Request ID: FOI-3777-2324 Date published: 14 February 2024
You asked
Regarding the nearly 4 hour delay on the Elizabeth line, on 7 December 2023, when passengers were trapped inside the train – I would like to know the answers to the following:
1. What compensation did TfL pay out to each passenger?
2. Passengers who missed their flights from Heathrow, how were they compensated?
3. Why is it your system's automatic default action to charge a "maximum fare" when passengers have suffered a huge delay?
4. Were these passengers automatically fully reimbursed for their "maximum fare"? If not, what percentage of passengers, who were charged a "maximum fare", have still not been fully reimbursed – by virtue of the fact that they did not manually apply for a refund?
We answered
TfL Ref: FOI-3777-2324
Thank you for your request which we received on 22 January 2024, asking for information about a delayed Elizabeth Line train.
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 the information you require.
What compensation did TfL pay out to each passenger?
Each passenger who contacted TfL to claim was refunded the cost of their train ticket and taxi fare where appropriate, plus £50 as a gesture for the inconvenience caused.
Passengers who missed their flights from Heathrow, how were they compensated?
Passengers who have claimed to TfL for reimbursements for flight tickets are being considered on a case by case basis and this process is still ongoing. Customers who missed their flights are also more likely to claim through their travel insurance provider.
Why is it your system's automatic default action to charge a "maximum fare" when passengers have suffered a huge delay?
We apply a maximum fare when customers only touch in or out at one end of their journey. This is because we don’t know where the customer started (or ended) their journey. However, we have a number of rules in place to automatically refund customers where this is likely to have been a genuine error or arising from a one-off disruption. This refund is processed after the end of the day and may appear separately from the charge where the maximum fare occurred.
Were these passengers automatically fully reimbursed for their "maximum fare"? If not, what percentage of passengers, who were charged a "maximum fare", have still not been fully reimbursed – by virtue of the fact that they did not manually apply for a refund?
Our investigations into the transactions made that day plus comparisons with travel behaviour exhibited in prior weeks, led us to identify over 1,000 customers who were most likely impacted by the disruption. The process involved a number of manual checks for travel patterns on the day before loading the appropriate refund and goodwill gesture as outlined in our answer to question 1. To note. Figures for automated customer refunds or charge corrections for missed taps include all instances, including those who travelled on other lines or on other Elizabeth Line trains unaffected by this incident. It is not possible to identify the percentage refunded who missed a tap out specifically because of this incident.
If this is not the information you are looking for, or if you are unable to access it for any reason, 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
Eva Hextall FOI Case Management Team General Counsel Transport for London
