It's the start of the month, so time for me to buy my new monthly pass! Up until this summer, I bought
physical monthly passes, because Metro and MCT don't have compatible mobile fare systems. In July, Metro
phased out the paper passes in favor of a new reloadable fare card. In theory, that's great! It allows for
fare capping (so that you'll never pay more than you have to in a given day), and you can reload it from your
phone. MCT accepts them too, although they don't yet have the ability to read the card and see what pass is
active on it.
However, the card hasn't quite lived up to its full potential yet. The system's still really buggy. Last
month, I reloaded my card through the phone app. Although the card and app are connected, the card never
actually accessed the pass. Instead, every time I used it, it charged my cash balance and put me into a
negative balance. Customer service wasn't able to identify or solve the problem, and every test cost me money
that they don't refund. This month, I reloaded my pass through the ticket vending machine. It's now working
perfectly. But TVMs are only located at metro stations, so you have to pay money to get there. Bugs are
inevitable with a new product roll-out, I get that. But for people who ride and rely on transit, these
frictions add up, adding needless frustration and costs to the transit experience. For people who don't
regularly ride transit, those frustrations make them less willing to try again.
To me, the main takeaway here is that Metro hasn't sufficiently stress-tested this system. It's an easy
mistake to make -- to test it as the kind of rider you would be, instead of the breadth of actual riders who
rely on the system. People with disabilities, with children, with limited funds and tight time tables. It's a
mistake that costs people real money.