The launch of LTC’s smart card technology is underway!

The following Q&A’s are provided to answer some of the most commonly asked questions. If you have other questions, please contact us at 519-451-1347 or via email at ltc@londontransit.ca.

Please be advised that if a card is tapped before February 1, 2016, a ticket fare will be deducted from the stored value on the card because a negative balance of one fare is allowed and the pass is not yet active.
 Do I have to start using a smart card for my bus pass now?
Paper passes and photo IDs will be phased out eventually, but for now LTC customers may choose to continue using the existing paper pass style OR switch to a smart card.
I like to buy my pass on the 15th. Can I transfer it to a smart card after the 20th?
For this month only, if you want your monthly pass on a smart card, you will have to wait until January 20th. In future months, smart card passes will be available beginning on the 15th of the previous month. If you purchase a February pass prior to January 20th, you will not be able to transfer it to a smart card, you will need to wait until you purchase your March pass.
 How do I register my smart card once I have it?
Click here for instructions on how to register your smart card.

If you would like to register your smart card now, click here.

 When do I start using my smart card?
The monthly pass loaded on your card is effective February 1, 2015, until then, your card is not valid for use.
 What do I do if my smart card doesn’t work?
If you see a red screen with an X,  we ask that you take the following steps:

          1. Tap your card again, being careful to hold your card near the reader for
              3 seconds
          2. If you see the red screen again, show your card to the operator and
              continue boarding.
          3. Try your card again on your next trip. If you continue to experience
              difficulty, please contact the LTC and advise of the error message and
              Test Card serial number.

 How long do I use my smart card?
Your smart card is designed to last for several years. You can reload the card as required either by visiting an authorized reseller of LTC smart media fares (currently LTC offices only) or via the LTC website.
 Can I share my smart card with my friends or family?
The fare media loaded on your smart card is transferable. This means that you can share your monthly pass with a friend or family, as long as you are not travelling together. The monthly pass loaded on your smart card allows only one rider to board the bus.
 Do I need to show my LTC photo id to the operator when I use my smart card?
No, your LTC photo id is no longer required as part of your monthly pass. The pass is now transferable so anyone can use it.
 Why do some smart cards have a “C” in the bottom corner?
Smart cards that will be used by a holder that pays anything other than an adult fare will have a card with the C in the bottom corner. The “C” represents concession and indicates to the card holder that this card will only load concession fares (senior, child, student).

If an adult attempts to board with a smart card with a “C” on it, they will be requested by the operator to pay the difference between the concession fare on the card and the adult fare.

 How will the Operator know what card has been tapped?
The operator’s display screen indicates the type of fare that has been taken from your card when you tap. For example, if a card with a senior monthly pass is tapped, the operator will see that a senior pass is loaded on the card and expect the card holder to be a senior. If the card holder appears to not qualify for the type of fare tendered, the operator will ask the card holder to pay the difference between the fare tendered and the adult fare.
 How long does it take for my card to be updated with a new pass?
If you load a new pass on your card at a location with a point of sale terminal, your card will be updated immediately. If you load a new pass on your card via the internet, you should allow 48 hours for your card to be updated.

This delay is due to the required time for the online transaction to be processed and confirmed. Given this delay, we suggest you load your next monthly pass 3 days before the current pass expires.

 Do I have to register my card online?
The choice to register your card online is yours. The functionality of the card is not impacted by whether the card has been registered.
 Why should I consider registering my card?
If you have registered your card online, it can be replaced if it is lost or stolen. Only cards that have been registered can be replaced with the value that was on the lost card.
 What do I do if I lose my card?
If you have registered your card online, you can notify LTC of your lost card, and it can be replaced with a new card with the same fare media that was on the lost card. There is an administrative fee of $3 associated with the replacement of your card.

You can notify LTC of a lost card by calling 519-451-1347 or by indicating that your card has been lost or stolen on your online user account.

