Oyster Service delay refund
Request ID: FOI-3318-1819
Date published: 01 April 2019
You asked
I there from want to better understand how endemic this issues is and wish to make a formal freedom of information of request. This consistent of responding to the following question:
(1) How are claims for reimbursement handled and hw is decision making undertaken?
(2) What checks are in apace to validate this process?
(3) In the past 12 months (Feb 2018- Jan 2019) how many refund claims have you received on-line?
(4) How many claims above were rejected?
(5) How many claims of these claims were followed up, claiming an inappropriate response is by phone?
(6) How many of these claims were reinstated (ie honoured) after initial rejection?
We answered
Our ref: FOI-3318-1819/GH
Thank you for your request received by Transport for London (TfL) on 3 March 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.
Please find attached a spreadsheet covering the data requested in the FOI request below received on Monday.
In addition to the attached table you may wish to include the follow comments on the data (in line in red):
- How are claims for reimbursement handled and how is decision making undertaken?
We are unable to provide detailed information on the process of how Service Delay Refunds claims are validated, as this could lead to fraudulent claims being made, however, in order for a claim to successful, the customers journey must meet the following criteria:
We do not record this information in a way which will allow us to answer these specific questions..
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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