Refunds and Compensation for London Transport

This page tells you what refunds or compensation you are entitled to if your train or tube journey is delayed or you believe you have been overcharged. 

Many passengers are not aware that they are usually able to claim money back if they are overcharged on Oyster Pay as you go. We have produced some handy tips on Incomplete Oyster pay as you go journeys and would encourage passengers to raise their concerns if they are consider that they have not been charged correctly for the route they have taken.

Train operators have a responsibility to provide impartial advice on fares, and therefore if you ask for the lowest fare from a particular station should make this available to you and advise you about conditions of the ticket. In the London zone, Oyster Pay As You Go or a contactless payment card may offer the lowest fare.

All train operators have to have publish passenger charters setting out their commitment to you as a passenger, what you should expect from your journey and what compensation you are entitled to when your train or tube is delayed. All have different refund arrangements, many of which are very complicated, making it very confusing to claim. 

Below is a quick guide to what compensation the train operators offer. Remember, if you have applied for a refund and have not had a reply or are unhappy with the reply, then complain to us!

Refunds available

Abellio Greater Anglia 50% refund after half an hour, 100% refund after an hour. Refunds given in vouchers.

c2c   Single, return and weekly ticket holders receive 100% refund after an hour, receiving a rail voucher. Season ticket holders recieve 5% or 7% discount on the cost or renewing their season ticket if c2c's punctuality is less that 87.5% MAA* or reliability less than 98% MAA* 

Chiltern  50% refund after half an hour, 100% refund after an hour. Season ticket holders can also claim 5% discount for punctuality less than 90% MAA* or reliability less than 99% MAA*. Refunds given in rail vouchers and renewal discounts. 

Cross Country  50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

DLR  100% refund after 15 minutes for delays within operators' control. Refunds given in vouchers. 

East Midlands  50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

Eurostar  Complimentary journey, 50% discount of future journey or 25% cash refund after an hour. Refunds given in rail vouchers or cash. 

Gatwick Express 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

Grand Central 25% refund after an hour, 50% refund after two hours. Refunds given in rail vouchers. 

Great Western Single, return and weekly tickets: 50% after an hour, or 50% after half an hour on local Thames Valley services. Season tickets: 5% discount for punctuality less than 88% MAA* or reliability less than 98.2% MAA* (long distance) or punctuality less than 89% MAA* or reliability less than 98% MAA* (local Thames Valley). Refunds given in rail vouchers or renewal discount.

Heathrow Express 100% refund after 15 minutes for delays within the operator’s control.

Hull Trains 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers. 

London Underground 100% refund after 15 minutes for delays within the operators' control. Refunds given in vouchers.

South West Trains Single, return or weekly tickets: 100% refund after one hour. Season tickets: 5% discount for punctuality less than 89.5% MAA* on local routes or 86.5% MAA* on mainline routes or reliability less than 98% MAA*. Refunds are given in rail vouchers or renewal discounts. 

Southeastern 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers. 

Southern 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers. 

Stansted Express 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

Thameslink Great Northern: 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

Virgin East Coast  50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

Virgin Single, return and weekly tickets: 50% refund after an hour, 100% refund after two hours. Season tickets: 5% discount for punctuality less than 87% MAA* or reliability less than 98% MAA* Refunds given in rail vouchers or renewal discount. 

*MAA means 'Moving Annual Average'. It is the level of reliability and punctuality train companies have to achieve across their whole network and is based on a year's performance figures. 

NB: The compensation is only offered on the affected bit of your journey, so your refund will be based on the cost of the single journey, not the cost of a return ticket. 

complain_onlineNeed to complain?

How to Complain

Complain to London TravelWatch now! 

Tweet us or e-mail us with your experiences of claiming refunds! 

There is also information about how you can complain on independent consumer body, Which?'s website which contains general information about your rights around train delays and cancellations, advice on 'how to claim compensation' and a template letter.