Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011)

April, 2011

To all Co-Workers:

This Service Standards Manual has been provided to ensure the

delivery of consistent, high quality service to our passengers by

both frontline and supervisory employees. It ties together, in a

single reference document, many diverse company policies,

procedures and standards that apply to the services our Train

Service and On-Board Service employees perform. Read

through this book carefully. Have it in your possession while

on-duty for reference.

It is our expectation that supervisors will enforce compliance

with the Service Standards contained herein and provide

coaching to our employees, every day.

This Manual will be a dynamic document subject to frequent

revision, simply because the business environment and

customer expectations continually change. The most successful

companies are those that can read that change and make

corresponding adjustments in their business practices and

standards. Changes will be made to this Manual through the

issuance of Operations Standards Updates, and actual revision

pages that will be published semi-annually.

The primary goal of this Service Standards Manual is to

ensure that Amtrak service is delivered consistently from

train-to-train and station-to-station throughout our system.

To that end, this Manual provides you with the most current

Service Standards for the delivery of our service based on the

new Amtrak organization.

We’re all in this together, and your hard work and dedication

are the keys to our success. Remember to stay focused on

safety, on-time performance, revenue optimization, and

customer services that exceed what our passengers expect.

Definitions & Abbreviations

Chapter 1 - Safety & Security

Introduction

1-1

Section 1 Safety

Introduction

1-5

Safety Instructions for all Employees

1-5

• All Employees

1-5

• Train Service Employees

1-5

• On-Board Service Employees

1-5

Safety Instructions for On-Board

Service Employees

1-5

• Safety Calendar

1-6

• Safety Instruction Index

1-9

• Safety Instructions

1-9

Job Briefing

1-28

Train Inspections

1-28

Boarding and Detraining

1-28

• General Instructions

1-29

• High Level Platforms

1-29

• Low Level Platforms

1-30

On-Board Passenger Safety

1-30

• Basic Passenger Safety

1-30

• Passengers With Disabilities

1-31

• Announcements

1-32

• Signage

1-32

• Emergency Equipment

1-32

• Car Doors and Vestibules

1-32

• Restrooms

1-33

Section 2

Passenger Train Emergency

Preparedness

Introduction

1-37

Emergency Preparedness Training

1-37

• Positions Requiring Training

1-37

• Training

1-38

• Employees Need Training To Work

1-38

Train Emergencies

1-38

• General Train Emergency Instructions

1-39

• Derailment

1-41

• Head End Power Failure

1-42

• Trespasser Strike, Grade Crossing Accident

Or Other Critical Incident

1-44

Service Standards Manual No. 6

• Service Disruption, Catenary/Third-Rail

Power Failure, Equipment Failure,

En Route Termination Of Train, Etc

1-46

• Fire

1-48

• Emergency On-Board Police Activity

1-50

Non-Emergency Evacuation - Non-Station

Train-To-Train Passenger Transfer - NEC

1-50

• General Non-Emergency Evacuation

Instructions

1-50

• Passenger Transfer Between Trains Without

A Jumper Cable Or Transfer Bridge

1-51

• Passenger Transfer Between Trains With A

Jumper Cable, Without A Transfer Bridge . . .1-52

• Passenger Transfer Between Two Trains

With A Jumper Cable And Transfer Bridge

1-54

• Passenger Transfer Between Amfleet

Equipment (or Amfleet to Acela Equipment)

