NY Waterway Mobile App

NY Waterway App Version 2.0 Features Include:

● New “Smart Tile Home Screen” that provides quick access to tickets and travel advisories.

Data caching for offline access to schedules, notifications and tickets.

● New Purchase History Screen for easier ticket repurchasing.

Redesigned interactive map interface.

● New side menu bar for simplified navigation.

Account linking for faster account sign up and sign in.

Optional PIN for enhanced security.

Auto-renewal option for people who ride regularly.

● Special option for splitting payments.

● Ability to display already active tickets and additional tickets simultaneously.

App Developed by

       

 

App 2.0 Questions:

What was the purpose of the upgrade?

After several years of experience with our mobile ticketing App, we developed a detailed understanding of enhancements that our customers would appreciate.  Most notably, the addition of offline ticket activation capability addresses the single most common concern we heard from our customers - connectivity.  Schedules and Route Maps are also available through the mobile device cache memory.  These improvements significantly enhance the speed of navigating through the App.  We also wanted to improve the user interface (smart tiles, redesigned maps and side navigation) and reduce the number of clicks it took to get to the most commonly used functions.  Our Smart Tile System in 2.0 brings the customer's regular route schedule and availability tickets for that route right to the home screen! 

What are "Smart Tiles" in App 2.0?

Instead of a menu of options leading you to more information,  App 2.0 presents information that is relevant to the rider directly on the home screen.  We call these blocks of data "smart tiles" and each is updated with information based on the user's history, favorite route, and current geolocation to find ferry terminals near the user.

Why did you add an Optional Pin?

Currently a user needs to sign-on with their password, which is a minimum of 6 characters.  For ease of use, but to maintain security, we are presenting the option to access the App with a PIN that is easier for mobile users to type in quickly.

Does the App allow for auto-renewal of payments?

Users will now be able to create a recurring payment for repurchasing based on a schedule.  e.g. monthly pass renewal on the 1st of every month.  This helps ensure there are always tickets available to the user and they never have to miss a ferry while they are waiting to purchase a ticket. 

Does the App allow for split payments?

Users now have the ability to split payments over as many cards as they have on file.  The new user interface allows you to slide a slider to add money to a specific credit card, while still retaining the ability to tap the value box and dictate a precise amount. 

Does the App show me my purchase history?

A list of past transactions within the App helps users understand their purchasing behavior, reconcile ticket usage and purchases, and find old purchases they might wish to duplicate.

What's this "data caching" we heard about?

Data Caching makes schedules, notification and tickets work faster than ever.  Schedules, notificaton and tickets will all be saved locally and will check periodically for updates.  Now the user will be able to access this information even with a connection.

Tell me more about "Offline Ticketing"?

Offline Ticketing takes cell network signal quality out of the equation.  Users will now be able to store their NY Waterway tickets either on the device or in the account in the secure cloud.  Tickets stored on the device will be activate whether or not the user has an active internet connection and helps overcome the problem of slow or low signal areas at certain points.

What is "active ticket update"?

By utilizing the ticket activation queue for already activated ticets, it makes it easy for users to both display already active tickets and easily add additional tickets to an activated pass for display.  e.g. If a user activates one ticket when they meant to use two, this is an instance where the process of combing tickets can be used,.

Frequently Asked Questions:

When should I activate my tickets?

You should activate your ticket as soon as you are in the terminal and you can see the ferry coming in.  If you have App 2.0 you have the option of storing the tickets in the secure cloud like you did before or you can opt to have some of your tickets stored on the device.  Storing a ticket on your ticket is the fastest way to activate your ticket as it needs no signal from your phone carrier or WiFi connection.  Ticket Storage is an option under settings on App 2.0

Why is the deckhand asking me to tap my screen?

One of the many responsibilities that the deckhands have is the collection of tickets.  When you activate a ticket on the App it has moving animation, date and time the ticket was activated and the origin and destination terminals, those items plus your tapping of the screen that changes colors verifies you have a real App ticket.  The deckhand is not responsible for showing you how the App works and should never handle your phone.  If you cannot present a valid active App ticket you must purchase a paper ticket and contact our customer service department for help.


When is my monthly ticket valid?

Your monthly ticket is valid in the calendar month in which it is activated. Once activated your monthly pass is only valid on the device you activated it on for that day.  Monthly tickets are meant for a single user just like a monthly paper ticket.

Can I use multiple tickets at the same time for myself and my family or friends?

Yes, just select the number of individuals traveling with you and it will show on your ticket when presented to the deckhands. 

How early can I purchase my monthly pass?

Monthly pass can be purchased at anytime. They do not become valid until activated however, the App will not allow you to activate a monthly ticket after the 21st of the month.

What if the ticket expires before I can use it? 

In the event that this should occur you would be required to purchase another ticket for your travel. It is recommended that you do not activate your ticket until you are at the pier and ready to board the ferry.

How long can I hold onto purchased tickets without activating? 

There is no expiration date on non-activated tickets in your account. They will remain there until you activate them.

Can customers use a commuter debit card? 

Yes, please make sure that you have the appropriate funds in your account. If the card is denied, it will take three to five business days before the funding will appear back on your card.

How do I get a refund? 

All sales are final.

I left my phone at home but would like to use the ferry, what can I do? 

You would need to purchase another ticket to ride the ferry. You will not lose any tickets that are in your account and they do not expire as long as they are not activated.

Is there a limit for purchases? 

No.

Can multiple fares be processed at one time? 

Not at this time.

My phone died; can the deckhand help me with this? 

No, you would need to purchase a ticket. We cannot be responsible for phones not working, batteries dying or any phone/carrier related issues.

If I am having a problem loading the application, who should I call? 

Please call customer service at 1-800-533-3779. All problems should be directed to customer service which is available: M-F 7am to 8PM, Sat 8am – 5pm, Sun 8am – 4pm.

Which mobile phones can I download the mobile app to? 

Currently the App support the iPhone, all Android phones and the iPad. The Windows phone should be available early summer.

How quickly is the payment process? 

Once the payment is authorized, the payment is processed immediately.

Where is my personal information and credit card information stored? 

All personal and credit card information are stored on a securely encrypted PCI compliant server.

Once I activate the ticket, how long until it expires? 

Ticket expiration is based on route and the ticket should only be activated when you’re getting ready to board the vessel.

Can I see how much time is left on the active ticket before it expires? 

There is no way to see how much time is left on the active ticket. However, the bottom of the active ticket shows the date and time the ticket was activated.

What should I do if I change or lose my device?

Your account and tickets are stored on a secure server. Once you replace your device, simply download the App again and just sign onto your account and all your information will be there. If you have App 2.0 and had tickets stored on your device you should contact customer service.

How do I update or change my credit card information? 

Credit card information can be deleted and re-entered but not changed at this time. To delete a credit card on the iPhone you simply swipe you finger on the credit card to delete on the Android, you just tap and hold until it asks you if you want to delete this credit card.

When will the App work on the Blackberry Smartphones?

Sorry but we have no plans for the App to work on the Blackberry smartphones. 

Any plans to have the App work on the new Windows Mobile Phones?

The Windows phone App should is available and can be downloaded form the Windows store like any other App.

 Will the App work on a jail-broke phone?


While the App make run on a jailbroke phone we cannot guarantee it will work as documented..

 

If you didn't see your question here please call our Customer Relations Department at 800-533-3779 or email us at wecare@nywaterway.com