We do not give refunds for delays outside our control, including:
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.
If the delay happened in the last 28 days and you were delayed for 30 minutes or more:
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.
If you were delayed:
Your refund can be calculated as set out in the National Rail Conditions of Travel (see the section on 'Compensation for delays').
TfL Customer Services
14 Pier Walk