SFist: Translink - still a few bugs

Belgand

Tue, 03 Feb 2009 12:16:05 -0800

Yeah, every other major transit agency has long ago moved to plastic, refillable smart cards instead of our bizarrely antiquated system of slips of newsprint and little paper passes. Hong Kong has had astounding success with their Octopus card, London uses the Oyster card, and New York is using MetroCards. All of these have been in operation for some time now as well. Generally even before TransLink was originally supposed to be rolled out back in 2002. We are the home of most of the world's high technology and computers, but we tend to have almost none of that actually affect us on a local level. We're always well behind almost everyone else when it comes to technology. Frankly, I blame idiots like this and their "Why even bother? It's such a hassle! Why not just use paper cards and loose change?" nonsense. Depraved throwbacks that refuse to accept any sort of progress. Why else does FastTrak have incredibly low acceptance here (I think 40% or such) while the New York system has roughly 80% adoption. It's like people are scared of convenience.

doublegin

Fri, 30 Jan 2009 20:31:50 -0800

I also had a Muni driver (on the 47) claim that I wasn't paying any fare when I swiped my Translink card, necessitating a 10 minute discussion/argument wherein I explained how the card works, while the rest of the passengers on the bus quietly hated me for holding us all up.

Trevor

Fri, 30 Jan 2009 09:13:55 -0800

You can also load the Fast Pass fare product on your TransLink card. Like E-Cash, you can have it Autoloaded every month, so there's no need to go buy a paper Fast Pass. And... if you lose your TransLink card, call up and they replace it, Fast Pass and all. Good luck convincing a Muni employee that you used to have a paper Fast Pass.

Trevor

Fri, 30 Jan 2009 09:08:11 -0800

Currently, you can get your detailed card history e-mailed to you (PDF) by requesting it over the phone. I have been told that card history online will be available sometime in the future.

AlamedaAnnie

Thu, 29 Jan 2009 19:33:02 -0800

This is what I do. I've been using the Translink card for about 2 years now -- mostly AC Transit, some MUNI. I've very rarely had a problem and they're super nice on the phone.

travin

Thu, 29 Jan 2009 15:32:08 -0800

Yeah, privacy is an issue for sure. Lest it be another means of tracking. Though that's moot issue as long as one has a cellphone. One way around that could be that the system only keeps track of deductions in chronological order.

Buck6987

Thu, 29 Jan 2009 15:23:41 -0800

That's a good point about statements. As far as I can tell, you can only check your balance, not a history of charges. I check my credit card online account several times a month to keep tabs on all my payments, and there have not been any problems so far. Each time you scan the card, it lets you know your balance or you can call (yes, that should be online, too). Ideally, I would a list of the times, dates and lines I used, so that I can better track accuracy. But you take your chances with any vendor, and I'm sure that would raise privacy concerns with some -- though the info must be out there somewhere.

travin

Thu, 29 Jan 2009 14:41:20 -0800

Is there a statement or something provided in a timely manner on the website or hard copy mailed, to reconcile the fare payments? It seems awfully risky to allow a municipal organization blind access to one's credit card. I prefer to trust these things work out just fine without worry. But I also know how these things can often go south. So it's a bit of a tough sell.

travin

Thu, 29 Jan 2009 14:33:07 -0800

If they can put together a responsive process and customer service dept, that's the ideal and would go a long way toward gaining wider acceptance. Whether or not the vision, budget and focus is there to accomplish this, that's another issue. If they can do it, it sure would be a great benefit to the entire area.

travin

Thu, 29 Jan 2009 14:27:53 -0800

Considering the many quirks already revealed, it's pretty difficult to trust that process, no matter how convenient. It brings to mind the many problems FastTrak patrons have experienced.

Akit

Thu, 29 Jan 2009 13:57:38 -0800

Commuter checks is a good way to do it. They now do it through electronic transfer, but a Translink rep. told me that there's been some delays. You can also claim them at ticket offices. I claimed a $30 Commuter Check at the AC Transit office at Transbay and it was no problem to add it to my Translink account.

