How to use your go card on the TransLink network. TransLink go card user guide

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1 How to use your go card on the TransLink network TransLink go card user guide

2 Contents The benefits of travelling using go card 2 How to travel using your go card 3 How to top up your go card 4 Touch on and touch off 6 Your guide to touch on and touch off on trains and trams 8 Your guide to touch on and touch off on buses 8 Your guide to touch on and touch off on ferries 9 Cancelling your journey 9 Transferring between services 10 go card fares 11 Fares 12 Fixed amount 14 go card fees and start-up costs 15 Savings with go card 16 Managing your go card 17 Travel credit balance 17 Transaction history 17 Balance adjustments 18 Protecting your money 19 Registering your go card 19 Card expiry 20 When does my go card expire? 20 What if my go card has already expired? 21 Damaged go cards 21 Frequently asked questions 22 Glossary of terms 25 1

3 The benefits of travelling using go card Travelling with go card on the TransLink network: Saves you money go card is at least 30 per cent cheaper than a single paper ticket. Make 9 paid journeys in a week (Monday to Sunday) and travel FREE for the rest of the week, regardless of the zones travelled. A further saving of 20 per cent applies when travelling off-peak. Travel between 8.30am and 3.30pm, between 7pm and 3am to receive an additional 20 per cent saving off your go card fare. Seniors and pensioner go card holders who make two journeys in one day travel for FREE for the rest of the day. Makes travel easy You can travel on any TransLink bus, train, ferry or tram service, any time and across all zones. You can beat the queues and not have to fumble for change. The card automatically calculates your fare when you touch on and touch off. Is convenient You can top up your card balance at over 1000 locations. You can access your go card account online at translink.com.au and over the phone on You can protect your card balance by registering your go card. This guide will show you how to get the most out of your go card. 2

4 How to travel using your go card quick guide 1 Register 2 Top up 3 Touch on 4 Touch off Remember to always touch on AND touch off or you will be charged a fixed amount which is displayed next time you touch on. Your go card is for your use only and is not transferable for use by anyone else. You can travel using go card if you don t register, but without the convenience and benefit of an online account. 3

5 How to top up your go card Always have enough money to travel by topping up your go card regularly. Your go card travel credit won t expire and you can store up to $250 on your go card. You can top up the balance of your go card at: Fare machines: Top up at fare machines with cash or debit card by selecting add value from the go card menu and follow the instructions. The maximum you can top up is $200. go card locations: Top up at selected retailers, any 7-Eleven store and attended train stations where you see the top up sign. Simply present your go card along with your payment. Visit translink.com.au or call to find your nearest go card location. Onboard: Top up onboard buses (except Brisbane Transport services), CityCats and CityFerries (cash only). You can only top up before you touch on. Ask the driver to top up your go card before you touch on. The maximum top up amount onboard is $50. Please be considerate. It may not be possible to top up your card during busy times such as peak hour. 4

6 If you register your go card you can also choose to top up: Online or by phone: You will need your 16 digit go card number and a valid credit card to top up online or by phone. Visit translink.com.au and log into your secure account using your go card number or call and ask the operator to top up your card balance. The maximum top up amount is $200. It may take up to 48 hours to process your payment so it will not be available for travel immediately. If you do not use your go card within 60 days your transaction will be reversed. Auto top-up: Auto top-up means you always have enough balance on your go card to get you to your destination. When your card balance falls below $5 it triggers a top up (of your chosen amount) from your credit card. Set up auto top-up online at translink.com.au. 5

7 Touch on and touch off Always remember to touch your go card flat onto the card reader at the beginning of your journey and touch off again at the end. When you touch on and touch off correctly your go card will automatically deduct the correct fare. The go card reader will display a green light with one beep for an adult card or an orange light with two beeps for a concession card. When you touch on, the card reader will show the balance of travel credit stored on your go card. When you touch off the card reader will show the fare deducted and your remaining travel balance. When touching on or touching off, there is no need to wait for the card reader balance display to clear from the previous passenger. Touch off Touch on It s important you touch your go card flat to the front of the card reader. If you swipe or wave your card in front of the card reader or leave it in your purse or wallet, your transaction may not be successful. When you touch on correctly your journey will be faster, transferring between services will be easier and you can travel with confidence. 6

