COVID-19 update
Published: Mon 6 Apr 2020
V/Line has implemented additional precautions to help limit the spread of COVID-19.
As the COVID-19 (coronavirus) situation evolves, V/Line is implementing additional measures to ensure the safety of both our customers and staff. We are working closely with the Department of Transport and Department of Health and Human Services on these.
These measures will mean that your journey with V/Line may look and feel different. Below are some questions we are being asked by customers and the ways in which your journey may change.
Is it still safe to catch public transport?
Yes. But like all other health advice if you are unwell or required to isolate please do not catch public transport for the safety of other customers and our staff. However, long distance bus or train services should be reconsidered if it is not essential.
Should I use public transport system if I am unwell?
No, if you are unwell stay home. If you do become unwell while travelling, please speak to a member of staff or press the emergency intercom button on your tram, train or at the station. Passengers who feel ill are advised to get off their service and speak to a member of staff, press the emergency button or if appropriate call Triple Zero (000).
Are trains being cleaned more frequently?
Yes. V/Line have implemented an increased cleaning regime. Iin addition to the current cleaning arrangements, all carriages will undergo nightly sanitation, with all touch surfaces wiped down.
Will myki and ticketing equipment be cleaned more often?
We’re increasing cleaning across the network, with a particular focus on the place’s passengers spend the most time including tram and train carriages and buses. “Touch point” cleaning at stations is also taking place meaning that infrastructure such as escalator handrails, myki machines, lift buttons and ticket office counters and windows will be cleaned regularly.
Will conductors still be travelling on my train?
Yes, conductors will continue to travel on all V/Line trains to make announcements, perform essential operational tasks and provide assistance to anyone who needs help.
Conductors and station staff will also be visible to customers at station stops for any assistance. Customers can wait in the Boarding Assistance Zones on all regional platforms and platforms 3A and 15A at Southern Cross Station to alert conductors that they need help with their journey.
If you do need a conductor while on your journey, please press the emergency button if available in your carriage and they will be able to assist.
What plans do you have in place if someone diagnosed with coronavirus (COVID-19) travelled on public transport while contagious?
We have well established protocols in place if someone who has travelled on any of our services tests positive. These protocols are based upon the guidelines issued by the Department of Health and Human Services (DHHS) and are in place for the safety of passengers and staff.
Are there any restrictions when travelling on V/Line coach’s interstate?
Coach services will continue to operate as timetabled to all stops between Victoria and South Australia. Freight passage will be ensured to guarantee movement of essential goods.
Are you adding extra services to help reduce crowding and increase physical distancing?
We’re seeing patronage down across the network – as people are doing the right thing and staying home.
Services continue to operate on Victoria’s public transport network as normal.
By and large, timetables across the network are based on a high frequency and as we are seeing less people, there is no need to add extra services at this time.
Will refreshments still be available for purchase on board?
No. Our cafe/bar service will not be open until further notice. We encourage you to bring your own food and non-alcoholic beverages on board. Please ensure your drink containers have a secure, fastening or spill proof lid.
Water will still be available on all V/Line train services.
Any change to ticketing?
Yes. V/Line staff and coach drivers operating V/Line branded services will be unable to accept cash as a method of payment until further notice.
Passengers still require a valid myki or paper ticket for their journey. myki cards can be purchased and topped-up by staff at stations using credit, debit and EFTPOS. Paper tickets (V/Net) can also be purchased by these methods at staffed stations, V/Line are still posting purchased online tickets as normal.
As a temporary measure if you are unable to collect your V/Line ticket, your email confirmation printed or displayed on a smartphone or device will be accepted as your ticket for travel until further notice.
If you cannot print the confirmation, or you do not have a smartphone or device capable of displaying it, please contact the call centre on 1800 800 007
Please ensure you touch on and touch off with your myki to ensure you pay the correct fare.
Will passengers who purchased monthly or yearly myki passes and no longer wish to use them receive a refund?
The Department of Transport is considering all refunds for passengers who no longer wish to use their myki pass.
If a passenger elects to request a refund for their myki pass, they will be refunded the pro-rata balance of remaining days and the pass will be rendered unusable for travel on the network.
Why is cash not being used on the public transport network?
To slow the spread of coronavirus (COVID-19) our public transport staff will no longer be handling cash payments. For all in person transactions, customers are now required to use their credit or debit card to pay for travel on the public transport network.
Cash can still be used at myki card vending machines located across the public transport network.
Ticket agents can still accept cash at their own discretion, passengers are encouraged to check arrangements with their local agent prior to booking
Given the latest Federal advice, will you cancel long distance trains and coaches?
Public transport is an essential service and is still available for passengers who need to travel. It’s important that public transport continues to run to a normal contracted timetable, however we continue to follow the direction of the latest medical advice from the Chief Health Officer.
Any changes to services will be communicated to passengers in advance.
Our message is clear – stay home. There are only four reasons to be out: food and supplies that you need, medical care and caregiving, exercise, and work or education, if necessary.
If you must travel on public transport, we ask Victorians to try and travel outside of the peak to increase physical distance. Don’t travel if you are unwell. Practice good hand hygiene and maximize the distance between yourself and other passengers to help slow the spread of coronavirus.
For the latest information on COVID-19 click here.
For the latest information on using public transport during this time, click here.