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?

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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):

1. 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:

    

    

• Be complete (for Oyster and CPC)

   

• Be a fare-paying journey

   

• Have wholly, or partly, used a TfL service(s) during a disruption.

   

• Be delayed on a Tube or DLR service for equal to, or over 15 minutes (>=15), or be delayed on a London Overground service for equal to or over 30 minutes(>=30)

   

• Where the delay was attributable to TfL

   

  Customers can also contact TfL in order to contest a decision if their claim was unsuccessful and have the initial decision overruled.

   

   

  1. What checks are in apace to validate this process?

      

     We are unable to release detailed information on the validation process as this information could be used to assist fraudulent claims. Whilst we make no suggestion that you would use this information in such a way, disclosure of this information to you has to be regarded as a disclosure to ‘the public at large’, as all responses are published on our website.

      

      

  2. In the past 12 months (Feb 2018- Jan 2019) how many refund claims have you received on-line?

      

  3. How many claims above were rejected?

      

     The number of submitted claims and approved claims is shown in the table below.

      

     This does not include refunds that we proactively issue to customers during periods of severe disruption.

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

     Service Delay Refunds Totals
     (Feb 2018-Jan 2019)

     Submitted

     Approved

     Value (Fulfilled)

     444,237

     403,574

     £1,459,329.02

      

      

      

  4. How many claims of these claims were followed up, claiming an inappropriate response is by phone?

      

  5. How many of these claims were reinstated (i.e. honoured) after initial rejection?

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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