Tap and cap overcharging some passengers because of “known issue” says Cornwall Council
15 November 2023

The tap on/tap off system of paying for bus fares came into operation in July 2022 and generally it seems to work well. I have used it a few times and have been impressed with it. I have written about it (see tap and cap, maximum £2 fare, tap and cap reimbursement) and have been encouraging passengers to use it.

However, recently when I made several journeys in a day using tap on/tap off, I found that the £7 daily cap was not applied and I was overcharged. See Littlepay printout below. I had travelled on both First Bus and Go Cornwall Bus. I emailed the Transport department of Cornwall Council to ask who I should contact to request a refund, see below.

The reply, see below, advised that there was a “known issue” within the charging system but no indication was given as to the extent of it, how many passengers have been overcharged, whether they have been reimbursed, or when the problem will be resolved.

My advice to passengers is to continue to use tap and cap where appropriate but, if you take 4 or more journeys in a day, check your Littlepay account to make sure that the daily and/or weekly cap has been applied properly. If you have been overcharged,
email Go Cornwall Bus and give them the details and ask for a refund. Also, please copy me into the email (see email address at bottom of this page) so that I can see the extent of the issue and let me know how you get on.

Update
28 November 2023
For what Cornwall Council say about it, see “nothing to do with us, guv."