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. If you board a train using pay as you go and delays to that service have been announced, you may not be able to claim compensation for this delay.

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

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.

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

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

Greater Anglia

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

c2c  

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

For monthly or annual season tickets holders, c2c offer additional compensation for passengers who are affected by dealy to their journey of 30 minutes or more in any 20 day industry period.These are either  a number of free journeys or cashable rail vouchers to the value of one single journey.

For passengers registered with c2c live 

Delay of 2 -29 minutes 3p for every minute delayed

Chiltern 

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 

TfL only pay compensation if the delay was within their control

Season ticket holders may be entitled to further compensation on their ticket renewal. See their Passenger Charter for more information.

Cross Country 

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

DLR and London Underground

after 15 minutes 100% of journey fare
Compensation paid only when the delay was within their control

East Midlands 

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

Eurostar 

Eurostar has different terms and conditions.  Please see their website for more information.

Grand Central

1-2 hours 50% of journey fare
2-3 hours 75% of journey fare
Over 3 hours 100% of journey fare

Compensation paid only when the delay was within the control of Grand Central

Great Western Rail

For season ticket refund please visit their website.

Compensation is paid only if the delay was in the control of GWR

High Speed
For single, return and weekly tickets
Over one hour  100% of journey fare
2 hours or more full cost of all ticket single and return
Weekly ticket holders - compensation based on daily ticket cost
London Thames Valley Service
Compensation is paid on single return and weekly season tickets where trains are delayed by more than
*  30 minutes on a journey less than one hour
*  One hour on a journey over an hour
Bristol/Devon/Plymouth/Cornwall and South Wales
Single, return and weekly tickets
Over one hour 50% of the cost of the affected journey
2 hours or more full cost of all ticket single and return

Weekly ticket holders - compensation based on daily ticket cost

Heathrow Express

15 minutes or more 50% of journey fare
30 mintues or more  100% of journey fare

Hull Trains

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

South West Trains

Single, return and weekly tickets
Delayed by 60 minutes or more on arrival at destination 100% of ticket price or proportion of weekly ticket

Please see South West Trains' website for information on season ticket refunds

Compensation is paid only if the delay was in the control of South West Trains

Southeastern

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

Southern including Gatwick Express

15-29 minutes delay 25% of journey fare
30-59 minutes delay 50% of journey fare
60-119 minutes delay 100% of journey fare 
120+ minutes delay 100% refund of single or return tickets 

Stansted Express

after 30 minutes 50% of journey fare
after 60 minutes 100% of journey fare 
after 120 minutes 100% refund of single or return tickets 

Thameslink Great Northern

15-29 minutes delay 25% of journey fare
30-59 minutes delay 50% of journey fare
60-119 minutes delay 100% of journey fare 
120+ minutes delay 100% refund of single or return tickets 

TfL Rail and London Overground

after 30 minutes 100% of journey fare

Virgin East Coast 

See their refund calculator.

Virgin

30 minutes or more delay amount not specified

Need 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.