Research published by passenger watchdog London TravelWatch reveals that paper tickets on some modes of transport in the capital can cost 200 per cent more than their digital equivalents.

The watchdog published a report called Left out Londoners two years ago, and it has taken a fresh look at progress since then, concluding that there is a mixed picture, highlighting both good practice and continuing barriers for passengers who do not use digital methods or are disadvantaged in some way.

It said one of its ‘most concerning findings was the disparity between the cost of “tapping in and out” at the ticket barriers compared with the cost of buying a paper ticket, with the paper ticket sometimes costing around 200 per cent more.

It continued that ‘This represents a clear and expensive barrier for those relying on making cash payments, or people who have simply chosen to buy a ticket at the machine leaving them at a huge disadvantage.’

There has been a disparity between cash fares and the Oyster smartcard tariff on the Underground for more than 20 years. Since Oyster cards were introduced in 2003 they have always offered cheaper fares than paying cash, and ticket offices were closed at Underground stations after contactless bank cards had been added to the system, reducing the proportion of non-digital payments to 3 per cent or less.

On buses, meanwhile, it is no longer possible to pay with cash.

LTW added that it has ‘long stressed the importance of having staff at stations, and our new research highlighted that when staff are present, they provide crucial help to passengers. This is especially important for people who are more likely to be digitally excluded or disadvantaged, such as older people and disabled people as staff can offer support, advice and assistance.

‘However, we found that the level of support varies between stations, with some offering more help and assistance than others. This can be confusing for passengers who rely on extra support.’

London TravelWatch CEO Michael Roberts said: ‘The results of our research show that many passengers still face barriers, particularly when it comes to pricing, support, and navigating the transport system. It is simply unfair that those paying with cash – or who choose to use the ticket machines – are forced to pay so much more, and might struggle to find the cheapest option for travel. This is also likely to affect some of those most impacted by the ongoing cost of living crisis.

‘It is important to remove as many barriers to transport as possible, and accessibility should be at the heart of decision making. We are calling on Transport for London, transport operators and the Department for Transport to commit to addressing these issues that are leaving Londoners behind.’

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