Holders of Freedom Passes issued by Wandsworth council have faced days of disruption after a database fault saw thousands of cards wrongly deactivated.
As a result of the error hundreds of pass holders are being forced to rely on bus and Tube staff goodwill to let them travel without additional payment.
In a statement, the council said: “This is obviously deeply regrettable and we would like to apologise sincerely to all those who have been inconvenienced.
“We are now taking urgent action to put matters right. We have begun immediate steps to make sure that everyone eligible to use a pass who is affected is issued with new a pass as quickly as possible.
“Unfortunately, the existing passes will need to be replaced with new ones and we are arranging to have these sent out as quickly as possible and we hope this process will be completed within the next few days.”
Wandsworth has also promised to reimburse anyone who has to pay for their journey as a result of the technical hitch.
Despite the disruption and concern to those affected, Transport for London initially failed to issue guidance to staff and drivers that the cards should be accepted as normal.
However the Mayor’s transport agency u-turned following the intervention of local London Assembly Member Richard Tracey.
A TfL spokesperson says “messages have now been sent out to all staff about the problem,” meaning affected pass holders should now be able to travel as normal.