TfL Ref: 2342-1920

Thank you for your email received by us on 5 November 2019 asking for information about service delay refund requests.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. I can confirm we do hold the information you require. You asked:

how many service delay refund requests were made in total in each of the following months, please:

July 2019,
August 2019,
September 2019 and
October

Please also indicate how many of these requests were paid out.

Please also confirm the total figures paid to customers making service delay refund requests during these months.

The information you asked for from July to September 2019 is available on our website using the following link: http://content.tfl.gov.uk/service-delay-refunds.pdf

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

In accordance with the FOI Act, we are not obliged to supply you with a copy of the requested data for October 2019 as it is subject to a statutory exemption to the right of access to information, under Section 22 of the Act.

In this instance the exemption has been applied as the information you have requested is intended for future publication. This data is updated on a quarterly basis and will be published on the TfL website in the New Year.

The use of this exemption is subject to an assessment of the public interest in relation to the disclosure of the information concerned. TfL recognises the need for openness and transparency by public authorities and the particular public interest in disclosure of this information, However in this instance, it is considered that the public interest favours the publication of this information, in context and according to the pre-determined schedule, rather than in response to your request, to ensure the information is provided accurately and in an accessible manner.
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