Suggestions for improving the Go Card!

[WTN]

I like that larger iFare touchscreen for driver, but what about some sizable info screens for passengers when they touch on/off?  A larger display makes it easier to read the fare when you're touching off in a hurry!

Another idea that's been brought out before is not penalising users when they can't/forget to touch off, then touch back on within a short time, but just transfer them.  Not only can it save a lot of refund headaches, but can also improve the speed of transfer if the 2nd service is already waiting.  Eg, touch on the connecting bus without having to touch off the train.  Or even touch off a bus and the system touches you on the train for faster boarding.  No need to run around the platform trying to find a working go card reader at the last minute.  Perth AFAIK does something like this when buses stop inside the "gated" area of a train station.

On the topic of finding go card readers on platforms, it would be helpful to make them more prominent at busier stations (eg Corinda and Caboolture).  Couple those big bright green stickers with overhead signage where possible like they have at Central/Roma Street.  Makes things easier when travelling to an unfamiliar station.

[Jon Bryant]

The lastest technology now being rolled out in London, Hong Kong, etc. etc, allows you to use a mobile phone, with the fair included on your phone bill, other smart cards or using your credit and debits card.  Whilst there is limited security on the credit/debit card it is assumed a thief is not going to use it on a system that tracks the card movements in real time.  Would be interest if the Cubic system is interoperable with these new technologies.

Dosen't solve the current fare structure problems but it would make the system accessible to a greater number of casual users.

[dwb]

My suggestion for improving Go card - value based monthly caps:
http://FairFares.googlepages.com/translinkgocardcap

[mch]

Go Card penalties are a problem.

Why not just average out the last 3 or five journey costs as use that as a default charge.
I most cases, people travel regularly between the same places, so this would work in most cases.
The on-line refund application is a good idea. Sure they can't ask you specific questions, but from my experience, they don't seem to listen anyway.  I have never had a win at getting a refund and have found the call a waste of time.
I don't have any more trouble as I just use monthly tickets.  Saves all that worry.

[justanotheruser]

Change the rules so a childs go card can be registered without an adult providing a credit card.

Not ev eryone has a credit card GRRR.

[dwb]

@MCH

I don't have any more trouble as I just use monthly tickets.  Saves all that worry.

You'd better get used to Go card, monthly tickets up going up in cost a fair bit from Jan 4 and won't be offered from sale within about 14months under the recent fare changes announced.

@justanotheruser

Change the rules so a childs go card can be registered without an adult providing a credit card.
Not ev eryone has a credit card GRRR.

I believe this is something to do with legalities/ terms of use/ contract... ie children can't enter into a contract. The 'debt' ability of the card is probably why.

Although I am really frustrated that you can't log in on the web unless you register! There is no reason why the default log in shouldn't be the last four digits on the card, personalisable when you first log in, and resettable at an Automatic Fare Machine.

[p858snake]

@justanotheruser

Change the rules so a childs go card can be registered without an adult providing a credit card.
Not ev eryone has a credit card GRRR.

I believe this is something to do with legalities/ terms of use/ contract... ie children can't enter into a contract. The 'debt' ability of the card is probably why.

Although I am really frustrated that you can't log in on the web unless you register! There is no reason why the default log in shouldn't be the last four digits on the card, personalisable when you first log in, and resettable at an Automatic Fare Machine.

Um... It could still legally go into the parents name without a credit card.....

[justanotheruser]

I believe this is something to do with legalities/ terms of use/ contract... ie children can't enter into a contract. The 'debt' ability of the card is probably why.

this is silly. If the debt ability is there what do they do in my case? i currently have an unregistered card. I can register it without a credit card. They have no way of tracking me down so it seems silly. Or do I misunderstand things? Does the child card work differently?

In any case the Queensland govt already allows children to sign agreements. They just have to be co-signed by a parent/guardian. So there doesn't seem to be a legal reason as such it is rather just the way it is set up.

The response I received from Translink was

Thank you for contacting TransLink regarding your gocard enquiry.

Unfortunately at this stage, it is not possible to register your child?s gocard without supplying credit card details.  I have certainly passed on your concerns to the gocard team for their information and attention.

Should you require further information regarding this issue, or any other matter, please visit the TransLink website at http://www.translink.com.au/ . Alternatively, the TransLink Call Centre is available 24 hours a day, seven days a week on 13 12 30.

