Commuters queued for hours on end in an attempt to register for a Tallinja card yesterday as buses failed to keep to their schedules and malfunctioning cards and machines caused delays on each trip.

By noon, as temperatures soared, the crowd got more flustered and the smell of sweat grew more pungent, some people were fainting and others were losing their temper.

At one point the ambulance had to be called after a woman fainted and hit her head to a bench.

The much anticipated Tallinja card debut was a flop yesterday and the Valletta bus terminus felt like a flashback to July 1, 2011 with the chaos similar to the day the Arriva buses launched in Malta.

This time frustrated commuters were queuing in front of the Malta Public Transport booth, in an attempt to register or top up their bus card.

However, as the desk was manned by one or at the most two MPT officials, the queue turned into a crowd of about 200 people. The snail pace service meant that some commuters had to wait for about three hours until they were give the card. Some claimed to having been there since 6am.

This newspaper witnessed people waiting at least three hours in the queue.

The only two security officers, who were clearly overwhelmed, were being helped by a Hungarian student residing in Malta who repeatedly tried to get people to form some sort of queue. This however led to him being the victim of a racist attack (see separate story).

I don’t understand why systems aren’t tried and tested before they are launched. It’s we the drivers who have to bear the brunt

Bus drivers were arriving at the bus bays hassled, exhausted and late. “I just arrived at the terminus 50 minutes late because I had to explain to people that they still had to pay although they had a card – because the system was not working properly,” one driver told Times of Malta.

Another driver said that it was taking some 20 seconds for the card to pass through and bleep. “That really slows you down,” he said.

“I don’t understand why systems aren’t tried and tested before they are launched. It’s we the drivers who have to bear the brunt – they never take it out on the company or on the government – it’s always the driver who’s to blame,” said another driver.

Some drivers showed Times of Malta the number of tickets issued by the machines reading ‘Problem with card – not valid for travel’. “In one single trip from Rabat to Valletta I had some 30 which did not work.”

Several frustrated commuters told Times of Malta that their cards, even though topped up, did not work and they still had to pay the €2 fare. “I had to pay the normal bus fare. I use the bus to and from work every day which means I would need to fork out €16 per week unless they fix it,” said one commuter.

A woman who had to take her two children to hospital said that the trip cost her €12. “I don’t have internet to register for the card and I cannot waste half a day in a queue to do the card.”

Many who spoke to Times of Malta said that the previous system, where they paid €1.50 for a day, was much more efficient. Many readers contacted Times of Malta complaining that they still had not received the bus card before its debut today. Yesterday commuters could register for a card at the Valletta terminus, in Sliema and Bugibba. MaltaPost was supposed to offer the facility of a top-up service but the service was suspended as it was not working.

Helen Borg Bonnici, 81, from Birkirkara, received the card yesterday: “I went to the Birkirkara post office to ‘top’ our cards with my 85 year-old sister this morning but was told by the clerk in charge that communication with Transport Malta was not working and we had to go back home disappointed once again.”

The fares

As of yesterday, the adult fare is €2 for a two-hour ticket instead of €1.50 for a day ticket. But those in possession of the Tallinja card will only be charged €0.75 for a two-hour trip and there will be no further charge for the rest of the month after they spend €26. Special prices apply for the elderly, students, children and the disabled.

Tourists will be able to buy seven-day unlimited tickets or a batch of 12 single-journey tickets at €1.25 per trip, which would be cheaper than the standard two-hour tickets sold at €2. However, no date was given for when these products would be on sale.

Malta Public Transport said that elderly people, children under 10 and disabled commuters who still don’t have the card will not be charged the dearer rates until Sunday.

‘All is well …’

Malta Public Transport said that “overall, the system is working” and it is “generally satisfied” with the changeover process.

This, it said, involved the installation of 300 new ticketing machines and vehicle tracking systems on all buses, as well as the training of over 800 drivers on the new systems and fare structure.

It said “some minor technical problems” were “to be expected” especially in such a major change. However, the company is confident that these will be resolved quickly.

A small number of instances were in fact reported. In such cases, drivers had been briefed to allow the passengers to board for free.

However, the company received some complaints where passengers may have still been charged the fare.

Malta Public Transport apologised for this inconvenience and assured the public that all these tickets will be refunded.

It said that customers’ reported inability to top up their card in the morning had been “resolved”.

Due to the quality of some photos that were taken at registration stage, the company has issued some temporary cards which can be used normally.

Malta Public Transport thanked the public for their cooperation in this transition.

Transport Malta ‘vigilant’

Transport Malta said it has asked Malta Public Transport to deploy more customer care officers primarily in Valletta to provide assistance in topping up Tallinja cards and answer general queries.

TM described itself as “vigilant” and has been closely monitoring the launch of the new Tallinja Card system, saying it is “aware of numerous reports on operational issues faced by commuters”.

TM has also asked the operator to speed up the processing of the new Tallinja applications to ensure these are received by respective applicants in the shortest time possible.

People’s reactions

Helen Camilleri from B’Kara: “I’ve been here in the queue for three hours. I doubt if I will make it back to work in time at this rate.”

Nicole Abela from Dingli: “I used it but the machine was not working. I don’t think it’s right that you offer a service which does not work on the first day.”

Veronique Farrugia, Kappara: “I applied last week but I still have not received my card and today I had to pay €2 for two hours only.”

Joe Vella, Valletta: “I still have not used my card as the 10.17am bus did not turn up. Another one came at 10.30am but it had no air conditioning so it just left. Now we are waiting. I asked the inspector and he told us that he’s looking for one... it’s like he’s looking for a Matchbox bus”

Lino Bondin, Valletta: “I used the card, which was topped up, and it did not work. I still had to pay. I was not the only one. Now I have to pay again. It’s better if they left things as they were.

Joan Micallef, Kalkara: “My card worked. It’s going to be like the Oyster card in England … it will save time in the long run. I did not have any problem but I know few people who had.”

Richardello Matteo, Marsaxlokk: “I paid €2 for two hours and I have already been here an hour and my bus still hasn’t shown up. This is shameful. Fine if you want to raise the price but give a good service. Letting commuters wait for an hour is unbelievable and the service has not improved at all: the buses are still crowded. Think of tourists! It is not encouraging to come to Malta in these conditions.”