 Why is LTC moving to a smart card system?
LTC completed a business case assessment for the smart card system, which determined that the $3.7 million investment (fully funded by Provincial Gas Tax) has an expected payback of 8 years, noting in addition to the payback, the system:
 

ü  provides greater flexibility for the customer in terms of fare options and pricing

ü  lowers/contains fare administration cost – i.e. currently averaging $0.09 per average cash, ticket and monthly pass fare

ü  provides more accurate and timely revenue and ridership counts

ü  links ridership and service data (rides & revenue by time of day, day of week, route)

ü  supports improved boarding time, reducing dwell time at stops

ü  mitigates fare disputes i.e. tendering of appropriate fare and transfer use

 How will the card work?
 

 

 

Simply tap your test card on the card reader located at the front door of the bus. The screen on the reader will display as indicated below.

If  you see a green screen with a checkmark,
your trip has been recorded.

If you see a red screen with an X, your fare has not been tendered.

 When will the system be available to all customers?

The planned phasing steps are set out below, noting subsequent steps will not be initiated until such time as any issues with the current step have been addressed.

    √  Fanshawe students tapping their cards
    2.  Issuance of smart cards to the general public for monthly passes
    3.  Reloading of monthly passes via internet and at revaluing locations
    4.  Issuance of smart cards to the general public for stored value (ticket fares)
    5.  Reloading of stored value via internet and at revaluing locations
    6.  Western students tapping their student cards

Status to Date:

Effective September 1, 2015, Fanshawe students began tapping their student cards on the smart card readers to record their trip. 

Beginning on January 20, smart cards will be available to the general public at LTC locations only (450 Highbury and 150 Dundas). Initial launch of the smart cards will include monthly passes for February only (Citipass, Weekday pass, Senior pass or Post-Secondary Monthly pass).

 What fare products will the smart card replace when the system is launched?
The smart card fare media will see:

ü  all existing monthly pass fare programs being replicated on smart card. The smart card passes become transferrable (no photo id), within defined parameters

ü  the tuition-based pass programs integrated with the smart card system. The tuition-based pass programs will continue to be non-transferrable

ü  all existing ticket fare programs being replicated on smart cards as stored valued cards replacing the paper tickets

ü  the existing 90 minute transfer will be automatically loaded on the smart card at time of fare payment so if you tap again within the 90 minute window, no fare will be deducted from your card

 What are some of the other features of the smart card system?

ü the system will function with LTC smart cards only, it will not interface with debit or credit cards. This option will be reassessed in the future.

ü the smart cards will be reloadable (revalued)

ü smart card distribution and revaluing will occur at LTC locations and selected number of third party locations

ü the internet can also be used to revalue a smart card

ü debit/credit cards will be accepted at LTC locations for purchase of smart card fare media

 Will paper passes and tickets be phased out immediately when the smart card system is launched?
Smart cards will be introduced slowly, allowing LTC customers to make the decision to change from the traditional paper fare media, however at some point in the future, the paper passes and tickets will be phased out. The dates for elimination of paper passes and tickets will be communicated well in advance.  Cash fares will continue to be accepted on all LTC services.
 How will I claim my monthly pass purchase on my income tax without a paper pass as proof?
If a user wishes to claim pass purchases on their income tax, they will need to register their smart card on the Web portal. Once registered, they will have access to the transaction history on their card, which can be printed for tax purposes.
 How will I be able to tell the balance remaining on my card?
The on-board validator will display the remaining balance on your smart card each time you tap. Additionally, you can ask the operator to “query” your card, and you will be able to see the balance at any time. There is also a reminder tone that will play when the balance on your smart card is getting low, or the monthly pass is close to expiry.

Also, if you register your card on the web portal, you will be able to see a transaction history and balance at any time.

 Can the smart card be used on both conventional and specialized services?
Yes, the smart card can be used on both the conventional and specialized services

ü all conventional buses will have fixed smart card readers at the front doors of the bus - customers will tap with their smart card  to record the trip, levy the appropriate fare and apply the 90 minute transfer

ü hand-held readers will be utilized on all specialized vehicles to record the trip, levy the appropriate fare and apply the 90 minute transfer

 What if I lose my smart card?
If a customer registers their card on the web portal, the LTC can replace a lost or stolen card, with the value that was left on the card. If a card is used anonymously (ie not registered), there is no protection to the customer if it is lost or stolen.