TFL Rail

TFL Rail

TFL Rail began managing the Liverpool Street to Shenfield rail service in May 2015. Currently operating as TfL Rail, this service will form the part of the Elizabeth line which opens fully in December 2019.

Since taking over the service from Abellio Greater Anglia, TFL Rail have:

  • Carried more than 38 million passengers (up to the end of 2015/16)
  • Made sure there are staff on duty at every station from first train to last
  • Provided cleaner trains and better customer information
  • Tackled fare evasion and antisocial behaviour in partnership with the British Transport Police
  • Improved reliability and the integration of these routes into the rest of London's public transport network

 

TFL Rail customer services contact details

Primary Phone: 0343 222 1234 (TfL call charges)
Fax: 0343 222 7000
Textphone: 0800 112 3456 (08:00-20:00 seven days a week)
Address: 
4th Floor
14 Pier Walk
London
SE10 0ES
Web enquiry: contact form
 

Refunds for delays

If you were delayed on London Overground or TfL Rail services and arrived at your destination more than one hour late

Your refund can be calculated as set out in the National Rail Conditions of Carriage (see the section on 'Train Service Disruption'), if this would result in the refund being higher.

To apply for a refund as set out in the National Rail Conditions of Carriage, please write to our Customer Services team within 28 days of the delay:

TfL Customer Services
4th Floor
14 Pier Walk
London
SE10 0ES

You will need to provide details of your journey including date, time and how long you were delayed for, as well as either:

  • Your Oyster card number
  • Your original paper ticket, or
  • A copy of your season ticket and photocard
https://tfl.gov.uk/fares-and-payments/replacements-and-refunds/refunds-for-delays