All posts by Chris Tucker

As Director of Revenue Operations, I lead our agency’s efforts to modernize our fare collection systems. My goal is to provide excellent and efficient service while maintaining reliable, easy-to-use equipment.

Say hello to Hop Fastpass

It’s great to have options — especially when it comes to transportation.

That’s why we designed Hop Fastpass™, the new electronic fare system arriving in 2017, with flexibility in mind. Hop Fastpass will work with a fare card, smartphone (using our app or services like Apple Pay, Android Pay and likely Samsung Pay) or your credit/debit card. Plus it can get you aboard TriMet, C-TRAN and Portland Streetcar. How’s that for choices?

Say hello to HopHop will make paying your fare easier, faster and more convenient!myhopcard.comHere’s how it’ll work:

Posted by TriMet on Thursday, September 24, 2015

 

How it will work
  1. Get Hop Fastpass. We’re expanding our retail network by leaps and bounds, so you’ll be able to find Hop cards at 500 neighborhood markets, grocery stores, convenience stores and pharmacies — just look in the gift card rack.
  2. Load value. You can add funds to your Hop Fastpass card anytime via myhopcard.com, using the smartphone app, at transit ticket offices or a participating retailer. Or just give us a call!
  3. Register your card (recommended). Sign up online or over the phone to get all the benefits of Hop Fastpass and to make sure your balance is protected in case you lose your card. You can even have funds auto-load when your balance is running low.
  4. Tap and go! Just touch your card to the Hop Fastpass reader on board the bus/Streetcar or at the MAX/WES platform, and you’re on your way!
We think you’ll love it

If you’ve ever used e-fare systems on transit in other cities, like ORCA in Washington or the Clipper Card in the Bay Area, you probably know about the benefits of going contactless. Once you’ve registered your Hop Fastpass card you’ll be able to manage your account and set up features like automatic reloading — a worry-free option that means your card won’t run out of fare.

Hop Fastpass can also save you money (especially if you’re a frequent rider). You’ll be able to pay your way toward a monthly pass, one ride at a time — if you commute more than 20 days that month (or fewer if you’re paying Youth or Honored Citizen fares), you’ll ride free until the next month, but you’ll never pay for rides you don’t use.

TriMet Tickets app users know about the luxury of going cash-free, which will continue with Hop Fastpass. (No more searching for exact change or crumpled paper tickets!) We’ll still accept cash on buses, MAX platform ticket machines and the Portland Streetcar — remember, it’s all about options.

hop1

It’s for everyone

Regular riders might get the most out of Hop Fastpass, but there’s something in it for everyone. Features like lost-card protection mean your balance is safe even if your card goes missing, and automatic reloading will even benefit infrequent riders when they don’t have to worry about a low balance. Riders without bank accounts can use Hop, too, and manage their fare card using cash at the 500 stores in our retail network.

Used to getting a pass through work or school? Hop Fastpass cards will be available for employers and institutions, too.

By now you’ve probably started to think about how you’ll use Hop Fastpass, and you’ve probably got some questions. Head over to myhopcard.com to learn more about how it will work and sign up for email updates (especially if you’re interested in being a beta tester).

Chris Tucker

Chris Tucker

As Director of Revenue Operations, I lead our agency’s efforts to modernize our fare collection systems. My goal is to provide excellent and efficient service while maintaining reliable, easy-to-use equipment.

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New mobile ticketing app: 38,000 downloads and counting!

TriMet Tickets smartphone app
With our new mobile ticketing app, you can pay your fare with your smartphone.

If the numbers are any indication, TriMet riders are decidedly “on board” with the idea of paying their fare with their phones! As of today, our new TriMet Tickets app for Android and iPhone has been downloaded more than 38,000 times, and we’re seeing anywhere from 300 to 350 new downloads each day.

Why is mobile ticketing so appealing? For one, with no paper tickets to keep track of, boarding the bus or train is a breeze… Tickets can be stored for future use, and of course you can buy your fare whenever and wherever you want.

GET THE APP: Learn more and download the app to try mobile ticketing for yourself.

I’ve spoken with many riders about their experiences with the app, most of whom give it an enthusiastic “thumbs up.”

TriMet Tickets mobile ticketing app
The TriMet Tickets app lets you buy tickets and passes any time, anywhere (anywhere there’s an internet connection, that is). You can store tickets for future use, and even use multiple tickets for groups of riders.

However, since the TriMet Tickets app launched September 4th, we’ve also heard from a number of riders about issues ranging from occasional app freezes or slow response to crashes or even lost tickets.

Some of these problems are minor bugs that either have been fixed or will be fixed in the next version of the app. Others are larger issues that will take longer to resolve. We definitely want your mobile ticketing experience to be a good one, so don’t hesitate to contact us with any feedback as we work out the kinks with this new tech. (This is one of the first ticketing apps of its kind, after all!)

