FOI request detail

rail travel voucher

Request ID: FOI-2246-2223
Date published: 09 January 2023

You asked
Please could you provide me with an electronic copy of all sections of the LUL Ticketing and Retail books which discuss how TfL deal with Rail Travel Vouchers. For your assistance, this used to be section 5.5 (customer payments - warrants and vouchers) within book 5. I am interested in all guidance provided to TfL staff about how TfL staff should deal with Rail Travel Vouchers, be they Station and Revenue Control Staff, or operational staff. The reference provided previously (Section 5.5 of LUL Ticketing and Retail book 5) was correct in 2013, although I appreciate that TfL may have published relevant guidance in a different book name in the intervening period. Based on your description, I expect that the relevant section(s) will be found in the Ticketing & Revenue books, however I have not seen these documents so I do not know for sure.

We answered

TfL Ref: FOI-2246-2223

Thank you for your clarified request received on 8 December 2022, asking for information about guidance on rail travel vouchers.

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.

We no longer accept travel vouchers or warrants on the London Underground and all sections in the Ticketing & Revenue books that covered these, have been removed.

For London Overground and TfL Rail, we accept vouchers and warrants at our ticket offices at present.  There is a short section of guidance which I have attached for your perusal.  

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

Eva Hextall
FOI Case Management Team
General Counsel
Transport for London

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