FOI request detail

Oyster Complaint - relates to FOI-2095-1617

Request ID: FOI-2371-1617
Date published: 27 March 2017

You asked
I would like for you to use following search words: -Renewing season ticket -refunds -recovering credit Thank you for your email of 25 January 2017 requesting information about complaints received in relation to issues in renewing season tickets. Unfortunately, from the description provided, we are unable to identify the information you require. You have asked for: some data on what level of complaints you had in relation to issues in renewing season tickets To enable us to assist with your request, we require a more detailed description of the information you’re seeking together with any other details you think might help us locate the information you require. We record a reason code when a complaint is received, but these codes are not specific enough to allow us to isolate complaints about season ticket renewals. The most likely way we could locate the information you are seeking is to run a key word search to identify how many complaints contain a particular phrase within a specified period. If you would like us to carry out a key word search, please specify the word or phrase and the time period you would like us to report on. We do publish a report every quarter on the number of complaints per 100,000 journeys across the network. However, this report does not provide the level of detail that you have requested. The report is published on the TfL website

We answered

TfL Ref: 2371-1617

 

Thank you for your emails received on 25 January and 27 February 2017 asking for information about the number of complaints received in relation to issues in renewing season tickets over the last two years.

 

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.

 

We’ve used a keyword search based on the following:

 

  • Date range: 01 January 2015 to 31 December 2016

     



  • Type: Complaint

     



  • Keywords:

 

  • renew season ticket
  • renew annual travelcard
  • renew yearly travelcard
  • renew weekly travelcard
  • renew monthly travelcard
  • renew annual pass
  • renew yearly pass
  • renew monthly pass
  • renew monthly travel pass

 

This returned six complaints. We also received 80 enquiries about the same subject matter over the same period.

 

If this is not the information you are looking for, 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

 

 

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

 

 

 

 

Back to top

Want to make a request?

We'll email you the response within 20 working days.


We'll publish the response online without disclosing any personal information.

Make a request

Something wrong with this request?


If you believe this request is not suitable, you can report it for attention, at foi@tfl.gov.uk