How to claim a Service Delay Refund

To apply for a refund you must have a contactless and Oyster account.

Login to your TFL or oyster card account, and click on 'Service Delay Refunds'.

You'll be asked to provide your journey information and details of what you used to pay for it.

Visit the TFL website Refunds for delays page for more details.


Oyster Cards

Select the oyster card you were travelling with when you were delayed

New contactless and oyster cards can be added to your TFL or oyster account

Contactless

Select the contactless payment card you were travelling with when you were delayed

Apple Pay and Android Pay accounts can be used with contactless. Check which contactless methods of payment are accepted by TFL.

Be careful to use the same method of payment or payment otherwise you could be charged maximum fares and won't get daily and weekly capping.

New contactless cards can be added to your TFL or oyster account

Paper tickets

Select the "Paper tickets" and enter the ticket number when asked.

If you're using a key card or C2C Smartcard. enter your full card number when asked to enter your 'ticket number'

If the gate ate your ticket at the end of the journey, you should call customer services. on 0343 222 1234 (this costs the same as a normal 020 number). You will need to give them the same information as mentioned above.

Applying for a Service Delay Refund

Step 1 - Login and choose ticket type

  1. Login to your tfl or oyster card acccount
  2. Click on the "Service delay refunds" link along the right hand menu to start the service delay refund application process.
  3. Choose the ticket type you used for your journey.
  4. If you choose "Oyster Card", a dropdown will appear with the cards you have registered. Select the one you used for your journey
  5. If you choose "Paper Ticket Card", you will have to enter the ticket details on the next page.
  6. Click the "Next Page" button

Step 2 - Enter Journey Details

  1. Check your personal details are correct.
  2. Choose "London Underground" as the service type.
  3. You can view your journey history in your oyster account and shows the when you touched in and out of the London underground.
  4. Select the start and finish stops of your journey.
  5. Select the start and finish time of your journey.
  6. Enter the delay to your journey. Use the Tube Delay Checker to help calculate your journey delay
  7. Click the "Next Page" button

Step 3a - Choose how you want the refund to be paid - refunded to oyster card

  1. Choose "Pay as you go credit, refunded back to your Oyster card".
  2. Choose the station you want to activate the refund at.
  3. If your service delay refund is successful, you will get your refund by tapping on a yellow card reader.
  4. Click the "Submit" to complete your refund application.
  5. TFL usually process your application in 2-3 days and you will be notified of the outcome.
  6. Your account has a history of all your successful and unsucessful refunds.

Step 3b - Choose how you want the refund to be paid - payment to bank account

  1. Choose "Payment to your bank account".
  2. Enter your bank sort code and account number.
  3. If your service delay refund is successful, it will be transferred into your account.
  4. Click the "Submit" to complete your refund application.
  5. TFL usually process your application in 2-3 days and you will be notified of the outcome.
  6. Your account has a history of all your successful and unsucessful refunds.

Step 3c - Choose how you want the refund to be paid - web account credit

  1. Choose "Web account credit".
  2. If your service delay refund is successful, it will be transferred into your TFL and oyster card account.
  3. You can redeem it against travel cards bought online or to top up your 'pay as you go' cards.
  4. Click the "Submit" to complete your refund application.
  5. TFL usually process your application in 2-3 days and you will be notified of the outcome.
  6. Your account has a history of all your successful and unsucessful refunds.