February

• Scott from FFX asks
  When purchasing a VRE product (from my home, on a weekend) the VRE Mobile App demands that the customer allow "LOCATION PERMISSION REQUIRED", and "TO TAKE PICTURES AND RECORD VIDEO". At the Point Of Sale, VRE demands that these Permissions be turned on, or the ticket purchase cannot go through. Why does VRE demand camera access and location data when I am not at a VRE facility? This must be described in the Privacy Policy.

  VRE Response
  Thanks for the questions Scott.  The camera is required during the fare inspection process only.  When you display your ticket to the conductor, the camera will activate so the background of the ticket is actually the live environment.  This is a security measure similar to the animated tickets and touch responsiveness in the old system.  We are not actually recording or capturing anything, just allowing the app to activate the camera for inspection.

  There is an issue with the link to the Privacy Policy, we have someone working on it now.  If you want to send your contact information in to Gotrains@vre.org, we'll let you know once it's resolved and we can address any other questions you may have.

   

• Davin from Woodbridge asks
  VRE's new mobile app is missing 2 features the old app had - ticket purchase history and the ability to pay via Apple Pay and Google Pay. You should add those back in also. Also, when will new features be added in Phase 2? I would like to the train status , parking ability and other trip tools built in, not linked to your website. Chicago's Metra also replaced it' s ticketing app with a new app and one of the new features it has real time travel/departure information. The purpose of app is to make it easy to access information online without a visiting a website.

  VRE Response
  Thanks Davin, all great questions.  In Phase 1 of this deployment we were under some time constraints because the old app would no longer be available, so we launched with the basic functionality.  We are currently working to complete the web portal, and adding back the wallet payments like PayPal, Google Pay, Apple Pay...etc.  Phase 2 will include the Trip tools and our developer knows we want that functionality in the app as opposed to just deep links to the website.  Cindy will reach out to all the beta testers once the functionality is ready to be added in.

  Thanks again for your support and feedback on this effort. 

• Carmen from Colonial Beach, VA asks
  Why do have to request to be reimburse payment, when the VRE decides to cancel service?

  VRE Response
  Thank you for writing in Carmen.  We handle any requests for refunds or ticket exchanges on an individual basis.  For assistance, just give us a call at 703-684-1001 or email us at gotrains@vre.org and we'll be happy to assist.

   

• Linda from Manassas, VA asks
  When there is a directive to return to work after teleworking, as the antidote (vaccine for COVID) is being administered. There will be some who will not choose to get the antidote, will there be any regulations on this a VRE rider? I've asked my employer about this in the same way, they could not respond. I know that in the past flu shots were voluntary. But COVID just happens to be more serious. I would expect that we all may have to wear a mask, regardless of the availability of the antidote for some time. And too how will the seating be on VRE trains after the vaccine ? Thank you.

  VRE Response
  This is a great question Linda. Unfortunately, we do not have a definitive answer for you now on your policy question. We will surely keep all of our riders informed of any policy changes - similar to what you have seen from VRE since the start of the pandemic. 

   

   

• William from Fredericksburg, VA asks
  The new displays and audio system at ALX has recently had the volume turned up too loud. If I'm under the roof on track 3 it actually hurts my ears. I've asked the Amtrak staff and they agree it has gotten much louder but just shrug and say nothing can be done.

  VRE Response
  Thanks William, we'll have someone check it out and adjust the volume as necessary.  For other concerns which may need a quicker response, drop us a note at gotrains@vre.org.  

   

   

• Pamela from Woodbridge asks
  Why dont the conductors enforce the "don't sit in this seat" rule?

  VRE Response
  We know there are instances of family members riding together so you may see some people sitting next to one another.  This cannot, however, impact the ability of everyone else in the car to socially distance.  If you see something other than a situation as described, please let the conductor know.

   

   

• Robbin from Spotsy asks
  You state the trains are cleaned regularly, but the same stain has been on the third seat from the rear in car V837 for over a month! How gross, now I'm questioning if the trains are really cleaned and I no longer feel as safe as I did before.

  VRE Response
  Thanks for the question Robbin.  We had the mechanical crews check V837 this morning. They found a rust mark on the floor heater if this is what you are referencing. Unfortunately, stainless steel cleaner did not remove the rust.

  Every passenger car is cleaned between the morning and afternoon service at our midday storage facility and then cleaned and sanitized at the end of the evening service to be prepared for the next day.  For more information on our cleaning process, please check out https://www.vre.org/about/blog/enhanced-cleaning-procedures/

   

Good afternoon and welcome to the February 2021 edition of the Online Forum.  We have the regular group with us today in the virtual studio including representatives from Keolis, Amtrak and CSX.

Let’s get on to the questions!