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Old 20.01.2021, 18:59
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Bus fine after EasyRide app failure

On Saturday I received a CHF 90 fine for travelling on a bus without a valid ticket.

Here's the background: I used the EasyRide feature of the SBB app to track my journey. I am 100% certain that I swiped the Easy Ride feature while waiting at the bus stop, around 5 minutes before boarding the bus. At the next bus stop, a ticket inspector announced an inspection. I prepared my phone for inspection, but, to my surprise, it showed no active ticket. In a moment of panic, I swiped the EasyRide app again and this time it worked. However, the ticket inspector deemed this 53 seconds too late and issued a ticket, refusing to acknowledge my explanation that the the app failed to work the first time.

I'm really not sure why the app failed to work the first time. The only possible explanation that I can think of is that I closed the SBB app too quickly after swiping the EasyRide feature, which didn't give it sufficient time to register the activation. I've used the feature many times before, and this is the first time that I have seen it fail.

Current state of affairs: Zugerland Verkehrstriebe (the bus company) says that it will only waive the ticked if I can provide proof of trying to activate the EasyRide feature before boarding the bus. I'm not sure whether this is even possible. SBB, meanwhile, has rubbed its hands clean of the issue, saying that I need to deal directly with Zugerland Verkehrstriebe, as bus ticket fines are not their jurisdiction. I should note, however, that when asked, SBB did acknowledge that the app does occasionally fail

So, I'm at complete loss here, as I have no idea how I can prove that I tried to activate the app and that it failed. I'm also worried that the problem might happen again. Has anyone had a similar issue?
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Old 20.01.2021, 19:09
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Re: Bus fine after EasyRide app failure

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I'm really not sure why the app failed to work the first time. The only possible explanation that I can think of is that I closed the SBB app too quickly after swiping the EasyRide feature, which didn't give it sufficient time to register the activation. I've used the feature many times before, and this is the first time that I have seen it fail.
I have seen this to happen in the past. Luckily w/o any control. Saved a few francs. By my observation it can happen if you have a bad reception, no internet connection.
Solution: Start your journey on the app before you reach the bus/train stop. Double check before you enter, it must be activated and active (!) before you board.

For the CHF 90. Not much you can do in my opinion than write a nice worded letter. Maybe someone else has a better idea and knows hu you could get to the log data of the app.
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Old 20.01.2021, 19:15
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Re: Bus fine after EasyRide app failure

Is it a journey you do regularly? They can see your history and if the app had worked properly previously you can argue it was an error.
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Old 20.01.2021, 19:26
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Re: Bus fine after EasyRide app failure

I think you should check that it's worked before getting on the bus, same as if you had a ticket that had to be stamped. If you're saying that the app did show a start of journey but then was lost, in the future take a screen shot of it for proof. That's what I do with all my tickets in case of app failure.
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Old 20.01.2021, 19:43
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Re: Bus fine after EasyRide app failure

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Is it a journey you do regularly? They can see your history and if the app had worked properly previously you can argue it was an error.
This yes .. If you can demonstrate that you normally buy a ticket on that route there's a better chance of them accepting it was a mistake / app error.

I've only had good experience with ticket controls, from one day i forgot my wallet (with my SBB card) and the ticket lady said oh don't worry i've seen you before, even gave me a ticket to go home in case i got controlled again. To another day when i couldn't find the right ticket on my phone, it was there but somehow the order was all mixed up with ton of other tickets.. Again - don't worry, you obviously buy tickets he said..
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Old 20.01.2021, 20:48
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Re: Bus fine after EasyRide app failure

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I have seen this to happen in the past. Luckily w/o any control. Saved a few francs. By my observation it can happen if you have a bad reception, no internet connection.
Solution: Start your journey on the app before you reach the bus/train stop. Double check before you enter, it must be activated and active (!) before you board.

