The MyWay+ rollout is still hitting bumps but Transport Canberra insists the system is settling in. Photo: Ian Bushnell.
The new MyWay+ ticketing system continues to bedevil Canberra’s public transport users. But Transport Canberra insists it is working with provider NEC to fix the system’s problems and ensure it lives up to the promises.
Although Transport Canberra says the core functions are working, issues still to be resolved include the real-time information feature, continuing problems with QR codes, the faulty journey planner, and account balances still not appearing on validator screens.
It has also had to refund travellers who have been overcharged.
In a statement to Region, Transport Canberra said it was working closely with NEC to continue to refine and improve the MyWay+ system, including responding to feedback from drivers and customers on minor issues related with a particular bus, stop or route.
It also this week issued an update on action to improve the system, including addressing an issue where QR codes were expiring before the end of a customer’s journey.
Since the recent update we are pleased to have seen an up to 25 per cent increase in validation rate which is in line with our expectations.
Customers were reminded to check they have the latest version of the MyWay+ app.
On complaints that real-time information could not say if a bus was running early, Transport Canberra said it was working with NEC to ensure this information presented consistently for all users as intended.
The update said real time was now available with bus and light rail locations refreshed every few seconds but there could occasionally be a short delay similar to what happened in other live tracking platforms.
“We continue to monitor the implementation of real-time information and are working closely with NEC to make continual improvements, such as displaying early running of buses,” it said.
But real-time information would only be made accessible from third parties when it was working consistently, expected to be within the next few weeks.
With the journey planner, Transport Canberra again urged people to check for the latest app version.
On the web portal, for first-time users, preferred travel settings were able to be applied. It was working with NEC to update the portal so public transport and walking were the immediate preferred modes, the same as the MyWay+ app.
NEC was also working on the next phase of functionality, which included presenting account balances on the validator screens.
Ticket vending machines would be installed at light rail stops, major bus interchanges and Canberra Airport by early February.
Transport Canberra said there should be plenty of travel cards available for the start of the school term with outlets well stocked.
More than 100,000 cards were now available and more than 60,000 MyWay+ cards had been activated including more than 15,000 ordered online with the remainder accessed from retail agents.
Of the 86,000 MyWay+ accounts created, about 23,000 were primary and secondary students. Almost half of these have MyWay+ cards registered to their accounts.
More than $1 million had been transferred from the old MyWay system to MyWay+.
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