Elizabeth Line Delay Repay

[40068]

On 25th April I travelled on the 16:48 Paddington to Reading Elizabeth line train, which was delayed by 36 minutes on arrival at Reading. This was due to a points failure at Acton, I believe.

I used a registered with TFL debit card. TFL have refused a delay repay refund with a standard email quoting various reasons why they are refused. It doesn't say the specific reason for the refusal.

Would they give refunds for a points failure delay? If they do, how do I appeal against this, as no appeal route is mentioned on the reply?

 

[Watershed]

TfL don't offer Delay Repay but rather just a 'service delay refund' (SDR). Of course, for Elizabeth line and Overground journeys, they still have to provide the NRCoT minimum in cases where their SDR policy doesn't apply. The distinction matters because they don't pay SDR for delays that are 'outside our control' and the NRCoT minimum only kicks in for 60+ minute delays.

Since TfL are the infrastructure manager for parts of the route I don't think that blaming Network Rail would get very far; clearly, any infrastructure related failures are still ultimately within their area of responsibility and thus fall within their control, as opposed to trespass or customer incidents which I think it is fair to say are (mostly) outside their control.

In my experience you often need to call TfL for any claims that the automated systems or forms can't cope with.

 

[40068]

TfL don't offer Delay Repay but rather just a 'service delay refund' (SDR). Of course, for Elizabeth line and Overground journeys, they still have to provide the NRCoT minimum in cases where their SDR policy doesn't apply. The distinction matters because they don't pay SDR for delays that are 'outside our control' and the NRCoT minimum only kicks in for 60+ minute delays.

Since TfL are the infrastructure manager for parts of the route I don't think that blaming Network Rail would get very far; clearly, any infrastructure related failures are still ultimately within their area of responsibility and thus fall within their control, as opposed to trespass or customer incidents which I think it is fair to say are (mostly) outside their control.

In my experience you often need to call TfL for any claims that the automated systems or forms can't cope with.

Thanks Watershed, I'll try phoning them.

 

[greatkingrat]

TfL are responsible for the central core, but that doesn't include Acton, so if that was the reason for the delay I think TfL are correct to refuse the claim.

 

[Watershed]

TfL are responsible for the central core, but that doesn't include Acton, so if that was the reason for the delay I think TfL are correct to refuse the claim.

I don't think that TfL can argue that they are responsible for the infrastructure faults on one section of the route but have no liability for faults whatsoever elsewhere, especially since the boundary between the two is not something made clear to customers (except deep into the Sectional Appendix if you know where to look).