Go Card Feedback - tell us of your Go Card experiences!!

[Otto]

[ozbob]

This pack has been available for a number of months Otto.  Not sure where the Tourist go card is at ...

[#Metro]

No Frequent Network map?

[Golliwog]

Ended up calling Translink today after a fixed fare I got after the readers on the route 29 bus I was on managed to break between UQ Lakes and Boggo Road. I had put in an incorrect fare inquiry online, when it happened (over a week ago) but hadn't heard anything. The person I spoke to came to the conclusion that it must have been missed. Apparently at the end of the day, the list of online inquiries is compiled and sent as a list to where ever they get processed so it is possible that one can be skipped over. At least that was the explanation I was given. Either way, she fixed it up now. It really is becoming much simpler and quicker to get things fixed up if you call these days.

In other news, I asked about when a response to my feedback on the Ferny Grove to UQ Lakes fare mismatch might be due. She could see that it was overdue, but no notes had been added to it since I provided them with my go card number. She put in a new note saying I've asked about it, so hopefully something comes back soon. I'm also hoping to get a bit more than "we fixed it."

[Set in train]

I'm also hoping to get a bit more than "we fixed it."

Ask in writing? Specific questions deserve specific answers. Refer higher if answers inconclusive/short/obfuscatory.

[Golliwog]

I'm also hoping to get a bit more than "we fixed it."

Ask in writing? Specific questions deserve specific answers. Refer higher if answers inconclusive/short/obfuscatory.

My original query, if answered properly, should be enough. I explained the problem and then asked "Why?" We'll see where it goes from here.

Something else I found out from the phone call is that the Incorrect Fare Inquiry Ref # you get emailed when you put one in online is pointless. If you call up to query it, the call center doesn't have access to the Ref # so you just get to give them the date of the problem/the date you gave feedback.

[ozbob]

Letter to the editor Couriermail 20th October 2012 page 70

Watchful eye on travel costs



======================

Check your go card history regularly ...  another reminder ...

[ozbob]

I have received a few reports of other go card users getting fixed fares (bus) and thinking that their go cards were functioning normally.

On application they were refunded.  But it does beg the question, why don't they just run a routine to auto-adjust obvious fixed fare errors?  Done on the London system.

[longboi]

A lot of people think they're using their go card correctly but do things like touch on/off without paying attention to whether or not they actually touched on/off correctly, and touching on/off before the bus is at a stop and readers are activated.

[ozbob]

All respect Nikko, how about implementation of the auto-adjust routine as for Oyster ..

(for those readers who do not understand, if for example you forget to touch off / or system error, the oyster system will adjust and correct that) ...

Bring it on baby, it would save a heap of clerical work .. time .. money ... etc ..

[Golliwog]

Especially for done of the easy to understand errors! Touch on 29 at UQ Lakes, touch on Park Rd 5 minutes later. I wonder what happened there...

[longboi]

All respect Nikko, how about implementation of the auto-adjust routine as for Oyster ..

(for those readers who do not understand, if for example you forget to touch off / or system error, the oyster system will adjust and correct that) ...

Bring it on baby, it would save a heap of clerical work .. time .. money ... etc ..

Look that's fine. If the technology is reasonably accurate then yes, great, do it.

All I'm saying is that people are quick to blame TransLink for their own mistakes.

[Set in train]

How much does it cost to buy a concession go card from a retailer? (not a railway station, none near)

Thanks in advance.

[Golliwog]

How much does it cost to buy a concession go card from a retailer? (not a railway station, none near)

Thanks in advance.

Same as usual. $5 deposit plus a minimum $5 credit on the card. If you're not near a retailer or station, you can now order one online: https://gocard.translink.com.au/webtix/tickets-and-fares/go-card/online/buy/step-one

[Set in train]

How much does it cost to buy a concession go card from a retailer? (not a railway station, none near)

Thanks in advance.

Same as usual. $5 deposit plus a minimum $5 credit on the card. If you're not near a retailer or station, you can now order one online: https://gocard.translink.com.au/webtix/tickets-and-fares/go-card/online/buy/step-one

Much appreciated. Infrequent users (parents!) phoned with an array of questions, suggested they buy go cards as paper vs. off peak go card fare differential is high.

I do recall now that some shops sell with a prepaid amount, say $20 ($5 + $15), will prepare them for that.

ETA, the result: They went to their nearest seller (in the next suburb) to find that yes, there were concession cards available, $20 each but they were pensioner green concession cards rather than a green concession go card for seniors. (strange really considering there's only one concession fare) Anyway, they bought them and the saving was great, $1.70 rather than $3.10 each way. Much easier than finding a parking station in the city, waited for a 555 to specifically drop them near Mary St to be closer to their appointment. Happy infrequent users judging by their call.

