If you think that a farebox has taken the fare off a passenger's smart card instead of a transfer, if the passenger can tell you what the balance was before the transaction, you can check the current balance by pressing the “C” button.
For passengers who pay half fare, if the farebox should be deducting a transfer do NOT press the half fare card or cash button. This will overwrite the transfer and cause the $.60 fare to be deducted. If the passenger is not sure if there is a valid transfer on the card check the card using the "C" button BEFORE anything is done to see if the transfer is still there. Refer to previous handouts for further detail.
Remind passengers that transfers are good for 90 minutes and may be used at any stop in the system. If the passenger rode the bus twice within 90 minutes, the first time they paid cash and the second time the transfer was used so the fare deduction at the terminal is correct.
If you send a passenger to the window to see a customer service specialist to have their balance checked, DO NOT
tell them the customer service specialist will put the money back on their card. The customer service specialist will work with the passenger to determine if the fare was improperly deducted as we know that there are times the farebox says a fare was deducted, but it was not. The customer service specialist has the final say in whether the fare is added back to the card.
If you are 100% certain
that a fare and not a transfer was deducted, go with the passenger to the window and explain EXACTLY what happened to the customer service specialist. The customer service specialist will work with the passenger to make the correction as necessary.