With a Jumper Cable and G2 Transfer Bridge . .1-56

• Acela-Folding Stairs

1-62

Emergency Evacuation

1-69

• General Emergency Evacuation

Instructions

1-69

• Evacuation Through End Doors Into

the Next Car

1-70

• Evacuation Through Vestibule

Side Doors

1-71

• Evacuation Through Emergency

Windows

1-72

• Evacuation Using Acela’s

EVAC-CHAIR

1-73

• Tunnel Information and Emergencies

1-75

Unusual Occurrence Reporting Requirements

1-77

• Examples of Qualifying Events to

Be Reported

1-77

• Examples of Events Not Qualifying

For Reporting

1-78

• Qualifying Event Reporting

1-78

Section 3 Terrorist Activity

Introduction

1-83

Bomb Threats and Unattended Items

1-83

• Bomb Threat

1-83

• Receipt of a Bomb Threat

1-83

• Types of Bomb Threats

1-84

• Unattended Items Guide

1-86

• Personal Safety Guide

1-86

Table of Contents

Chemical, Biological and Radiological Threats . . .1-87

• Chemical Threats

1-87

• Biological Threats

1-88

• Radiological Threats

1-88

Host Railroad and Amtrak Joint

Security Procedures

1-89

• Notification

1-90

• Response

1-90

• En Route Train Inspection

1-91

• Standing Train Inspection

1-92

Section 4 Law Enforcement Issues

Introduction

1-97

Transporting Prisoners

1-97

Firearms and Weapons On-Board Trains

1-97

• Law Enforcement Officers

1-97

• Carry-On and Checked Baggage

1-98

Chapter 2 - Injury, Illness and Reporting

Injuries

2-1

• General Instructions

2-1

• First Aid

2-2

Illness

2-16

• Suspected Food-Borne Illness

Procedures

2-16

• Serious Communicable Disease

Procedures

2-17

• List of Serious Communicable

Diseases (SCD)

2-19

• Blood-Borne Pathogens (BBP)

Exposure Control Plan

2-19

Injury and Illness Reporting

2-23

• Types of Reports

2-24

• “Non-Employee Injury/Illness Report”

(NRPC 3116)

2-25

• “Employee Injury/Illness Report”

(NRPC 260)

2-28

• “Medical Information and Consent”

(NRPC 488)

2-32

• “Accident Investigation Report”

(NRPC 405)

2-33

• “Operation Heartsaver, Employee

Responder Report” (NRPC 3245)

2-35

Service Standards Manual No. 6

iii

Chapter 3 - FDA Rules & Inspections

Introduction

3-1

Food Service Cars

3-1

• General Instructions

3-1

• Refrigerators/Freezers

3-2

• Refrigerator/Freezer Failures

3-2

• En Route Refrigerator/Freezer Failures

3-2

• Emergency Food Provisioning For Trains

3-3

• Dishwashing Machines

3-4

• Toilet Facilities and Hand Washing

Equipment Failures

3-5

• Cardboard Trash Containers

3-5

• Trash Handling Locations

3-6

• Car Watering

3-7

• Rodent and Insect Infestation

3-8

FDA Inspections

3-9

• Inspection Notification

3-9

• Inspection Procedures

3-10

• Common Sanitation Principles

3-10

• Potentially Hazardous Foods

3-12

• Temperature Monitoring Reports

3-13

• Additional Information

3-15

Chapter 4 - Baggage Handling

Introduction

4-1

Carry-On Baggage

4-1

• Carry-On Baggage Policy Requirements

4-1

• Carry-On Baggage Identification Tags

Requirements

4-2

• Carry-On Baggage “Canadian

Customs Tags” (NRPC) Requirements

4-3

• Continental Airlines Passengers

4-4

• Military Passengers on Active Duty

4-4

• Excess Baggage

4-4

• Firearms or Weapons Carried On-Board

4-4

• Folding Bicycles

4-5

• Full Size Bicycles & Surfboards

4-5

Checked Baggage

4-7

• Checked Baggage Policy Requirements

4-7

• Firearms in Checked Baggage

4-8

• Firearms in Checked Baggage -

Unusual Circumstances

4-11

Table of Contents

• Checked Baggage To or From Canada

4-16

• Prohibited Checked Baggage Items

4-16

• Unsuitable Containers

4-17

Wheelchairs, Scooters and Segway

Personal Transporters

4-17

• Wheelchairs and Scooters

4-17

• Segway Personal Transporters

4-18

• Hoyer Lifts

4-18

Regular Bicycles

4-18

Snowboards, Surfboards, Golf Clubs and Kayaks

4-19

Ski Equipment

4-19

Scouting Organizations

4-19

Parcel Check

4-20

Pass Riders

4-20

Chapter 5 - Uniform and Grooming

Introduction

5-1

Policy

5-1

Uniform Component Guidelines

5-2

• Train Service Employees (Conductor &

Assistant Conductor)