8 Don t lose the touch It s important to touch on and touch off correctly. When you touch on or touch off incorrectly a fixed amount is automatically deducted. If your touch on or touch off is unsuccessful the go card reader will display a red light. Please try again. If the card reader displays another red light please try another card reader. If the card reader is displaying an error message or you are unable to touch on or touch off successfully please call TransLink on If all go card readers on your train or tram platform, bus or ferry are not working and you are unable to touch on you can travel for free (this trip only) do not touch off when you reach your destination. Card reader messages Red light or a red cross: please try again or try touching another card reader. Please touch again message: touch your card to the reader flat against the target. Already touched message: your card has been read, just continue on your journey. Seek assistance message: seek help from a staff member or call to report the problem. 7

9 Your guide to touch on and touch off on trains and trams Card readers are located on station platforms and major stations have card readers attached to fare gates. At fare gates touch on as you enter the station or platform to begin your journey and touch off as you exit the station or platform at the end of your journey, even when the gates are open. At card readers touch on as you enter the station or platform to begin your journey and touch off as you exit the station or platform at the end of your journey. If you are transferring between Queensland Rail train services only, touch on at the beginning of your journey and touch off at the end of your journey. Your guide to touch on and touch off on buses Card readers are located at the front and rear doors on buses. Touch on at the front of the bus. Touch off at either the front or rear door of the bus. Card readers are activated at designated bus stops only you cannot touch on or touch off at a card reader while the bus is in motion or between stops. When not at a designated stop, the card reader will display a please wait message if this message appears at your stop, please advise the driver. 8

10 Your guide to touch on and touch off on ferries Touch on at the beginning of your journey. Touch off at the end of your journey. On the ferry you can touch on and touch off at either of the card readers located onboard near the ticket seller and where you embark or disembark. Card readers are activated at designated ferry stops only you cannot touch on or touch off at a card reader while the ferry is in motion and between stops. When not at a designated stop, the card reader will display a please wait message if this message appears at your stop, please advise the ticket seller. Cancelling your journey To cancel a journey after you have touched on, wait 10 seconds and touch your card again to the reader while at the same bus or ferry stop (onboard the service) or train or tram station. You must cancel your journey within 20 minutes or you will be charged a fixed amount. You can only cancel a journey using the card reader nearest the driver onboard a bus, the ticket seller onboard a ferry or the reader located on the train or tram platform. If you re at a gated train station, leave the station through a fare gate to cancel your journey. The card reader will show: A message that no fare was deducted. The available balance remaining on your go card. 9

11 Transferring between services You can use your go card to travel on all TransLink buses, trains, ferries and trams in South East Queensland. Your go card will automatically calculate one overall fare for your whole journey. If you re using a combination of buses, trains, ferries or trams touch on and touch off each trip. If you change from one train or tram to another train or tram without leaving the station there is no need to touch off then back on again. Simply touch off when you arrive at your destination. The card reader will show a continuation of travel message. You will only pay for one journey. Transferring top tips: A journey is the distance travelled from departure to destination. A journey might involve several trips using different transport modes or routes. A transfer is a change of transport mode or route to another service or route at the end of a trip to continue a journey. A trip is the distance travelled on one route. When you transfer to another route or service you re commencing a new trip. You can make up to four trips within the one journey. Don t forget: Your journey must continue from the same zone or adjoining zone. There is a one hour time limit between transfers. That means you must touch on to your trip within 60 minutes of touching off at the end of your previous trip. You must touch on to your final trip within three and a half hours of when you started your first trip. You have six hours to complete the journey. You can transfer up to three times across all zones. 10

12 go card fares Your go card calculates how many zones you travel during each journey and then deducts the correct fare from your card balance. How does it work? When you touch on at the start of each journey your go card applies a fixed amount. When you touch off at the end of your journey your go card calculates the correct fare and adjusts your balance accordingly. The card reader displays both the fare deducted for your journey and your remaining card balance. With go card you can travel as long as you have a positive card balance. It is an offence not to touch on when travelling with your go card and failure to do so may result in a $220 fine. 11

