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

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

If you used a Travelcard on Oyster or a National Rail smartcard the equivalent pay as you go single fare for the delayed journey is refunded.

If you used contactless, refunds are given on the card used.

If you used a paper ticket or National Rail smartcard, refunds are made by transfer into your bank account.

We do not give refunds if you travel for free using a Freedom Pass, 60+ Oyster photocard, Veterans Oyster photocard, or children under the age of 11 travelling for free when accompanied by a fare paying adult.

It may take up to 10 working days for us to review your claim

If your claim is successful, you'll be refunded the value of a single pay as you go fare for the delayed journey.

If your claim is unsuccessful and you believe that you are entitled to a refund, you can appeal by calling us on 0343 222 1234 Monday to Friday 08:00-20:00 (charges may apply) or online via our Help & Contacts page.

You must claim within 28 days of the delay.

How to claim

Claim a refund online

If the delay happened in the last 28 days and you were delayed for 15 minutes or more, click on the buttons below to go to our contactless website and make your claim:

Paper tickets and National Rail smartcards

If you travelled using a paper ticket or a National Rail smartcard and want to apply for a service delay refund, call us on 0343 222 1234 Monday to Friday 08:00-20:00 (charges may apply). You may need a copy of your ticket during the application process.

Claim a refund by post

Send your:

  • Journey details (date, time and how long you were delayed for)
  • Ticket type (Oyster or contactless card, National Rail smartcard 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