June

• Matt from Burke asks
  Only a statement. Thank VRE conductors for doing the job you do. The conductors have a tough job dealing with ungrateful and stressed out passengers. They have to deal with the passengers and late trains caused by circumstances beyond their control. The conductors are the greatest. Thank you for being there for us.

  VRE Response
  Thank you Matt.  We will pass that along to the crews.

• Matt from Burke asks
  There are very large pot holes on the drive way leading to the parking garage and the lot at the Burke Centre Station. Please let the appropriate parties know

  VRE Response
  Will do Matt.

• Amy from Fredericksburg, VA asks
  Do you think you will extend the Fred Bus and VRE joint service to Route 17 Commuter Lot? Is there plans to repair the bridge overpasses and extended platforms that are deteriorating at the Fredericksburg Station ? And ant updates on getting WIFI on the trains? Thank you

  VRE Response
  Thanks for the questions Amy.  We'll share your comments with FRED Transit, not sure what plans they have for additional service beyond their recent addition of the Quantico route.

  We do have a project in the planning phase for a refurbishment and platform extension at the Fredericksburg Station. Stay tuned to our Projects page for updates.

  No plans currently for WiFi, though our IT group continues to look for viable options.

• Davin from Woodbridge, VA asks
  I was stuck on Train #309 last Thursday when trees were down on the tracks. I would preferred if you let train #307 and #309 go to Woodbridge like you did train #305 instead of holding us at Alexandria and Springfield. Just move Train #303 and #305 off the platform at Wodobridge, so that #307 and #309 could come in.

  VRE Response
  Sorry Davin, 

  We needed to be able to keep two trains on the platform at Woodbridge in case we were able to get buses.  We could not have accommodated any other trains at the station.

• Bob from Burke asks
  It seems VRE has lost all semblance of an organization. Constantly late trains, conductors that can't seem to announce delays nor announce which doors will be open on shorter platforms, emails that aren't returned/answered, etc. As an example, here we are with brand new Metro riders and tourists, and on many trains no announcements about coaches not making the platforms are made. Either some management shake-ups are in order and/or conductors need to be held accountable for basic requirements. This reminds me of years ago when Amtrak could not have cared less about the VRE. And please don't ask for specifics: Look at your on-time record, ride some trains and see what announcements aren't being made, and audit your incoming emails vs. their reply rate.

  VRE Response
  Announcements detailing which doors will not make the platform should be made prior to arriving at each station. Management will follow-up with the train crews.

• Andrew from Brook asks
  Something seems off with your online forum. I submitted a question multiple times and I cant as my question keeps getting flagged as spam. Ironically, my first attempt to ask this question (about said spam filter) was also marked as spam.

  VRE Response
  Sorry Andrew, not sure what the issue is, but the developers monitor the forum, so they'll look into it.

• Sandra from Stafford asks
  Over the last several weeks, both conductors on 312 tend to hang out at the north end of the train with both vestibule doors open all throughout the trip chatting with passengers. While I understand the conductors and passenger chatting (I do it with conductors myself) but with the hot weather approaching can't these conversations be done with doors closed. Also, I have noticed this on several trains, the conductors tend the congregate at one place on the train while in movement and then when we are approaching a station, they go running to their spots and in doing so run over passengers stating that they "conductor needs to get through".

  VRE Response
  Good points Sandra, thank you for the feedback.  Gerald will share this with the crews.

• Hermione Granger from Manssassas, VA asks
  From your Amtrak step up page: "For a list of our multi-fare tickets that may be used on Amtrak trains, please visit our ticket information page. NOTE: SINGLE FARE TICKETS MAY NOT BE USED WITH A STEP-UP TICKET TO BOARD ANY AMTRAK TRAINS." The link on that page doesn't provide any information to help a rider understand what a SINGLE-FARE ticket is and is not. Is that just a one-way ticket and all other tickets are OK? Why?

