Article: New Oyster system to help customers pay the correct fare

[ozbob]

Like to see this implemented on the go card ...

From Transport for London click here!

New Oyster system to help customers pay the correct fare

New Oyster system to help customers pay the correct fare

05 September 2011

A new system will help Oyster passengers who occasionally forget to touch out.

We are always trying to make the Oyster system easier and more efficient and this is just another example of us listening to our customers and making the improvements needed.
Shashi Verma, TfL Director of Fares & Ticketing

As part of a series of innovations to improve customers' experience of Oyster, Transport for London (TfL) has introduced a new facility for Oyster pay as you go customers who occasionally forget to touch out at the end of their Tube, DLR, Overground or National Rail journey.

Under Oyster terms and conditions, customers who do not touch out to complete their journey are charged the maximum Zone 1-6 fare.

But TfL has set up a new system so that if a passenger occasionally fails to touch in and out then Oyster will aim to calculate their likely journey and charge the appropriate fare.

More ...  --> http://www.tfl.gov.uk/corporate/media/newscentre/20905.aspx

[ozbob]

Sent to all outlets:

8th September 2011

Go grief

Greetings,

RAIL Back On Track receives constant feedback on problems go card users have with fixed fares, and seeking refunds.  Lately, legitimate requests for adjustments have had to be challenged.  This is not a good situation as it creates a sense of mistrust  with go card users.
See -->  http://railbotforum.org/mbs/index.php?topic=432.msg67353#msg67353

Transport for London, that has the Oyster Card (same 'family' as the go card) has announced a system where they will automatically refund fixed fares if a user occasionally does not register a touch correctly.  This is the direction that TransLink needs to move with the go card.

We are still waiting for the conditions of use of the go card to be brought up to date.  Why should the onus of failure be pushed onto go card users?  Time to fix it please.

http://www.tfl.gov.uk/corporate/media/newscentre/20905.aspx

New Oyster system to help customers pay the correct fare

05 September 2011

A new system will help Oyster passengers who occasionally forget to touch out.

We are always trying to make the Oyster system easier and more efficient and this is just another example of us listening to our customers and making the improvements needed.
Shashi Verma, TfL Director of Fares & Ticketing

As part of a series of innovations to improve customers' experience of Oyster, Transport for London (TfL) has introduced a new facility for Oyster pay as you go customers who occasionally forget to touch out at the end of their Tube, DLR, Overground or National Rail journey.

Under Oyster terms and conditions, customers who do not touch out to complete their journey are charged the maximum Zone 1-6 fare.

But TfL has set up a new system so that if a passenger occasionally fails to touch in and out then Oyster will aim to calculate their likely journey and charge the appropriate fare.
Guidance from journey histories
Around 1,500 customers a day are already benefitting from the new system that looks at passengers previous journeys.

If the passenger fails to touch out then the system will attempt to calculate what the fare should have been had they done so.

A refund of the difference will then be provided and can be picked up when the customer next uses their regular station.

However refunds will only be provided where it is possible for the system to make an accurate assumption of where the journey was likely to have begun and ended.

More -- http://www.tfl.gov.uk/corporate/media/newscentre/20905.aspx

Oyster card of course has fares that actually encourage public transport use.  Plenty of room to move in that space with the go card as well.

Best wishes
Robert

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

[O_128]

best thing is no matter how many trips you take on PAYG you will only get charged the maximum paper ticket for zones travelled.

Cubic runs Oyster so why can't we just take there system and lay it over ours?

[dwb]

Cubic runs Oyster so why can't we just take there system and lay it over ours?

Because it is not ours...

[ozbob]

Media release 9th November 2012

SEQ: Go card - call for auto-adjustment of fixed fares

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport passengers has called for the automatic adjustment of fixed fares on the go card where it is clear it is a system fault or when a user occasionally forgets to touch off.

Robert Dow, Spokesman for RAIL Back On Track said:

"The latest TransLink Tracker indicates that fixed fares are occurring at 2.1% of all trips and the adjustment rate is only 11 per 10,000 trips which is equivalent to 0.11%.  This means that only 1 in 19 fixed fares is actually being adjusted (1).  The low adjustment rate may reflect some fare evasion, but more importantly the time it can take for many to seek adjustments.  In  other cases users may not actually be aware that they have received fixed fare penalties unless they actively check their go card histories regularly."

"London's Oyster card, a close 'cousin' of the go card has a facility whereby Oyster card customers who clearly forget to touch off, a refund of the difference between the penalty fare (fixed fare) and actual fare is refunded automatically (2)."

"In view of the high number of fixed fares that are not adjusted on the go card system TransLink should consider introducing such a facility on the go card.  This will in turn give users more confidence in the go card system. This facility would also be important if the quantum of fixed fares is increased (3)."

References:

1. http://translink.com.au/resources/about-translink/reporting-and-publications/2011-12-quarterly-report-apr-to-jun.pdf

2. New system helps Oyster customers pay right fare http://www.tfl.gov.uk/corporate/media/newscentre/metro/20976.aspx

3. http://translink.com.au/tickets-and-fares/go-card/fixed-fare

Contact:

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

[ozbob]

Sent to all outlets:

10th November 2012

Re: SEQ: Go card - call for auto-adjustment of fixed fares

Greetings,

As evidenced by feedback on the Brisbanetimes blog, there is much go grief around. 
See --> http://www.brisbanetimes.com.au/queensland/thousands-claim-free-bus-rides-20121108-290y3.html#comments

We also receive a lot of direct feedback, herewith typical example:

I think there needs to be an inquiry into translink charging. For example, (1) I have been charged for a 10th trip in a week at 3 times that I had to call Translink and get a refund, (2) getting charged two $10 penalties (totalling $20) at the exact same time - the time, date, station was identified!

