January

• Jalina from Fredericksburg, VA asks
  This morning I noticed on NBC 4's scroll of closures and cancellations, VRE was not included. I reached out to them and let them know that service had been cancelled. Not sure if they added VRE to the list, but please let them know so fellow commuters get the word in case they didn't get the alerts.

  VRE Response
  Jalina, thanks for letting us know. The news media generally picks up the information from our social media feeds and Train Talk messages. We'll take a look at our process, but as always, we suggest signing up for our Train Talk messages.

• Cold from Leeland from Leeland station asks
  When is the mask mandate scheduled to end?

  VRE Response
  Cold, the current mask mandate continues through March 18, 2022.  Stay tuned for updates in Train Talk messages.

• Alex from Lorton VA asks
  Are VRE monthly passengers able to use Guaranteed Ride Home for incidents like Monday when the Fredericksburg Line was closed in the afternoon and trains didn't run back home.

  VRE Response
  Alex, please contact us through gotrains@vre.org and we'll assist you with your question.

• Davin from Woodbridge, VA asks
  VRE launched a new version of its mobile app last January but hasn't added any new features since. When will VRE add new features? The TRE in Texas uses a GoPass mobile app with the subway & bus system. This app not only buys tickets, but provides real-time trip planning & service alerts. Would be nice to have those features in the VRE mobile app

  VRE Response
  Thanks for your question Davin. Our app developers continue to work on enhanced features and we'll pass along your suggestions.

• Michael from Fairfax (Burke) asks
  Compliment: Thank you for the many rides and friends made through the years (20 years). I have been pleased with the crews and entire staff of the VRE and have sold the trains as the very best way to commute. I-66 congestion would have made me lose my mind. Thank you for being available -- my commuting is much reduced (COVID), but I am always grateful to ride VRE versus driving into the belly of Beast. Keep strong in 2022!

  VRE Response
  Michael, thank you for riding! We're glad to hear of your positive experience over the years, and we look forward to when you start riding more frequently in the new year.

• ravinder from bristow asks
  why is there such a lack of information at Union Station specifically? Most of the time it's a guessing game as to when and where the train will arrive.

  VRE Response
  We apologize for your frustration. Track assignments are posted once confirmation is received from the train control tower. However, if there is train congestion at Union Station or a switch problem when VRE trains are en route to the platform, that track assignment could change. To ensure riders are on the correct platform and not challenged to switch platforms at the last minute, we may post the track assignment closer to visual train arrival.

• Angela from Woodbridge, VA asks
  Will VRE service be restored before the end of this week, no service after cancellations on 1/3/2022?

  VRE Response
  Angela, thanks for your question. We're in communication with our host railroads and hope to have some level of service for the remaining week. Be sure to check for Train Talk messages or our Social Media for updates.

• Kelly from Fredericksburg, VA asks
  VRE does a fantastic job and the communication is terrific. I wish you would take over managing the Metro system. I do have one question/comment. I ride the Fredericksburg 309, occasionally the 311 train a couple time a week. The conductors are great and a couple are very familiar with some passengers and like to chat it up with them. No problems, until recently, when I've observed these "chat ups" (occurring near me) - the conductors had their masks pulled down below their noses. Perhaps a friendly reminder to the crew about the importance of proper and constant masking might be helpful. Thank you.

  VRE Response
  Thanks Kelly, we'll let our managers know so they can address the issue.

• Chris from Fredericksburg VA asks
  Good morning, I am new to the VRE and was wondering why, if the VRE is closed today, it doesn't say so on my app under train status? It says no trains scheduled but is always says that after hours, shouldn't it comment that it is due to the weather? Also in my app it says that there are no active train talk alerts, how is that if you are closed today? The VRE does such a great job at most things, I am surprised that I had to learn you were close on Fox 5 instead of your app. I am signed up for text alerts but I should be able to open the app and see up to date alerts and not wait for a text. This is a great way to get stuck in DC if outbound trains are cancelled. Also, if you cancel service why do you still show an active train schedule? Shouldn't you remove it or perhaps post in that area of the app that trains are cancelled? Lastly, where is this elusive "S" schedule located on the app? Thank you for your time, and thanks for taking me into DC everyday. You offer a great service that I appreciate.

  VRE Response
  Thanks for your input. We are currently working with our app developer to include the functions you describe, so we should have some of these options in future app releases.  

