Elizabeth Line Delay Repay

[Londondan]

Hey all,
I’ve read through some forum posts here and understand that TfL have their own Delay Repay policy, and understand the same delay repay doesn’t apply as other operators.

However, I was wondering if I could ask for some clarification.

I hold a season ticket for the Elizabeth line only, I can only use it between two Elizabeth line stations, it’s not zones.

I was delayed by over half an hour as 3 Elizabeth line services were cancelled in a row.

I applied for compensation but they advised as I was on a platform i was not eligible. Only if I was on a train and started my journey that was subsequently delayed could I claim.

When I’ve made a delay repay with them via contactless they didn’t seem to enforce this.

Is this a rule they have created? Would it applied if the service was delayed over 60mins and I made a claim under the national carriage conditions?

 

[Watershed]

I'd be interested to know what kind of season ticket you have that's only valid on the Elizabeth line - some kind of concessionary or staff pass?

But regardless, TfL are simply making things up here. Whilst they don't offer Delay Repay as most train companies do, their confusingly named "Service Delay Refund" policy doesn't state any qualification that delays only count once you are onboard a train. Any such limitation would mean that most claims - and indeed all claims for cancellations - wouldn't qualify.

I suppose you could ask them to point out which bit of their policy says this, but they may well just repeat themselves.

 

[island]

I'd be interested to know what kind of season ticket you have that's only valid on the Elizabeth line - some kind of concessionary or staff pass?

A point to point ticket from somewhere like Ilford to Chadwell Heath would be an example.

 

[Watershed]

A point to point ticket from somewhere like Ilford to Chadwell Heath would be an example.

I did consider that possibility on reflection. Whilst in practice such a ticket would only be usable on Elizabeth line services, it wouldn't be explicitly restricted to them.

If Greater Anglia were to call some of their trains at these stations for whatever reason, the ticket would be valid, and the ticket would be issued subject to the NRCoT.

It might seem a trite distinction, but the mechanism or terms under which the ticket is issued may matter.

 

[Londondan]

Thanks for your reply, I will respond back to them and ask to be advised where it states that. I have a point to point season ticket from Heathrow Rail to Ealing Broadway. This route is only operated by TfL.

 

[island]

Thanks for your reply, I will respond back to them and ask to be advised where it states that. I have a point to point season ticket from Heathrow Rail to Ealing Broadway. This route is only operated by TfL.

This ticket is not only valid on the Elizabeth line; it is also valid on GWR services between Hayes & Harlington, Southall, and Ealing Broadway.

 

[Watershed]

This ticket is not only valid on the Elizabeth line; it is also valid on GWR services between Hayes & Harlington, Southall, and Ealing Broadway.

Although of course there are only a handful of such services each day. The key thing here is that the ticket is an ordinary point to point one, issued under the NRCoT, and not some concessionary or other unusual ticket. Therefore both TfL's Service Delay Refund policy, as well as the NRCoT delay compensation minima, apply.

 

[island]

Although of course there are only a handful of such services each day. The key thing here is that the ticket is an ordinary point to point one, issued under the NRCoT, and not some concessionary or other unusual ticket. Therefore both TfL's Service Delay Refund policy, as well as the NRCoT delay compensation minima, apply.

Well, the TfL service delay refund policy will yes. The NRCoT compensation doesn't kick in until an hour delay.

 

[Londondan]

I can confirm TfL have advised;

the TfL service delay refund policy states that you must be travelling on the service that is delayed to be eligble for a refund. The delay must be within TfL's control. If travelling on London Underground or DLR services you must be delayed by 15 minutes or more. If travelling on London Overground or Elizabeth Line services, you must be delayed by 30 minutes or more.

If the service is cancelled then, under the National Rail Conditions of Travel, you can claim for a refund if the delay was 60 minutes or longer, regardless of
fault. Compensation is based on the delay in your arrival time at the destination
station, as compared to the arrival time stated in the Published Timetable of the Day.

When I pushed on where it states that you need to be physically on a train, they referred me to Section 8 of the condition of carriage. But that confuses things even more as that phraseology is not used either. That says;

If your London Overground or Elizabeth line journey was delayed by 30 minutes or more for reasons within our control, you may apply online for a refund. We will refund you the single pay as you go fare for the journey on which you were delayed. You must apply within 28 days of the delayed journey.

I guess I will just have to accept that I will only get refunds for cancellations if over 1hr delay.

 

[hkstudent]

I can confirm TfL have advised;

the TfL service delay refund policy states that you must be travelling on the service that is delayed to be eligble for a refund. The delay must be within TfL's control. If travelling on London Underground or DLR services you must be delayed by 15 minutes or more. If travelling on London Overground or Elizabeth Line services, you must be delayed by 30 minutes or more.

If the service is cancelled then, under the National Rail Conditions of Travel, you can claim for a refund if the delay was 60 minutes or longer, regardless of
fault. Compensation is based on the delay in your arrival time at the destination
station, as compared to the arrival time stated in the Published Timetable of the Day.

When I pushed on where it states that you need to be physically on a train, they referred me to Section 8 of the condition of carriage. But that confuses things even more as that phraseology is not used either. That says;

If your London Overground or Elizabeth line journey was delayed by 30 minutes or more for reasons within our control, you may apply online for a refund. We will refund you the single pay as you go fare for the journey on which you were delayed. You must apply within 28 days of the delayed journey.

I guess I will just have to accept that I will only get refunds for cancellations if over 1hr delay.

I suggest you get escalate to London Travelwatch. That’s definitely not the spirit of service delay.
You have been delayed by the operator not providing services.

Alternatively, a London Assembly member may also be helpful.

 

[Watershed]

I can confirm TfL have advised;

the TfL service delay refund policy states that you must be travelling on the service that is delayed to be eligble for a refund. The delay must be within TfL's control. If travelling on London Underground or DLR services you must be delayed by 15 minutes or more. If travelling on London Overground or Elizabeth Line services, you must be delayed by 30 minutes or more.

If the service is cancelled then, under the National Rail Conditions of Travel, you can claim for a refund if the delay was 60 minutes or longer, regardless of
fault. Compensation is based on the delay in your arrival time at the destination
station, as compared to the arrival time stated in the Published Timetable of the Day.

When I pushed on where it states that you need to be physically on a train, they referred me to Section 8 of the condition of carriage. But that confuses things even more as that phraseology is not used either. That says;

If your London Overground or Elizabeth line journey was delayed by 30 minutes or more for reasons within our control, you may apply online for a refund. We will refund you the single pay as you go fare for the journey on which you were delayed. You must apply within 28 days of the delayed journey.

I guess I will just have to accept that I will only get refunds for cancellations if over 1hr delay.

I mean, they're just plain making things up at this point. Perhaps ask them which sentence in section 8 they're alleging requires you to be on the train at the point the delay occurs (they'll obviously be unable to do so, so might cave in or continue spouting nonsense).

It's up to you how you proceed - if you live in Greater London (I presume so based on your season ticket) then you could raise it with your London Assembly member. You could also escalate this through London TravelWatch, who are known for being reasonably competent on these kinds of issues.

Either way, TfL are completely wrong here and their claims shouldn't be taken at face value. If they've denied some of your valid claims, you could ultimately take them to Court, although that would obviously be the 'nuclear' option and hopefully won't be necessary if you escalate through your Assembly member or LTW.