TfL Ref: 3127-2425

Thank you for your request received by Transport for London (TfL) on 30 December 2024 asking for information about Freedom Passes.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require. You specifically asked: Please confirm how checks of passenger Freedom passes are managed at stations. In particular, a copy of the guidance given to TFL staff on how to conduct pass checks, and how to ensure Freedom pass holders who are selected to have their passes checked are selected in an non-biased way, free of racial prejudice (or other protected characteristics under the Equality Act). Please confirm if data is collected on which Freedom pass checks are undertaken, and how this is monitored and reported upon.

When Revenue staff are at stations, they set up the Station Control Unit (SCU) which communicate with the gates at that location to highlight any High Valued Passes, which includes Freedom Passes, when touched on the reader by flashing an amber light. The Staff will then approach the customer and ask to see their pass to ensure the picture on the pass is of the person in front of them. If the pass doesn’t belong to the person, staff will revoke it from the customer as this is now deemed as a transferred pass and then they will write a statement that will be sent to prosecution. The pass will be cancelled at the earliest opportunity, and it is sent to our prosecution team as evidence along with the statement.

We don’t have any specific guidance on how to select customers for checking in a non-biased way, however when checking in a passageway or on-board a train staff will generally check each customer’s ticket and only ask for additional verification should their handheld device similarly indicate that a free or discounted concessionary pass has been presented. More generally, our staff are contractually bound to comply with the London Underground Code of Conduct standard, which states:

3.2.1 When dealing with customers, employees must conform to the Customer Service Delivery Standards and, in particular, always:

• be helpful and polite;

• use appropriate language in communications;

• give their name or number and job title if asked (in accordance with local instructions);

• be clean and presentable in appearance;

• wear their name badge if they are in direct contact with customers;

• try to provide the best possible service and present a positive image of LUL.

3.2.2 At all times employees must:

• treat everyone with whom they come into contact at work with courtesy and respect;

• be aware of and comply with LUL's policy, standards and procedures on equality and workplace harassment;

• Avoid initiating or provoking violent situations or otherwise behaving in a manner which is offensive, abusive, intimidating, bullying, malicious or insulting to fellow employees, customers and contractors and others with whom they come into contact in the workplace.

Further, London Underground’s Equality standard states:

4.1 All Employees

4.1.1 Shall display behaviour that contributes to a workplace where everyone feels respected, valued and treated fairly.

4.1.2 Shall ensure that their behaviour at work does not unfairly discriminate against or harass others

We do not collect data on which Freedom Pass checks are undertaken unless the check results in enforcement action.

If this is not the information you are looking for, or if you are unable to access it for any reason, 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

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London