Please provide details of the TfL policy on the help TfL staff should offer to Oyster users with broken or damaged Oyster cards. If there is no formal policy, please provide details of the advice given to staff instead.
Transport for London (TfL) staff will advise customers to get a new Oyster card and add some credit to pay as you go so they can continue travelling. The customer should then contact TfL’s Customer Services who will arrange to transfer tickets/pay as you go credit from the broken card to the new one. In some limited cases, staff may be able to replace the card at the station.
Passengers are required to have at all times a valid travel mandate and present it when required to do so by an authorised person.