TfL Ref: 2010-1718

Thank you for your email received by us on 21 October 2010 asking for information about service delay refunds and unregistered account holders.

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.

I can advise that there has not been a fundamental change in Transport for London’s (TfL) service delay refund policy, nor is there discrimination against unregistered customers. However, to prevent fraudulent activity, we advise customers to register their contactless payment cards online and apply for service delay refunds autonomously. If for some reason the customer’s request is rejected, we send an email to advise contacting Customer Services for further assistance.

I understand that both of your service delay refund requests were accepted at the beginning of this month.

To help us determine the factors that are preventing an online account from being created, our Customer Services team would welcome further information concerning the security policy issue referenced in your correspondence via [email protected].

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