Frequently Asked Questions about Online Metro Pass Sales
Starting April 16 with the sale of May monthly passes, customers can order monthly passes online. Here are answers to some frequently asked questions about this new service.
Q: I've been hearing a lot about online pass sales -- what does that mean?
A: Like online banking or shopping, customers can now order monthly passes from their homes or offices over the Internet by going to the Metro Web site. The only things customers need to take advantage of this service are a computer, an Internet connection and a credit card.
Q: Why is Metro doing this?
A: With the popularity of the Internet, more people are doing business online. Metro is offering this option to customers who don't work downtown, find it inconvenient to come into the sales office in person or don't want to wait in line at the beginning of the month. It's just one more way Metro is changing to meet the changing needs of its riders.
Q: How does it work?
A: It's easy. Just go to www.go-metro.com and follow these instructions:
1. Click on "Online Pass Sales"
2. Check the pass you would like to buy
3. Indicate if you are preordering additional monthly passes by completing the number of months in the drop-down box
4. If you pre-order passes for coming months, the cost will automatically be charged to your account when the pass is mailed
5. Check the box indicating you agree with "Terms of Online Use"
6. Hit "Continue"
7. Enter the required personal information marked with an "*"
8. Enter the required payment information marked with an "*"
9. Please provide any additional comments
10. Hit "Continue"
11. Verify that all of your information is correct and hit "Submit"
12. Your order will be processed and you will receive an email confirmation
13. Your pass will be mailed to your home within 2 to 4 business days
14. If you have problems at any time during this process, you can hit "Clear Form" at the lower left of any screen and start over
Q: Why should I order my monthly pass online?
A: A major advantage of ordering your pass online is flexibility. You can order your pass anytime from any location with an Internet connection. Plus, you can order your pass for the following month any time between the first and last days of the previous month. However, Metro cannot guarantee customers will receive passes ordered after the 22nd of the month by the first of the month for which the pass is valid.
Q: How secure is the Metro Web site?
A: Your security is our number one priority. Metro partnered with Infintech, a leading local provider of online purchasing services, to develop this program. And all transactions are secured by Geotrust, a respected name in Internet purchasing security.
Q: If I order a pass online, how do I get it?
A: Online orders are processed as soon as Metro receives them. Passes will be mailed first class in a plain envelope to the address specified when the order was placed within two to four business days. As a bonus, Metro will pay the postage. Passes lost in the mail will not be replaced by SORTA/Metro.
Q: Can I order passes for more than one month?
A: Yes, you can pre-order monthly passes for even more convenience. Here's an example: Let's say you currently buy a pass 11 months out of the year. Before online pass sales, you had to go to Metro's sales office or a neighborhood outlet each month between the 15th of the previous month and the 10th of the current month to get your pass. With online pass sales, you can pre-order passes for as many months as you'd like simply by putting a check next to the month(s) you want. The passes will be automatically mailed to the address you specified and your account will be charged each month when those passes are mailed.
Q: I pre-ordered my passes for the year, but now I will be traveling during July. Can I cancel my order for a July pass?
A: Yes. We understand that plans change. If you have to cancel a pre-ordered pass for any reason, just send an email to onlinepayment@go-metro.com or call Customer Relations at (513) 632-7575 to let us know. Be sure to include your name, address, telephone and email address, the type of pass you ordered and your method of payment.
Pass orders must be canceled before the 15th of the current month, which is when pre-orders for the following month's pass are placed. Metro does not offer exchanges or refunds for any passes that are sold.
Q: I pre-ordered my passes for the year. What if there is a fare increase?
A: Metro reserves the right to increase its fares at any time. In the event of a fare increase, you will be notified of the price change before it goes into effect.
Q: My wife and I both ride the bus. Can we both order our passes online?
A: Yes, but you must order them one at a time. Just place your order and complete the transaction for each pass you wish to purchase. You each may also pre-order passes this same way.
Q: Do I have to buy passes online?
A: No. This is being offered as an option to those customers who want to use it. Metro will still have a fully-staffed sales office and a variety of neighborhood locations available for customers' convenience.
Q: I've never used a monthly pass before. How do they work?
A: Monthly passes are a convenient way for frequent bus riders to pay their fare without dealing with correct change or transfers. Just swipe your pass through the reader on the top of the farebox every time you board and enjoy your ride.
You will need to make sure you order the correct pass. Metro's service area is divided into four zones. Each pass allows unlimited monthly travel seven days a week within the zone for which it is priced:
Zone 1 Pass - City of Cincinnati
Zone 2 Pass - Hamilton County and the City of Cincinnati
Zone 3 Pass - Hamilton County, the City of Cincinnati, Clermont County and Harrison OH
All Pass - Any route or service, including Butler and Warren Counties
M/T Pass - Metro Zone 1 (City of Cincinnati) and anywhere Transit Authority of Northern Kentucky (TANK) goes
You may ride into or through other zones with any pass, but an additional cash fare may be required. Visit www.go-metro.com for more information on Metro's monthly passes.
Q: I'm not a rider, but am interested in starting. How do I get more information about riding Metro?
A: Visit www.go-metro.com and get an overview of all the services Metro provides. We also offer a personalized Trip Planner that will help you determine which route to take, where to catch the bus and how much it will cost. Just enter the address of both your starting point and destination and let Trip Planner do the rest. Or call for information at (513) 621-4455 weekdays from 6:30 a.m. to 6 p.m., Saturdays 8 a.m. to 4 p.m., closed Sundays and major holidays.
Q: This sounds interesting, but I still want to buy my pass in person at the sales office. When is it open?
A: Metro's Sales Office is located in the arcade of the Mercantile Building downtown at 120 East Fourth Street. It is open Monday through Friday 6:30 a.m. to 6 p.m., closed weekends and major holidays.
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