April

• TC from Fred asks
  No question - thanks for providing the service for those who need - although I've been teleworking. Please stay safe and healthy. We're all in this together and will get through :)

  VRE Response
  Thanks TC, stay healthy!

• Michael from Spotsy asks
  I can't believe VRE has been able to keep operating during this crisis. There are people who are essential and must have the service, and I'm sure they are grateful that you've continued running the trains, on a reduced schedule that allows proper social distancing. Thanks.

  VRE Response
  Thanks Michael. We are glad we can be there for you.

• Mo from Spotsy asks
  Are the ticket machines being cleaned a lot more now?

  VRE Response
  We already have a process which ensures the ticket vending machines are cleaned daily. At Union Station, which is an Amtrak staffed location, they are able to wipe down the machines even more frequently.

• Andrew from Burke asks
  Are y'all getting fat like I'm getting fat?

  VRE Response
  Not commuting definitely makes it harder to get our steps in.  Usually the walk from our cars across the parking lot, down the platform and then a couple blocks to the office gets us 5,000 steps a day without any extra exercise.

• Gerry from Stafford asks
  Your trains must be super on time. I would imagine just like the roads, there is less trail traffic out there.

  VRE Response
  On Time Performance for the month of March was 94%.  95% on the Manassas Line and 92% on the Fredericksburg Line.

• Dave from Woodbridge, VA asks
  Can y'all do a Zoom online forum? I need social interaction with strangers!

  VRE Response
  Interesting idea, but speaking for some of us, we have faces for radio, best not put us on camera.

• Joe Exotic from OK asks
  can I bring my service animal on board the train?

  VRE Response
  Yes, check out our website at https://www.vre.org/service/policies/.

• Joe from Broad Run asks
  Is there talk of doing a board meeting remotely?

  VRE Response
  Not at this time Joe. All options are being explored. Stay tuned to vre.org and Train Talk alerts for any changes.

• Bernard from Manassas, VA asks
  Is everyone at VRE healthy?

  VRE Response
  So far so good Bernard, thanks for asking.

• Cletus from Deer Creek Falls, Cornwall asks
  With so few people riding, there should be more bandwidth available for Wi-Fi. Why not yet?

  VRE Response
  Bandwidth is the issue we would have if 1,000 people on the train tried using WiFi all at the same time. However, we would first need to have a WiFi system for passenger use on the train. That WiFi system would require high quality cellular coverage which is not currently available in a large part of our system.

• Jeff from Fairfax, VA asks
  Does VRE plan to continue service throughout the coronavirus outbreak?

  VRE Response
  As of now Jeff, yes.  We have no plans to adjust the service level from the current "S" schedule.

• CER from Spotsy asks
  With federal employees mandatory telework and now stay-at-home, do you anticipate reducing 'S' trip even further? Is VRE losing money significantly ("in red") that a fare increase may be needed in near term?

  VRE Response
  Thanks for the question CER,

  We plan to continue operating at the "S" schedule level indefinitely, or until circumstances dictate a change.  There are no current plans for a fare increase.

• Stacy from Stafford asks
  Is VRE planning to relax their refund policy during this COVID-19 crisis? This would be tremendously helpful since many agencies are having to adjust their operational policies (ie., partial to 100% telework) either after the monthly cut off period to cancel/stop your benefit claim or as we are about to enter a new month, which does not give enough time to return tickets for a full refund. For example, We just got confirmation that we will be teleworking through April so I will be returning my April's monthly ticket back to Commuter Direct today. But I can only get a 75% refund since it is after the last day of the previous month. Thank you.

  VRE Response
  Thanks for the question Stacy,

  As mentioned earlier, we have asked CommuterDirect to be as flexible as possible, just try to get the ticket back to them as quickly as you can.

   

• David from Fredericksburg asks
  I have updated to the new iPhone app, and appreciate the ease of use. However, I am now receiving updates on my corporate email, personal email, text, and app. Perhaps a FAQ response is merited that might help us reduce the number of identical messages provided. I really would like to eliminate the redundant emails, but cannot eliminate emails and text, since your announcement of today's discussion was not provided on the app.

  VRE Response
  Contact us at gotrains@vre.org with your phone number and email address and we can assist you in managing your alert messages.

