Riders' Corner

Welcome to Riders' Corner, our new online feature that addresses some of the most frequently asked questions from SMART passengers. If you have a question for us, email us at RidersCorner@SonomaMarinTrain.org. See you onboard!

 

Q: I have a SMART 31-Day Pass or Eco-Pass. Why do I not receive transfer discounts when connect to SMART?

SMART pass holder do not receive transfer discounts when connecting to SMART because they receive unlimited rides with their passes. Riders with a SMART pass only receive transfer discounts when connecting to one of our transit partners from SMART.

Q: How do I connect to Wi-Fi on the train?

Follow these three easy steps:

1. Connect to the “SMART-WiFi” public network.
2. Open a web browser and
         enter SMARTWiFi.com in the address bar.
3. Review and accept the terms and conditions 
         and connect to the internet.
If you experience problems connecting, please call (888) 720-8880 or email SMARTsupport@thegbsgroup.us.

 

Q: I connected to the internet at the train station. Why do I loose my internet connection when I board the train?

Internet access at SMART stations is covered by a different network provider. You will need to connect to “SMART-WiFi” when onboard trains.

 

Q: Will the schedule be adjusted to include more train runs during evenings, weekends, or the commute?

As we learn more about our ridership and increase our operations staff, we will be looking into making adjustments to best serve our riders. If you have feedback on our schedule, including times you would like to see service, contact us at info@SonomaMarinTrain.org.

 

Q: Do SMART Eco-Pass and 31-Day Pass holders receive transfer credits with partnering agencies?

Yes, all pass holders receive transfer discounts with our transit partners including Golden Gate Transit and Ferry, Sonoma County Transit, Main Transit, Santa Rosa CityBus, and Petaluma Transit. If you believe you were not properly credited, please call Clipper customer service at (877) 878-8883. For detailed information on transfer discounts, visit www.clippercard.com/ClipperWeb/smart/fares.do.

 

Q: Where can I purchase a senior Clipper card?

Seniors 65 and older, youth ages 5 to 18 and passengers with disabilities receive a 50 percent discount on SMART fares. Discount Clipper cards for seniors and youth can be purchased at North Bay transit agencies, including our SMART office in Petaluma, located at 5401 Old Redwood Highway, suite 200.  Passengers with disabilities can also apply for their Regional Transit Connection (RTC) cards at SMART’s Petaluma office or other North Bay Transit agencies. For more information on discount Clipper cards visit Clipper’s website at: https://www.clippercard.com/ClipperWeb/discounts/index.do

 

Q: Is there a printable version of the schedule available?

Yes. You can find a printer-friendly train schedule on our website under the “Schedules” tab on the top of the page. Here is a direct link: Printable Schedule

 

Q: How can I make other connections, such as the Sonoma County Airport or Larkspur Ferry?

We’ve compiled an informational page on our website for riders wishing to transfer to different transit agencies. Find your connections here: http://sonomamarintrain.org/transit-connections

 

Q: How do I park my car at the SMART lots?

SMART parking is available at the Sonoma County Airport, Rohnert Park, Petaluma Downtown, Novato San Marin, and Novato Hamilton stations. Parking is paid through the Parkmobile app, which can be accessed through your smartphone. You can also pay for parking by phone by calling 877-727-5718. You will need to provide the specific zone number that is posted on the green Parkmobile signs at the parking lots at the stations listed above. The cost for parking is $2 per day or $20 per month.

More information on Parkmobile and SMART can be found here: SMART- Parkmobile-Info

 

Q: Is my 31-day pass active from the date of purchase?

The 31-day pass will become active the first time you tag on at the platform. From that point, it is good for 31 consecutive days.

 

Q: I have friends visiting from out of town that want to take a trip on SMART. Do they each need to purchase a Clipper card?

In addition to Clipper, SMART passengers can also use our SMART e-Ticket mobile app, which is perfect for visitors who may be riding less frequently. It also allows the user to purchase multiple tickets on a single device. Please note that SMART e-Tickets do not offer transfer credits on other transit agencies.

The SMART e-Ticket app is free and can be downloaded where you purchase apps for your iPhone or Android device. Begin by searching the keywords “Sonoma Marin train”. You will need an email and a credit card to create a profile and buy tickets.

Tickets can be purchased in advance, but do not activate your tickets until you are ready to board.

 

Q: How do I contact SMART’s Customer Service?

Contact SMART’s Customer Service Department by calling (707) 794-3330 or (415) 455-2000 between the hours of 7 a.m. and 6 p.m. You can also email us with customer service questions or comments to: CustomerService@SonomaMarinTrain.org.