Oyster Refunds

MQT on 2006-11-18
Session date: 
November 18, 2006
Question By: 
Roger Evans
GLA Conservatives
Asked Of: 
The Mayor


Why, when reimbursing an individual who has had their registered Oystercard stolen, do you provide a new card, followed separately by a cheque with the amount that was on the card at the time of the theft? Surely it would be more convenient for all concerned to provide a new card charged with the appropriate amount? Would you not agree that this approach is immensely inconvenient, and gives people the opportunity to take the money that had been put in the system, out of it?


Answer for Oyster Refunds

Answer for Oyster Refunds

Answered By: 
The Mayor

This policy was put in place for a variety of reasons. It is possible for a customer to get a new Oyster card immediately if loss is reported to an LUL station. There is no reason to delay the process by making it contingent on refunds. The refunds process requires TfL to have some knowledge of what value remained on the card at the time it was reported lost. TfL have good real time information on card use on the Tube but information from buses only comes in overnight when the buses return to the depot. In order to make an accurate assessment of the value of refunds TfL need to allow for this.