Customer Service

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Employment

Employment

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Doing Business With SunRail

Doing Business With SunRail

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Tickets, SunCards & Fares

Can I board the train Without a ticket?

All passengers must have in their possession a SunCard loaded with the appropriate fare product or a valid one-way or round-trip paper ticket prior to boarding the train. Passengers will be directed to exit the train if proper fare is not paid and tickets are not validated prior to boarding. Passengers must scan their SunCard or paper ticket at one of three ticket validators located on each station platform, as well as after exiting the train at their final destination.


How do SunCard passes work?

SunRail offers passes that give you the freedom to ride the train as often as you want for 7 consecutive calendar days, 30 consecutive calendar days, or 365 consecutive calendar days from when you first tap on at one of our validators to board the train. Because we currently do not operate on weekends, those days are not factored into the price of any of our pass products. For passengers who ride SunRail 4-5 days a week, these plans provide for a significant savings over daily tickets. Fares for passes are based on how many zones (counties) you travel through.


What is the prepaid value option on a SunCard?

Prepaid value is a fare option for the less frequent SunRail passenger who still wants the benefits of a SunCard. Prepaid value allows you to place a dollar amount on to your SunCard where your fare is deducted based on the distance you travel each time you board the train. When using prepaid value, each trip is counted as a one-way trip. Passengers who use prepaid value receive a 10% bonus each time funds are loaded on to their SunCard. You also have the convenience of not having to stop at a ticket vending machine each time you arrive at a SunRail station, simply tap on at the ticket validator unit and you’re ready to board the train!


What happens if I don’t “Tap On or Tap Off”?

Tapping on and tapping off is a very important part of the SunRail fare system. It allows for charging the correct amount for fares, while monitoring passenger volumes. The Florida Department of Transportation monitors SunCard activity to ensure SunRail passengers have valid fare. Our Fare Policy requires that all passengers tap on prior to boarding the train and tap off at their destination station platform. If a passenger fails to follow these procedures, their SunCard is no longer valid and the Florida Department of Transportation will hotlist the SunCard. The conductor is responsible for inspecting fares on board the train, and if it is determined that a SunCard has been hotlisted or the holder has not tapped on, then he/she will have the passenger exit the train for not having paid a valid fare.


Does SunRail have all-day passes?

We currently do not have single day passes that allow for multiple stops. Our round-trip tickets allow for traveling from one destination to another, and then returning to your original boarding station, with fares based on the number of counties traveled.


What discounts are available and how do I qualify?

Riders over age 65, between the ages of 7-18, and those with disabilities as certified by LYNX or Votran or with a valid Medicare card, can purchase Single-Day tickets, Travel Plans and Prepaid Value for 50% off. Before you purchase this type of discounted fare, please be aware that you must show a government issued valid ID if and when requested by the conductor on board the train. Persons who are visually impaired may also self-certify for the discounted fare if they have an ID card issued by the Department of Blind Services.


Can I get refund on my unused ticket?

One-way and round-trip tickets are only valid on the day of purchase. Due to fare policy regulations, we are unable to provide refunds for these purchases.


What do I do if I lose or damage my SunCard?

In order to replace your SunCard, your card must be registered in our SunRail account management system to qualify for balance protection. You can purchase a replacement SunCard for $5.00 online through your account, or at any Ticket Vending Machine located at all SunRail stations. When purchasing a replacement card at a Ticket Vending Machine, select the option to purchase a SunCard with Prepaid Value, however, your prepaid value amount will equal $0. Once you have received the new SunCard, please contact our Customer Service Center to have your funds transferred.
** Florida Hospital employees who are enrolled in the Commuter Benefits Program through Connect Your Care must contact Connect Your Care at 877-292-4040 for SunCard replacement procedures. **


What are the fares for children?

Children ages 6 years and under are able to ride SunRail free with a paying adult (however, there’s a limit of three children for each adult). Students, ages 7-18, qualify for a 50% discounted fare for one-way, and round trip daily tickets, as well as weekly, monthly and annual passes. The student discounts do not apply to SunCards loaded with the pre-paid value product.

