What is keyGo weekly Capping?
keyGo Capping will limit how much you will be charged for keyGo journeys in a travel week (04:30am Monday – 04:29am Monday). You can make as many keyGo journeys as you like between two stations on the keyGo network across the week and only pay the equivalent of a weekly season ticket.
How do I opt-in for weekly capping?
keyGo customers will be automatically opted-in for weekly capping.
Can I opt out of weekly capping?
No, if keyGo is loaded to your smartcard you will automatically benefit from weekly capping. However, if you do not have keyGo on your key smartcard, you can continue to preload single, return or season ticket(s).
How is a weekly season ticket identified using keyGo capping?
Weekly capping is identified based on the journeys taken in a 04:30 Monday – 04:29 Monday travel window. A weekly season is identified when it matches the origin and destination of at least 4 journeys (one journey = single keyGo journey) in the travel week that can be covered by a weekly season ticket.
What happens if more than one weekly season ticket is identified as potential, for weekly capping?
Only one cap can be applied to a keyGo account, therefore the best value weekly season will be applied where more than one cap is identified.
How will I be charged for the journeys I take before weekly capping is applied (if applicable)?
You will be charged the applicable keyGo price for the journey being made daily until you reach the value of the weekly season fare. To reach the cap you may be charged a percentage of the final journey price that takes you up to the price of the season ticket.
Once you have reached the cap you will not be charged for any further journeys covered by the weekly season ticket.
Will my journeys continue to be auto filled if I fail to tap in/out?
No, with keyGo capping being introduced you must ensure you touch in at the beginning of your journey and touch out at the end of your journey. If for any reason you are unable to, you must complete your journey via your online account.
Will Incomplete Journey Charges (IJCs) still apply if I fail to complete my journey(s)?
Yes, IJCs will still apply. It is important that you complete your journey(s) to avoid incurring an incomplete journey and miss out on weekly capping being applied. Incurring an incomplete journey will appear as if you have not met the criteria for weekly capping.
If I have a pre-loaded season ticket on my Key Smartcard, will I still be eligible for weekly keyGo capping?
No, if you hold a pre-loaded season ticket at any point in the travel week on your key Smartcard you can continue to use keyGo outside of the validity your season ticket however it will not be capped except for traveling within the TfL Zones 1-9 (where you will benefit from daily capped zonal fares).
Can I use keyGo with Flexi Season tickets on the same Key Smartcard?
No, keyGo cannot be used on the same Key Smartcard with Flexi Season tickets. If you want to use both, you'll need a second Key Smartcard.
What should I do to ensure uninterrupted keyGo service?
Ensure your payment card details are up-to-date to avoid any disruptions in service.
Can I claim Delay Repay?
Yes, you can claim Delay Repay. When using keyGo, Delay Repay will be calculated at the end of the Monday to Monday travel window. This will ensure you receive the correct compensation depending on the journey(s) that have been settled i.e., the price of a weekly season ticket rather than single keyGo journeys.
Can I sign up for auto-Delay Repay notifications if I use keyGo?
Yes, by signing up for auto-Delay Repay notifications, we will proactively contact you when we believe you are entitled to compensation.
What happens if I forget to touch in or out during my journey?
Always remember to touch in at the start and out at the end of every journey. Incomplete journeys will incur a £50 charge, but you can complete your journey online if you forget.
Do keyGo journeys have to be completed on consecutive days? i.e., can I do the same journey Monday – Wednesday and then again on Saturday but do different journeys on the Wednesday and Thursday but still be capped?
Consecutive travel is not required. It should be noted that capping is applied when the value of a weekly season ticket is reached, therefore if you travel off-peak it will take more journeys for weekly capping to be applied (as capping is always applied against the equivalent value of the weekly season ticket).
If you start your travel later in the Monday – Sunday travel window ie Thursday, you may not meet the weekly capping criteria as the value of the journeys made is less than the price of the equivalent weekly season ticket.
Will weekly capping be applied if travelling to/from Group Stations i.e., Bedford Stations, Croydon Stations, London Thameslink, London Terminals, Dorking Stations?
Yes, weekly capping is applied when travelling to/from group stations.
Does weekly capping apply if a I travel to a Group Station on another Train Operating Company ie West Croydon, Dorking Deepdene?
Yes, if the station(s) are within the keyGo network area.