Update for Snapper cardholders regarding the April 1st update to Metlink fares  

Summary: Some Snapper cardholders have been overcharged following a fare update. These overcharges will be  refunded by the end of this week (Friday April 7th, 2023).  

On April 1st, a fare change was applied across all Metlink services. Included in this update was a reduction of off-peak fares for passengers paying with Snapper (meaning that passengers travelling off-peak and paying by Snapper will receive a 50% discount).   

For the correct (new) fares to be charged when a customer pays by Snapper, the data needs to be uploaded both to the rail validator network, and the bus fleet.   

In this instance, not all the rail validators were updated in time, and it has since been discovered that  the bus fleet had not been updated with the new fares. The rail network is now fully up to date, and we are in the process of updating all buses with the correct fares.  
  

What does this mean?  

From April 1st, customers travelling by bus during off-peak hours, and paying by Snapper, will have been overcharged for their travel.   

Customers travelling by train during off-peak hours, and paying by Snapper,  also have been overcharged for their travel – these customers have already been refunded to their Snapper cards.   

Customers who were overcharged  will be reimbursed for the overcharges by the end of this week (Friday April 7th, 2023).  The overcharge amount will be credited back to your Snapper card and the credit will be collected the next time you check your balance or top up.  

If you were overcharged and you’re not credited by the end of this week – please get in touch with us using any of our customer care channels and we will get it sorted for you.   

What if I travelled during peak hours?  

You don’t need to do anything. If you’ve travelled during peak hours in the last few days, you will have received the old fares and therefore paid less.   

We sincerely apologise for this error and any inconvenience caused by it. Thank you for your patience while we work through the resolution.   

Team Snapper