TransLink Compass Card users fume on-line over call centre delays and system glitches
'We want to assure customers we are doing everything we can to help them through this transition'
On Jan. 1, 2016 transit users began loading their monthly passes onto the new cards as FareSaver tickets and paper monthly passes are being phased out of use, but the process has created a headache for many customers who posted their frustrations on social media.
So my monthly compass card pass isn't working and judging from Twitter I'm not alone. Wonder what <a href="https://twitter.com/TransLink">@TransLink</a> is doing about it?—@vannutmeg
<a href="https://twitter.com/TransLink">@TransLink</a> how long does it take until the compass card will work? I loaded it at 12:30pm today—@kare_beaar
<a href="https://twitter.com/TransLink">@TransLink</a> just tried to buy a monthly pass for my compass card, and when I went to get on the bus, it didn't work.—@Orsaeth
Along with the cards not recognizing uploads in a two-hour time period, TransLink call centres have also been clogged with phone calls from customers.
In a release TransLink says in the past few days more than 50,000 customers have loaded a monthly pass onto their Compass Card.
"And this number could double over the next week," it said.
"We expect the high volumes to continue over the next few days, which we understand may be frustrating for our customers who are waiting to speak to one of our agents. We are working hard to process online orders as quickly as possible and improve call times."
I literally just paid for my compass card & when I tried tapping it said insufficient funds?¿? Wtf?? <a href="https://twitter.com/TransLink">@TransLink</a>—@gallazanato0or
TransLink says it is working with its contractor to resolve the delay customers have experienced waiting for their monthly pass to be loaded on their Compass Card.
"We're sorry for the inconvenience and thank our customers for their patience. Customers experiencing this issue should contact Compass Customer Service at 604.398.2042," said the authority's release.
In Vancouver, there were lineups at the Stadium station Tuesday as transit users purchased their Compass Cards.
Our <a href="https://twitter.com/hashtag/Compass?src=hash">#Compass</a> call centre is experiencing high call volumes. We apologize and are working to get back to normal as quickly as possible. ^DA—@TransLink
TransLink is selling between 1,000 and 2,000 cards per day, which require a $6 deposit. Once purchased, users can load up "stored value" to pay for a monthly pass or individual rides.
You can order the card online or by phone, or buy it from:
- Vending machines at SkyTrain, SeaBus and West Coast Express stations
- BC Ferries terminals in Horseshoe Bay and Tsawwassen
- 18 London Drugs stores
- "FareDealer" convenience stores