Software Glitch Causes Clipper Double Charge
Photo by Lydia Chow
Update: Clipper vigilante Akit points to a post on his site from June of this year describing more or less the exact situation that Danielle (below) found herself in. Danielle’s story came to us in late October, proof that Clipper’s response to this glitch has been lethargic at best.
It’s possible everyone’s been aware of this for ages, but I feel like a sucker for just noticing now: using Clipper on BART voids a Muni transfer.
I don’t use Muni quite often enough in a month to warrant buying a transit pass, so all that’s on my card is cash value. If I take a muni bus to BART, get off after a few stops and then transfer back on Muni, I’m charged for the second bus ride, even if I board within the 90 minutes of buying the original muni transfer.
We contacted SFMTA and found out that there is indeed a software glitch that caused the double charge. “Currently the Clipper system prioritizes the Muni to BART (within San Francisco) transfer discount ($.25) over the Muni 90-minute transfer,” SFMTA’s Kristen Holland told us. In other words, if you take Muni to BART within San Francisco like Danielle did, and get back on Muni within 90 minutes, you would lose your 90-minute transfer.
Holland said that the SFMTA is working with the Metropolitan Transportation Commission (which operates Clipper) to resolve the software issue. Meanwhile, you can get a refund for the double charge.
“The Clipper Customer Service Bureau has the authorization to provide refunds when this happens. We expect Clipper to have a fix for this problem early next year,” Holland said.
Check the Clipper Customer Service information for how to get a reimbursement.