Q: Why can't we start using the Compass and faregate system right away?
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| A: The installation of Compass equipment including card readers on buses and in West Coast Express stations, as well as faregates, Compass card and Compass ticket vending machines in SkyTrain stations, will take most of the fall and winter of 2012/13 to complete. Security cameras are also being installed to monitor both transit users and the new equipment. The Compass system can't be used right away as it needs to undergo a complex testing process early in 2013 once all the equipment is in place. This is important to ensure that all equipment is interconnected and the system is fully functional before the public begins to use it. After testing, a pilot program will begin, followed by a transition period when Compass cards and tickets, along with most of our current fare media products, can be used. This will be the first time that customers will be able to use the system and all of its equipment. Customer education and support will be provided and the final, complete change-over to Compass cards will happen in late 2013. |
Q: Will I still be able to pay for fares in cash or by credit/debit card?
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A: Yes. Compass vending machines will allow you to purchase a Compass card, ticket, or load products or stored value onto your Compass card using cash or a credit or debit card. Cash will also be accepted on buses. You'll also be able to buy or reload your Compass card online, over the phone or at a customer service centre.
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Q: Will the same fare zone system be in place when Compass begins?
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| A: Yes. TransLink plans to keep the same fare zone system when Compass becomes operational in 2013. One of the benefits of Compass is the data it will provide on how people use transit across Metro Vancouver. TransLink will be able to use this information to create a future fare structure that supports delivery of the best services and the best value to customers. |
Q: Will any of my personal information be stored in the chip on my Compass card?
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| A: No. The electronic chip on your Compass card will only carry a unique card number and the fare product or value stored on the card. Special passes, such as the government transit pass, CNIB, etc., may be personalized with your name, expiry date or other information printed on the front of the card. |
Q: What happens if my card is lost or stolen?
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| You can protect your Compass card by registering with us to get features like balance protection, automatic pass renewals, stored value "top-ups" or even your annual receipt for the federal tax credit for transit passes. None of your personal details such as name, credit card or banking information is stored electronically on the Compass card itself. This information is only stored in the secure "back office" system. Compass cards will have the same security standards as credit and debit cards. |
Q: I use FareSaver paper tickets; can I continue to use them?
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| A: Yes. You can continue to use your FareSavers right through the transition period in 2013 while we make Compass available to everyone and begin to phase out current passes and tickets. After we give people enough time to use their old tickets and get a Compass card, the transition period will end, and, subject to TransLink policy, anyone who has purchased FareSavers that they haven't used by this time will be able to exchange them for stored value on their Compass card.
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Q: How was Compass named?
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| A: TransLink held a naming contest in 2010 and received over 56,000 entries to name Metro Vancouver's future electronic fare card. Entries were narrowed down to three names: Tpass, Compass and Starfish. We then asked the public to vote for the name they preferred and Compass came out on top, chosen by over 40% of the voters. |
Q: What company has been contracted to design, install, operate and maintain the system?
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A: Cubic Transportation System, a subsidiary of Cubic Corporation, has been contracted to provide the system, and will work with TransLink to operate and maintain the system. Cubic has delivered Automatic Fare Collection (AFC) systems around the world including:
- London Prestige Project Oyster Card
- Metropolitan Atlanta Breeze Card System
- Los Angeles Metro TAP Card System
- San Francisco Bay Area ClipperSM Card System
- Miami Dade County EASY Card System
- Brisbane, Australia Go Card System
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Q: Will we still be able to buy monthly passes?
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| A: Yes, you will be able to load a one, two or three zone pass on a Compass card. |
Q: Are you getting rid of FareSaver books and discounted rides?
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| A: Discounted rides will continue, but instead of buying books of FareSavers, customers will simply load cash ('stored value') onto their Compass card, much the same way as many people do with coffee cards. Customers will get a fare discount when they use stored value on their Compass card to pay for a ride. Reloading stored value on Compass cards will be easy and convenient; people can do it online, at Compass Vending Machines or by telephone. Or, they can set it up to be done automatically simply by registering their card. |
Q. Will we still be able to get the federal tax deduction for transit passes?
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| A: Yes, and the Compass system will make it easy. Customers who register their cards will be able to go on-line and download a record of transit pass purchases for their tax return. Non-registered cardholders can use the receipts they get when purchasing a pass. |
Q: Will you be getting rid of the fare zones when Compass launches?
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| A: No. We will leave the fare zones as they are when Compass launches. We want to use the ridership data as people tap in and tap out to help revise our fare structure. Some form of 'distance-based' fares may be possible in the future. |
Q: Will there still be Concession FareSavers and Monthly Passes for seniors – or will everything will be 'pay as you go' with everyone paying the same fare?
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| A: Seniors and children will still get discounted Concession fares. There will be an orange version of the Compass card, and people who qualify for Concession fares will be able to load a discounted monthly pass onto it. Instead of Concession FareSavers, seniors will be able to put money on their card (stored value) and they will get the discounted Concession fare when they tap in and tap out. |
Q: Will we be charged a fare each time we tap in and tap out of a bus, the SeaBus or SkyTrain?
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| A: No. You will have the same, 90-minute transfer privileges you have today, whether you use stored value from a Compass card (the equivalent of a FareSaver ticket) or a single ride Compass ticket. This means that if you make your last transfer within the 90-minute period, you will be able to complete your trip on the same fare you've paid. |
Q: Why are faregates and new ticket machines being installed and turned on now when they won't be used until later next year?
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| A: All of the new equipment and the software that makes it work will be tested over the coming months. Compass is being integrated into over 25 other existing high-tech systems into a very complex network that needs to work reliably to handle over a million transit trips per day. Some of the new processes will be one-of-a-kind in the world, reflecting the size of our region and the unique, integrated multi-modal transit system TransLink provides. Our new system will be highly sophisticated behind the scenes so that things can be kept simple and easy to use for our customers. |
Q: Why doesn't TransLink offer an app for all NFC (Near Field Communication) enabled smart phones to use with Compass?
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| A: Our system is being designed to work with NFC cell phones. When we launch, our focus will be on getting everyone used to the new reloadable Compass cards and the limited use tickets. But once that's done, we will look at adding more features like 'open payment' with credit cards and allowing people to tap in and tap out with their cell phones. |
Q: Will HandyDART customers need a Compass card?
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| A: Yes. TransLink is working on solutions that will allow HandyDART customers to take HandyDART-only trips without carrying a physical card. However, all HandyDART customers will need to be registered with the Compass card system. |
Q: Will the HandyCard be integrated with the Compass card?
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| A: Yes. Benefits from the HandyCard will be integrated with Compass cards for eligible customers. |
Q: Will the BC Bus Pass be integrated with the Compass card?
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| A: Yes. There are many programs that will be incorporated on the Compass card, including the BC Buss Pass Program. TransLink is working closely with the province to integrate this pass with the Compass card. |