Refund mechanim for delayed tube journeys

D Gold made this Freedom of Information request to Transport for London

The request was successful.

From: D Gold

24 December 2011

Dear Transport for London,

Under the FOI Act please clarify:

1. Why does TFL not credit back claims for delayed journeys after a
claim has been made, electronically to the Oystercard rather than
send old fashioned, time consuming and expensive vouchers by mail?

2. How many a) delayed compensation requests were made in 2010 and
2011 and B) how many were approved and c) how many were refunded by
voucher and how many electronically?

3. What is the estimated cost of having to send vouchers by post
during 2010 and 2011 (postage, paper, manual time etc)?

4. When does TFL expect to go green and save me and other travelers
money by not increasing our tube fares and start using a 21st
century mechanism of refunding credit to an oystercard?

Thanks.

Yours faithfully,

D Gold

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From: FOI
Transport for London

28 December 2011

Dear D. Gold

 

TfL Ref:          FOI-1283-1112

 

Thank you for your e-mail received by Transport for London (TfL) on 28
December 2011 asking for information about the refund process for delayed
tube journeys.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 

 

A response will be provided to you by 27 January 2012.

 

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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From: FOI
Transport for London

25 January 2012


Attachment Your Right to Appeal.pdf
14K Download View as HTML


Dear D. Gold

 

TfL Ref:          FOI-1283-1112

 

Thank you for your e-mail received by Transport for London (TfL) on 28
December 2011 asking for information about the refund process for delayed
Tube journeys.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I can
confirm TfL does hold the information you require. You asked:

 

1.    Why does TfL not credit back claims for delayed journeys after a
claim has been made, electronically to the Oyster card rather than send
old fashioned, time consuming and expensive vouchers by mail?

 

We already issue some refunds direct to Oyster cards, and are
investigating whether this can be extended to encompass all refunds made
to Oyster customers (including Customer Charter refunds). However, we do
not have any timescales yet as much of this relies on the availability of
funding for the technical changes required.

 

2.    How many:

a)    Delayed compensation requests were made in 2010 and 2011

b)   Were approved 

+------------------------------------------------------------------------+
|  | 2010 | 2011 |
|------------------------------+--------------------+--------------------|
|Number of claims | 409,876 | 448,523 |
|------------------------------+--------------------+--------------------|
|Paid claims | 339,735 | 400,353 |
+------------------------------------------------------------------------+

 

c)  Were refunded by voucher and how many electronically?

 

No Customer Charter claims are electronically refunded.

 

3.    What is the estimated cost of having to send vouchers by post during
2010 and 2011 (postage, paper, manual time etc)?

 

The cost for fulfilling voucher refunds in 2010 and the first part of 2011
was £293.00 per 1,000 vouchers plus postage. After a contract review in
2011 fulfilment of vouchers was £305.00 per 1,000 plus postage.

 

Cost of voucher fulfilment in 2010                       =         
£99,542.35 plus postage

Cost of voucher fulfilment in 2011 (Jan–June) =          £67,310.60 plus
postage

Cost of voucher fulfilment in 2011 (Jul – Dec)  =          £52,552.19 plus
postage

 

Additional costs for stationery (paper and envelopes) are not included.

 

4.    When does TfL expect to go green and save me and other travellers
money by not increasing our tube fares and start using a 21st century
mechanism of refunding credit to an Oyster card?

 

As stated in question 1 above, we do issue some refunds directly to an
Oyster card and are investigating whether it would be possible to extend
this.

The introduction of contactless bank card technology on London Underground
in 2013 (and on Buses from summer 2012) will mean fewer customers require
refunds in the first place, and those that are liable for a refund should
get it quicker and direct to their bank account.

 

If this is not the information you are looking for please feel free to
contact me.

 

Please see the attached information sheet for details of your right to
appeal.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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From: D Gold

5 February 2012

Dear FOI,

Thank you for the information.

Pls confirm who the outsourcing Company is that is "contracted to
fulfil voucher refunds" and also the cost to TFL for their
services.

Yours sincerely,

D Gold

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From: FOI
Transport for London

6 February 2012

Dear D. Gold

 

TfL Ref:          FOI-1569-1112

 

Thank you for your e-mail received by Transport for London (TfL) on 6
February 2012 asking for information about the company who issues vouchers
for Customer Charter refunds.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 

 

A response will be provided to you by 5 March 2012.

 

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

show quoted sections

Link to this

From: FOI
Transport for London

5 March 2012


Attachment Your Right to Appeal.pdf
14K Download View as HTML


Dear D. Gold

 

TfL Ref:          FOI-1569-1112

 

Thank you for your e-mail received by Transport for London (TfL) on 6
February 2012 asking for information about the company who issues vouchers
for Customer Charter refunds.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I can
confirm TfL does hold the information you require. You asked:

 

1.    Please confirm who the outsourcing Company is that is "contracted to
fulfil voucher refunds".

 

The outsourcing company used to fulfil voucher refunds for TfL is Valldata
Services Limited.

 

2.    The cost to TfL for their services.

 

Information on TfL’s payments to suppliers is published on the TfL website
at:

[1]http://www.tfl.gov.uk/corporate/about-tf...
  

 

Payments to Valldata Services Limited are listed in the data published
there. In accordance with section 21 of the FOI Act TfL is not obliged to
provide this information to you in this response as it is accessible via
our website.

 

Please see the attached information sheet for details of your right to
appeal.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[2][TfL request email]

 

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