Claim Service Delay Refunds on TFL Tube/Rail, DLR & Emirates Air Line cable cars if more than 15 mins late (30 mins for Overground) @ TFL
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Claim Service Delay Refunds on TFL Tube/Rail, DLR & Emirates Air Line cable cars if more than 15 mins late (30 mins for Overground) @ TFL

116
Found 27th JanEdited by:"matwalaboy"
If your journey on the TFL Tube or DLR or Emirates AirLine has been delayed by more than 15 minutes or the one on the overground has been delayed by more than 30 minutes you are entitled for a service delay refund.

You can't claim in the scenarios where the delay was because of
  • Strikes
  • Security alerts
  • Bad weather
  • Customer incidents e.g. a person falling ill on a train
  • Engineering works

Now arguably TFL should refund this money automatically because they keep a track of the service delays, but if only everything was so simple Which means the onus is on you to ensure you claim it back, thankfully the process is fairly simple these days, so here goes :

  • To apply online, go to the TfL website and log in to your TfL or Oyster account (if you don't have an account, you'll need to sign up for free first). Click on 'Service Delay Refunds'. You'll be asked to provide your journey info and either your Oyster card or paper ticket details.
  • To apply over the phone, call TfL customer services on 0343 222 1234 (this costs the same as a normal 020 number). Give them the same information as mentioned above.
  • National Rail smart cards: Choose 'paper ticket' as your ticket type if you use a National Rail smart card and enter your full card number where asked to enter your ticket number.
  • You can apply for the same even when you pay using Android/Apple Pay or Contactless cards, you need to register the details on your online oyster account and then follow the same process as in the first bullet point above.

Further details about the service delay refund process

Here is an interesting report from the TFL on how many claims were made and how much money refunded, which clearly shows that given the number of journeys made and the delays experienced the number of claims are still fairly low - suggesting a lot of us are owed monies which we haven't claimed off them.

Edit: You can also connect your oyster card/contactless to reeclaim.co.uk/faq/ and then you don't even have to fill the details via FAQ, they do the rest for you. Vouched to work well by a number of folks in comments now.


This isn't a new thing per se - but something that often gets missed/ignored or for lots of people just not known, so posting here in the hope that it spreads some awareness and potentially helps someone. Please don't slate me for posting purely because it has been around for a while
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Original Poster
Interesting - also just found reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?
matwalaboy10 m ago

Interesting - also just found https://www.reeclaim.co.uk/faq/ where you …Interesting - also just found https://www.reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?


And it works a treat ive had 11 refunds in two weeks!
116 Comments
Interesting, but how would this work if I have a travelcard?
Original Poster
Interesting - also just found reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?
matwalaboy10 m ago

Interesting - also just found https://www.reeclaim.co.uk/faq/ where you …Interesting - also just found https://www.reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?


And it works a treat ive had 11 refunds in two weeks!
Original Poster
sleepingwonder2 m ago

And it works a treat ive had 11 refunds in two weeks!


11 refunds in 2 weeks - wow you must have had a horrid time with all those delays in such a short span of time I am going to give the website a try as well then, even though I make it a point to claim at the end of the day for delays so I don't forget.
Why 30 minutes on overground?
There is similar delay repay scheme in place for all national rails.
I was once delayed over 30 mins on southwest trains. My ticket cost was around £35. When i made a delay claim, I was paid less than £4. For that I had to scan my ticket and fill an online form.
So don't get too excited about it. The amount you get back would be peanuts compared to your wasted time and inconvenience.
Original Poster
jaques_kalis25 m ago

There is similar delay repay scheme in place for all national rails.I was …There is similar delay repay scheme in place for all national rails.I was once delayed over 30 mins on southwest trains. My ticket cost was around £35. When i made a delay claim, I was paid less than £4. For that I had to scan my ticket and fill an online form.So don't get too excited about it. The amount you get back would be peanuts compared to your wasted time and inconvenience.


Thats a fair point - they can't compensate for the time wasted - but the least they can do is make your journey free, which is what TFL does - so peak price for Zone 5-1 travel for instance is £4.70 when you apply for the refund, you get the entire thing back (assuming ofcourse your claim has been successful).
AzNDeals4 h, 47 m ago

Interesting, but how would this work if I have a travelcard?


They give you the price of a single fare back.
Mod & Ed
Great info @matwalaboy - thanks for the post, heat added!
manbearpig8 h, 48 m ago

Why 30 minutes on overground?



Contrary to popular belief, Overground is actually not managed by the TfL but by Arriva. It is governed by National Rail rules which stipulate 30 mins.

The delay refund is hardly a deal and with the numerous posters talking about it dotting every station these days, it is hard to miss it (of course, this does require people to look away from their screens and at their surroundings!). I use the Dsitrict line every day on a pay as you go basis - get refunds at least 2-3 times every month.
Edited by: "bozo007" 28th Jan
Original Poster
wishihadadonkey43 m ago

Great info @matwalaboy - thanks for the post, heat added!


