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

[techblitz]

Translink need to lift thier game with better communication when dealing with fixed fares and the resulting wasted phone calls by commuters who have been inconvenienced by faulty/out of service card readers...

[ozbob]

^

Twitter

Robert Dow ‏@Robert_Dow

@scottemersonmp @SteveMinnikinMP @TransLinkSEQ @TMRQld We have had enough! Any chance of sorting it?? Thanks http://railbotforum.org/mbs/index.php?topic=432.msg137277#msg137277 ... #qldpol

[Golliwog]

Question,

Monday night I was unable to tag off at my station, the storm took out all the go-card readers.  When I tagged on next day and got the fine, I rang translink to get it adjusted, as I didn't want it to mess with my my free after 9 thing.  The guy at translink would not make the adjustment, because the fine was less than fare, i said that i would like it adjusted, he said it was policy not to adjust it if the fine was less than the fare and that was that.

And after reading some of the other comments in this thread, I get the impression that I should have been able to get my fine adjusted?

Either way it messes with the 9 and free as the 'corrected' fare is just refunding the difference usually. Every time I've had it done you need to contact a second time (or just wait until after you've started the free trips and get both done at the same time) to have your 10th fare then made free, which you should still be entitled to, so if you call up and ask for the 10th fare you paid to be refunded and point them at the fixed fare, you should be able to get it refunded as well.

[ozbob]

New fare gate array Edward St side Central opened today ..





Photographs R Dow 20th January 2014

[longboi]

Looking good!

[ozbob]

Sent to all outlets:

23rd January 2014

" Customer " service ?

Greetings,

Yesterday I became aware of another regular go card user being threatened and told to leave a bus because TransLink had cancelled his auto-top up on the go card and failed to notify the user.

Basically it went like this:

On boarding his regular pre paid P157 at the Myer Centre yesterday afternoon he got an "insufficient funds" message.

Pleading his innocence to the driver only ended when the driver ordered him off the bus and threatened to make an emergency call if he didn't comply.

He complied, left the bus and rang Translink to see what had happened to his auto top up.  The lady said the auto top up was cancelled at 9am.

He asked why he had not been contacted during banking hours so he could sort out the obvious problem with his account?

He was of course extremely disappointed with the Translink service.

He was lucky that they own a car and his wife picked him up.

Other individuals may not be so lucky and would have to consider fare evasion, begging, sleeping rough, hitch hiking or walking all night to get home.

Most people are normally happy to use go card and just ask that the system doesn't prevent people that are not normally evading fares ending up getting treated like a criminal.

Little wonder that punters in SEQ are starting to get a massive fare rage, bizarre fare system, worlds most expensive fares and treated like criminals.

Fix the fare system, treat people with some courtesy please.  Encourage bus drivers to use some professional judgement and commonsense when needed.

Best wishes
Robert

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

[Otto]

There is a widespread problem with go cards on the bus network this weekend. I've had about 1 in 20 go card users experience problems with being unable to touch on. Other drivers are also reporting the same.
If you have one of the affected go cards, you will have a "seek assistance" message. The drivers console will show "bad tables".
If you have this problem with your card and cannot touch on, please remember to NOT touch off on your way out.

another dog post using Tapatalk paw.

[techblitz]

There is a widespread problem with go cards on the bus network this weekend. I've had about 1 in 20 go card users experience problems with being unable to touch on. Other drivers are also reporting the same.
If you have one of the affected go cards, you will have a "seek assistance" message. The drivers console will show "bad tables".
If you have this problem with your card and cannot touch on, please remember to NOT touch off on your way out.

another dog post using Tapatalk paw.

witnessed 2 such instances today on 110 (customer turned away)  and 340 (customer let on)

[James]

Saw this happen to one passenger on the 199. They opted to pay for a paper single. Bus driver "discounted" their ticket from $6.10 (2 zones) to $5.20 (1 zone). I'm not sure what was worse - the fact that it cost them $5.20 to travel two/three stops, or the fact they actually bothered catching a bus to go about 1km.

[Otto]

Should not have been charged at all.  Free ride if that happens. Not the customers fault.

another dog post using Tapatalk paw.

[ozbob]

There is a widespread problem with go cards on the bus network this weekend. I've had about 1 in 20 go card users experience problems with being unable to touch on. Other drivers are also reporting the same.
If you have one of the affected go cards, you will have a "seek assistance" message. The drivers console will show "bad tables".
If you have this problem with your card and cannot touch on, please remember to NOT touch off on your way out.

another dog post using Tapatalk paw.

witnessed 2 such instances today on 110 (customer turned away)  and 340 (customer let on)

Farce .. thanks TB James and Otto ...

