TFL CYBER SECURITY ATTACK: Dial a Ride impacted along with other digital platforms

Transport for London (TfL) is dealing with a cyber security incident, affecting some of its services, which included Dial a Ride, and other digital platforms.

Although public transport services continue to run as normal, several online functions have been disrupted as TfL takes action to secure its systems.

TfL confirmed that there is no evidence of any customer data being compromised. However, as a precautionary measure, access to certain systems has been restricted. Live Tube arrival information on the TfL Go app and website is currently unavailable, although in-station information remains accessible.

In addition, applications for Oyster photocards, including those for concessions like the Zip card, have been suspended temporarily. Pay as you go contactless users are also unable to access their online journey history or apply for refunds.

TfL’s Chief Technology Officer, Shashi Verma, stated that suspicious activity was detected last Sunday, prompting the swift implementation of measures to protect the organisation’s systems. Verma reassured customers that a thorough investigation is ongoing, with TfL working closely with government agencies, including the National Cyber Security Centre.

The temporary suspension also affected the Dial-a-Ride booking system earlier this week, but essential bookings can now be made by phone. TfL aims to restore full services in the coming days.

Verma said: “The security of our systems and customer data is very important to us. We continually monitor who is accessing our systems to ensure only those authorised can gain access.  We identified some suspicious activity on Sunday and took action to limit access.  A thorough investigation is currently taking place and we are working closely with the National Crime Agency and the National Cyber Security Centre to respond to the incident. 

“Internal measures to limit access remain in place and there remains no impact to our public transport services and no evidence that any customer data has been compromised. However, as part of the measures implemented to deal with the ongoing cyber security incident, we have temporarily restricted access to customer journey history for pay as you go contactless customers, as well as limited access to some live travel data via apps, TfL Go and the TfL website, including next train information and the TfL JamCams.

“In addition, we have made the decision to temporarily restrict access to the photocard portal, which allows customers to apply for travel concessions, including the Zip Photocard, 16+ and 18+ Photocard and the 60+ Oyster photocard. We apologise for any inconvenience that these temporary changes will cause to some customers and are working to bring these back online as quickly as possible. 

“Earlier this week, the booking system for Dial a Ride was also temporarily unavailable - although pre-existing bookings were still fulfilled - again as a result of the internal measures implemented by us. Essential bookings are now able to be made again by phone and we are looking to return a full call centre service in the coming days.

“We will continue to keep our customers and our staff updated on the incident as part of this ongoing work and thank them for their patience as we respond to this incident.”