Jul 4, 2013 2:16 AM by Sam Salzwedel

No time frame to fix failed launch of bus cards

TUCSON - Sun Tran has no time frame on when they will fix problems with their new cards for bus riders.

Francisco Acosta was worried he would not be allowed on a bus at the Tohono Tadai Transit Center Wednesday afternoon.

"I'm missing 15 dollars," he said. "I don't know where my 15 dollars went. They tell me to go to customer service. I have no time to go to customer service. I work. I go home. I have kids."

Sun Tran Drivers are supposed to let people on if they have a new SunGO card. Robin Boserup was still nervous about the experience.

"I'm worried that one day I'm going to be trying to rush to get somewhere," she said, "and that they're going to say, ‘What's the problem?'"

Sun Tran is not saying if the issue is their fault or the vendor's.

Michele Joseph is Sun Tran's Director of Marketing.

"This is an enormous project," she said. "We're focused right now, not on placing blame, but on fixing the problem."

Joseph did not know how much, if any, money the failed launch cost. Fares are about 22% of their revenue.

"In these days of financial difficulties and budget squeeze," Joseph said, "we are watching penny by penny what happens."

The program started smoothly on Sunday, but they get three times as many riders during the week.

Sun Tran wants riders to report issues to their customer service line, including the card number and the type of problem. Their number is 520-792-9222. They are open 6 a.m. to 7 p.m. weekdays, and 8 a.m. to 5 p.m. weekends and holidays.

Around 5 p.m. Wednesday, it took less than 5 minutes for an agent to answer the phone.

The vendor, SPX Genfare, is sending help from the Chicago area.


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