Tuesday, February 21, 2017

It's like a black hole, isn't it?

From: name withheld
Date: Thu, Feb 16, 2017 at 3:44 PM
Subject: Learnings from a long trip home

Hi CJ.

Back on Jan. 25th, I was on the Stouffville train departing Union at 16:18...that was involved in the trespasser fatality.I wanted to share a couple of learnings:

1.  Be sure to check the Presto website, particularly if your trip is delayed.
I tapped on at Union around 4:15.
When we finally arrived at Unionville, around 7:45, I dutifully tapped off.
The usual fare (with Presto) for these two stations is $7.28.
For my trip home on the 25th, I was charged a total of $25.40:
$5.30 for the tap-on at Union
$11.90 for a missed tap off
$5.30 for a tap-on at Unionville (in reality, this was me tapping-off)
$2.90 for a missed tap off…that was applied a few days later (on my next GO trip using Presto)

To be fair: GO has refunded me the full $25.40; I was expecting them to refund only the amount I was overcharged. It took a call to start the investigation (where the rep told me I could submit this request on their website...which is not what their social media team told me), and a follow-up email as the first credit was short.

I get that these types of incidents are beyond GO’s control, but perhaps a better protocol could be put in place (maybe announcement by CSAs to not tap-off and call customer service for proper adjustment).

2.    Don’t trust the Presto website
After logging-in, the bottom part of the home screen (under the heading “My PRESTO Card Activity”) shows my last 5 transactions.
The pulldown menus default to ALL (for Agency) and February 2017 (for Date).
If I change the Date menu to “All 3 months”, I see 5 transactions from December 2016…and nothing from 2017.
The behaviour is similarly inaccurate if you follow the “Go to Card Activity” link. (I’ll spare you the list of Agency/Date combinations and results.)

Please feel free to share this info with your readership if you deem it worthy.


PS: But please keep my name/email to yourself.

From: Cindy (Cj) Smith 
Date: Thu, Feb 16, 2017 at 4:35 PM
Subject: Re: Learnings from a long trip home
To: name withheld

Huge failing on the CSA to not advise you all not to tap. And of course, there's no communication between presto and GO.
It's absolute crap. So much of it is manually done. Zero automation. 
Your secrets are safe with me.


Unknown said...

Interesting. I would think some of this hassle might have been avoided if a "home" station was assigned to the card. I know not everyone is able to do that, but if you can, it would save a lot of time and energy to avoid that phone call.

Anonymous said...

@Squiggles... I take both the Kitchener and Milton trains. I used to have a "home" station assigned, but overriding on those wretched Presto machines caused more problems than it solved. Even my ever-helpful GO station employee told me it wasn't worth the hassle.