Can you provide details about the standard written procedures bus drivers should follow when the Oyster card reader plays up or is out of order? What information should they provide a passenger when this happens?

---

TfL Ref: FOI-1119-1920

Thank you for your request received by TfL on 16^th July 2019 asking for information about Oyster card readers on buses.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.

Specifically you asked:

“Can you provide details about the standard written procedures bus drivers should follow when the Oyster card reader plays up or is out of order? What information should they provide a passenger when this happens?”.

I can confirm that we hold the information you require. The instructions given to bus drivers in this scenario are as follows (taken from the “Big Red Book” – TfL’s guidelines for bus drivers):

“What if….my ticketing equipment breaks down?

• Report it immediately so it can be replaced quickly;

   

• If the card reader is not working or is not fitted, allow all passengers with Oyster cards or contactless payment cards to travel without having to use another valid ticket;

   

• People without Oyster cards or contactless payment cards still need to show a valid printed ticket in the usual way;

   

• Speak to a supervisor if you are unsure or have any problems”.

If this is not the information you are looking for please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

Back to top

---