LU makes life harder for customers

Posted in Tubeworker's blog on ,
Queue for customer complain forms

London Underground is making it harder for customers to get refunds for delays. It goes hand in hand with the plan to abolish ticket offices.

Last August, LU removed Customer Charter forms, which refunded for a delay over 15 minutes. Disgruntled customers had to print forms from the internet.

From March, LU's new Service Delay Refund Scheme makes things worse. Refund-seekers will need a TfL online account. LU won't issue vouchers any more (which require a ticket office to process) but will add the refund to Oyster or customers' bank account. What about the 20% of the population without bank accounts? Or without internet?

Replacing front line staff with technology excludes poor and vulnerable customers from LU services.

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