Thanks a lot - glad its of some help.
Original Poster
bozo00726 m ago

Contrary to popular belief, Overground is actually not managed by the TfL …Contrary to popular belief, Overground is actually not managed by the TfL but by Arriva. It is governed by National Rail rules which stipulate 30 mins.The delay refund is hardly a deal and with the numerous posters talking about it dotting every station these days, it is hard to miss it (of course, this does require people to look away from their screens and at their surroundings!). I use the Dsitrict line every day on a pay as you go basis - get refunds at least 2-3 times every month.


You are right that its hard to miss, but believe it or not its still missed by a fair few - as is evidenced from the number of people actually claiming the money back. Ignorance is never bliss when it comes to monies owed to yourself
matwalaboy9 h, 44 m ago

Interesting - also just found https://www.reeclaim.co.uk/faq/ where you …Interesting - also just found https://www.reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?


Can also vouch for Reeclaim...fantastic idea and works well. Had a number of refunds over the last few months and so nice to avoid the inconvenience of filling out TFL's form
Original Poster
shivsena2 m ago

Can also vouch for Reeclaim...fantastic idea and works well. Had a number …Can also vouch for Reeclaim...fantastic idea and works well. Had a number of refunds over the last few months and so nice to avoid the inconvenience of filling out TFL's form


Awesome, I have now added it to the OP as well, thanks a lot for sharing the feedback.
matwalaboy58 m ago

You are right that its hard to miss, but believe it or not its still …You are right that its hard to miss, but believe it or not its still missed by a fair few - as is evidenced from the number of people actually claiming the money back. Ignorance is never bliss when it comes to monies owed to yourself


I agree. I think it is more due to people thinking it is a hassle and not bothering to fill out the form. And then forgetting it later. Every time a delay happens, I just take out my phone and create a reminder to file the claim the next morning.
shivsena59 m ago

Can also vouch for Reeclaim...fantastic idea and works well. Had a number …Can also vouch for Reeclaim...fantastic idea and works well. Had a number of refunds over the last few months and so nice to avoid the inconvenience of filling out TFL's form


It takes less than 5 mins to file a claim and all the information required to do so is within the journey details. I would rather do it myself than hand over my data to yet another site. It would be good if TfL enabled a feature where you just select the journey to file the claim.
Original Poster
bozo00712 m ago

I agree. I think it is more due to people thinking it is a hassle and not …I agree. I think it is more due to people thinking it is a hassle and not bothering to fill out the form. And then forgetting it later. Every time a delay happens, I just take out my phone and create a reminder to file the claim the next morning.


Precisely - and I just hope through this and other posts folks realize its super simple to claim back your money
Original Poster
bozo0079 m ago

It takes less than 5 mins to file a claim and all the information required …It takes less than 5 mins to file a claim and all the information required to do so is within the journey details. I would rather do it myself than hand over my data to yet another site. It would be good if TfL enabled a feature where you just select the journey to file the claim.


What would be even better is for TFL to automatically refund you - they already know when there are delays on the lines, and they also know the average commute time between stations as well as your typical commute time - they can use all of that data to very easily auto refund if they so wanted
jaques_kalis10 h, 27 m ago

There is similar delay repay scheme in place for all national rails.I was …There is similar delay repay scheme in place for all national rails.I was once delayed over 30 mins on southwest trains. My ticket cost was around £35. When i made a delay claim, I was paid less than £4. For that I had to scan my ticket and fill an online form.So don't get too excited about it. The amount you get back would be peanuts compared to your wasted time and inconvenience.


My train was cancelled a few weeks back so I jumped on an alternative and arrived about 20 minutes later than I would have anyway. Used Delay Repay and got the full £29 cost of the ticket back. Certainly worth the time and effort involved for me.
"
  • Strikes
  • Security alerts
  • Bad weather
  • Customer incidents e.g. a person falling ill on a train
  • Engineering works"

What other reasons are there for a 15min service delay? Also find it hard to specify what time a journey was supposed to be once the delay has happened.
Not a deal, but definitely some useful information for those that were not already aware. This should be in "Misc" though.
Not a deal. This is there from years long....
xfirebladex22 m ago

"StrikesSecurity alertsBad weatherCustomer incidents e.g. a person falling …"StrikesSecurity alertsBad weatherCustomer incidents e.g. a person falling ill on a trainEngineering works"What other reasons are there for a 15min service delay? Also find it hard to specify what time a journey was supposed to be once the delay has happened.


Bad weather is not included in this refunds...
matwalaboy11 h, 32 m ago

Interesting - also just found https://www.reeclaim.co.uk/faq/ where you …Interesting - also just found https://www.reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?


I this reeclaim service free or paid for ? Since there was another service I came across a few years ago, but they were paid for and the annual subscription negated any claims for me !
I do this on a regular basis. You just need to know the journey times between each station and the delay has to be 15 mins on top... not hard checking what time you tap in and making a mental note to claim

Would be great if the app could handle refunds as well as top ups
Original Poster
xfirebladex36 m ago

"StrikesSecurity alertsBad weatherCustomer incidents e.g. a person falling …"StrikesSecurity alertsBad weatherCustomer incidents e.g. a person falling ill on a trainEngineering works"What other reasons are there for a 15min service delay? Also find it hard to specify what time a journey was supposed to be once the delay has happened.