5-2

• On-Board Service Employees (Lead

Service Attendant - Diner)

5-6

• On-Board Service Employees (Lead

Service Attendant, Service Attendant,

Train Attendant and Sleeping

Car Attendant)

5-7

• On-Board Service Employees (Chef)

5-12

Dress Wear

5-13

Personal Appearance and Hygiene

5-14

• Hair

5-14

• Grooming

5-15

• Nails

5-15

Footwear and Accessories

5-16

• Footwear

5-16

• Glasses and Sunglasses

5-16

• Jewelry

5-17

• Neckwear

5-18

• Slides

5-19

• Uniform Name Tags

5-20

Service Standards Manual No. 6

Chapter 6 - Crew Functions &

Responsibilities

Introduction

6-1

Customer Service Tips for On-Train

Service Employees

6-1

• Customer Service Tip Calendar

6-2

• Customer Service Tips

6-5

General information

6-15

• On-Train Authority Levels

6-15

• All Crew Members - General Responsibilities . .6-16

• All Employees - General Guidelines

6-20

Conductor

6-28

• Conductor - General Responsibilities

6-28

• Conductor - Job Briefings

6-29

• Conductor - Pre-Departure

Responsibilities

6-32

• Conductor - En Route Responsibilities

6-36

• Conductor - End-of-Trip

Responsibilities - Intermediate Locations

6-41

• Conductor - End-of-Trip

Responsibilities - Final Destination

6-42

Engineer

6-42

Assistant Conductor

6-42

Lead Service Attendant-Diner

6-43

• LSA-Diner - General Responsibilities

6-43

• LSA-Diner - Pre-Departure

Responsibilities - Stock

Verification/Acceptance

6-45

• LSA-Diner - Pre-Departure

Responsibilities - On Train

6-46

• LSA-Diner - En Route Responsibilities

6-47

• LSA-Diner - End-of-Trip Responsibilities

6-50

Lead Service Attendant-Café/Lounge

6-51

• LSA-Café/Lounge - General

Responsibilities

6-51

• LSA-Café/Lounge - Pre-Departure

Responsibilities - Stock

Verification/Acceptance

6-54

• LSA-Café/Lounge - Pre-Departure

Responsibilities - On Train

6-54

• LSA-Café/Lounge - En Route

Responsibilities

6-55

• LSA-Café/Lounge - End-of-Trip

Responsibilities

6-57

Table of Contents

LSA-Cart Service

6-58

• LSA-Cart - General Responsibilities

6-58

• LSA-Cart - Pre-Departure

Responsibilities - Stock

Verification/Acceptance

6-59

• LSA-Cart - Pre-Departure

Responsibilities - Cart Preparation

6-59

• LSA-Cart - En Route Responsibilities

6-59

• LSA-Cart - End-of-Trip Responsibilities

6-60

Chef

6-61

• Chef - General Responsibilities

6-61

• Chef - Pre-Departure - Stock Verification . . .6-62

• Chef - Pre-Departure

Responsibilities - On Train

6-62

• Chef - En route Responsibilities

6-63

• Chef - End-of-Trip Responsibilities

6-64

Food Specialist

6-64

• Food Specialist General Responsibilities

6-65

Service Attendant

6-66

• SA - Pre-Departure Responsibilities

6-67

• SA - En Route Responsibilities

6-67

• SA - End of Trip Responsibilities

6-69

Train Attendant-Coach (TAC)