For the CHF 90. Not much you can do in my opinion than write a nice worded letter. Maybe someone else has a better idea and knows hu you could get to the log data of the app.
This and get a written statement from SBB (or maybe you even saw it written already somewhere on a site) of the << I should note, however, that when asked, SBB did acknowledge that the app does occasionally fail >> plus as others said if you can proof you're on the bus regularly. Even if you got all this, make the letter very nice. It can work, believe me.

I guess if the app didn't register the booking, there is no log-data to be found either. I would suspect, to the app it simply didn't happen.
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Old 20.01.2021, 20:52
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Re: Bus fine after EasyRide app failure

Forthe future you might want to consider the Fairtiq app. The CFF uses their technology for EasyRide. But I find, occasionally, it gives a better result for multiple journeys. Its my goto and its never failed.
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Old 20.01.2021, 20:53
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Re: Bus fine after EasyRide app failure

I've had it fail when the train moved away from the station and my phone transitioned from SBB wifi to data.
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Old 20.01.2021, 21:34
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Re: Bus fine after EasyRide app failure

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On Saturday I received a CHF 90 fine for travelling on a bus without a valid ticket.

Here's the background: I used the EasyRide feature of the SBB app to track my journey. I am 100% certain that I swiped the Easy Ride feature while waiting at the bus stop, around 5 minutes before boarding the bus. At the next bus stop, a ticket inspector announced an inspection. I prepared my phone for inspection, but, to my surprise, it showed no active ticket. In a moment of panic, I swiped the EasyRide app again and this time it worked. However, the ticket inspector deemed this 53 seconds too late and issued a ticket, refusing to acknowledge my explanation that the the app failed to work the first time.

I'm really not sure why the app failed to work the first time. The only possible explanation that I can think of is that I closed the SBB app too quickly after swiping the EasyRide feature, which didn't give it sufficient time to register the activation. I've used the feature many times before, and this is the first time that I have seen it fail.

Current state of affairs: Zugerland Verkehrstriebe (the bus company) says that it will only waive the ticked if I can provide proof of trying to activate the EasyRide feature before boarding the bus. I'm not sure whether this is even possible. SBB, meanwhile, has rubbed its hands clean of the issue, saying that I need to deal directly with Zugerland Verkehrstriebe, as bus ticket fines are not their jurisdiction. I should note, however, that when asked, SBB did acknowledge that the app does occasionally fail

So, I'm at complete loss here, as I have no idea how I can prove that I tried to activate the app and that it failed. I'm also worried that the problem might happen again. Has anyone had a similar issue?
Heres a report in Ktipp which maybe discusses your problem. Unfortunately its costs to read it ( 8CHF )
https://www.ktipp.ch/artikel/artikel...immer-verlass/
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Old 20.01.2021, 22:38
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Re: Bus fine after EasyRide app failure

I've had rare occasions where I've swiped the Start journey in Easyride, but after a couple seconds it's switched itself off. On one occasion I had to buy a ticket another way, either a machine or the CFF app, don't remember which.
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Old 20.01.2021, 22:46
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Re: Bus fine after EasyRide app failure

Thank you for your insight everyone.

Unfortunately, it wasn't a journey that I undertake regularly. It was just the first leg of a longer journey to Andermatt.

It's a good point about the disrupted internet connection. The bus stop was not far from my home, so there's a chance that the internet connection was switching from WiFi to 4G at the time I activated the app, which may have messed something up.

I tried to be as polite as possible with the bus company already, but my impression is that it's very stubborn. I will try SBB again - perhaps they can provide some official statement that the app is prone to occasional failure. I somehow doubt that they'll be able to decipher what went wrong exactly. I already looked into how I can get a log of app activity from my iPhone, but it's too complicated for my IT skill level.

Lesson for the future: check that the ticket has fully loaded and take a screen shot just in case.

