TfL overcharge refunds
How to claim if you couldn’t tap out – check now
In 2018, Transport for London collected £60 million from passengers who neglected to tap their cards, resulting in them being charged the maximum fare. On average, this happened in over 30,000 instances of ‘incomplete journeys’ each day that year (the most recent year with comprehensive data). However, there is a swift method to reclaim up to a year’s worth of these charges, with some individuals receiving refunds exceeding £70.
Want to claim for a Tube delay or get credit from an old Oyster? This guide’s about incomplete journey charges – to claim for delays and cancellations, see our Tube delays guide. And see Oyster card refunds for how to claim back credit if you have an old card.
Why you may be due a refund
If you utilize an Oyster card or contactless payment on the majority of Transport for London (TfL) services, which encompass the Tube, Docklands Light Railway, London Overground, Thames Clippers River Bus, and National Rail services within the London area, it is essential to touch in and out. If not, you’ll be charged the maximum fare, usually up to £8.40 at peak times but even more for a some stations (see a full list of maximum fares).
TfL automatically takes this charge even if it wasn’t your fault, for example, because of power cuts, broken machines or station evacuations.
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 account if you haven’t already.
When you log in, you should receive notifications about any potentially incomplete journeys. If this doesn’t happen, go to ‘My contactless cards’ or ‘My Oyster cards’, select the appropriate card or account, then navigate to ‘Journey & payment history’ followed by the ‘Journey history’ tab. Check for any journeys marked with a yellow warning triangle, as these are typically incomplete.
For contactless cards and mobile payments, you can review journeys from the past 12 months, though refunds can only be claimed for journeys up to eight weeks old. For Oyster cards, journey history is available for up to eight weeks.
Step 2. Apply for a refund
Click on a journey marked with a yellow triangle, and you’ll see a message stating: “You may have been charged a maximum fare for this journey because we have no record of where you touched in/out.” Simply complete the form below with your journey details and explain why you didn’t touch out, then submit your claim.
The official guideline requires that your failure to tap out was due to reasons beyond your control (such as power outages, malfunctioning machines, or station evacuations). However, it is rumored that TfL may show some leniency, so it might be worth trying anyway.
Step 3. Claim for multiple incomplete journeys
The above system uses TfL’s incomplete journey form, which you can only use three times every calendar month. To claim for further incomplete journeys without waiting, call TfL customer services on 0343 222 1234 (it costs the same as calling a regular 020 number).
Ask for a refund, explaining what went wrong and where you should have touched in or out.
Remember – NEVER lie. That’s fraud. Currently, TfL doesn’t appear to be verifying every claim (though it says it has systems to flag suspicious claims).
But never be tempted to lie or stretch the truth when making a claim, for example by saying your trip ended in Zone 2 rather than Zone 6. That’s fraud and could mean a prison sentence – for a similar example regarding train fares, see this Barrister sentenced for fare dodge BBC News story from 2015.
Incomplete journey refund Q&As
Q – Can I apply for a refund over the phone?
A – If you prefer to apply by phone the process is similar. Call TfL customer services on 0343 222 1234, which costs the same as calling a normal 020 number.
Q – How will I get my refund?
A – TfL aims to inform you about the status of your claim within a few days, though it could happen even faster. If your claim is approved and you used an Oyster card, the refund can be credited to that card. You’ll need to select a station, and you will receive the refund the next time you touch in at that station and begin a journey. Alternatively, you can opt to have the refund deposited directly into your bank account by providing your bank details.
For those who used a contactless card or contactless mobile payment, the refund will either offset any outstanding travel charges or, if no such charges exist, be credited back to your contactless card or the card used for contactless mobile payments.
Q – How are refunds calculated?
A – You’ll receive the difference between the fare you were supposed to pay for your trip and the highest fare you were charged.
For instance, let’s say you traveled from Victoria to Angel during peak hours but were unable to swipe out. TfL would impose the maximum fare of £8.40, whereas the actual fare was £2.40. In this case, you could reclaim £6.
Q – What if I didn’t tap in?
A – Transport for London (TfL) frequently offers refunds for honest mistakes, such as forgetting to touch out. However, failing to touch in is considered fare evasion. This does not mean you can’t request a refund if you believe TfL is at fault, such as due to a malfunctioning machine. Although we haven’t heard of TfL imposing retrospective penalty fares, it’s important to be cautious before making a claim.
Q – I got an ‘automatic refund’ for an incomplete journey – what’s this?
A – Transport for London (TfL) occasionally provides automatic refunds by predicting where you should have tapped your card but didn’t. The system can recall the usual patterns of your frequent trips, such as between your home and workplace, and deduce where you likely intended to tap out. Automatic refunds are marked in your online journey history. If you think it calculated the wrong amount, contact TfL.
Q – What if my claim’s rejected?
A – If you’ve claimed a refund but TfL won’t pay up, your only option is to file a complaint. Alternatively, you can complain directly to TfL using its online form.
If your complaint still isn’t resolved after that, you can escalate it to the independent watchdog London TravelWatch, which can ask TfL to resolve your case. (If you used Resolver, it’ll prompt you to do this, and help.) London TravelWatch doesn’t have the power to force TfL to do anything it doesn’t want to though.
After that, there isn’t a travel ombudsman to turn to, unfortunately. If everything else fails, you could theoretically take your claim to court. However, consider carefully if you want to deal with the hassle and if it’s truly worth it – it’s best to use this option as a final measure.