KeyGo on GTR

[BingBong50]

I have just requested and received my first Key Smartcard from Southern which I have loaded KeyGo onto and my railcard. I have used it for the first time but have some questoins that I can't find answers to on the website. I don't have any eTickets or Season Tickets so will just be using it for occasional leisure travel.

My first journey (day trip off peak) was Coulsdon South to Brighton with a break of journey at Gatwick Airport (going through the barriers) in both directions. Coulsdon South to Gatwick was on Thameslink and normally I would then get Gatwick Express to Brighton but wasn't sure if I could use KeyGo on that service as it is a higher fare. Could I have used GX and how would KeyGo have known to apply the higher (Any Permitted) fare?

I can see no way in the app to show the journey history I have completed or how the final fare has been calculated. All I know is that I have been charged £13.35 to my credit card but would like to know the workings.

Any help appreciated.

 

[MrJeeves]

Could I have used GX and how would KeyGo have known to apply the higher (Any Permitted) fare?

You can use GX, and it would try to match your touch in/out times up with a potential itinerary.

I can see no way in the app to show the journey history I have completed or how the final fare has been calculated. All I know is that I have been charged £13.35 to my credit card but would like to know the workings.

The GTR website(s) (they all just point at the same place and you share one account across them all!) has a Key Smartcard section, which has a keyGo section, which details the list of fare(s) you have been charged, and what journeys they covered.

 

[Hadders]

My own experience is that KeyGo struggles to cope with Stevenage to Finsbury Park and a return from St Pancras to Stevenage. I'd really like it to work properly but I always seem to have problems.

 

[Haywain]

My own experience is that KeyGo struggles to cope with Stevenage to Finsbury Park and a return from St Pancras to Stevenage. I'd really like it to work properly but I always seem to have problems.

My experience is the exact opposite, and that it's been able to cope with the sort of trips you describe.

== Doublepost prevention - post automatically merged: 2 Aug 2024 ==

I can see no way in the app to show the journey history I have completed or how the final fare has been calculated. All I know is that I have been charged £13.35 to my credit card but would like to know the workings.

Look on the website the next day: log in, Key Smartcard, and then Key Smartcard history, and you can then expand the fare charged to see the touches that allow the calculation.

 

[BingBong50]

Thank you very much for this information. I have found the trip history on the website and all my sectors are shown for the day in question. The leg from Gatwick to Brighton though shows as "Type - Autofill" rather than "touch". I recall the gates at Brighton were open but I still touched the card on the reader. Is that what the autofill bit means?

 

[OscarH]

Thank you very much for this information. I have found the trip history on the website and all my sectors are shown for the day in question. The leg from Gatwick to Brighton though shows as "Type - Autofill" rather than "touch". I recall the gates at Brighton were open but I still touched the card on the reader. Is that what the autofill bit means?

The standalone readers, and gates when they're open are horribly unreliable, so your tap seemingly didn't register. It might eventually update with the real data or it might not, but as it's auto filled correctly it's fine

 

[Hadders]

I used KeyGo yesterday.

I made a single journey from Baldock to Stevenage then a later return journey from Stevenage to St Pancras.

Checking my account this morning it’s charged me correctly for a Baldock to London Terminals Super Off Peak Day Return.

I’ll give it another go at some point in the next few weeks. In my experience it’s Finsbury Park that seems to cause issues….

 

[Vexed]

The standalone readers, and gates when they're open are horribly unreliable, so your tap seemingly didn't register. It might eventually update with the real data or it might not, but as it's auto filled correctly it's fine

It is heavily dependent on the station though, especially for the gates.

I semi-regularly make very early morning journeys between St Albans City and St Pancras and have had no issues with tapping on the open gates - just make sure to go through one with a green arrow and watch for the orange light to the top left of the reader to go green.

However at some stations at night staff will turn the barriers off or set them to all show X in which case they won't register any taps. Its probably a good idea to drop the team on Twitter/X a message if possible when you see this.

For standalone readers again I've had no issues but I've only used them half a dozen times so probably not very statistically significant. I do see that the ones at Welwyn North don't seem very unreliable though, last time I was there 2 were out of order leaving 2 working (and a fifth but I didn't walk by that so I don't know it's status). I go there by car though as its a very long journey by rail so don't actually use them myself. I would say around one in 50 people tap a smartcard on them.

 

[jon0844]

The last member of staff locking up when finishing at the gateline must not set all gates to in or out. They must allow people to tap in or out somehow or it will impact hundreds of people.

I suggest you contact customer services to inform them so it won't happen again.