British Columbia

TransLink Compass Card users fume on-line over call centre delays and system glitches

TransLink says it is doing everything it can to smooth the transition for customers to its new Compass Card system.

'We want to assure customers we are doing everything we can to help them through this transition'

TransLink customers say they are facing call centre delays and glitches with the new Compass Card system. (Lisa Johnson/CBC)

TransLink says it is doing everything it can to smooth the transition for customers to its new Compass Card system.

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.

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."

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.

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


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