Escalate unacceptable service and provide easier means of refund for Tube Passengers.

Escalate unacceptable service and provide easier means of refund for Tube Passengers.

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Raj k started this petition to Sadiq Khan (Mayor of London) and

This is a petition for the London Assembly and Mayor of London to hold an enquiry into the poor management and performance of the London underground services. A previous petition response from the Mayor in 2017 suggested the age, bad weather and Thames water leak all contributed to a poor Metropolitan Line service in 2017. It has been two years and there has been little improvement. In fact it has been worse and TFL has made it more difficult for Passengers to be issued refunds by:

- Implementing changes to the TFL website to block third party refund services like www.reeclaim.co.uk to claim on behalf of delayed passengers

- Requiring passengers to login and fill out a form and with journey date, start/end times, stations, amount of delay - all despite the information already held in journey history. Passengers should simply be able to select the journey affected and request a refund.

- Not promoting the fact Passengers are entitled to refunds via the TFL website during delays.

- Unsuccessful refund applications are often reversed when a phone call is made, no reason is given to why the initial request is rejected. Passengers who have filled out a refund application have the right to know the reason why it has been rejected. I believe this is not provided due to the next point:

We believe TFL and Metropolitan Line staff in particular are abusing the service status metrics to improve/mask the actual performance SLAs. Examples of this are; 1) Temporarily changing the status during major disruptions to split/reset overall duration of severe delays, 2) Prematurely setting the status to minor/good to reduce the duration of severe status, 3) Delaying setting the status to a lower level, 4) Assigning the incorrect status in relation to actual disruption.

This is an important petition considering the unacceptable level of this service having a direct impact on commuter distress, unsafe conditions and ultimately risking livelihoods. TFL have also made attempts to avoid paying compensation to Passengers by making it more difficult to obtain refunds.

 

 

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