January 3, 2016 8:31 pm
Updated: January 4, 2016 11:38 pm

Loading Compass Card glitch fixed, claims TransLink

WATCH: TransLink's new Compass Cards got their first big test today. Tanya Beja shows us how they fared.


TransLink claims to have fixed a problem that had some commuters experiencing glitches when loading their Compass Cards this weekend.

Starting on Jan. 1, commuters began loading their monthly passes onto the new Compass Card, a process that’s intended to help phase out the old paper monthly passes and FareSaver tickets.

But TransLink has now been faced with a number of complaints about the length of time for a pass purchased online to be loaded onto a Compass Card. Some people claimed their cards were not operational hours after being loaded.

TransLink says it worked with its contractor to resolve the issue and they are now back within the expected two-hour load time.

The transit authority told Global News as of this morning, approximately 80,000 customers have loaded their monthly pass onto their Compass Card and this number is expected to surpass 100,000 by the end of the week.

WATCH: The latest phase in TransLink’s Compass Card roll-out had some commuters experiencing glitches over the weekend. Grace Ke has the details.

They say the compasscard.ca website is supporting several thousand customers a day as the Compass Card call centre has also experienced high call volumes.

We expect the high volumes to continue over the next few days, which we understand may be frustrating for our customers who are waiting to speak to one of our agents. We are working hard to process online orders as quickly as possible and improve call times.

TransLink says it has also increased staffing levels at the customer information call centre, Compass Card call centre and at the walk-in Compass Customer Service Centre at Stadium-Chinatown.

Are you still experiencing problems loading your Compass Cards? Let us know in the comments below. 

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