Free train travel due to SmartRider fault

27/03/2007

Train commuters were offered free travel this morning when SmartRider, Transperth’s new electronic ticketing system, was suspended temporarily because of a software malfunction.

Fare gates at all the gated stations were left open, and announcements were made that SmartRider users should not attempt to tag on or off the system.

Only trains are affected.  Bus and ferry travellers should tag on and off as normal.

The problem, which appeared at the start of services this morning following an overnight software upgrade, cannot be fixed until tonight at the earliest, so train travel will be free throughout the day, including this afternoon’s peak.

Transperth officers with hand-held devices were at stations this morning to adjust SmartRider cards which had been tagged so that no fare would be recorded.  They will also be on platforms this afternoon.

Transperth is planning to automatically reverse any default fare imposed as a result of the software problem.  The adjustment will take place later this week.

Transperth’s smartcard systems supplier, Downer, has accepted responsibility for the malfunction and apologised to Transperth and its customers for any inconvenience.

The company’s WA maintenance and services division manager, Garry Itzstein, said the cause of the problem had been identified.  His staff was working with Transperth to fix it as quickly as possible.