Mayor of London

Tube strike

Tube strike planned from 18:30 Wednesday 5 August and all day Thursday 6 August

Help & contact

On this page, you can find answers to the questions we are most frequently asked, along with a range of links and useful content.

If you need to complain about any of our services, please get in touch using the contact details below.

Contact us about fares & payments

 
Oyster cards (including Photocards)

Find out more about Oyster.

Frequent questions about Oyster

How do I touch in and out correctly?

  • Tube, DLR, London Overground, TfL Rail and National Rail services - Touch your Oyster card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare
  • Buses and trams - Touch in at the start of your journey

How do I reset my Oyster online password?
Select forgotten password and enter your username and postcode, a password reset email will be sent to the address in your account.
If your postcode is not accepted, use our online form or call us on 0343 222 1234* to request a password reset. You will need to confirm your Oyster card number and security answer.


Where can I see how much my fare is?
Find the cost of single journeys on Tube, DLR, London Overground, TfL Rail and National Rail services.
Find other fares in our fares tables.


How can I get  a reminder of my username?
Select forgotten username and enter your email address and postcode. If your postcode is not accepted, use our online form or phone us on 0343 222 1234* to request a reminder. You will need to confirm your Oyster card number and security answer. 


How do I report my Oyster card lost or stolen?
If you have an Oyster online account you can report your Oyster card lost or stolen online.
If you do not have an account, use our online form or phone us on 0343 222 1234* with your Oyster card number and pasword.
Find out more about lost and stolen cards.
Find out more about Oyster refunds & replacements.


How can I get a statement of my Oyster card journey history?
Sign in to your online account to see the journeys you've made right up to the end of the previous day. You can see up to the last eight weeks of journey history and select which period you want to view. You can also have your journey history emailed to you on a weekly or monthly basis. You can only see your journey history from the day after you sign up for an Oyster online account.
Find out more about Oyster online.
If your Oyster card is registered, but you don't have an online account, please use our online form or phone us on 0343 222 1234*. You will need to give us your Oyster card number so we can send you your journey history.


Contact us for more help or to make a complaint

When contacting us, please provide:

  • Your Oyster card number (if you have one)
  • Your security password (if your Oyster card is registered)
  • The name of your regular station

Online: Use our online form
Phone: 0343 222 1234*
Textphone:
020 7027 8511
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @TfLWaystoPay
Sign up for email updates

 
Contactless payment cards

Find out about more contactless payment cards.

Frequent questions about contactless payment cards

How do I touch in and out correctly?

  • Tube, DLR, London Overground, TfL Rail and National Rail - Touch your contactless payment card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare
  • Bus and tram services - Touch in at the start of your journey
Find out more about touching in and out.

Where can I see how much my fare will is?
Check the cost of single journeys on Tube, DLR, London Overground, TfL Rail and national Rail services in London in our Single fare finder.
Find other fares in our fares tables
.
You will be able to benefit from both daily capping and Monday to Sunday capping. Find out what capping is.


How do I apply for a refund?
You can apply for a refund in your online account
When you sign in to your account, you will be able to see on the account overview page and if you can apply for a refund.
Find out about applying for refunds through your account.
If you have a travel charge on your card issuer statement from TfL, but you don't use a contactless payment card to travel, you may have been affected by card clash. You can phone us on 0343 222 1234* - select options 1 and then 4. You will be asked to enter your contactless payment card number, expiry date and CV2 number. Our advisers can see your journeys and apply any refunds due.
Find out more about wrong card charged.


How do I prevent card clash?
To prevent card clash you should keep your contactless payment and Oyster cards separate when you touch in and out. You should only touch the card you want to pay with on the yellow card reader.
Find out about card clash.


How do I query a travel charge?
If you have any queries about the charges on your contactless payment card, you can contact us using the details below.
If you have signed up to a TfL online account, you can sign in to see your detailed journey history.
If you have not signed up for an online account, you can sign in as a guest to see your last seven days journey history.
If you see charges that you do not recognise, call us on 0343 222 1234*.
Find out about card issuer statements.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 1234*
Textphone: 020 7027 8511
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @TfLWaystoPay
Sign up for email updates

Contact us about our travel services

 
Transport accessibility

Find out more about Transport accessibility.

Frequent questions about transport accessibility

How do I plan a journey considering my accessibility needs?
Plan a journey and select 'Travel options and accessibility'.