The gocard software and hardware is flawed. There are no safeguards built in like mentioned here, and it costs money to call Translink to get a refund.

And a big gripe I have, is why do we pay peak fares when the off-peak timetable is operating?

Many are not happy with they way they are being treated.  It is time TransLink and the Government lifted their game with respect to the constant errors and problems with the go card.

Auto adjustment of fixed fares would go a long way to placating go card users.  Other jurisdictions do have a true 'customer focus' ...

Best wishes
Robert

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

Media release 9th November 2012

SEQ: Go card - call for auto-adjustment of fixed fares

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport passengers has called for the automatic adjustment of fixed fares on the go card where it is clear it is a system fault or when a user occasionally forgets to touch off.

Robert Dow, Spokesman for RAIL Back On Track said:

"The latest TransLink Tracker indicates that fixed fares are occurring at 2.1% of all trips and the adjustment rate is only 11 per 10,000 trips which is equivalent to 0.11%.  This means that only 1 in 19 fixed fares is actually being adjusted (1).  The low adjustment rate may reflect some fare evasion, but more importantly the time it can take for many to seek adjustments.  In  other cases users may not actually be aware that they have received fixed fare penalties unless they actively check their go card histories regularly."

"London's Oyster card, a close 'cousin' of the go card has a facility whereby Oyster card customers who clearly forget to touch off, a refund of the difference between the penalty fare (fixed fare) and actual fare is refunded automatically (2)."

"In view of the high number of fixed fares that are not adjusted on the go card system TransLink should consider introducing such a facility on the go card.  This will in turn give users more confidence in the go card system. This facility would also be important if the quantum of fixed fares is increased (3)."

References:

1. http://translink.com.au/resources/about-translink/reporting-and-publications/2011-12-quarterly-report-apr-to-jun.pdf

2. New system helps Oyster customers pay right fare http://www.tfl.gov.uk/corporate/media/newscentre/metro/20976.aspx

3. http://translink.com.au/tickets-and-fares/go-card/fixed-fare

Contact:

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

[ozbob]

Couriermail --> Huge workload for TransLink as hundreds of go card users seek refunds each day after being overcharged

MORE than $100,000 a month is being refunded to go card users because of technical problems.

Transport and Main Roads data shows $770,846 was repaid to commuters who were charged fixed fares incorrectly in the six months to May 2013. Fixed fares are charged if a passenger does not touch on or off properly and can occur if equipment is malfunctioning or when a power outage occurs.

Almost 700 customers a day are seeking refunds of $5 to $10 creating a huge workload for Translink staff.

Robert Dow from commuter advocacy group RAIL Back on Track said there was a simple solution.

"London's Oyster card, which is a close cousin to the go card, has an automatic adjustment system,'' Mr Dow said.

"So if the customer gets the odd fixed fare, the system will scan through and automatically adjust. It means people don't have to worry about constantly checking their history.''

A spokesman for Transport Minister Scott Emerson said go card technology was unable to perform automatic adjustments.

"While there is ongoing advancement in support technology in smartcards there are no current plans to change the go card system," the spokesman said.

[ozbob]

Interview on 4BC News Talk 1116 this morning on go card fixed fares.  Thanks for the opportunity.

ABC Gold Coast 8.35am interview scheduled as well. (ED: new time)

Some quick facts  --> http://translink.com.au/resources/about-translink/reporting-and-publications/open-data/2013-jun-snapshot.pdf

From 1 Jul 2012 to 30 Jun 2013, average weekly trips 3.38 million.

Go card use around 85%  so average go card trips weekly = 2.87 million go card trips.

Average go card adjustment - 17.48/10000 = 0.175% of trips adjusted.

Average % of fixed fares of all go trips =2.20%

So average daily fixed fares = 2.87 M / 7  * 2.20% = 9020 fixed fares on average daily.

Only 1:13 fixed fares actually adjusted ....

[ozbob]

4BC News Talk 1116

Issues with go cards
Posted by: Staff writer | 1 August, 2013 - 8:41 AM
go cards

4BC Breakfast:  It's been reported today that more than $100,000 a month is being refunded to go card users because of technical problems.

Almost 700 customers a day are seeking refunds of $5 to $10 after being charged fixed fares incorrectly, creating a huge workload for Translink staff as well as a headache for those patrons who have been overcharged.

Commuter Advocate, Robert Dow joins Kim and Mary to talk about how this problem can be fixed.

Click --> here!

[auspup]

The Oyster system would be based on a completely different platform. It would be an expensive exercise if TransLink changed over. It's possible, but do they have the budget ?

[ozbob]

Welcome Auspup!  Would be costly with the present arrangements.  But moving forward with the next contract should be put in place.

[Gazza]

The Oyster system would be based on a completely different platform. It would be an expensive exercise if TransLink changed over. It's possible, but do they have the budget ?

Depends...What is the cost of having an army of people (Which could be downsized) processing refunds over the phone?