TFL Contactless - delay refund - TFL & Southern journey

[atomlad]

Hello all. Good morning.

Due to recent Mildmay cancellations from Shepherds Bush to Clapham Junction, I missed the connecting Southern service to Dorking and had to wait 30 minutes for the next service.

TFL refunded me the delay as if my final journey was only to Clapham.

Before I go back and escalate with them, what is the official stance on TFL delays causing the entire journey to be significantly delayed? Surely the delay compensation should be based on the entire journey?

 

[Sonic1234]

Did you have a Shepherds Bush to Dorking ticket, or did you tap out at Clapham Junction?

If it's the latter, I expect TfL will consider the journey ended at Clapham Junction. It's worth going back to them and saying you can hold multiple tickets for one journey (although never been sure if PAYG counts as a "ticket" for this purpose).

 

[greatkingrat]

TfL don't operate a normal Delay Repay scheme. They are still obliged to meet the minimum compensation listed in the Conditions of Travel, but that only applies to delays of over 1 hour, which it sounds like this wasn't

 

[Watershed]

Hello all. Good morning.

Due to recent Mildmay cancellations from Shepherds Bush to Clapham Junction, I missed the connecting Southern service to Dorking and had to wait 30 minutes for the next service.

TFL refunded me the delay as if my final journey was only to Clapham.

Before I go back and escalate with them, what is the official stance on TFL delays causing the entire journey to be significantly delayed? Surely the delay compensation should be based on the entire journey?

Since Dorking is within the PAYG area nowadays, TfL's Service Delay Refund policy means that you are entitled to compensation of 100% of your single fare, provided the next train didn't arrive a minute early making your delay 29 mins on paper.

If you used PAYG for part of your journey and a separate ticket for the rest, then they have probably only looked at the PAYG element and that would be why they have paid that so far. However, I don't see anything in their policy that even tries to exclude combinations of tickets from receiving 100% compensation for a 30+ minute delay.

The two exclusions are that journeys beyond the PAYG area are subject to the NRCoT minimum, and that they don't pay compensation for delays outside their control (though again the NRCoT minimum would apply). Neither would seem to apply here.