Newsroom

Snapper your way through Spring

It hasn’t been that long since our last Snapper news but there’s so much happening at Snapper that we’ve got quite a few updates for you this issue.

You can read about how we are handling refunds for incorrectly charged penalty fares. Also in this issue – have you seen Snapper Sprats and Snapper Minis around town yet? We’re giving some away! There’s also news about our website – where you can download MySnapper (to top up any time), new retailers accepting Snapper, and a reminder to come along on Saturday to the Roller Derby bout – as we skate towards Spring.

In this issue:

• Refunds for incorrectly charged penalty fares
• Snapper Mini & Snapper Sprat
• Win a Snapper Sprat!
• Snapper your Taxi soon
• Snapper Website and MySnapper
• New Snapper retailers
• Roller Derby save the date

Snapper refunds for incorrectly charged penalty fares

As a result of a software error during a recent Snapper upgrade to some GO Wellington buses, around 5000 Snapper customers have been incorrectly charged a penalty fare on their Snapper for bus travel between 10th and 20th August. If this has affected you, you may have heard the ‘penalty applied’ message and wondered why you were getting it.

You can read more about this problem in our Media Release.

We have fixed the issue and we’re well into the process of refunding affected customers as quickly and easily as possible. For customers who had registered their Snapper we were able to send an email to valid email addresses, informing them of the error, and the methods by which they can claim their refund.  If you were affected by this issue, you’ve registered your Snapper and you didn’t get an email alert, then check your registration details to make sure they are up to date.

We’re telling non-registered Snapper customers about the error in a number of ways:

• We have developed a new webpage which will allow you to quickly and easily check if you’ve been affected by the error, and give you instructions on what to do next.  If we’ve already told you that you are owed a refund you can find out how to collect it.

  If you’re not sure if you’re owed a refund and want to check, simply enter your 16-digit Snapper number in the box on the web page and click “Go”.

• Snapper refund centres are operating at Reading Cinema and the Grand Arcade this week so you can check or receive a refund.  You can also visit our offices at Level 3, 33 Cuba St anytime between 9am and 5pm Mondays to Fridays to collect your refund or check if you are owed one.

  The refund process at the refund centres is super quick – check out the video to see how fast and easy it is to collect a refund at a Snapper Refund Station.

• You can send a text message with your 16-digit Snapper number to 590  (there is no charge for the text message).
• You can ring our Helpdesk on 0800 555 345.

• Flyers are being distributed throughout Wellington key bus commuter points.

• We issued a media release that was picked up by major news and media channels, and we’ve updated our website and popular social media channels .

Snapper’s CEO Miki Szikszai adds “We are disappointed with this error and we understand it has inconvenienced our customers. It doesn’t meet our own standards for service and performance. We’re confident we have fixed the problem and we’ve also reviewed and made changes to how we test our systems. We appreciate our customers’ patience while we make the refunds to them. If customers want any further information please go to http://www.snapper.co.nz/refunds, call 0800 555 345 or visit one of the three refund locations.”

More magic ways to pay – Snapper Mini and Snapper Sprat

If you’re new to Snapper, and want to branch out from the classic Snapper wallet card, or you want to stand out from the crowd this Spring, then we’ve got just the thing: The Snapper Mini and the Snapper Sprat.

Designed with a hole pre-punched into the card and an elastic loop, the Snapper Mini is much smaller than the classic Snapper card – it’s the right size to hang off your key ring, or for kids to attach to their wallets, schoolbag or keys.

Let’s face it, there’s enough stuff cluttering up your wallet and you want easy access to your Snapper when getting on and off the bus or buying that mid morning coffee, so a Snapper Mini may be the one for you. 

And for school kids, the Snapper Mini.Jr (it’s a little green Snapper) automatically applies child fare discounts and is less likely to get lost in the playground or left on the bus. Almost half the size of a credit card – the Minis are just 66mm long and 40mm wide.
 
The Snapper Sprat is the toughest Snapper yet.  It is even smaller than a Mini (just 45mm long) and you can hang one off your keys, your bag, a lanyard, your wallet or even off your mobile phone.

Both the Sprat and the Mini operate exactly like the standard Snapper.  You can top them up in the same way and use them to catch the bus or buy your coffee.  If you’re at school, you can have your Mini or Sprat electronically personalised so that you receive any concession fares on public transport that you are entitled to.  

