Fares claim SDR for Monday 08th July 2024 19:30 to 20:30
Request ID: FOI-1137-2425 Date published: 05 August 2024
You asked
Dear Sirs
I went to travel on the Met Line from Chesham to Northwood on 08.07.24 to catch the 19:30 train. I touched in at 19:30 but on my account it shows 19:31. There was already a large number of passengers waiting for the train so it was very evident it had been cancelled. When I asked the station assistant where the train was he was unaware it had been cancelled and said he had not been informed. I asked him at 19:50 hours and he said the next train was in 10 mins, so it was obvious the 19:30 was cancelled and once again nobody had bothered to inform the station staff, so they can do the courteous thing and apologise to passengers who pay for the alleged "service"
I am informed TFL employ a customer services officer to ensure this is done, yet time and time again there is no communication to your own station staff.
Under the Freedom of Act 2006 I require copies of any communications informing your own staff of the delays and if there were none, why was that not done. I suggest you do not write back giving the excuses of how short of cash you are, all I can say is tough luck, we all are. You would increase your revenues by improving service.
We answered
TfL Ref: FOI-1137-2425
Thank you for your request received by Transport for London (TfL) on8 July 2024.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Unfortunately, we do not hold recorded information on communication advising staff of the delays for the specified timeframe. However, staff were verbally informed of the delays.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely,
Mary Abidakun FOI Case Officer FOI Case Management Team General Counsel Transport for London