Stations & Parking

How can I find out things to do around the stations?

Our System Map contains some of the key attractions or points of interest within a walkable distance from each station.


Is there parking at the stations?

Free SunRail provided parking is available at the following suburban stations:

– DeBary
– Sanford
– Lake Mary
– Longwood
– Altamonte Springs
– Maitland
– Sand Lake Road


Is overnight parking available at the stations?

Overnight parking is permitted in SunRail parking lots for SunRail passengers. The Florida Department of Transportation does not assume responsibility for damage to, or loss of, property that may occur in these lots at any time. Persons leaving their vehicles in SunRail parking lots do so at their own risk.


Where can I find information about future stations?

(12) Twelve stations were built during Phase 1, between DeBary and Sand Lake Road. An additional (5) five stations will be constructed during Phase 2, in DeLand in Volusia County, the Meadow Woods Station in Orange County, and three stations in Osceola County, including the Tupperware station, downtown Kissimmee and the Poinciana area.

For more information about Phase 2 station expansion, please click here.


What amenities do the stations have?

All stations have the following amenities for your comfort, security and convenience:

– Platform Canopies
– Water Fountains
– Emergency Phones
– Closed Circuit Security Camera
– Bicycle Parking
– ADA Accessibility

Stations do not have restrooms, however, restrooms are available on-board all SunRail trains.

Train Schedules & Times

How often do SunRail trains run?

SunRail trains currently run Monday – Friday only. Our schedule is designed to be consistent with rush hour, when and traffic on 1-4 is at its worst. During morning and evening peak hours, the trains operate every 30 minutes. During off peak hours (midday and late evening) the trains operate every 2 – 2 ½ hours. SunRail trains do not operate on the following holidays – Martin Luther King, Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, and New Year’s Day. A full schedule is available here.


How does the train schedule work?

The train schedule is divided into three sections: morning, midday and evening service. During morning and evening service, most trains run every 30 minutes, and during midday service, trains run less frequently. All times listed on the schedule are departure times. All Northbound trains originate from Sand Lake Road in Orange County, and Southbound trains originate from DeBary in Volusia County. You should always consult the schedule prior to going to a station to plan your trip both to and from your destination. SunRail trains adhere to a strict schedule and depart on time, so please be sure that you’re ticketed, tapped on and ready to board at least five minutes before the train’s scheduled departure time.


How can I get a copy of the train schedule?

You can find a printable version of our train schedule by clicking here. SunRail schedules also are available on board all SunRail trains.


How often does SunRail provide service for special events?

Service for special events is only available when requested by local government sponsors or other groups that are able to provide service to the public. SunRail trains are not available for private charter. Services also are dependent upon the availability of SunRail crews to staff special event trains.


What time should I arrive at the station?

Trains do not have the flexibility to wait on late comers. SunRail advises passengers to be properly ticketed, tapped on and ready to board at least five minutes prior to the train’s schedule departure time.


How will I know if the train is delayed?

If trains are delayed, you will hear announcements on SunRail platforms at each SunRail station that is affected by the delay. To receive alerts when delays occur, please follow us on Twitter at www.Twitter.com/RideSunRail. You may also get current train information on our homepage.

Connections & Transfers

How does the transfer system work?

SunRail works with LYNX and Votran to provide a cost-effective option for our passengers. Bus-to-rail and rail-to-bus customers can easily transfer from one mode of transportation to the other:

From SunRail to Bus:

– Pay your train fare
– Show LYNX/Votran operator your SunCard or one-way/round-trip ticket
– Receive one free transfer to a feeder bus route that serves SunRail stations

From Bus to SunRail:

– Pay bus fare on LYNX/Votran feeder bus route
– Ask operator for a free transfer to SunRail (A transfer is always required even when passengers have a bus pass)
– Take transfer to SunRail ticket vending machine (four at each station)
– Follow instructions to use a transfer on the ticket vending machine screen
– Swipe transfer (which is valid for 90 minutes)
– Pay $1 upgrade for crossing each county line on SunRail (if necessary)

Group Riders

How can I arrange for large groups to travel on SunRail?

