I would like to know how many delayed journey refund requests were made in the last year via the Oyster online refund request form, for a delay to the user's tube journey, and I would also like to know how many of those claims were successful.

---

Our ref: FOI-4308-1718/GH

Thank you for your request received by Transport for London (TfL) on 29 January 2018 asking for information about Oyster 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 the information you require.

Please see the table below which provides the most up to date complete data we have, which is for the financial year 2016/17.

• The numbers shown are claims submitted via Oyster online and the contactless portal. The claims are for Oyster/Contactless and paper ticket claims for LU services.

   

• Customers can query individual claim decisions by contacting TfL’s contact centre. However, it is not possible to identify the volume of the additional claims that have been processed by TfL’s contact centre.

London Underground Service Delay Refund Claims FY16/17
Submitted	Successful
168,561	134,458

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

Back to top

---