FOI request detail

Service delay refund policy

Request ID: FOI-0475-2223
Date published: 14 June 2022

You asked
Could you please provide a copy of any policies relating to ‘Service delay refunds’. I have checked existing FOI requests (max 24 months ago) to see if this was requested previously but it doesn’t appear so. Additionally, there doesn’t seem to be a document published online regarding this.

We answered

TfL Ref: 0475-2223

Thank you for your request received by Transport for London (TfL) on 31 May 2022 asking for information about our service delay refunds policy. 

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: Could you please provide a copy of any policies relating to ‘Service delay refunds’. I have checked existing FOI requests (max 24 months ago) to see if this was requested previously but it doesn’t appear so. Additionally, there doesn’t seem to be a document published online regarding this.

We don’t have a written ‘policy’ about service delay refunds as such however, we do have information set out in our Conditions of Carriage which can be found here: https://tfl.gov.uk/corporate/terms-and-conditions/ticketing-and-travel-conditions-of-carriage?intcmp=3774 – service delay refunds are mentioned in clauses 3.2.3 and 8.2.7 and in appendix 2.

We also have information available on our website which can be located using the following links.

https://tfl.gov.uk/fares/refunds-and-replacements/tube-and-dlr-delays
https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-tfl-rail-delays
https://tfl.gov.uk/fares/refunds-and-replacements/emirates-air-line-delays
https://tfl.gov.uk/fares/refunds-and-replacements/bus-and-tram-delays


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


Sara Thomas
FOI Case Management Team
General Counsel
Transport for London

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