• from asks
  I appreciate the VRE's email message with explanation and apology for the inconvenience caused by the delays and cancellations due to the snow storm on Monday, January 3. However, I do not understand why the announcements made on the train platform are not more accurate. I arrived at the L'Enfant Plaza VRE platform at approx 1:10 p.m. to catch Train #325 which was scheduled for 1:23 p.m. I heard two announcements concerning the Manassas Southbound train: 1) the first announcement was that it was going to be 65 minutes late. 2) the second announcement stated it would be 25 minutes late. That was it....the same two announcements were heard numerous times and then there was nothing else said about the Manassas Southbound train. After a while all I heard was the delayed announcement for the Fredericksburg train and I wasn't receiving additional info on the Alerts rec'd on my phone....By 3:15 my phone lost its charge and I had no way of knowing what was going to happen. It was not until later that I found out Train #325 was cancelled. If I had know that I could have sought shelter sooner to get warm. The intercom announcement never reported the cancellation of Train #325!!! This is what is disturbing to me. Train #329 finally arrived but to add to the misery of the day, when we finally reached my stop at Manassas Park, the workers who plowed the parking lot plowed piles of snow in front of our parked vehicles. Fortunately after clearing off his car, one of the passengers came to where my car was park to make sure my car was able to drive over the piled snow. There has got to be a better way!

  VRE Response
  We apologize our communications fell short of expectations. It is always our intention to provide updated information in these situations and we'll look into our processes to see how we can improve. We'll also pass along your concerns about the snow removal to our facilities staff.

• Freezing on platform for hours from Fredericksburg Virginia asks
  What is the process for Uber reimbursement after the trains were cancelled?

  VRE Response
  Thanks for your question, all reimbursements are considered on a case by case basis. Please submit your request to gotrains@vre.org and we will consider your request.

• Katharine from Dumfries, VA asks
  Hi! Any updates on the Potomac Shores VRE station under construction? Excited to take it when it's ready! :)

  VRE Response
  Katharine, have a look at New VRE Potomac Shores Stations - vre to see our latest update and a link to the developer.  

• Samnang from Gainesville, VA asks
  GM, I go to work every day by VRE, January 3 - 5, 2022 VRE canceled and I bought monthly ticket. I paid for on month and VRE canceled some days, I can't go to work and I lost money. This month, I lost 3 days due VRE canceled. Can I get reimburse? I ride VRE may years, about 11 years, from Broad run to Crystal City, I am working for GOV, as contractor. Thank you, Samnang

  VRE Response
  Thanks for your question, requests for refunds are considered on a case by case basis. Please send your request to gotrains@vre.org and we'll contact you about your situation.

• Mike from 'Ponax! asks
  As a now-infrequent user of VRE, I am kind of annoyed with the way the new App refuses to remember my username and password. I have gotten in the routine of signing in before I leave the house, so that I can be sure I will have time and a connection to do this, but I don't have a problem with any other apps. Can they fix this please? Or is it only a problem because I only come in a couple times a month? Thanks.

  VRE Response
  Thanks Mike, sorry for the frustration. If you would, please drop us a note at gotrains@vre.org with the email address and mobile number associated with your account and we'll ask our developers at American Eagle to take a look.

• David Denomy from FREDERICKSBURGVA asks
  Is there going to be service tomorrow?

  VRE Response
  While an official announcement won’t be made until later today, CSX has cleared the railroad of many downed trees and work continues. We hope to provide some level of service tomorrow, but be sure to look for official announcements in a Train Talk or on Social Media.

• Sean from Spotsylvania, VA asks
  In Fredericksburg, the parking lots have been greatly improved, it is noticed and certainly appreciated! However, in D Lot, there are several spots on the north side of the lot that back up to the tracks with overgrown trees and shrubs that encroach on the spots. Is it possible to get these trimmed back?

  VRE Response
  Thank you for letting us know. We will notify our facilities staff and take care of these issues.

Good afternoon and welcome to the first On-Line Forum of the New Year. Joining us today in our virtual studio are representatives from Keolis, CSX, Amtrak, and other VRE staff.  As a reminder, questions for the Online Forum may be submitted as early as 6:00 pm the day before the Forum and if you cannot stay with us for the duration, you can check our archive of answered questions at https://www.vre.org/about/online-forum/.

Well, the start of the new year has been very “interesting” to say the least. As you know, we operated an “S” schedule on Monday, January 3^rd in anticipation of the winter storm. As it turned out, the intensity and volume of snow/ice was above the forecasted amounts. We were able to operate service on the Manassas line Monday evening, but CSX closed the railroad south of Alexandria, so we were unable to operate service on the Fredericksburg line Monday evening. Amtrak also experienced switch and signal issues at Washington Union Station resulting in further delays and issues with all train movements.

The CSX line continued to be closed yesterday, January 4^th, as CSX crews continued to remove downed trees, address power outages, and resolve equipment issues. The storm also caused issues with staff, including contracted service providers, as several still do not have power at home and limited ability to commute due to impassible secondary roads and neighborhood streets. VRE cancelled service accordingly.

Crews continue to work so we can provide reliable service coming out of this severe weather event.

Now let’s get to the questions.