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

Contact LCC Guest Services at this email address: LCC.GuestServices@macegroup.com. We'll change the date of the guest journey or provide a refund.

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 pay as you go on Oyster, you can get the refund as pay as you go credit, web credit or by transfer into your bank account.

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

You must claim within 28 days of the delay.

Claim a refund at a ticket office

You can claim a refund by visiting an IFS Cloud Cable Car ticket office if:

  • The delay happened in the last 28 days and you were delayed for 15 minutes or more
  • You travelled using contactless or a paper ticket

Claim a refund by phone

Call us on 0343 222 1234 Monday to Friday 08:00-20:00 (charges may apply) if:

  • The delay happened in the last 28 days and you were delayed for 15 minutes or more
  • You travelled using an Oyster card

Call LCC Guest Services on 0203 282 1030 Monday to Friday 09:00-17:00 if:

  • The delay happened in the last 28 days and you were delayed for 15 minutes or more
  • You travelled using contactless or a paper ticket

Claim a refund by email

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

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.