Smartcard overcharging in Pearse this morning

[scn]

Just to let people know, when tagging off my Smartcard in Pearse this morning I noticed a big drop in my credit. I called the number on the back of the card (I cant get into the website at work) & was told that a lot of people are reporting that when tagging off in Pearse today, they are charged an extra EUR4.30 for some reason. They can't see today's transactions yet but she will review my card tomorrow and recredit. It sounded like they would only be doing this for people who have logged a call about it so worth keeping an eye on the balance and calling if there is an issue.

[Mark Gleeson]

There is a glitch with exit turnstile 9 on the northbound exit stairs (second turnstile in from platform edge)

I spoke to the smartcard people last week about it and was told they had a problem with a gate in Pearse.

1187

You tag off fine but the system then tags you on and hits you for 4.30

Rail Users Ireland was part of the testing of the smartcard system and anytime we find a problem (we had 20 cards 3 months before the public launch) we reported in and got it fixed. We gave it a very comprehensive going over and in one case forced a serious rethink about how a certain action took place.

This issue in Pearse is new and certainly did not come up during the testing we did and Irish Rail did.

There is a time lag before you can get a refund as the office doesn't get a the report until the following morning. You will be refunded directly to the card. If this is a big problem a batch process could be setup to credit everyone effected

[Mark Gleeson]

Any chance you boarded Dun Laoghaire platform 3?

It might help in tracking down the trigger for the glitch

[scn]

Boarded Killiney; not sure which turnstile I used.

[Mark Gleeson]

Boarded Killiney; not sure which turnstile I used.

Hmm, not the fares matrix.

I had the problem on Thursday last (415009), but I used a different turnstile on Friday (415008) and there was no reoccurrence.

Advice use the turnstiles down at the staffed gate not those at the top of the stairs. We are seeking clarification as to how to avoid this issue.

[Mark Gleeson]

IE have confirmed its only a single gate which is causing trouble, so our advice is as follows

Do not use the turnstiles at the top of the stairs northbound in Pearse, when exiting the station

In a crowd you can get confused easily as to which one is which so its not worth the risk. As far was we know its the second gate in from the platform which is defective

[Thomas Ralph]

Surely they could just put the affected gate on tickets only? :/

[scn]

It was definately the second turnstile from the right that I used this morning when I was overcharged

[Mark Gleeson]

Surely they could just put the affected gate on tickets only? :/

Waiting for an answer

[Mark Gleeson]

The defective gate is now out of service to prevent further problems, so need to worry about which gate you use.