November

• Lenfant from Manassas asks
  The scooter gets off at the LeNFANT station and speeds down the handicap ramp. Not acceptable

  VRE Response
  Thanks, we'll ask the conductors to address this with the individual.

• Anne from Manassas asks
  Would you please post a zone map that is easily found on your website? When you talk about zones I can't seem to fine the page that defines those areas. Thank you

  VRE Response
  Here you go:

  VRE Full Fare Chart - vre

• Marty from Falmouth VA asks
  Leland needs : Lighting upgrades on platform & especially on stairs Shelters/wind blocks on platform Repair to stairway - water gathers/freezes on bottom step landing Will any repairs/upgrades be forthcoming New ramp reconstruction is lopsided and bows in middle

  VRE Response
  We have shared your comments with our Facilities Manager.

• Brendan from Stafford VA asks
  Just wondering when the Smart Benefits issue would be completed...and how do you clear out credits from the previous month.... my SB was not authorized until October 17 last month...so the monthly pass I bought to allocate the money given to me by the government now does not expire until November 17...but that was from Leeland to Lorton (8to4) because stops 1,2&3 were free in October. Now I need to purchase Stops 8-1 and my Smart Benefits are not accepted again this month.

  VRE Response
  We just heard from American Eagle that the fix has been pushed to the app, so you should be good now.

• Pamela from Stafford, VA asks
  Is there still a one day grace period for monthly ticket holders? I ask this question because yesterday, November 1st, I had on display my October monthly ticket and had to go a round with a Conductor regarding it's validity.

  VRE Response
  Pamela, we do still offer a grace period on the first service day of the month for monthly paper ticket holders.  We'll ask our partners at Keolis to remind the crews.

• Kristine from Alexandria VA asks
  Hello VRE. Will service from Franconia to L'Enfant plaza remain free in November to align with the blue/yellow line bridge closing until 2023? Thank you for responding.

  VRE Response
  We have extended the fare free portion until the Blue Line reopens and will adjust our pricing thereafter for trips between Zones 1 and 3 while the Yellow Line is closed.  Stay tuned to vre.org  and Train Talk for more information.

• Davin from Woodbridge, VA asks
  Why is their frequent train congestion at Union Station causing delays to VRE trains

  VRE Response
  Amtrak is working on the multiple causes of the congestion to help improve the ability to get all trains in and out of the terminal smoothly.

• Davin from Woodbridge, VA asks
  Was CSX doing track work recently? I see the fence between the tracks at Woodbridge was removed and hasn't been put back in. Also, in som places track ties lay besides the tracks

  VRE Response
  Yes Davin, it is part of a tie replacement effort through the area.  The intertrack fence will be replaced once the tie work is complete.

• Naomi from Lorton asks
  Will VRE extend free services while Franconia metro is closed? Are there any shuttles directly into DC near any VRE (Fred) stations?

  VRE Response
  The free fare offering for Zones 1-3 has been extended until the Blue Line resumes service, currently expected November 5th.

• Sam from Manassas Park, VA asks
  Hi- Can something be done at the VRE stops about folks riding electric scooters? (Not the scooters for those with limited mobility) The scooter riders zoom up the handicap ramp & then along the platform to get to their preferred spot. It's dangerous for everyone. The scooter driver could hit some one from behind or be knocked over/knock over someone else as they zip by on the platform. I've also seen bike riders do the same thing. Thanks

  VRE Response
  Thanks Sam, like bicycles, no scooters should be ridden on the platforms.  We can make announcements, so if there are specific stations/trains, please let us know at gotrains@vre.org.

• MC from Manassas, VA asks
  Hi- I submitted a Lost & Found form over a week & a half ago. No response. I've called the office twice and been on hold (no on ever picked up, I was always the first in the queue), once for 8.5 min and the second time for 13 min. No one ever picked up. Why have the form if it's never responded to and why have a phone line when no one ever picks up?

  VRE Response
  MC, sorry to hear you're having trouble reaching us.  If you would, send us an email at gotrains@vre.org with Online Forum in the subject line and your contact information we'll make sure someone get in touch with you right away.

• David from Manassas asks
  From Alexandria past Crystal City there are stacks of new railway ties which indicate major replacement work is going to be happening soon. How is this going to affect the VRE schedule?

  VRE Response
  The effort to replace ties on the CSX line is already underway.  The work is being done outside of our hours of operation, so the only affect may be temporary speed restrictions in the area,  We do not expect any major delays as a result of this work.

• Nisha from Woodbridge, VA asks
  Is there plans to expand the VRE line?

  VRE Response
  No current plans to expand beyond Broad Run and Spotsylvania, but we have a lot of projects underway in the current territory. Visit our Projects page for more info.

• Chris from Burke VA asks
  Why aren't all the overhead lights on in the Burke Parking Structure? When I arrive for my early commute only half of the lights are working. It's really creepy dark in the mornings!

  VRE Response
  Thanks Chris, we'll have our Facilities Manager work with Fairfax County to get the lighting issue resolved.

• Z from Manassas Park VA asks
  Good morning, I'have been riding the VRE for 10 years and and the conductors and your customer service representative specialty Anna Lee have always been kind and helpful. My question is how come we experiencing the same issue wit the smart benefits once again this month. I thought that the issue was resolved. Thank you

  VRE Response
  Thank you for the nice comments about our staff, we'll share with everyone.  We just heard back from American Eagle and they have resolved the issue and are pushing the fix to the app before noon today, so it should be fixed before the afternoon service.

• Janet from Spotsylvania, Virginia asks
  At Crystal City there is a lack of lighting past the platform area. Is there any intention of getting lighting to the Main Street while the construction is underway? It is not safe,.

  VRE Response
  Janet, we'll ask our Facilities Manager to see if there is something we can do as an interim fix until the construction is completed adjacent to our station.

• Scotty from Burke VA asks
  Any progress on improving SmartBenefits connection to VRE Mobile? Some of us are still having the same problem this month as October where WMATA sent the allocation but it's not showing up in the app. Thanks.

  VRE Response
  Thanks for the question Scotty.  There was an issue last month when importing the list from WMATA and associating the the October benefits with users accounts in VRE Mobile.  The developer, American Eagle, investigated and made changes to the process which they believed would correct the issue this month.  They are working on it again and should have a permanent fix in place shortly.  In the meantime, the conductors are aware of the issue, so just let them know if you are still experiencing challenges using the benefits wallet.  We are very sorry for the continued inconvenience.

Good afternoon and welcome to the November edition of the Online Forum.  Today we have representatives from VRE, Keolis, Amtrak, and CSX to answer your questions. Things have remained busy for VRE as support for the Metro Blue and Yellow Line shutdown with free rides within Zones 1, 2, and 3 was extended into this first week of November. Now, let’s get to the questions.