WIREDGOV

New telephone number complements improvements TfL has made to online customer services.

The telephone number for customers to contact Transport for London (TfL) about Oyster enquiries has changed to a low local call rate.

Customers calling for information on fares, refunds or to make a complaint about Oyster issues can now do so on 0343 222 1234, a local rate number which is also included in many fixed line and mobile phone bundles.

It replaces the previous 0845 number.

Sort out queries simply

This complements the improvements TfL has recently made to Oyster online to help customers manage their travel more easily.

Oyster Online accounts, similar to online bank accounts, enable customers to view their journey and fares history, monitor their pay as you go balance, see when their season ticket expires, and get a no quibble refund if charged for an incomplete journey.

These services mean that customers can avoid spending time on the phone to TfL and can sort out queries simply and at a time or place convenient to them.

Shashi Verma, TfL's Director of Customer Experience, said: 'Our online services are enabling customers to avoid the hassle of having to call us, especially for things like arranging refunds.

'But it is only right that customers with complex queries or complaints can contact us by telephone and at low or even no cost to them.'

Less confusion

The new low rate number for Oyster will progressively replace TfL's other numbers over the next 18 months, meaning that the current wide range of numbers which can cause confusion to our customers will be reduced.

'Our customers want a 'one-stop-shop' for their travel needs and consolidation of our telephone numbers will help deliver it,' added Shashi Verma.

Janet Cooke, Chief Executive, London TravelWatch, said: 'The move to a local call rate telephone number for Oyster services is a very positive development and something which London TravelWatch has been advocating for a long time.

'Passengers calling from mobile phones should not have to incur additional charges when they need to resolve Oyster issues.

'We look forward to other TfL services introducing local call rate numbers in the near future.'

Notes to editors:

• Customers who dial the 0845 330 9876 telephone number for Oyster enquiries will go through on the new local call rate until the old number is discontinued