  VRE Response
   

  The statement should read Single Ride, not Single Fare.  The agreement with Amtrak for the Step-Up tickets is to provide additional options for VRE commuters to get to work, and precludes single trip and day pass riders.

• Marc from Leeland Station asks
  After talking with one of your members at the Enfant meet the management, the tree limb was cut at the Leeland station entrance. So I just wanted to say thank you.

  VRE Response
  You're welcome...and thanks for letting us know about the issue.

• Steve from Dumfries asks
  Last Thursday with the downed trees issues, why was the decision made to hold the train at Alexandria instead of Crystal City? With the Metro repairs, Alexandra offered few options for riders who may wanted an alternate way home. Crystal City would have given riders access to the Metro, and multiple Omniride buses at the Pentagon.

  VRE Response
  Great question Steve.  Our trains were moved to locations where we could give passengers more options and where we would not be blocking the entire railroad.

  Since Alexandria has two tracks adjacent to platforms, we could hold a train on one and allow Manassas Line trains to utilize the other.  With only one track available at Crystal City, we could not stay at the station. 

• New Rider from Springfield, VA asks
  I am recent rider having just taken my 2nd ride this morning! I use the Manassas Northbound line to get into Arlington/DC. Are there any plans to add (even one more) train to the schedules during the morning and afternoon hours? Or any plans to add even one or two weekend trains? I think you'd continue to see ridership soar with more frequent weekday trains and even a few options over the weekends.

  VRE Response
  We are unable to increase capacity. We are currently limited to the storage space in our yards and are unable to add any more equipment to our service. Also, there are no plans to add weekend service. Our contract with our host railroads does not allow us to operate on the weekends.

• Fare Increase from asks
  When will the far increase take place? Are the new prices posted? If so please provide the link.

  VRE Response
  The new fares take place on July 1st. New ticket prices can be found on our website at: https://www.vre.org/vre/assets/File/FY%202020%20Fare%20Chart.pdf.

• Dave from Fred Line asks
  With all of the delays mounting can you please considering starting the 300 and 302 trains earlier each morning? That way if the trains are late it will have less of an impact on riders schedules.

  VRE Response
  Unfortunately, we cannot begin our service earlier. Our contract with CSX only allows us to operate trains within a certain window of time.

• Bob from Manassas, Virginia asks
  I am not happy with all the delays, but I recognize that some of those are beyond VRE control. But communication is well within VRE control. Yesterday I sat on Train 331 for 30 minutes before a conductor finally got on the PA system to explain why the train was not moving. UNSAT, especially when you said last month you were going to do a better job communicating.

  VRE Response
  Thanks Bob, yesterday's situation was a challenge.  There are three crew members on the train and our understanding is one was with the passenger, one was coordinating with EMS, and one was coordinating with the railroads and our communications group to accommodate the transfer of everyone to the next train.  That is not an excuse, just an explanation. Clearly we have a responsibility to keep passengers onboard the train updated, but as someone else noted earlier, the onboard communications was not as timely as it should have been.  We still want conductors making announcements at a minimum interval of 10 minutes during delays, and more frequently if additional information becomes available.

• Bruce from Burke VA asks
  Good day Recently the Burke pool near the VRE station opened and a large number of cars are parking in the turning lane. This makes it very difficult to see oncoming cars when exiting the station as you have to pull out into the intersection to see around them. Can anything be done to keep the cars from parking in the turning lane? Thanks

  VRE Response
  Thanks Bruce, we'll take a look and see if we can do something in conjunction with the local authorities.

• Tim from FBG asks
  A lot of the recent delays on the FBG Line seem to be traffic related...even as recently as this morning's disabled freight train...is it just me or does it appear the third rail project just stopped before being completed?

  VRE Response
  The current third track project is to add the third track between Arkendale (just north of Brooke) to North Possum Point (just north of Quantico).  The remaining section to be completed which goes through the Quantico station will be completed in conjunction with the new station at Quantico next year.

