Metra fare switch off to rocky start with Ventra app down

Metra’s launch of a new system for fares and zones hit a snag when its Ventra app crashed amid Thursday’s morning rush.

Several riders also reported issues with new automated ticket machines.

The agency alerted passengers about 7 a.m. that the app was down, advised them not to use Ventra and noted that conductors would not be collecting fares.

Problems purchasing tickets with the app continued as of 3:11 p.m., railroad officials said.

“We apologize for the inconvenience and appreciate everyone’s patience as we work with our vendor to resolve the issue. If you experience trouble purchasing a Metra mobile ticket, Metra conductors will accommodate you,” officials said in an alert.

Thursday marked the commuter railroad’s switch to selling tickets primarily from Ventra and new automated machines, which are being installed across the region.

In-person sales of tickets from agents at stations stopped Thursday.

“Metra really had some issues (Thursday),” Libertyville commuter Chris Coughlin said. “[Crews] had to make an announcement on the train that everyone was riding free because the Ventra app wasn’t working. It’s the (first) day of the new fares. Haven’t they tested this yet?”

When Ventra failed, Coughlin used a ticket machine but found the instructions weren’t clear and he couldn’t get the pass he wanted.

“I purchased extra one-way tickets by mistake because I thought I was purchasing them for future dates based on the limited information available on the kiosk machine,” Coughlin said.

Terry Moeller wanted to buy tickets to travel downtown from Downers Grove but “the app wouldn’t work,” he said.

“They don’t sell tickets at the counter in the station,” Moeller said. “They sent me to the machine outside,” but it wasn’t accepting credit cards when he tried.

“It’s a little inconvenient,” Moeller said, adding a Metra employee told him he wouldn’t have to pay on the train.

Arlington Heights commuter James Costello used his paper January monthly pass on the train Thursday since Metra still is accepting that product through noon Monday.

But he was underwhelmed by the rollout after going to the station Wednesday to buy a monthly pass, only to find the ticket agent couldn’t sell him one and it wasn’t stocked at the machine.

“My take remains that the people calling the shots on this are not where they should be in terms of providing the best service possible for the most people who are commuting,” Costello said.

https://www.dailyherald.com/20240201/transportation/metra-new-fare-switch-off-to-rocky-start-with-ventra-app-down/