*Updated Content* CNIB partners with TransLink to deliver integrated CNIB ID Compass Card

2/5/2016

TransLink Compass Card Update:

Q: How do I access public transit as a CNIB client living outside the Metro Vancouver area after the gates close?

A: Temporary Compass Cards will be issued to CNIB clients who reside outside the Metro Vancouver area on an as-needed basis. It is the responsibility of the client to place a request for a temporary card with adequate notice for processing and mailing by contacting the Vancouver Registrar, Client Services at 1-800-563-2642.​

CNIB partners with TransLink to deliver integrated CNIB ID Compass Card​

Over 2,000 Metro Vancouver clients of the Canadian National Institute for the Blind (CNIB) will soon receive new CNIB National ID cards that also function as Compass Cards—the electronic fare card that works everywhere on transit.

For CNIB clients, your new integrated CNIB ID Compass Card provides unlimited travel on TransLink’s buses, SkyTrain, SeaBus and West Coast Express, with the exception of HandyDART. Simply tap your new CNIB ID card against a validator each time you enter or exit a Fare Paid Zone. This is how the system validates your fare.

Cards will be mailed to CNIB clients residing in Metro Vancouver between fall and winter of 2015/16. Once you receive your integrated CNIB ID Compass Card, please tap your card within 80 days to activate your pass. As your integrated CNIB ID Compass Card is also an ID card, it is not transferrable.

Fare gates will remain open until the roll-out of Compass is complete, sometime in 2016. Don't worry, TransLink will provide plenty of notice before all the gates close, and the accessible gate will be the last to close. By that time you should have already received your integrated CNIB ID Compass Card. However, if you have not received your card by then, please call us at 604-431-2121.

Until the fare gates close, existing CNIB National ID cards will be accepted as flash passes. After the gates close, customers can tap their new integrated CNIB ID Compass Card to enter a Fare Paid Zone. CNIB clients outside Metro Vancouver should contact CNIB to obtain Compass Tickets for their travel needs. Compass Tickets must also be tapped when entering a Fare Paid Zone.

Integrated CNIB ID Compass Cards will be accepted as flash passes on B.C. Transit throughout the province.

TransLink and CNIB developed a training program so that CNIB customers and their attendants can travel with ease and confidence. For more information, please contact 604-431-2121.

Please note: punching a hole or clipping the corner of a Compass Card may damage the embedded micro-chip and antenna which will render the card invalid.

FAQ

What is Compass Card?

Compass is a durable, reloadable, electronic fare card that provides unlimited travel on TransLink’s buses, SkyTrain, SeaBus and West Coast Express, with the exception of HandyDART. It has begun to replace all of TransLink’s passes and tickets.

How does my integrated CNIB ID Compass Card work?

Simply tap your new CNIB ID card against an electronic card reader each time you enter or exit a transit vehicle or station. Cards must be tapped in and out for your fare to be considered valid. Please note, starting October 5, 2015, customers will no longer need to tap out on buses.

What are the benefits of a Compass Card?

Compass Cards are durable and reloadable, and replace more than 150 different tickets and passes with one easy-to-use fare card.

TransLink will improve the transit system and address regional transit needs by capturing ridership data as people tap in and tap out on the Compass system. Personal information will not be collected.

When will I get my integrated CNIB ID Compass Card?

CNIB customers residing in Metro Vancouver will begin receiving their new CNIB ID cards for use on public transit between fall and winter, 2015/16. You can use your new card immediately.

You’ll need to tap your card within 80 days of receiving it to activate your transit pass.

Will my CNIB ID Compass Card work for the West Coast Express?

Yes. The card covers unlimited travel on West Coast Express.

Will my CNIB ID Compass Card work on HandyDART?

No. This card is not valid for HandyDART services. For questions about HandyDART, call 778-452-2860.

How long is my integrated CNIB ID Compass Card valid?

Your new integrated CNIB ID Compass Card must be renewed every five years for adults and every three years for children. Contact your local CNIB office for details on how to renew your card. The validity dates will be printed on the front of the card.

Why do validators show an expiry date 20 years from now?

The physical expiry date of the card itself is shown on validators. However, the integrated CNIB ID Compass Card must be replaced every five years for an adult and every three years for a child, showing a recent photograph. The validity dates of your CNIB ID Compass Card will be printed on the front of the card. Contact your local CNIB office for details on how to renew your card.

