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Incomplete journeys

What is an incomplete journey?

When you pay as you go, you need to touch in at the start and touch out at the end of all Tube, Docklands Light Rail (DLR), London Overground and National Rail journeys. If you don't, we don't know where you have travelled, so we can't charge the correct fare for the journey you made. When this happens your journey is regarded as 'incomplete' and you could be charged a maximum pay as you go fare. If you do not touch in at the start of a journey, you are also liable to a penalty fare and could be prosecuted.

A maximum pay as you go fare can be as much as £8.50 per journey and does not count towards a daily price cap.

Why you might get an incomplete journey on your Oyster card

You can get an incomplete journey on your Oyster card if you do not touch in at the start and touch out at the end of your journey on Tube, DLR, London Overground and National Rail services. You're more likely to do this when you are in an unfamiliar or busy station, or if your journey is disrupted. Other common reasons are:

You didn't see a validator

Walking through an open gate

Station evacuation

Crowding or congestion

Touching in and out if the gates are open

You should always touch in and out, even if the gates at stations are open. Where there are no gates you should use a validator. You can find these at station entrances and exits.

Changing trains

If you need to change trains during a journey, you should touch your Oyster card on a pink card reader (if there is one). If you need to change stations in the middle of a journey, touch out and touch back in.

Automatic correction of incomplete journeys

We recognise that there are times when you can't touch out as you leave a station, during a major sporting or entertainment event, for instance. When this happens, we will attempt to adjust the credit on your Oyster card by automatically 'completing' the journey.

We also recognise that it is possible to occasionally forget to touch out. When this happens, we will also attempt to credit your Oyster card.

The credit can be picked up at the station you use most often. It loads on to your Oyster card automatically when you next touch your card on a yellow card reader, as you enter or leave a station.

Checking to see if you have an incomplete journey

You can check your journey history to see if you have an incomplete journey. You can check your journey history:

At a Tube or London Overground station ticket machine or ticket office

Online*

By calling customer services on 0343 222 1234

* To check for incomplete journeys, you must have an Oyster online account. Viewing your journeys this way allows you to see all the journeys you've made during the previous eight weeks.