So this is the reply I have just got from TFL blaming GA for the issue rather than their previously confusing web page, which GA had relied upon. There is no apology from them for their previous adviser telling me that my oyster 60+ was not valid on GA and I was in the wrong for using it on their services.
Ref: 24015628
14 July 2026
Dear Richard,
Thank you for your patience while we looked into the concerns you raised regarding the validity of your 60+ Oyster photocard on Greater Anglia services.
Firstly, I would like to thank you for the considerable amount of information and evidence you have provided throughout your correspondence. The detail you supplied, including the responses you received from Greater Anglia, was extremely helpful in allowing us to understand the circumstances fully.
I am sorry that you received conflicting information about the validity of your 60+ Oyster photocard and for the worry and uncertainty this caused, particularly given the potential consequences you believed you could face when travelling.
From the information you have provided, it is clear that much of the difficulty arose from inconsistent guidance being given by Greater Anglia staff regarding the validity of 60+ Oyster photocard travel and the use of extension tickets. I note that Greater Anglia has since conducted its own review and confirmed that your 60+ Oyster photocard is valid on its services within the permitted area, including travel as far as Enfield Lock on the West Anglia route and to Harold Wood on mainline services, subject to the applicable time restrictions.
I also note that Greater Anglia has acknowledged that incorrect information was provided on a number of occasions and has apologised for the impact this had on you. It is clear that you did the right thing by raising these concerns directly with them and seeking clarification when you were given conflicting advice.
I am also sorry that you did not receive a follow-up response within our usual timescales while your concerns were being reviewed further. Given the seriousness of the issues you raised, it was important that we took the time to consider the matter carefully before responding.
Thank you again for bringing this matter to our attention and for the persistence you have shown in seeking clarification. Customer feedback of this nature is invaluable in identifying areas where information can be made clearer and where operators can improve the consistency of the advice provided to customers.
If there is anything further I can help with, please do not hesitate to contact me.
Kind regards
Christopher Gee
Customer Service Adviser
Transport for London Customer Services
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