UK cash

Claiming 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

Oyster card at reader

If you’re confused about the Oyster or contactless statement you receive when you buy a ticket you can call TfL’s helpline on 0343 222 1234 (between 8am and 8pm).

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 a contactless payment card should offer the lowest fare. However, if you board a train using Oyster/contactless card (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

train disruption

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. These include cashable vouchers, BACs payments and card refunds. 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.

The links below show what compensation individual train operators offer and give details on how to apply for it.

  • Cross Country
  • DLR and London Underground
  • East Midlands Railway
  • Grand Central
  • Greater Anglia
  • Great Western Railway
  • Heathrow Express
  • Hull Trains
  • London Overground and Elizabeth Line
  • London Northwestern Rail
  • South Western Railway
  • Southeastern
  • Southern  including  Gatwick Express
  • Stansted Express
  • West Midland Trains
  • Eurostar  has different terms and conditions to mainline operators.

Ticket machines

All train companies in and around London are now signed up to the Office of Rail and Road’s ticket vending machine (TVM) price guarantee scheme . This entitles passengers who buy a ticket from a TVM and then discover they could have bought a cheaper product for the identical journey, to a refund to the value of the difference in cost.

ticket machines at Waterloo Station

Need to complain?

Our complaints page has information and advice on complaining to transport operators.

There is also information about how you can complain on Which?’s website . It contains general information about your rights around train delays and cancellations, advice on ‘ how to claim compensation ‘ and a template letter . The Money Saving Expert website also has some useful information.

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  • Beyond London

How To Get Automatic Refunds From TfL

Harry Rosehill

Join us to chat about all things related to London transport on our new Facebook group, Londonist Roundel Ramblings — everyone welcome.

tfl travel charge refund online

Transport and delays go together like a horse and carriage. What can you do about it? Many Londoners already know that you can claim refunds on journeys delayed by at least 15 minutes on Underground and DLR journeys, and by at least 30 minutes on TfL Rail or Overground. However, there's a big difference between hearing about something and actually doing it.

A new company promises to do all the hard work for you. Meet Reeclaim , a company that automatically scans your journey to see if you're deserving of a refund. A few at Londonist Towers thought TfL automatically did this — perhaps the fact that we're so all blithely unaware highlights the need for such a service.

It's a not-for-profit service that has so far assisted in refunding around £80,000 to London's passengers. Considering it's such a simple process, perhaps some of you might wonder why the benevolent TfL don't give automatic refunds. Well, its current financial state might explain that one.

For now, file Reeclaim under 'nifty London life hacks' to save you some precious money.

Last Updated 13 June 2018

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Reimbursements

How to Get a Receipt for Contactless TfL Travel

Photo of author

The London transport system is regarded as one of the best urban transport systems in the world. It may not be perfect, but Londoners have it pretty good all things considered. It’s possible to traverse the city with nothing more than a contactless card, which is just about the easiest way to pay as a passenger. Unfortunately, this can make things a little tricky when it comes to getting a valid digital receipt for travel expenses. Luckily it’s possible to get a TfL receipt sent directly to your TfL account.

In this guide, we’ll explain how to get expense receipts for your contactless journeys around London. We’ll also explain some of the other services TfL offers to make your life easier when it comes to managing travel payments.

Using contactless payment for London travel

Using contactless payment for London travel

Whether you’re using underground trains, overground trains or buses, you can pay quickly and easily anywhere in London using contactless payment. When contactless payment was first introduced, customers were limited to Oyster cards. Oyster cards were a game changer which allowed commuters to travel around the city on the TfL network with minimal hassle. But they have one main drawback in the sense that they can’t be used anywhere else.

Since 2014, public transport passengers in London have been able to use their contactless bank cards, as well as cards stored in digital wallets, alongside the standard Oyster card. In fact, the number of passengers using contactless debit or credit cards now outnumbers those using oyster cards.

Reimbursements with Moss: More freedom for your team

tfl travel charge refund online

Tax rules for employer-provided Oyster cards

HMRC treats Oyster cards that are provided to employees by their employers in effectively the same way as individual travel tickets for business trips. This is because Oyster cards use a top-up system, and are usually the most cost effective and flexible way for individuals to travel on the TfL network.

If the amount of money provided by the employer is not enough to cover necessary business trip costs, the employee can claim a tax deduction on the additional costs they’ve paid out of pocket. You can find more information about the tax rules surrounding Oyster cards on the gov.uk website .

How to get a receipt for contactless TfL travel

Contactless payment for TfL is no doubt hugely popular with passengers. It makes it easier and more convenient to travel around the capital, particularly if you’re in a rush. But there’s one common area of confusion—obtaining a valid receipt for individual TfL journeys.

