Website to help Tube passengers collect refunds

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."