FAIRTIQ

Needs improvement on instructions and customer service (especially attitude) to be ready to serve the fringes of the customer base- tourists, non-native speakers, elderly, etc. The VMT website provides timetables for some routes at the outer edges of their area that are not eligible for FAIRTIQ ticketing. App provides no clear way to determine this and customer service gets snarky when asked about it. It appears there is a VMT map. Do the instructions tell users how’s to consult the map to ensure their route is eligible?

If you start a trip, realize you need to add a person, and stop, the app locks up for 15 minutes and does not allow another trip to start in parallel, which is bad if you are already on the train

Frequent incorrect voyage information and no support except automated emails. Very easy to misuse.

Occasionally hangs on attempts to activate or stop. Location setting and tracking concerns.

I was traveling and used the app for the first time to get to the main train station to catch an intercity train. I was rushing a bit and forgot to “stop” my trip. I ended up getting charged for ~4x my fare. I contacted customer service and they were able to refund me, and quite quickly at that. The app seems like it’s a little too easy to misuse. By default, they should enable reminders about closing one’s trip, maybe asking them what their destination stop is to help with delivering the reminder promptly; it would be good to ask users to opt out of such reminders rather than opt in. Users *will* occasionally forget to stop their trips and they should make it really easy and clear how one can request a refund too. The app wasn’t stupid-proof enough for me, and it won’t be for others too. In my opinion, the basic design choice of requiring users to remember to stop trips is really a questionable one. That said, otherwise, the app is well-designed and customer service was responsive (after I gave an initial 2 star review—not sure if that was related). Honestly, I’d give 3.5 stars if I could.

Note that for the article about payment problems on their own site, only 48 out of 232 find it helpful. This app is not ready for prime time. If more than 3/4 of people find the support unhelpful, some new engineers are needed. Deleting the app, because it won’t work. Don’t waste your time.

Nice concept but the App won’t work with location tracking set to “While Using” although it is an option. I will remove and delete my account after my trip is complete.

This app has saved me so much time and energy buying tickets and worrying about missing catching a train because I haven’t got a ticket yet. Best Swiss app I’ve ever downloaded.

use it since two years. if there is ever a problem when recognizing the place you start or stop, they immediately give a feedback and correct it. customer service is efficient and reliable.

It is hard to imagine what honest purpose it solves to require sharing location always not just when the app is being used. If not an honest purpose, then it’s an intrusive and dark purpose. Deleting this spyware and finding another way to do what I have to. Doesn’t matter what your privacy policy states. There is no forgivable reason to collect positon always. Uber doesn’t do it. No other app Does. None except FAIRTIQ. Figure it out. Do like everyone else and share location only while the app is being used. Requiring my location ALL THE TIME for the less than 0.1% of the week I might use your app is Unforgivable. I have a simple work around instead of turning track location on and off manually - don’t use the Fairtiq app. That takes no time. In fact, I’m much happier with that solution.