Firstly, it can be hard to distinguish individual work-related journeys if you have a monthly or yearly subscription. To claim a tax rebate for business travel, you need to be able to supply detailed records of each and every item you’re claiming.

When you mix business travel and personal travel on the same card or payment method, it can be difficult to isolate specific journeys. You can find out more about the rules and regulations surrounding travel expenses in our travel expenses guide .

Secondly, many employers will not accept transaction statements from banking apps as valid proof of a journey when claiming expenses. This is because transactions on banking apps lack most of the additional data that employers need to verify a payment was made for a specific journey.

Instead you’ll need to get a TfL payment receipt, which you can obtain online with a TfL contactless and Oyster account. We’ll explain how to do this below.

Getting a TfL contactless and Oyster account

Getting a TfL contactless and Oyster account

Having a TfL contactless and Oyster account allows you to perform various actions online, like viewing your purchase history or obtaining refunds for unused credit.

Unless you buy an Oyster card in person at a London underground or overground station, you’ll be asked to set up a TfL contactless and Oyster account when you purchase your Oyster card. Once you’ve opened an account, you’ll be able to add credit to your Oyster card whenever you need.

Alternatively, you can create a TfL contactless and Oyster account without buying an Oyster card. Instead you can simply add a normal contactless debit or credit card to your account and access your transaction records this way.

How to get receipts from your contactless and Oyster account

Go to the TfL website at tfl.gov.uk , and then tap ‘Top up Oyster’ to log in. Tap ‘Sign in’ and enter your details. This will take you to the account overview page where you can select your contactless payment cards or Oyster cards.

How to get receipts from your contactless and Oyster account

If you’ve been using a contactless payment card, select the card you want to view on the left hand side of the screen. (This applies to cards you’ve used physically, as well as cards you’ve used through a digital wallet like Apple Wallet ). 

Select ‘Journey & payment history’ and you’ll be able to filter and view all of TfL your journeys and payments. You can then download a PDF or CSV file of the receipts for journeys you made during the period you’ve selected. You can also view your transactions if you have an Oyster card linked to your account by selecting ‘Oyster cards’ under the ‘My Account’ menu on the right hand side of your account home screen.

How to add a contactless card to your oyster and contactless account

Getting receipts and payment history on the Oyster app

Instead of logging in to your contactless and Oyster account in your browser, you can access all the essential account functionality in the TfL Oyster and contactless app. The app displays all of the contactless payment cards you’ve added to your account.

You can select which card you want to use, and then simply tap on the contactless card reader with your phone whenever you want to pass through a barrier at the station. Your can access your payment and journey history for each card directly from the app, and there’s a handy map of the TfL network in case you get lost in the depths of the tube.

How to update your first generation Oyster card

Unfortunately you won’t be able to access any of the functionality of the Oyster app if you have a first generation Oyster card. First generation Oyster cards are not compatible with the app. However, because they were phased out in 2010, this shouldn’t be an issue for the vast majority of users.

If you’re unsure whether you have a first or a second generation oyster card, simply check the back of the card and look for a ‘D’ in the bottom left hand corner. If your card doesn’t have a ‘D’, it’s a first generation Oyster card. You’ll need to exchange it for a new second generation card to use the app.

Don’t worry about losing any credit you had remaining on your old Oyster card. When you buy a new one and register it on your contactless and Oyster account, you’ll be able to transfer the remaining balance. You’ll also get your deposit back as credit on your account.

Paying for TfL travel with cash

Paying for TfL travel with cash

Since 2012 London buses have been contactless payment only. But you can still buy overground and underground tickets with cash at ticket offices and certain ticket machines. While this makes it easier to get a receipt (you’ll receive a paper receipt as normal when you pay), you actually end up paying more for your fare than you would if you used contactless payment.

Getting TfL receipts as a London road user

Using public transport isn’t the only time you pay when travelling around London. If you’re a road user, you’ll be familiar with the Congestion Charge and Ultra Low Emissions Zone (ULEZ) charge. These charges were introduced to ease traffic congestion and emissions in the centre of the city, and they’re unavoidable if you have to drive within a certain area.

In most cases, these charges are not tax-deductible because they don’t meet HMRC’s requirements for employee expenses. However, many employers will reimburse you for additional charges you incur on business trips and other work-related travel. If this is the case, your employer will ask you to provide proof of payment of the charge before they reimburse the expense.