It just feels so darn unfair - I don't like being treated like a criminal for something that wasn't my fault . C'est la vie I guess.
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Old 20.01.2021, 22:49
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Re: Bus fine after EasyRide app failure

Quote:
I've had rare occasions where I've swiped the Start journey in Easyride, but after a couple seconds it's switched itself off. On one occasion I had to buy a ticket another way, either a machine or the CFF app, don't remember which.
This could well have been the case, but, unfortunately, I didn't keep the app open long enough to check.
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Old 21.01.2021, 03:05
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Re: Bus fine after EasyRide app failure

I tend to over think alot of things so when I started using Fairtiq I would always display the QR ticket and take a screen shot, so I have proof (on the phone and also in the cloud) if the app failed for whatever reason.
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Old 21.01.2021, 10:16
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Re: Bus fine after EasyRide app failure

I don't use twitter, but I've read of similar stories where disgruntled users have voiced their discontent over the platform (or Facebook etc), and the company has keeled to avoid bad publicity.

I'm a fairly meek person, so I don't like to raise a fuss even if something like this happened to me. Anyway, good luck.
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Old 21.01.2021, 10:40
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Re: Bus fine after EasyRide app failure

Like Castro, I always take screenshot of payment related stuff!
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Old 21.01.2021, 12:24
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Re: Bus fine after EasyRide app failure

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I tend to over think alot of things so when I started using Fairtiq I would always display the QR ticket and take a screen shot, so I have proof (on the phone and also in the cloud) if the app failed for whatever reason.
I always do the same as well. #justneuroticthings
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Old 21.01.2021, 15:45
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Re: Bus fine after EasyRide app failure

Happened to me a lot, especially when in a bad network or having a geopositioning signal. A couple of times I near missed a fine with a second check, so now I always wait for the app to show time running and a QR code before switching from it.

Update (considering the iPhone and the OP's IT level self assesment): the following text in this post has a low relevance to your issue, sorry about that.

Theoretically, there is a way to get SOME proofs, that you were trying to use the SBB App beforehand. Depending on you mobile device's OS and configuration it may be easier or harder, but in ANY case an overall cost to do it would be many times higher than 90 CHF.

If you are an IT literate person with a sufficient knowledge of your mobile device and you are in control of it (e.g. you have a jailbreak or a root access with proper configuration in place), then you can simply extract logs of app launcher (will show SBB app start event), logs of network activity (will show data exchange or attempted exchange with SBB app servers), user input logs (will show where you where swiping and clicking on your device at that time) and even may be a debug info, if you are launching apps with debug mode on (then you can catch and log all the events happening in the app, such as failed activation of certain feature). Such logs should be a sufficient proof for any reasonable person, since counterfeiting them wouldn't make financial sense timewise. Will not work in court, though.

If you have neither of that pre-configured, then your only hope if to try to hack into this data - unlikely to be accepted as a proof. Because there is no hope, that an app provider or a device manufacturer will give you YOUR data back "for privacy reasons" and because, of course, they do not collect any of it in the first place. I wouldn't dare to encourage you to spend years of your life and unpredictable amount of money for lawyers to fight "data processors" to get your data back in your domain.

Last edited by evop; 21.01.2021 at 15:58. Reason: iPhone
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Old 21.01.2021, 20:33
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Re: Bus fine after EasyRide app failure

I don't use this crop of apps also for this reason. I buy my ticket beforehand and I know what I got. No trouble proving anything. If I have to swipe and then save a screenshot I have to delete later to prove it, the convenience is completely gone.
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Old 23.01.2021, 10:14
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Re: Bus fine after EasyRide app failure

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This yes .. If you can demonstrate that you normally buy a ticket on that route there's a better chance of them accepting it was a mistake / app error.

I've only had good experience with ticket controls, from one day i forgot my wallet (with my SBB card) and the ticket lady said oh don't worry i've seen you before, even gave me a ticket to go home in case i got controlled again. To another day when i couldn't find the right ticket on my phone, it was there but somehow the order was all mixed up with ton of other tickets.. Again - don't worry, you obviously buy tickets he said..
You must be verrrrry attractive!
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Old 23.01.2021, 10:19
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Re: Bus fine after EasyRide app failure

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You must be verrrrry attractive!
He's ok.
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