19 Jan 2010: SEQ: Go card is buggy

[ozbob]

Media Release 19 January 2010

SEQ:  Go card is buggy

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 suggested all go card users should monitor their transaction history on the go card daily.  There are still regular reports of incorrect fares and other issues with the go card system.  Registering your go card and following the transactions on line is easy, alternatively the last ten transactions can be read on the ticket machines.  Incorrect charges can be claimed back from TransLink.

Robert Dow, Spokesman for RAIL Back On Track said:

"According to the go card user guide it is possible to transfer up three times (1) in a single journey. A member has today achieved six consecutive transfers using the go card (2).  Clearly more than a few issues remaining with the go card software."

"We have also documented other incorrect fare charges (3)."

"Clearly, consumers should not assume the go card is infallible, it is not.  Check your transactions regularly."

References:

1.  http://download.translink.com.au/go/091223_userguide.pdf  page 16

2.  http://backontrack.org/mbs/index.php?topic=486.msg19748#msg19748

3.  http://backontrack.org/mbs/index.php?topic=486.msg18133#msg18133

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Feedback received, thanks.

Besides incorrect charging I believe there is still a long way to go in customer care for go card users.

I had a problem checking off at a station where the go card machines were not working. I phoned go card and it took 15minutes to log my problem and then I was told it would be "up to 10 working days to get a rebate" meanwhile my account was charged the penalty.

In this day and age 10 days seems excessive and 15 minutes to capture details when they already have my details on the system having registered my card also seems a bit over the top.

Given the 10 days I had to record the card number and then check daily on line to check that the rebate eventually went through.

I understand that the Customer Support staff are on separate systems to the payment processing team. If the web system at least could provide details not only of transaction history but also calls I have logged and there status this would be a vast improvement in customer care (i.e. I wouldn't have to carry a piece of paper around for 10 days with a call reference number on it)

[ozbob]

Sent to all outlets:

20th January 2010

Greetings,

Unless something is done to sort out the support environment for go card users and sort out the constant errors on the go card system, including the lack of equipment at key rail stations it is highly likely there will massive discontent come late January as full public transport loads resume.

Here are are couple of recent feedbacks to RAIL Back On Track.  TransLink and I would suggest operators and Government are receiving a lot of similar feedback.  Rather than pretend all is GOing so well, how about actually doing something positive for a change, rather than stupid spin statements congratulating each other on how well the go card uptake is going as people are forced from paper to go card simply because of the huge price penalty for paper?

I have an idea for another competition (as well as most transfers). See who has the most incorrect penalty fares in the shortest time.
I'll start. Three penalty fares over five trips done in two days. Who can beat that.
Sat 16th 10:14am. Bundamba to Ipswich via bus.
Sat 16th 12:50pm Ipswich (bell st) to Bundamba. This is the interesting bit. Even though I got on at ipswich the transaction history shows that I got on at stubbin st Bundamba!!! This is about 3 kms past my stop. how does this happen. The bus takes 25 min to drive from one spot tothe other. How could the GPS get it so wrong?
was charged penalty fare when I got off this bus as the stop I got off at is 3 kms before the stop it says I got on at.
Mon 18th 7:24am penalty fare for not touching off.  When I looked at history it said I touched on at the exact same time as I touched off on saturday.

And ...

Besides incorrect charging I believe there is still a long way to go in customer care for go card users.
I had a problem checking off at a station where the go card machines were not working. I phoned go card and it took 15minutes to log my problem and then I was told it would be "up to 10 working days to get a rebate" meanwhile my account was charged the penalty.

In this day and age 10 days seems excessive and 15 minutes to capture details when they already have my details on the system having registered my card also seems a bit over the top.

Given the 10 days I had to record the card number and then check daily on line to check that the rebate eventually went through.

I understand that the Customer Support staff are on separate systems to the payment processing team. If the web system at least could provide details not only of transaction history but also calls I have logged and there status this would be a vast improvement in customer care (i.e. I wouldn't have to carry a piece of paper around for 10 days with a call reference number on it)

Hence our advice to all users to check their transactions regularly.

Best wishes
Robert

Robert Dow
Administration
RAIL Back On Track


RAIL Back On Track Admin wrote:

Media Release 19 January 2010

SEQ:  Go card is buggy

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 suggested all go card users should monitor their transaction history on the go card daily.  There are still regular reports of incorrect fares and other issues with the go card system.  Registering your go card and following the transactions on line is easy, alternatively the last ten transactions can be read on the ticket machines.  Incorrect charges can be claimed back from TransLink.

Robert Dow, Spokesman for RAIL Back On Track said:

"According to the go card user guide it is possible to transfer up three times (1) in a single journey. A member has today achieved six consecutive transfers using the go card (2).  Clearly more than a few issues remaining with the go card software."

"We have also documented other incorrect fare charges (3)."

"Clearly, consumers should not assume the go card is infallible, it is not.  Check your transactions regularly."

References:

1.  http://download.translink.com.au/go/091223_userguide.pdf  page 16

2.  http://backontrack.org/mbs/index.php?topic=486.msg19748#msg19748

3.  http://backontrack.org/mbs/index.php?topic=486.msg18133#msg18133

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Some suggestions to sort ..

Sent to all outlets:

14th January 2010

Greetings,

The news of the ticket machines finally being positioned for the bus stations and bus interchanges to allow for go card transactions is good news, as is the sudden focus on expanding distribution outlets for the go card.   Helping hands are needed, particularly for targeted groups such as seniors and off peak travellers as well. Thank you.