What type of help can I expect from staff?
Find out what help from staff is available on our network.


What kind of accessibility guides do you have? 
We produce a range of maps and guides in alternative formats. All our accessibility guides can be ordered free of charge.


What plans do you have to improve accessibility on the Transport for London network?
Find out about our equality policy and our future plans.


Contact us for more help or to make a complaint

Online: Use our online form
Email:
tflaccessibility@tfl.gov.uk
Phone: 0343 222 1234 (TfL call charges)
08:00-20:00 seven days a week
Textphone: 0800 112 3456
Address:

TfL Customer Services
4th Floor
14 Pier Walk
London, SE10 0ES

Social media & email updates

Follow: @TfLAccess
Sign up for email updates

 
Tube

Find out more about the Tube.

Frequent questions about the Tube

How can I find out which services will be disrupted due to engineering works?
See our planned works calendar. Plan a journey to change your route. Find out what we're doing to improve the Tube.


What times are peak and off-peak on the Tube?
Peak times are Monday to Friday 06:30 to 09:29 and 16:00 to 18:59, public holidays do not have peak times. It's cheaper to travel off-peak
Find out how much Tube fares cost.


How can I claim a refund for a delay?
Find out when we refund and how to apply.


How can I get a Baby on board badge?
We've teamed up with Not on the High Street to bring you our Baby on Board programme.


Can I take a bicycle on the Tube?
Find out which services allow bikes.
Plan a journey using the advanced option for a cycling route.


What improvements are you making to customer service in your stations?

Find out how we're improving customer service.

Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234 (TfL call charges)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

Social media & email updates

Follow your Tube line for realtime updates
Sign up for email updates
 
Buses

Find out more about Buses.

Frequent questions about buses

I am visiting London, how can I pay for my bus fare?
Buses are cash free. Pay with a Visitor Oyster card, Oyster card, Travelcard or contactless payment card.
Find out more about bus fares in London.


Where can I find bus timetables?
Go to Timetables, choose buses and select your route number.


How can I complain about a staff member on a bus?
We are sorry if you have had a bad experience on one of our buses. Please contact us using the details below.


How can I plan my bus journey?
Plan a journey - if you want to travel by bus only, select 'Travel options & accessibility' and deselect all other modes of transport.


Can I take my wheelchair on the bus?
You can use wheelchairs on buses and many other services. We give priority to wheelchairs over buggy users.


Contact us for more help or to make a complaint

When contacting us, please provide:

  • The bus number
  • Bus stop location (where applicable)
  • Your Oyster card number (if you have one)

Online: Use our online form
Phone:
0343 222 1234 (TfL call charges)
08:00-20:00 seven days a week
Textphone: 0800 112 3456

Social media & email updates

Follow: @TfLBusAlerts 
Sign up for email updates

 
DLR

Find out more about the DLR.

Frequent questions about the DLR

How can I plan my journey on DLR?
Plan a journey - if you just want to travel by DLR, select 'Travel options & accessibility' and deselect all other modes of travel.


How can I find out what services will be disrupted due to engineering works?
See our planned works calendar. If you need to find an alternative route Plan a journey.


What events are taking place around the DLR?
Find out about upcoming events around the DLR.


Where does DLR connect with other London transport networks?
Find out how the DLR connects with other services.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 1234 (TfL call charges)
Textphone: 0800 112 3456
08:00-17:00 Monday to Friday

Social media & email updates

Follow: @LondonDLR
Sign up for email updates

 
Trams

Find out more about Trams.

Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234 (TfL call charges)
08:00-20:00 seven days a week
Address:
Tramlink House
5 Suffolk House
George Street
Croydon, CR0 1PE

 
London Overground

Find out more about London Overground.

Frequent questions about London Overground

What are the planned engineering works?
Find out about the latest planned track closures for the next six months.


Where can I view London Overground timetables?
Go to London Overground Timetables to see all the timetables.


What is the Turn Up & Go service?
London Overground offers a 'Turn Up and Go' service. This means that disabled and vulnerable people needing assistance can arrive at stations and have staff help them without being asked to book in advance.
Find out more about the 'Turn Up & Go' service.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234 (TfL call charges)
09:00-17:00 Monday to Friday
Address:

Freepost RSTY-TJRK-JRUG
Customer Services Team
125 Finchley Road
London, NW3 6HY

Social media & email updates

Follow: @LDNOverground
Sign up for email updates

 
TfL Rail

Find out more about TfL Rail.

