Transit panel reviews fare modernization plan as cash-paying riders warn they could face double payments

Charlotte transit staff on May 7 presented a Fare Modernization Program that would replace legacy paper fare media, expand electronic payment options and introduce fare capping while allowing continued cash acceptance at fareboxes — a change that prompted vocal public concern about potential impacts on cash-paying riders.

Chair Lee Altman opened the Metropolitan Transit Commission meeting and turned the floor over to Elizabeth, identified in the record as chief administrative officer, who described a package of changes the agency says will modernize payment, simplify fares and grow ridership. Staff said outreach earlier this year included a website survey, public meetings and pop-ups, producing "over 1,400 touchpoints" that informed the proposals.

The proposal would add tap-and-go options (credit/debit cards and mobile wallets), a CATS-issued smart card, expanded retail locations to purchase and reload fares, and a new customer website and mobile-app features. Staff said ticket vending machines would be simplified to sell single-ride tickets only while new validators would be installed across modes, including at light-rail platforms, and proof of payment would be required in clearly marked paid fare zones.

Under the changes, CATS would discontinue legacy magnetic-stripe paper media, tokens and punch tickets; customers using those products would be required to migrate to electronic fares. Staff also said CATS would continue to accept cash at fareboxes and vending machines but that cash customers would no longer receive a paper transfer. Electronic fare media would support fare capping: staff provided sample caps for local service — $6.60 per day, $30.80 per week and $88 per month — and described a pay-as-you-go account that caps charges once a rider’s spending reaches the pass price.

Staff said reduced-fare accounts would be set up for eligible riders and that applicants would be able to register online, requiring a phone number and email to enable account features such as balance protection. The agency said it plans to expand reduced-fare eligibility to income-qualified customers, participants in qualifying assistance programs (including Medicaid and SNAP), veterans and active-duty military; such applicants must submit documentation and register to receive electronic reduced-fare benefits. Staff cautioned that veterans’ or military IDs would not be accepted as on-the-spot proof of eligibility at the farebox for these new reduced-fare discounts.

Agency staff also said they conducted two fair-equity analyses (average fare by population and access to the retail network) and reported that the analyses found no mitigations were necessary to implement the proposed changes. Staff outlined next steps: review comments, finalize the proposal and seek adoption by the MTC at its May 27 meeting, with implementation expected over roughly the following 18 months alongside public outreach and education.

Public commenters raised concerns about how the changes would affect riders who pay with cash. "I beg of you — I beg of you not to force cash paying riders to pay double," said Mr. Carson (listed in the record as "Carson County"), who acknowledged staff outreach to shelters and refugees but said he had not received a response about whether an alternative could prevent double payment for transfer trips and asked for a grace period during rollout.

Another attendee described recent service and driver-related complaints and urged stronger complaint response mechanisms; that account was recorded on the public-comment list but not clearly attributed to a single speaker in the audio record.

The chair thanked speakers, commended staff for work on simplifying fares and expanding reduced-fare eligibility, and closed the item. The commission did not take formal action at the meeting; staff said they expect to return to the commission on May 27 with an adoption request.