Tom Gamache wrote to "Going Public" about a problem with his Chicago Card. The CTA response is after the jump.
"A huge problem I have with the CTA is how often the farecards (I have a Card Plus) do not register with the touchpad. I don't bring exact fare with me each time I take the bus because I rely on the fact that I pay for a farecard.
I am truly shocked at how often the cards don't register -- mine and others. And there seems to be no rhyme or reason to the failures. It may work one leg of the trip and not the next, but then work again. To me that shows a systemic problem.
Most of the time the bus drivers act like it's my fault that the card is not registering (though I occasionally get a bus driver who sympathizes and waives me on anyway).
I would love to know (and then promptly complain about) the CTA's official policy in dealing with farecards not registering."
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Rider: Why doesn't my CTA card work?
The CTA responded: "Bus operators are instructed to direct customers who have questions or problems with their Chicago Card to contact CTA Customer Service by sending an e-mail to ctahelp@transitchicago.com or calling 1-888-YOUR CTA.
Because Chicago Card and Chicago Card plus accounts are managed electronically (and sometimes linked to customer bank accounts) there is not anything that the operator is able to do to fix the issue during their route.
However, the CTA expects all employees to be courteous and polite at all times. Customers are encouraged to report any problems they encounter with CTA personnel to the agency at 1-888-YOUR-CTA or feedback@transitchicago.com."
Because Chicago Card and Chicago Card plus accounts are managed electronically (and sometimes linked to customer bank accounts) there is not anything that the operator is able to do to fix the issue during their route.
However, the CTA expects all employees to be courteous and polite at all times. Customers are encouraged to report any problems they encounter with CTA personnel to the agency at 1-888-YOUR-CTA or feedback@transitchicago.com."
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2 Comments
mo51 said:
"Because Chicago Card and Chicago Card plus accounts are managed electronically (and sometimes linked to customer bank accounts) there is not anything that the operator is able to do to fix the issue during their route."
This does not address the issue. It's a technical problem that is entirely the CTA's fault. It seems to be a problem much more on buses than on the turnstiles for the trains. CTA seems to like to blame it on the cards and the way the customer treats the card. Apparently they are flimsy and a slight crack in the card could be enough to damage the in-card antenna. CTA should have specified more durable cards or more sensitive fareboxes. My theory is that the fare boxes on buses are somehow lower power than the train turnstiles and thus a card that may work fine for boarding the train will not work on some buses. I have gone through several ChicagoCard Plus cards. Sometimes they just stop working. On only one was there any visible damage. I estimate that 10-20% of the time when my card would not work on a bus the driver would just wave me on, causing the CTA to miss out on that fare. Chicago cards are a pain when they don't work and now that the 1:10 bonus is gone I will likely revert to the old style fare card once my current card expires or breaks. Note that this technology is the same used on my entrance card for my office, which has worked without a glitch for 7 years and counting. Way to go, CTA.
CTArider said:
Do you have your card in your wallet or inside your purses? Would you really want the fareboxes to be "higher powered" so it will register accidentally when you walk past it? I'm not saying it works all the time, but sometimes, I just have to take it out of my wallet and scan it. It beats getting double charged because I walked pass the farebox and my card was nearby.
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