FAQ General

The following FAQ’s are provided to answer some of the most commonly asked questions. If you have other questions, please contact us at 519-451-1347 or via email at ltc@londontransit.ca.

Please be advised that if a newly issued card is tapped before the 1st of the month for which it was purchased, a ticket fare will be deducted from the stored value on the card because a negative balance of one fare is allowed and the pass is not yet active.

Do I have to start using a smart card for my bus pass now?

Paper passes and photo IDs will be phased out eventually, but for now LTC customers may choose to continue using the existing paper pass style OR switch to a smart card.

When do I start using my smart card?

The monthly pass loaded on your card is effective the 1st of the month you purchased it for (eg. March Citipass is valid beginning March 1st)

If you have a pass from the current month also loaded, you can continue using your card until the last day of the current month.

What do I do if my smart card doesn’t work?

If you see a red screen with an X, we ask that you take the following steps:

  1. Tap your card again, being careful to hold your card near the reader for 3 seconds
  2. If you continue to experience issues with your card, please bring your card to an LTC location to be checked/replaced.

How long do I use my smart card?

Your smart card is designed to last for several years. You can reload the card as required either by visiting an authorized reseller of LTC smart media fares or via the LTC website.

Can I share my smart card with my friends or family?

The fare media loaded on your smart card is transferable. This means that you can share your monthly pass with a friend or family, as long as you are not travelling together and the loaded fare is applicable to the rider, for example a card loaded with a youth pass cannot be used by a person over the age of 17. The monthly pass loaded on your smart card allows only one rider to board the bus.

Do I need to show my LTC photo id to the operator when I use my smart card?

No, your LTC photo id is no longer required as part of your monthly pass. The pass is now transferable so anyone can use it.

Why do some smart cards have a “C” in the bottom corner?

Smart cards that will be used by a holder that pays anything other than an adult fare will have a card with the C in the bottom corner. The “C” represents concession and indicates to the card holder that this card will only load concession fares (income-related, youth, etc).

If an adult attempts to board with a smart card with a “C” on it, they will be requested by the operator to pay the difference between the concession fare on the card and the adult fare.

How will the Operator know what card has been tapped?

The operator’s display screen indicates the type of fare that has been taken from your card when you tap. For example, if a card with a youth monthly pass is tapped, the operator will see that a youth pass is loaded on the card and expect the card holder to be a youth. If the card holder appears to not qualify for the type of fare tendered, the operator will ask the card holder to pay the difference between the fare tendered and the adult fare.

How long does it take for my card to be updated with a new pass?

If you load a new pass on your card at a location with a point of sale terminal, your card will be updated immediately. If you load a new pass on your card via the internet, you should allow 48 hours for your card to be updated.

This delay is due to the required time for the online transaction to be communicated to the devices on all LTC vehicles. To be sure this has happened in time to use the pass, we suggest you load your next monthly pass 3 days before the current pass expires.

Do I have to register my card online?

The choice to register your card online is yours. The functionality of the card is not impacted by whether the card has been registered.

Why should I consider registering my card?

There are a number of benefits associated with registering your card, noting cards that have been registered:

  • can be replaced if they are lost or stolen
  • can have their transaction history viewed on the web portal
  • can have their purchase history printed for income tax reporting
  • can be revalued online via the web portal

Why is LTC moving to a smart card system?

LTC completed a business case assessment for the smart card system, which determined that the $3.7 million investment (fully funded by Provincial Gas Tax) has an expected payback of 8 years, noting in addition to the payback, the system:

– provides greater flexibility for the customer in terms of fare options and pricing

– lowers/contains fare administration cost – i.e. currently averaging $0.09 per average cash, ticket and monthly pass fare

– provides more accurate and timely revenue and ridership counts

– links ridership and service data (rides & revenue by time of day, day of week, route)

– supports improved boarding time, reducing dwell time at stops

– mitigates fare disputes i.e. tendering of appropriate fare and transfer use

Can the smart card be used on both conventional and specialized services?

Yes, the smart card can be used on both the conventional and specialized services

– all conventional buses have fixed smart card readers at the front doors of the bus – customers tap with their smart card to record the trip, levy the appropriate fare and apply the 90 minute transfer

– hand-held readers are utilized on all specialized vehicles to record the trip, levy the appropriate fare and apply the 90 minute transfer