Automated refunds
Dear Transport for London,
Over the last 6 months there have been significant issues with signalling on the metropolitan and jubilee lines. I have recieved emails from tfl advising refunds for delays will be automatically processed.
Despite being delayed for over 40mins on occasion I am yet to see this on my account.
My request is there for for you to publish how many automated refunds have been made and for which journeys.
Yours faithfully,
S Shah
Dear S Shah
Our ref: FOI-3735-1920/GH
Thank you for your request received by Transport for London (TfL) on 3
March 2020 asking for information about automated refunds.
Your request will be processed in accordance with the requirements of the
Freedom of Information Act and our information access policy.
A response will be sent to you by 1 April 2020. We publish a substantial
range of information on our website on subjects including operational
performance, contracts, expenditure, journey data, governance and our
financial performance. This includes data which is frequently asked for in
FOI requests or other public queries. Please check
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.
We will publish anonymised versions of requests and responses on the
[2]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.
In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
References
Visible links
1. http://www.tfl.gov.uk/corporate/transpar...
2. http://www.tfl.gov.uk/
3. http://www.tfl.gov.uk/corporate/about-tfl/
Dear S Shah
Our ref: FOI-3735-1920/GH
Thank you for your request received by Transport for London (TfL) on 3
March 2020 asking for information about automated refunds.
Your request has been considered under the requirements of the Freedom of
Information Act 2000 and our information access policy. I can confirm that
we do hold some of the information you require.
For data privacy reasons, we do not hold detailed information on the
end-to-end journey a customer makes beyond 8 weeks. When processing
refunds, we refund based on the customer making a completed journey, for
which they are delayed for 15 mins or more, and where they have an entry
or exit (or both) at a station or stations on the affected lines.
Just over 184,000 refunds have been issued to customers for issues on the
Metropolitan and Jubilee lines over the last 6 months.
If this is not the information you are looking for, please do not hesitate
to contact me.
The Government has announced a series of measures to tackle the
Coronavirus. It is essential for London, and in particular for all
critical workers, that we continue to provide a safe transport network
that enables them to make the journeys they need to.
In current circumstances, we are not able to answer FOI requests readily
and we ask that you please do not make a request to us at present.
Answering FOI requests will require the use of limited resources and the
attention of staff who could be supporting other essential activity. In
any event, please note that our response time will be affected by the
current situation.
If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
References
Visible links
1. http://www.tfl.gov.uk/corporate/about-tfl/
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