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

[ozbob]

Balance now aligned ...   

However the fare for the inbound journey this morning is AWOL from the history !  But still hit with the fare ...  beware!


go card: xxxxxx Card holder:  Robert Dow Billing name:  Robert Dow Balance:  $13.74
TransLink Division, Department of Transport and Main Roads ABN: 39 407 690 291
Date/time    From    Time    To    Fare    Credit    Balance
20 Apr 2016
06:01 AM    Auto top up  ( Goodna )         $ 20.00    $ 24.70
06:01 AM    Goodna                 
Unknown    Failed to touch on    06:47 AM    Central    $ 5.00         $ 16.72
08:06 AM    Central    09:06 AM    Goodna    $ 2.98         $ 13.74

[ozbob]

Money back!

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

28 Apr 2016
11:12 AM    Top up/Adjustment  ( Goodna )         $ 5.00    $ 18.74
11:12 AM    Goodna    11:12 AM    Cancel Touch On    $ 0.00         $ 18.74

[ozbob]

History now correct:

Date/time    From    Time    To    Fare    Credit    Balance
28 Apr 2016
11:12 AM    Top up/Adjustment  ( Goodna )         $ 5.00    $ 18.74
11:12 AM    Goodna    11:12 AM    Cancel Touch On    $ 0.00         $ 18.74
20 Apr 2016
06:01 AM    Auto top up  ( Goodna )         $ 20.00    $ 24.70
06:01 AM    Goodna    06:47 AM    Central    $ 2.98         $ 21.72
Unknown    Failed to touch on    06:47 AM    Central    $ 5.00         $ 16.72
08:06 AM    Central    09:06 AM    Goodna    $ 2.98         $ 13.74

[ozbob]

^ I completed an interview with 9 News this morning at Goodna rail, seems a few go card issues around.

Not sure when story is being put to air.

[ozbob]

Using data from the last TransLink Tracker, there is a fixed fare every 55 times a go card used (1.8% rate).  Of these only 7.3% or thereabouts are actually adjusted.  Clearly there are probably a number of deliberate failed touches, but I expect the bulk, at least 50 - 60% are fixed fares punters probably don't know much about ...  hey ho ...

[BrizCommuter]

Heads up - temporary handheld readers in use at Fortitude Valley (temp side entrance) are resulting in fixed fares!!!

[ozbob]

Heads up - temporary handheld readers in use at Fortitude Valley (temp side entrance) are resulting in fixed fares!!!

Thanks  ...  what a 

[BrizCommuter]

Heads up - temporary handheld readers in use at Fortitude Valley (temp side entrance) are resulting in fixed fares!!!

Thanks  ...  what a 

This will have affected hundreds if not thousands of users. It can also cause a second fixed fare as the touch off at the end of the journey starting at FV will register as a touch on. I would assume the handheld readers are not 'live' on updating the go card system servers.

[ozbob]

Perhaps TransLink need to consider a system adjustment ... 

Meanwhile using data from the last TransLink Tracker, there is a fixed fare every 55 times a go card used (1.8% rate) on average.  Of these only 7.3% or thereabouts are actually adjusted.  Clearly there are probably a number of deliberate failed touches, but I expect the bulk, at least 60 - 70% are fixed fares punters probably don't know much about.

[BrizCommuter]

Now blogged
http://brizcommuter.blogspot.com.au/2016/05/warning-fixed-fares-at-fortitude-valley.html

[red dragin]

Wife touched on at Dakabin last week, when she touched off at FV got hit with the fare and a flat fare as well. Log showed "error". She went through a gate.

Fixed with a call to Translink.

[ozbob]

Now blogged
http://brizcommuter.blogspot.com.au/2016/05/warning-fixed-fares-at-fortitude-valley.html

Twitter

Robert Dow ‏@Robert_Dow 18m

BrizCommuter: Warning - Fixed Fares at Fortitude Valley!

> http://brizcommuter.blogspot.com.au/2016/05/warning-fixed-fares-at-fortitude-valley.html ... #qldpol

===================
 

[ozbob]

Wife touched on at Dakabin last week, when she touched off at FV got hit with the fare and a flat fare as well. Log showed "error". She went through a gate.

