First York issues advice after some bus passengers are charged twice

Some bus passengers using the tap-on, tap-off service on First York buses have been charged twice.

Several customers took to social media to reveal they had been charged twice for the same journey via the new ‘tap on, tap off’ (to-to) system on some First York services.

Sometimes is due to an issue known as ‘card clash’ – where two versions of the same bank card are picked up by the contactless reader on board the buses.

Others have pre-paid for their ticket but when they go to scan the app, the reader also picks up their bank card.

One said: “If anyone uses the First Bus app be careful if you store your bank card in your phone case as it will charge twice.

“I didn’t realise until this morning when the lovely bus driver informed me. I looked through my bank statement and realised it had happened three times and none of the drivers told me.”

Another wrote: “If you have pre-bought a ticket on the app, when you go to scan it on the bus if your bank card is in your phone case it will also register that there is a bank card and try to charge to-to.

“The driver has to cancel the to-to to stop it going through.”

Several other passengers reported similar experiences. If this does happen, the company will reimburse the duplicate fare.

A spokesperson for First York said: “Card clash can happen when more than one payment card or device is accidentally presented at the reader.

“To avoid this and only pay the best fare, customers must keep bank debit cards and mobile phones separate and to use the same payment choice when tapping in and tapping out.

“If a customer believes they have been incorrectly charged they should contact our customer services team to arrange a refund.

“Details of the process for claiming are explained on our website.”