Since the February 2024 launch of the UMO transit app, Thompson Rivers University (TRU) students and locals have experienced app bugs that have left them stuck at bus stops. Most students are not aware that UMO provides a physical card as a backup or second option, because there is little information shared about where to get one. As the demand for public transportation increases with the start of the school year, this ignorance has left riders confused. Although physical cards are free and accessible in limited places, they provide a reliable substitute for app problems, however, more work needs to be done to inform students about this choice.
While physical cards are still an option, they are not distributed by the university, confirms the Student Union (SU) at TRU. Students seeking a physical card must obtain one from a UMO or BC Transit vendor. This change has caused some confusion among students who were accustomed to receiving cards directly from the Student Union. Physical cards are still preferred by many students because of their reliability. In the past, students would directly pick up their bus passes from the Student Union. Students would activate their bus passes at the SU desk, but they would only pick up the card once as it was also their student ID. The student ID now serves little purpose to students aside from a secondary piece of ID. Instead of a physical card, students now receive a code via email since the UMO system was implemented. Many people continue to visit the Student Union despite this shift in order to ask questions about getting a physical card or to get help using their digital codes efficiently.
A first-year student who regularly uses public transit, Amanpreet, talked about her experience. She claimed she was unaware that she could obtain a physical card until a friend informed her, “I am happy that there is an alternative because the app has crashed on me multiple times, but it would have been beneficial if we had been informed about it earlier with the email when student union give us our app code.” The flexibility of the UMO system, offering both digital and physical pass options is designed to meet different needs. However, a better awareness and clearer communication could help more students, like Amanpreet to take full advantage of these features.
Simranjit, service coordinator at Student union confirmed that UMO’s customer service handles most technical inquiries, though TRUSU also provides guidance when needed. He added that digital pass allows students to purchase and manage bus passes through the UMO mobile app, which also grants access to facilities like the Tournament Capital Centre (TCC).
The university is aware of the need for clear communication about the new system. They have created a dedicated U-Pass page on their website with FAQs and contact information for customer service. Students experiencing issues are encouraged to contact UMO customer service first, with university staff available for additional support. As the Kamloops transit system continues to evolve, both BC Transit and TRU are committed to addressing student concerns and improving the user experience of the digital bus pass system.
“We wanted to make our bus system more digitized and easier for everyone to use,” a Kamloops Transit Office worker clarified. The Officer added, “For this reason, we released the mobile application. However, we still provide physical cards because we understand that not everyone prefers to use their phone for everything. Many people inquire about them, which is perfectly fine. They continued by saying, “We have posted all the information on our website, but we are starting to realize that it might not be as clear as we initially believed. We continue to receive inquiries from people concerning the actual cards. We will come up with more effective ways to spread the word”.
Even though the UMO system transition has been challenging, it is apparent that many of the present inconveniences could be resolved with improved communication about all of the options. The Kamloops Transit Officer encourages all users who are having trouble with the app to try the physical card option while they continue to improve the system. By providing both digital and physical options, Kamloops Transit aims to accommodate the diverse needs of its riders, ensuring that everyone has access to reliable public transportation. “We are committed to providing a reliable and accessible transit system for all Kamloops residents,” said a Transit Office worker. “We appreciate our rider’s patience as we work through these initial challenges.”
“Look, we are just a couple of months into this new system. There are going to be a few bumps in the road. We learn as we go, and we really do appreciate everyone’s patience,” he said. “Once people get used to it, I am sure things will go much smoother. Change takes time, we are all in this together, and we are committed to seeing it work for everyone.”
As Kamloops adjusts to this new transit system, one thing becomes very clear: if the app isn’t working out for anyone, then there is always the option for a physical card. Riders can choose any option that ensures seamless access to transit. Although mobile access was designed to be convenient and accessible, there are still few problems that need to be fixed for it to work for all users.
Free physical UMO cards are available at a number of handy locations around Kamloops. These places consist of:
- ABERDEEN MALL 275-1320 West, Trans-Canada Highway
- CANCO 204 Tranquille Road
- CHEVRON 2711 Westsyde Road
- LONDON DRUGS 216- 450 Lansdowne Street
Riders can pick up their physical UMO cards at any of these locations. For people who would rather not rely on a mobile app, this option is especially helpful because it protects them from possible app malfunctions and guarantees that they can still use their transit pass even if their phone battery runs out. They can add their digital pass to the physical card by either visiting these places or doing a direct transfer within the app settings. Simply log into your account settings in the UMO app and click “Transfer to Physical Card.” This feature makes it easy to let riders switch seamlessly between digital and physical options. This allows riders to enjoy the convenience of a mobile app while having the security of a physical backup
“Once I figured out how to use the physical card, it became much more reliable,” says Amanpreet, who recently made the switch. “I just wish I did know about it sooner.”
Tips:
Never write sentences like this: A first-year student who regularly uses public transit, Amanpreet, talked about her experience.
Instead of saying that she talked about, you should tell us what she said.
For example, write:
Amanpreet, a first-year student who regularly uses public transit, didn’t know she could obtain a physical card until a friend informed her. “It would have been beneficial if we had been informed about it earlier with the email when student union gave us our app code,” she added.
This information, for example, doesn’t add anything, is just repetition: “I am happy that there is an alternative because the app has crashed on me multiple times.”