Last week in the Fredericksburg Free Lance-Star newspaper, Steve Dunham of Spotsylvania County and Chair of the Virginia Association of Railway Patrons, wrote an article (Metro's New SmartBenefits Proves Awkward for VRE Riders, March 30, 2008) about WMATA's change to paperless commuter benefits causing headaches for VRE riders. This is true enough and is also applicable to MARC riders as well.
We discussed the issue last month (VRE and MARC Riders Your SmartBenefits Solution Is Here, March 2, 2008), but obviously more information needs to get out there. In his article Mr. Dunham points out that WMATA is asking employers who provide commuter benefits to switch to the electronic SmartBenefits rather than provide paper Metrocheks. Since SmartBenefits can can only be used on SmarTrip Cards this presents problems for transit riders who ride systems like VRE and MARC that don't take SmarTrip Cards. Unlike Metrocheks which could be exchanged for VRE and MARC tickets at many places throughout the region, there was no way for persons to use SmarTrip Cards to pay for paper fares. The Borg like ("you will be assimilated - resistance is futile") WMATA mentality wasn't going to make this simple for commuter train riders.
Give VRE credit. They saw the looming issue last year and worked towards a quick and easy solution by contacting us about using our CommuterDirect.com system to develop a work around for their customers - many of whom receive Metrocheks and were going to be facing this problem. (Note - We've always been in awe of the customer service orientation of the folks at VRE. Nobody does it better.)
The solution developed is for VRE and MARC customers to go to CommuterDirect.com's SmartBenefits and sign up to use their benefits and get tickets at a Commuter Store or via the mail on CommuterDirect.com. Steve said he signed up to use his benefits at the Crystal City store and it has worked well. However he also says that "SmartBenefits is an awkward system for VRE riders, especially if you don't work in Arlington." A few notes. It seems that Steve may have tried this system prior to it being truly simplified. When the solution was rolled out in November customers had to go to WMATA's web site, find their benefit, designate its use and then go to the CommuterDirect.com system and sign up to use it. Very recently, CommuterDirect.com developed a one-stop solution. Users don't have to go to the WMATA site at all anymore. And for people who aren't accessible to one of Arlington's Commuter Stores, CommuterDirect.com will mail your ticket to your work or home address. And if you are worried by the U.S. Mail as Steve seems to be, then simply select a more secure and reliable shipping method. CommuterDirect.com does more than $8 million a year in ticket sales and rarely loses a ticket. We're very confident that if you sign up you'll get your tickets before the first of each month.
So for VRE and MARC riders don't sweat the looming SmartBenefits conversion. Resistance isn't futile. SmartBenefits made easy can be found at CommuterDirect.com.
Chris Hamilton is the Commuter Services Chief for Arlington County, manager of CommuterPageBlog and a Metro/biking commuter from Rosemont in Alexandria.
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