JUTC insists new card system works

Despite mounting frustration from commuters, the Jamaica Urban Transit Company (JUTC) insists that its new smart card system cannot be abused, even though passengers are allowed to board buses when their cards indicate they have insufficient funds.

JUTC Corporate Communications Manager, Shantole Thompson, explained that while customers have complained about not seeing their balance on receipts, the system is designed to deduct fares retroactively.

"If you tap your card and it says 'insufficient funds,' we will still allow you to take the journey. However, when you go to top up, the system will automatically deduct that outstanding fare," Thompson told THE WEEKEND STAR. "They think they're abusing the system, but they're really not."

Commuters have been airing their frustrations online, calling the new set-up a "scam" and demanding more transparency. Many say they feel blindsided when their cards suddenly decline, preventing them from knowing how much credit remains. Thompson acknowledged the concerns, but maintained that the JUTC has put measures in place to help commuters check their balance. Currently, kiosks located at the downtown Kingston ticket office, Greater Portmore ticket office, and Half-Way Tree Transport Centre allow passengers to verify their funds. Additionally, balances can be checked through select merchants and customer care agents.

"We are also working on an app that will make checking balances easier, but for now, these are the options available," she said. To further ease tensions, JUTC has introduced a pre-board check at select locations.

"We'll have customer care agents with portable devices to check balances before passengers get on the bus. This way, we can address any issues before they board," Thompson added.

Concerns have also been raised about older commuters who may not be tech savvy enough to navigate the new system. Thompson assured that JUTC staff including inspectors, drivers, and customer care agents are available to assist them at all locations.