[ozbob]

Feedback received, thanks.

I'd like to draw your attention to a problem I've encountered when using the go card.
Sometimes when I'm doing a four trip transfer bus journey, I'll get on a bus where the go card readers are not working, and I'll receive a 'free' trip.  This is fine if it happens on the first or fourth trip of the journey, but if it happens on the second or third trip I often find more than an hour can elapse between my last touch off and a fresh touch on.  When I then continue my transfer journey, I am charged for a 'new' journey.  The result is that the so-called 'free' trip ends up doubling my fare. It is not my fault that the go card readers are not working and I don't see why I should have to pay double as a result.  I have tried contacting Translink online using the 'report an incorrect fare' link, but there is no reply unless you have been charged a 'default' fare.

[Otto]

That is a very valid problem. Trans link need to acknowledge this.

Sent from my GT-I9100T using Tapatalk 2

[ozbob]

I would be surprised if TransLink did not adjust this, but I think you need to be very specific eg. bus route, bus number date and time so that can be corroborated with travel history.  One outcome though is reaching the journey cap sooner ...

[somebody]

I would be surprised if TransLink did not adjust this, but I think you need to be very specific eg. bus route, bus number date and time so that can be corroborated with travel history.  One outcome though is reaching the journey cap sooner ...

If you reach the journey cap sooner, you have probably saved money, so I can't imagine trying to get an adjustment in that case.

[Golliwog]

Ordered a new Adult go card online on Wednesday afternoon. It turned up today, with a receipt showing the top up amount, and a small go card guide. Ordering online is fairly simple, though I can't recall if they ever mentioned an expected delivery time during the ordering process. The auto-email was disappointing as well, it was only telling me what I had selected to let them do with my email (i.e. send out the newsletter, contact about market research/opinion polls, etc) and nothing with a "Thanks for ordering, here's your reference number, it should arrive within a few days."

I'd also add that even though you can top up online, not having an option to initially load more than $5 is a bit annoying because you have to wait for the card to arrive to find out your go card number so you can actually log in and top up. That said, it is understandable seeing as its fairly similar to not sending large sums of cash in the mail.

[Fares_Fair]

Jeff Addison‏@Jeffrey_Addison
@TransLinkSEQ #Palmwoods rail station #Gocard reader mucking up. It's on LHS as you exit the ramp from platform. Charged $10 fixed fare.

Jeff Addison‏@Jeffrey_Addison
TransLinkSEQ I know I touched off. Video can prove it. Annoyed to b charged $10 even though less than $12.84 normal fare. Can you repair?

Jeff Addison‏@Jeffrey_Addison
@Robert_Dow @TransLinkSEQ Other Palmwoods commuters had issues with the LHS #gocard reader (as exiting platform) I'd rather pay correct fare.

Jeff Addison‏@Jeffrey_Addison
@Robert_Dow @TransLinkSEQ Problem is I got a green light.. that's what is frustrating - no indication anything was amiss [yesterday PM], until pinged today.

Jeff Addison‏@Jeffrey_Addison
Thank you, I called 131230 about it also, so you know. Cheers & ty. "@TransLinkSEQ: Thanks for letting us know, we're looking into it."

Commuters experienced trouble with the same Go card reader tonight as they left the platform around 6:50pm. I saw 2 get red lights, and then had to touch twice before getting a green light. I used the other (working) reader.

Thank you to Translink for responding, appreciated.
Stay tuned ...

[ozbob]

Couriermail Quest --> Mother warns parents of go card bus mishap after being caught out by Translink's fine print

[Golliwog]

Couriermail Quest --> Mother warns parents of go card bus mishap after being caught out by Translink's fine print

Having had a Concession go card expire, it's pretty hard not to notice the extra beep and what not that happens when it's about a month off.

[longboi]

Couriermail Quest --> Mother warns parents of go card bus mishap after being caught out by Translink's fine print

Having had a Concession go card expire, it's pretty hard not to notice the extra beep and what not that happens when it's about a month off.

Not to mention I would hardly call it fine print.

[#Metro]

There should be taxes, fines, fees, levies and charges on stupidity. Very abundant resource and oodles of potential tax revenue.

[Fares_Fair]

That list doesn't mention that if you haven't used the Gocard in 2 years, the money on the card is automatically transferred to TransLink (but can be retrieved via posted submission of forms).

