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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, 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

You need to sign in to your Oyster online account to apply for a service delay refund. 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

If you don't have an Oyster online account, you need to sign up for one to apply, even if you were travelling with a paper ticket when your journey was delayed.