BART Phasing Out EZ Rider Passes in Switch to Clipper

Image: BART
Image: BART

As transit operators across the Bay Area transition to the Clipper card, one of the bigger challenges each faces is communicating the timeline to their most loyal customers, those who buy high value and monthly passes.

The deadline to transition to Clipper for the  50,000 BART riders who have used EZ Rider cards for transit trips over the past few years has already been pushed back by more than two months, to mid-December, and now BART is concerned the 41,000 remaining EZ Rider account holders will experience an unpleasant surprise when the system is turned off next month.

“We are worried what the impact is going to be on our customers,” said BART spokesperson Linton Johnson. “We’ve tried and tried to gently encourage them to switch over to Clipper because the deadline is coming.”

Though originally slated for October 1st, the transition was delayed due to “concerns pertaining to Clipper system features and technical readiness,” according to a document [pdf] prepared by BART general manager Dorothy Dugger for the board of directors. Directors were expected to discuss the progress of the transition at a board meeting today, but that meeting was canceled due to a lack of quorum.

“Significant progress has been made on key issues pertaining to the EZ Rider/Clipper transition,” Dugger writes, noting that 9,000 EZ Rider customers have already canceled their accounts, presumably in the transition to Clipper. Though there are still 41,000 EZ Rider accounts open, that doesn’t mean all of those customers don’t also have a Clipper card.

“BART High Value Discount product auto load sign-ups have increased from 5,700 in June to 26,000 in September, an indicator that the Clipper High Value Discount product is gaining in acceptance as a substitute for EZ Rider,” writes Dugger. “Some of these 26,000 HVD auto load Clipper users may also still have an EZ Rider account open.”

Though it seems confusing, the rationale is that many EZ Rider account holders use the cards to pay for parking and for transit trips, according to Johnson. During the transition process, they haven’t been able to pay for parking with a Clipper card, a problem that is expected to be remedied by December 1st. Adding to the confusion, Johnson explained, even when Clipper is accepted for parking in December, BART will be required to maintain the EZ Rider website for customers to sign up for Clipper parking, as mandated by federal banking rules that distinguish paying for parking and transit trips, even on the same fare medium.

BART director Tom Radulovich said he has complained numerous times to BART and the Metropolitan Transportation Commission (MTC), which administers Clipper, about the inconvenience of the transition to customers. “MTC is saying you have to carry two cards around, that’s insane,” said Radulovich.

The MTC defended the transition, saying there are challenges in uptake for any new technology. “BART has done an outstanding job of communicating with its EZ Rider customers,” said MTC spokesperson John Goodwin. “I think we’ll see a late move from EZ Rider to Clipper and it will go smoothly.”

Johnson said BART had done everything it could afford to do to alert EZ Rider customers, including sending numerous emails to them and announcing it in press releases, but he said BART was anticipating funding from the MTC for advertising that never materialized. Because BART’s own advertising is booked as much as twelve months out, said Johnson, the channels BART has for communicating to its riders have been limited. “We just don’t have the advertising dollars to get there.”

“Our biggest fear is when the drop-dead deadline comes, we’re going to have people very upset they were given no time and no warning,” he said. “The bottom line is it’s not going to reflect well on BART, MTC or Clipper.”

“We don’t like that, we want to get the word out,” he added.

  • This happens every time there’s a change with public transit. Nobody reads the announcements, the newspapers, ads on the buses and trains, the material in the stations, etc. People will pay the price and find some scapegoat to blame it on, but people should blame themselves for slacking off.

  • Jim

    AKit, there still are significant issues with clipper. For example, retail locations do not accept flexcards for purchases, there are not add/value machines in many locations, and loading value over the web takes 3-5 days to move the value to the cards.

  • Alex

    Also, EZ-Rider reads more reliably and much faster than the TransClipper cards.

  • Jim, flexcards will never be accepted at almost all in-person retail locations because of strict federal rules regarding its use. The only places that can accept them are transit ticketing booths (that doesn’t sell beer, food, snacks, and other non-transit related stuff) and transit agency ticketing offices.

    And well, I’ve told people dozens of times about the 3-day policy. Find a vendor or automated machine. BART’s machines will be Clipper ready in early 2011.

  • Bob Davis

    Reminds me of the changeover to Digital TV a year or two ago. I wonder how many people turned on the telly the day after D(igital)-day and wondered where all their programs went.

  • joanna

    I can’t wait till BART FINALLY accepts the clipper card for parking. I also can’t wait until the BART ticket machines allow you to add to the “e-purse” on the card.

  • pmac

    “While EZ Rider will continue to be accepted for BART travel through the end of 2010, we encourage you to sign up for a Clipper card at your earliest convenience”. That is from the e-mail I received on July 22nd… one of 2 e-mails (the other on 9/13) from EZRider regarding the change over. Nothing in the mail.

    It clearly stats until the end of the year… nothing about October 1st.
    I am not complaining… but maybe if they got their story together more people would have made the transition. To say they have sent numerous e-mails to customers is definitely not true in my case. I only use that e-mail for limited thing, and I do not delete anything in the mailbox.

  • Doug

    I ran my EZ Rider down by unintentionally having invalid credit card details, since I actually want to keep the card (from the pilot program) and apparently they want to card back to refund value.

    Note that they’re apparently using the card for the SFO employee discount program.

  • Doug – they wanted my card back but eventually refunded my money automatically after I never sent the card in. It wasn’t worth the stamp+hassle.

  • Alex

    I ran mine down to a balance of ~$2, I believe with a balance of less than ~$5 you won’t get any money back. In any case, I’ve gotten two e-mails about the end of the EZ-Rider program. Once on 9/24 and once on 10/8.

ALSO ON STREETSBLOG

BART Board Members Criticize Clipper Transition at Meeting

|
The BART Board of Directors had a heated discussion today about most things Clipper, from the large number of EZ Rider customers who have yet to transition to the universal smart card, to the ease with which customers can scam Clipper cards on BART and other operators. Despite a more visible outreach and marketing campaign […]

Despite Cost, Clipper Card Promises Convenience

|
As the Bay Area’s larger transit agencies transition away from paper passes to the universal fare payment smart card, Clipper, transit operators and planners insist the card will lead to greater convenience and simplicity, which they hope will increase ridership and enhance the attractiveness of transit. At its simplest, in theory, a transit passenger would […]

Clipper Card Upgrade Could Bring Seamless Regional Travel, Or Not

|
The Metropolitan Transportation Commission will soon renew its contract for Clipper, the Bay Area’s “all-in-one transit card.” Transit advocates are urging MTC to use the opportunity to create a more seamless fare system, and remove barriers that could allow Clipper payments on both the region’s transit agencies and “first-and-last-mile” trip services. Transit riders can currently […]

Mandatory Switch from Muni Paper Passes to Clipper Card Begins Soon

|
As Bay Area transit agencies transition from paper passes to the Clipper smart card, operators like the San Francisco Municipal Transportation Agency (SFMTA), which runs Muni, are hoping their most loyal customers take the switch in stride. To this end, the SFMTA started selling its November Muni A Fast Passes and disability Regional Transit Connection […]

With Clipper Card Change, Some Communities Bemoan Lack of Outreach

|
FTA Regional Director Lesley Rogers, SFMTA CEO Nat Ford, and San Francisco Mayor Gavin Newsom’s Appointment to the MTC, Jon Rubin, at a press conference in the Civic Center Muni Metro station. Photos: Matthew Roth. With the roll-out of the Bay Area-wide Clipper smart card, the Metropolitan Transportation Commission (MTC) and the many transit operators adopting […]