Hello there - I was delayed for over an hour today due to my initial TfL Rail service being late to arrive, meaning I missed a connection.
Looking through the TfL website, it seems like I need to call or write to claim a delay repay refund as I had a paper ticket.
Is that correct? Seems like an old fashioned way of doing things…
I don't think they are part of a Delay Repay scheme so it looks like you will get the much lower amount under the NRCoT.
TfL's website says:
Arrived over an hour late to your final destination
If you were delayed:
- On a London Overground or TfL Rail service, and
- Your journey included travel outside the pay as you go area, and
- You arrived at your destination over an hour late
Your refund can be calculated as set out in the
National Rail Conditions of Travel (see the section on 'Compensation for delays').
Claim a refund by post
Send your:
- Journey details (date, time and how long you were delayed for)
- Ticket type (Oyster or contactless card, National Rail smartcard or paper ticket number)
- Contact details (we may contact you to arrange a refund)
To:
TfL Customer Services
4th Floor
14 Pier Walk
London
SE10 0ES
Yes it is archaic to expect this to be done by post and it probably designed deliberately to deter people claiming.
I suspect TfL will pay the minimum amount, which for a delay of 1 hour is only 50% of the cost of a single, or 25% of the cost of a return. This is half the amount paid by most operators under Delay Repay schemes.
I don't think TfL like people using paper tickets, going beyond the contactless area, using their services as connection and they don't like giving out compensation, so they are going to do everything they can to drag their feet over this. They're not exactly what I'd call a 'customer focused' organisation!
Let us know how you get on...
