SunRail riders upset with ticketing problems



ORLANDO, Fla. - SunRail riders told Channel 9 they're still seeing major problems one month after they started paying for the commuter service.

Several people have reported problems with ticketing machines from Volusia County to Orlando.

Riders in Lake Mary said the issues won't deter them from riding, but they'd also love to see the inconvenience of the glitches worked out soon.

Audrey Casey and her granddaughter Christa's first ride on SunRail got off to a smooth start in DeBary.

"It was easy, just like getting money out of the machine," said Casey.

But that's still not the case in Lake Mary, where many riders said their multiday passes don't always work.

"Like two-three occasions it won't take my money and it won't allow me to tap off, so I'll have to buy a round-a-way pass and they'll use that," said rider Jade Mendez.

WFTV asked the Florida Department of Transportation about the problem when it first began weeks ago. On Monday, FDOT confirmed it's still working with its contracted developer, ACS Xerox, to solve both hardware and software issues.

More frustrating for riders, FDOT said it's a sporadic problem, so just because one machine works one day doesn't guarantee it'll work the next.

With ridership now averaging nearly 4,200 a day, several people said they're also interested in taking rides on the weekend, but FDOT said before they make any plans they'd need to make sure they have the demand and money to run the trains.

Right now, officials said their focus is on improving service for weekday commuters like Mendez.

"It will be a lot better. I won't have to worry, 'Will it take my money today or will it mess up or something, overcharge my account?'" said Mendez.

ACS will face fines as long as the problem persists, officials said. FDOT said the details of the penalties are still being negotiated while they try to fix the problem.