Do you offer training on the new integrated CNIB ID Compass Card?

Yes. TransLink and CNIB have developed a training program for CNIB customers and their attendants. For information, contact 604-431-2121.

What kind of personal information will be on the integrated CNIB ID Compass Card?

The integrated CNIB ID Compass Card is personalized with your name, photograph and CNIB ID number. No personal information will be stored on the card chip, only on the surface of the card.

I’m a CNIB client but I don’t live in Metro Vancouver. How do I get a Compass Card?

Until the fare gates close, TransLink will honour CNIB ID Cards from customers who reside outside the TransLink service area as flash passes. After the gates close, temporary Compass Cards will be issued to CNIB clients who reside outside the Metro Vancouver area on an as-needed basis. It is the responsibility of the client to place a request for a temporary card with adequate notice for processing and mailing by contacting the Vancouver Registrar, Client Services at 1-800-563-2642.​

May I use my integrated CNIB ID Compass Card on public transit elsewhere in BC?

Yes, you may use your new CNIB card as a flash pass elsewhere in BC.

How do I obtain a replacement card if I lose my integrated CNIB ID Compass Card, and what is the fee?

A replacement integrated CNIB ID Compass Card may be obtained by contacting the CNIB Vancouver office at 604-431-2121. The fee for a replacement card is $25. CNIB clients will pay $10 for their first replacement card, but subsequent replacement cards will cost $25.

Cards reported lost or stolen will be deactivated and will no longer open fare gates or work on buses.

Since I already ride transit for free, why do I need to tap in and out with my integrated CNIB ID Compass Card?

Just as you were previously required to show your pass to the bus driver as you entered a bus, you will now need to tap a card reader when you enter or exit any transit vehicle or Fare Paid Zone. Please note, starting October 5, 2015, customers will no longer need to tap out on buses. TransLink will use the travel tap data to improve the transit system. Personal information will not be collected.

If I forget to tap out, will the first tap on the following day tap me out from the previous day’s trip?

No. The first tap on the following day would be considered a tap-in for a new trip. Please note, starting October 5, 2015, customers will no longer need to tap out on buses.

Is TransLink going to take the Compass Card off the CNIB ID Card if cardholders don’t tap out?

No. There are no plans to do so at this time; however, you are expected to tap in and tap out. Please note, starting October 5, 2015, customers will no longer need to tap out on buses. 

I’m worried about getting stuck in the fare gates – is that possible?

You will not get stuck in the fare gates. The gates have sensor beams to detect movement, two of which aim downward and can detect a guide dog or trailing luggage. The fare gates will not close until you and your guide dog have passed through them.

The gate paddles are programmed to open away from you. In the case of a fire alarm or power failure the fare gates are designed to open automatically.

At SkyTrain stations, will people have to wait for a fare gate to open each time someone passes through it?

The fare gate keeps track of the number of taps it has received and will keep the gate open until the same number of people have passed through it. So if the customer before you has tapped and entered the aisle, and you tap and follow, they can break the final sensor beam and the gate will remain open.

What happens if the integrated CNIB ID Compass Card doesn’t work? Whom do I call and how do I get a temporary card until my new card arrives in the mail?

For troubleshooting on your integrated CNIB ID Compass Card, call the CNIB Vancouver Office Centre at 604-431-2121, which is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

Where can I make a complaint, or get information about the integrated CNIB ID Compass Card and my eligibility for it?

Call the CNIB Vancouver Office Centre at 604-431-2121, which is open Monday to Friday from 8:30 a.m. to 4:30 p.m. 

Where can I get information, or make a complaint, about the travel aspects of the integrated CNIB ID Compass Card?

Visit http://feedback.translink.ca/​ or contact TransLink Customer Information at 604-953-3333 regarding trip planning, bus routes, fares, schedules and delays, or to leave feedback. We are open seven days a week from 6:30 a.m. to 11:30 p.m., including all statutory holidays.

Contact Compass Customer Service at 604-398-2042 regarding how to use your integrated CNIB ID Compass Card, registering, transaction history, fare gate and reader issues, error messages, and Compass Terms and Conditions, or to leave feedback.

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