IFS Cloud Cable Car delays

You may be able to get a refund if your journey was delayed for 15 minutes or more.

Before you claim

For events and delays outside our control, including:

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

After contacting LCC Guest Services at this email address: LCC.GuestServices@macegroup.com, we'll either exchange or change the date of the guest journey or offer a refund as applicable.

If you used contactless, you can get the refund on the card used.

If you used a paper ticket, purchased online or at a ticket office, your refund is transferred into your bank account.

If you used your Oyster, call the TfL Oyster team on 0343 222 1234 Monday to Friday 08:00-20:00 (charges may apply).

If you used pay as you go on Oyster, refunds are given as pay as you go credit, web credit or by transfer into your bank account.

You must claim within 28 days of the delay.

Claim a refund at a ticket office

If the delay happened in the last 28 days and you were delayed for 15 minutes or more, you can claim a refund by visiting an IFS Cloud Cable Car ticket office.

Claim a refund by email

If the delay happened in the last 28 days and you were delayed for 15 minutes or more, you can claim a refund by sending an email to: LCC.GuestServices@macegroup.com.

Claim a refund by phone (contactless or paper tickets)

If the delay happened in the last 28 days and you were delayed for 15 minutes or more, you can call LCC Guest Services on 0203 282 1030 Monday to Friday 09:00-17:00 (excluding public holidays).

You may need a copy of your ticket during the application process.

Claim a refund by phone (Oyster cards only)

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

  • Call us on 0343 222 1234 Monday to Friday 08:00-20:00 (charges may apply)
  • Select option 5 to speak to an adviser

Claim a refund by post

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

  • Journey details (date, time and how long you were delayed for)
  • Ticket type (Oyster card, contactless card or paper ticket number)
  • Contact details (we may contact you to arrange a refund)

To:
TfL Customer Services
9th floor
5 Endeavour Square
London
E20 1JN

Contact LCC.GuestServices@macegroup.com for any after purchase queries. The team will get back to you in up to 5 business days.