6-69

• TAC - Staffing Levels

6-70

• TAC - General Responsibilities

6-70

• TAC - Pre-Departure Responsibilities

6-72

• TAC - Upon Departure and En Route

Responsibilities

6-74

• TAC - End-of-Trip Responsibilities

6-79

Train Attendant-Sleeping Car

6-80

• TASC - General Responsibilities

6-80

• TASC - Pre-Departure Responsibilities

6-82

• TASC - Upon Departure Responsibilities

6-85

• TASC - En Route Responsibilities

6-87

• TASC - End of Trip Responsibilities

6-92

NEC En Route Cleaner

6-93

• NEC En Route Cleaner - General

Responsibilities

6-93

• NEC En Route Cleaner - Work Schedule

6-93

Chapter 7 - Policies & Procedures

Introduction

7-1

Passenger Policies/Procedures

7-1

• Canadian Currency

7-1

• Carry-Bys

7-1

Service Standards Manual No. 6

vii

• Checks - Personal

7-2

• Conditions of Carriage

7-2

• Death En Route

7-7

• Displaced Sleeping Car Passenger Due to

Equipment Change or Duplicate Sale

7-7

• Groups

7-8

• Identification

7-9

• Lost and Found Items

7-9

• Lost, Stolen or Found Tickets

7-9

• Ticket Refund Policy

7-10

• Special Assistance Seat Check

(NRPC 3242)

7-10

• Smoking Policy

7-10

• Standees

7-11

• Unaccompanied Minor

7-12

• Authority to Board and Ride Amtrak

Locomotives and Trains

7-14

Food & Beverage Policies/Procedures

7-18

• Alcohol Beverage

7-18

• Alcohol Beverage Serving Procedures

7-22

• Beverage - Non-Alcohol

7-23

• Beverage Refills

7-23

• At Seat Cart Service

7-24

• Crew Members Eating in the Dining Car

7-25

• Hours of Service - Dining Car

7-25

• Hours of Service - Café/Lounge Cars

7-25

• Ice

7-28

• At Seat/In Room Meal Service

7-28

• Non-Amtrak Food and Beverage

(Non Alcohol)

7-29

• Public Health

7-30

• Meal Restrictions for Employees

Occupying BT Space

7-30

• On-Board Guides/National Park Service

7-30

Dining Car Procedures

7-30

• Dining Car Operation

7-30

• Simplified Dining Service

7-33

• Staggered Seating Reservation System

7-34

Sleeping Car Procedures

7-42

• Room Set-up - Train Attendant Sleeping Car . . .7-42

• Proper Bed Making Procedures

7-42

• Sleeping Car Train Attendant Passenger’s

“Welcome Aboard” Introduction

7-45

viii

Table of Contents

Baggage Cars

7-46

• Baggage Cars

7-46

Conductors Reporting Arrival and Departure

Times via Cellular Telephone

(Central Division Only)

7-46

• Procedure

7-46

Communication

7-47

• Radios

7-47

• Cell Phones/PDA

7-48

• “On-Board Communication”

(NRPC 333AB)

7-50

Reporting Mechanical Defects

7-50

• Procedure

7-50

Reporting and Recording Delays

on Railroads

7-51

•

Responsibility

7-51

•

Delay Reports — How They Are Designed

7-52

•

Lateness vs. Delay

7-53

•

Accuracy of Time

7-53

•

Rounding of Times

7-53

•

Train Origin Date

7-54

•

Initial Terminal Delay; Final Terminal

7-54

•

“Waiting-For-Time” or

“Killing Time” Delays

7-54

•

Delay Report Forms

7-55

•

Examples of Abbreviations for

Specifics-of-Delay Explanations

7-56

•

Categories of Delay

7-59

•

Host-Railroad Codes

7-61

•

Crew-Change Points

7-62

•

Coordinating Times with Station Agents

7-62

•

Joint Amtrak/Host-Railroad

Efficiency Tests

7-62

•

Unscheduled Re-Crew En Route

7-62

•

Planned Crew Swaps

7-62

•

Police Activity On-Board Trains

7-63

•

Name(s) of Host-Railroad Pilot(s)

