18 May 2010: SEQ: Call for improvements in go card fare adjustment procedures

[ozbob]

Media Release 18 May 2010

SEQ:  Call for improvements in go card fare adjustment procedures

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 is receiving a of feedback from frustrated go card users concerning the cumbersome process when they need to claim a fare adjustment due to equipment failure (1). The failure to provide a free call number, and a call back service for mobile phone users is very costly for some go card users and is not properly supporting go card users.

Robert Dow, Spokesman for RAIL Back On Track said:

"We are aware that a web based claim form for go card fare adjustment is under development.  This needs to be brought forward urgently.  A lot of go card users are forced to spend considerable amounts of money on mobile phone calls in attempting to claim a fare adjustment."

"As a demonstration of a commitment to customer service the establishment of a free call number, and the introduction of a call back service for mobile phone users is needed.  Why should go card users carry the cost of failure?  They are already paying increased fares and are staring down the barrel of 15% per annum increases for at least the next four years."

"Rather than just dismiss these calls, the introduction of improved customer support and a more equitable fare structure would go a long way to encouraging further uptake of the go card (2).  The present system for those seeking fare adjustments is very unfair.  If the failure rate is as low as claimed then the provision of these additional services will not be a problem, will it?"

References:

1.   http://railbotforum.org/mbs/index.php?topic=486.msg27012#msg27012

2.  9 May 2010: SEQ: Go card needs urgent fare improvements   http://railbotforum.org/mbs/index.php?topic=3820.msg26558#msg26558

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Discussion thread --> http://railbotforum.org/mbs/index.php?topic=3856.0