Request ID: FOI-1357-2122 Date published: 20 October 2021
You asked
I’m contacting you with a specific FOI relating to unclaimed Delay Compensation refunds.
Firstly, I’d like to know how many passengers who used Tube services between the dates 1 September 2020 to 1 September 2021 faced delays of 15 minutes or more.
Secondly, I’d like to know how many of those passengers claimed a refund for their delayed journey.
Finally, I’d like to know the total figure of how much, in a monetary value, was left unclaimed between the dates specified above.
We answered
TfL Ref: FOI-1357-2122
Thank you for your request received by Transport for London (TfL) on 23rd September 2021 asking for information about unclaimed Delay Compensation refunds.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“I’m contacting you with a specific FOI relating to unclaimed Delay Compensation refunds.
Firstly, I’d like to know how many passengers who used Tube services between the dates 1 September 2020 to 1 September 2021 faced delays of 15 minutes or more.
Secondly, I’d like to know how many of those passengers claimed a refund for their delayed journey.
Finally, I’d like to know the total figure of how much, in a monetary value, was left unclaimed between the dates specified above.”
TfL does not hold the requested data in your first and third questions. We do not retain data on all tube journeys that are delayed by 15 minutes. When customers requests a delay refund that specific journey duration and any delay is checked and a refund is processed if the journey was delayed by 15 minutes or more. However, we do not retain a record of how many passengers were eligible for a refund nor whether there was a claim against the journeys made by them.
We publish service delay refund figures by calendar month on a quarterly basis. The next update to this data should be in the next couple of months and you may find this information at the following link:https://content.tfl.gov.uk/service-delay-refunds.pdf
In accordance with section 21 of the FOI Act we are not obliged to provide this information as it is accessible to you elsewhere.
More general information about how to claim a refund for a delayed London Underground journey can be found on our website here:
