Oystercard Totals: New/ Stolen/ Lost/ Failed

Ref: TFL090992

Dear Mr Hood

Thank you for your email received by Transport for London (TfL) on 30
January.

You have requested answers to the following:
a) What is the total number of Oyster cards that have been issued?
b) How many of those Oyster cards were replacements to cover loss or
theft?
c) How many of those Oyster cards were replacements to cover failed Oyster
cards (either physically broken or technical malfunction)?

d) And how many Oyster cards have been surrendered or cancelled?

We will deal with your request as soon as possible and in any case provide
you with a response by 27 February.

In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me at [1][TfL request email].

Kind Regards

Kadine Brown
Transport for London
Customer Relations

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Ref: TFL090992

Dear Mr Hood

Thank you for your email received by Transport for London (TfL) on 30
January.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold the information you
require.

Please find below the answers to the questions asked.

a) What is the total number of Oyster cards that have been issued?
To date we have issued 21,226,887 Oyster retail cards.

b) How many of those Oyster cards were replacements to cover loss or
theft?
In the last 12 months there have been reported into TfL 308k cards lost
and 16k cards stolen.

c) How many of those Oyster cards were replacements to cover failed Oyster
cards (either physically broken or technical malfunction)?

Records of this kind have only been kept for the last 3 years. As an
example in 2008 a total of around 28,000 cards were reported into TfL as
unable to be used due to a technical card failure. In addition it is worth
pointing out that in 2008, 67,000 cards were returned by customers where
there had been damage (deliberate or otherwise) to the card, e.g. bent,
split, cut etc.

d) And how many Oyster cards have been surrendered or cancelled?
Similar to above, in 2008 a total of 54,000 cards have been reported into
TfL which have either been cancelled or returned by customers.

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 at
[1][TfL request email].

If you are not satisfied with this response, please read the attached
help-sheet entitled `Your Right to Appeal'.

Kind regards

Kadine Brown
Transport for London
Customer Relations

Your Right to Appeal

Internal Review

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision.

The internal review will be conducted by someone other than the person who
made the original decision, in accordance with the complaints procedure
published on our website at [2]www.tfl.gov.uk/foi.

Requests for internal review should be addressed to:

Head of Information Access and Compliance
6^th Floor Windsor House
42 - 50
Victoria Street
London
SW1H 0TL

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

A complaint form is available on the Information Commissioner's Office
website
[3]www.ico.gov.uk

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