Switch to Compass Cards hits snag
Monthly pass holders reporting problems getting cards loaded
TransLink apologized for some technical glitches this weekend as it took the latest step in the rollout of the new electronic Compass Card.
Since the calendar rolled over to 2016 on Friday, monthly pass holders have been required to have their passes loaded on to Compass Cards. But some travellers took to social media this weekend to complain it was taking several hours after loading before they were able to use their passes on transit.
According to TransLink, monthly passes are supposed to work within two hours of being loaded on to the card.
“We’re sorry for the inconvenience and thank our customers for their patience. We’ll continue to monitor the system over the coming days as more customers purchase Monthly Passes,” said a written statement from the transit authority.
TransLink said as of Sunday, the passes should be properly loaded within two hours.
By Sunday morning, about 80,000 people had loaded monthly passes on to their Compass Cards.
Several thousand customers a day have been signing on to CompassCard.ca to get their cards set up, and some students in Metro Vancouver have complained about difficulties using the TransLink website to load their monthly UPasses.
The Compass Card call centre was flooded with calls from people having problems with the new cards, and people on social media complained of being on hold for as long as 50 minutes.
TransLink said workers are doing what they can to process online orders quickly and improve call times.
“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,” the statement said.
Attendants were on duty at downtown Vancouver SkyTrain and Canada Line stations on Sunday, helping travellers get familiar with the tap-in system and load monthly passes on their cards.
One TransLink worker, who declined to give his name, said the process was going fairly smoothly, apart from dealing with some commuters who were having trouble learning the new process.
Compass Cards can be purchased at the cost of a $6 refundable deposit at the following locations: Online at CompassCard.ca By phone at 604-398-2042. Vending machines at SkyTrain, SeaBus and West Coast Express stations.
B.C. Ferries terminals in Tsawwassen and Horseshoe Bay.
18 Metro Vancouver London Drugs stores.
Customer service centres at Stadium-Chinatown and Waterfront stations.