London Underground: 'Millions not claiming Tube refund'

[whole diary]

[Chris from Nailsea]

From the BBC^» (British Broadcasting Corporation - home page):

Just 330,000 of a potential 11 million Tube passengers claimed compensation for delays in 2010, Transport for London (TfL^» (Transport for London - about)) has said.

The company said it was responsible for more than 1,800 delays of 15 minutes or more on London Underground.

The Liberal Democrats, which requested the figures from TfL, said the number of claimants showed a lack of awareness of the refund scheme.

TfL said the delays accounted for 1.3% of 1.1 billion journeys taken in 2010.

A total of 14 million passengers were affected by delays but three million were disrupted by incidents which were beyond TfL's control.

Caroline Pidgeon, Lib Dem leader on the London Assembly, said: "No-one should have to wait 15 minutes for a Tube train, yet incredibly 14 million people had to last year. It must be the mayor's top priority to tackle these excessive delays. It is also vital that every Londoner is aware that they are entitled to compensation when such delays take place."

A TfL spokesman said: "Despite the vital work to upgrade the Tube network, just 1.3% of the Tube's 1.1 billion journeys last year were affected by significant delays."

Since last year there have been numerous disruptions on Tube lines owing to faulty trains, track and signal faults, upgrade work and people jumping on the line.

A two-hour closure on Jubilee Line during the morning rush hour due to a faulty train last month prompted Mayor Boris Johnson to ask London's transport commissioner Peter Hendy for a report.

[Chris from Nailsea]

From the Londonist:

How To Claim A Refund For Delays On The Tube

The BBC^» (British Broadcasting Corporation - home page) reports today that we^re putting up with millions of delayed tube journeys and not claiming the compensation we^re entitled to. The Liberal Democrats, who requested the information from TFL^▸ (Transport for London), blamed lack of awareness of the refund scheme for this inaction. Jumping into public service mode, here^s our handy 4-step guide to claiming a refund for delayed tube journeys:

1. Was your journey delayed by 15 minutes or more? If it was for reasons within TFL^s control you are entitled to a refund. Bear in mind that security alerts, ^third party action^ or bad weather are reasons beyond their control but if you^re not clear what^s going on at the time, claim anyway.

2. When it happens, kill some time making a note of what time it is and where you are i.e. between which stations, or at which station, going where on which line. If you bought a paper ticket do not give it up at the ticket gates when you finally get there. Keep hold of your ticket and ask staff to let you out.

3. When you get to your destination, remember that you must claim within 14 days of the delayed journey so do it ASAP or you^ll forget. It^s easy to complete this form online. You^ll just need your Oystercard number and those notes you made on the train. If you bought a paper ticket and kept it (well done you) download and print off the hard copy form and send it off.

4. TFL will issue you with a voucher matching what you paid for the ^single delayed journey^. Or they^ll write to you explaining why you didn^t qualify for a refund.

Either way, well done you for not doing nothing.

[Brucey]

I assume it is the same on the mainline railways too.

Southern offer a part refund after 30 minutes for any reason (including those outside their control), yet I would imagine most customers aren't aware of this.  I know my dad (who commutes on Southern every weekday) didn't know until I told him.  The form takes no more than 30 seconds to complete and the address is freepost - absolutely no reason not to submit one.