TFL Terms

Tube refunds for delayed or cancelled journeys

To claim a refund, fill in the Customer Charter form below.

When we refund

If your train is delayed by more than 15 minutes, for reasons within our control. Please refer to the FAQ and Journey Planner for exact train journey time before making a claim.

How much we refund

We'll give you a voucher matching what you paid for the single delayed journey.

When we don't refund

• If the delay is beyond our control such as security alerts, third party action or bad weather
• For service changes advertised in advance

Getting your refund

• It normally takes 21 days to process a refund. If you haven’t heard from us after 21 days, contact Oyster Customer Service Centre
• You must claim within 14 days of the delay or you won't get a refund
• If you didn’t receive the amount you were expecting, contact the Oyster Customer Service Centre

Note: All claims can be investigated and legal action can be taken against anyone making fraudulent claims. We are not legally obliged to make refunds when customers are delayed.

Unfortunately, Freedom Pass and other free travel pass-holders are not entitled to refunds.

DLR refunds for delayed or cancelled journeys

When we refund

If you've been delayed by more than 15 minutes or couldn't complete your journey.

How much we refund

The fare for the single journey you were making.

When we don't refund

• If the delay is beyond our control such as security alerts, third party action or bad weather
• For service changes advertised in advance

Paper ticket refunds

Please call Customer Services on 020 7363 9700 from 08:00 to 20:00 for a Service Delay Refund Claim form.

You can also get a form from Bank, Canary Wharf, Cutty Sark for Maritime Greenwich, Island Gardens, London City Airport and Tower Gateway DLR stations.

Oyster card refunds

If you were using an Oyster card complete the form below.

You must send your claim within 14 days.

OVERGROUND
 

London Overground refunds for delayed or cancelled journeys

When we refund

If you experience a delay to your journey of more than 30 minutes for reasons within our control.

How much we refund

We'll give you a voucher to the value of the single delayed journey.

When we don't refund

• If the delay is beyond our control such as security alerts, third party action or bad weather
• For service changes advertised in advance