FOI request detail

London Underground delays

Request ID: FOI-3403-2223
Date published: 21 March 2023

You asked
I am submitting a FOI request to you to have a copy of your internal documents to explain fully what criteria you use to say whether or not a delay is your fault.

We answered

Our ref: FOI-3403-2223/GH

Thank you for your request received by Transport for London (TfL) on 7 March 2023 asking for information about London Underground delays.

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 the information you require.

The table below shows the incidents or events where customers are eligible or not to claim for a fare refund:
 
Ineligible Eligible
Planned engineering workSignal failure / Signalling problems
Person ill on trainFaulty track
Person under trainFaulty train
Security alertLate finish to engineering work
Fire alert*Lack of available trains
Industrial ActionShortage of train operators
Network Rail signal failurePower supply problems
Customer incidentOperational issues
Burst water mainOverhead wire problems
Trespasser on the track 
Vandalism 
*Fire alerts to be processed ad-hoc once confirmed that incident was attributed to TfL.

Further information on how to make a claim can be found here, as well as information on when we do not give refunds for delays outside our control: https://tfl.gov.uk/fares/refunds-and-replacements/tube-and-dlr-delays

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.

You will receive a separate response to the other points raised, which are not covered by the Freedom of Information Act.

Yours sincerely

Graham Hurt

FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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