TfL Ref: 0134-1920

Thank you for your email received by us on 8 April 2019 asking for information about service delay refunds following your previous request for information (reference: 3186-1819).

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold some of the information you require. You asked for service delay refund information from 5 January 2019 to cover:

- overall number of claims 
- overall number of successful vs unsuccessful claims 
- number of successful vs unsuccessful claims (first attempt) 
- number of successful vs unsuccessful claims (second attempt or more, e.g. appealed, challenged, follow-up phone call)
 
Please see the following table providing the number of submitted service delay refunds claims versus approved claims from January to March 2019.

Service Delay Refunds       
Calendar Year                        Submitted              Approved           Value (Fulfilled)      
2019 January-March               117,986                  112,102                £397,347.22      
 
Please note that this table does not include refunds we proactively issue to customers during periods of severe disruption.

Customers may also contact TfL in order to contest a decision if their claim was unsuccessful and have the initial decision overruled. Unfortunately we do not hold information on the number of claims that have been paid out via this channel, as mentioned previously.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Jasmine Howard
FOI Case Officer
Information Governance
Transport For London