• Mikayla from Bristow Virginia asks
  Is there a way to be refunded for the 31 day ticket we bought on VRE mobile for March? I have tried contacting you before but never received a response. It's a very expensive ticket and I did not get full use out of it. A lot of us didn't.

  VRE Response
  Contact us at gotrains@vre.org and we can assist.

• Becky from Manassas asks
  Thank you and your crews for wiping down the cars. It is needed so much during these times. Also so glad you are running the S schedules. We will get through this if we all work together

  VRE Response
  Thanks Becky, we are all just trying to do our part. Glad we are able to continue to provide the service.  Stay safe, and healthy.

• Lynn from VA asks
  Why did we get such short notice for the return of April tickets? I was notified via email in the afternoon of the 31st that the ticket needed to be postmarked by the 31st-there was no humanly way possible to get to the post office (is it even open?) to get this sent back certified or priority before the end of the day. Even ONE extra day would have helped. I understand things are moving fast due to COVID-19, but less than a day- not even 3 hours- was a bit much.

  VRE Response
  Hi Lynn, We did send a Train Talk alert on March 26th.  The latest email you probably received was from CommuterDirect if you receive your tickets through the mail.  While refunds for tickets purchased through the mail must go through CommuterDirect, we have committed to working with them and have asked them to be as flexible as possible if tickets don't make it back to them by today. Those tickets are pre-printed and mailed to get them to you before the 1st, while the funding is not provided to the accounts until today - if you receive SmartBenefits. In most cases, they do not know whether the benefit accounts will be funded in time to give more advance notice.

• Dave from Woodbridge, Va asks
  How much has ridership dropped since the expanded telework went into effect?

  VRE Response
  Currently we are only carrying 350-500 riders per day (700-1,000 total daily rides) on our reduced "S" schedule.  On a full schedule, normal operation we would generally carry 9,000 - 10,000 riders (18,000 - 20,000 total daily rides).  Those who are still riding have the opportunity to practice social distancing even on the trains with the low ridership numbers.  We are happy to be able to continue to provide the service for those essential workers who need to get to their jobs.

• Bowser from Fairfax, VA asks
  Will the VRE employees be wearing proper face masks and gloves to protect themselves and customers?

  VRE Response
  Train crew members have been asked to limit interactions with passengers and to stay in the vestibule as much as possible.  As of now, in accordance with CDC guidelines:

  If you are NOT sick: You do not need to wear a facemask unless you are caring for someone who is sick (and they are not able to wear a facemask). Face masks may be in short supply and they should be saved for caregivers.

• Mike from Spotsy asks
  Is VRE going to extend the expiration of tickets, especially Step-ups and FRCs?

  VRE Response
  Since tickets expire one year from the purchase date until validated, this should not be an issue for most.  As with refunds, we will handle this on a case by case basis depending on the individual circumstances.  Please contact us at gotrains@vre.org or by phone at 703-684-1001 for assistance.

• R.S. from Rippon asks
  Will VRE be considering refunding monthly tickets for March considering the pandemic and mandatory WFH orders from some agencies? I've only been able to ride 2 days earlier in the month and never was able to have my call actually answered when I tried to discuss with someone?

  VRE Response
  Thanks for asking R.S.  Any refund request is handled on a case by case basis.  Some tickets which were purchased using employer provided transit benefits may not be refunded to the individual rider, while some passengers have split the cost between benefit dollars and their personal funds. Contact us at GoTrains@vre.org, or call us at 703-684-1001 to discuss.

  April tickets which were pre-purchased, generally through CommuterDirect must be returned to CommuterDirect for a refund.  For SmartBenefits recipients, it is important to pause your account with CommuterDirect.  If your agency or employer does not fund the benefits for April or May, CommuterDirect will automatically charge the personal credit card on the account. Please contact CommuterDirect for assistance with your account at 703-228-RIDE (7433).

  If you receive your tickets through VRE Mobile, and you had a 31 day pass, we can simply replace the validated pass with an unvalidated pass which can be held until your work schedule returns to normal.

Welcome to the April 2020 edition of the Online Forum.  We hope everyone is safe and healthy, and you are all practicing proper social distancing in accordance with the Governor’s recent order and the guidelines set out by the CDC and the Virginia Department of Health. We too are practicing social distancing and conducting this forum via remote work environments.

Let’s get on to the questions!