I have sent the following to the authorities:

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

27th January 2014

G'day,

Heads up.  We have some reports of a widespread problem with go cards on the bus network this weekend.  Some drivers have reported about 1 in  20 go card users being unable to touch on.  The user sees a ' seek assistance' message and drivers' consoles will show bad tables.

Most drivers seem to be aware of what is happening and pax are allowed to board and travel for free. It is NOT the punters problem.

The very alarming thing is that some people are being denied boarding, for what is a system fault.  This is most unsatisfactory.  Many of them do not have money etc.

We have reports of people being turned away.

Pretty poor effort don't you think?

Cheers
Robert

[ozbob]

Letter to the Editor Queensland Times 27th January 2014 page 9

Fare rage is really starting to grow

[ozbob]

There is a widespread problem with go cards on the bus network this weekend. I've had about 1 in 20 go card users experience problems with being unable to touch on. Other drivers are also reporting the same.
If you have one of the affected go cards, you will have a "seek assistance" message. The drivers console will show "bad tables".
If you have this problem with your card and cannot touch on, please remember to NOT touch off on your way out.

another dog post using Tapatalk paw.

witnessed 2 such instances today on 110 (customer turned away)  and 340 (customer let on)

Farce .. thanks TB James and Otto ...

I have sent the following to the authorities:

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

27th January 2014

G'day,

Heads up.  We have some reports of a widespread problem with go cards on the bus network this weekend.  Some drivers have reported about 1 in  20 go card users being unable to touch on.  The user sees a ' seek assistance' message and drivers' consoles will show bad tables.

Most drivers seem to be aware of what is happening and pax are allowed to board and travel for free. It is NOT the punters problem.

The very alarming thing is that some people are being denied boarding, for what is a system fault.  This is most unsatisfactory.  Many of them do not have money etc.

We have reports of people being turned away.

Pretty poor effort don't you think?

Cheers
Robert

Can anyone please give approximate dates times and service numbers when this has been experienced or observed please? 

Thanks.

[techblitz]

yo...

26th jan 2014

110 inbound @ annerley junction 26th jan 10.45am (passenger had no money so was denied boarding)  tried his card both readers about 5 times each

340 inbound @ kedron brook bus station 3.05pm (passenger let on with warning from bus driver)

times listed are the times passengers boarded.

[Otto]

Have heard from other drivers that this has been happening on Saturday ( I was rostered off ) and yesterday. Will see if it happens again today when I start work later on.
Seemed to be random gocards ( Blue, Green, Maroon ).
Situation did not seem to be any different regardless of route I was doing.
2 Pax had told me yesterday they have had the same thing happen on each bus they have boarded for the day.
Will update on situation late today.

[ozbob]

Thanks TB and Otto .. 

[James]

New Farm bound 199... didn't pay attention to the time of arrival, just remember there being a bit of a fuss. Was around 3:30pm. It was either a Toowong or Sherwood-based service - not the same depot which Otto operates out of/techblitz's services came from, so driver may not have known.

[ozbob]

New Farm bound 199... didn't pay attention to the time of arrival, just remember there being a bit of a fuss. Was around 3:30pm. It was either a Toowong or Sherwood-based service - not the same depot which Otto operates out of/techblitz's services came from, so driver may not have known.

  thanks ..

[Otto]

Problem is still occurring. From my chats to pax , it seems if you have one of the affected cards, the problem will be ongoing with your card until TL fix the issue.

another dog post using Tapatalk paw.

[longboi]

Problem is still occurring. From my chats to pax , it seems if you have one of the affected cards, the problem will be ongoing with your card until TL fix the issue.

another dog post using Tapatalk paw.

Was this the information given to these pax by TransLink? If so, what were they told to do in the interim?

Can anyone confirm if this is happening multiple times on the same routes/stops?

I have an idea of what could be happening if this is the case.

[ozbob]

Well done Otto et al.  Issue resolved .. thanks TransLink for sorting.

Message from the authorities:

It was a programming issue, all fixed now.

What people should do if they have an issue is contact TransLink and we can sort it out.

We anticipate maybe less than 100 issues, related to BCC and only on Transfers.

Most drivers have been sensible and just let people on the bus, if there are any instances where people haven't been accommodated, we will sort it out.

Thanks again for the heads up, we really appreciate it!

The last thing we need is a meltdown on a normal day.  Good work all!

[Otto]

*happy*

another dog post using Tapatalk paw.

[Brisbanite]

Well done Otto et al.  Issue resolved .. thanks TransLink for sorting.