Don't know what good contacting them would do. I'd just get the same response.

[mch]

Improved messages ? more meaningful (better displays that can display more characters)

Machines need to be protected from weather and glare from the sun.

More machines ? as line ups for detraining passengers often occur.

A better system for incorrect touches or failing to touch ? possibly use an average of the last 3 or 5 trips as this will give a more accurate cost.  Make refund applications easier and more like retail requirements (customer get benefit of the doubt, not the other way).

Better incentives for using it ? not the big stick of exorbitant rises in prices, but proper discounts for using it.

Better training for staff so they can honestly help passengers to get the most out of it.
Eg Using the ticket machine to look at recent transactions and possibly highlighting touch penalties with information on how to apply for fare correction.

Better signage with instructions for use including screen shots of messages.

[justanotheruser]

A better system for incorrect touches or failing to touch ? possibly use an average of the last 3 or 5 trips as this will give a more accurate cost.  Make refund applications easier and more like retail requirements (customer get benefit of the doubt, not the other way).

customers getting the benefit of the doubt is actually just a individual shop policy not law. There are only two reasons a shop is required to refund or exchange (customers choice) and they are
1. A product is faulty when purchased
2. A product does not do what it can reasonably be expected to do (this is why extended warranties are a ripoff on white goods. you already have that by law!)

[verbatim9]

They need to introduce automatic capping for multiple daily, weekly and monthly journeys. The new fare structure at the moment is almost double to what people were paying before? I am sure the minister is aware of this situation! Any chance of a software update on the Go Card server to cater for capping of fares?

[Sir Loin]

It angers me that you cannot dispute a transaction online. I have to pay for a phone call, in order to get my $2 back Claiming 'privacy rights doesn't allow this' is a copout, just allow a dispute function via the log-in/password function.

Lodging a complaint online is free, why should we be punished further for their mistakes?

[Nina M Blackwell]

Perhaps the capability of transferring balances on registered cards to new cards should be given to users.  Currently, GoCard advises it can take up to two weeks to effect the transfer, and as stated earlier in this thread, if your student child is 15 years old, he has to contact GoCard himself.  Silly.

[ozbob]

springwise.com --> Restaurant chain accepts public transport card for loyalty rewards

[verbatim9]

Wander if the Go Card will go down the same path as London's Oyster with an upgrade to accept Pay-pass and Visa Pay-wave. Definitely a good initiative for casual users of a public transport systems as well as tourists. Something for the Comm games ? http://www.rail.co/2011/02/24/tfl-announce-london-to-lead-the-way-with-new-ticket-technology/

[Mr X]

For tourists, could TL introduce a limited life go card whereby the tourist purchases a card with normal prices, uses it around the network, and once they leave they can return it to a go card enabled retailer for a refund on their deposit and any remaining funds that they haven't used? If the balance is negative, they get a reduced deposit back.

[somebody]

For tourists, could TL introduce a limited life go card whereby the tourist purchases a card with normal prices, uses it around the network, and once they leave they can return it to a go card enabled retailer for a refund on their deposit and any remaining funds that they haven't used? If the balance is negative, they get a reduced deposit back.

The standard product does that.  No need to introduce a new product.  Just improve the education.

[ozbob]

From the Quest City News 22nd March 2012 page 5

Push for better system of fares

[SurfRail]

For tourists, could TL introduce a limited life go card whereby the tourist purchases a card with normal prices, uses it around the network, and once they leave they can return it to a go card enabled retailer for a refund on their deposit and any remaining funds that they haven't used? If the balance is negative, they get a reduced deposit back.

The standard product does that.  No need to introduce a new product.  Just improve the education.

There is a tourist product still coming, although they have not finalised it.  It won't be a cheap disposable - the thinking behind it is actually a bit more involved than that.

[Derwan]

Wander if the Go Card will go down the same path as London's Oyster with an upgrade to accept Pay-pass and Visa Pay-wave. Definitely a good initiative for casual users of a public transport systems as well as tourists. Something for the Comm games ? http://www.rail.co/2011/02/24/tfl-announce-london-to-lead-the-way-with-new-ticket-technology/

This is certainly the logical way to go.  It will virtually eliminate the need for a tourist product - and will cater for people who only occasionally use public transport.

