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.

Claim a refund online

If the delay happened in the last 28 days and you were delayed for 15 minutes or more:

Or sign up for an account.

National Rail smartcards

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