| Label | Content |
|---|---|
| Meeting: | MQT on 21 May 2020 |
| Session name: | MQT on 21/05/2020 between 10:00 and 13:00 |
| Reference: | 2020/1593 |
| Question by: | Alison Moore |
| Organisation: | Labour Group |
| Asked of: | The Mayor |
| Category: | Transport |
Question
TfL Ticket refunds (3)
TfL have said, “While the vast majority of our customers now use pay as you go to travel around London, any customers who have a season ticket loaded onto an Oyster card and require a refund can always contact our Customer Services team on 0343 222 1234”. Why cannot these refunds be processed online?
Answer
Officers are preparing an answer.
The option to apply for a refund online was switched off following a security compromise to Transport for London’s online systems which saw fraudulent attempts to claim refunds for tickets and pay as you go credit.
While the Oyster Online service was not directly breached, some customers’ Oyster Online accounts were accessed maliciously due to the account holders using the same username and password on multiple websites. Where one of these other sites had been compromised in a previous hack, the correct login credentials were then used to access these customers’ Oyster Online accounts.
On this page
Related questions
| Question | Reference | Date |
|---|---|---|
| TfL Ticket refunds (1) | 2020/1591 | 21 May 2020 |
| TfL Ticket refunds (2) | 2020/1592 | 21 May 2020 |
| Safe Stop of TfL and Crossrail construction sites | 2020/1594 | 21 May 2020 |
| TfL Income (3) | 2020/1610 | 21 May 2020 |
| TfL Refunds | 2018/0912 | 22 March 2018 |
| TfL refunds | 2013/0099-1 | 9 October 2013 |
| TfL refunds | 2013/4198 | 20 November 2013 |
| TFL refunds | 2019/12137 | 20 June 2019 |
| TfL Transformation programme (3) | 2020/3513 | 15 October 2020 |
| Northern line ticket refund | 2003/2145 | 19 November 2003 |