13 Apr 2008: Call for free travel on buses for Go card users, system not working

[ozbob]

Media Release 13 April 2008 

SEQ:  Call for free travel on buses for Go card users, system not working!

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 said that there is an issue with the go card system equipment on buses that has resulted in an incorrect time being used to calculate fares, and users being overcharged.

Despite the mutual self congratulation of Government and Translink on the imminent sale of the 50,000th go card the system is in a major crisis.  Disturbingly, card users on the buses are not being alerted to the problem with incorrect go card time on the buses (1).

Robert Dow, Spokesman for RAIL Back On Track said:

?We have received feedback the indicates there is a major issue on some of the buses with respect to the system time for the Go card on-board equipment (2).  Some of system clocks on the buses appear to be running an hour ahead.  It is possibly related to an incorrect time zone on the software.?

?The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties. This adds to the problems bus and ferry users of the go card are experiencing with failures of the card readers.?

?RAIL Back On Track calls for free travel for Go card uses on buses until the problems with the go card equipment are resolved.?

?Failing that, to stop being hit with extra fares and penalties go card users may be better off using cash ticketing options on buses until Translink indicates the problem has been fixed.?

?The go card is working well on rail. The problems are with the mobile card devices and system on buses and ferries.?

?Problems with deterioration of go card equipment in exposed positions on railways stations and ferries, security concerns with the go card, chronic touch failures on buses and ferries, and now the failure of the system to keep correct time indicate it is not the time for celebration. Rather, all attention must be directed to fixing the go card system so that is reliable. The Government has indicated that one million dollars in ticket sales revenue for the go card has been passed.?

?How much of that revenue is unclaimed penalties?  Of the soon to be 50,000 go cards issued, how many are in active use? The answers to these questions might indicate the nature of the ongoing problems.?

?The Queensland taxpayer is funding the go card.  They are entitled to answers, a go card system that is reliable and a fair fare deal!?

Reference:

1.  http://backontrack.org/mbs/index.php?topic=743.0

2.  http://backontrack.org/mbs/index.php?topic=432.msg3053#msg3053


Contact:

Robert Dow
Administration 
admin@backontrack.org

[ozbob]

From Brisbane mX 15 April 2008 page 5 not online

Errors cost commuters

Errors cost commuters

Bus commuters are being ripped off because go card readers are calculating fares based on incorrect times, it has been claimed.

Robert Dow, from commuter group Rail Back on Track, says the software on some go card readers may be carrying incorrect time zone information.

"The effect of this is that go card users who transfer to or from a bus with the incorrect system time are being debited with incorrect fares, and sometimes penalties," he said.

Thanks for highlighting this issue mX!

[ozbob]

This media release has been followed up with a further statement:

----------------------------
16 April 2008

Greetings,

Go card commuters have STILL NOT BEEN OFFICIALLY ALERTED BY GOVERNMENT OR TRANSLINK with respect to the time failure of the go card on buses.  There is no mention of the problem on the Translink or Go card web sites.

This is a response I received from Cubic via Translink yesterday concerning the issue. It took 5 days for a response after I alerted them with the specific details of the problem.  Is this satisfactory?  You can make up your own mind about that!

> "Cubic Transportation Systems is working with TransLink and the transport
> operators to fully identify and resolve this issue as a matter of urgency.
> TransLink's go card refunds policy will apply to any journey where a
> customer may have been inconvenienced, consistent with standard policy for
> system or device issues."

Many many go card users have suffered excess double or triple fares and penalties.  There is clearly a duty of care by Translink to inform users to check their transactions and take action to seek redress.  Of particular concern are unregistered card users who have a limited ability to check transactions, hence limited ability to get refunds of excess charges.

Again it would be prudent to consider making travel free on the buses for go card users for the time being, simply show go card until the issues are resolved.  Show and Go!

To see the effect on a typical user of this time problem see http://backontrack.org/mbs/index.php?topic=516.msg3215#msg3215

Not only is the time wrong on buses, the touch readers are constantly failing too.  This roll out is not going well.

I am a strong supporter of the Go card as I am very keen to see the improved efficiency gains that are achievable for public transport with the system sorted.

Pretending it is going well when it is clearly not, is just turning many commuters off the Go card.  This is of great concern to me and our members generally.

Best wishes
Robert

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

[ozbob]

See this post too --> http://backontrack.org/mbs/index.php?topic=516.msg3215#msg3215

This highlights the time issue very well.