In the meantime, if you’re using the app, or considering downloading it, here are some tips and important reminders to get you started:

Pro tips

  • Activate your ticket before boarding. If you’re at a MAX station where fares are required, make sure you activate your ticket (by tapping the “Use” button) before entering the station area. Otherwise, activate your ticket when you see your bus or train approaching.
  • Watch your battery level… Just like with paper tickets, you’re responsible for making sure you have a valid fare at all times. It’s a good idea to carry a few paper tickets as a back-up just in case you find yourself with a dead battery.
  • A $5 minimum?! Yes, the payment processor’s cost structure is what’s driving the $5 minimum purchase, to avoid extra additional service charges. Sorry! But remember: You don’t have to use your tickets immediately. You can purchase two 2-Hour Tickets and use them any time you want. Regardless, we realize the $5 minimum doesn’t sit well with riders, so we’re looking at all our options as we continue to improve the app. 

Avoiding “lost” tickets

Some riders noticed that their tickets had disappeared after either reinstalling the app or upgrading their phone. Here’s how you can avoid losing your tickets:

  • Don’t uninstall the TriMet Tickets app or erase your phone without transferring your unused tickets first. Your tickets are stored on your phone (which makes it possible to use them without an internet connection), so uninstalling the app can permanently erase your tickets!
  • Create an account before purchasing tickets, as this is the only way you can transfer your unused tickets if you get a new phone later on. (Note: Only unused tickets can be transferred.)

More than half the population owns a smartphone these days, and mobile payments are gaining popularity in the U.S. We expect many more riders will be making the switch from paper tickets in the near future. With your help, we’ll continue to improve the app and make it as useful as possible. If we can make things easier for riders, and make our operations more efficient in the process, it really is a winning solution!

Looking ahead a few years, the TriMet Tickets app is the first step toward an electronic “contactless” fare system, where you’ll be able to pay instantly with your phone, contactless debit/credit card or fare card, by simply tapping on a sensor as you board. Watch for updates about electronic fares and how you can get involved. We expect to begin testing that system with riders in 2016.

For now, please continue to let us know how the TriMet Tickets app is working for you. Send us a note at mobileticketing@mt.trimet.org. Good or bad, we appreciate your feedback. You can also check our website for how-to videos and answers to common questions about the app.

GET THE APP: Learn more and download the app to try mobile ticketing for yourself.

Chris Tucker

Chris Tucker

As Director of Revenue Operations, I lead our agency’s efforts to modernize our fare collection systems. My goal is to provide excellent and efficient service while maintaining reliable, easy-to-use equipment.

More Posts

More reliable ticket machines, anyone?

Old scrapped ticket machines headed for recycling
These old, unreliable ticket machines are finally headed for the recycling bin! We just finished replacing 117 machines with brand-new machines, and we’ve seen a significant improvement in reliability.

Here’s some good news for anyone who has ever experienced a broken TriMet ticket machine. (OK, that may be just about everyone!)

Put simply, they’re getting better. A lot better.

117 machines replaced

Last month, we finished swapping out our oldest, least-reliable ticket machines with brand-new ones. Needless to say, the aging machines had lots of problems that were causing major headaches for riders. Today, I’m happy to report that more than half of our 213 ticket machines have been replaced.

New ticket machine at Cleveland Ave MAX Station
This new ticket machine at Cleveland Ave MAX Station is one of 117 machines that have been replaced so far.

Not only that, over the last few months we made some software upgrades and fixes to improve reliability, and we updated our maintenance practices to speed up repairs. We also upgraded the bill acceptors so there are fewer problems with rejected bills.

Better reliability

So far, so good: Complaints about ticket machines dropped 50 percent in June from the previous 12-month average. (That’s the lowest level of complaints in at least the past six years.)

Of course, we’ll continue looking for ways to improve the performance of our machines, whether it is with new hardware, software or preventive maintenance. Still, this is a step in the right direction. We know you expect our ticket machines to work when you need them!

Keep in mind, ticket machines have lots of moving parts and are used heavily each day—particularly in high-traffic locations. Wet, wrinkled or damaged bills can jam the bill acceptors, and vandalism can disable a machine as well.

Validators, too!

Next up? Validators. We get quite a few complaints about validators as well, some of which are 15 years old. Our maintenance crews just replaced the 20 oldest validators with new ones, and we’ll replace 20 more this fall.

Coming soon: mobile ticketing

More good news is on the horizon: In August, we’re launching a new mobile ticketing app for smartphones, which will let you buy and pay your fare instantly, anywhere, anytime.

Have you noticed an improvement in ticket machine reliability? Ticket machine or validator not working? Let us know at trimet.org/contact or call 503-238-RIDE (7433).

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Chris Tucker

Chris Tucker

As Director of Revenue Operations, I lead our agency’s efforts to modernize our fare collection systems. My goal is to provide excellent and efficient service while maintaining reliable, easy-to-use equipment.

More Posts