During service disruption it is common for London Underground (LU) to arrange ticket acceptance with other TfL modes and external transport providers such as Train Operating Companies. Please provide copies of current documents which state LU's policy or offer guidance/instructions to staff in relation to ticket acceptance during London Underground disruption, including when ticket acceptance should be introduced and with which other TfL modes and external transport providers. This information is requested in relation to the Jubilee line.

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TfL Ref: 1429-1920

Thank you for your request received by Transport for London (TfL) on 9 August 2019 asking for information about London Underground’s policy or guidance notes to staff in relation to ticket acceptance during London Underground disruption.

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.

Ticket acceptance is part of a nationally agreed protocol and decisions are generally not made at local level. There are no specific arrangements in place for the Jubilee line.

In terms of arrangements when there is planned disruption on our network, which are typically weekend closures arranged some months in advance, we will request ticket acceptance by other operators and likewise we will also grant acceptance on London Underground services if other operators need us to. We usually do this on a quid-pro-quo basis. Our staff are notified of which train operating companies (TOCs) tickets to accept on London Underground and which TOCs which are accepting our tickets. This is done via a circular which is issued every fortnight, and information is repeated in other publications. If there are capacity issues we will work together on specific travel advice to minimise issues.

In the event of an unplanned disruption, the railway industry had agreed guidance called ‘Passenger Information During Disruption’ (PIDD) with each operator having thresholds for when they can call on the rest of the rail industry for assistance.  This request is usually done between control rooms, and in the case of London Underground is cascaded down via station control rooms/station supervisors by radio.  The information is also repeated on email/text/intranet messaging, although these are secondary means of communications.  The withdrawal of ticket acceptance is communicated the same way.  Ticket acceptance is generally not expected to last longer than two hours.

The PIDD is available on the following website using this  link: https://www.crosscountrytrains.co.uk/media/1070/atoc_approved_code_of_practice.pdf

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.

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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