Mayor of London

Service delay refunds

When we refund for service delays

If your journey was delayed for reasons within our control by:

  • 15 minutes or more on Tube and DLR services
  • 30 minutes or more on London Overground or TfL Rail services

We'll refund you the single fare for the journey you were delayed on.

When we don't refund for service delays

You can't get a service delay refund for planned service changes and engineering work, if you made an alternative journey or if your journey was delayed for a reason outside our control, like:

  • A security alert
  • A customer incident, for example, a person ill on a train
  • Adverse weather conditions

If you have a free travel concession, you can't apply for a service delay refund.

Service delay refunds will not be paid for delays experienced as a result of strike action. If our bus services are disrupted by strike action, call TfL Customer Services on 0343 222 1234 (TfL call charges) for guidance.

Apply for a refund

If you travelled with an Oyster card, paper ticket, key card or c2c smartcard

You need to sign in to your Oyster online account to apply for a service delay refund. If you don't have one, sign up for one now. You must apply within 28 days of your delayed journey.

Once you have signed in, click on service delay refunds to apply.

    If you travelled using a key card or c2c smartcard, select 'paper ticket' as the ticket type you travelled with when your journey was delayed. Enter your full card number where asked to enter your 'ticket number'.

    If you were delayed on London Overground or TfL Rail services and arrived at your destination more than one hour late, your refund may be calculated as set out in the National Rail Conditions of Carriage if the value of the refund will be greater.

    To apply for a refund as set out in the National Rail Conditions of Carriage (see the section on 'Train Service Disruption'), please write to our Customer Services team with details of your journey including date, time and how long you were delayed for.

    Please include your Oyster card number, your original paper ticket or a copy of your season ticket and photocard.

    Send your letter within 28 days of the delayed journey to:

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

      If you travelled with a contactless payment card

      You need to sign in to your TfL online account to apply for a service delay refund. If you don't have one you can sign up for an account now. You must apply within 30 days of your delayed journey.

      Once you have signed in, to apply:

      • Click on the contactless payment card you were travelling with when you were delayed
      • On the 'card details' screen click on 'claim for service delay' and follow the on screen instructions to apply