TfL Ref: 4997-1718

Thank you for your email received by us on 22 March 2018 asking for information about Oyster and contactless card refunds over the past five years

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 we hold some of the information you require. You asked for the following:

- confirm over the past 5 years, each year, the volume of oyster/contactless refund requests submitted to TfL
- confirm the number of refunds successfully processed at first request
- confirm the number of refunds successfully processed at second request/once challenged (ie: when declined/unsuccessful and challenged)
We publish information on service delay refunds from January 2013 via the following link to our website: http://content.tfl.gov.uk/service-delay-refunds.pdf. However, we do not hold a breakdown of whether these refunds were issued at the first request or at a later date.

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

Jasmine Howard
FOI Case Officer
Information Governance
Transport For London