Magnetic Swipe Cards Stay

Customers can still use their old magnetic swipe fare cards on Chicago public transportation until officials resolve problems with the new Ventra card system.

The old cards were scheduled to be phased out on Monday. But, in response to customer complaints, the Chicago Transit Authority postponed the transition Wednesday.

“It was not executed as smoothly as expected,” said Forrest Claypool, president of CTA.

Magnetic swipe card users have transitioned to Ventra more smoothly than Chicago Card and Chicago Card Plus users, Claypool said. However, CTA has decided to extend the use of magnetic cards because of high volumes of Chicago Card and Chicago Card Plus users who were unable to activate their new Ventra cards.

This is the first new fare card system in 20 years Claypool said, and glitches are expected to occur.

Claypool said the CTA is taking a series of steps in regards to the magnetic swipe system and Chicago Card members.  The first step is an increase in customer service representatives at the call centers.

Brian Steele, spokesperson for CTA, said today there are approximately 100 customer service representatives in the call centers. CTA’s goal is to triple that number in the next few weeks, Steele added.

Claypool said until CTA rectifies the issue with individuals transitioning from the Chicago Card to Ventra, they will  allow Chicago Card users to reload their cards. CTA users can still purchase and reload their magnetic swipe cards until further notice, he said.

Elizabeth Millian, a professor at DePaul University, was riding the Pink line Wednesday and said she has been a Chicago Card member since she moved to Chicago in 1999. She said when she received her Ventra card and tried to activate it she was unable to, because she never got an email with her member access number.

Claypool said individuals who did not receive an email from the CTA neither no longer used the email address attached to their CC member account or simply overlooked the message in their inbox.

But even when Millian activated her card she was still unable to use it because of account issues.

“I couldn’t figure out how to create an account and add money,” Millan said.

Claypool said the transition was not executed as smoothly as expected, and CTA contacted Ventra immediately to rectify the customer service issues.

“At this time, we still expect a December 15th deadline for the full transition,” Claypool said.

Steele said that many of the individuals who were unable to successful transition over to the Ventra system and/or experience high wait times on Monday were completely bypassing the telephone prompts and going straight to the operator.

“70 percent of people pressed zero right away,” Steele said.

Steele suggest individuals attempting to activate their Ventra cards follow the prompts on the customer service line in order to cut down on wait times, and achieve their desired results.

Despite the glitches in the transition to a completely Ventra operated CTA, Steele said there have been over 9,000 Ventra accounts established since the system was initiated, and the system is working well overall.

“I received my card and used it right away,” said Larry Evans, a hospital worker who was waiting for the Brown line on Wednesday said, “It’s been fine. No glitches. No nothing.”

Steele said the biggest problems were experienced by riders transitioning from Chicago Card and Chicago Card Plus accounts. Yet, many of those individuals were able to transition smoothly as well.