Customer Charter Refunds
 

Many customers avail themselves of the refund policy operated by London
Underground when the service is delayed.

But with the advent of the Oyster card and the ability to verify a persons
journey will the number of refund requests go down?

When the Central line went down for 3 months due to the Chancery Lane
derailment there were many false claims (see
http://www.tombrake.co.uk/Tube%20sca...%2021-3-03.htm) and LUL spent
ages dealing with them.

It has been thought by some ticket office staff that the sheer quantity of
refund vouchers handed in by an individual could in no way reflect the
service they have received and some have spoken of customers actually asking
if there had been delays at any time on a particular day.

If Oyster card catches fraudulent claimants what should happen to them?

Steve

Customer Charter Refunds
 

On Sat, 22 May 2004 17:40:56 +0100, "SJCWHUK"
wrote:

If Oyster card catches fraudulent claimants what should happen to them?

How about being *really* clever, and automatically paying refunds
based on Oyster usage? Journeys could be "tagged" as delayed, and
credited back as Prepay on the next use of the card.

Neil

--
Neil Williams in Milton Keynes, UK
To e-mail use neil at the above domain

Customer Charter Refunds
 

Neil Williams wrote:
On Sat, 22 May 2004 17:40:56 +0100, "SJCWHUK"
wrote:


If Oyster card catches fraudulent claimants what should happen to them?


How about being *really* clever, and automatically paying refunds
based on Oyster usage? Journeys could be "tagged" as delayed, and
credited back as Prepay on the next use of the card.

Neil

But how would you figure out which journeys were delayed?

Brad

Customer Charter Refunds
 

On Sun, 23 May 2004 07:06:46 +0000 (UTC), TheOneKEA
wrote:

But how would you figure out which journeys were delayed?

Does LUL not have a TRUST equivalent to log such things? I guess
you'd also need some coding to identify likely routes/trains used.

Thinking about it - it may be a bit of an undertaking!

Neil

--
Neil Williams in Milton Keynes, UK
To e-mail use neil at the above domain

Customer Charter Refunds
 

On Sat, 22 May 2004 17:40:56 +0100, "SJCWHUK"
wrote:

It has been thought by some ticket office staff that the sheer quantity of
refund vouchers handed in by an individual could in no way reflect the
service they have received and some have spoken of customers actually asking
if there had been delays at any time on a particular day.

If someone *really* wants to attempt to defraud the customer charter
system, asking station staff about delays is a waste of time.

The 'Travel news' emails and various TfL web pages are the perfect
source of information. The information is in the public domain, and if
paper tickets don't record entry and exit points and times, I can't
see how LUL will stop this...

...expect perhaps by running a service without the massive number of
delays! What an idea!


Cheers,

Jason.

Customer Charter Refunds
 

On Sun, 23 May 2004 07:06:46 +0000 (UTC), TheOneKEA
wrote:

But how would you figure out which journeys were delayed?

Record entrance location and time and then match with exit location
and time?

So everyone would sit on the platforms for 15 minutes each way to get
refunded travel! ;-)


Cheers,

Jason.