The ubiquitous signalling failure is one I have never had a service delay refund declined. If you commute often you have a rough idea of the time it takes to get from one station to the next - if you don't try the TFL journey planner on a normal day - check the time and then compare it to what you endured - you generally get a sense if there is a delay - in the sense there are frequent stops and the like.
Original Poster
UBV16 m ago

Not a deal. This is there from years long....


As I said in the OP, many things have been there for years and yet not known to everyone - never harms to raise awareness, no?
Original Poster
hi0parag9 m ago

I this reeclaim service free or paid for ? Since there was another service …I this reeclaim service free or paid for ? Since there was another service I came across a few years ago, but they were paid for and the annual subscription negated any claims for me !


For now its free, but they are considering charging a small % of the refund to keep their servers etc. running - so benefit from it while its free.
matwalaboy2 m ago

As I said in the OP, many things have been there for years and yet not …As I said in the OP, many things have been there for years and yet not known to everyone - never harms to raise awareness, no?



True . Good work buddy
Original Poster
HSG125 m ago

True . Good work buddy


Thanks - glad you concur
Banned
thumbs up really makes life easier for those painful delays
This is a great deal, and I've used it once successfully... last year the journey was delayed (tube staff said 20mins until tube gets to station due to problems.. then when on tube it was delayed at each stop, then it ended it's route half way there, we switched to another line. Overall 45mins delay). TFL still refused the refund. Despite there not being a delay when I got my ticket. And the journey distance being being halved originally.

*shakey fist*

Once they say no there was pretty much sod all I could do. (they originally just said "no", I disputed it and was told it was due to upgrading work or summit. Despite that not being planned. Something broke somewhere). Can't avoid it so just have to give in to them.

Absolutely FANTASTIC when it works, but they will sometimes refuse it so be warned... t'aint guaranteed!
Original Poster
Toonah35 m ago

This is a great deal, and I've used it once successfully... last year the …This is a great deal, and I've used it once successfully... last year the journey was delayed (tube staff said 20mins until tube gets to station due to problems.. then when on tube it was delayed at each stop, then it ended it's route half way there, we switched to another line. Overall 45mins delay). TFL still refused the refund. Despite there not being a delay when I got my ticket. And the journey distance being being halved originally.*shakey fist*Once they say no there was pretty much sod all I could do. (they originally just said "no", I disputed it and was told it was due to upgrading work or summit. Despite that not being planned. Something broke somewhere). Can't avoid it so just have to give in to them.Absolutely FANTASTIC when it works, but they will sometimes refuse it so be warned... t'aint guaranteed!


Its not guaranteed for sure, but they do usually pay up - just have to remember to check your account(if you can't remember the time your journey took) and then claim it - once or twice when they have refused I have called them and they have then given me the refund - I am sure over time the claim/refund process would improve more and possibly become automated, till then we have to keep doing this.
AzNDeals14 h, 0 m ago

Interesting, but how would this work if I have a travelcard?


You get a refund equal to the price of single jiurney on the journey you took. You can choose to have this paid into your bank account/ as pay as you go creidt in your oyster card or as web credit for your tfl online account
How does it work if you have a freedom pass I suppose they will say you didn't pay so don't get a refund but the person travelling with you who paid will
matwalaboy14 h, 4 m ago

Interesting - also just found https://www.reeclaim.co.uk/faq/ where you …Interesting - also just found https://www.reeclaim.co.uk/faq/ where you don't have to even do it on your own for each delayed journey - once the card is linked, the website does it for you - but I haven't tried it myself - may some here might have and can share their feedback?


NIce one... Just connected my account after 12 years of delays!!!!!!!!!!!!!!!!!!!!!!!!!
Have been doing this for 13 years. Claiming back delayed journeys relentlessly for delayed journeys. Matwalaboy get with the times.
Does this work if you have an annual zone 1-2 paper ticket please? The reclaim site seems to need you to have an oyster registered. Most of my travel is on the tube zone 1-2, always with delays. Thanks
Original Poster
Sean7298i32 h, 33 m ago

How does it work if you have a freedom pass I suppose they will say you …How does it work if you have a freedom pass I suppose they will say you didn't pay so don't get a refund but the person travelling with you who paid will


From the website :

We do not give refunds if you travel for free using a Freedom Pass, 60+ Oyster photocard, Veterans Oyster photocard, or are aged 11 or under.

If you paid for the journey, then you can claim a delay refund - thats the gist of it.
Original Poster
apur322 h, 20 m ago

NIce one... Just connected my account after 12 years of …NIce one... Just connected my account after 12 years of delays!!!!!!!!!!!!!!!!!!!!!!!!!


There is always a first time Glad you got it sorted.
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