• Capacity from Both Lines asks
  With Amazon jobs coming to Crystal City in the near future what is VRE's plan with the anticipated increase of riders? Will VRE be purchasing new trains/cars for both lines? Or will VRE just add additional cars? With 25K jobs heading this way there will be an impact. Oh, and Amazon can also increase those to jobs to 38,750 in the future as well.

  VRE Response
  We are currently working on projects to expand our maintenance and storage facilities to accommodate additional cars, and are working on a procurement to purchase additional cars.

• Pam from Spotsy asks
  First, I have compassion for people who need to use service animals, but I don't believe these animals should be afforded their own seat. I've addressed this issue many times and I might as well save my breath. The fact of the matter is, you have a passenger who gets on and off at Brooke and for whatever reason, he is allowed to keep his poodle on the adjacent seat. I realized that the animal needs to be in close proximity to him, but couldn't it be accomplished by having the animal on his lap or floor? Must the dog take up an entire seat?

  VRE Response
  Thank you for the feedback Pam.  We will ask the conductors to address this.  This morning we saw this specific gentleman with his service dog on his lap because of the crowding due to 300 utilizing track 3 for boarding at Brooke.  

• Obi-Wan from Kingstowne,VA asks
  After experiencing the Metro summer shutdown disaster, please do not let VRE become like Metro. Continue to hold your employees, contractors, and your customer behavior on the VRE to a high standard. And "thank you," to VRE for providing a quality commuting service.

  VRE Response
  Thanks Obi-Wan for the comments.

• Pam from Fredericksburg asks
  My question is why it's permissible for the conductors to allow the same people to ride from Crystal City to LEnfant in the vestibule?

  VRE Response
  Passengers should not be riding in the vestibules between Crystal City and L'Enfant.  If you have specific train information, please send it to us at gotrains@vre.org.

• Willie from Richmond Va asks
  Has the contract with Keolis been extended beyond 2020?

  VRE Response
  We just received Authorization from our Operations Board to exercise the 5th year of the first five year option period, which extends Keolis through June of 2020.

• Justin from Gainesville asks
  Can you describe what it means when there is "late arriving equipment"? Is this just a catch-all phrase? I've been riding for a few years now and used to sing the VRE's praises. Not at all anymore. Be better...

  VRE Response
  On the Manassas Line, we have several trains which "turn" and make an additional trip.  For example, the first morning train out of Broad Run "turns" at Union Station and returns to Broad Run to then operate as our final northbound train 332.  When we refer to "late arriving equipment", it means the train coming back from Union Station picked up a delay and did not arrive at Broad Run in time for an on time departure for 332.

  You may see us refer to a "turn" train.  That would be the train making the reverse flow trip to make another run.  Our trains don't actually "turn", the engineer simply switches ends and controls the movement from the other end.  Engineers are in the locomotive for southbound trips, and they control the movement from the northern most car, the Cab Control car, for northbound moves.  

• Evan from Manassas, VA asks
  OTP has been consistently bad over the past few months. From PTC to weather to equipment problems to other sometimes odd delays. What is VRE doing to improve this all around to get back to good?

  VRE Response
  Thanks for the question Evan.  You are right, OTP has been unacceptably low for the past few months.  Initially, the challenges we faced with the rollout of PTC had a major impact on the ability to meet our schedule.

  Working with our host railroads, contractors, and the nationwide PTC system developers we have been able to address the major issues and continue to work on minor issues which may affect individual trains.

  In the past two weeks, we have only seen 7 individual PTC issues affecting OTP.  There were an additional 4 trains affected by cascading delays because of those issues.  So, out of 132 late trains in the last two weeks of May, only 11 were attributable to PTC.

  As you mentioned, we have had several major weather events, speed restrictions due to high temperatures, signal issues, some challenges with single tracking into the Amtrak tunnel, as well as freight train and Amtrak train interference.  We have always faced some challenges in each of those categories, but rarely have they all hit us at the same time, especially on the heels of a major system rollout like PTC.

