FOI request detail

Delay refund claims

Request ID: FOI-2504-1920
Date published: 25 February 2020

You asked

according with the Freedom of Information Act, I would like to request the following data: A – Data on total number of delay refund claims and corresponding money refunded, for all TfL between 1 Jan 2017 and the date when the data is provided (which should cover at least until 31 Oct 2019), this should be segmented preferably by day, if that is not possible by week or month. B – The cost that TfL incurred to carry out the amendments in the site during summer 2019 that originate the behaviours described (captchas at log in and delay refund forms, double log in defence, lock-down of delay refund form after certain uses). This should be specified in GBP, or if that is not possible in hours of labour accompanied by the level of seniority corresponding to that labour and the wage band associated to it. Both data requests should be sent digitally to this email address.

We answered

Our ref: FOI-2504-1920/GH

Thank you for your request received by Transport for London (TfL) on 6 November 2019 asking for information about service delay refunds.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold some of the information you require:

  1. Please find attached the data showing the Service Delay Refund claims for the period January 2017 – October 2019 as requested, broken down by calendar month.



  2. The costs incurred are not recorded in a way which allows us to readily report on the specifics, as much of it was included with other ‘business as usual’ activities. We have spoken to the teams to understand the work that was done and by whom. Based on their estimates we believe the costs were in the region of £55.5K. This represents the effort of two developers and two testers working for 4 weeks.

If this is not the information you are looking for please do not hesitate to contact me.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London


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