FOI request detail

Service Delay Refunds

Request ID: FOI-0839-1920
Date published: 25 June 2019

You asked

a) When this issue first occured or re-occured b)How many duplicate claims have been rejected c)When you first notified your regulator of this issue. d)correspondence in support of c)

We answered

Our Ref:         FOI-0839-1920

Thank you for your request received on 28 May 2019 asking for information about service delay refunds (SDRs).

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 hold some of the information you require. You asked:

a) When this issue first occurred or re-occurred

This issue was first raised with our payments team last month. We believe this may be the result of an operational process change in February 2017 that validated SDR claims. This resulted in incorrect information returning to Oyster Online which has led to a small subsection of claims to be rejected as duplicate claims.

b) How many duplicate claims have been rejected

We do not hold this information. We are able to provide information on the number of claims that were rejected with the same reference as a successful claim by the same customer. However, this will also include claims that would have been rejected for other reasons. Therefore we are not able to provide the requested figure.

c) When you first notified your regulator of this issue
d) correspondence in support of c)

SDRs are regulated internally. London TravelWatch is the independent, statutory watchdog for transport users in and around London however they would only become involved if they made an appeal on behalf of a customer.

Further information on how we are governed can be found on our website:

If this is not the information you are looking for please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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