The easiest way to get a Snapper Sprat or Snapper Mini is from our online store or you can pick one up from a participating Snapper retailer.

Competition – Snapper Sprat for Spring!

We love the Snapper Sprat so much and we think you will too, so we’re giving you the chance to win one of five.
Enter the giveaway by answering this question which you’ll find the answer to in this Newsletter.

Q: Name one of the new Snapper retailers mentioned in this Newsletter.

Click here to enter with the email subject: ‘Newsletter – Sprat competition entry’

Entries close 5pm Wed 15th September.

Snapper your Taxi in Wellington soon

When you’re caught in that Spring shower and just want to hop into a cab, soon you will be able to pay for that taxi ride with your Snapper.

We are really excited about this new development for Snapper users.  A trial is underway in Wellington in a small number of taxis.  Keep an eye on the next Newsletter and the Snapper Blog for more information about how you can Snapper your taxi very soon.

Snapper Website and Topping up using MySnapper

Our new website went live in July and we’re really happy with the changes that have already been made.  We’ve seen visitor numbers up 5% this month and 35% of our website visitors were new, so welcome!

You can navigate your way around the site easier than before through the new navigation menus and search function.  Most visitors seem to spend about 3 minutes on the site, whether they’re logging into My Account (one of the most popular pages) or checking out the latest news or Snapper products. We’re always interested in making things easier, so make sure you give us your feedback about the website.
 
A new feature of the website is MySnapper, an application you can download for free. You can use MySnapper with a Snapper Feeder or Snapper USB to either check your balance or to top up your Snapper straight from your computer, whenever you like. If you’re interested in getting hold of a Snapper Feeder or a Snapper USB, you can order one online, straight from the Snapper Store.
 
How about getting a Snapper Feeder for your office? We know some savvy businesses are using Snappers to get staff around town on the bus, or as a petty cash system and with a Snapper Feeder in the office all the Snappers can be topped up from your computer, all you need to do is download MySnapper onto your computer.
 
If you want to know more about MySnapper try our helpful FAQs.

Snapper new retailers onboard

Snapper’s network of retailers is growing all the time.  There are well over 200 Snapper retailers in Wellington, Hutt Valley and Auckland CBD. These range from places where you can top up a Snapper, make a purchase using Snapper, get a Snapper balance, buy a Snapper card or accessory, or get a travel concession.

Recent additions to the Snapper retailer network in Petone, Owhiro Bay and Waiwhetu include:

Vimal Store – 216 Jackson St, Petone

• Snapper Payments
• Top Up
• Buy Snapper Products
• Check your balance

 
Wainui Road Dairy – 1 Wainui Rd, Waiwhetu

• Snapper Payments
• Top Up
• Buy Snapper Products
• Check your balance
• Runcimans Passes

South Coast Convenience Store – 303 Happy Valley Rd
Owhiro Bay, Wellington

• Snapper Payments
• Top Up
• Buy Snapper Products
• Check your balance

Great fruit Smoothies, and a great selection of hot food. Situated at the last stop before you head around to Red Rocks.

Richter City Roller Derby Saturday 4 Sept – Lock it in now!

This Saturday bout two of the Richter City Shakedown series hits Wellington with The Rubble Rouser at the TSB Bank Arena.

The first bout of the Richter City Roller Derby season, Stop Drop and Roll, on 24th July was a huge success. More than two thousand enthusiastic Roller Derby fans turned up to support the Richter City teams, Brutal Pageant and Smash Malice.

On the night around 250 smart Snapper customers powered past the queues by topping up at the Snapper kiosks and Snappering their tickets at the ticket booth.

Roller Derby in Wellington goes from strength to strength and Snapper loves being a part of it. The event’s a great opportunity for you to experience how fast Snapper is for payments and reducing queuing time.
 
With some improvements aimed at dealing with the massive number of excited derby fans we are expecting after last time, we’ll again have special Snapper-only queues so that you can fast track your entry to the event and purchase your food and drinks all night with Snapper.

Doors open at 6pm.  The match begins at 7pm.  First in, best seats.
 
Keep an eye on our Facebook and Twitter pages and the Snapper Blog for more information and Snapper and ticket giveaways!

For more information about Richter City Roller Derby please visit their website stalk them on facebook follow them on Twitter and check out their youtube channel for some clips of the last bout.

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