Frequent questions about TfL Rail

Why is TfL taking the Liverpool Street to Shenfield services so early?
The early transfer gives the operator time to train staff to support the introduction of the new trains, as part of a staged opening of the Crossrail route. 
See the Crossrail opening programme.


What changes/improvements can passengers expect to see from May 2015?
When we take over, you'll see some improvements straight away, find out the benefits.


Contact us for more help or to make a complaint

Online:Use our online form
Phone:
0343 222 1234
Textphone: 0800 112 3456
08:00-20:00 seven days a week

Social media & email updates

Follow:@TfLRail
Sign up for email updates

 
Santander Cycles

Find out more about Santander Cycles.

Frequent questions about Santander Cycles

How can I contact Santander Cycles?
You can find our contact details listed below.
To report a lost or stolen key, call the contact centre on 0343 222 6666* immediately to prevent any extra ride charges.


Where are the docking stations?
There are more than 10,000 bikes at over 700 docking stations situated every 300 to 500 metres in London. Find a docking station near you.


How many times can you take out a cycle in one day?
You can hire as many times as you like within the bike access period you have purchased. Once you have returned the bike to a docking point you will need to wait five minutes before hiring another bike.
Find out how Santander Cycles works.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 6666*
Address:
PO Box 1214
Enfield
EN1 9ST

*TfL call charges

Email updates

Sign up for email updates

 
Taxis & minicabs

Find out more about Taxis & minicabs.

Frequent questions about taxis & minicabs

Where can I see how much my journey might cost?
Find out how much taxi fares cost.


Where can I book a taxi?
Find out how to book a taxi.


Contact us for more help or to make a complaint

Online: Use our online form
Email: tph.enquiries@tfl.gov.uk
Phone: 0343 222 4444 (TfL call charges)
08:00-18:00 Monday to Friday

Address:
Surface Transport Customer Services
4th Floor, Palestra
197 Blackfriars Road
London SE1 8NJ

Email updates

Sign up for email updates

 
River travel

Find out more about River travel.

Frequent questions about river travel

Can I use my Oyster card on river services?
Oyster pay as you go is accepted on MBNA Thames Clippers River Bus services and customers get 10% discount off standard tickets (except route RB6). Oyster pay as you go is not accepted on River Tour services.

If your Oyster card includes a Travelcard (or you have a paper Travelcard) you can get a 1/3 off standard advertised adult and child fares on River Bus services and most sightseeing River Tours. Just show your Oyster card at the pier ticket office.


Where can I buy tickets? How much are they?
You should buy a ticket from a pier ticket office before boarding or in advance online from the boat operator's website.
If you are using MBNA Thames Clippers, you can also use their smartphone ticketing app or purchase tickets on board if the ticket office is shut.
Find out more about river fares.


What journeys can I make on River?
Go to Timetables, select 'River' and find all the routes available.


How can I plan my journey?
Plan a journey - if you want to travel by River only, select 'Travel options & accessibility' and deselect all other modes of transport.


Contact us for more help or to make a complaint

Online: Use our online form
Email:
river@tfl.gov.uk
Phone: 0343 222 1234 (TfL call charges)
08:00-20:00 seven days a week
Address:

London River Services Limited
Tower Pier
Lower Thames Street
London EC3N 4DT

Social media & email updates

Follow: @TfLRiver
Sign up for email updates

 
Emirates Air Line (Cable car)

Find out more about Emirates Air Line.

Frequent questions about Emirates Air Line

When are you open?
See our opening hours. Emirates Air Line is closed on Christmas Day and for regular maintenance.


What are the fares, and can you pre-book?
See Emirates Air Line fares.You can pre-book tickets online including the Discovery experience.


Is the airline accessible for disabled passengers?
Yes, the Emirates Air Line has step-free access and is accessible to most wheelchairs, including motorised wheelchairs and mobility scooters. Find out more about accessibility.


Can I use my Oyster card?
Yes, it's quick and easy to use Oyster to pay as you go, a discount is automatically applied to the cost of a ticket.
Find out more about fares with an Oyster card.


