Toulouse. Users lose their tickets with the new application, explains Tisséo

Tisséo users complain about the untimely loss of their transport tickets in the new application
Tisséo users complain about the premature loss of their tickets in the new application. (©GL / Toulouse News)

It is a failure whose users of Tisseo would have done well in full inflation, and then the increase in public transport fares in the agglomeration… On the occasion of the deployment of a new version of your application, last April, Tisseo had established the ticket online. A novelty for Toulouse. On paper, the principle is simple: this service allows you to buy tickets with your bank card, store them in your account on the Tisséo app and validate your various trips by presenting your phone at the terminal. Except that according to various testimonials, corroborated by numerous user comments on the Play store from Google, the device is not fully developed. some have it they lost their 10 ride tickets on the way… even though they hadn’t expired! Why does the app lose these valid tickets? Do the titles have a time limit? And how to proceed in case of problem? response items.

“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 in the Tisséo application and the use that follows. Among them, Wilfrid I take a 10 trip ticket to take the bus and go to the city: after making a round trip, this user let several weeks go by, “about three months”, he says, but wanting to take the metro to see Téfécé challenge PSG in the Stadium on August 31. “everything is gone”. The young man stumbled through the security gates and “had to take two one-way tickets at the terminal,” he says. And he had to wait 20 minutes in line in front of the ticket machines on this match night… Upon arrival, the observation is painful: 14.80 euros round trip, travel is expensive! Very busy, Wilfrid did not bother to get in touch with Tisséo again to get a refund… But, due to lack of trust, “he will no longer use the app to buy” his titles.

a journalist fromNews from Toulouse I also tried the device, and it is the same mole. His 10-ride ticket was lost twice, even though he had only taken a few rides. Having been away for three weeks on vacation this summer, the app had lost all of its remaining titles upon its return… Attempts to restart were to no avail. problematic. Especially since when you restart the app, you have certainly kept the tokens, but the “Purchase History” tab remains hopelessly empty.

In the Play Store, Tisséo is turned on by its users

In the Play Store, the app’s rating has melted like snow in the sun: in a few weeks since the release of the new versionshe fell to 1.9 of 5 (with 4,250 reviews now). Not bright. Tisséo admits that his note has singularly fallen, and acknowledges that it is “related to payment issues.” At Apple, where title purchase functionality is “technically not possible” according to Tisséo, the score is also (slightly) better: 2.7 out of 5. Result: As always, Android users are ruthless with Tisséo in their feedback … Florilege.

” [L’application] it made me lose money: the tickets were no longer useful”, denounces Julian. “I had to reinstall the app and lost my previously purchased tickets.”

“Tired of this app”, criticizes Marie. “Could you give us back the easy ticket?” At least it worked.” This net user reports: “Twice I buy 10 trips and my card disappears after 3 trips. The title is no longer valid in full use! There is no title available even if I bought 10 yesterday, and that the tram line worked. Then when taking the metro, nothing! Practice “.

“After an update, I lost my monthly subscription purchased in the application”, accumulates Paul-Edward. “I contacted customer service, after a week, they told me that I was not the only one and that It was a common 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 5me trial “. And to conclude, half satisfied: “Since then, I have my subscription again in the app, but I can no longer validate it on the bus”.

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“Like many others, I was unable to validate my tickets on board buses, trams and subways, with the latest version. make angry”, also write Anthony. “I contacted the digital service that asked me to disconnect my account and re-identify myself.” This time it worked: “My 10-trip notebook was not lost.”

Tisséo creates a “working group” to deal with customer feedback

According to Tisséo, it is “disconnection from the application that causes the user to lose the visibility of his titles”, but he usually finds them “when reconnecting”. Usually. Because according to several testimonials, this trick does not always work. Aware of the problem, Tisséo tries to remedy it: “We have launched a working group to correct most of the comments,” advantage Frank Lesens. Tisséo’s director of information and innovation systems relativizes the scope of the problems encountered:

“We have 350,000 daily active users on the Tisséo app, but only 1% of them express themselves. And in general, like everywhere, they are the most dissatisfied…”

frank lesensDirector of Information Systems and Innovation at Tisséo

This new feature is even very successful, according to julian bernado, information and digital manager at Tisséo, who is progressing “3,500 ticket validations per day by phone”. And according to the agglomeration transportation authority, the two best-selling titles are, unsurprisingly, “the 1-ride and 10-ride tickets.” Therefore, it is in the latter, widely used over time by the user, where 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”.

“There is no ticket available” says Tisséo to some of its users, even though they have bought 10-journey tickets that are still valid… (©GL / Toulouse News)

Three functions in one on the Tisséo app

Last spring, Tisséo produced a real big bang of its mobile environment, eliminating certain applications (Ticket Easy, Pass Easy) and merging them with Tisséo’s, the most used, to allow better user navigation.

“The new Tisséo app is the only transport network in France that offers three essential services for the user”, defends Franck Lesens. “So, inevitably, the more functions there are in an application, the more complicated it is to manage…” Above all because, as those responsible for Tisséo point out, you always have to deal, on the one hand , with “great technological differences between the many phone brands”, 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 tickets updated in real time and route calculations, two very popular features that unfortunately are not valued by users), the recharge of Pastel cards by part of the users, a function that is also widely used, and finally the purchase of tickets online, or e-Pastel card, especially 10-trip tickets”.

frank lesens

What to do in case of problems?

But what if you lose all or part of your 10 rides in the app? Tisséo invites interested users to “connect and disconnect, which implies the loss of tickets for one trip”, but should (theoretically) “allow you to find your 10-trip ticket”. Because the organization ensures it: the titles purchased through the application do not have “Without time limit”.

If this does not solve the problem, Tisséo advises “check system settings your phone”, and thus “ensure that all the tabs that allow NFC payment activate”. As a third resource, Tisséo calls to question his specialists “through 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 Contact Customer Service, when contacting hello tisseo at 05 61 41 70 70 (from 6 a.m. to 8 p.m. from Monday to Friday and from 8:30 a.m. to 6:30 p.m. on Saturdays), or by completing the online complaint form. According to Tisséo, “after the investigation, if the loss of the titles is verified, the user is credited again.” If, on the other hand, there is no trace of the titles in question in Tisséo’s computer systems, that’s it…

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