CapMetro's secret fight to fix a broken fare system
https://www.kut.org/transportation/2025-...austin-tx-broken-bus-fare-system-qr-code
KUT 90.5 | By Nathan Bernier
Published February 27, 2025 at 1:09 PM CST
For months, Capital Metro passengers knew something wasn't right.
The QR code scanners they used to pay fares with phones were unreliable, sometimes not working at all. Riders would often board without paying, flagged on by the driver to keep passengers moving.
"There's some issues with the QR codes. It could just be because it doesn't read it that well, or it just says it doesn't have anything on there," Shaye Jones told KUT News last month while waiting for the bus in South Austin. "The bus driver's usually just like, 'You're fine. Go ahead.'"
"They're a lot more forgiving about the QR code than maybe other bus passes," she said.
But few realized the full extent of the problem, and that for more than a month in 2024, the transit agency's entire fare system had effectively collapsed.
Now, internal documents obtained by KUT News through the Texas Public Information Act reveal just how severe the crisis was and how CapMetro was scrambling behind the scenes to fix it.
The fare system breakdown is tied to sweeping changes coming Saturday, when CapMetro will retire its existing payment system and require riders to use a new app to pay on a bus. A tap-to-pay feature, originally expected to launch with the transition, has now been delayed by at least a month due to certification delays......