[ozbob]

On board a 515 Ippy... readers not working  .. freebie ..

Sent from my GT-I9300 using Tapatalk 2

[BrizCommuter]

Used the rail replacement to Fairfield on saturday. Bus stop was more than 300m from go card readers! For anyone travelling west of Fairfield Gardens shopping centre, this would result in a 600m+ additional walk to touch on or off. What a joke!

[ozbob]

This may be a situation that is not ' reasonable ' Briz ... 

--> http://translink.com.au/travel-information/network-information/track-closures

TransLink are " ... TransLink is working towards providing you with more access to go card ready buses during planned works. We realise not all rail replacement buses enable you to use your go card as you normally would ... "

Until then just simply make it free ... circus for many ...

[#Metro]

What a waste of time. Metro Trains Melbourne does it FREE!! Why pay more for inconvenience? Only in Queensland!

[ozbob]

Sent to all outlets:

6th May 2013

Are ticketing requirements for rail replacement buses reasonable?

Greetings,

During track closures when buses are replacing trains, passengers are required to have valid tickets.  Either paper singles or touched on go cards.

The normal procedures for using a go card are varied.  When a passenger leaves the railway station to join the bus, they are not to touch off at the station nor touch on on the bus.

When they arrive at the destination station by bus they are then required to touch off at a reader on a railway station.  This is very confusing for many as it completely opposite what is the normal procedure for go card.

We have pointed out before the issues that accessing some of the railway stations may be not possible (eg. fenced off for works) or not really reasonable.  Long distance, bridges, stairs and so forth.

TransLink did respond and have updated this:

http://translink.com.au/travel-information/network-information/track-closures

What does this mean for me if I need to travel during a closure?

We understand that no one likes to be disrupted and we try to keep this to a minimum.

Track closures are usually scheduled overnight or for weekends, when less people are travelling.

Wherever possible during the closure, buses are used to replace trains in both directions.

TransLink is working towards providing you with more access to go card ready buses during planned works. We realise not all rail replacement buses enable you to use your go card as you normally would.

While you normally need to travel with a go card that has been touched on or with a paper ticket, there may be circumstances where you are unable to use your go card or purchase a paper ticket during a track closure and it's not always reasonable for you to access and use the fare machines or go card readers located on the platform.

For example, if you're a parent or caregiver travelling with small children or prams, a person with a disability, elderly or where the go card readers are situated on platforms that need to be accessed by stairs or overhead bridges.

If you're able to access station ticketing facilities during a track closure you should use your go card or purchase a paper ticket for travel.

We encourage you to plan ahead by checking our website for upcoming scheduled track closures and allow for extra travel time if the closure will affect your planned journey. These closures can add up to approximately 60 minutes to your travel time.

Further complications are when passengers who may have previously touched on at a closed railway station, then travel by replacement bus to a gated station and then attempt to enter the station.  They generally are not aware that the go card gates are directional and they attempt to touch on when entering. This immediately gives them a $10 fixed fare (adult) and breaks transfer rules and journey caps.

In general, when there are track closures, journey times are usually increased by at least 60 minutes, and often longer.

Is it really reasonable to expect passengers to navigate this 'mine-field of ticketing' and be liable for fare evasion and/or warnings because the system itself is so confused and complicated?  When is it ' not always reasonable ' ? Matter of some interpretation and variation.

For example, last weekend there was a closure Park Road to Varsity Lakes.  Passengers heading to Fairfield had a walk of over 300 metres in each direction just to touch their go cards ( http://railbotforum.org/mbs/index.php?topic=432.msg125734#msg125734 ).  Reasonable?

Other jurisdictions simply make travel on the rail replacement buses free during the track closures.  This overcomes the difficulties with ticketing and is some acknowledgment to passengers of the inconvenience.

I note TransLink is working to enabling the rail replacement buses with go card readers.  This is of course is the best solution as everyone can then just use the go card in the normal manner. 

Until then though, simply make bus legs notionally free until properly sorted.

Best wishes
Robert

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track http://backontrack.org

[#Metro]

If a restaurant serves you food 30 minutes to 60 minutes late and gets you to switch tables in the restaurant as well, do you charge full price?

The buses in Melbourne that are used during rail replacement are all Myki equipped. Public Transport Victoria disables the readers and everyone is let on free. FREE. ALL stations have PERMANENT maps showing the local rail replacement bus stop locations and are signed as such. Where express services operate, express buses also operate at similar frequency to the train they are replacing and with a stopping pattern that mirrors the train.

Whether there is Myki readers or not is not relevant.

No idea!! 

