Charged same station exit at Waterloo LU and then maximum fare at Bank LU

Hi Emmet, (and thanks Chris)

Waterloo station is a real mess with several gatelines where it is not obvious what you are doing.

The first thing I need to clarify is what the green arrow means. It doesn’t mean ‘Entry’ but rather that the gate in front of you is set in the direction you are walking. That could be either ‘Entry’ or ‘Exit’.

Next up is the fact that Waterloo LU station is actually three different stations in one. You have the Waterloo and City line station which is connected easily to all the mainline station platforms. The problem here is that there isn’t room to put a gateline on the passageway to the actual platforms, so as Chris says, there are a couple of validators which aren’t brilliantly signed. This is what you should have touched which would have cancelled your same station exit and started a new journey.

From that area you then move along to the original Underground station serving the Bakerloo and Northern lines. You will go through gates there which I think is where you exited and got the same station exit. Also from that part of the station is a travelator taking you to the Jubilee line station and the entrances at the colonade.

In summary, I think you entered at the Jubilee line through the colonade, went down and along the travelator to the Bakerloo and Northern section, exited again and then went down to the Waterloo and City without touching the validators to put you back inside the system. Then at Bank you exited when not in the system hence the maximum journey charge. Chris is right about the resolution too; just call the helpdesk and explain that you got thouroughly confused at Waterloo when travelling to Bank. They’ll quickly check your journeys and arrange to refund the maximum fare.

In future I’d go into the mainline station from the street and then use the entrance to the Underground near platforms 17 and 18. Follow the signs for the Waterloo and City line there, but look out for the validators and touch one before going down to the actual platforms.

OK, my son (who lived near Waterloo for a year) and I went up there a few days ago so I can now offer a more comprehensive answer. If you enter from Waterloo Road through the colonade then there are three ways you can go. Straight ahead on the left are escalators up to the mainline station opposite platforms 3-4. To the right of those escalators is the Jubilee line ticket hall with escalators going down after you’ve been through gates. As you look at those gates from near the NR escalators there is a set of steps up to a balcony which is signposted for the Waterloo and City line. Follow the signs after climbing the steps and you’ll get there quite quickly.

The only other street entrance to the Underground that we are aware of is in York Road where the Shell Centre is. If you use that entrance then you will have to enter through gates and exit again before getting to the Waterloo and City platforms. So instead of using that entrance we recommend going into the mainline station and using the Underground entrance next to platform 19, as previously suggested.

Hi C,

Can you cut and paste the expanded journey history for your trip please? There are two fares for Bond Street to South Quay; the £3.20 you were expecting and another at £5.00 if you use National Rail at Waterloo. I’d like to see what stations the history thinks you touched at.

If, as seems likely, it was out and in at Waterloo LU then you’ve hit an issue with the fare logic. The helpdesk should refund you if you state what happened.

I’m pretty sure I know what has happened, but I’d like your history so I can take it up with appropriate people in TfL.

OK, thanks for this. Have you called the helpdesk? Please let me know if you have any difficulty getting a refund.

I’ll email my contact at TfL shortly and include the fact that the helpdesk refused to refund you.

• This reply was modified 2 years, 2 months ago by Mike (admin).

Good news. Thanks for letting us know.

Hi jjcantab,

I’ll raise this as an issue. It looks like they need to add another OSI at Waterloo to cope with what you are experiencing. For now my advice is to avoid steps 3 and 4 and I’m sure the journey will be charged correctly.