Calgary Transit UPasses: Digital Glitch Sparks Student Outcry

CALGARY — Students at the University of Calgary are facing disruptions with their UPasses this semester as issues with the MyFare system have prevented some digital passes from appearing in student accounts. This has led to frustration among those relying on the digital system for public transit access.

The Deeper Context

The MyFare system, managed by Calgary Transit, is designed to deliver UPasses to eligible students within 48 to 72 hours after account setup. However, discrepancies such as changes in enrolment status or issues with myID linkage can lead to delays or reversals. The City of Calgary, in partnership with post-secondary institutions, has been steering students towards digital passes as part of a broader initiative to modernize transit fare collection. Yet, the transition has not been seamless. Reports from external sources, including social media, highlight recurring glitches and issues with the app. While Calgary Transit acknowledges these challenges, official documents lack quantitative data on MyFare’s reliability, and the university directs students to their UPass office for unresolved cases. Despite these challenges, a physical UPass sticker remains an option for those experiencing digital difficulties.

The Critics & Costs

Criticism has been directed towards the MyFare support infrastructure, which users describe as lacking efficient communication channels. Complaints include the inability to wait on hold or receive callbacks, with email support reportedly taking up to three business days for responses. This has raised concerns about the efficacy of Calgary's digital services, particularly as they impact students who depend on reliable transit access. The issues with MyFare highlight potential systemic problems with the city's push for digital-only solutions, impacting not only students but also the broader public reliant on these services.

Looking forward, it is crucial for Calgary Transit and partner institutions to address these technical and support service gaps to ensure the smooth delivery of UPasses. Enhancing the reliability of the MyFare system and improving customer support are essential steps to maintain trust and facilitate a successful transition to digital ticketing solutions.