FOI request detail

Contactless Payment Information

Request ID: FOI-2486-2425
Date published: 21 November 2024

You asked
Dear TfL It is now more than two months since you closed access to the contactless payment records. For that period is has been impossible to track and confirm the accuracy of payments made to TfL for using the network. This request is for TfL’s current best estimate of when customers will regain access to the contactless payment record system. A secondary request is for TfL’s best estimate of what funds are likely to need to be refunded to customers during the period where access has been impossible. This could be based on average refunds in previous periods before the “cyber security incident”.

We answered

Our ref: FOI-2486-2425

 

Thank you for your request received by Transport for London (TfL) on 04 November 2024 asking for information about Contactless Payment.

 

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. 

 

I can confirm that we do not hold the information you require as the requested information is not recorded. Although your request can take the form of a question, rather than a request for specific documents, TfL does not have to answer your question if it would require the creation of new information or the provision of a judgement, explanation, advice or opinion that was not already recorded at the time of your request. If you have specific questions relating to these topics we may be more easily able to respond to these than to a request for any information held.

We do not have exact data due to current system limitations however since 02 September 2024, our customer contact centre has recorded 36,936 cases relating to Oyster and contactless payment cards. We anticipate 67% of these to result in a refund of all or part of their fare being issued.

In addition, we estimate that in the region of 96k customers who use contactless payments have been unable to submit a webform to our contact centre since the start of the incident. This is based on historical trends and are separate to the 36k mentioned above.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

 

 

Yours sincerely,

 

 

 

Tahsin Prima

FOI Case Officer

General Counsel

Transport for London

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