TfL Refund Policy

MQT on 2014-01-29
Session date: 
January 29, 2014
Question By: 
John Biggs
Labour Group
Asked Of: 
The Mayor


I have been contacted by a constituent who, having forgotten his gold card, had to purchase a day ticket. The TfL refund policy restricts refunds in these circumstances to the pro-rata value of the travelcard but will only allow an individual to claim such a refund twice in twelve months. The constituent believes that the refund should cover the full amount of the replacement ticket if providing proof of purchase along with their travelcard.  Will you support my constituent and modify the policy accordingly?


Answer for TfL Refund Policy

Answer for TfL Refund Policy

Answered By: 
The Mayor

TfL's refund policy ensures that a fair balance is struck between providing some compensation for customers' honest mistakes and deterring potential abuse by a dishonest minority. The policy for refunding the travel costs on a pro rata basis has been in place for more than twenty years and works well.

Whilst I understand your constituent's concerns on this matter, I do not see a sufficient case for changing this policy.