Can you hire out a cable car privately?
Cabins can be hired at the cost of £90, this can accommodate 10 passengers.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234 (TfL call charges)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

Social media & email updates

Follow: @EmiratesAirLDN
Sign up for email updates

 
Dial-a-Ride

Find out more about Dial-a-Ride.

Frequent questions about Dial-a-Ride

How do I make/cancel a booking?
You must be a member, then you can make a booking. To amend or cancel a booking call 0343 222 7777*.


How do I complain about a late/early journey?
Call 0343 222 7777*, 06:00 to 24:00, seven days a week to find out where your vehicle is. If we fail to meet our service standards as set out in our Charter, contact us on the details below.


How do I complain about refusal of booking?
Find out about how availability works and our limitations. To make a complaint or submit comments and suggestions, please contact us on the details below.


Contact us for more help or to make a complaint

Email: DAR@tfl.gov.uk
Phone: 0343 222 777*
Address:
PO Box 68799
London
SE1P 4RD 

*TfL call charges

Social media & email updates

Follow: @TfLAccess
Sign up for email updates

 
Lost property

Use our online form to ask about lost property on these services:

  • London Buses
  • London Underground
  • Docklands Light Railway
  • London Overground
  • Victoria Coach Station
  • Black cabs (taxis)
  • Emirates Air Line
  • TfL Rail

It can take up to 10 days for items we find to be delivered from stations and garages and entered on our system.

    Enquire about lost property on other services:

    The lost property office does not receive items lost on National Rail services, licensed mini-cabs, coaches, tour buses or airports. Please contact the service operator.


    Contact us for more help or to make a complaint

    Phone: 0343 222 1234*
    08:30-16:00 Monday to Friday
    Address:
    200 Baker Street
    London
    NW1 5RZ

    *TfL call charges.

    Contact us about roads

     
    Congestion Charge

    Find out more about the Congestion Charge.

    Frequent questions about Congestion Charge

    Does the Congestion Charge apply if I travel in the zone on Saturdays or Sundays?
    No. The charge does not apply if you travel into the charging zone, around the zone and out of the zone during a weekend.
    Find out more about the Congestion Charge zone.


    How can I pay the Congestion Charge?
    You can pay in advance or on the day of travel. If you don't pay by midnight on the charging day after you drove in the zone, you'll get a Penalty Charge Notice (PCN).


    Where does the Congestion Charge apply?
    Find out where the Congestion Charge zone is. You can also check to see if an address or postcode is within the charge zone.


    Will I have to pay the charge if I am diverted into the zone?
    If you are diverted into the charging zone by an official diversion, you don't have to pay the Congestion Charge but you must leave the charging zone as directed, or if no signs are provided, at the first available opportunity. All vehicles subject to a diversion should not receive a Penalty Charge Notice (PCN).
    Challenge a penalty charge.


    Contact us for more help or to make a complaint

    Online: Use our online form
    Phone:
    0343 222 2222 (TfL call charges)
    08:00-22:00 Monday to Friday or 09:00-15:00 Saturday
    Address:

    PO Box 4782
    Worthing BN11 9PS
    More contact details

    Social media & email updates

    Follow: @TfLTrafficNews
    Sign up for email updates

     
    Low Emission Zone (LEZ)

    Find out more about the Low Emission Zone (LEZ).

    Frequent questions about the Low Emission Zone

    How much is the daily charge and how can I pay it?
    The Low Emission Zone (LEZ) daily charge is £100 for larger vans, minibuses and other specialist vehicles, and £200 for lorries, buses, coaches and other specialist heavy vehicles.
    How to make a payment


    Is my vehicle affected by the LEZ?
    Use our simple tools to check whether your vehicle meets LEZ emissions standards..


    What happens if I drive in the LEZ and do not pay the charge?
    If you drive in the LEZ without meeting emission standards, we may issue you with a Penalty Charge Notice (PCN).


    My vehicle doesn't meet the emissions standards. What can I do?
    If your vehicle doesn't meet the emissions standards, there are a number of ways to meet the standards.


    Contact us for more help or to make a complaint

    Online: Use our online form
    Email:
    lezlondon@tfl.gov.uk
    Phone: 0343 222 1111 (TfL call charges)
    Textphone:
    020 7310 8999
    08:00-22:00 Monday to Friday, 09:00-15:00 Saturday, closed Sunday
    Address:

    PO Box 4784
    Worthing
    BN11 9PU
    More contact details

    Social media & email updates

    Follow:@TfLTrafficNews
    Sign up for email updates

     
    Cycling

    Find out more about Cycling.