Message from the authorities:

It was a programming issue, all fixed now.

What people should do if they have an issue is contact TransLink and we can sort it out.

We anticipate maybe less than 100 issues, related to BCC and only on Transfers.

Most drivers have been sensible and just let people on the bus, if there are any instances where people haven't been accommodated, we will sort it out.

Thanks again for the heads up, we really appreciate it!

The last thing we need is a meltdown on a normal day.  Good work all!

Hey everyone, newbie here. Hope I'm posting correctly!

I've asked Translink for a refund of my first journey as my first journey on Monday had the red light/ seek assistance message and the bus driver kindly told me to get a new card because of the software issue, which I did. 

Translink declined to refund my first journey on the older card and said my only option is to send them my old card to be tested, and "Once an error has been identified, TransLink can then refund the 10th journey made on your new go card." My older card read fine at the news agent's - it's the Gocard system that's the problem. So given the older Gocard is unlikely to 'test' faulty, what are my options?? I've already given Translink my GoCard numbers and they've already said they won't refund unless the Gocard tests faulty.

Suggestions?? Thanks.

[ozbob]

Welcome Brisbanite!

Clearly a communication issue at TransLink/call centre.  Ring up again and request you speak to a supervisor.  Point out that there was a system issue over the weekend (confirmed by TransLink)and they should check it out with the go card people at TransLink.  The call centre is not TransLink.

Cheers

[Brisbanite]

Thanks very much OzBob and everyone who posts on here! Without your forum, I would've thought I was the only one raising the issue even though I was one of a number of people trying to get on buses Monday and were turned away.

I will try again... Thank you for your suggestion. Have a great day!

[ozbob]

No worries.  I was very angry when I found people were being denied boarding over the weekend.  Most bus drivers woke up to the fact there was an issue, but sadly some did not!   The least they can do is seamlessly facilitate adjustments as needed.   

[Brisbanite]

Problem is still occurring. From my chats to pax , it seems if you have one of the affected cards, the problem will be ongoing with your card until TL fix the issue.

another dog post using Tapatalk paw.

Was this the information given to these pax by TransLink? If so, what were they told to do in the interim?

Can anyone confirm if this is happening multiple times on the same routes/stops?

I have an idea of what could be happening if this is the case.

Hi Nikko, in case you are still interested in a response to this: I can confirm people on the 140 route on the southside still had this problem yesterday arvo, I had to step in with an elderly gentleman who had the red light/ seek assistance message and say to the driver it seems to be a system issue and not the gentleman's card. The driver kindly let the gentleman on in this instance.

There were a few more I saw but in those instances, the students/ young people just got off the buses they were boarding (I assume to try another one) rather than stand and debate the issue.

[Otto]

Hi ozbob.
Had 2 more instances of the problem that occured over the weekend happen again last night.  :conf
Will see how today pans out when I start work tonight.

[PollyWouldLikeASeat]

Programming issue was not fixed yesterday, did a trip on a bus yesterday lunchtime that messed up my go-card.  When I tried to touch on at central yesterday afternoon, I got the big red cross, tried two other readers, not joy, went to a manned gate, no joy. Was sent to the ticket office at central, the lady at the counter said my go-card was fine but the last trip information was corrupt and I needed to get the call centre to fix it. They let me thru the gates at central, so I got a free trip home.  When I got in touch with the call-centre, they deleted the corrupt trip and everything was working again this morning.

[ozbob]

Thanks. I have advised TL that issue is still occurring.  Also received advice that Brisbanite ^ has had the correct adjustment now made.  Good!

TransLink have again confirmed it is a system issue.  Hopefully all at the call centre are aware of it by now ..

Hopefully all bus drivers have been made aware as well ..

Onwards!  Go!!   

[minbrisbane]

I've just seen 4x more on my way home.

[ozbob]

I've just seen 4x more on my way home.

^ were pax allowed to travel?

[minbrisbane]

Yes, the driver had no idea what was happening, still let them on.

[ozbob]

Yes, the driver had no idea what was happening, still let them on.

Thanks.

[Otto]

Yep, still happening. Advising Pax to call TL.
Thankfully no where near as many cards affected as was on the weekend.

another dog post using Tapatalk paw.

[ozbob]

Thanks Otto.

[ozbob]

It would assist if you could give routes and times that issues observed.  Thanks.

[techblitz]

110 inbound @ moorooka shops (moorvale) 5.58pm
customer pulled out his money but  driver said not to worry and let him on

[Otto]

No problems with GoCards on Thursday. Had a busy day with good loads..

[ozbob]

No problems with GoCards on Thursday. Had a busy day with good loads..

Thanks!