CATS-Pass +4

The security agent talked me through downloading the app and was extremely cordial about my indiscretion. I had forgotten my wallet and was running very late to an uptown event at the convention center. I appreciated his method of interaction and I think that’s the best way to approach riders! Two-thumbs-up!

Thank you for your feedback!. If you would, please send this compliment to telltransit@charlottenc.gov, and include the station, date and time to recognize the security agent for the positive experience.

I was able to go from downloading the app to buying a ticket in about a two-block walk, which was a huge win. (One signup annoyance - give me the option to verify via text instead of email.) For the most part, it was easy, intuitive, & seamless. But several other aspects of the app are confusing or frustrating in ways that make me wonder if design & dev teams ever spoke to or shadowed users about what they’re trying to accomplish (apart from purchasing tickets) in the app when it comes to planning or exploring the system, or what kinds of questions they have as they’re using the app.

I love that bike routes are part of the route planning options, and I hope to see related functionality grow over time.

Overall, the app did what I downloaded it to do - I was able to easily purchase a ticket and see real-time arrival/departure times. But it left me confused or disappointed at a few points along the way.

Thank you for your feedback!

They really need to have notifications, I understand not having a set time because every stop is different, but literally one time the bus will be 10 minutes late and another time will be 5 minutes early and I just missed the bus twice and may end up missing work because of it. I HATE the bus, I can’t say it enough. I guess I just have to wait 30 minutes regardless.

Edited- the bus routes still are never accurate which is understandable. But most of all, 90 percent of the bus drivers I meet are always grumpy and have an attitude with anything that is said, weather it’s me or someone else. The experiences I’ve had with the bus makes me want to pay an extra 10 dollars for an Uber, it’s ALWAYS something with these bus drivers.

Thank you for your feedback. It seems that the issue you are having is regarding the timeliness of the bus, versus the mobile application. Can you please provide specific details of what you are encountering to telltransit@charlottenc.gov, so that we might be able to assist in resolving the issue?