Request to Reasonable Adjustments + Refunds
Request ID: FOI-1504-1819
Date published: 26 September 2018
You asked
7) Can you confirm if you have a policy/provide copy
dealing with refunds of tel call in relation to your
shortage of staff (people must be on the tel for a very
long time) and your equipment malfunctioning such as
the disable gate at KT and the TFL website that shows
the journey mentioned in the PDF but does not provide
an option to claim a online refund?
Thank you.
We answered
TfL Ref: 1504-1819
Thank you for your email received by us on 2 September 2018 asking for information about refund policies.
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 some of the information you require. You asked for the following:
7) Can you confirm if you have a policy/provide copy dealing with refunds of tel call in relation to your shortage of staff (people must be on the tel for a very long time) and your equipment malfunctioning such as the disable gate at KT and the TFL website that shows the journey mentioned in the PDF but does not provide an option to claim a online refund?
I can advise that we have no policy in place relating to refunding telephone calls. As a gesture of goodwill agents can refund a customer’s telephone call if they deem it appropriate. However, customers can claim for an incomplete journey online if their Oyster Card is registered via the following link https://tfl.gov.uk/fares-and-payments/replacements-and-refunds/didnt-touch-in-or-out
Whilst calls beginning with 034 are charged at local rates, most providers offer call packages that allow calls free of charge at certain times. 020 and 034 numbers are usually included in these packages. Outside of these, calls from landlines are typically charged between 2p and 10p per minute and calls from mobiles typically cost between 10p and 40p per minute. Connection charges may apply.
As mentioned in my acknowledgement, the remainder of your correspondence has been forwarded to Customer Services to address the specific issues raised..
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
Jasmine Howard
FOI Case Officer
Information Governance
Transport For London
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