Incomplete incomplete journey refund

Hi Mike,

Consider the following journey history, with a senior railcard on the Oyster. Note the missing touch around the middle.

Monday, 09 January 2023
£13.25 daily total

16:50 Bus journey, route H25 £0.00 £29.35

15:20 – 16:46 Harrow on the Hill to Hatton Cross £0.00 £29.35
16:46 Touch out, Hatton Cross +£3.95 £29.35
15:42 Touched pink card reader, Rayners Lane £0.00 £25.40
15:20 Touch in, Harrow on the Hill £3.95 £25.40

15:13 Bus journey, route 140 £0.00 £29.35

15:12 Topped-up on touch in, Harrow & Wealdstone +£20.00 £25.40

15:04 – 15:12 South Kenton to Harrow & Wealdstone £0.00 £29.35
15:12 Touch out, Harrow & Wealdstone +£3.95 £29.35
15:04 Touch in, South Kenton £3.95 £5.40

14:12 – 14:41 Harrow on the Hill to Northwick Park £0.00 £9.35
14:41 Touch out, Northwick Park +£3.95 £9.35
14:12 Touch in, Harrow on the Hill £3.95 £5.40

14:02 Bus journey, route 140 £0.00 £9.35

13:54 – 14:01 South Kenton to Harrow & Wealdstone £0.00 £9.35
14:01 Touch out, Harrow & Wealdstone +£3.95 £9.35
13:54 Touch in, South Kenton £3.95 £5.40

12:48 – 13:31 South Kenton to Preston Road £1.00 £9.35
13:31 Touch out, Preston Road +£2.95 £9.35
13:09 Touch in, Northwick Park £2.95 £6.40
13:04 Touch out, Kenton +£2.95 £9.35
12:48 Touch in, South Kenton £3.95 £6.40

12:31 Bus journey, route 223 £1.65 £10.35

???? – 12:26 [No touch-in] to Preston Road £3.95 £12.00
11:53 – 12:04 South Kenton to Kenton £1.05 £15.95
12:04 Touch out, Kenton +£2.90 £15.95
11:53 Touch in, South Kenton £3.95 £13.05

10:34 – 11:15 Wembley Central to Preston Road £1.05 £17.00
11:15 Touch out, Preston Road +£2.90 £17.00
10:54 Touch in, Northwick Park £2.90 £14.10
10:49 Touch out, Kenton +£2.90 £17.00
10:34 Touch in, Wembley Central £3.95 £14.10

10:26 Bus journey, route 297 £1.65 £18.05

09:31 – 10:24 Heathrow Terminal 5 [London Underground] to Alperton £1.25 £19.70
10:24 Touch out, Alperton +£2.70 £19.70
09:31 Touch in, Heathrow Terminal 5 [London Underground] £3.95 £17.00

08:55 – 09:09 Hatton Cross to Heathrow Terminal 5 [London Underground] £0.00 £20.95
09:09 Touch out, Heathrow Terminal 5 [London Underground] +£8.80 £20.95
08:55 Touch in, Hatton Cross £8.80 £12.15

08:45 Bus journey, route H25 £1.65 £20.95

The issue, of course, is the missing touch-in. This was at Northwick Park at 12:09 as part of what should be 11:53 South Kenton to 12:26 Preston Road via the OSI Kenton/Northwick Park. I did touch in, the light turned green and the gate opened but the touch wasn’t recorded on the card. (As an aside, I used the wide gate because the other was obstructed by a couple having their own difficulties. I hate wide gates – their bi-directional nature makes them difficult to use and this isn’t the first time one has caused me problems.)

I called TfL and the very helpful person happily refunded £3.40 which she assured me is more than I should receive. But I believe that I should have been refunded the full maximum fare of £3.95 because the journey cost of £1.05 had already been paid for by the South Kenton to Kenton leg. Refunding £3.95 would also mean that the whole day would cost £9.30, the off-peak z1-6 cap.

The TfL rep was unable to explain why the refund was only £3.40.

What are your thoughts?