How Late It Has to Be
| Service | Delayed by | Refund |
|---|---|---|
| London Underground (the Tube) | 15 minutes or more | A single fare for the journey |
| DLR | 15 minutes or more | A single fare for the journey |
| London Overground | 30 minutes or more | A single fare for the journey |
| Elizabeth line | 30 minutes or more | A single fare for the journey |
Bus and tram delays aren't refunded.
What TfL Doesn't Refund
TfL only refunds delays within its control. It doesn't refund delays caused by:
- strikes
- security alerts
- bad weather
- engineering works
- customer incidents, such as a person falling ill on a train
TfL's Conditions of Carriage say service delay refunds are suspended during strike action. There is no refund if you travelled free: Freedom Pass, 60+ Oyster photocard and Veterans Oyster photocard holders, and children under 11 travelling free, can't claim.
How to Apply
- Sign in to your TfL account. Use the contactless or Oyster account the card is registered to. A contactless card has to be registered before you can apply.
- Choose the delayed journey. Apply for a service delay refund for the journey, within 28 days of the delay.
- Wait for TfL's answer. TfL says it may take up to 10 working days to review a claim. If it agrees, it refunds a single fare for the journey.
- Contactless: register the card in your TfL account, then apply online.
- Adult Oyster card: apply online through your contactless and Oyster account.
- Oyster photocards: use TfL's Oyster contact form or call 0343 222 1234.
- Paper tickets and National Rail smartcards: send the details to TfL Customer Services by post.
National Rail Trains Are Different
Trains run by a train company, such as Thameslink, Southern, Southeastern or c2c, aren't refunded by TfL, even on contactless or Oyster. Claim Delay Repay from the train company instead, from 15 or 30 minutes late at your destination, with your TfL journey history as proof: see Delay Repay with contactless and Oyster.
A journey that used both, such as Thameslink and then the Tube, is two separate claims: Delay Repay for the train and a TfL refund for the Tube, if each was late enough.
Forgot to tap out on the same journey? That's a separate TfL incomplete journey refund.
Questions
How late does the Tube have to be for a refund?
15 minutes or more on the Tube and DLR, and 30 minutes or more on the London Overground and Elizabeth line, for a reason within TfL's control.
How much does TfL refund?
A single fare for the delayed journey.
Can I claim a TfL refund on contactless?
Yes. Register the card in your TfL account, then apply online for the delayed journey.
Does TfL pay out on strike days?
No. TfL's Conditions of Carriage say service delay refunds are suspended during strike action.
How long do I have?
28 days from the delay.
My journey was Thameslink and then the Tube. Who do I claim from?
Thameslink for the train, through Delay Repay, and TfL for the Tube, if each part was late enough. They are separate claims.
Related Questions
Sources
- TfL: Tube and DLR delays
- TfL: London Overground and Elizabeth line delays
- TfL: service delay refunds
- TfL Conditions of Carriage
Terms change. If something here doesn't match TfL's own page, TfL's page is right. Tell us and we'll fix it. Railhop is independent and not affiliated with TfL. TfL refunds you directly; Railhop never handles the money.