[ozbob]

Being a public transport user in SEQ is character building LD.

It is such a backwater, it takes a certain resilience, courage, patience and good will!

I always take a fully charged laptop as one just never knows how long a journey will be!! 

[#Metro]

OMG Why haven't I bought a car by now?! I must be crazy!! Would not have to put up with half the BS I experience.

[somebody]

If a restaurant serves you food 30 minutes to 60 minutes late and gets you to switch tables in the restaurant as well, do you charge full price?

Yes they charge full price, in my experience.

[ozbob]

If a restaurant serves you food 30 minutes to 60 minutes late and gets you to switch tables in the restaurant as well, do you charge full price?

The buses in Melbourne that are used during rail replacement are all Myki equipped. Public Transport Victoria disables the readers and everyone is let on free. FREE. ALL stations have PERMANENT maps showing the local rail replacement bus stop locations and are signed as such. Where express services operate, express buses also operate at similar frequency to the train they are replacing and with a stopping pattern that mirrors the train.

Whether there is Myki readers or not is not relevant.

No idea!! 

Melbourne even has the flat fare buffet on weekends $3.50, all you can eat daily ...   

Pensioners get the free meal deal ... 

[#Metro]

Melbourne even has the flat fare buffet on weekends $3.50, all you can eat daily ...

That's less than a TransLink ticket for 2 zones!!

[ozbob]

From the Sunshine Coast Daily click here!

Thea just wants her fare go on public transport

Thea just wants her fare go on public transport

SENIOR citizen Thea Fietje was left shocked and embarrassed after a Go Card inspector demanded she get off a train because of a "glitch" in the scanning system.

The 66-year-old alleged she had been treated like a criminal during her journey from Bribie Island to the Gold Coast.

Last Thursday, she caught two buses on Bribie Island to get to the Caboolture station to catch the 9.52am train to Brisbane.

Ms Fietje said halfway to Brisbane, an inspector had asked to see her Go Card.

"The inspector said something to the effect that I hadn't clicked on at Caboolture," she said.

"I said that I had. Therefore, there either had to be a fault with the Go Card machine or in my haste in boarding the train ... it was possible I had (unintentionally) not clicked the card on properly."

Ms Fietje said she was shocked when the inspector demanded she get off the train to talk on the platform, because she had "committed an offence".

"I then told him I had got on at Bribie and it wasn't my fault that the Go Card machine may not have accepted my card," she said.

"He said it was my responsibility to ensure the Go Card worked and again demanded I get off the train."

When Ms Fietje politely refused, she said the inspector threatened to call the police.

"I told him to go right ahead and get a policeman as I had done nothing wrong and could not believe that such bullying tactics could happen to a respectable senior citizen," she said.

"At no time was I rude," she said.

"It was humiliating, to say the least, and I was absolutely appalled to be treated as if I was a criminal."

Upon arriving at Central Station in Brisbane, MsFietje went to the information centre where she filled in a complaint form.

A TransLink spokeswoman said they would contact Ms Fietje to identify potential issues with her Go Card.

"We do encourage all customers to check the screen when using their Go Card to ensure it is used correctly and the correct fare is charged," she said.

"TransLink investigates all complaints and customers who believe they have been incorrectly charged are encouraged to contact TransLink."

The Daily contacted Queensland Rail, but the department was satisfied with TransLink's response.

[ozbob]

Sent to all outlets:

24th May 2013

Passenger harassment because of dodgey fare system

Greetings,

There is a major track closure this coming weekend. From the first train on Saturday 25 May until the last train on Sunday 26 May, tracks will be closed from Roma Street to Corinda, Richlands, Yeerongpilly and Murarrie stations.
http://jp.translink.com.au/travel-information/service-updates/details/1364367402

Now what go card users are expected to do inbound is to touch on their origin railway station, when they get to the end of the rail leg - not touch off and board the buses.  When they get to their destination railway station they are then expected to touch off.  Now the vast majority of passengers will be travelling to fare gated railway stations.  How many passengers actually understand that they are not able to touch off on the entry side of the fare gates, but must somehow gain entry past the gates and touch off on the departure side, to avoid a fixed penalty fare and lose of transfer and journey cap counting?  Many passengers get very confused.  Are they going to be terrified and harassed as the lady in the news story below?  Outbound is the converse procedure.

Other jurisdictions simply abandon ticketing requirements on the bus substitute legs because of the many ticketing complications.  The buses used to replace rail are not go card enabled with functioning go card equipment. It is a nightmare of confusion for many.  When there are track closures journey times are generally increased by an hour or more.  Fitting them with fare evasion threats just builds more resentment.

