How Did a Cyber Attack Disrupt Discounted Travel Pass Applications?
Financial restrictions brought on by a cyber hack on Transport for London’s (TfL) IT systems are causing students in London to consider leaving their university and course of study. Their inability to apply for reduced travel cards resulting from the attack has considerably raised travel expenses.
After its computers were hacked, TfL stopped applications for cheap transport passes in early September, compromising the identities of almost 5,000 Oyster card holders. Students are still determining when the system will be rebuilt as they must pay average tickets.
Why Are Students Struggling to Pay Full Fares?
The aftermath of the hack has left many students with shockingly high travel costs. A Walsall teenager was arrested in relation to the cyber-attack. The teenager also caused problems with live tube timetables on TfL Go and Citymapper applications and with live traffic camera feeds.
Desperate, a third-year architecture undergraduate who wanted to remain anonymous said: “I am considering dropping out because I am struggling to afford the daily fares to and from campus.” Her weekly travel expenses doubled when the 20-year-old failed to renew her annual 18+ student Oyster photocard when it expired a month ago.
She said, “My timetables are subject to last-minute changes; I’m now unable to attend some lectures as I struggle to pay for several trips to and from university each day.” Usually costing £22.50 a week for unrestricted travel, the £1,192 annual Oyster membership appears unaffordable for her now. Her daily commute costs twice that, and when applications finally reopen, she must deal with the additional weight of the total Cost of a new 12-month pass.
What Financial Hardships and Anxiety Are Students Facing?
The student complained about TfL’s lack of correspondence, saying, “I was told by customer services that it was ‘unlikely’ I would be refunded.” She continued, “Most students find living in London difficult financially. I have to budget my money carefully, and the TfL situation has driven me into unanticipated debt without any personal fault. I have to consider very carefully if I should go to any form of social function; my anxiety has spiralled to the point where I am wondering whether I can keep following my path.
Serving 10,000 students across its campuses, New City College issued a caution alert this month alerting sixth-form students about anxiety and the danger of dropout resulting from incapacity to apply for Zip cards. These cards grant free bus, train, and tube travel for teenage Londoners enrolled in full-time study.
What Issues Are There with Zip Cards and Communication?
Older cardholders must pay the full fare until the system is rebuilt for renewal applications, even while TfL has been accepting expired Zip cards for youngsters under 16 until the end of the month.
“Our students have expressed worries about travel expenses to college due to the suspension of the TfL application portal,” stated a New City College spokesman. “TfL has advised us that students can show their 11-15 Zip cards if they have them or claim back expenses; however, communication could be improved.”
Concerned parent Quim Aranda clarified that his 18-year-old daughter is now paying the full adult ticket, which comes out to be £27 a week for her A-level school trip. “She should be entitled to free travel as a London resident,” he said.
“The worst aspect is the disrespect consumers have received,” Aranda said. “I have complained by email to TfL several times, but they have not bothered to reply.”
How Is TfL Responding, and What Are the Future Prospects?
The cyber-attack has also affected applications for free travel for anyone over 60. Although TfL has not stated exactly how many people have suffered, the Mayor of London said the figure is “big.”
TfL first told those who had to pay full fares that it “may” grant refunds to qualified riders. Pressured by a watchdog, they declared their “intention” to provide refunds and advised passengers to keep their receipts.
A watchdog spokesman said, “TfL has been informed that some students cannot renew their railcards; hence, they are having difficulty with their transport charges. Any additional expenses paid by travel card holders, via no fault of their own, must be repaid entirely.
Encouraging impacted travellers to record their fares, TfL said it had closed its Oyster website as a precaution while trying to restore its systems following the assault. Studies indicate it could take until Christmas to rebuild the systems altogether.
“Once the photocard website is back up and running and you have successfully applied for a new oyster photocard, you will be able to request a refund for any additional travel costs you have incurred,” a TfL spokesman said.
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