Metra's Monday was marked by more misery for its riders, with the Ventra app fizzling out, leaving some unable to buy their tickets online. This technical turmoil continues despite last weekend's software update, which was meant to be the panacea. The app, which also serves CTA and Pace passengers, was down for three days before briefly resurrecting on Sunday, as per a Chicago Sun-Times report. "We thought that would fix the problem," said Metra spokesperson Meg Reile to the Sun-Times, as the app was subjected to a major software upload.
Per WLS's coverage, the Ventra woes initially hit Metra last week at the same time the new fare structure went into effect, but it wasn't long before CTA and Pace customers also felt the sting by Friday. The removal of ticket windows last week was intended to herd more commuters toward the app, but instead, Metra has now pledged to accommodate those with app issues, advising them to show a frozen phone screen to conductors to board, according to the WLS report.
As reported by both WLS and the Sun-Times, Metra did not shy away from apologizing for the inconvenience faced by its passengers and has rallied around to remedy the situation while simultaneously grappling with the financial impacts of the malfunction. The exact figures remain undisclosed, but a Metra spokesperson alluded to the losses as "significant" in light of the troublesome app saga.
While efforts to modernize have been Metra's recent hallmark, with changes in fare structures moving to a zone-based system, complications such as these represent an unintended derailment of a sort, adding frustration rather than finesse to the commuter experience. Until fully functional, Metra assures riders that conductors will be flexible.
