Our Ref:         FOI-2759-2425

Thank you for your request received on 30 November 2024 asking for information about unprocessed refunds following the recent cyber incident.

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

We have not undertaken internal projections for how much TfL owes customers in refunds that have not been processed as a consequence of the cyber incident. 

We are able to share that 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 will likely 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 37k mentioned above.

Since 4 December 2024, both Oyster and contactless customers have been able to view full journey history, make updates to their accounts and request refunds for all pay as you go journeys.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely 

Gemma Jacob

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

[email protected]