Transport for London
Transport for London Customer Services can be reached 24/7 for various enquiries related to their services. Typical reasons people call include questions about journey planning, fare information, lost property, and submitting complaints. Specific services like refund requests for Oyster and contactless card journeys are available Monday to Friday between 08:00 to 20:00. Accessibility assistance is offered 24/7, though assisted travel bookings require contacting a specific number. The average wait time is reported to be around 2 minutes and 22 seconds, but longer delays may occur during peak travel periods. For the quickest response, it's best to call outside of busy commuting hours, such as mid-morning or mid-afternoon.
Updated 15 Dec 2025
Expected outcomes
- Check journey planning options
- Submit refund requests
- Receive accessibility support
- File a service complaint
- Retrieve lost property
- Inquire about fare details
- Provide travel feedback
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Oyster card number
- Journey date and time
- Ticket type
- Contact information
- Nature of enquiry
- Travel assistance details
- Fare or service details
Known issues
While TfL aims to handle calls efficiently, some customers experience longer wait times, especially during peak hours. The reported average wait time is approximately 2 minutes and 22 seconds, yet prolonged delays can be encountered during busy periods. To avoid peak times, it's advisable to call during mid-morning or mid-afternoon. Additionally, some services, such as refund processing and accessibility assistance, may have dedicated lines or hours. If immediate help is not possible, written correspondence is an alternative option for less urgent queries.
