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A new website could help Tube commuters who are delayed claim millions of pounds a year in refunds from Transport for London.
Tube users are entitled to their money back if their journey is delayed by more than 15 minutes because of a fault by TfL such as signal failures. But it is estimated that less than 10 per cent of those who are eligible for refunds make a claim.
The website, mytubewaslate.com, was set up by Connor Kinnear after he became "sick and tired" of delays, but was put off by lengthy refund forms.
Mr Kinnear, 33, of Balham, said: "It can be a real hassle to try to claim back fares I wanted to set something up that made it easier for the commuter."
Tube travellers first have to register on the website and give details of their usual journeys, including times, days and what lines they use. The site then emails registered users whenever a service they use is delayed or cancelled, asking if they were held up by more than 15 minutes that day.
If they were, the commuter can click on a link from the email to the website. From there, the passenger is asked a few questions relating to the journey before the site automatically fills out the claim form and sends it to TfL.
According to Mr Kinnear's figures, 147 Tube trains were delayed last month, leading to 19,276 refund claims. If the one in 10 figure for refunds is accurate, and everyone who was eligible made a claim, TfL would have to pay at least £540,000 a month, or £6.5 million a year. Mr Kinnear, who is head of marketing at a software company, says the costs could be much higher.
A spokesman for TfL said: "All eligible passengers will be given a refund with random checks undertaken to identify irregular claims and prevent fraud."
Reader views (3)
Hi Jane, Great to hear that you are already claiming. The problem is that the vast majority of Tube Travellers are not aware that they can make a claim. Of those that do, many give up every-time they have to complete the lengthy form. What www.mytubewasLATE.com does is send an email notification for when your typical journey is delayed and then you just click a link in that email. The form is automatically completed for you. A claim will take on average about 20 seconds to make.
We are trying to raise awareness that people can claim and then make it as easy as possible for them to do so.
- Connor Kinnear, Balham, 12/07/2010 20:55
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Far better if buses had information about obtaining "transfer tickets" from the driver when the bus terminates short of the destination shown when the bus set out.
Millions of pounds must be raised in extra fares especially from those who still pay using cash an option that has now got much dearer under Boris as he has withdrawn the 1 day bus ticket that former Mayor Ken introduced.
- Melvyn Windebank, Canvey Island, Essex, 12/07/2010 15:40
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For the past 4 years I have been successfully claiming back my tube fare through the TFL website. I really do not see the point in what this man is doing as this facility already exists. On average I manage to reclaim £150 each year because of delays and cancellations.
- Jane Bewick, Kensington, 12/07/2010 10:23
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