I am looking for figures on the number of TfL Rail passengers who have been eligible for full or partial ticket refunds under Delay Repay or similar delay reimbursement schemes, and the number of passengers who have claimed. Is this something you would be able to provide? Ideally, I’d be looking for data for each individual month from Jan 2017 to Feb 2019 covering the following: Number of passengers eligible for partial refunds because of delays Number of passengers eligible for full refunds because of delays Number of passengers who made claims for partial refunds because of delays Number of passengers who made claims for full refunds because of delays Number of passengers who were successfully awarded partial refunds because of delays Number of passengers who were successfully awarded full refunds because of delays Total monetary value of all tickets eligible for refunding Total monetary value of all refunds given It would be great to get this data by Friday March 22 at the latest, and ideally in an Excel file, if you are able to provide it.

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TfL Ref: FOI-3334-1819

Thank you for your email of 6^th March 2019 asking for information about refunds for delays on TfL Rail.

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.

Specifically you asked:

“I am looking for figures on the number of TfL Rail passengers who have been eligible for full or partial ticket refunds under Delay Repay or similar delay reimbursement schemes, and the number of passengers who have claimed.

Is this something you would be able to provide?

Ideally, I’d be looking for data for each individual month from Jan 2017 to Feb 2019 covering the following:

1. Number of passengers eligible for partial refunds because of delays

2. Number of passengers eligible for full refunds because of delays

3. Number of passengers who made claims for partial refunds because of delays

4. Number of passengers who made claims for full refunds because of delays

5. Number of passengers who were successfully awarded partial refunds because of delays

6. Number of passengers who were successfully awarded full refunds because of delays

7. Total monetary value of all tickets eligible for refunding

8. Total monetary value of all refunds given.”

The requested information, so far as it is held, can be found in the table below. Please note that our approach is separate from the DfT led scheme offered by Train Operating Companies with the majority of journeys made using Oyster or contactless bank cards and not a paper ticket.

Note that:

On questions 1, 2 and 7, we have assumed that the definition of eligible means: all customers who were delayed over threshold (30 minutes) on these TfL services. This data is not recorded and we are not able to report on this. Note also that TfL provides refunds of the full journey value where customers on TfL Rail are delayed for 30 minutes or more.

On questions 3 and 5, this is not applicable to TfL Rail services as all Service Delay Refund (SDR) claims result in a full refund of the Pay As You Go fare for the disrupted journey.

On question 4, this is provided in the table below. Note that claims where journeys include onward travel on London Underground services can be attributed under London Underground claims. Therefore a separate table has been provided that provides claims submitted on all TfL services for the time period requested. Where possible, we pay refunds automatically without customers needing to submit a claim at all. Since April 2018, we have issued around two million automatic refunds for people disrupted on our services, with more than £8m refunded back to customers. These are not shown in the figures below, which only show where customers have obtained a refund either online or by calling our customer service team. When there are significant delays on particular services, TfL also works to allow ticket acceptance on alternative services so that customers can complete their journey.

On question 6, this has been provided in the table below.

On question 8, this has been provided in the table below.

		Service Delay Refund (TfL Rail only)			Service Delay Refund Totals (Includes LU,LO,TfL Rail and DLR)
		Claims Submitted	Claims Approved	Value (Claims Paid)	Claims Submitted	Claims Approved	Value (Claims Paid)
Jan 2017		668	564	£2,765.70	18,765	15,904	£61,359.10
Feb 2017		1,083	957	£4,593.00	16,748	12,595	£51,279.60
Mar 2017		1,067	940	£4,801.10	14,429	12,069	£46,013.62
Apr 2017		314	317	£1,262.30	8,831	8,186	£30,342.55
May 2017		1,009	874	£4,771.95	10,925	9,516	£39,913.60
Jun 2017		1,552	1,528	£8,191.40	12,260	11,223	£44,599.20
Jul 2017		551	511	£2,432.10	10,122	8,106	£30,548.05
Aug 2017		649	672	£3,276.45	10,885	10,171	£39,895.80
Sep 2017		815	576	£2,611.45	14,038	9,114	£35,280.90
Oct 2017		1,108	1,051	£5,461.90	20,211	18,968	£76,096.00
Nov 2017		907	808	£4,012.70	29,418	26,196	£100,936.35
Dec 2017		621	541	£2,638.75	16,021	14,110	£52,303.70
Jan 2018		1,488	1,329	£7,272.25	29,134	23,624	£91,507.05
Feb 2018		815	665	£3,454.20	25,655	21,155	£80,641.70
Mar 2018		1,005	977	£5,119.65	35,620	33,905	£131,765.35
Apr 2018		303	167	£710.45	28,471	25,340	£93,228.55
May 2018		299	224	£1,143.80	23,178	19,564	£69,466.80
Jun 2018		852	778	£4,125.80	29,062	28,164	£102,591.75
Jul 2018		1,171	1,029	£5,423.10	41,188	34,402	£117,747.20
Aug 2018		1,349	1,268	£6,786.55	29,536	24,573	£87,087.45
Sep 2018		680	651	£3,698.50	29,705	29,157	£101,129.55
Oct 2018		874	735	£3,955.30	62,150	54,135	£196,450.30
Nov 2018		837	750	£3,671.35	56,610	57,992	£214,036.10
Dec 2018		411	380	£1,921.00	42,221	37,331	£130,338.35
Jan 2019		849	839	£4,422.35	40,841	37,856	£134,845.92
Feb 2019		962	884	£4,519.60	44,855	43,233	£153,853.50

If this is not the information you are looking for 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,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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