In article , (Mizter T)
wrote:

"David Cantrell" wrote:

On Mon, Jul 11, 2011 at 10:20:00PM +0100, Peter Masson wrote:

And if the gateline was
still in operation, it will at least mean that PAYG passengers have
evidence of leaving at Warren Street, so can no doubt get their fare
refunded orcompensation for the disrupted journey.

Assuming that they jump through TfL's expensive and inconvenient hoops
to do so.

You mean filling out a secure online web form?

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of what you
wrote for your own records. Or is this one unlike all the others? I wasn't
aware of the form and used the phone last time.

--
Colin Rosenstiel

wrote in message

In article , (Mizter T)
wrote:

"David Cantrell" wrote:

On Mon, Jul 11, 2011 at 10:20:00PM +0100, Peter Masson wrote:

And if the gateline was
still in operation, it will at least mean that PAYG passengers have
evidence of leaving at Warren Street, so can no doubt get their
fare refunded orcompensation for the disrupted journey.

Assuming that they jump through TfL's expensive and inconvenient
hoops to do so.

You mean filling out a secure online web form?

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of what
you wrote for your own records. Or is this one unlike all the others?
I wasn't aware of the form and used the phone last time.

I've used that form, and as you say, it doesn't give you a copy of the
complaint's details, just a complaint number. You only discover that
your complaint has been successful when an envelope arrives in the post
some weeks later with a standard apology letter and the voucher you have
to give to an LU ticket office, if you can find one that's open. I would
have thought they should send an email to say that the refund was in the
post, and perhaps provide an option to get it credited automatically to
your Oyster pre-pay balance.

It also only allows you to claim back the fare of a journey delayed by
15+ minutes, but doesn't provide a way to deal with Oyster overcharges
(for example, if the delay is long, you'll probably also get charged for
two incomplete journeys) which I think can only be dealt with on the
phone.

In article ,
(Recliner) wrote:

wrote in message

In article , (Mizter T)
wrote:

"David Cantrell" wrote:

On Mon, Jul 11, 2011 at 10:20:00PM +0100, Peter Masson wrote:

And if the gateline was
still in operation, it will at least mean that PAYG passengers have
evidence of leaving at Warren Street, so can no doubt get their
fare refunded orcompensation for the disrupted journey.

Assuming that they jump through TfL's expensive and inconvenient
hoops to do so.

You mean filling out a secure online web form?

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of what
you wrote for your own records. Or is this one unlike all the others?
I wasn't aware of the form and used the phone last time.

I've used that form, and as you say, it doesn't give you a copy of
the complaint's details, just a complaint number. You only discover
that your complaint has been successful when an envelope arrives in
the post some weeks later with a standard apology letter and the
voucher you have to give to an LU ticket office, if you can find
one that's open. I would have thought they should send an email to
say that the refund was in the post, and perhaps provide an option
to get it credited automatically to your Oyster pre-pay balance.

It also only allows you to claim back the fare of a journey delayed
by 15+ minutes, but doesn't provide a way to deal with Oyster
overcharges (for example, if the delay is long, you'll probably
also get charged for two incomplete journeys) which I think can
only be dealt with on the phone.

Oh, right. Total waste of time then.

--
Colin Rosenstiel

wrote:

In article ,
(Recliner) wrote:

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of what
you wrote for your own records. Or is this one unlike all the others?
I wasn't aware of the form and used the phone last time.

I've used that form, and as you say, it doesn't give you a copy of
the complaint's details, just a complaint number. You only discover
that your complaint has been successful when an envelope arrives in
the post some weeks later with a standard apology letter and the
voucher you have to give to an LU ticket office, if you can find
one that's open. I would have thought they should send an email to
say that the refund was in the post, and perhaps provide an option
to get it credited automatically to your Oyster pre-pay balance.

It also only allows you to claim back the fare of a journey delayed
by 15+ minutes, but doesn't provide a way to deal with Oyster
overcharges (for example, if the delay is long, you'll probably
also get charged for two incomplete journeys) which I think can
only be dealt with on the phone.

Oh, right. Total waste of time then.

Total waste of time for those people who've been delayed on a Tube journey
for 15+ minutes and wish to claim a refund as per the customer charter - how
do you figure that one out?

P.S. Haven't people had success with getting refunds for timeout type
situations by using the secure contact form here
http://www.tfl.gov.uk/contact ? (Yes, I know it's another web form!)

"Mizter T" wrote in message

wrote:

In article ,
(Recliner) wrote:

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of what
you wrote for your own records. Or is this one unlike all the
others? I wasn't aware of the form and used the phone last time.

I've used that form, and as you say, it doesn't give you a copy of
the complaint's details, just a complaint number. You only discover
that your complaint has been successful when an envelope arrives in
the post some weeks later with a standard apology letter and the
voucher you have to give to an LU ticket office, if you can find
one that's open. I would have thought they should send an email to
say that the refund was in the post, and perhaps provide an option
to get it credited automatically to your Oyster pre-pay balance.

It also only allows you to claim back the fare of a journey delayed
by 15+ minutes, but doesn't provide a way to deal with Oyster
overcharges (for example, if the delay is long, you'll probably
also get charged for two incomplete journeys) which I think can
only be dealt with on the phone.