Reimburse with Moss: Give freedom to your team

tfl travel charge refund online

To get your receipts, payment history and other information, you’ll need to log in to your London road user charging account. The process is very similar to the contactless and Oyster account as mentioned above.

Go to the TfL website at tfl.gov.uk , and then tap ‘Congestion Charge’ and ‘Sign in’. Unlike paying with an Oyster card, you have to set up a London road user charging account to pay the congestion charge or ULEZ charge.

Once you’ve logged in, go to ‘My account’ on the top right of the page. Scroll down and click on ‘Payment history’ on the left side of the screen. Here you’ll be able to search your past payments and download a summary of your receipts on a month-by-month basis as a PDF or CSV file.

Receipts and travel expenses with Moss

Receipts and travel expenses with Moss

Moss’s spend management platform simplifies the employee expense and reimbursement process with a range of different tools for employers and employees. When it comes to managing and storing receipts, travel-related or not, Moss can save you time and effort. Employees can scan their expenses receipts directly into the Moss app, and managers can review and approve expenses on the go. There’s no need to deal with paper receipts or invoices because Moss digitises the entire process.

Employers can provide each employee or department with their own Moss corporate credit card . This can be specifically for travel, general expenses, or any other business related spend. Moss virtual credit cards can be set with custom cash limits, and controlled directly from the Moss app for full visibility over every pound that’s spent. Team members can store their Moss cards in Apple Wallet and spend directly from their phone using Apple Pay.

Then there’s Moss insights , which displays a range of detailed cashflow data. With aggregated data from across all of your linked accounts, you can ensure you’re always on top of outgoing costs and aware of potential expense cost savings.

Yes, you can get receipts for contactless journeys on TfL using a contactless card or an Oyster card. To do so you need to set up a contactless and Oyster account. This allows you view all of your past journeys and payments that you’ve made to TfL.

To set up a contactless and Oyster account, visit the tfl.gov.uk website, click ‘Top up Oyster’ and follow the instructions on screen.

An Oyster card is a contactless card that passengers can use on the TfL transport network. Users can top up their Oyster card at ticket machines around London, or link it to a bank card using a contactless and Oyster account.

Yes. To do so you’ll need to set up a London road user charging account, which you can do on the TfL website .

Yes. Contactless payment is cheaper than buying individual tickets with cash because contactless travel has a fixed cap per day.

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tfl travel charge refund online

Revealed: £263 million of unused credit on TFL Oyster cards - how to get it back

If you had a TFL Oyster card and no longer use it, then here's how to get your money back on unused credit

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An oyster card

Figures obtained by The Money Edit reveal a staggering £263m sitting on unused Oyster cards. 

If you have a Transport for London Oyster card that you haven’t used for more than 12 months, you could claim back a share of £263m that’s estimated to be sitting on them.  

According to Transport for London data, seen by The Money Edit, of the £263m, around £218m of it is in pay-as-you-go credit.

Guy Anker, director of The Money Edit, says: "This is a staggering amount of unclaimed money that people may have forgotten about given so many commuters now use payment cards or their phone instead of Oyster cards when they travel.

"If you have an Oyster card in your wallet, or gathering dust in a drawer, check if you've unused money sitting on it and claim it back or use it instead of a payment card or phone next time you travel, as it's your cash. With the cost-of-living crisis biting hard for so many people, every penny counts." 

With the growth of contactless payments and the impact of the pandemic on commuting, the Oyster card is in decline. Many commuters are choosing to tap their phones or debit cards when they travel on London’s public transport.

The Oyster system is still essential for those who are entitled to a Freedom Pass, other discounted travel rates, for example for teens, and visitor cards convenient for international travellers that require no registration. Many people also prefer to keep money on a spare Oyster card in case friends or family need it when they visit.

But, if this isn’t you and you have an Oyster card lying around that you no longer need, then here is everything you need to know about getting a refund on your Oyster card.

Oyster card refunds: how much could I claim?

There are almost 70 million Oyster cards that have not been used for at least 12 months. Data shows the average amount of money stored on an unused standard Oyster card is £3.13. It means depending on the deposit you paid to activate the Oyster, an average card could be worth £6.13 or £8.13. 

You can check how much you have on your Oyster card by checking your account online or tapping on a ticket machine. You can also call TfL on 0343 222 1234 - but charges may apply.  

How much deposit you paid will depend on when you got your card. Oyster cards issued before 2011 had a £3 deposit while those afterwards had a £5 deposit. Any card purchased after February 2020 had a £5 charge rather than a deposit – with TFL crediting you the £5 back after a year providing the card is still being used. 

