Mayor of London

Service delay refunds

Strike update

Service delay refunds will not be paid for delays experienced as a result of strike action on 8th and 9th July 2015.

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.

 

Apply for a refund

At the moment you can't apply online for a service delay refund if your delayed journey was on TfL Rail or London Overground services between Liverpool Street and Enfield Town, Cheshunt and Chingford and between Romford and Upminster. Find out how to apply for a refund on TfL Rail or London Overground.

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 14 days of your delayed journey.

Once you have signed in, to apply:

  • Click on the 'My refunds' tab
  • Select 'service delay refund' and follow the on screen instructions 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 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 TfL online account now. You must apply within 14 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

    If you travelled on TfL Rail and some London Overground routes

    If you travelled on TfL Rail services between Liverpool Street and Shenfield or London Overground services between:

    • Liverpool Street and Enfield Town
    • Liverpool Street and Cheshunt
    • Liverpool Street and Chingford
    • Romford and Upminster

    Call TfL Customer Services on 0343 222 1234 to apply for a service delay refund. We are in the process of updating our online service so that you can apply for a service delay refund online if delayed on one of these routes in the future.