7-63

•

Abnormal Routing, Diversions, etc

7-63

•

Alternate Routes

7-64

•

Detoured Train

7-64

•

Combined-Cause Delays

7-65

•

Slow-Order (DSR) Delays

7-65

•

Heat Order or Cold Order Delays

(Code “WTR”)

7-66

•

Two or More Types of Delay at

Same Location

7-66

Service Standards Manual No. 6

•

Sample Guide For Estimating

Delay-Minutes by Slow Orders or

Other "Simple" Delays

7-66

•

En Route Change to Daylight Saving

Time or Standard (Winter) Time

7-68

•

Fuel Conservation Measures and Delays

7-68

•

Single Engineer Copying Authority

or Restriction

7-69

•

Arithmetic

7-69

•

Legibility

7-69

•

Amtrak Special Trains

7-69

•

1000-Series or 1100-Series Train Numbers

7-70

•

Bus Substitution for Train

7-70

•

Movement of Deadhead Equipment of

Terminated or Cancelled Train

7-70

•

“On-Time” or “Advance” Section of a Train

7-71

•

Second Page of Delay Report

7-71

•

Delays Entered on Report

7-71

•

Reverse Side of Delay Report Form

7-71

•

Disposition of Completed Delay Report

7-71

•

Corrections to Delay Reports

7-72

•

Major Off-Corridor Delay-Input Offices

Toll-Free Fax Numbers

7-72

•

“X”-Code Locations

7-72

•

Train Status Initiative

7-73

Reporting En Route Delays

7-73

• Rail Lines Dispatched by Amtrak

7-73

• Rail Lines NOT Dispatched by Amtrak

7-74

Chapter 8 - Accounting

Introduction

8-1

Section 1 Train Service Accounting Procedures

Introduction

8-5

General Information

8-5

Forms, Documents and Supplies

8-6

Ticket Verification Procedures

8-7

• Random On-Board ID Verification

8-7

• Acceptable Forms of Identification (ID)

8-9

Ticket Lift Announcement - En Route

8-12

Ticket Lift vs. Ticket Sweep

8-12

• Ticket Lift

8-12

• Ticket Sweep

8-13

Table of Contents

Tickets

8-13

• Introduction

8-13

• General Instructions

8-13

• Valid, Lost, Stolen, Found, Expired

or Counterfeit

8-16

• Validity Period

8-17

• Sign Here is Required

8-18

Ticket Types and Other Permissible Forms

of Transportation Documentation

8-19

•

Advanced Paid (AP)

8-19

•

Airline

8-23

•

ARC/Travel Agent

8-24

•

Arrow

8-25

•

Authority to Board and Ride

Amtrak Locomotives and Trains

8-25

•

Book

8-25

•

California Rail Pass

8-26

•

Commuter Agency

8-28

•

Commuter Agency - Caltrain

8-29

•

Commuter Agency - MARC (Maryland

Rail Commuter Service)

8-30

•

Commuter Agency - Shore Line East

8-33

•

Commuter Agency - VRE (Virginia

Railway Express)

8-34

•

Conductor and Assistant Conductor’s

On-Board Stock (COTS)

8-37

•

Employee

8-37

•

Lower-Level (Superliner)

8-37

•

Monthly (Flash)

8-38

•

Multi-Ride

8-39

•

On-Board Passenger Record

(NRPC 3085)

8-41

•

Pre-Paid Internet Ticketing

Printout

8-44

•

Quik-Trak

8-44

•

Railroad Request for Employee

Transportation (Form 620)