As a regular user, I'm not sure if I'd like every trip (i.e. leg of a journey) appearing as a separate transaction on my credit card transaction list.  Depending on how it's implemented, I think I'd still prefer having a separate card - with auto top-up enabled.

[Stillwater]

Look what happens with Merseytravel at Liverpool, home of the new Translink CEO.

http://www.merseytravel.gov.uk/promoarticle.asp?articleid=1814&catid=3

[colinw]

There's no reason why Paywave / Paypass couldn't be tied to a "virtual Go Card" account with a balance, then only debit the card when a certain threshold was reached.  E.g. if you tag on and the balance is < $10, it takes funds to top you up by a pre-configured amount. Then the behaviour would be little different to tying your credit card to it like we do now.

Go Card is a concept, not a specific blue coloured thingy in your wallet.  As long as it can determine who you are when you tag on/off, and access a source of funds to top up, it will work.  Heck, implant a chip in your wrist and that would do.

[Derwan]

There's no reason why Paywave / Paypass couldn't be tied to a "virtual Go Card" account with a balance, then only debit the card when a certain threshold was reached.  E.g. if you tag on and the balance is < $10, it takes funds to top you up by a pre-configured amount. Then the behaviour would be little different to tying your credit card to it like we do now.

I would hope it'd be like buying songs and apps in iTunes.  Buy the first song/app and it does an "authorisation" to confirm the stored credit card is still valid.  (This step wouldn't be necessary with paywave/paypass.)  You can then buy a few songs/apps - and after a set period (about a day or so without buying anything else), the total amount is charged to your credit card.

I'd prefer to see it as a postpaid charge rather than prepaid.  This would cater for tourists and occasional users better.

[ozbob]

Campaign Brief --> Brisbane's the hoopla family helps TransLink take the high road with public transport advertising

[Nina M Blackwell]

Has anyone noticed that since the fare increases, the denomination choices on the top up machines are inadequate?  For instance, $100 is not enough for a fortnight worth of commuting from Cleveland to the CBD.  The next increment is $150.  I have been doing two transactions on each payday.  Apparently the Ormiston ticket window can do $125 on Eftpos but is not available in the evening when you have more time.  I think one of the lower denominations might be forfeited to make space for a $120 or $125.  Anyone agree?

[Derwan]

the denomination choices on the top up machines are inadequate

Just set and forget auto top-up.  You'll never have to go near a machine again!

It's $20 increments between $20 and $200 for each auto top-up.

[Fares_Fair]

Campaign Brief --> Brisbane's the hoopla family helps TransLink take the high road with public transport advertising

Anybody know how much it is to advertise in the poster section of the carriages?

[Golliwog]

Campaign Brief --> Brisbane's the hoopla family helps TransLink take the high road with public transport advertising

Anybody know how much it is to advertise in the poster section of the carriages?

No idea, couldn't see anything on the QR website either, maybe just give them a call/email and ask about it? http://www.queenslandrail.com.au/CustomerService/Pages/ContactUs.aspx

[ozbob]

Interesting ..

Market Watch --> Cubic Introduces Account-Based Open Payment Platform for Next Generation Contactless AFC Systems

[Jonno]

Interesting ..

Market Watch --> Cubic Introduces Account-Based Open Payment Platform for Next Generation Contactless AFC Systems

This technology has the potential to revolutionise the casual and tourist rider space plus the introduction of employee accounts!!  Bring it on now!!! Not too far off is swipe your phone!!

[Jonno]

Still need to fix the fare structure!!

[ozbob]

Update to TransLink's go card user guide --> http://railbotforum.org/mbs/index.php?topic=5149.msg102707#msg102707

Maximum journey time now extended to 6 hour ...

[verbatim9]

A few pics from San Diego smart card vending machines 2 bucks a card and programmed for daily weekly's etc.....

[somebody]

Looks very Cubic-like.

[Fares_Fair]

Debacle this morning trying to top up my GoCard.
Was directed to leave feedback at the website on THE FORM!

I tried to do so but it would not submit despite being within the character limit and all details filled in.
So... here it is here.

TRANSLINK you have my permission to cut and paste this into the jolly form.


