Request ID: FOI-0218-2324 Date published: 15 May 2023
You asked
Follow-up to TfL Ref: 3564-2223. Thanks for this.
As part of this FOI request, can TfL provide the business rules used to validate customer claims for magnetic paper ticket claims if TfL claim these did not change as part of this process and have not changed since this date please?
I am specifically interested in the rules surrounding what constituted a service delay pre June 2014 vs those post this date, if this can be provided authentically date coded or at least highlighted if they form part of a longer text document please?
We answered
TfL Ref: 0218-2324
Thank you for your request received by Transport for London (TfL) on 19 May 2023 asking for information about Service Delay Refunds following your previous request for information, TfL reference:3564-2223.
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 the following:
As part of this FOI request, can TfL provide the business rules used to validate customer claims for magnetic paper ticket claims if TfL claim these did not change as part of this process and have not changed since this date please?
I am specifically interested in the rules surrounding what constituted a service delay pre June 2014 vs those post this date, if this can be provided authentically date coded or at least highlighted if they form part of a longer text document please?
We can advise that there has not been a change regarding what constitutes a Service Delay pre-June 2014 and post-June 2014.
Pre-2014, the London Underground Customer Charter Refund Scheme had the same rules as the Service Delay Refund scheme today - where London Underground customers that are delayed by 15 minutes or more, for reasons within TfL’s control, are entitled to compensation equivalent to the single fare for the affected journey.
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 FOI Case Management Team General Counsel Transport for London
