that each contactless card can only be used by one person at a time on London’s public transport system. In the event of incorrect charges or issues with the access gates, it is recommended to contact TfL as soon as possible to resolve the issue.

If the issue persists, you can also submit a formal complaint through the TfL contact form.

How to Get Free Travel Cards for Children on the London Underground?

If you’re traveling to London with children and would like to obtain free travel cards for them, it’s important to know your options and where to get them:

Children under 11 years old can travel for free on London buses and the Underground, so there is no need to purchase a specific travel card for them. They only need to be accompanied by an adult who has an Oyster card or a contactless payment card. Simply accompany them through the wide gates at the station.

For children aged 11 to 15, you can get a child-rate Oyster card, which offers discounted fares. Here’s how to get it:

1. Visit one of the main ticket offices at Underground stations, as these cards are not available from the self-service machines.
2. Present the necessary documentation (proof of the child’s age may be required).
3. Make the payment to activate the child-rate card.

Remember that the child-rate Oyster card allows children to travel at discounted rates within London and provides access to all TfL transport services.

If you have more questions, feel free to reach out to us. Our website is available in English, Spanish, and French, so you can consult it in your preferred language.

Are There Discounts on the London Underground for Non-Resident Seniors Over 60?

There is no specific discount for non-resident seniors over 60 on the London Underground. However, they can benefit from off-peak fares if they use an Oyster card or contactless. Additionally, visitors over 60 can take advantage of the Senior Railcard, which offers a 1/3 discount on certain rail services, although it does not directly apply to the Underground.

Which Transport Card is Most Convenient if I’m Traveling with a Child Under 11 in London?

If you are traveling with a child under 11, you do not need to purchase a transport card for them, as children under 11 can travel for free on the Underground, buses, trams, and other London transport services when accompanied by an adult. Only adults need to use a standard Oyster Card or a contactless card to pay for their own journey.

For your child to travel for free, simply tap your Oyster or contactless card on the readers when entering and exiting the transport, and your child can go through with you without needing a ticket. No special card is required for children under 11 traveling with an adult.

If the child needs to travel alone, you can apply for a Zip Oyster Card 5-10, which allows free or discounted travel on certain transport services.

Is it possible to travel with an assistance animal on the London Underground?

Transport for London (TfL) allows trained assistance animals to access the London Underground. However, for non-traditional assistance animals, such as ponies or animals other than assistance dogs, prior authorization is required.

Steps to request permission to travel with a non-traditional assistance animal:

1. Contact TfL’s Accessibility Team: You can reach TfL’s Accessibility Team by calling +44 343 222 1234 or visiting their contact page to explain your specific needs related to your assistance animal.
2. Provide supporting documentation: It is recommended to have documentation on the animal’s training and the support it provides, as well as details on hygiene and safety measures, such as protective footwear and cleanliness devices.
3. Consider traveling during off-peak hours: If permission is granted, TfL often recommends traveling during off-peak hours to facilitate a smoother experience for the animal and other passengers.

How can I request a receipt for my London Underground charges in my company’s name?

If you need a receipt for London Underground travel charges made with your credit card and want it issued in your company’s name, you can follow these steps to request it directly from Transport for London (TfL):

Steps to request a receipt:

1. Contact TfL Customer Service: You can reach them by calling +44 343 222 1234 or through their online contact form.
2. Provide your payment details: Be sure to include the last four digits of the card used, travel dates, and your company information (company name, tax number, and address).
3. Request that the receipt includes your company details: When making your request, specify that you would like the receipt to reflect your company’s details so it can be valid for your accounting records.

For further assistance, we recommend contacting TfL’s customer service directly.

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