Tube and DLR delays

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: