FAQs - Single Non-Contact Card

1) WHAT ADVANTAGES DOES THE TARJETA SUMA (SUMA CARD) HAVE OVER THE TARJETA INSULAR (ISLAND CARD)?

For pensioners over 65 and students, the transport company of the Gran Canaria Cabildo, Transportes Gran Canaria, has introduced with this new card a discount of 20% that applies when you top up your card. This discount, previously not available with the Tarjeta Insular, can be added to other discounts in accordance with the amount of your top-up:

If the top-up is from €20 to €59........................20% of the amount of the top-up.
If the top-up is from €60 to €99...................….30% of the amount of the top-up.
If the top-up is €100 or more ...................……40% of the amount of the top-up.

The discounts established by category (Student, Pensioner and top-up) can be combined up to a maximum discount of 60%. With the Tarjeta Insular, customers previously always received a 20% discount on travel and had a maximum amount of €15 available on the card. This meant that regular customers and passengers making longer journeys needed to have more than one card with them at a time.


With the new non-contact card, which is individual and not transferable, you top up the amount that best suits your needs and interests. You can add the discounts you are eligible for, depending on the category you come under, to the discounts provided by the card

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2) HOW MUCH WILL THE FIRST TARJETA SUMA COST ME?

The first non-contact card you apply for will be issued free of charge. If you lose the card or it is damaged and has to be replaced, a charge of €5 will apply.

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3) WHERE CAN I REGISTER FOR THE CARD?

You can pick up the forms to register in the system at Global ticket offices, the Gexco offices at the San Telmo Bus Station in Las Palmas de Gran Canaria and the Arucas Bus Station, or by visiting the Global Web page www.globalsu.es. You can also drop the forms off at these locations once you've filled them in.

If you prefer to use the Web page, you can download the form, fill it in, scan it and send it by email, including an image-quality photo. The application form is available on the home page: the Tarjeta Suma web banner includes a link where it can be downloaded.

You can hand the form in at the Global ticket offices indicated above, provided it is appropriately filled in and placed in a sealed envelope (in compliance with the Law on the Protection of Personal Data). Please note that the ticket office does not register you in the system, so if you wish to receive your card at the same time as you apply for it, you will need to go to the Gexco offices, in Avenida Rafael Cabrera, or the Information Office at the Bus Station in Las Palmas de Gran Canaria to have your application processed on the spot. Customers will need to have the photos and original documents required with them for verification.

 

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4) WHERE CAN I COLLECT MY CARD?

The Single Non-Contact Card can be collected only from the Gexco offices at the San Telmo Bus Station and the Arucas Bus Station after the information included in the application has been checked against the original documents, which you must show when collecting your card.

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5) HOW LONG WILL IT TAKE TO BEFORE I CAN COLLECT MY CARD?

At the moment a period of 15 days applies from the time the documentation is received until the card is available for collection. This time frame is expected to be shortened in the coming months.

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6) WHAT HAPPENS ON BUSES WHERE ONE OF THE READERS (ENTRANCE OR EXIT) HAS NOT BEEN INSTALLED YET?

In order to take advantage of the benefits this card provides, the card must be read on board the bus. If for any reason a vehicle in the Global fleet has problems with its readers or has no readers on board, it cannot charge for tickets either and therefore should not be operating. However, in the initial phase of this pioneering experience in Spain, where this state-of-the-art system is being used for the first time in intercity passenger transport and Global is proud to be the first company to make it available, you can still pay as usual either with your Tarjeta Insular (authorised for use until 31 March 2011) or with the 10-trip AB Card, which also has a 20% discount and can be bought from our ticket agents. If you are not in possession of a discount travel document you will have to pay for the ticket.

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7) HOW IS THE MONEY FOR THE NEW CARD REFUNDED IF IT IS CANCELLED BY THE HOLDER OR IN CASE OF THE DEATH OF THE CARDHOLDER?

On presentation of a declaration of inheritance.

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8) IF MY CARD IS STOLEN, LOST OR DAMAGED, WILL THE CARD STILL HAVE THE SAME BALANCE?

In any of these cases, you should telephone immediately to inform of the loss or theft (if the card is stolen you should also make a report to the police). Your card balance will remain unchanged from the moment you inform Global, including the corresponding report made to the police for loss or theft of the card. Until then, the cardholder has sole responsibility for both the card and the card balance.
If the card is damaged, the user must hand it over so a new one can be issued.

In all of these cases a charge of €5 applies for a new card to be issued (only the first card is free).

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9) IN THE CASE OF TOWN HALLS, NGOs, CHURCHES etc, HOW CAN STUDENTS AND NEEDY PERSONS PROVE THEY ARE ELIGIBLE FOR SUBSIDISED TRANSPORT WITH THE CARD?

Discounts not included in the list published by the Transport Authority must be studied on a case by case basis, as these discounts are published by the public authorities and can be combined up to a maximum of 60%.


The corresponding organisations, institutions and entities will need to contact the Global Marketing Department.

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10) WHY DO PEOPLE UNDER 55 WHO RECEIVE A BENEFIT NOT HAVE THE SAME DISCOUNTS AS RETIRED PERSONS OVER 65?

The discount is for retired persons, not for people who receive a benefit; that is, for pensioners who retire at 65 and not for those who have retired early. (Persons under 55 receiving a benefit may still work, except those receiving a benefit for Permanent Incapacity or Severe Disablement).

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11) HOW DO THE BLIND AND THE HEARING IMPAIRED KNOW WHAT THEIR CARD BALANCE IS?

The hearing impaired can read the balance. The blind should state their disability when filling in the application, as requested on the form. The company will contact them to find an appropriate way to deal with this (mobile phone, email, etc.) ,

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12) HOW CAN I FIND OUT WHAT MY BALANCE IS BEFORE BOARDING THE BUS?

Our intention is to provide customers with information about how they have used their cards, although it may not be up to date. If you are not sure of the balance, you can always check your card at top-up locations or the San Telmo Bus Station.

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13) THE CARD SHOULD HAVE A COVER TO PROTECT IT

The cover currently on sale is suitable for this card.

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14) HOW DO YOU FIND OUT ABOUT STUDENTS OR LARGE FAMILIES WHO NO LONGER HAVE THIS STATUS?

When filling in the application form you need to provide the expiry date of the document that gives you the right to the discount. When this date comes up in the system the discount ceases automatically.

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15) WHY DON’T LONG-DISTANCE JOURNEYS HAVE GREATER DISCOUNTS?

These are actually the journeys that will have the greatest discounts, if we consider that because the journey is longer, you need to top up your card more, and the discount increases with the amount of the top-up. To avoid giving customers a completely free card, an upper limit of 40% has been set, because customers who are students are eligible for a further 20% discount, which will give them a total discount of 60% (maximum allowable discount).

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16) WHAT’S THE DIFFERENCE BETWEEN THE DISCOUNTS CURRENTLY AVAILABLE AND THE SINGLE NON-CONTACT CARD?

At the moment the Tarjeta Insular provides a discount of 20% and does not include other categories, except for over 70s, who receive a discount as a gift from the company, and Large Families, who receive discounted travel in accordance with Spanish law. We are also looking at setting up a series of incentives such as the Non-Contact Card Friends Club.


In addition, it may soon be possible to use the card to pay for plane and boat tickets or entry to venues such as museums. This will mean that all transport services can be paid with one card.

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17) WHAT’S THE MAXIMUM AMOUNT I CAN TOP UP MY CARD WITH?

You can top up your card with any amount you wish. No limits apply. The only condition is that you must pay at least €20 to be eligible for a discount. You can top up your card with a lower amount to allow you to travel, but you will not obtain a discount. You can also top up your card with more than €100, but the maximum discount will still be 40%.

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18) DO PEOPLE WITH MORE MONEY HAVE MORE ADVANTAGES BECAUSE THEY RECEIVE GREATER DISCOUNTS BY TOPPING UP A GREATER AMOUNT?

That's not quite the way it works. People who use the services more often or travel more kilometres on their journeys receive greater discounts. They will obtain the same discounts for the same amount of top-up. Example of a 100 euro top-up:


- Minimum fare journey = €1.30

If it is minimum fare journey and the customer wishes to obtain a 40% discount by topping up €100, they can obtain the following additional advantage to what they already receive with the Tarjeta Insular, providing they travel on the Global service. This calculation is made on the basis of two journeys a day, five days a week, every week of the year

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TYPE OF CARD MINIMUM FARE DISCOUNT  (12 KM)  

TOTAL €/YEAR

TARJETA INSULAR

20% DISCOUNT = €1.04

€551,20

TARJETA SUMA €100

40% DISCOUNT = €0.78

€413,40

SAVING/YEAR

€137,80

SAVING/MONTH

€11,48

SAVING/WEEK

€2,60

SAVING/DAY

€0,38

SAVING ON MINIMUM FARE JOURNEY

0,26

 

Customers who have to travel every day in one direction 44 km more than those who travel the 12 km of the minimum fare have to make a 77.87% higher annual investment, which, if we compare this with the fares using the Tarjeta Insular for these journeys, means a total of 1,939.80 euros more.

Of course passengers who have to travel as far as Faro de Maspalomas aren't necessarily those who have more money; what they do have is more kilometres to travel

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TYPE OF CARD

FARE LAS PALMAS-FARO (56 KM)

TOTAL € PER YEAR

TARJETA INSULAR

20% DISCOUNT = €4.70

€2.491,00

TARJETA SUMA €100

40% DISCOUNT = €3.51

€1.860,30

SAVING/YEAR

€630,70

SAVING/MONTH

€52,56

SAVING/WEEK

€11,90

SAVING/DAY

€1,73

SAVING ON MINIMUM FARE JOURNEY

1,19

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19) DOES THE NON-CONTACT CARD REPLACE ALL OTHER TRAVEL DOCUMENTS?

The cards currently accepted on board Global buses will remain in force until the company advises otherwise. On 1 January 2011 Global stopped providing the Tarjeta Insular to its ticket agents. Passengers who have this card may use it until 31 March 2011, when it can be exchanged at the Gexco offices after it has been checked. This means that the Tarjeta de Ida y Vuelta (Roundtrip Card), the AB 10-trip Card and the Bono Cabildo (Cabildo Pass) will remain valid for travel until further notice.

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20) HOW IS THE REMAINING BALANCE ON THE TARJETA INSULAR CARRIED OVER TO THE NON-CONTACT CARD?

From 31 March 2011 it will no longer be possible to use the Tarjeta Insular on GLOBAL buses. This means that if you still have credit on the card, you can exchange it at the Gexco offices (San Telmo Bus Station, in Las Palmas de Gran Canaria) for a voucher that you can use for the Single Non-Contact Card.

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21) DO I HAVE TO HOLD THE CARD UP TO THE READER WHEN I GET OFF THE BUS?

Yes. This is essential, so that the system can recognise how far you have travelled and can refund the amount charged when you boarded that does not correspond to the journey you have made (the full journey is charged when you board). Remember that when you board the bus, you hold your card up to the reader and the entire journey is charged. It is only when you alight from the bus at your destination that the system recognises the sector you have travelled and charges you only for the kilometres you have actually travelled.

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22) WHAT HAPPENS IF I FORGET TO HOLD MY CARD UP TO THE READER WHEN I GET OFF THE BUS?

In theory, your card will show that you have paid for the entire sector. However, we have set up protocols for regular customers so that the system detects possible errors and attempts to locate the customer to advise them of the error and look for a solution.

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23) DOES THA TARJETA SUMA NON-CONTACT CARD INCLUDE TRANSFERS?

The new Tarjeta Suma Single Non-Contact Card allows transfers and currently includes them on GLOBAL buses for multi-stage services; that is, if you travel two or more sectors on different buses and each sector is less than 12 km.
For distances of more than 12 km, the Tarjeta Suma Non-Contact Card will apply the usual per-kilometre fare in force. Travellers are advised that they have 30 minutes to make the transfer.

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24) WHERE I CAN READ THE BALANCE OF MY TARJETA SUMA NON-CONTACT CARD?

At sales outlets and top-up locations and at the San Telmo information office.

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25) WHERE CAN I CHECK THE MOVEMENTS ON MY TARJETA SUMA NON-CONTACT CARD?

The possibility of travellers being able to check the movements on their Tarjeta Suma Non-Contact Card (at the GEXCO Office and on the Gran Canaria Transport Authority web site) is being looked into. This will include a guarantee for the privacy of the data in accordance with the provisions of the Data Protection Act.

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26) DO BUS USERS WHO DON'T TRAVEL VIA THE SAN TELMO STATION HAVE TO ACTUALLY GO THERE TO DEAL WITH INCIDENTS IN RELATION TO THE? THE JOOURNEY TO DEAL WITH THE INCIDENT WILL COST ME MORE THAN WHAT I'LL RECEIVE AS A REFUND.

At the moment, the only location for dealing with incidents in relation to the Tarjeta Suma Non-Contact Card is at the San Telmo station. There are other ways to tell us about incidents, for example through the GLOBAL web page.

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27) WHAT DO THE SOUNDS/COLOURS/MESSAGES ON THE EXIT READER MEAN?

Red message: “Bloqueada” (Blocked): The exit reader is blocked and your card can’t be read until the message changes to green and says “Desbloqueada” (Unblocked).

Green message: “Desbloqueada” (Unblocked): The exit reader is unblocked and your card can now be read.

Red message “Tarjeta Rechazada” (Card rejected): Your card could not be read at the exit.

Green message “Tarjeta Cancelada” (Card read): shows the balance, the fare for the sector and the message “Retire Tarjeta” (Remove your card): Your card has been read correctly at the exit.

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28) WHEN MY CARD IS READ AT THE EXIT, WHERE CAN I SEE THE FARE FOR THE SECTOR AND THE BALANCE REMAINING ON THE TARJETA SUMA NO-CONTACT CARD?

When you card is read at the exit, the reader shows a message with information on the balance and the fare for the sector travelled.

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29) IS THERE ONLY PERSON DEALING WITH ALL TARJETA SUMA NO-CONTACT CARD INCIDENTS? I'M IN A HURRY AND I'M GOING TO MISS MY BUS.

A service is available at the San Telmo information office from from 8.00 am to 3.00 pm from Monday to Friday to deal with incidents concerning the Tarjeta Suma Non-Contact Card.

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30) HOW CAN MY INCIDENT BE DEALT WITH IF I CAN ONLY GO TO THE SAN TELMO STATION IN THE AFTERNOON?

You can put the incident in writing and leave it at the San Telmo information office. Once the incident has been looked into, you'll be contacted by phone.

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31) HAVE DRIVERS RECEIVED TRAINING IN THE USE OF THE TARJETA SUMA NON-CONTACT CARD? HAVE THEY HAD ANY PRECTICE BEFORE WORKING WITH THESE CARDS?

Yes, the drivers have been trained. You have to remember that this is a very new, complex system. No other system like it exists on intercity passenger transport anywhere in Spain. This system has been installed for the first time in GLOBAL, which means that until everyone is used to it, drivers may sometimes come across new situations they haven’t dealt with before and might not be able to give an immediate response to bus users. However, because of their commitment and professionalism, drivers will report these types of situations and find a solution so they'll know how to act if the situation is repeated.

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32) CAN THE DRIVER READ MY TARJETA SUMA SINGLE NON-CONTACT CARD?

Drivers can read cards as long as they have the cardholder’s authorisation and this facility is available on the service.

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