Fixed with a call to Translink.

Similar to an issue I had at Central.  I think the system is starting to fail, at this point somewhat randomly but could well be a harbinger of real problems looming.  Such is the mediocrity we endure hey?

[BrizCommuter]

My fixed fare was refunded this morning, presumably automatically (though I did lodge a refund request)? Even if automatic corrections are occurring the lack of warning information online and at FV is not acceptable. This issue will be confusing the hell out of the non savvy!

[BrizCommuter]

Update - after talking to staff at FV it seems that the handheld readers are offline and data/fixed fares are corrected in the evening when they are plugged in. I requested that a service advisory on TransLinks website is required. Not sure if these automatic corrections also resolve subsequent fixed fares?

[ozbob]

 

As always we advise Paul and Paula punter to check their go card histories regularly.   The system is error prone!

[techblitz]

i see a fairly common occurence of non-savyy pax tagging off on the wrong side of the gates when hopping off the railbuses resulting in fixed fares....

[ozbob]

For interest:  My present negative go card balance 

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

Date/time    From    Time    To    Fare    Credit    Balance

03 Jul 201601:25 PM    Airport - DOM    02:37 PM    Oxley    $ 19.36         - $ 10.74

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

I am off to the city this morning.  Card is on auto top-up it will be corrected.

[ozbob]

#9News has uncovered a staggering 5 million dollars in unclaimed Go Card funds. #9News https://t.co/I8Q1eKD1rX

— Nine News Brisbane (@9NewsBrisbane) September 26, 2016

[ozbob]

$5 million in unused go Card credit waiting to be reclaimed. @KateLJones7 https://t.co/tA1RV9sqjE #7News https://t.co/ULDqNZpFoo

— 7 News Queensland (@7NewsQueensland) September 26, 2016

[ozbob]

^^ doing our bit for the punters ... 

[#Metro]

Just donate it to charity - have a box and slip it in

[ozbob]

Why you must remain vigilent when using a go card ..

or make sure you do check your history regularly ..

Mrs Ozbob's go card history on a journey to Kippa Ring yesterday ..

11 Dec 2016
10:59 AM    Darra    12:45 PM    .Kippa-Ring station platform 1    $ 2.67         $ 7.64
12:51 PM    Kippa-Ring station Stop A    01:06 PM    Redcliffe Jetty    $ 0.00         $ 7.64
01:06 PM    Humpybong Esplanade    Unknown    Failed to touch off    $ 2.50         $ 5.14
02:09 PM    Humpybong Esplanade    02:38 PM    Kippa-Ring station Stop B    $ 1.34         $ 3.80
02:39 PM    Auto top up  ( .Kippa-Ring station platform 1  )         $ 20.00    $ 23.80
02:39 PM    .Kippa-Ring station platform 1    04:12 PM    Darra    $ 1.33         $ 22.47



Adjustment applied for ...

For interest my go card history for the same journey to Kippa-Ring (went out to Rosewood first).

11 Dec 2016
08:23 AM    Goodna    09:26 AM    Rosewood    $ 2.38         $ 9.33
09:27 AM    Rosewood    10:39 AM    Darra    $ 0.29         $ 9.04
10:59 AM    Darra    12:45 PM    .Kippa-Ring station platform 1    $ 0.70         $ 8.34
12:51 PM    Kippa-Ring station Stop A    01:06 PM    Humpybong Esplanade    $ 0.00         $ 8.34
02:09 PM    Humpybong Esplanade    02:38 PM    Kippa-Ring station Stop B    $ 1.34         $ 7.00
02:39 PM    .Kippa-Ring station platform 1    04:12 PM    Darra    $ 1.33         $ 5.67

[ozbob]

My granddaughter has turned 5, commences school next week.

Grandpa was pleased to purchase an orange go card for her. 

Registration of a child go card cannot be done online, need to do it through 131230.

Called TransLink and registered the go card. 

No issues and the staff member was very professional and did I think an excellent job.  Thank you.

My grand daughter will be able to travel free at weekends with her orange go card   

[ozbob]

I was out at Booval today. Both go card readers platform one dead.

I reported same to Translink.

My 5 year old grand daughter got hit with a $5 fixed fare. She (5 years old) did a double touch ...

