Request ID: FOI-2563-2425 Date published: 21 November 2024
You asked
1.) What is the number of total number of applications you received and cards granted for 2022, 2023 and YTD 2024 in each free and discounted travel category? (E.g., 18+ student oyster card, 60+ oyster card, veteran, etc.)
2.) How long have residents been unable to apply for the free and discounted service the cyber attack?
3.) What are the estimated fare refunds you expect to pay for people unable to apply for a discounted travel card at this time for each discount category?
We answered
Our Ref:FOI-2563-2425
Thank you for your request received on 12 November 2024 asking for information about discounted travel.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. I can confirm that we hold some of the information you require. You asked:
1.What is the number of total number of applications you received and cards granted for 2022, 2023 and YTD 2024 in each free and discounted travel category? (E.g., 18+ student oyster card, 60+ oyster card, veteran, etc.)
The table below shows the number of applications received and the number of cards issue by concession scheme:
18+ Student
5-10 and 11-15 Zip
16+
Apprentice
60+ London
Veteran
18-15 Care Leaver
2022 Application received
146,368
190,890
126,635
3,204
124,031
623
N/A
2022 Photocards issued
132,403
189,460
125,343
3,180
122,978
376
N/A
2023 Applications received
146,256
190,826
130,919
3,314
133,205
702
N/A
2023 Photocards issued
131,559
189,876
129,462
3,279
132,696
416
N/A
2024 YTD Applications received
76,414
123,305
36,773
2,218
111,486
726
448
2024 YTD Photocards issued and dispatched
63,406
123,784
35,138
2,198
110,193
343
438
2024 data is correct up to 18 November.
2.How long have residents been unable to apply for the free and discounted service the cyber attack?
The photocard website was temporarily closed on 2 September 2024 for new photocard applications following the cyber attack, allowing us to undertake important security checks.
The website has since re-opened in a phased way as follows:
•18+Student, Apprentice and 18-25 Care Leaver schemes reopened for new applications on 31 October 2024
•60+ London scheme reopened for new applications on 11 November 2024
•Zip Oyster photocard schemes (5-10, 11-15 and 16+) reopened on 19 November
Throughout the temporary closure of the online system, we have continued to issue replacement cards where required.
3.What are the estimated fare refunds you expect to pay for people unable to apply for a discounted travel card at this time for each discount category?
We do not have exact data due to current system limitations however since 2 September 2024, our customer contact centre by the end of October had 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 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.
