A special measure
The STM compensates customers

Montreal, November 23, 2003 –  The chairman of the board of directors, Mr. Claude Dauphin, today announced the compensation approved by the board of directors to make up for the inconvenience caused to customers by the strike of the maintenance employees from November 17 to 23. Thus, those who had bought a weekly CAM for that week will be able to receive $5 (regular fare) or $2.50 (reduced fare) by going to the customer service centre at the Berri-UQAM station between December 8 and 19. Holders of a monthly pass (CAM), for their part, will be eligible for a reduction of $5 (regular fare) or $2.50 (reduced fare) on the purchase of their pass for the month of February 2004. In order to receive their compensation, however, customers will have to present their pass (weekly CAM for the week starting November 17 or the CAM for November 2003).

Mr. Dauphin made it clear that this is well and truly "compensation" and that he was well aware that it does not make up for all the costs that some users incurred for travel during the period of the dispute. "It is the first time that the STM has offered this type of compensation. It is our way of apologizing to our customers and telling them that they are important to us. Given the volume of passes that we sell, this special measure could represent an expenditure of some $ 2 million for the STM."

Why the delay until February for compensation?
The decision to compensate CAM holders in February 2004 was motivated by the following factors. First, at the time that the board of directors approved the measure, the December pass was already on sale in the network. Second, in January, the STM sells 20,000 fewer monthly passes due to school breaks and the holiday period. Therefore, to be fair to its customers, the STM opted to give the reduction of $5 or $2.50 in February. Thus, customers will be able to obtain the February CAM at a cost of $ 54 (regular fare) rather than $ 59 or $ 28.50 (reduced fare) instead of $31 at the usual locations. If customers do not buy a CAM in February, they will be able to obtain a refund of $ 5 or $ 2.50 on presentation of their November pass at the customer service centre (Berri-UQAM station), in February.

Why extend the reimbursement period for the weekly CAM?
The announcement of the reimbursement for the weekly CAMs was made in the media, but no official notice was published by the STM. Thus, some pass-holders were not aware that the STM was providing reimbursement for these passes. As a result, it was agreed to reimburse them the sum of $ 5 or $2.50 as compensation. To obtain this reimbursement, they will have to present their weekly CAM at the customer service centre at the Berri-UQAM station, Monday to Friday, between 8 a.m. and 6 p.m., from December 8 to 19.

Finally, it should be pointed out that in November 2002 the STM sold approximately 355 000 monthly passes, including 165 000 reduced-fare passes. The regular fare CAM presently sells for $ 54, and the reduced fare pass for $27; the regular fare weekly CAM costs $16, and the reduced fare weekly pass, $8.

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