Automatically refunded journeys as a result of a service delay
Request ID: FOI-2401-2324 Date published: 25 October 2023
You asked
I would like to the proportion of refunds that were automatically issued as a result of a service delay between January and September 2023. This does not include passengers that have had to log into their TfL account to request a refund, but instead the money has been automatically credited to their payment or Oyster card. Please include the total refunded amount for that month, the amount that was automatically refunded, and the amount that required the passenger to claim the refund manually.
We answered
TfL Ref: FOI-2401-2324
Thank you for your request which we received on 9 October 2023, asking for information about automated refunds.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.
Unfortunately we do not hold the information you have requested. We don’t provide automated service delay refunds as the nature of the network, with a variety of choices on how to get between two points and the frequency of service, means that it is not possible for us to determine that a particular customer was delayed by a specific incident. Applications must be initiated by the cardholder online.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely
Eva Hextall FOI Case Management Team General Counsel Transport for London