Akit

Thu, 29 Jan 2009 13:55:03 -0800

Here's a good tip that my blog always mentions: If you are using your Translink card on Muni, always assume that every driver, station agent, or fare inspector is a total idiot. With that in mind, always conduct your Translink card business in the open. This means, pull the card out of your wallet, show the card to the employee, and see if they react to the card (such as pointing it to the reader) or verbally ask. This assures you won't get into a conflict. And if you do, just have some quarters or a token in your pocket just in case.

Buck6987

Thu, 29 Jan 2009 13:48:16 -0800

Also when using the Muni subway, you can use the card to get through the turnstiles without the need to find one with a working attendant. And I can't tell you how many times I've missed a subway train while trying convert a paper dollar into a coin one. Good riddance to that!

Buck6987

Thu, 29 Jan 2009 13:38:46 -0800

If you set up auto-payments (a one time thing), there is no hassle and no need to consult the phone or the website. Fastpasses are only worth it for daily commuters. Having to get a readable dollar and two quarters is an enormous hassle by comparison, and something you confront before each ride. In Singapore, they've moved almost entirely to electronic cash for all transactions, not just transit; we should do the same.

Buck6987

Thu, 29 Jan 2009 13:33:11 -0800

Set up auto-payments -- no need to add money or check balances.

Buck6987

Thu, 29 Jan 2009 13:27:31 -0800

I love the Translink card. In my experience, it nearly always works on the bus or subway. And I don't add money manually, so I never use the phone or the site. It just charges my credit card automatically. Since I don't have a daily commute, it was never worth it for me to get a FastPass. I used to use only the Muni underground, but now that I don't need quarters and can check when the next bus is coming on my iPhone, I'm using the buses all the time. It's made all the difference, and it's about time!

Greg

Thu, 29 Jan 2009 13:23:15 -0800

it's still in beta testing...I gave one to my brother who comes to SF on occasion and he found it worked out ok, for the most part. there are bound to be bugs, particularly since it's not just a MUNI thing...it has to work on other systems with different fare calculations and such.

Akit

Thu, 29 Jan 2009 12:02:40 -0800

I tried calling the phone system an hour ago to check my balance, the phone database is down. It could be why Dan can't get his card to work on the phone. If Muni operators are pissing you off when you use the card, start demanding Muni management to type a letter and distribute it to all users saying clearly that the card is a LEGAL FARE TENDER. As a rider, carry the letter with you at all times until Muni finally gets their head on straight.

murphstahoe

Thu, 29 Jan 2009 11:38:30 -0800

And I am funding my translink card with my commuter checks so I am paying my MUNI fares pre-tax. Probably only saves me 3-4 bucks a month with how often I use MUNI, but these days every bit helps.

WagonMonster

Thu, 29 Jan 2009 11:29:26 -0800

Because it works on multiple transit agencies. I use mine for both Muni and Golden Gate Transit.

sfdely

Thu, 29 Jan 2009 10:51:32 -0800

I've been using TransLink for a few months now. My experience is that the majority of buses take it fine (and I've never had any problem on the underground), and that when it doesn't work, drivers usually just wave me on by. In fact, my only problem has been a driver on the 24, who I catch late at night on Sundays, who always insists (right after it *BEEP*s and deducts my fare), that "those things don't work". The first time he yelled at me to come back and pay and I tried to inform him that I just did, precipitating a 10-minute rant (from him) about how MUNI sucks. The second time, he just said "yeah yeah whatever". MUNI drivers exist in their own world.

aj

Thu, 29 Jan 2009 10:49:30 -0800

It's the convenience of not having to carry small bills and quarters, and faster boarding.

aj

Thu, 29 Jan 2009 10:45:02 -0800

It's just you. Maybe you're an alien?

TimDenike

Thu, 29 Jan 2009 10:37:21 -0800

Years later, I still don't get the concept. Why would anyone go through the hassle of setting up a TransLink account when they could just as easily pick up a FastPass? (Which costs LESS per ride for daily commuting!) If they only ride MUNI occasionally, why not just pay a cash fare? Is all this hassle really worth it simply to avoid putting money in the farebox on rare occasions? (Or to deal with inter-agency transfers which only a small minority of riders deal with?)

