If our average performance has been between 90% and 91.9% of our targets, as set out in the Passenger Charter, over the period of time your ticket covers, we will give compensation equal to 5% of the cost of your ticket.

If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket.

To see if you may be entitled to delay compensation please check the performance figures published at stations and online here

You must wait until your ticket has expired before making a claim and where possible please ensure you send us a copy of your proof of purchase, using the attach function on the form below. Typically this will be the confirmation email sent to you when you purchased your ticket. This should be attached to the form when making your claim. If you have purchased your ticket at a station and this has been added to your metro card, please ensure you provide the correct Metro Card number. 

Claims will be processed and paid within 20 days of your claim and we will contact you if you are successful to discuss how this will be paid.

Please complete the form below.