compensation paid by Train Operating Companies (1)

MQT on 2015-09-16
Session date: 
September 16, 2015
Question By: 
Valerie Shawcross
Labour Group
Asked Of: 
The Mayor


Government have published detail on the compensation paid by Train Operating Companies: Passenger's Charter & Delay/Repay 2009/10-2014/15. TfL Overground services are not listed. Can you explain why?


Answer for compensation paid by Train Operating Companies (1)

Answer for compensation paid by Train Operating Companies (1)

Answered By: 
The Mayor

London Overground services are not listed because they are TfL services and the basis on which compensation is paid is different to that of the Government sponsored Train Companies that operate the Delay/Repay scheme.

TfL's refund policy is simpler and more generous than that offered by many Train Operating Companies. A customer can claim for a refund if their journey is delayed by 15 minutes or more on the Tube and DLR, and by 30 minutes or more on London Overground or TfL Rail services. In June, TfL introduced a new online system making it easier for customers to make claims with refunds sent directly to their Oyster card or to a bank account.

The total Customer Charter refunds paid on TfL services including London Overground from 2009 to June 2014 are as set out below:

Financial year              Paid              Value

2009              283,701                      £932,730.40

2010              331,316                      £986,643.80

2011              412,758                   £1,313,662.25

2012              359,454                   £1,237,751.05

2013              284,630                      £969,456.00

2014              146,008                      £473,832.20 (figures are shown until June 2014)

Details on Service Delay Refunds can be found on TfL's website at The latest figures will be updated on the TfL website shortly.