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I tried to travel from Farringdon to London Fields, but I was hit by a signal failure at Liverpool Street. No trains were running out from the station, and the line status became suspended.
I then travelled using an alternative route and got to my destination 37 minutes after the scheduled time of my cancelled Overground train.
I submitted a service delay refund and it got rejected. I phoned the customer service hotline and I was told that I wasn’t eligible because I didn’t take the Overground train.
The fact was that I couldn’t travel by ANY Overground train because NO train was running out from Liverpool Street due to signal failure. So the customer service implied that TfL would not pay out anything if the line was fully suspended.
Can anyone help me if I am legally entitled to any compensation? I paid for my journey using my Oyster card with a Travelcard loaded in it.
I suspect, but I don’t know, that Oyster payment is the problem in these situations. You paid for the journey that you took and that wasn’t delayed so no refund would be appropriate. Had you bought a paper ticket for the journey you wanted to do, perhaps a delay could have been justified and a refund paid but I don’t know enough to be sure.
I find this to be a failing on any suspension when you get the “Tickets will be accepted by other operators” messages. That’s fine if you have an actual ticket but, with pay as you go, technically you don’t so you always end up paying for the journey you take rather then being able to benefit from any sort of route transfer arrangement.
(I worked for TfL until a week ago but have no inside knowledge in the fares/ticketing area)
Does anyone have documentation about how it actually works? Can I only get a service delay refund if I stick to the original route no matter how long the delay is, even if the service is totally suspended? The reason that the helpline told me that I was not eligible was because I didn’t travel on the Weaver line.
Unfortunately I can’t rely on the right of NRCoT because the delay caused to my journey due to the service suspension was below an hour.
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