Oh, right. Total waste of time then.

Total waste of time for those people who've been delayed on a Tube
journey for 15+ minutes and wish to claim a refund as per the
customer charter - how do you figure that one out?

P.S. Haven't people had success with getting refunds for timeout type
situations by using the secure contact form here
http://www.tfl.gov.uk/contact ? (Yes, I know it's another web form!)

I found you just get an email apology, but no action, when you complain
about Oyster time-outs on-line. I had to call the helpline, which was
decidedly unhelpful, but eventually coughed up after quite an argument
(I had to remind the operator that the call was probably being recorded,
so he'd better be more helpful). You can also try a ticket office, if
you can find one open, and they seem to have some limited power to deal
with it, as long as you do it within a week or so.

"Recliner" wrote:

"Mizter T" wrote:

P.S. Haven't people had success with getting refunds for timeout type
situations by using the secure contact form here
http://www.tfl.gov.uk/contact ? (Yes, I know it's another web form!)

I found you just get an email apology, but no action, when you complain
about Oyster time-outs on-line. I had to call the helpline, which was
decidedly unhelpful, but eventually coughed up after quite an argument (I
had to remind the operator that the call was probably being recorded, so
he'd better be more helpful). You can also try a ticket office, if you can
find one open, and they seem to have some limited power to deal with it,
as long as you do it within a week or so.

That's disappointing to hear.

I must work harder to try and get some unresolved journeys as a result of
OSI time-out issues so I can experience this first hand.

That said, the Oyster bods do seem to do some sort of trawl for likely
Oyster OSI time-out related double charges, which can then result in the
automated (and suitably vague) "Due to operational issues..." email
proffering a refund appearing few days later. I guess one suggestion is that
those people with registered Oyster cards could try waiting for a few days
to see if such an email arrives before initiating contact themselves.

In article , (Mizter T)
wrote:

wrote:

In article ,
(Recliner) wrote:

http://www.tfl.gov.uk/tfl/tickets/refunds/tuberefund/

I really hate online web forms because you don't get a copy of
what you wrote for your own records. Or is this one unlike all
the others? I wasn't aware of the form and used the phone last
time.

I've used that form, and as you say, it doesn't give you a copy of
the complaint's details, just a complaint number. You only discover
that your complaint has been successful when an envelope arrives in
the post some weeks later with a standard apology letter and the
voucher you have to give to an LU ticket office, if you can find
one that's open. I would have thought they should send an email to
say that the refund was in the post, and perhaps provide an option
to get it credited automatically to your Oyster pre-pay balance.

It also only allows you to claim back the fare of a journey delayed
by 15+ minutes, but doesn't provide a way to deal with Oyster
overcharges (for example, if the delay is long, you'll probably
also get charged for two incomplete journeys) which I think can
only be dealt with on the phone.

Oh, right. Total waste of time then.

Total waste of time for those people who've been delayed on a Tube
journey for 15+ minutes and wish to claim a refund as per the
customer charter - how do you figure that one out?

P.S. Haven't people had success with getting refunds for timeout
type situations by using the secure contact form here
http://www.tfl.gov.uk/contact ? (Yes, I know it's another web
form!)

Total waste of time to get refunds when people have been overcharged on
Oyster, even if it is a consequence of a 15+ minutes journey delay, I
meant.

--
Colin Rosenstiel

wrote:

In article , (Mizter T)
wrote:

wrote:
[snip]
Oh, right. Total waste of time then.

Total waste of time for those people who've been delayed on a Tube
journey for 15+ minutes and wish to claim a refund as per the
customer charter - how do you figure that one out?

Total waste of time to get refunds when people have been overcharged on
Oyster, even if it is a consequence of a 15+ minutes journey delay, I
meant.

The Oyster maximum journey time limits are fairly generous - I wouldn't
generally expect a 'normal' delay on the Tube (of say 20 mins or whatever)
to bust them.

I posted the link to the Tube refund webform in response to a comment
suggesting that the only way of claiming a refund / compensation for
disrupted Tube journey (i.e. under the Customer Charter) was by telephone -
I didn't claim it dealt with wider Oyster charging issues.

In article , (Mizter T)
wrote:

The Oyster maximum journey time limits are fairly generous - I
wouldn't generally expect a 'normal' delay on the Tube (of say 20
mins or whatever) to bust them.

Not that generous if you remember the discussion about a journey from King
Cross to Putney via Highbury & Islington, Willesden Junction and Clapham
Junction. :-)

I posted the link to the Tube refund webform in response to a
comment suggesting that the only way of claiming a refund /
compensation for disrupted Tube journey (i.e. under the Customer
Charter) was by telephone - I didn't claim it dealt with wider
Oyster charging issues.

Sorry, my confusion there.

--
Colin Rosenstiel

wrote

I really hate online web forms because you don't get a copy of what
you
wrote for your own records. Or is this one unlike all the others? I
wasn't
aware of the form and used the phone last time.

A very few let you have a copy by automatically or on request sending
one to the email address that you give or are registered with. Not
rocket science.

Copy/paste also (mostly) works.

Does the apology letter copy the details you gave ?

--
Mike D