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Ventra app hit with more issues Monday after Metra expressed confidence with fix

By and FOX 32 Digital Staff
Updated  February 5, 2024 10:42am CST
Metra
FOX 32 Chicago

Metra meltdown: Ventra app issues continue to plague riders

Issues continued to plague the Ventra app Monday, one day after the vendor expressed confidence that all systems would be fixed.

CHICAGO - Issues continued to plague the Ventra app Monday, one day after the vendor expressed confidence that all systems would be fixed.

Technical problems with the app started Thursday, the same day that Metra's ticketing changes went into effect. Some purchases were going through Monday but software glitches were keeping the app from working seamlessly.

"We’re definitely seeing some problems," said Metra spokesperson Meg Reile. "They did a major software upload this weekend and we thought that would fix the problem."

On Sunday, Metra said the mobile app vendor had "worked diligently through the weekend" to fix the issues from last week.

"At this point, the vendor is confident the app will perform as intended, in advance of tomorrow's morning rush-hour," the message read.

On Monday, it appeared not much had changed. Several Metra social media accounts posted the following message: "Ventra app issues are ongoing. Any pending charges should be dismissed by your bank before posting to your account. If a charge is posted but no ticket is populated, then contact Passenger Services at 312-MY-METRA (696-3872). Conductors will accommodate riders onboard."

Ventra App issues continue causing headaches for commuters

Issues continue for Ventra App users during the Monday morning commute. Metra announced over the weekend that the app was fully functioning ahead of the work week. Riders are saying that's not the case.

The changes that Metra rolled out include a revamped fare structure, ticket price increases and ticket window closures. You can read more about them here.

Until the app is working again, riders can show their frozen phone screen to conductors and they’ll be allowed to ride.

"So I purchased the $75 ticket twice, and I didn’t actually get the ticket, and so I wasn’t able to show my ticket. But they were very understanding of the situation and they did let us know that we would be getting a free ride essentially," said Metra rider Miguel Aponte. "I was expecting it to be honest, because on Feb. 1 there was that issue and I thought Monday is probably going to be the same thing, the same situation."

Prices are now based on a zone system. A monthly pass costs $75 from Zone 2 to Zone 1; $110 from Zone 3 to Zone 1; and $135 from Zone 4 to Zone 1.

"I was trying to pay for my fair coming from the South Side and it just wasn’t working," said Dan Sakalas, another Metra rider. "I’m an honest guy. I was trying to pay my fare and take the train into work like most days of the week. So I don’t know what’s going on."

A Pace spokeswoman reported they are not experiencing significant impacts with Ventra. Passengers experiencing issues loading fares on the app will still be allowed to ride, she said.

The Sun-Times Media Wire contributed to this report.