Before you claim

We do not give refunds for delays outside our control, including:

  • Strikes
  • Security alerts
  • Bad weather
  • Customer incidents e.g. a person falling ill on a train
  • Engineering works

We do not give refunds if you travel for free using a Freedom Pass, 60+ Oyster photocard, Veterans Oyster photocard, or are aged 11 or under.

You must claim within 28 days of the delay.

Please note: If you were delayed on a TfL Rail service between Paddington and Heathrow, call us on 0343 222 1118 (charges apply) from Monday to Sunday, 8am - 8pm, and we'll process your claim. You cannot claim a refund online for delays on this service until autumn 2018.

Claim a refund online

If the delay happened in the last 28 days and you were delayed for 30 minutes or more:

Or sign up for an account.

National Rail smartcards

Choose 'paper ticket' as your ticket type if you use an National Rail smartcard and enter your full card number where asked to enter your ticket number.

Arrived over an hour late to your final destination

If you were delayed:

  • On a London Overground or TfL Rail service, and
  • Your journey included travel outside the pay as you go area, and
  • You arrived at your destination over an hour late

Your refund can be calculated as set out in the National Rail Conditions of Travel (see the section on 'Compensation for delays').

Claim a refund by post

Send your:

  • Journey details (date, time and how long you were delayed for)
  • Payment method details (Oyster or contactless card number)
  • Contact details (name, address and phone number)

To:
TfL Customer Services
4th Floor
14 Pier Walk
London
SE10 0ES