Can’t Find The Delay Compensation Form After TfL’s Website Redesign?

tube_310314There’s been some consternation on Twitter around TfL’s new website. It looked like the online form you fill in to claim compensation for being delayed on the tube had been taken down.

It’s an understandable confusion. If you look at the refund page there’s two bits of navigational text that say “Apply for a charter refund”. The first, in the main section, takes you to further down the page where there’s only mention of the paper form you have to print off, fill in and post. But! On the right hand side you’ll see the same words: this is the magic link that takes you to the online form.

Applying for a refund is one of the most cathartic aspects of travelling by tube. We wrote a detailed guide a few years ago, but the main bits to remember are that if you’re delayed for 15 minutes or more for reasons within TfL’s control (like signal failure, for example), you should note the time, where you are and which line you’re on, and then the time you reach your destination. And claim within 14 days.

TfL also today denied a rumour, outlined earlier this month on Commuting Expert, that it’s considering increasing the delay time period from 15 to 30 minutes. Senior press officer Kristy Marshall told us:

As is good business practice we were reviewing our policies. The outcome of the review is that there will be no change to the length of delay before customers can claim for a refund of their single journey. It will remain at 15 minutes for the Tube.

To find out what else has changed on the TfL website, we can do no better than point you in the direction of Diamond Geezer‘s two lengthy posts.

Photo by unslugged from the Londonist Flickr pool

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  • Ian Gibson

    Does anyone know if you get compensation for bus delays/cancellations?

  • linda snell

    Not there when I looked, just a filmy page with no information – the DLR and London Overground came options came up as not being finished on the website!

  • helicoil

    I had this trouble the other day, luckily I bookmarked it…

    https://www.tfl.gov.uk/forms/13797.aspx?mode=oyster