Refunds and compensation

London Underground

You can claim a refund if you’ve been delayed on the London Underground or DLR for over 15 minutes if the circumstances are within TfL’s control, but you must do so within 28 days. You should receive the single fare for the affected journey as compensation. 

Oyster and contactless cards

By signing up for an Oyster card on the TfL website you gain a number of benefits including being able to check your balance, journeys you’ve made and use auto-top up. It also protects you against fraud if your card is lost or stolen. 

If you have a query about your Oyster card or statement, you can contact TfL via their online form. 

Train companies have a responsibility to provide impartial advice on fares, and therefore if you ask for the lowest fare from a particular station they should make this available to you and advise you about the conditions of the ticket. In the London zone, an Oyster or contactless payment card should offer the lowest fare. However, if you board a train using Oyster/contactless (or you buy an advance purchase ticket close to departure time) but delays to that service have been announced before you board, you may not be able to claim compensation for this delay. 

TfL will, in certain circumstances, refund you for delays automatically. If you are unsure, check your online account. 

National Rail

If your train has been delayed or cancelled you may be able to claim a refund from your train operator. Generally, you’re entitled to compensation based on the train company’s individual policy set out in their Passenger Charter (found on individual company websites or ticket offices).  

Compensation payments can be made in different ways but it is your right to receive your compensation in the same way you paid for your ticket. However, if you have a monthly or annual season ticket, some companies will only provide compensation if the average punctuality throughout the year falls below a minimum standard rather than based on your actual journey. You must claim within 21-28 days (depending which company is involved). 

If an emergency timetable has been introduced most rail operators will refund or pay compensation based on delays to that timetable only.