SparkleMagic

Thu, 29 Jan 2009 10:29:57 -0800

After waiting so long for this thing, I find it mostly works, and it's especially nice to just have one card that works on both muni and ferry (which i take a couple times a week). Now if only BART could get in on the game... The auto load option does seem to be the way to go as far as being sure that the card will have money. I haven't had any problems with that part..

troymccluresf

Thu, 29 Jan 2009 10:23:04 -0800

I had trouble with the signup process once I got my card in the mail, but it was fixed with a 5 minute phone call. I've only used it maybe 6 times total (all on Muni so far), with no problem. I haven't had to recharge it but I did set up auto-replenish. So, other Tlink users, does everyone on the bus look at *you* like you're an alien when you swipe it or it that just me?

VinVIno

Thu, 29 Jan 2009 10:21:38 -0800

I did have one minor altercation with a Muni bus driver over the reader not working. (Officially, I've been told by a TransLink rep, Muni is allowed to demand a fare paid in cash if the reader is not working. My experience is that 99% of the time the drivers tell you to go on unpaid.) My instance was a little unique. I rode the underground train from Embarcadero to VanNess intending to transfer to a 49 or 47 bus. I confirmed with a Muni booth agent that the card SHOULD automatically recognizes my transfer. But then when I got on the bus, the reader wasn't working. The driver was less than sympathetic to the fact I had just paid my fare 4 minutes ago, and that my companion had a paper transfer in her hand that confirmed the time frame. Eventually I told him to F off and got off the bus. Rather than hold up everyone else, I walked. The good news comes when I called TransLink to complain, I was given a fare refund. The TransLink agent said they rely on passengers and Muni operators to inform them when machines are not working. I took down their customer service e-mail and now text a message of the bus # and time I am riding when the machines are down in an effort to help. All in all I think it is a good system and I am thankful we finally have something like it.

murphstahoe

Thu, 29 Jan 2009 10:20:50 -0800

Word. Not a perfect setup - in order to save many hassles you need to setup autoload and sort of "ignore" your balance assuming money will get added when it's needed. Of course, this means that you need to be "In the system", and while it seems second nature to someone who's deep in the matrix, this should be easy for the masses if we really want the benefits to help everyone. And it does help - most GG Transit commuters have these things and boarding those buses is like one of those Visa commercials where everything is smooth until someone shows up to pay cash. The biggest bonus is never having to fight the change machines at the Castro St MUNI station. Translink's website is centuries ahead of those machines in terms of "high tech".

benmullin333

Thu, 29 Jan 2009 10:13:18 -0800

I have the card and like it better than tearing my apartment apart looking for change in the morning.

VinVIno

Thu, 29 Jan 2009 10:09:49 -0800

I have been using my card daily for about a month or more and have no complaints so far. Maybe I use mine differently than everyone else. I never have to add value manually b/c I chose the auto-load option. Whenever my card goes below $10 it adds money. Pretty simple. My balance is always displayed on the terminal when I tag it so I know when it is about to charge my account.

Edward

Thu, 29 Jan 2009 10:04:14 -0800

Not only is it annoying that you can't get your balance from the website, but it takes several days to add value to your card from the site. And also a day or two to request an activity report. I'm going back to using a paper FastPass.

aj

Thu, 29 Jan 2009 09:59:27 -0800

I agree. The cards generally work, but the website is teh suck.

Ginger

Thu, 29 Jan 2009 09:52:30 -0800

I loathe the Translink website. I've found it much easier to add and check balances using the Translink machines, but good luck a.) finding one and b.) finding one that works.

WagonMonster

Thu, 29 Jan 2009 09:45:31 -0800

You get your balance every time you use your card. Plus, half the time the readers aren't working, so FREE BUS RIDE!

zig

Thu, 29 Jan 2009 09:38:33 -0800

I hate to sound like a right winger because I'm not but this is how government does things. It is impossible for them to do anything efficiently. they literally have no incentive for this to work right. Eventually they will get it in the internet and will put of a press release on success It is downright shameful when you see how these things can work as public private partnerships as with the smart cards in Hong Kong. We are really falling so far behind.