FOI request detail

Delays and Reports

Request ID: FOI-2377-1920
Date published: 28 January 2020

You asked

I would like to know if it is possible to access a detailed report showing all delayed trains and number of users in 2019 on the Metropolitan Line. I would also like to know if there is a report showing how many users are submitting delay refund requests.

We answered

Our ref: FOI-2377-1920

Thank you for your request received by Transport for London (TfL) on 20 October 2019 asking for information about the Metropolitan Line.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. I can confirm we do hold the information you requested. You asked:

I would like to know if it is possible to access a detailed report showing all delayed trains and number of users in 2019 on the Metropolitan Line.

Please find attached a list of all incidents booked on the Metropolitan line from 01/01/2019 to 07/11/2019 including date, time, location, initial delay time (in minutes), business function responsible for the delay and the cause factor.

There are 2,578 incidents recorded between the dates mentioned above. The delays in the list does not include consequential delays/cancellations or delays as a result from delays on other lines. Please also note, we do not record any delays that lasted less than two minutes.

The Metropolitan, District, Hammersmith & City and Circle lines carry 1.3 million passengers per day, accounting for 40 per cent of the Tube network and 25 per cent of the overall London Underground ridership. Because these lines share a lot of track and infrastructure, we are modernising them under a single combined and integrated project, Four Lines Modernisation (4LM). Our £5.4 billion programme to modernise the signalling on those lines will result in greater capacity and frequency, as well as improved journey times, reliability and customer information. This is the largest single upgrade in the history of the Tube.

Customers have already seen the benefits of the brand new walk-through air conditioned trains. Now we are into the critical stage of introducing the new signalling, including replacing signalling equipment built in 1926. The programme is currently on track to deliver an initial 30 trains per hour service over the south side of the central area in May 2021. Further increases to 32 trains per hour are then planned to be in service across all lines by May 2023.

On 2 September 2019, a section of new digital signalling was introduced from Latimer Road to Finchley Road and Euston Square, with trains operating automatically on those sections of the route. We extensively tested the new signalling during engineering hours and on weekends prior to going live, and this went well. But, while running the new software with the trains in a live environment we have experienced some software reliability issues and there have been a number of incidents of disruption for our customers. These have largely centred around communications issues between software systems on and off the trains.

We have been working with our signalling supplier to identify how to address these issues, and fixes are now being developed. Two software updates are scheduled for late this month and for mid-January next year, which we are confident will improve the situation for our customers.

I would also like to know if there is a report showing how many users are submitting delay refund requests.

When making a claims submission for a delayed journey the mode of travel is requested rather the London Underground line, therefore we do not record information on the number of claims relating to the Metropolitan line in the format requested. To fulfil this part of your request would require manually re-assessing each Oyster and Contactless journey associated with every claim submitted between the above dates to determine which claims were feasibly affected by the Metropolitan line disruption by using the origin and destination details of each journey undertaken. Consequently, to provide such data would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004.

Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.

To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope so that we can more easily locate, retrieve and extract the information you are seeking. If you want to refine your request or make a Freedom of Information Act request in future, please bear in mind that the Freedom of Information Act allows you to request recorded information held by us. You should identify the information that you want as clearly and concisely as you can, specifying the types of document that you are looking for. You might also consider limiting your request to a particular period of time.

Although your request can take the form of a question, rather than a request for specific documents, we do not have to answer your question if it would require the creation of new information or the provision of a judgement, explanation, advice or opinion that was not already recorded at the time of your request.

Information regarding the number of Service Delay Refunds (SDR) requests on a quarterly basis can be found here:

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.

Yours sincerely,

Melissa Nichols

FOI Case Officer

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.