13 Fares All fares, fees and charges are effective as at 3 November 2014 and are subject to change at any time. Zones travelled Adult fares (November 2014) go card go card off-peak Single paper ticket 1 $3.35 $2.68 $ $3.93 $3.14 $ $4.66 $3.72 $ $5.24 $4.19 $ $5.96 $4.76 $ $6.69 $5.35 $ $7.27 $5.81 $ $7.85 $6.28 $ $8.43 $6.74 $ $9.74 $7.79 $ $10.32 $8.25 $ $10.75 $8.60 $ $11.20 $8.96 $ $12.07 $9.65 $ $13.09 $10.47 $ $14.10 $11.28 $ $15.40 $12.32 $ $16.28 $13.02 $ $17.14 $13.71 $ $18.46 $14.76 $ $19.32 $15.45 $ $20.33 $16.26 $ $21.35 $17.08 $30.90 Note: go card fares are rounded up to the nearest cent. Paper ticket fares are rounded to the next 10 cents. Prices are in $AUD and include GST. 12

14 Zones travelled Concession fares (November 2014) go card go card off-peak Single paper ticket 1 $1.67 $1.34 $ $1.96 $1.57 $ $2.33 $1.86 $ $2.62 $2.09 $ $2.98 $2.38 $ $3.34 $2.67 $ $3.63 $2.90 $ $3.92 $3.14 $ $4.21 $3.37 $ $4.87 $3.89 $ $5.16 $4.12 $ $5.37 $4.30 $ $5.60 $4.48 $ $6.03 $4.82 $ $6.54 $5.23 $ $7.05 $5.64 $ $7.70 $6.16 $ $8.14 $6.51 $ $8.57 $6.85 $ $9.23 $7.38 $ $9.66 $7.72 $ $10.16 $8.13 $ $10.67 $8.54 $15.40 Note: go card fares are rounded up to the nearest cent. Paper ticket fares are rounded to the next 10 cents. Prices are in $AUD and include GST. 13

15 Fixed amount Failure to touch on or touch off will result in a fixed amount being deducted from your card balance. For your go card to calculate the fare for your journey you need to touch on and touch off otherwise your go card will not know where your journey began or ended and will not be able to calculate your correct fare. Senior Adult Concession Child Bus/ferry/tram $5 $2.50 Train $10 $5 SMBI ferry $10 $5 The next time you use your go card the card reader will show that you have been charged a fixed amount. If you see this message do not touch on again, your touch has been recorded. If you have incurred a fixed amount as a result of a system or device fault you can apply for a balance adjustment within eight weeks of the occurrence by calling TransLink on , and an investigation will occur to validate your claim. The fixed amount applied when you touch on for journeys that start at an Airport station differs from the standard TransLink fixed amount. Adult and senior go card holders $30 Concession go card holders $25 Child go card holders $12.50 For more information about Airtrain fares please contact Airtrain by visiting or calling (07) Please note, Airtrain services do not contribute to TransLink fare discounts and savings including 9 and Free and 1, 2, Free. 14

16 go card fees and start-up costs Before you start using your go card, you will need to add value to your card and pay a refundable deposit. This deposit is like a safety net which allows you to finish your journey even if you have insufficient funds on the card (as long as your balance is positive at the start of your journey). Senior Adult Concession Child Refundable deposit $10 $5 Minimum starting balance $5 $5 Card issuance fee * $5* $5* *This fee is currently waived Please note: If you purchased an adult go card before 2 December 2009 your $10 deposit is still valid. If you purchased an adult go card before 6 May 2013 your $5 deposit is still valid. 15

17 Savings with go card A go card is 30 per cent cheaper than the cost of a single paper ticket. There are many more ways a go card will save you money. Understanding the discounts available will help you to maximise your savings. Off-peak discount When you travel between 8:30am to 3:30pm, after 7pm until 3am on weekdays, anytime on weekends or public holidays you re travelling in off-peak times. When travelling during off-peak times you receive an additional 20 per cent saving off your go card fare. Frequent user discount In addition to the above savings, you travel free after your 9th paid journey in a seven day period, from Monday to Sunday, regardless of zones travelled. The frequent user discount resets every Monday. One, Two, FREE Use a Seniors Card +go, a senior go card or a green pensioner concession go card for two journeys on the same day and travel FREE on your go card for the rest of the day. For more information about what a journey is, go to page 10. Please note TransLink fare discounts and savings, including frequent user discount, and One, Two, FREE, do not apply to Airtrain services. 16

