Reporting Suzanne Le Mignot
CHICAGO (CBS) — We heard lots of horror stories from CTA passengers about their new Ventra cards. The CTA promised things would be better today.
CBS 2’s Suzanne Le Mignot reports call center Wait times have improved significantly, but there are still some customers who are upset with the transition to the new Ventra system.
Eileen Valentin was among those waiting in line at the Ventra Customer Service Center at 165 N. Jefferson Street.
“Some of the people waiting in there have been standing in line for two. Unfortunately, I can’t do that.”
Valentin said she is trying to get her balance on her Chicago Card transferred to her new Ventra card. She said it is taking long because, “They don’t have enough people in there to handle the crowds.”
CTA spokesman Brain Steele says, “We’re in the process of expanding it so we can add more space and more customer service assistants to help customers.”
Others like Leyla Aydin, say, “I haven’t had any problems with the Ventra card.”
Some are choosing to come to the Ventra Customer Service Center for help. We tested out the wait times today at the Ventra Customer Call Center and got through after four minutes and five phone calls.
It took 33 minutes to get through to an operator yesterday.
“The CTA has already directed the Ventra vendor to double its customer service staff and to make sure we bring those call times down and get people the information that they need quickly,” said Steele.