TfL rejected Elizabeth Line delay refund

[MDoodle]

My journey from Euston to Ealing Broadway in June was delayed by Elizabeth Line. TfL rejected my delay refund and closed my complaint case. The agent only said it is ineligible for refund.

The journey was on 25th June 2024 using contactless card:
22:31 Euston tapped in
23:07 Paddington (Elizabeth line) tapped out
23:09 Paddington (London Underground) tapped in
23:50 Ealing Broadway tapped out

I traveled from Euston to Tottenham Court Road first and was on 2241 to Reading (https://www.realtimetrains.co.uk/service/gb-nr:C84964/2024-06-25). The driver announced the train was delayed due to a power supply issue outside Paddington. Upon arrived Paddington, it was announced the train was cancelled.

TfL Go app at 23:09 showed "Part Suspended" "No service between Paddington, Reading and Heathrow Airport this is while we fix a faulty train at West Ealing". The station staff announced no service recovery timeline and advised to take alternative routes. I took the District line via Earl's Court and arrived Ealing Broadway at 23:50. Compared to the original schedule, I think my delay was 52 minutes.

I also checked the train run history on Realtime Trains. The two later westbound services scheduled to call at Ealing Broadway are as follows:

2248 to Heathrow T4 - Not stopping at Ealing Broadway.

Realtime Trains | 2224 Abbey Wood to Heathrow Airport Terminal 4 | 25/06/2024

Real-time train running information for 2224 departure from Abbey Wood to Heathrow Airport Terminal 4 on 25/06/2024. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

2303 to Heathrow T5 - Arrived at Ealing Broadway at 23:45.

Realtime Trains | 2239 Abbey Wood to Heathrow Airport Terminal 5 | 25/06/2024

Real-time train running information for 2239 departure from Abbey Wood to Heathrow Airport Terminal 5 on 25/06/2024. From Realtime Trains, an independent source of train running info for Great Britain.

www.realtimetrains.co.uk

If I wasn't tapped out and waited at Paddington, I can only arrive Ealing Broadway at 23:45, still 46 minutes delayed.

I am wondering if I missed any reason that TfL can refuse to give me a refund. Thanks all!

 

[CyrusWuff]

TfL only pay out where the cause of the disruption is within their control.

See https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-elizabeth-line-delays

A power supply issue would almost certainly be classed as out of their control.

 

[Watershed]

TfL only pay out where the cause of the disruption is within their control.

See https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-elizabeth-line-delays

A power supply issue would almost certainly be classed as out of their control.

I'm not sure a power supply issue could count as such. Their definition is very vague (surprising that a contractual definition doesn't offer more clarity!) but the examples illustrate the kind of thing they're talking about - it's more along the line of extraordinary circumstances:

• Strikes
• Security alerts
• Bad weather
• Customer incidents e.g. a person falling ill on a train
• Engineering works

None of those would apply and I don't think a power supply failure (which has happened countless times over the past few years on the GWML) is so extraordinary that it would exempt them from paying compensation.

The mention of engineering works is likely to clarify that you can't claim a refund for a journey that accordingly takes longer because of replacement buses or having to take an alternative route - this is in line with the now redundant TOC-world "timetable of the day" concept.

 

[MDoodle]

TfL offered a refund and a gesture of goodwill after bringing the issue to London TravelWatch.

It's interesting to find that, unlike National Rail, TfL doesn't offer delay compensation for taking an alternative route. I believe the issue was with the Paddington OSI tap out and tap in in my case.

With regards to the journey on 25 June, TfL has advised that if you had waited for the next Elizabeth Line train you would’ve been entitled to a service delay refund. But, by taking an alternative route is why no compensation was given. Nevertheless, TfL appreciate why passengers may’ve been advised to take an alternative route where possible.