Maximum fare refunds

If you pay as you go and don't touch in and out for each train journey, we don't know where you have travelled so can't charge you the right fare. This is known as an incomplete journey and you'll be charged a maximum fare of up to £8.90. Find out more about incomplete journeys.

Automatic refunds

We will try and automatically complete your journey if you:

  • Forget to, or were unable to touch out at the end of the journey you regularly make
  • Can't touch out due to congestion at a station as a result of a major sporting or entertainment event in the area and the gates have been left open so everyone can enter and exit the station safely

If we've completed your journey, you may be due a refund and we'll try to give you this automatically.

  • If you used an Oyster card, your refund will automatically load on to your Oyster card the next time you travel and touch in or out at the station you use most often
  • If you used contactless, we'll refund the difference to your contactless payment card or adjust the fares charged on another day you travel

If you have a contactless and Oyster account we'll email you when we have sent you an automatic refund. Your automatic refund will be shown on your journey history.

Applying for a refund

If you weren't refunded automatically, you can apply for a refund of a maximum fare in the following ways:

  • Online - Sign in to your contactless and Oyster account to apply for up to three maximum fare refunds per calendar month
  • Contact Customer Services on 0343 222 1234 (TfL call charges). You need to apply within 8 weeks of making an incomplete journey. We'll need your Oyster or contactless payment card number when you call

Check journey history and refunds

If you think you have an incomplete journey or want to check if you've received an automatic refund you can check your journey history:

  • Online with a contactless and Oyster account
  • By calling Customer Services on 0343 222 1234 (TfL call charges)
  • If you have an Oyster card, at a Tube or London Overground station ticket machine. You can only see up to your last eight journeys

Contact Customer Services

Phone detailsPhone: 0343 222 1234

08:00-20:00, Monday to Sunday including public holidays (TfL call charges)

TfL Customer Services

Address details 4th Floor
14 Pier Walk
London SE10 0ES


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