Request ID: FOI-0054-2425 Date published: 25 April 2024
You asked
Dear Sirs,
Further to the above Service Delay Refund claim I have just phoned your customer service number who informed me that the claim is not being paid due to planned engineering works. Prior to making the journey I had checked the TFL go app and do not recall any mention of engineering works being done and that night. Therefore I require you to provide proof that the required information was on the website, when it was updated and the computer metadata proving it was updated to show there were engineering works. I do not recall seeing any notices at Northwood Hills or indeed any station along my route saying there were engineering works.
Therefore the burden of proof lies with you to prove the engineering works were pre-planned and were pre-announced making TFL not liable for any claim. I have noticed a systematic policy by TFL to deliberately reject claims for delays forcing fare paying passengers raise a dispute every time fares claims are rejected. Naturally every time I have to ring up and claim if the delay is proven to be the fault of TFL then it is only fair that you compensate me not only for the original fare claim but also for my time and phone bill.
I look forward to a response within 20 days in accordance with the Freedom of Information Act 2006.
We answered
TfL Ref: FOI-0054-2425 Thank you for your request received by Transport for London (TfL) on2 April 2024 asking for information about the notice of engineering works. Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require. Our records show that there were no engineering works on the specified date of your claim. Having noted your complaint, we have passed this on to our Customer Services team who should be in contact with you directly. Please see the attached information sheet for details of your right to appeal. Yours sincerely, Mary Abidakun FOI Case Officer FOI Case Management Team General Counsel Transport for London
