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CTA solicits feedback on why some riders have not switched to Ventra

The CTA has sent questionnaires to riders still using their Chicago Card Plus cards to solicit feedback on why they have not switched to Ventra, the CTA's controversial new fare payment system.

The questionnaires, which ask participants if they have received the Ventra card and why they haven't activated it yet, are accompanied by tips on how to activate the cards.

"The goal is to solicit ongoing feedback so that based on any number of answers provided, the CTA can then better assist customers with the information they need to complete the activation process," CTA spokeswoman Catherine Hosinski said in an e-mail.

The CTA did not immediately know how many riders had been sent these questionnaires but said the surveys "are being sent out gradually and in batches." Hosinski said there is no cost to send out these surveys.

The CTA recently awarded a contract for up to $245,000 to Omicron Technologies, which had been calling Chicago Card Plus riders to remind them to switch to Ventra, the Sun-Times reported.

More than 63 percent of CTA riders use Ventra to pay their fares, as of last week.

Some Chicago Card Plus users have complained that they had difficulty transferring their balances to the Ventra card. Others complained they did not receive a their Ventra cards and/or an e-mail with information on how to log onto ventrachicago.com to manage their account online.

Ventra was set to replace all Chicago Cards on Nov. 15 but CTA President Forrest Claypool voided that deadline earlier this month so the Ventra vendor Cubic Transportation Systems could work out glitches. Chicago Cards can be used indefinitely in the interim.

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