I haven't travelled so I filled in gibberish as the fields are annoyingly mandatory. The complaint is for the lower than expected refund for my season ticket. Please provide the full mathematical formula used to come up to the refund amount. To clarify the request is to understand how you calculated the cost of usage and I expect to see the working numbers in detail. This is a complaint as your personnel handling such issues have not been trained to explain exactly how are the numbers calculated and is a black box to them. By law, you are required to provide the details. You are also required to provide the requested information according to the Freedom of Information Act 2000.

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TfL Ref: FOI-0300-2021

Thank you for your request received by Transport for London (TfL) on 22^nd May 2020 asking for information about your season ticket refund. Your request has been passed to me by our Customer Services team.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

Specifically you asked:

“The complaint is for the lower than expected refund for my season ticket. Please provide the full mathematical formula used to come up to the refund amount. To clarify the request is to understand how you calculated the cost of usage and I expect to see the working numbers in detail. This is a complaint as your personnel handling such issues have not been trained to explain exactly how are the numbers calculated and is a black box to them. By law, you are required to provide the details. You are also required to provide the requested information according to the Freedom of Information Act 2000.

I can confirm that we hold the information you require. Your refund was calculated as follows:

Your refund was calculated from the last day of use, and no admin fee was charged. Your ticket was used for 3 months and 1 day, so you were charged the equivalent of 3 monthly tickets: (£134.80 x3) + one day (£4.50) for a total usage of £408.90. This translated into a refund as follows:

Ticket summary:

Ticket: Adult Annual Travelcard, zones 1-2

Duration: Mon 16 Dec 2019 to Tue 15 Dec 2020

Original cost: £1404

Refund date: Mon 16 Mar 2020

Admin fee: n/a

Deposit refund: £5.00

Pay as you go credit: £1.30

Customer receives: £1001.40

More information on ticket refunds can be found on our website here:

https://tfl.gov.uk/fares/refunds-and-replacements

If this is not the information you are looking for please do not hesitate to contact me.

On a more general matter, please note that the Government has announced a series of measures to tackle the coronavirus. It is essential for London that we continue to provide a safe transport network for essential journeys.

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.

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,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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