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Mayor of London

Service delay refunds

When we refund for service delays

If your journey was delayed for reasons within our control by:

  • 15 minutes or more on Tube and DLR services
  • 30 minutes or more on London Overground services

We'll refund you the single fare for the journey you were delayed on.

When we don't refund for service delays

You can't get a service delay refund for planned service changes and engineering work, if you made an alternative journey or if your journey was delayed for a reason outside our control, like:

  • A security alert
  • A customer incident, for example, a person ill on a train
  • Adverse weather conditions

If you have a free travel concession, you can't apply for a service delay refund.

Apply for a refund

If you travelled with and Oyster card or paper ticket

You need to sign in to your Oyster online account to apply for a service delay refund. If you don't have one, sign up for one now. You must apply within 14 days of your delayed journey.

Once you have signed in, to apply:

  • Click on the 'My refunds' tab
  • Select 'service delay refund' and follow the on screen instructions to apply
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If you travelled with a contactless payment card

  • Call our Customer services team on 0343 222 1234 (TfL call charges) to apply for a service delay refund