8-45

•

Station Authorization to Carry

8-47

•

USA Rail Pass

8-48

•

VIA Rail Canada

8-51

Revenue Structure

8-53

• Yield Management

8-53

• Fare Structure

8-53

• Fare Codes and Rules

8-53

• Accommodation Charges

8-54

Service Standards Manual No. 6

Passenger Type and Discount

8-54

• Adult

8-54

• Child

8-55

• Disability and Companion

8-56

• Military Furlough

8-58

• Mobility Impaired and Companion

8-60

• Senior Citizen

8-62

• Unaccompanied Minor

(8-14 years of age)

8-64

Service Classes

8-66

• Acela Express

8-67

• Auto Train

8-68

• Business Class

8-68

• Coach

8-68

• International (VIA Rail Canada)

8-69

• Sleeping Car

8-69

• Sleeping Car - Berth Service

8-69

• Sleeping Car - Non-Berth Service

8-71

• Thruway Bus

8-72

Conductor’s Memorandum Tariff

8-72

• City Arrangement

8-72

• Fares

8-72

• Non-Negotiable On-Board Fare (OBF)

8-73

• Tariff Examples

8-73

Ticket Lift

8-74

• Introduction

8-74

• Announcements

8-74

• Conductor’s Punch

8-74

• Location of Punch on Ticket

8-75

• Seat Checks

8-75

• ID Verification

8-79

• Correcting an Incorrect Punch

8-80

• Punch Indicating Baggage Checked

and Reverse Direction

8-80

• Tickets Honored But Not Lifted (157)

8-81

Ticket Disposition En Route

8-82

• Sorting Tickets

8-82

• Live vs. Dead Tickets

8-83

• Long-Distance Trains Ticket Envelopes

8-83

• Short-Distance Trains Ticket Envelopes

8-84

Conductor On-Board Ticket Stock (COTS)

8-85

• Introduction

8-85

• Working With Multiple Sets of COTS

8-87

• COTS Layout

8-88

xii

Table of Contents

Selling Ticket Using Conductor On-Board

Ticket Stock (COTS)

8-90

• Preparing/Punching COTS

8-90

• One-Way

8-91

• To Canada on the Maple Leaf

8-92

• Round-Trip

8-93

• Farther Destinations

8-94

• Sleeping Car Accommodations

8-95

• Accessible Bedroom

8-95

• Coupon Distribution

8-97

Using COTS for Upgrades

8-99

• Upgrade from Acela Express Business

Class to Acela Express First Class

8-99

• Upgrade from Coach to Business Class

8-99

• Upgrade from Coach to Sleeping Car

8-99

• Upgrade from Coach to

Accessible Bedroom

8-101

• Upgrade from Sleeping Car

to Sleeping Car

8-101

• Upgrade from Sleeping Car

Accommodations on Auto Train

8-103

Forms of Payment

8-104

• Canadian Currency

8-104

• Cash

8-105

• Payment Cards

(Credit Cards or Debit Cards)

8-105

• Payment Due

8-107

• Un-accepted Form of Payment

8-107

COTS as Other Documentation

8-107

• Deadhead (DHD)

8-107

• Passenger Removal (OFF)

8-108

• Payment Due (PYMT DUE)

8-108

• Prior Erroneous Lift (PEL)

8-111

• Return Carry-By (RET)

8-112

• Train Check

8-113

Other En Route Revenue Situations

8-114

• Charter Trains

8-114

• Death of a Passenger En Route

8-114

• Fare/Payment Dispute

8-115

• Groups

8-115

• Members of Congress Frequent

Passenger Identification Card

8-115

• Musical Instruments

8-117

Service Standards Manual No. 6

xiii

• Private Car Passenger

Record (NRPC 3160)

8-117

• Railroad-Owned Business Cars

8-119

• Service Adjustment (NRPT 27)

8-120

• Standee Conditions/No Shows

8-126

• Stopovers

8-127

• Train Fare Penalty

Waiver (NRPC 2429)

8-130

• Transfer

8-131

• Uncollected Fare Report (NRPC 3008)