For groups of 20 or more, please complete the Group Rider Request Form and return to info@SunRail.com. For additional support and information on advance ticket purchases, contact SunRail Customer Service at 1-855-RAIL-411 (724-5411)

Service Animals

How is service animal defined?

Service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities. Examples of such work or tasks include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties. Service animals are working animals, not pets. The work or task a dog has been trained to provide must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA. Under the ADA, service animals must be harnessed, leashed, or tethered, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices. 

Employment

How Do I Get A Job With SunRail?

The Florida Department of Transportation is managing SunRail and contracting the operations and maintenance work to private companies. Those companies are responsible for hiring their staff and any potential subcontractors. At present, Bombardier Transportation is responsible for the operations and maintenance of SunRail. SunRail expansions are planned to begin construction on Phase 2 South in late 2015, and Phase 2 North in 2016, and links to those contractors selected to perform that work will be posted here. Please contact each company directly to inquire about jobs, contracting opportunities and hiring processes.

Other Questions

How far does SunRail travel?

SunRail currently operates in Volusia, Seminole, and Orange Counties in Central Florida. Our northernmost SunRail station is located in DeBary in Volusia County, and the southernmost SunRail station is located on Sand Lake Road, a few miles west of the Orlando International Airport. When Phase 2 of the SunRail project is completed, SunRail will be extended north to DeLand in Volusia County and south to the Poinciana area, through Kissimmee in Osceola County.


How do I report a problem with the Wi-Fi on the train?

If you experience trouble with the Wi-Fi on the train, please contact the Customer Service Center at info@sunrail.com or 855-724-5411. You will need to provide the time and direction you are travelling (northbound or southbound) and the car number in which you are riding. This number is located adjacent to the doors at the end of the cars. You may also address the problem with the conductor, as resetting the Wi-Fi may resolve the issue.


What’s the procedure for bringing a large group on the train?

When taking a trip on SunRail with a large group, notify our Customer Service Center at 855-724-5411 Monday through Friday, between the hours of from 5:30 a.m. and 9:30 p.m., so that we may make any necessary preparations for your group. For groups of more than 20, please ask for and fill out a Group Rider Request Form.


Can SunRail sponsor my athletic team?

Since SunRail is funded by tax payer dollars, we are unable to contribute donations or sponsorships at this time.


Can I bring my pet on the train?

Pets are allowed on board SunRail, but they must be kept in an enclosed container/carrier, with the exception of service animals. Also, carriers must be kept out of the aisles and off seats.


Can I become a vendor at a SunRail station?

Concessions at SunRail stations and platforms can only be authorized by local governments. Please contact the local government where the station is located for information on concession permits.


Where can I purchase SunRail memorabilia?

Currently, SunRail does not have merchandise available for purchase. Promotional items are available at special SunRail events.


What if I lose an item?

If you lose an item on a SunRail train or platform, please contact our Customer Service Center at 855-724-5411 to register your item into SunRail’s Lost and Found log. If your item is received in the Customer Service Center, you will be contacted to retrieve your item.


How can I advertise on SunRail?

For information on advertising on, please contact Caroline Gardner at Caroline@evolvetoday.com or 407-420-1234.


How do I sign up for Roadway Worker Protection Training?

For information regarding Roadway Worker Protection Training, please contact Natasha Furniss at natasha.furniss@rail.bombardier.com.


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Contact Information

Main Address:
SunRail Customer Service
801 SunRail Drive
Sanford, Florida 32771

Customer Service Email:
info@sunrail.com

Customer Service Phone:
Toll Free: 1-855-RAIL-411 (724-5411)

Hours:
Mon-Fri, 5:30am – 9:30pm

Lost & Found Hours:
Mon-Fri, 8:00am – 7:00pm