Toulouse. Users lose their tickets with the new app, Tisséo explains
By Guillaume Laurent
Published on
It is a tariff whose users Tisseo would have gone well in the midst of inflation, and after the rise in public transport fares in the agglomeration… On the occasion of the deployment of a new version of its application, last April, Tisseo had applied the ticket online. A novelty to Toulouse. On paper, the principle is simple: this service allows you to buy tickets with your bank card, store them in your account in the Tisséo app, and validate your various journeys by presenting your phone to the terminal. Except that according to several testimonies, corroborated by numerous feedback from users on the play store from Google, the device is not fully developed. Some have so lost their 10-trip tickets along the way… even though they had not expired! Why does the app lose these valid tickets? Do the titles have a limited period of validity? And how to proceed in the event of a problem? Response elements.
“I paid 14.80 euros for the round trip”, testifies a user
Several Internet users have reported problems related to the purchase of titles online on the Tisséo application, and the use that follows. Among them, Wilfrid took a 10-ride ticket to take the bus and go to town: after making a round trip, this user let several weeks pass, “about three months”, he says, but wanting to take the metro to see Téfécé challenge PSG at the Stadium on August 31, “everything was gone”. The young man stumbled on the security gates and “found himself having to take two one-way tickets at the terminal”, he says. And he had to wait 20 minutes in line in front of the crowded ticket machines on this match night… On arrival, the observation is painful: 14.80 euros one round trip, the journey is expensive! Very busy, Wilfrid did not bother to contact Tisséo again to be reimbursed… But in lack of confidence, he “will no longer use the application to buy” his titles.
A journalist fromToulouse News also tested the device, and it’s the same topo. His 10-trip ticket was lost twice, even though he had only made a few trips. Having left for three weeks on vacation this summer, the app had lost all of its remaining titles on its return… Attempts to restart did nothing. Problem. Especially since when you relaunch the application, it has certainly kept the identifiers, but the “Purchase history” tab remains desperately empty.
On the Play Store, Tisséo is turned on by its users
On the Play Store, the rating of the app has melted like snow in the sun: in a few weeks since the launch of the new version, it has plummeted to 1.9 out of 5 (with 4,250 reviews now). Not brilliant. Tisséo admits that his note has singularly fallen, and recognizes that it is “related to payment issues”. On Apple, where the title purchase functionality is “not technically possible” according to Tisséo, the score is also (slightly) better: 2.7 out of 5. Result: as often, Android users are merciless with Tisséo in their comments… Florilège.
” [L’application] made me lose money: the tickets no longer worked”, denounces Julian. “I had to reinstall the app and lost my previously purchased tickets.”
“Fed up with this app”, criticizes Married. “Could you not make us easyticket?” At least it worked.” This network user reports: “Twice I buy 10 trips and my card disappears after 3 trips. Title no longer valid in full use! No title then available that I bought 10 yesterday, and that it worked on the tram line. Then when taking the metro, nothing! Practice “.
“Following an update, I lost my monthly subscription purchased on the application”, stacks up Paul-Edouard. “I contacted customer service, after a week, they replied that I was not the only one and that it was a frequent problem”. According to him, the use of Tisséo was beneficial: “They asked me to uninstall and reinstall the application to recover it, it worked after 5e test “. And to conclude, half satisfied: “Since then, I have my subscription again on the app, but I can no longer validate it on the bus”.
“Like too many others, I was unable to validate my tickets on board buses, trams and the metro, with the latest version. To make mad”, also writes Anthony. “I contacted the digital service who asked me to disconnect my account and re-identify myself”. This time, it worked: “My 10-trip book was not lost”.
Tisséo sets up a “task force” to deal with customer feedback
According to Tisséo, it is “the disconnection of the application that causes the user to lose the visibility of his titles”, but he generally finds them “on reconnection”. usually. Because according to several testimonies, this trick does not work every time. Aware of the problem, Tisséo tries to deal with it: “We have set up a task force to correct most of the feedback”, to advance Frank Lesens. The director of information systems and innovation at Tisséo relativizes the extent of the problems encountered:
“We have 350,000 daily active users on the Tisséo application, but only 1% of them express themselves. And generally, like everywhere, they are the most dissatisfied…”.
This new feature is even very successful, according to Julien Bernadou, digital and information manager at Tisséo, who is making progress “3,500 ticket validations per day by telephone”. And according to the transport authority in the agglomeration, the two best-selling titles are unsurprisingly “the 1 trip and 10 trip tickets”. It is therefore on the latter, very often used over time by the user, that the problems are concentrated. If he assures that the difficulties are marginal, the director indicates that “as long as there is feedback, we will work to improve”.
Three functions in one in the Tisséo app
Last spring, Tisséo produced a real big bang of its mobile environment, by eliminating certain applications (Ticket Easy, Pass Easy) and merging them into that of Tisséo, the most used, in order to allow the user to better navigate.
“The new Tisséo app is the only transport network in France to offer three essential services for the user”, defends Franck Lesens. “So, the more functions there are in an application, the more complicated it is to manage…” Especially since, as Tisséo managers point out, you always have to deal on the one hand with “major technological differences between the many brands of telephones”, and on the other to the “differences in appreciation of the application” by the user, who “does not always know how to use” contactless payment as it should.
“In the Tisséo app, we have three essential functions: passenger information (with the next passages updated in real time and route calculations, two very popular features which are unfortunately not rated by users), the recharging of Pastel cards by users, a function that is also widely used, and finally the purchase of tickets online, or e-Pastel card, with in particular 10-trip tickets”.
What to do in case of trouble ?
But what if you lose all or part of your 10 trips in the application? Tisséo invites the users concerned to “connect and disconnect, which implies the loss of one-trip tickets”, but should (theoretically) “allow you to find your 10-trip ticket”. Because the organization assures it: the titles purchased via the application do not have “no time limit”.
If this does not solve the problem, Tisséo advises to “check system settings his phone”, and thus “to ensure that all the tabs allowing NFC payment be activated”. As a third resort, Tisséo calls to question its specialists “via the stores, where the digital team will respond”.
In any case, Tisséo also invites you to “check that the app is up to datewith the latest version available” in the Play Store.
Lastly, the user can also reach the after-sales service customer, by contacting Hello Tisseo on 05 61 41 70 70 (from 6 a.m. to 8 p.m. Monday to Friday, and from 8:30 a.m. to 6:30 p.m. on Saturday), or by completing the online complaint form. According to Tisséo, “after investigation, if the loss of titles is proven, the user is recredited”. If, on the other hand, there is no trace of the titles in question in Tisséo’s computer systems, it is finished…
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