There are are number of issues that remain that are essentially cost neutral but would improve the overall ticketing environment considerably.

These issues need to be addressed forthwith in our opinion.

1.   Immediate amnesty for new users - no questions refunds for two user failures.

2.   Clarification of when users can travel for free when equipment down at rail stations.  Not practical or safe to expect users to check every reader at a rail station.  We suggest change that to when the equipment is not operational on platform of departure or concourse as appropriate.  It would be a disaster if someone gets a $200 fine as the result of go card equipment failure.

3.   Introduction of a web based form, print version with free post, and a call back service for mobile users, and a free call number for others for reimbursement adjustment claims and so forth.  This would save money for everyone!

4.  A genuine commitment to further fare enhancements publicly spelt out, to include capping and periodical ticketing options.  Myki is a stand out in this regard. The fare structure for the go card must be improved.

5.  Roll out of additional go card equipment at rail stations and bus stations as needed. Already reports of queuing at rail stations.  As numbers continue to surge this will become a major constant irritant and generate bad publicity unless addressed, and addressed quickly.

6.  A commitment and real policy of failed go card equipment to be fixed same day where possible, certainly within 24 hours at the most.
Go card equipment to be clearly signed when not operational.  The message that comes up on many readers 'seek assistance' is just confusing and misleading.

7.  Introduction of much needed rail services, eg. Sunshine Coast, Ipswich Rosewood peak pm gap  More rail sweepers and bus services as well particularly on the busways.  Promises won't do it, the public needs to see immediate improvements.

8.  Immediate distribution of the free go cards promised as part of the new fare strategy.

9.  Proper information and user displays set up where folks can see the equipment that is used and practise.  Similar as the myki displays in Melbourne, but need not be as grand.   Much better customer go card education programs.

Best wishes
Robert

Robert Dow
Administration
RAIL Back On Track

[ozbob]

Channel 7 News (6pm 20 Jan) did a short piece on the failure of go card equipment out of order to be signed as such.  
Highlighting a failed reader at Nundah for the past three days, some commuters also indicated off air that they have been short touching.  This is fare evasion. A spokesman from  the RTBU made the obvious point that if equipment is not functioning then users need to be told, and why should QR station staff cop it from the pack?  I made the point that if you travel for free (unable to touch on) DO NOT TOUCH off as normally, other wise you will cop a fixed fare).

TransLink stated that there has been no direction to QR staff not to sign out of order equipment.  Seems more GO-fusion to me ...    Why then has the failed equipment generally not had signs placed?  Is it to cover up the inordinate delays in getting the equipment fixed?  

The story again confirms the suggestions we have put forward for improved administrative support for the go card, logical and simple to implement it would improve the overall go card environment.

[ozbob]

Sent to all outlets:

20th January 2010

Greetings,

Channel 7 News Brisbane tonight (6pm 20th January) highlighted the fact that failed go card equipment has not been signed.

A reader at Nundah railway station has been out of order for three days.  It is little wonder that go card users are more than a little frustrated.

Vague policies, poor administrative support, it is taking a toll.

Note we listed the failure to sign failed go card equipment in point 6 below.

It is not rocket science.

Cheers
Robert

Robert Dow
Administration
RAIL Back On Track



RAIL Back On Track Admin wrote:

> 14th January 2010
> Greetings,
>
> The news of the ticket machines finally being positioned for the bus stations and bus interchanges to allow for go card transactions is good news, as is the sudden focus on expanding distribution outlets for the go card.   Helping hands are needed, particularly for targeted groups such as seniors and off peak travellers as well. Thank you.
>
> There are are number of issues that remain that are essentially cost neutral but would improve the overall ticketing environment considerably.
>
> These issues need to be addressed forthwith in our opinion.
>
> 1.   Immediate amnesty for new users - no questions refunds for two user failures.
>
> 2.   Clarification of when users can travel for free when equipment down at rail stations.  Not practical or safe to expect users to check every reader at a rail station.  We suggest change that to when the equipment is not operational on platform of departure or concourse as appropriate.  It would be a disaster if someone gets a $200 fine as the result of go card equipment failure.
>
> 3.   Introduction of a web based form, print version with free post, and a call back service for mobile users, and a free call number for others for reimbursement adjustment claims and so forth.  This would save money for everyone!
>
> 4.  A genuine commitment to further fare enhancements publicly spelt out, to include capping and periodical ticketing options.  Myki is a stand out in this regard. The fare structure for the go card must be improved.
>
> 5.  Roll out of additional go card equipment at rail stations and bus stations as needed. Already reports of queuing at rail stations.  As numbers continue to surge this will become a major constant irritant and generate bad publicity unless addressed, and addressed quickly.
>
> 6.  A commitment and real policy of failed go card equipment to be fixed same day where possible, certainly within 24 hours at the most.
> Go card equipment to be clearly signed when not operational.  The message that comes up on many readers 'seek assistance' is just confusing and misleading.
>
> 7.  Introduction of much needed rail services, eg. Sunshine Coast, Ipswich Rosewood peak pm gap  More rail sweepers and bus services as well particularly on the busways.  Promises won't do it, the public needs to see immediate improvements.
>
> 8.  Immediate distribution of the free go cards promised as part of the new fare strategy.
>
> 9.  Proper information and user displays set up where folks can see the equipment that is used and practise.  Similar as the myki
> displays in Melbourne, but need not be as grand.   Much better customer go card education programs.
>
> Best wishes
> Robert
>
> Robert Dow
> Administration
> RAIL Back On Track  http://backontrack.org.