What to do if your Freedom Pass has been lost, stolen or damaged

Whilst our phone lines are currently very busy, please call us on 020 7934 9666 about a lost, stolen or faulty pass and leave the following details after the tone:

Your name
Your date of birth
Your daytime telephone number
Whether the pass is lost, stolen or faulty

We will endeavour to deal with your message as soon as we can. More details available below:

Lost

Please contact the Freedom Pass customer helpline and advise that you have lost your pass. The call taker will ask details of where and when you lost your pass and if you have a lost property number from the police for this. Notes will be made on the system and this information can be viewed by your borough. You will be asked to confirm your name and address details to identify you before another pass is ordered.

It is intended that where you have had more than 3 passes issued in a rolling 12 month period, on the third application for a pass it will be sent to the borough for processing. You could be charged an administration fee to part cover the cost of the replacement. Please note that replacements for lost passes are issued at the discretion of each borough.

Stolen

If you call in and advise you have had your pass stolen, the call taker will enquire when and where this happened and ask you to provide a crime reference number. Notes will be made on the system and this information can be viewed by your borough. You will be asked to confirm your identity before another pass is ordered. Where you are unable to provide a crime reference number the card will be processed as if it has been lost.

Faulty

If you call in and advise that you have a faulty pass, the call taker will enquire as to the nature of the fault and the location at which the fault was reported (for example bus or tube). The call taker will advise in the first instance for you to try your card on a card reader at a different machine and if the fault persists then to call back. Notes will be made on the system and this information can be viewed by your borough.

If you call again and advise the card still has a fault, the call taker will advise you (once they have confirmed your identity) that a new card will be ordered and that you will have 5 days in which to return the faulty card to the freepost address once your new card has arrived. If the card is not returned within 5 days the new card will be hotlisted. This will ensure that two cards are not in operation.

If your pass is faulty and does not work you will have to present it for visual inspection to continue to travel until the replacement arrives. Please note that when using your card as a 'flash pass', the transport operator's staff will inspect the pass closely to confirm validity. In this circumstance we suggest you also carry additional proof of identity. Please note that the transport operator may decline to accept a pass where they doubt its validity.

Once you have received the replacement pass, send the faulty pass to the freepost address on the rear of the card. If we do not receive the faulty card within 5 days of the replacement pass being issued we will cancel (hotlist) your new pass.

Protecting your pass from damage

Keep your card safe at all times.
Keep your card in its protective wallet - remember you don’t need to take your pass out of the wallet to use it.
Take care not to bend or scratch your pass or write anything on it.
Keep your pass away from your mobile phone/pager or anything electronic.
Be careful to keep your pass away from coins, studs and zippers as they will scratch it.
Don’t keep your card in your back pocket as it will get damaged if you sit on it.
Do not insert your card into the ticket slot on Tube or National Rail Stations.
Remember to touch your pass on the yellow card reader.

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