Of the £263m in total on these 70 million cards, £218 million is pay-as-you-go credit. This figure goes back to the beginning of the Oyster card scheme in 2003. The figures also include those which may have been lost during that time but not reported as lost as they weren’t registered

How to get money back from an unused Oyster card

The credit on an Oyster card never expires so you can claim back unused credit plus the £3 or £5 deposit anytime by several means. 

In the station: You can get a refund at any London transport station ticket machine provided your pay-as-you-go balance is less than £10. Touch your Oyster on the yellow card reader. Select ‘Oyster refund’ and follow the instructions to get a refund in cash. You can get a refund of up to £10 plus your deposit this way.

By phone call: You can also get a refund by calling TFL on 0343 222 1234 which is open from 8am to 8pm, seven days a week. You’ll need your Oyster card number which is a 12-digit number on the top right hand corner of the white side of the card.

Online refunds are currently not possible. TFL has suspended online refund applications but hopes to reinstate this option in the future. 

If you are feeling charitable you can also donate your old Oyster card to TFL’s nominated charity the Railway Children. The charity raises money for vulnerable children in the UK and abroad. If you request a refund from your Oyster card on a TFL ticket machine you will see an option for ‘charity refund’.

What if my Oyster card is lost, stolen or broken?

If you lose or break your Oyster card, TFL will transfer your credit to a new Oyster card and cancel the old card -  you’ll need to sign into your TfL account, select the card, click on ' Report card lost, stolen or failed ' and follow the instructions. Alternatively, you can call TfL customer services on 0343 222 1234.

If you never registered your lost or broken card, then you’ll need to open a free TFL account and register your new card when you receive it because if your card isn’t registered you cannot get a refund or a replacement.

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Katie is staff writer at The Money Edit. She was the former staff writer at The Times and The Sunday Times . Her experience includes writing about personal finance, culture, travel and interviews celebrities.  Her investigative work on financial abuse resulted in a number of mortgage prisoners being set free - and a nomination for the Best Personal Finance Story of the Year in the Headlinemoney awards 2021.

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tfl travel charge refund online

IMAGES

  1. How to Claim Your Refund from TfL: Automatic Refunds From TfL

    tfl travel charge refund online

  2. Application For Refund

    tfl travel charge refund online

  3. How to Get a Receipt When You Use Contactless for TfL Travel

    tfl travel charge refund online

  4. How to Get a Receipt When You Use Contactless for TfL Travel

    tfl travel charge refund online

  5. Central Line Tube delays: How to claim a refund from TfL

    tfl travel charge refund online

  6. TfL says I didn’t pay the congestion charge, then issues a refund

    tfl travel charge refund online

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COMMENTS

  1. Refunds and replacements

    Delays. Tube and DLR. Overground and Elizabeth line. IFS Cloud Cable Car. Bus and tram.

  2. Didn't touch in or out

    Before you claim. Please wait at least 48 hours as you might receive an automatic refund: Oyster - we'll automatically add it to your card the next time you touch in or out of a rail journey. Contactless - the refund will show on your next card statement, or we will adjust the fares charged when you next travel. If you do not get an automatic ...

  3. Touched in and out at the same station

    Oyster card. You can submit a claim for a refund, or call us on 0343 222 1234 ( charges may apply) - open 08:00 - 20:00, 7 days a week.

  4. Exceeded maximum journey time

    Contactless - the refund will show on your next card statement, or we will adjust the fares charged when you next travel; If you do not get an automatic refund, you have up to 8 weeks from your journey to claim. We will not give a refund if you have already claimed 3 maximum fare refunds in the same calendar month. Claim a refund online

  5. TfL Refunds: How to reclaim £50+ for incomplete journeys

    How to claim a refund. Here's how to quickly check and get a refund online: Step 1. Find your incomplete journeys. First sign into your account (or create one for free) on the TfL website to check your journey history. Link your Oyster, contactless card or the card you use for contactless mobile payment, for example, via Apple Pay, to your TfL ...

  6. Contactless and Oyster

    toggle search toggle Menu Transport for London. Plan a journey; Status updates; Maps; Fares; ... Find out how much it costs and how to pay for travel around London. Toggle Navigation Skip page navigation Contactless and Oyster Contactless. 7 day journey & payment history Oyster cards. Refunds & replacements Free & discounted travel Help ...

  7. Oyster and contactless card refunds from TfL

    To apply over the phone, call TfL customer services on 0343 222 1234 (which costs the same as a normal 020 number) with your Oyster card number. It's open 8am to 8pm, seven days a week. At stations. If you have £10 or less pay-as-you-go credit, you can get a refund from Tube station ticket machines.

  8. Claiming refunds and compensation

    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 ...

