SMART Help: Customer Service

SMART Customer Service Center: For questions about schedules, routes, lost items left on the train, or other issues contact the SMART Customer Service Center at 511 or (415) 455-2000 (outside the Bay Area), 7 a.m. to 6 p.m. weekdays, except holidays. SMART Customer Service may also be reached via email: CustomerService@SonomaMarinTrain.org.

 

Lost and Found: To register your lost item into the SMART Lost and Found log, please call the SMART Customer Service Center and provide as much detail as possible, such as day and time of travel, train number, direction of travel, and a description of the lost item.

If calling after hours, please leave a detailed message regarding the lost item and you will receive a call back when our Customer Service Center reopens. If your item is received in the Customer Service Center, you will be contacted to retrieve your item.

SMART is not responsible for personal property left on the platform waiting areas, or on the train. Personal items must not be left unattended in these locations. Unattended items are subject to disposal. Property that has not been disposed of and for which retrieval has been arranged will be held for 14 days.

 

Fare Refunds: Fares on SMART are non-refundable. However, in certain extenuating circumstances, the customer can request a refund review. For fares purchased using Clipper®, the Clipper customer service team must be contacted directly at: (877) 878-8883 for determination. If you have a remaining balance on your Clipper card, you may receive a refund by contacting Clipper at www.Clippercard.com

For fares purchased through the SMART App, complete the SMART Refund Request Form and submit it to SMART by mail, fax, or email. 

SMART does not offer refunds on the 31-Day Pass or Eco-Pass.