Automatic Refunds for Customers on Bus Route 108 during closures of the Blackwall Tunnel
Request ID: FOI-1143-2425 Date published: 31 July 2024
You asked
During the recent weekend multiple closures of the Blackwall Tunnel, you advised Customers of Bus Route 108 that at certain times, the bus route would run in two sections - Stratford to Canning Town and North Greenwich to Lewisham, and when that happened, they would need to use the Jubilee line to travel between Canning Town and North Greenwich (or vice versa). You further advised that they wouldn't be charged any extra for using the Jubilee line at this time. In railway terms, I think this is called "ticket acceptance".
Could you please provide me with the rationale behind making this decision and also advise on whether any technical changes were required to your IT systems and any associated IT costs (please note, I am not asking for any information about what those changes may have been).
We answered
TfL Ref: FOI-1143-2425 Thank you for your request which we received on 8 July 2024.
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 the information you require.
You specifically asked: During the recent weekend multiple closures of the Blackwall Tunnel, you advised Customers of Bus Route 108 that at certain times, the bus route would run in two sections - Stratford to Canning Town and North Greenwich to Lewisham, and when that happened, they would need to use the Jubilee line to travel between Canning Town and North Greenwich (or vice versa). You further advised that they wouldn't be charged any extra for using the Jubilee line at this time. In railway terms, I think this is called "ticket acceptance". Could you please provide me with the rationale behind making this decision and also advise on whether any technical changes were required to your IT systems and any associated IT costs (please note, I am not asking for any information about what those changes may have been).
Response:
The rationale behind this decision is that when the Blackwall Tunnel is closed, it is quicker for route 108 passengers to cross the river using the Jubilee line, if available, and pick up the 108 on the other side of the river.
If the Jubilee line is not available the 108 uses Tower Bridge as a diversion. As well as taking a long time for cross-river passengers, such a diversion impacts the ability to run the bus service to a high standard meaning passengers who aren’t crossing the river are also adversely impacted.
There are no associated IT costs as there are no changes needed to the fares system; the only costs will be the costs of running the refund process which we are not able to provide a separate figure for as it’s part of a wider already established function.
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