8-131

• Union Business Travel Card

8-132

Train Earnings Reports Envelopes

(NRPC 158)

8-133

• Originating Conductor

8-133

• Content

8-134

• Disabled Trains

8-136

• Disposition

8-136

Conductor/Asst. Conductor Sales

Report (NRPC 193)

8-137

• Form Layout

8-137

• Completing Form

8-138

• “No Sale” Entered in Paperless

Time Ticket (PPT) System

8-140

Remit

8-142

• Funds

8-142

• Out-Dated COTS

8-144

• “Conductor/Asst. Conductor Sales

Report” (NRPC 193) Distribution

8-145

Section 2

On-Board Service Accounting

Procedures

Introduction

8-149

Working Fund (Applicable to the LSA)

8-149

• Issuing a Working Fund

8-149

• Working Funds Held by Employee

8-149

• Returning a Working Fund

8-151

Receiving Paperwork (Applicable to the

LSA and Chef)

8-151

• Food and Beverage Sales Report

Envelopes

8-151

• Employee Stock & Paperwork

Accountabilities

8-155

xiv

Table of Contents

Receiving Food and Beverage Inventory

8-157

• “Transfer Out Form” (896)

(Beginning of Trip)

8-157

• Physical Inventory

8-159

• Inventory Discrepancies (Overages/

Shortages) (Applicable to LSA and Chef)

8-159

• Start Issue Credit

8-160

• Backorders (Applicable to LSAs,

Chefs or TAs)

8-160

• Transport of Stock

8-161

Obtaining Additional Stock En Route

8-162

• En Route Issue (Applicable to LSAs,

Chefs or Train Attendants)

8-162

• NEC En Route Ordering Process

8-163

• Cash Purchase (Applicable to LSAs)

8-163

• Stock Transfers Between Food

Service Cars

8-164

Complimentary Service (Applicable to LSAs)

8-164

• “Complimentary Service Accounting”

(NRPC 3157)

8-165

• “Non-Meal Check First Class Revenue

Item Accounting” (NRPC 3269)

8-167

• “Business Class Service Accounting”

(NRPC 3236)

8-169

• Complimentary Service for Individual

Passenger

8-170

• Service Recovery Kits (Snack Packs)

8-171

• Emergency Meal Package (Generally

Canned Product)

8-172

• Train Delay Vouchers Capitol

Corridors ONLY

8-172

• Coupons

8-173

• Red Star Program

8-173

Condemnation (Applicable to Chefs

and LSAs)

8-174

• Introduction

8-174

• Chef/LSA En Route Condemnation

Report (NRPC 3143)

8-175

• On-Board Items Condemned - Partially

Consumed Items

8-176

• Items Condemned - Bagged and Tagged . . . 8-177

• Catering Vendor

8-178

• Auto Train

8-178

Service Standards Manual No. 6

Meal Checks

8-179

• Meal Checks Consist of

Three Parts

8-179

• Meal Check Instructions

8-179

• Meal Check - Sleeping

Car Guidelines

8-183

• Meal Check - Coach Guidelines

8-184

• Meal Check - Employee Guidelines

8-186

• Passengers Involuntary Downgrade

from Sleeping Car to Coach

8-188

Cash Register Procedures

8-189

• Beginning of Trip

8-189

• Sales

8-189

• Manual Price Entry for

Cash Register

8-189

• Receipts

8-190

• Voided Sales

8-190

• Refunds

8-191

• First Class Sales

8-191

• Complimentary Service

8-192

• En Route Cash Purchases

8-192

• End of Trip Cash Register Sales Reports

8-192

Point-of-Sale (POS) Accounting

8-193

• Beginning of Trip

8-193

• Sales

8-193

• Receipts

8-193

Forms of Payment

8-194

• Canadian Currency

8-194

• Cash

8-194

• Payment Cards

(Credit Cards and Debit Cards)

