Frustrated go card user - can we help?

[ozbob]

I have received this feedback.

This is most unsatisfactory, particularly as it is a major inconvenience to Mr Frustrated and there is a real chance of regular services utilising the Tennyson line in the future.

We will do what we can to help Mr Frustrated. 

Just an update about a Go Card glitch which I have been battling all year.

Simply my train trip from Dutton Park to Corinda Via Tennyson overcharges on Go Card
It charges 3 zone $2.72 and it should charge 2 zone $2.32
I have informed Go Card operators, Go Card supervisors, station masters and even ticket inspectors and all with no luck over the year.
If I purchase a paper 2 zone ticket its $2.90 so that's not an option either.
I have spoken to supervisors at Go card and they are aware of the problem however they have no reasonable solution to offer me.
They state MOST journeys between these two stations are 3 zone trips and the system can not differentiate the shorter direct service which operates mornings and afternoons.

Is it reasonable to knowingly overcharge for a service?

is it reasonable for a passenger to be required to purchase an incorrect fare?

If they can not supply me with the correct Go Card fare am I required to travel with a valid ticket?

At the moment I am overcharge on every trip, I then have to ring up and get through the computer answering system to be put on hold before explaining the situation to someone new.
I then get a reference number and wait ten days to get my money back.
Have I made reasonable efforts to purchase a correct ticket and can not do so.

I know it is not a highly frequented service however I thought go card would be interested in ensuring their system worked correctly. It appears Go card are happy for this incorrect charging to continue at my inconvenience.

please help

Mr Frustrated

[ozbob]

A further comment from Mr Frustrated

PS it looks like refunds are taking more than 10 days at the moment.

[ozbob]

Network map here!

The only way I can see at this time for a solution would be a software one.

For example if the system sees a rail journey from Dutton Park to Corinda (or other direction) in a certain time period debit the two zone rather than the three zone?

[ozbob]

We are still thinking about this issue Mr Frustrated.  I have also forwarded your comments on to some folks who may be able to assist in time.

Regards
Bob

[ozbob]

For example if the system sees a rail journey from Dutton Park to Corinda (or other direction) in a certain time period debit the two zone rather than the three zone?

Thinking about this some, it should be possible to add a simple length of time algorithm for journey.  For example it takes a minimum of around 40 to 50 minutes to go from Dutton Park to Corinda via Roma St.  If the system sees a trip from Dutton Park to Corinda in around 15 minutes or so, it is then clear that this is via Tennyson and correct fare is a two zone fare.
This could be set up in a simple database table for all zones 2 and 3 stations on the western and southern lines, so by looking at the length of time the journey took this would then direct the correct fare deduction.

I honestly cannot see any other way of doing it .....

The TTA cannot dismiss this as it is highly likely that we may well see increased services via Tennyson and even loops.
It therefore must be addressed, as well as for the cogent reasons advanced by Mr Frustrated.

[ozbob]

Media Release 15 November 2008

SEQ:  Go card, another day, another issue ?

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has been approached by 'Mr Frustrated' who has a particular problem with the Go card charging incorrect fares when he travels by rail from Dutton Park to Corinda via Tennyson.  Mr Frustrated has turned to RAIL Back On Track for assistance as he has not had any satisfactory response from anyone connected with the Go Card.  Every trip he makes via Tennyson he is overcharged and must ring up for a balance adjustment.  This is further evidence of the flawed nature of the roll out process for the go card.

Robert Dow, Spokesman for RAIL Back On Track said:

"Mr Frustrated's experience with the go card is of real concern to us.  His train trip from Dutton Park to Corinda Via Tennyson results in overcharges on Go Card. The Go card charges him 3 zone $2.72 and it should charge 2 zone $2.32. Mr Frustrated has informed Go Card operators, Go Card supervisors, station masters and even ticket inspectors and all with no luck over the year.  If he purchases a paper 2 zone ticket it is $2.90 so that's not an option either.  He also has stated that he has spoken to supervisors at Go card and they are aware of the problem however they have no reasonable solution to offer him."

"Mr Frustrated  has been told that MOST journeys between these two stations are 3 zone trips and the system cannot differentiate the shorter direct service which operates mornings and afternoons.  He has to ring up after every trip and endure the lengthy refund process to seek adjustment."

"What?  Is the Go card a non-smart card?  Or it is a reflection of a poor programming base and system design?  Or does the Go card administration work on the apparently already demonstrated principle that if we ignore the issue it might Go away?"

"Here is a possible solution to the problem.  One would have hoped that for the roughly $150 million expended by taxpayers that the system would function correctly."

"It should be possible to add a simple length of time algorithm for journey.  For example it takes a minimum of around 40 to 50 minutes to go from Dutton Park to Corinda via Roma St.  If the system sees a trip from Dutton Park to Corinda in around 15 minutes or so, it is then clear that this is via Tennyson and correct fare is a two zone fare. This could be set up in a simple database table for all zones 2 and 3 stations on the western and southern lines, so by looking at the length of time the journey took this would then direct the correct fare deduction."

"It is highly likely that we may well see increased rail services via Tennyson and even loop services in the future. It therefore needs to be addressed now!"

"Smart card, smart state?"

Contact:

Robert Dow
Administration
admin@backontrack.org

[bnetrans]

A possible workaround:

When the train stops at Tennyson, Touch Off then Touch On again.

This should force fare calculation via Tennyson.


Not sure about the logistics of doing that though - see this person's attempt at Eagle Junction.

Got the right door, jumped out and touched off 2 cards, then tried to touch on again. Kept coming up "already touched". Should have left it a couple of seconds and tried again, I guess, but in my anxiety not to miss the train, jumped back on.

http://www.railpage.com.au/f-p1174807.htm

Anyone know how many seconds you need to wait between touching off the train and being able to touch on again?

[bnetrans]

This same issue can work in your favour sometimes.

For example, travel from the Beenleigh line to Cleveland line is calculated assuming a transfer at Park Road (zones 1/2 - zone 2 used for calculation).  However, in some cases, using the Airport express and changing at South Bank (zone 1) can be quicker (the express doesn't stop at Park Road).

[stephenk]

There are a few places on London Underground where it is possible to take two routes via different zones to get to a destination (e.g. East Acton to Ravenscourt Park). I found that the Oyster Card always calculated the cheapest journey of the two options. Of course we all know that Translink will do the opposite!

[ozbob]

Back to the original problem raised by our commuter Mr Frustrated.

I have received advice that the go card fare for travel from Dutton Park to Corinda on the go card has been corrected to a two zone fare.

Ripper Rita!!