Passengers are sick and tired of the mediocrity that is public transport in south-east Queensland.  Harassing passengers is not the way forward is it?

Can some commonsense please be exercised by the TOs, SNOs and TransLink.  Maybe it is time the Assistant Minister for Public Transport actually done something about this.

Best wishes
Robert

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track http://backontrack.org

From the Sunshine Coast Daily click here!

Thea just wants her fare go on public transport

Thea just wants her fare go on public transport

SENIOR citizen Thea Fietje was left shocked and embarrassed after a Go Card inspector demanded she get off a train because of a "glitch" in the scanning system.

The 66-year-old alleged she had been treated like a criminal during her journey from Bribie Island to the Gold Coast.

Last Thursday, she caught two buses on Bribie Island to get to the Caboolture station to catch the 9.52am train to Brisbane.

Ms Fietje said halfway to Brisbane, an inspector had asked to see her Go Card.

"The inspector said something to the effect that I hadn't clicked on at Caboolture," she said.

"I said that I had. Therefore, there either had to be a fault with the Go Card machine or in my haste in boarding the train ... it was possible I had (unintentionally) not clicked the card on properly."

Ms Fietje said she was shocked when the inspector demanded she get off the train to talk on the platform, because she had "committed an offence".

"I then told him I had got on at Bribie and it wasn't my fault that the Go Card machine may not have accepted my card," she said.

"He said it was my responsibility to ensure the Go Card worked and again demanded I get off the train."

When Ms Fietje politely refused, she said the inspector threatened to call the police.

"I told him to go right ahead and get a policeman as I had done nothing wrong and could not believe that such bullying tactics could happen to a respectable senior citizen," she said.

"At no time was I rude," she said.

"It was humiliating, to say the least, and I was absolutely appalled to be treated as if I was a criminal."

Upon arriving at Central Station in Brisbane, MsFietje went to the information centre where she filled in a complaint form.

A TransLink spokeswoman said they would contact Ms Fietje to identify potential issues with her Go Card.

"We do encourage all customers to check the screen when using their Go Card to ensure it is used correctly and the correct fare is charged," she said.

"TransLink investigates all complaints and customers who believe they have been incorrectly charged are encouraged to contact TransLink."

The Daily contacted Queensland Rail, but the department was satisfied with TransLink's response.

[somebody]

From the Sunshine Coast Daily click here!

Thea just wants her fare go on public transport

Thea just wants her fare go on public transport

SENIOR citizen Thea Fietje was left shocked and embarrassed after a Go Card inspector demanded she get off a train because of a "glitch" in the scanning system.

The 66-year-old alleged she had been treated like a criminal during her journey from Bribie Island to the Gold Coast.

Last Thursday, she caught two buses on Bribie Island to get to the Caboolture station to catch the 9.52am train to Brisbane.

Ms Fietje said halfway to Brisbane, an inspector had asked to see her Go Card.

"The inspector said something to the effect that I hadn't clicked on at Caboolture," she said.

"I said that I had. Therefore, there either had to be a fault with the Go Card machine or in my haste in boarding the train ... it was possible I had (unintentionally) not clicked the card on properly."

Ms Fietje said she was shocked when the inspector demanded she get off the train to talk on the platform, because she had "committed an offence".

"I then told him I had got on at Bribie and it wasn't my fault that the Go Card machine may not have accepted my card," she said.

"He said it was my responsibility to ensure the Go Card worked and again demanded I get off the train."

When Ms Fietje politely refused, she said the inspector threatened to call the police.

"I told him to go right ahead and get a policeman as I had done nothing wrong and could not believe that such bullying tactics could happen to a respectable senior citizen," she said.

"At no time was I rude," she said.

"It was humiliating, to say the least, and I was absolutely appalled to be treated as if I was a criminal."

Upon arriving at Central Station in Brisbane, MsFietje went to the information centre where she filled in a complaint form.

A TransLink spokeswoman said they would contact Ms Fietje to identify potential issues with her Go Card.

"We do encourage all customers to check the screen when using their Go Card to ensure it is used correctly and the correct fare is charged," she said.

"TransLink investigates all complaints and customers who believe they have been incorrectly charged are encouraged to contact TransLink."

The Daily contacted Queensland Rail, but the department was satisfied with TransLink's response.

I actually saw a similar thing last night.  Someone gets on and doesn't touch on (no beep).  Sits in front left seat of bus.  After everyone is on, driver questions passenger who insists that they touched on, but eventually touches on anyway.