It is Ok. I will apply for a refund but it was rather sad her first day out ' touching' on and off .. she was so proud to have her own go card!

Give me faith ...

[ozbob]

Go readers at platform 1 Booval  today ... DEAD!

[ozbob]

Footnote:

I journeyed to Ipswich,  thoroughly expecting to have to explain that I was not able to touch on at Booval when I arrived at Ipswich.

Nope . ..

No one to be seen. Gates wide open ...  such is life hey?

[verbatim9]

Go card ticket vending machines slowly being upgraded to tap n pay technology leading to faster top ups and purchase of paper tickets.

[ozbob]

Letter to the Ed Queensland Times --> Elderly not taken for free ride by Translink

THE most financially-challenged demographics in our society are the elderly.

They are continually challenged by the rising cost of living.

Our governments continue to maintain high deficits, passing on their fiscal failure to their constituents.

Consider Translink concession cards for these people allow for half price fares on public transport in SE Queensland. The Government has allowed capped prices on these concession cards. After two paid trips, with more than a hour between trips and more than an hour after, further travel on any mode of transport wherever is free for the rest of the day.

However, over the past month, there has been a problem with these concession cards defaulting, charging after the first two paid fares, for the so-called, further "free" rides at random.

Those who fail to read the fine print on the go card machine, due to poor eyesight, or because of its position in broad sunlight, or just don't know the machines often default, are unaware that they have been wrongfully charged. Translink has been aware of it for over a month, that concession cards are charging these extra fares. They rely on commuters themselves to notify them. The problem has yet to be fixed.

It is expedient for commuters who have been wrongfully charged thus, to contact Translink.

Contacting Translink at our own expense, paying for the call to be reimbursed, is unconscionable.

They will reinstate the overcharge, but won't as yet fix the problem for concession cards, after a month. Incompetence reigns, in this troubled system.

Daylight robbery?!

E. ROWE

Marcoola

[ozbob]

Missus has a Seniors Go card.  Completed two paid journeys.  Travelled FV to Toowong, no charge.  Correct.  Then travelled Toowong to Oxley, got a 28cent fare on touch off at Oxley.  Wrong.  The amount of money is trivial but that suggests something seriously wrong with the fare algorithms.

[ozbob]

https://twitter.com/abcbrisbane/status/936396586526978048

[techblitz]

just caught an inbound 110 ex inala where there was 4 consecutive paper ticket purchases and another person let on for free with an expired paper ticket.
Translink didn't even bother with an avm machine after the bus station upgrade.
Another indooropilly in the making where it could take years before TL finally realises the benefits of putting one in...

[STB]

Had a very weird experience tonight.

I went to my Dad's house for a visit and found a stash of Go Cards I'd used in the past, and decided out of curiosity if any of them were still valid.

Got to the station on my way home and noticed that two of the cards were apparently still valid, one with about $30 (last used in 2014) on it, the other with about $19 (last used in 2015) on it.  I decided to touch on with the $30 card, to which is accepted.

Got to Central and touched off as normal, now down to about $28, decided to try and get a refund at the ticket office, couldn't do it with the $30 card as apparently there was an auto top up attached to it, tried to do with with the $19 card and got to the part where I then had to do the EFTPOS, and unfortunately I wasn't able to do it, as I never keep my PINs (only use Paywave and pay online nowadays, with very little to no use for a PIN - so decided to leave it).

Touched on successfully with the $28 card and reached Roma Street, where I then caught the bus home without any issues.

This is when things got weird...

I rang TransLink to find out the history of these cards, and apparently the $28 card wasn't valid, it had a hold on it and the $28-$30 was transferred to a new card in 2014...yet I was able to travel from the Redlands to home near the city without any issues!

The $19 card also wasn't technically valid, as the $19 didn't exist on the back end, but existed on the card itself, and I almost got a refund on it!

The call centre consultant couldn't explain why I was able to travel on the $30 card, and almost get a refund on the $19 card, when on their end those cards had holds on it and didn't have those cash amounts on those cards, according to their systems.  He said if a ticket inspector stopped me, I apparently could've been fined, even though I was able to successfully touch on and touch off ie: pay under the $30 card.

