Review
Response from developer
Thank you for your positive feedback! I'm glad to hear that you find FAIRTIQ practical and easy to use. Your recommendation means a lot to us! Best regards, Julian from the FAIRTIQ team
Not getting the sms code
Response from developer
Hi, could you contact us via hello@fairtiq.com ? I'll be able to help you :)
Not ready for prime-time
The VMT website provides timetables for some routes at the outer edges of their area that are not eligible for FAIRTIQ ticketing. App provides no clear way to determine this and customer service gets snarky when asked about it. It appears there is a VMT map. Do the instructions tell users how’s to consult the map to ensure their route is eligible?
Response from developer
Hi Sister MEB, thank you for your honest feedback. We are sorry that you had a bad experience with the app. It is very important to us that we provide help in the best possible way to anyone who needs it. That is the standard by which we operate. We will pass on your feedback internally and take the necessary steps to improve it. Thank you very much and kind regards, Tom from FAIRTIQ
Ridiculous request for the private data
Response from developer
Hi Alex_IV, we do understand your concerns. Unfortunately, these are conditions set by the industry for mobile tickets. Thank you for your understanding. Best regards, Tom from FAIRTIQ
Lockup
Response from developer
Hi Mph1954, Thank you very much for your feedback and for using FAIRTIQ! It sounds like, the train was already moving OR the connection was limited, which caused the long loading screen. It may help to close the app and re-start it. We hope, that your next experience will be better, and that you'll re-evaluate your rating. Best wishes, Tom from FAIRTIQ
Frequent Incorrect voyage information and no support.
Response from developer
Bonjour :) C'est dommage que vous n'aimiez pas notre application. Qu'entendez-vous par informations de voyage incorrectes ? Vous pouvez nous contacter à l'adresse feedback@fairtiq.com si vous avez été facturé à tort pour votre voyage. Meilleures salutations Marc de FAIRTIQ
Annoying and worrying.
Response from developer
Hi :) Thank you for your message. It is possible that there may be some delays in checking in or out. Have you set your location settings in the app to "Always"? This setting must be set for a smooth process. Best regards Marc from FAIRTIQ
A little easy to misuse, quick customer service
The app seems like it’s a little too easy to misuse. By default, they should enable reminders about closing one’s trip, maybe asking them what their destination stop is to help with delivering the reminder promptly; it would be good to ask users to opt out of such reminders rather than opt in. Users *will* occasionally forget to stop their trips and they should make it really easy and clear how one can request a refund too. The app wasn’t stupid-proof enough for me, and it won’t be for others too.
In my opinion, the basic design choice of requiring users to remember to stop trips is really a questionable one. That said, otherwise, the app is well-designed and customer service was responsive (after I gave an initial 2 star review—not sure if that was related). Honestly, I’d give 3.5 stars if I could.
Response from developer
Hi! Thank you for sharing your experience and suggestions. Don't worry, we serve all our users very promptly no matter if there are public reviews or not. Have you tried our smart stop feature? This feature stops your journey on your behalf if you forget. Best, Julian from the FAIRTIQ team
Payment not accepted
Response from developer
Good morning Thank you for your message. We are sorry that you are not satisfied with our app. Perhaps you are using a credit card that is not accepted by us. Here you will find a list of all accepted cards: https://support.fairtiq.com/hc/en-us/articles/360021581459-Accepted-means-of-payment Otherwise, please feel free to contact feedback@fairtiq.com. They will be able to help you.
Privacy
Response from developer
Dear customer, thank you for your feedback. Location data is only saved when the user is checked in or temporarily in order to display the next stop before check-in when the app is in the foreground. To ensure a smooth journey, the app needs the "Always" permission. With this, the app can restart in the event of a crash or inadvertent forced closure (“killing” the app by the user) and continue to collect location data (as described in our terms and conditions, ONLY when checked in). Once the app is reopened, the otherwise lost data can be retrieved to ensure the correct trip is calculated. Without this possibility, the chance is very high that a wrong trip and probably a wrong price will be charged, which is neither in the interests of the customer nor of the public transport. Also for fraud reasons, we need to know where the customers are travelling (as stated in the terms and conditions, ONLY when checked in), as our partners (transport companies) do not want to lose any money if customers have a valid ticket for public transport for the entire region. We hope that you now better understand the reasons for this permission. We understand that this condition is not ideal. We would like to switch the permissions on and off at every check-in or check-out. We are currently looking into ways of being able to switch to "while using" - also directly with Apple. More on this here: https://support.fairtiq.com/hc/en-us/articles/4405382683410-iOS-Always-Allow-location-permission. Kind regards - Jeremy from the FAIRTIQ team
