refund policy
Request ID: FOI-1943-1819
Date published: 12 November 2018
You asked
Thank you London Underground for such a rubbish journey. On arrival at Northwood Hills was informed that no Amersham or Chesham trains stopping there despite fact on website it said there was a 1744 train to Amersham. Got Watford train to Moor Park. Waited until about 1810 for a packed Amersham train. Got to Chalfont and Latimer about 1820 and had a 17 minute wait for the Chesham train arriving there at approx 1850.
On arrival at Chesham whilst waiting in the massive queue because there had been a delay due to a signal failure at Ruislip you then did the fucking irritating announcement "There is a good service on the Metropolitan Line"
There happened to be a London Underground Station Manager there who informed me that if not more than 1 train is cancelled then that counts as a good service. I replied that having a train service delayed by 35 minutes because of a signal failure is not a good service and having announcement sets out to irritate passengers because it is telling lies.
You are required to supply me copies of your policy document relating to that within 20 working days under the Freedom of Information Act. The refund claim is submitted as you announced there was a signal failure indicating that during months of service shut downs you did not bother to carry out basic maintenance on the equipment which is why it failed. The burden of proof lies with you if you dispute that.
Interesting article in the Metro recently about train companies not telling customers of their rights under Consumer Credit legislation regarding if their trains are delayed through the fault of the train company and how they might be entitled to sue for consequential losses if trains are late irrespective of what their Terms and Conditions say!
We answered
Thank you for your email received by us on 15 October 2018 asking for information about London Underground’s Metropolitan line service.
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.
I note that your claim for a service delay refund has been submitted through our Customer Services team.
In reference to your Freedom of Information request, attached is a copy of the Metropolitan line’s service matrix.
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
Attachments
Back to top
