Customer Service

Welcome to SMART HELP: CUSTOMER SERVICE – your go-to resource for all things related to Sonoma-Marin Area Rail Transit (SMART). Our Customer Service Center is dedicated to providing assistance and ensuring a seamless experience for our passengers. Reach out to us at 511 or (707) 794-3330 between 8 a.m. to 5 p.m. on weekdays, excluding holidays. You can also connect with SMART Customer Service via email at CustomerService@SonomaMarinTrain.org.

In case of emergencies, please dial 911. For non-urgent public safety matters, contact SMART's Chief of Police, Jennifer McGill, at JMcgill@sonomamarintrain.org or call (707) 794-3330.

To report emergencies on the SMART railway or at rail grade crossings, such as a stalled vehicle or crossing gate malfunction, call (888) 412-3330 (toll-free). Remember to locate the crossing ID number on the blue and white Emergency Notification System (ENS) sign before making the call.

If you've lost an item, register it with the SMART Customer Service Center, providing details like travel date, train number, direction, and a description of the lost item. After hours, leave a detailed message for a callback. If your item is received, you'll be contacted for retrieval. Please note that SMART is not responsible for unattended personal property on platforms or trains.

For fare refunds, while SMART fares are generally non-refundable, extenuating circumstances may be considered. Clipper users can contact (877) 878-8883, and SMART App users can submit a refund request using the SMART Refund Request Form.

We're here to assist you throughout your SMART journey, ensuring your safety, addressing lost items, and providing support for fare-related queries. Your satisfaction is our priority at SMART CUSTOMER SERVICE.

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