  We are confidently optimistic that we will see much better performance in June.  We appreciate everyone's patience.  We understand the frustration and will continue working to make sure the reliability returns to our traditionally high level.

• Connie from Dumfries asks
  Due to the Metro issue I've noticed crowding on trains. 1. Will VRE add cars to trains to help with crowding? 2. Is there a reason why there have been trains each week with mechanical issues? 3. Will VRE consider if the Express train is 30 mins late the limited station pickups is removed and all stops will go in affect? They are already late so why not remove the express station pickup to stopping at all stations? Thank you

  VRE Response
  Thanks for the questions Connie.

  1. We do not have extra cars or the ability to store those cars to add capacity.

  2. We have not had any mechanical issues in the past few weeks which have resulted in delays.  If you are referring to the equipment issues which may be stated in our communications, equipment generally refers to onboard equipment like the new Positive Train Control System. We use the term equipment simply because it is based on an initial report, and until the true root cause can be determined, we will keep the statements generic.

  3. Train 300, which operates as a limited stop train, is scheduled in such a way to make sure it gets further out on the railroad to allow other trains to follow on a closer schedule.  The need to get that separation still exists even when the train is delayed, just to help keep the entire network flowing.  If we are able to get another train around 300, then all trains would make all stops.

• Chris from Manassas , Virginia asks
  I was on a train delayed for more than an hour. I sent a FRC request email and never received any FRC. Why not?

  VRE Response
  Send your address to gotrains@vre.org and we will mail an FRC to you. 

• Jessica from Arlington, VA asks
  What can be done about overcrowding on the VRE? Since the past week and metro shutdown the trains have been extremely busy and delayed. 8-9 months pregnant women are forced to stand around without seats while others just stare and sit down.

  VRE Response
  We have seen some crowding on the later morning trains from Alexandria north.  If you board and are unable to find a seat and need assistance, please see a conductor.

• Lyla Munro from Manassas, VA asks
  On a train with a medical emergency where we are getting late, incomplete, contradictory, and mutually exclusive information about what is going on and what our options are. Why is it such a problem for VRE to update passengers?

  VRE Response
  Thanks for the question Lyla.  On train 331 yesterday with the medical emergency, since we needed to allow EMS to assist the passenger, we transferred everyone to the next train through (333), and that train operated around 331.  It was a fluid situation and we had to get a lot of different groups coordinated to make it happen.  We shared the information as quickly as we could, and are sorry if you feel the information was incomplete.

• Tammy from Rolling Rd asks
  Do you yet have an idea of how much VRE ridership has increased with the METRO shutdown?

  VRE Response
  We have seen an increase in ridership south of Alexandria, and those numbers would be included in our daily ridership summary.  We have seen even more new riders boarding at Alexandria, and we do not currently have a means of calculating those increases. 

  It would be difficult to give you an accurate number or percentage increase overall, but ridership is definitely up.

Good Afternoon and welcome to the June issue of the Online Forum.  Joining us in Studio today are Paul and Gerald from Keolis, Kim from Amtrak, and Brian from CSX.

Many of the questions already submitted are related to the continued On Time Performance issues VRE has been facing.  We have answered a few of those questions with specifics about Positive Train Control (PTC) as well as other contributing factors like weather, heat, freight and Amtrak interference, and most recently medical emergencies.

We recognize the OTP is still at an unacceptable level working to manage the aspects under our control to have a meaningful impact.  While we have seen glimpses of success in returning to prior levels, we have been challenged to string together a week or even a few days without some other issue arising.  We understand everyone’s frustration and concerns and will continue to work to get OTP back to where it should be.

The Metro Platform Improvement Project has brought quite a few new riders to the system.  We appreciate the patience and understanding of our veteran riders as they have assisted in helping familiarize the new passengers with the VRE operation.