FOI request detail

Details of service delay refunds issued since September 2019

Request ID: FOI-2458-1920
Date published: 11 December 2019

You asked

How many automatic service delay refunds have been issued to metropolitan line passengers since 1 September 2019 and relating to delayed journeys in the same period? How does this compare to the same period in 2018? How many service delay refunds have been claimed by passengers using the Metropolitan line since 1 September 2019? How does this compare to the same period in 2018? How many service delay refund requests from metropolitan line customers have been refused by TFL since 1 September 2019? How does this compare to the same period in 2018? Have any performance bonuses been paid to TfL employees whose duties include the maintenance or performance of the Metroplitan line since the new signalling was installed? Are there any plans to pay these employees bonuses? Thank you

We answered

TfL Ref: 2458-1920

Thank you for your request received by us on 14 November 2019 asking for information about London Underground’s Metropolitan line service and staff

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. You asked for:

Details of service delay refunds issued since September 2019
How many automatic service delay refunds have been issued to metropolitan line passengers since 1 September 2019 and relating to delayed journeys in the same period?

The following table provides the number of Automatic refunds that were issued to customers travelling between 2 and 8 September 2019 on the Metropolitan line.

Date                       Refunds issued
02/09/2019                 14,064
03/09/2019                 17,866
04/09/2019                 32,311
05/09/2019                 17,881
06/09/2019                 12,623
07/09/2019                 14,322
08/09/2019                 7,248

How does this compare to the same period in 2018?

I can advise that no automatic refunds were issued in 2018 for the Metropolitan line.

How many service delay refunds have been claimed by passengers using the Metropolitan line since 1 September 2019?

How does this compare to the same period in 2018?

How many service delay refund requests from metropolitan line customers have been refused by TFL since 1 September 2019?

When a customer completes a claims submission for a delayed journey the mode of travel is requested rather the London Underground line, therefore we do not record this information 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, geographical area or specific departments of the organisation.

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.

Have any performance bonuses been paid to TfL employees whose duties include the maintenance or performance of the Metropolitan line since the new signalling was installed? Are there any plans to pay these employees bonuses?

No performance bonuses have been paid to individuals involved in the maintenance or performance of the Metropolitan line since new signalling was installed in September 2019.

Senior management who were involved in the maintenance or performance of the Metropolitan line signalling will be eligible for a performance award for the 2019/20 performance year based upon the achievement against the TfL and London Underground scorecard results. These scorecards are based on multiple targets however line performance, reliability and customer satisfaction are elements that feed into the overall achievement scores.

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

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