To follow up on our previous correspondence regarding the withdrawal of the paper One Day Bus and Tram Pass by Transport for London (TfL). Although I did not submit the original question, I am deeply disappointed with the Mayor’s response to Caroline Russell’s enquiry (Question No: 2025/1785), which failed to adequately address the key concerns raised.
For your reference, the Mayor’s reply dated 28 May 2025 can be found here:
The response largely stated that TfL is not required to consult on every fare change and pointed to the availability of the Oyster version of the pass at local newsagents, without addressing the critical issues faced by vulnerable groups—particularly victims of crime who have had wallets, purses, or smartphones stolen and are temporarily unable to access transport while waiting for replacement cards.
This echoes the earlier inadequate response from September 2023 concerning the proposed withdrawal of the Day Travelcard, which thankfully has been retained for now. The Mayor’s answer then (link below) simply asserted that customers could buy single tickets at machines, overlooking the unique difficulties faced by those without access to bank cards or smartphones:
In April, I sought to raise awareness about these issues with the Campaign for Better Transport and Bus Users UK. Unfortunately, Bus Users UK simply forwarded my complaint to TfL, and Campaign for Better Transport informed me they lack the resources to run additional campaigns, suggesting instead that I contact London TravelWatch.
Moreover, recent incidents such as the Barclays bank IT outage from 31 January to 2 February 2025 have starkly highlighted the vulnerability of passengers relying solely on electronic payment systems. Millions of customers were unable to access funds or make payments, illustrating why non-digital travel options must remain available.
To summarise the legal and policy context underpinning these concerns:
Public Consultation Requirements:
While TfL is not legally bound to consult on every fare change under the Local Government Act 2000, public bodies are generally expected to conduct meaningful consultation when decisions significantly affect the public—especially vulnerable groups—under the Public Sector Equality Duty (PSED) of the Equality Act 2010. Common law also mandates fair and timely consultation when rights or interests are significantly impacted.
Equality Impact Assessment (EqIA) and the Equality Act 2010:
TfL has a duty to eliminate discrimination and advance equality of opportunity (Section 149). If victims of crime temporarily lacking payment access are considered vulnerable, the EqIA should have been revised accordingly. Failure to do so may represent a breach of the Equality Duty.
Support for Vulnerable Passengers:
TfL must make reasonable adjustments under the PSED to avoid disproportionately disadvantaging disabled and vulnerable passengers, including those temporarily unable to use Oyster or digital options. Consumer protection and transport regulations further require accessible, inclusive services.
Legal Remedies:
Where consultation or equality duties have been neglected, judicial review remains a possible avenue to challenge TfL’s decision-making process. I want to clarify that this is purely my idea and if anyone wishes to pursue legal action against TfL, there are plenty of law firms that might take the case on a pro bono basis. However, I do not intend to take part in any legal action myself.
Context of Digital Exclusion and System Failures:
Events like the Barclays outage underscore the critical need for maintaining non-digital ticketing alternatives to safeguard passengers from sudden exclusion.
Additionally, Schedule 10 of the Greater London Authority Act 1999 clarifies TfL’s status and powers, explicitly classifying Transport for London as a local authority for certain purposes. While TfL is not a Crown agent and operates independently, it must carry out its functions in compliance with relevant legal standards applicable to local authorities. The full text can be found here:
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Update:
We can remain deeply concerned that the Mayor’s response to Caroline Russell’s enquiry (Question No: 2025/1785), dated 28 May 2025 (https://www.london.gov.uk/who-we-are/what-london-assembly-does/questions-mayor/find-an-answer/withdrawal-paper-one-day-bus-and-tram-pass), did not adequately address the critical issues faced by vulnerable groups—particularly those who have had wallets, purses, or smartphones stolen and are temporarily unable to access transport while waiting for replacement cards.
In reference to the Mayor’s question, an FOI request (FOI-0170-2526) was submitted by someone else, who also shared a personal account highlighting the real impact of the withdrawal. The individual wrote to TfL explaining that a short time ago, their purse was stolen, including both contactless bank cards and their Oyster card. Due to financial hardship, they were unable to replace the Oyster card, which costs £7 without a refundable deposit, and consequently could not travel on London buses while waiting for replacement cards. They also do not use Apple or Google Pay or mobile banking due to security concerns, especially given the rising theft of smartphones. TfL has provided key documents including the Chief Technology Officer’s decision note and a redacted Equality Impact Assessment. They have confirmed that no meetings took place with London TravelWatch or the Independent Disability Advisory Group (IDAG) on this issue:
https://tfl.gov.uk/corporate/transparency/freedom-of-information/foi-request-detail?referenceId=FOI-0170-2526
While London TravelWatch’s recent campaign on digital exclusion highlights important barriers faced by many passengers (https://www.londontravelwatch.org.uk/campaigns/digital-exclusion/), it notably does not mention the specific difficulties encountered by people who have had their Oyster, contactless bank, or concession cards, as well as smartphones with Apple or Google Pay virtual cards, lost or stolen and must wait for replacements. This gap overlooks a significant group temporarily unable to use digital or contactless payment methods.
I would also like to highlight the increasing incidence of thefts involving bank cards, smartphones, and other personal devices in London. Such thefts leave victims without access to contactless payments, digital tickets, or banking apps, compounding their difficulties in using public transport. For example, in 2024, over 80,000 smartphones were reported stolen in London alone, with mobile phones being stolen approximately every six minutes, according to the Metropolitan Police and recent reports. Despite some recent reductions in phone snatching in specific areas like the City of London, the overall trend remains a serious concern. This rise in thefts has prompted calls for enhanced security measures from both law enforcement and government officials.
For further information on the risks and consequences of phone theft, see:
https://www.santander.com/en/stories/mobile-phone-security-what-to-do-before-and-after-a-device-is-stolen
https://www.theguardian.com/technology/2025/apr/23/what-to-do-phone-lost-stolen-change-passwords
https://www.standard.co.uk/news/crime/rise-london-mobile-phone-thefts-met-police-b1231196.html
https://www.cityoflondon.police.uk/news/city-of-london/news/2025/may/city-of-london-police-tactics-preventing-phone-theft/
https://www.swlondoner.co.uk/news/24012025-london-faces-a-crisis-as-stats-of-phone-thefts-increase-rapidly
https://www.helpnetsecurity.com/2025/04/18/uk-phone-theft-crisis/
https://mobileidworld.com/uk-officials-challenge-apple-and-google-over-rising-smartphone-theft-crisis/
https://www.london.gov.uk/who-we-are/what-london-assembly-does/questions-mayor/find-an-answer/phone-thefts-year
This problem is compounded by wider issues of digital exclusion and declining access to cash, as detailed in the House of Commons Library research briefing:
https://commonslibrary.parliament.uk/research-briefings/cbp-9453/
The briefing notes that digitally excluded people, older adults, those in poor health, and people with lower financial resilience are more likely to depend on cash and traditional banking services. Despite recent legislation giving the Financial Conduct Authority powers to protect access to cash, there is no requirement for businesses or service providers to accept cash, leaving many vulnerable groups at risk.
Given these challenges, I strongly urge TfL to reinstate the paper One Day Bus and Tram Pass for sale at stations. This would provide a vital alternative for those temporarily unable to use digital or contactless payment methods and ensure equitable access to public transport.
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