Tube charter sets out refunds plan

TUBE passengers whose journeys are delayed by more than 20 minutes may be able to get fare refunds as part of a customer's charter outlined by London Underground yesterday.

The charter, London Underground's response to the Government's drive for better public services, also promises more accountable and helpful staff, cleaner and safer trains, and better facilities at stations. Between pounds 1m and pounds 5m will be spent yearly to meet quality targets.

Denis Tunnicliffe, the company's managing director, said at the document's launch: 'It is a set of standards we think we can achieve . . .(and) which we think are relevant to the customer.'

The refund system, to be introduced on 1 August, will compensate travellers whose delay was caused by signal failures, engineering works, staff absenteeism and other problems for which the company can be held responsible. Mr Tunnicliffe said that the scheme does not cover hold-ups caused by external factors, like terrorist alerts or freak weather.

Claimants must apply to a customer services centre with their ticket within 14 days. If staff think the claim is justified a voucher for the amount spent will be sent within seven days. Mr Tunnicliffe added: 'The aim is not to pay out money. It is to improve services so that we do not need to.'

Quality targets include increasing the proportion of customers satisfied with the standard of trains to 78 per cent, and those happy with stations to 81 per cent by April 1994. By that time the company wants 81 per cent of passengers to be happy with cleanliness on trains, and 87 per cent satisfied with stations.

London Underground aims to satisfy 86 per cent of customers with its staff's helpfulness and availability and improve from 96.4 to 97.8 the percentage of peak- hour trains running to schedule. More security devices like panic buttons and closed-circuit television systems are being introduced to cut the rate of violent crimes at stations to 1.6 per one million journeys.

Passengers travelling the Underground network yesterday welcomed the promised improvements but had mixed opinions about services. Andy Rowell and John Sayer said that they had been waiting seven minutes longer than they should have for a tube at St James's Park.

Mr Rowell added: 'There are no loos on the platforms, no telephones, and the staff need prompting before they are helpful.' His friend said: 'The service is poor and it is hot and sticky in the summer. They need better air-conditioning.'

Stephen Bishop, who uses the Central Line every day, complained about litter but added: 'On the whole I think the service is good.'

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