  9. Amendments and refunds

    Refunds. You can amend charges for today and future dates. We can only give refunds for future dates. Single day charges can't be refunded. You can request a refund on a block charge (where charges were bought in a block of two or more days), either for a full amount or for any days you no longer plan to use in the future.

  10. Contactless and Oyster account

    By registering your contactless or Oyster card to an account you can: Check your fares. View your journey history. See if you have incomplete journeys. Apply for refunds. Get targeted service emails based on your recent travel (you can unsubscribe at any time) Top up your Oyster pay as you go balance and get notifications when it gets low.

  11. Tube delays: How to claim a refund

    Unlike with the Tube, you can claim by post by sending your journey details, Oyster card or contactless card number and contact details to TfL Customer Services, 4th Floor, 14 Pier Walk, London, SE10 0ES. Sadly, if you're travelling by bus or tram and you're delayed, you simply can't get a refund. And if you're travelling through London via ...

  12. Wrong card charged

    Claim a refund by phone. Call: 0343 222 1234 ( Charges may apply) Card clash. How to get a refund if you were charged on the wrong card when travelling on a TfL service.

  13. Congestion Charge (Official)

    The Congestion Charge is a £15 daily charge if you drive within the Congestion Charge zone 7:00-18:00 Monday-Friday and 12:00-18:00 Sat-Sun and bank holidays. No charge between Christmas Day and New Year's Day bank holiday (inclusive). The easiest way to pay is by setting up Auto Pay. Exemptions and discounts are also available.

  14. Contactless and mobile pay as you go

    Travel as much as you like in one day or week (Monday to Sunday) and we'll cap your fares so you don't pay more. You might see your payment on your bank statement as: Travel charges; Travel refunds; Unpaid fares; tfl.gov.uk/cp; Create an account. Create a contactless and Oyster account to: Check your payment and journey history

  15. How To Get Automatic Refunds From TfL

    Many Londoners already know that you can claim refunds on journeys delayed by at least 15 minutes on Underground and DLR journeys, and by at least 30 minutes on TfL Rail or Overground. However ...

  16. How to Get a Receipt for Contactless TfL Travel

    To get your receipts, payment history and other information, you'll need to log in to your London road user charging account. The process is very similar to the contactless and Oyster account as mentioned above. Go to the TfL website at tfl.gov.uk, and then tap 'Congestion Charge' and 'Sign in'.

  17. How to get a TFL Oyster card refund

    Select 'Oyster refund' and follow the instructions to get a refund in cash. You can get a refund of up to £10 plus your deposit this way. By phone call: You can also get a refund by calling TFL on 0343 222 1234 which is open from 8am to 8pm, seven days a week. You'll need your Oyster card number which is a 12-digit number on the top ...

  18. Plan a journey

    Plan your journey across the TfL network. Journey planner for Bus, Tube, London Overground, DLR, Elizabeth line, National Rail, Tram, River Bus, IFS Cloud Cable Car, Coach

  19. Is it possible to get an Oyster card refund online?

    From Refunds: Whether you use the online process or contact TfL Customer Services, we can credit your online Oyster account if: you only had pay as you go credit on your card; you have five days or less on the tickets on your Oyster card; We will charge a £5 administration fee when processing your refund.

  20. Does anyone have any experience getting refunds from TFL?

    Letsgo1. • 6 yr. ago. Every time I've rang TFL for a refund on a mis-charge I have had it refunded to my oyster immediately without issue. I've done it maybe 3 times in the last 6 months. jabellcu. • 6 yr. ago. Always use an oyster. If you use your own card, there is no limit to what they can take from you :-/. r/london.

  21. Exceeded maximum journey time

    Contactless - the refund will show on your next card statement, or we will adjust the fares charged when you next travel; If you do not get an automatic refund, you have up to 8 weeks from your journey to claim. We will not give a refund if you have already claimed 3 maximum fare refunds in the same calendar month. Claim a refund online

  22. TFL Unpaid Fares on a non-contactless card : r/london

    There js a contactless reader on the gates. Tfl administer all contactless /Oyster tickets so the charge would come from tfl . You would need to contact tfl for the conractless refund or Heathrow express for the barcode refund. Also I think if your son is under 18 he could have travelled for free on the Heathrow express Edit : under 16 sorry

  23. Tfl Travel Charge

    TFL Travel Charge is a company that specializes in providing transportation services and fare payment solutions for customers in London. With a focus on efficiency and convenience, TFL Travel Charge offers a range of products and services to help commuters navigate the city seamlessly. The Oyster Card: This contactless smart card allows ...