TfL Ref: FOI-3479-2425

Thank you for your request received by Transport for London (TfL) on 28^th January 2025 asking for information about Elizabeth Line passengers claiming for service delays.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

Specifically you asked:

“I wish to put in a FOI regarding the most efficient way for Elizabeth Line users to claim for service delay.

Oyster card is only accepted up to West Drayton. How can customers with National rail smart cards & season tickets claim for compensation when customer service teams can only deal with Oyster card contactless payments?

In previous correspondence, there was a mention of an Elizabeth line team. Is there a contact email for them?”.

I can confirm that we hold the information you require.

The following page of our website explains how to make a claim for a refund for delays on the Elizabeth line. As you can see, this includes users of a National Rail smartcard or paper ticket:

https://tfl.gov.uk/fares/refunds-and-replacements/overground-and-elizabeth-line-delays

I am not sure what previous correspondence or “Elizabeth line team” email address you are referring to. Customers wishing to contact TfL about the Elizabeth line can do so via the Help and Contacts pages of our website here https://tfl.gov.uk/help-and-contact/ and here https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail. 

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed. 

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London