    Frequent questions about Cycling

    What transport can I take my bike on?
    You can take some bikes on public transport or Plan a journey and select the cycling option.


    What is the Mayor's vision for cycling?
    The Mayor's vision is that cycling in London will become an integral part of the transport network.
    Read about the Mayor's Vision for Cycling.


    What work are you doing to improve cycling in London?
    Find out what projects we're currently working on in Improvements & projects.
    Find out about the Mayor's Vision for Cycling.
    Read about our cycling activities in Publications & reports.


    How can I order cycle guides?
    We have 14 free cycle guides which have been recommended by experienced cyclists and will help you navigate the streets of London.


    What are you doing to improve London's roads?
    We're investing £4billion, the largest investment in a generation, into improving London's roads.


    Where can I get information on cycle training?
    Free, or heavily subsidised, cycle training is available in the borough in which you live, work or study.

    Contact us for more help or to make a complaint

    Online: Use our online form
    Phone: 0343 222 1234(TfL call charges)
    Textphone: 0800 112 3456

     
    Freight

    Find out more about Freight.

    Frequent questions about Freight

    What is FORS?
    The Fleet Operator Recognition Scheme (FORS) is a free, voluntary scheme operated by TfL. It encourages sustainable best practice for road freight operators who service and deliver in London, or who intend to do so.


    How do I make deliveries at night?
    Working with your suppliers and customers to avoid peak delivery/collection times can bring safety, environmental and social benefits.
    Find out more about retiming and out of hours deliveries.


    How can I move freight by water or rail?
    As the roads get congested further, many organisations are considering alternative modes of transport to reduce delivery delays and reliance on the road network.


    Contact us for more help or to make a complaint

    Email: freight@tfl.gov.uk

     
    Walking

    Find out more about Walking.

    Frequent questions about walking

    Where can I find more information about walking routes in London?
    Top walking routes can be found all across central and Greater London.


    How can I plan my journey if I am walking
    Plan a journey and select the walking icon before you enter your 'From' and 'To' locations.


    What are you doing to make walking more accessible?
    We want to encourage walking in the Capital and have developed a mapping and signage system called Legible London to help people find their way around easily.


    Why walk?
    Walking is a great way to get around London - it's quick and reliable, good for your health and good for London's economy.

    Contact us for more help or to make a complaint

    Email: walking@tfl.gov.uk
    Email Legible London:
    legiblelondon@tfl.gov.uk

     
    Coaches

    Find out more about Coaches.

    Frequent questions about coaches

    How can I purchase a coach ticket?
    Victoria Coach Station is responsible for the sale of tickets on behalf of coach operators departing from the station. Coach tickets can be purchased from the Ticket Office located by gate 21 in the departures terminal. The Ticket Office is open from 07:00 to 22:00, seven days a week and tickets can be purchased in advance, or on the day, up to 15 minutes prior to departure.


    What other facilities are at Victoria Coach Station?
    Most of Victoria Coach Station's facilities are located in the main departures area.


    Where can I find the coach parking map on the website?
    Find out about coach parking, planned road works and coach ban areas
    .


    Contact us for more help or to make a complaint

    Phone: 0343 222 1234 (TfL call charges)
    Address
    :
    164 Buckingham Palace Road
    London
    SW1W 9TP
    Coach operating companies

     
    Other roads issues

    Find out more about Driving.

    Frequent questions about road issues

    How can I report a problem with roadworks in London?
    Use ReportIt to tell us about any problems you have had with roadworks.


    What are you doing to improve London's Roads?
    As part of the Road Modernisation Plan we're investing £4billion into improving London's roads.


    What is pedestrian countdown?
    Pedestrian countdown provides an improved crossing experience for pedestrians by using a digital countdown timer to display the remaining time available to cross.


    What are your responsibilities on London's roads?
    Our job is to make the safest and most appropriate use of London's busiest roads. We manage the TfL Road Network (the TLRN or London's 'red routes') and are responsible for the maintenance, management and operation of the Capital's 6,000+ sets of traffic signals


    Contact us for more help or to make a complaint

    Online: Use our online form (select Streets)
    Phone: 0343 222 1234 (TfL call charges)
    Textphone: 0800 112 3456