I went to top-up my goCard at Palmwoods this am via EFTPOS, as the staff had not opened the station. I normally use staff (Lee) as she is always helpful, friendly & efficient.
1. I tried to top up my go card for $200 via EFTPOS at the AV machine at Palmwoods this AM. (goCard had about $20 left on it)
It did not read my card and gave no signage or indication why it would not work!
2. There was nothing on the machine that told me that I could NOT top-up via EFTPOS for $200. (my regular top-up amount), luckily a person was there to tell me it only did a max. EFTPOS top-up of $100.
3. After topping up $100 it did not allow me to repeat this entire process to get to my $200 (my goCard limit was still below the $250 threshold).
4.$100 = Just 3 days travel [Zone 16]
5.Can the limits on the goCard be revised to allow for 7.5% fare hikes & their impacts on customers & how often they top-up. This'd be a sensible move to keep pace with fares, unless of course they are going to come down :-)


NOTE: Successfully sent at 1:49pm today. Comments do not like spaces between sentences.

[transwatch]

Has anyone noticed that since the fare increases, the denomination choices on the top up machines are inadequate?  For instance, $100 is not enough for a fortnight worth of commuting from Cleveland to the CBD.  The next increment is $150.  I have been doing two transactions on each payday.  Apparently the Ormiston ticket window can do $125 on Eftpos but is not available in the evening when you have more time.  I think one of the lower denominations might be forfeited to make space for a $120 or $125.  Anyone agree?

Also Gocard machines still don't give change, so if you only say $50 forget about getting change, even those you need it.

[Fares_Fair]

Debacle this morning trying to top up my GoCard.
Was directed to leave feedback at the website on THE FORM!

I tried to do so but it would not submit despite being within the character limit and all details filled in.
So... here it is here.

TRANSLINK you have my permission to cut and paste this into the jolly form.


I went to top-up my goCard at Palmwoods this am via EFTPOS, as the staff had not opened the station. I normally use staff (Lee) as she is always helpful, friendly & efficient.
1. I tried to top up my go card for $200 via EFTPOS at the AV machine at Palmwoods this AM. (goCard had about $20 left on it)
It did not read my card and gave no signage or indication why it would not work!
2. There was nothing on the machine that told me that I could NOT top-up via EFTPOS for $200. (my regular top-up amount), luckily a person was there to tell me it only did a max. EFTPOS top-up of $100.
3. After topping up $100 it did not allow me to repeat this entire process to get to my $200 (my goCard limit was still below the $250 threshold).
4.$100 = Just 3 days travel [Zone 16]
5.Can the limits on the goCard be revised to allow for 7.5% fare hikes & their impacts on customers & how often they top-up. This'd be a sensible move to keep pace with fares, unless of course they are going to come down :-)


NOTE: Successfully sent at 1:49pm today. Comments do not like spaces between sentences.

and the answer was 5.
They came down! 

[transwatch]

Within 5 years, all PT Memory type tickets such as Go-card should be usable across the country. ie I can use my Qld issued card on every public transport system in Australia that uses similar systems. Charges are unit rates maybe different. but if I can drive my car across the country with the one E-toll reader in my car, why not PT?

Translink and the company behind Gocard still have problems years later in South East QLD with the Gocard and the machines such as problems topping up, lack out outlets to buy one, transferring credit, getting a refunds etc

So I say it would be impossible to have Gocard usage across Australia.

Also similar systems also have problems.

[#Metro]

So I say it would be impossible to have Gocard usage across Australia.

e-Tag and e-tolling work across Australia. I often visit Sydney, Melbourne, Canberra, I have a whole heap of plastic cards (sometimes the card malfunctions, more cards...).

There is a real need for a single card for multipurposes, not just PT but also taxi etc. Driver licence is also smart card. There should just be 1 licence issued valid across Australia.

[transwatch]

So I say it would be impossible to have Gocard usage across Australia.

e-Tag and e-tolling work across Australia. I often visit Sydney, Melbourne, Canberra, I have a whole heap of plastic cards (sometimes the card malfunctions, more cards...).

There is a real need for a single card for multipurposes, not just PT but also taxi etc. Driver licence is also smart card. There should just be 1 licence issued valid across Australia.

But say Translink in QLD and systems in other States problems should be fixed up first and to work how the money goes to who if it is to go Australia wide?

And then you have to work out if you accept travel and buying patterns being tracked?