18 Managing your go card The easiest way to manage your go card is online. You need to register your go card to create your online account. Call TransLink on or visit translink.com.au anytime to set up your go card online account. You can also pick up a registration form from selected go card locations. Use your go card online account to: Set up auto top-up so you ll always have enough credit to travel. Top up your go card using debit or credit card. Check your travel credit balance, view up to six months transaction history and print GST information for taxation purposes. Transfer the balance of your card to another registered go card. Report an incorrect fare and request a balance adjustment. Check your go card expiry date. Options to manage your go card are available for all go card users. Even if you don t have a go card online account you can check: Travel balance Your travel balance is displayed on the go card reader each time you touch on and touch off. You can also check your travel balance at fare machines and selected go card locations. Transaction history You can view a transaction history of the last 10 transactions at fare machines and selected go card locations. 17

19 Balance adjustments A go card balance adjustment is a credit or debit made to your travel credit because the correct amount was not charged due to a confirmed system related issue. This could include: Inability to touch on or touch off because all card readers on your train or tram platform or onboard your bus or ferry are out of order. Inability to touch on or touch off because of an emergency evacuation or incident. Abandoned travel because a service was late or cancelled and it was too late to cancel your journey. System miscalculated the fare. Card failure during transit (e.g. if your go card stops working and you cannot touch off). The service involved must have been recorded as late or cancelled in Queensland Rail records or as recorded in the relevant operator s Operations Log report. Fixed amounts applied due to customer error are non-refundable. You must apply for an adjustment within eight weeks of the incident. After your transaction adjustment has been processed your go card balance will be updated the next time you touch on to the system. In the event that an incorrect amount has been applied to a go card, TransLink reserves the right to recall any overpayment without the cardholder s permission. You can request a balance adjustment by calling TransLink on

20 Protecting your money Register your go card so if it is lost or stolen your travel balance will be protected from the time you advise TransLink. Registering your go card When you register your go card you create a secure online account that holds your personal information and your go card serial number. Your go card holds no personal information. When you set up your account you will have to choose your own password. Be sure to keep this safe along with your go card number to help us quickly assist you if your card is lost, stolen, damaged or faulty. If your card is lost, stolen or faulty call TransLink on immediately to protect your balance. You can then arrange a new go card and transfer your deposit and travel balance from the old card to your new card. If your go card is not registered and is lost or stolen your balance is not protected. Call TransLink on or visit translink.com.au anytime to set up your go card online account. You can also pick up a registration form from selected go card locations. 19

21 Card expiry When does my go card expire? Child cards expire on the child s 15th birthday. Concession cards are programmed to expire 14 days from the date of issue unless proof of concession is provided. When proof of concession is provided the expiry date is changed to expire when your nominated concession eligibility card expires. Adult and senior cards are programmed to expire 10 years from the date of issue. Thirty days before your card expires you will see a warning message on the card reader each time you touch on or touch off. You can check your cards expiry by calling or at selected card locations. If you have a registered account you can also check your expiry date online at translink.com.au. To change your expiry date visit selected card locations. Child and concession card holders will need to show concession entitlement card or proof of age document. 20

22 What if my go card has already expired? An expired go card is not valid for travel. If you wish to continue using your go card you have 90 days from expiry to change the expiry date. If you do not change the expiry date within the 90 day grace period, the card will be cancelled and any remaining card balance and deposit is transferred to TransLink at this time. If your card has been inactive for a period of five years your card will be cancelled for dormancy and any remaining card balance and deposit is transferred to TransLink. Where remaining funds have been transferred to TransLink, you can request a refund only if your go card was registered or you can supply your go card. Damaged go cards If you can t touch on or touch off and you can see that other people can, your card may be faulty or damaged. Call TransLink immediately on

23 Frequently asked questions What should I do if my card is lost or stolen? Contact TransLink on If you have a registered card, the balance is protected from the time you contact TransLink. We can arrange to transfer the balance of your lost or stolen card to a new go card. What should I do if my card is damaged or faulty? Contact TransLink on or visit translink.com.au. What should I do if I have a negative balance on my card? You will need to top up your card before your next journey. Refer to page 4 for details about how to top up your go card. What should I do if I touched on but then my train was late or cancelled? If you have touched on to the system and your service was late or cancelled and you decide not to travel on a TransLink service after the 20 minute cancellation period has expired, contact TransLink to have your go card balance adjusted. The adjustment will be made once the delay or cancellation of the service has been confirmed. Please see page 18 for more information on balance adjustments. What happens if my go card stops working? Touch it to a card reader and take note of the message. Phone TransLink on and advise them of the error message. 22

