Our customer commitments

Our purpose is to keep London working and growing and make life in the city better. Every journey matters to us and we will do all we can to make sure the transport network is safe, reliable and fit for the future.

We are funded by fare and tax payers and by commercial revenue from property and advertising. Every penny of our income is reinvested in transport; because of this, there is no 'retained profit'.

Help, contact and complaints

You can contact us in a way that suits you including telephone, email, letter and by social media.

We welcome your comments and want you to tell us when things go wrong or where you think we can improve.

We want everyone to feel safe and secure on our network and are committed to providing a high-quality service to the people who rely on us every day. We will always be polite, professional and helpful. We will listen to complaints, treat them seriously, resolve them as quickly as possible and learn from them so that we can continue to improve our services.

We aim to get things right first time and listen to you so we can better understand your needs. We will protect your confidential information and privacy and make it easy for you to access our services.

Visit our Help & contacts page.

    Customer services

    Customer services can help with general enquiries including ticketing and journey planning on all methods of transport. The team can also help with complaints.

    • Phone: 0343 222 1234, 08:00-20:00, Monday to Sunday including Bank Holidays (TfL call charges)
    • Text phone: 0800 112 3456
    • Post: TfL Customer Services, 4th Floor 14 Pier Walk, London SE10 0ES

    Our Customer Contact Centre Customer Promise outlines what you can expect when you contact us.

    Lost property

    Contact the Lost Property office by:

    London TravelWatch

    London TravelWatch (LTW) is the Capital's transport watchdog and the statutory appeals body. If you have been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to LTW.

    More details about its role in the complaints procedure can be found on the London TravelWatch website.

    Our services

    Some of our services have specific standards and commitments:

    Incident support service

    If you or someone you know has been injured during, or affected by, a serious incident involving our services, we offer comprehensive help and support via The Sarah Hope Line.

    Fares, payments and refunds

    We promise to give you the best value ticket for your journey.

    For most customers, using pay as you go with a contactless payment card or an Oyster card is best for value, flexibility and convenience.

    You can also buy paper tickets for single journeys, Day Travelcards or group travel.

    Find out more about fares, payments and refunds including best value tickets.

    Keeping you informed

    We commit to providing a high standard of personalised and integrated live information at every stage of your journey, to make you aware of any delays and disruptions and provide alternative travel advice, when possible.

    How to get travel information

    • Journey Planner gives the best routes between stations, bus stops, piers, places of interest, addresses or postcodes. There are a number of accessibility options to choose from
    • Find live bus arrival information for all of our bus stops via our Buses page
    • Our social media channels provide live service updates, news and careers information. Follow us on Twitter, see our Facebook page or view our YouTube videos
    • Get advance warning of weekend closures by subscribing to our free weekly email or signing up for email updates to help you plan your travel in London

    Open data

    Wherever possible, we make our operational data available for developers to use in their own software and services. We encourage developers to use these feeds to present customer travel information in innovative ways. Currently, 62 of our open data feeds are used in hundreds of smartphone applications.

    You can find our data feeds here.

    Accessibility and disabled passengers

    London has one of the most accessible transport networks in the world and we are committed to making the network even more accessible for our customers. Our 'Come on Board' video shows what it's like travelling in London and the facilities and assistance available.

    Find out more about accessible transport including our guides and maps, how to get help from staff and our equality policies and future plans.


      The safety of our customers, staff and contractors is always our first priority and we never compromise the safety of the service we provide. You can help us by reporting unattended bags or suspicious activity to staff or a police officer.

      Transport crime and antisocial behaviour are among our key priorities and we operate a number of anti-crime measures across the network. Read more about our safety priorities on the network.

      We want everyone to feel safe and secure on our network. If you have been a victim of a crime on the transport system, or experienced antisocial behaviour, you can report it in a way to suit you.

      Find out how to report a crime or incident.

      We are committed to protecting your personal information when you use TfL services. We sometimes need to collect your personal information so that we can provide you with the full range of our services and carry out our statutory functions. You can find out more about our obligations and your rights under the Data Protection Act 1998 on our Privacy section.

      Read safety information for each service here.


      We are committed to providing a reliable service by reducing delays and improving the way we prevent and respond to incidents.

      Our reliability performance can be found in our Quarterly Progress Reports and we have performance data for all of our transport services:


      All of our transport services will be clean and comfortable.

      We are also committed to reducing the impact of transport on the environment and run a number of initiatives to tackle climate change, encourage cycling and walking, make London's air cleaner and address noise pollution.

      Find out more about our environment and climate change work.


      We want to contribute to a better quality of life for Londoners, now and in the future.

      Sustainable transport is central to the way we work. The Mayor's Transport Strategy sets out our goals to deliver sustainable transport by maximising the environmental, social and economic benefits of our operations and minimising the negative impacts.

      Find out more about our sustainability commitments.

      Reinvesting in transport

      We don't make a profit because we reinvest all our income to run and improve your services. This allows us to upgrade stations and bring in new trains, tubes and buses to continually improve capacity and reliability. We are making the biggest investment in a generation to improve roads and streets for drivers, cyclists and pedestrians.

      Find out more about how we reinvest our income.

      Customer service performance

      We put customers at the heart of everything we do and are committed to improving performance and customer satisfaction.

      We run a number of surveys by randomly selecting customers for interview after they have completed a journey on either public transport or on the roads.

      Across all transport, we aim to get at least 80 out of 100 for customer satisfaction and to improve these scores.

      Look at our Quarterly Progress Reports for the latest performance figures.


      My Lines

      My Buses

      My Roads

      My River Buses

      My Emirates Air Line

      My Journeys

      My Places


        Favourite lines

        Favourite buses

        Favourite roads

        Favourite river buses

        Favourite Emirates Air Line

        Favourite journeys

        Favourite places