Trouble in smart fare card paradise...
http://www.thestandard.com.hk/news_detail.asp?pp_cat=11&art_id=90475&sid=26061438&con_type=1
MTR passengers taken for ride in Octopus fare glitch
Scarlett Chiang
Thursday, November 12, 2009
Human error caused about 2,000 Octopus card holders to be overcharged by a total of HK$5,000 while taking a trip on the MTR West Rail from November 6-10.
The MTR Corp found that its automatic fare collection system overcharged some passengers 20 cents to HK$2, instead of allowing them to enjoy a cash rebate promotion.
Those taking the West Rail after taking the Light Rail or MTR buses are affected, but not those whose West Rail trip was cheaper than the Light Rail or bus trip.
"For example, if the West Rail trip cost HK$3.40 and the Light Rail cost the client HK$3.70, the client would not enjoy the cash rebate of the HK$3.70 and lose 30 cents instead," the MTR spokesman explained.
He said the discrepancy was caused by human error during the programming process to upgrade the system to offer planned fare promotion.
The company apologized for the error.
A list of the affected Octopus card numbers will be available today on the MTR website,
www.mtr.com.hk. Those affected may register their cards at special counters at Tuen Mun, Siu Hong, Tin Shui Wai, Long Ping, Yuen Long and Kam Sheung Road stations starting from today to next Wednesday, from 7am to 10pm.
They may have a free single journey ticket for each journey that was incorrectly deducted as compensation. Passengers may also call the MTR hotline on 2881-8888.
"This is a serious matter, and we have launched a thorough review of the process involved in upgrading the Automatic Fare Collection system software," said head of operations Choi Tak-tsan.
Legislator Wong Kwok-hing, of the New Territories East constituency, said the incident again showed the unreliability of electronic money.
"We are urging the government to have a penalty system for either MTR or the Octopus card company if there are any more wrong deductions," Wong said.