Replies from LOROL:

Lack of compatibility with 18+ Student Oyster
Actually, there is a problem with all types of newly issued Oyster cards, of which 18+ Student are by far the most numerous. They are compatible, but due to a technical issue there is a small risk of transaction failure with this type of card, which could cause a customer to pay for, but not receive a product. It is for that reason that we have placed advisory notices on the machines suggesting that such customers should use the ticket office instead.

The issue in question is affecting machines operated by other Train Operating Companies, as well as the DLR. The equipment manufacturer has developed a software upgrade to fix this issue, which will be tested during the next few weeks. If all goes well, full roll-out will take place by the new year.

Type of ticketing machine
The machines we operate are the best available for the task. Apart from addition of Oyster functions, all machines on these stations are either brand new or fully refurbished. They were procured by TfL, although in fairness if LOROL has have been given this task, we would not have done it any differently. The “swanky new” machines the author refers to offer no extra customer functions compared to the earlier version, and are equal in terms of reliability. The type of machine operated by LUL is not accredited for use on the National Rail network, and cannot retail many NR products. Therefore, finance was not an issue in this matter.

The ticket office machines were upgraded last April, but not replaced with the same type in use elsewhere on LO. The nature of this upgrade was approved by TfL. The reason for this was operational rather than financial. Because the two types of machine are very different to operate, each member of staff would have to have a four-day training course. We are obliged by TfL to staff the station fully at all times, and this together with a shortage of suitably trained alternative resources would make releasing staff for training very difficult. We are currently examining ways of further upgrading the service we offer at these ticket offices.

If the reason was financial, we would have replicated this policy on the eight brand new stations on the East London Line core section – which we did not.

Lack of Receipt
Receipts may be selected by pressing the appropriate button during the transaction. Otherwise, no receipt will be issued by default. This is to avoid waste and litter left by those who don’t really want a receipt. We are considering implementing the same for bank card sales vouchers, which are often carelessly discarded .

Told to contact Southern and other complaints
This is unfortunate. These comments will be passed on to the local Customer Services Manager for investigation and action.

malcs stated that the £10 credit was on the card on departing HOP, therefore the ticket machine had worked correctly. There must have been an issue during the journey, possibly an unresolved entry/exit. In this case, the best advice would be to contact the Oyster Helpdesk.