WHEATON (WBBM NEWSRADIO) - It was a Monday morning commute filled with frustration for Metra riders as they tried to buy their tickets through the Ventra mobile app.
It crashed Thursday and was said to be back up and running early Sunday, however the spike in users Monday morning caused it to go down again.
"First it erred when I was trying to pick my zones, [it] wouldn't even pop up with any tickets," said commuter William Carlisle. "Then, I tried a second time and was able to select by ticket but when I went to check out, it just popped up with an error."
Most of the issues stem from trying to buy tickets, which could have been sparked by the influx of app users beginning last week after Metra eliminated its physical sales at ticket windows. That change was part of a larger overhaul updating fare structure and other operations that took effect Thursday.
"My wife was just dropping me off and I usually get my ticket on the way," added Matt Smith. "I went through the purchase process once and it just kind of hung up on me, but I closed out and got back in and then it was business as usual."
One Metra employee told WBBM they dealt with disgruntled customers all morning as they were told to either purchase their tickets from a kiosk or to use cash.
Some, including Carlisle, used the technology troubles to their advantage and got a free ride.
"Because once you're on the train, if you just tell [the conductors] the Ventra App doesn't work, they just pass you."
Others, like Smith, followed the rules.
"I have a moderate amount of resentment as I'm learning that people are getting free rides and I'm not, but that's okay."
In a statement, Ventra Chicago said it's working to address the challenges and restore the Ventra App on behalf of all riders. It also apologized for any inconvenience the issues have caused.
Chicago Sun-Times Media Wire contributed to this report.
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