WTF...?  That's one weird glitch!

[ozbob]

Hello?  On the surface this doesn't seem correct.  I have never had an issue seeking an adjustment when needed.

Nine News --> Exclusive: Queensland commuters face strict refund limits on their Go cards

Bosses of a tap-and-go transport payment system used by millions of commuters have revealed they have strict limits for passenger refunds - even if it wasn't the user's fault they were charged too much.

The TransLink Go card is used on buses, trains, trams and ferries across Queensland including in Brisbane, Ipswich, the Gold Coast and the Sunshine Coast.

But nine.com.au can reveal if passengers dispute a fare, even if they were incorrectly charged - for example due to a broken machine - a refund limit is in place which allows for just one fare adjustment a week, with a maximum of two per four weeks.

"Fixed amounts that have been charged due to customer error are non-refundable," a Translink spokesman said.

"TransLink customers are able to seek 'GO' card balance adjustments when the correct amount was not charged due to a confirmed system related issue.

"One 'GO' card balance adjustment is permitted per week and a maximum of two adjustments per four week period."

He added refunds for Queenslanders were discretionary, looked at on a "case by case" basis, and must be claimed within eight weeks.

A total of 41 million trips were made using the card in the last quarter of 2017.

If it was a commuter's fault they were charged wrongly, such as if they forgot to tap off, they're not allowed a refund at all.

The rule has emerged after nine.com.au revealed bosses of Sydney's Opal card, which is used on trains, buses, ferries and light rail across the Harbour City, also admitted last week caps were in place for the number of adjustments allowed, for what they call 'customer error'.

That could include forgetting to tap off at the end of a journey and so being charged the default fare for the route.

Sydney's rule saw one woman who travels daily between Sydney CBD and Macarthur, told by Transport NSW she had "exceeded her amount for customer errors", when she contacted its call centre to ask correctly for a refund.

She was told she was only allowed refunds three a year.

Transport NSW told nine.com.au the Opal card refund limit was due to "revenue protection" and "has been determined through extensive analysis of customer needs".

They said the cap encouraged customers to remember to tap on and off to avoid being charged the wrong fare - or even risking being slapped with a $200 ticket evasion fine.

Opal does offer unlimited refunds within 90 days, however, when customers have been wrongly charged due to system outages.

Meanwhile, Australia's other two smart card systems have no issues giving commuters their money back.

Bosses of Melbourne's Myki system and Perth's SmartRider told nine.com.au they don't have set limits to the amount of times they can issue travellers refunds if they have a fare dispute.

Public Transport Victoria, which runs Myki, said there was no limit on how many times a customer can have a refund "if ticketing equipment fails," with a spokeswoman adding she wasn't aware of a refund limit if it was the customer's fault, such as if they forgot to tap on, either.

She added cases would be dealt with on an individual basis.

Both bosses of Perth's SmartRider confirmed they also have no set limits for refunds, but use their discretion over whether they are given.

"If a passenger appears to have made a genuine mistake and has forgotten to tag off, we will amend their default fare," a spokesman said.

[ozbob]

^

https://twitter.com/ozbob13/status/1086130395110727680

[ozbob]

My daughter's go card.  Touched off OK at Central on the 27th.

On touching on at Darra this morning, whammo $5 fixed fare!

Touching off at Roma St, whammo $10 fixed fare!



Adjustment applied for ...

28 May 2019

06:15 AM   Darra   $ 5.00       
Unknown   Failed to touch on   06:53 AM   Roma Street   $ 10.00       - $ 3.63
06:57 AM   Auto top up  ( Roma St Bus Station Platform 1  )       $ 20.00   $ 16.37   
06:57 AM   Roma St Bus Station Platform 1   07:00 AM   'QUT Kelvin Grove' Station (OB) - Platform 2   $ 3.31       $ 13.06   

27 May 2019

06:57 AM   Darra   07:33 AM   Central   $ 4.03       $ 6.37   

[ozbob]

Missus is doing exam supervision at QUT during the examinations.