24 What if I can t touch on or touch off because the card reader is not working? If all card readers are not working at a station platform, on board a bus or ferry and despite your attempts, you are unable to touch on, you can travel for free to complete your trip. You should not touch off at the end of your trip. If questioned by an authorised staff member, you will need to advise them of the time and station, or service, where you were unable to touch on or touch off due to the unavailability of any working go card equipment. In the case where other card readers are available for use, you must touch on from a working card reader before travelling. If you cannot touch off, your go card will not be able to calculate your fare. You will need to contact TransLink within eight weeks to have your balance adjusted. You should: Contact TransLink on to resolve the issue. Advise local staff if possible. Please see page 18 for more information regarding balance adjustments. Do I have to remove my go card from its wallet to touch on and touch off? TransLink recommends removing your card from your handbag, purse or wallet to ensure your go card can be read easily. As long as you touch on and touch off according to instructions on page 6, the card reader should be able to read your card - just look at the display on the card reader and listen for the tone to check your card is being read correctly each time you touch on and touch off. 23

25 Please note, go card is not designed to have a hole punched into it, due to the internal antenna. How can I find out about any changes to the go card terms and conditions or fees? Visit translink.com.au or call TransLink on What should I do if I have a complaint? At any time if you would like help, to ask a question or give feedback, you re welcome to call or visit translink.com.au. 24

26 Glossary of terms Authorised user A person nominated by the cardholder as the person authorised to use that card for travel. The authorised user is nominated on the application form for a registered go card. Authorised person An authorised person is a person who is, or is appointed as, an authorised person under Section 111 of the Transport Operations (Passenger Transport) Act Such persons are authorised to exercise a range of powers under that Act relating to transport services. Cardholder The person responsible for all fares, fees and charges incurred by the use of the card by any person until the card is cancelled. Card balance The stored value available on a go card to pay for the cost of travel. You can store up to $250 on your go card. The card balance does not include the refundable deposit paid to be issued with a go card. Fixed amount An amount deducted when the go card touches on at the start of a trip. When you touch off at the end of your trip the correct fare is calculated and the go card balance is adjusted accordingly. TransLink fares and savings applied as a result of using go card do not apply to Airtrain services. Journey Travel from departure to destination. A journey might involve several trips using different transport modes. The sum of these trips will make one journey when you transfer correctly. 25

27 Maximum journey time The maximum amount of time permitted for a single journey using a go card. That is, the maximum amount of time permitted between touch on at the start of the first trip of a journey and touch off at the completion of the final trip of a journey. Maximum transfer time The maximum time permitted between touch on at the start of the first trip, and touch on at the start of the final trip of the journey. Registered card A go card that is linked to the personal details of the cardholder held on a secure central system. Top up The act of increasing the card balance on a go card by crediting funds to the card. Touch off To present a go card to the TransLink logo on the card reader on completing a journey or trip, resulting in a response from the card reader that the transaction is successful. For the purposes of the Transport Operations (Passenger Transport) Act 1994 touch off has the same meaning as TAG OFF as defined in that Act. Touch on To present a go card to the TransLink logo on a card reader at the start of a journey or trip, resulting in a response from the card reader that the transaction is successful. A preset amount (see fixed amount) is deducted from the go card at touch on. For the purposes of the Transport Operations (Passenger Transport) Act 1994 touch on has the same meaning as TAG ON as defined in that Act. 26

28 Transfer The act of disembarking from one TransLink service at the end of a trip and embarking on another TransLink service at the start of another trip. When you transfer correctly your go card will automatically calculate one overall fare for your whole journey. TransLink The TransLink Division of the Department of Transport and Main Roads. Formerly the TransLink Transit Authority ABN a body corporate established under the Transport Operations (TransLink Transit Authority) Act Trip Travel on one route, point of embarkation on a vehicle (or vessel) to a location where the passenger disembarks from the vehicle. When you transfer to another route or service you re commencing a new trip. You can make up to four trips within one journey. Unregistered card go card not linked to personal details of the cardholder. 27

29 Visit translink.com.au or call your link to public transport, timetables, savings, go cards and more. Interpreter Service call National Relay Service TTY and modem call Direct TTY call Accessible transport visit translink.com.au/accessibletransport Speech to Speech Relay Service call This document is intended as a general reference and information is subject to change. Please refer to translink.com.au or call Effective January 2015 Visit translink.com.au or call

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