#AskDCTA: How can I prevent my DCTA passes from getting lost or stolen?

May 21, 2019

Have you ever wondered how DCTA operates during severe weather? Want to know about our travel tools? Now you can #AskDCTA! In our monthly blog content series, our customer service team answers frequently-asked rider questions to better engage with our riders and improve their experience when riding DCTA.

For the month of May, Samantha Balderas – Customer Communication Specialist—shared some tips on how to prevent your DCTA pass from getting lost or stolen.

1.What should I do if my pass is lost or stolen?

If you left your pass on one of our buses or A-train, you can check our lost and found. There are three ways you can do this:

• Visit our Downtown Denton Transit Center (DDTC) at 604 E. Hickory St. Denton, TX 76201
• Call our customer service team at 940.243.0077
• Submit your information via GORequest to locate your items

You will need to provide a detailed description of the item, where and when you lost it, and any additional details that might help our staff locate your item. For more information, check out our #AskDCTA blog post about our lost and found policy.

2. Does DCTA offer replacement passes?

Passes will not be replaced if lost or stolen. All DCTA passes are non-refundable and non-transferable. This includes weekly, monthly, and annual passes as well as the university pass.

DCTA-issued ID cards such as reduced fare IDs and American with Disabilities Act (ADA) IDs can be replaced for a fee of $5.

3. How can I properly store my DCTA fare pass?

Keep your passes safe by storing them as soon as you make your purchase. Consider some of these ideas to store your fare passes:

Card Case or Wallet

Safely store your passes and DCTA IDs in a cardholder or a small wallet. Keep it in your bag while traveling and easily pull it out when you need to show your pass.

Badge Holder

You can purchase a clear badge holder for your DCTA-issued ID for $0.75 at the DDTC ticket window.

GoPass℠ Mobile App

Purchase your fare on the go with the GoPass mobile app for Apple and Android phones. You can connect your debit card to your GoPass account and easily purchase passes without having to carry cash. You can also store your passes on the app, available on iTunes and Google Play!

Take a Photo

If you think you might lose your pass, take a picture of it on your cell phone! When asked for your pass, you will need to be able to provide additional identification to prove that the pass belongs to you such as an ID that has the name or photo on the pass.

4. What should I do if the ticket vending machine isn’t working at the A-train station?

There are two ticket vending machines (TVMs) at every DCTA train station. They can be located at the north and south end of the A-train platform. If only one machine is down, then passengers can purchase passes using the TVM on the other end of the platform. Passes can also be purchased at the DDTC ticket window.

If both machines are down at all other stations, passengers should notify the train conductor or call DCTA customer service at 940.243.0077. Passengers can purchase fare at the next station.

Have another question you want our customer service team to answer? Here’s how you can submit them:

• Send your feedback via our GORequest online customer service tool and choose the menu option “#AskDCTA Series”
• Post your question on our Twitter or Facebook page (be sure to use #AskDCTA)
• Drop a note in the comments section on our Hop on Board blog. 

While we can’t guarantee that every question submitted will be answered, we will consider all inquiries and will feature questions that will greatly benefit most of our riders!

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