She called me this morning after touching off at Central (ex Goodna) "  The go card fare was only 81 cents, is that right? "

The good news, because my wife (Seniors go card) has done exam supervision on 4 of the 5 weekdays this week, she has reached the 8 paid journey cap going home yesterday, so it is a 50% discount on the normal fare.  Not that many Seniors get to the 8 journey cap 

[verbatim9]

Missus is doing exam supervision at QUT during the examinations.

She called me this morning after touching off at Central (ex Goodna) "  The go card fare was only 81 cents, is that right? "

The good news, because my wife (Seniors go card) has done exam supervision on 4 of the 5 weekdays this week, she has reached the 8 paid journey cap going home yesterday, so it is a 50% discount on the normal fare.  Not that many Seniors get to the 8 journey cap 

Seniors have a current daily cap right? I was in two minds of the introduction of free travel for seniors. The fares are well affordable in relation to the overall economy. It's just going to put pressure on BCC future budgets and rate rises to subsidise free travel. I think council just jumped the gun when they could of waited for the outcome of Next Generation Ticketing types and how they will be calculated.

[ozbob]

Yes, two paid daily journey cap.  That is why it is not that common to actually get the 50% after 8 paid journeys on Seniors go cards.

The daily two paid journey cap would be a lot more equitable if it was just a flat amount like the other states eg. NSW.

There are ways to get ' value ' out of the two daily paid journey cap.  For example if a Senior who lives in say Goodna, is going to the Gold Coast for the day.  Touch on at Goodna, get off at Taringa.  Have a leisurely breakfast, touch back on after an hour.  Go through to say Central.  Touch off, wait an hour, two paid journeys completed.  Free travel from that point. 

Disclosure:  Proud owner of Seniors go card 

[ozbob]

Couriermail --> 2.5 million commuters slugged for not touching on/off, only 10 per cent reimbursed

TransLink has reaped over $25 million in the past two years from commuters who are forgetting to touch on or off during their journey, new figures show.

But commuters who are regularly slugged the cash-cow penalty are being urged to check their Go Card history and request a refund, as experts say there is a little-known way to easily get the penalty reimbursed.

The Courier-Mail can reveal 2.5 million Go Card journeys last financial year were surcharged a so-called "fixed fare" for failing to touch on or off during their journey.

Adult train commuters are penalised $10 each time and bus and ferry commuters $5, but these can be adjusted to a normal fare by contacting TransLink and getting them to compare journey histories.

Data released by TransLink exclusively to The Courier-Mail shows that of the 2,581,693 "fixed fares" charged in financial year 2019-20, only a minuscule 227,722 or 8.8 per cent of these journeys were adjusted.

This made TransLink $11.7 million last financial year, slightly down from $13.5 million in 2018-19 due to commuters staying home during the COVID-19 pandemic.

Despite the low reimbursement rate, TransLink insists the scheme is fair and said customers needed to check card readers when heading through busy stations.

"Everyone has busy lives and occasionally customers can forget to touch on or off or touch off incorrectly by mistake would receive a fixed fare," a TransLink spokesman said.

"Go card readers provide alerts when touching on and off, with green lights when a customer touches their card on or off correctly, and red lights when a Go card has not tapped correctly," the spokesman said.

The spokesman said only two per cent of total journeys by public transport last financial were stung by fixed fares and claimed it was "easy and convenient" for commuters to adjust their penalties.

Rail Back on Track president Robert Dow said that fixed fares were a "fact of life" on the network, but said transport users often didn't pick up that they'd been charged.

"(The Go Card readers) are old and they can be difficult to see," Mr Dow said.

"We've found that in many cases, people aren't aware they're getting a fixed fare."

He said faded screens on Go Card readers meant some people didn't realise their card hadn't registered.

"Our advice is for people to check their history on their Go Card at least weekly."

"People often don't pick up those cues, people don't often understand it hasn't worked properly."

Mr Dow said he hoped the new smart ticketing system currently being rolled out to replace the current Go Card system would fix these issues.

QUT Business School professor Dr Gary Mortimer said direct sunlight made it difficult to read the go card machines.

"I'll been stung a couple of times," Dr Mortimer said.

"It's very easy to do when distracted, especially when getting off a train."

"If it happens twice a month, there's $20 that goes missing.

"Over a year going back and forth between town, that $20 a month can add up."