transport for London

This afternoon, after abandoning the idea of a pub lunch that had been high up on the agenda until time started to crawl while the clock hands raced, I had a coffee and a carrot cake and poked around my mailbox a bit.  I was out in the sticks, in clear view of ambitious vegetation and falcons hunting in packs, but there was internet.  You can't escape it these days, it seems.

An email from noresponse@cclondon.com stopped me cold.  It asked me, the "Dear Customer", to "Please open the attached file to view correspondence from Transport for London".  The subject line was "Email from Transport for London".  Does that sound dodgy, or what?  I have one reason to correspond with Transport for London, but that correspondence hasn't been sent yet.

The unsent correspondence concerns Jane, TfL employee and member of the station staff at West Brompton tube station.  Last weekend, with a friend in tow, I had got special-fare tickets to go down to the coast.  It was supposed to be a sunny weekend, an entire summer in two days.  The tickets were for Southern, printed paper incompatible with TfL's touchcard system.

We wanted to get on at West Brompton.  I had picked an all-Southern itinerary and wasn't concerned at all.  With my cheery sunny Sunday morning face, I approached the ticket window.  "Could you please let us through?  We got these Downlander tickets?" I asked.  "No", came the curt reply.  There was no smile.  The woman was not happy.

I tried again, "Look, this is a ticket for Southern for today.  Our train leaves in five minutes."  I threaded the folded paper through the hole in the glass.  The woman studied it for a while, then shoved it back.  "To me, this is not a ticket.  This is a piece of paper."  That's when I wrote Jane's name down.  This will not go unpunished, I thought.

First was the matter of the train, though.  Faced with two options, I gave up on principle (jumping the gate with a finger in Jane's face) and did the deed of the meek, using my Oyster Card for the first part of the journey, effectively rewarding TfL for awful customer service.  My only consolation was that I'd get back to them with an inspired rant to the Complaints Department, and hopefully be reimbursed.

Ten days later, the complaint still waits to be written, which is why I was rather surprised to see an email purporting to be from TfL.  The invitation-to-click was signed "Business Operations Customer Service Representative", as if this meant anything.  To me the whole thing screamed Nigerian inheritance scam or maybe Russian spybot, depending on the content of the attached file.  I didn't open it but navigated to the sender's website to learn more.

Turns out that cclondon.com is the home of the congestion charge, which is administered by TfL.  Things fit, all of a sudden.  The sticks I was in was Oxford.  I had come to pick up kit to be moved to Imperial.  I had rented a van in the morning and paid ten quid for the privilege of later driving into Central London.  The email was indeed for me.  It contained my receipt – and quite a bit of material for a critical assessment of TfL's customer focus.