8-194

• Personal Checks

8-196

• “Transfer Out Form” (896) Reporting

8-196

• Un-accepted Forms of Payment

8-197

Completing the Trip

8-197

• Onboard Stock

8-197

• “Transfer Out Form” (896) (End of Trip)

8-197

• Verification of Inventory

8-198

• Unattended Stock

8-199

Remittances

8-199

• Making a Remittance

8-199

• Making an En Route Remittance

8-200

xvi

Table of Contents

• Completing the “Food and Beverage

Service Remittance Receipt” (NRPC 124)

8-200

• Crew Base

8-201

• Food and Beverage Sales Reports

Envelopes

8-202

Notices

8-203

• Credit Notice Procedures

8-203

• Debit Notice Procedures

8-203

• Procedures for Protest

8-205

Chapter 9 - Service Recovery

Introduction

9-1

Types of Service Failures

9-1

• Operational Failures

9-2

• Equipment Failures

9-2

• Natural Disasters

9-2

• Safety and Security Issues

9-2

• Employee Failures

9-2

L.A.S.T. (Listen, Apologize, Solve and Thank)

9-2

Complimentary Food and Beverage Service

9-3

• General

9-3

• Catering Vendor Responsibility

9-4

• Acela Express and Regional Trains

(Includes Boston - Newport News Service)

9-4

• Downeaster

9-6

• Amtrak Cascades, Heartland Flyer,

Ethan Allen,Vermonter, Pennsylvanian,

Niagara Falls Trains, Midwest and Pacific

Surfliner Corridors

9-6

• Capitol Corridor

9-8

• San Joaquin

9-9

• Service Recovery Kits for Long Distance

Trains Traveling in Excess of 500 Miles

(Excludes Boston to Newport News Service) . . .9-10

• Emergency Meal Packages for Long

Distance Trains Traveling in Excess of

500 Miles (Excludes Boston to Newport

News Service)

9-13

• Auto Train

9-15

Complimentary Meal/Beverage to

Individual Passenger

9-16

Service Standards Manual No. 6

xvii

Service Upgrades or Credits

9-16

• Upgrade Due to Malfunction or Change

of Equipment, Etc

9-16

• Vouchers and Credits Due to Service Failure . . .9-17

Service Recovery Options at

(800) USA-RAIL or with Letters

9-18

Service Recovery Options Available

to Stations

9-18

• Complimentary Food and Beverage Service

9-18

Service Recovery - Passengers with Disabilities

9-19

• Service Animals

9-19

• Hidden Disabilities

9-19

• Passenger with Mobility Restrictions

9-19

Chapter 10 - On-Board Announcements

& Signage

Introduction

10-1

Announcements

10-1

• Conductor Announcements - Departures

10-3

• Conductor Announcements - Arrivals

10-7

• Conductor Announcements - Conditional

10-8

• LSA - Diner Announcements

10-15

• LSA - Diner/Cafe/Lounge Announcement

10-16

• LSA - Cafe/Lounge Announcements

10-16

• LSA - Cafe Announcements

10-17

• LSA - Cart Service Announcement

10-17

• Coach Attendant Announcement

10-17

• Sleeping Car Attendant Announcement

10-17

• On-Board Coach Cleaner NEC

Announcement

10-18

• OBS Conditional Announcements

10-18

On-Board Signage

10-18

Chapter 11 - Assisting Passengers with

Disabilities

Introduction

11-1

Amtrak’s Commitment and Policies

11-1

The ADA and What It Means for Amtrak

11-1

• Under the ADA Law, a Person with a

Disability is Defined as

11-1

• Customer Service Commitment

11-2

xviii

Table of Contents

Services Offered and Provided to

Passenger with Disabilities

11-2

• Advance Notice

11-3

• Personal Assistance

11-3

• Attendants

11-4

• Examples of Disability Situations with

Suggested Actions

11-5

Transporting Passengers with

Mobility Aids

11-6

• Accessible Cars

11-7

• Mobility Aids

11-8

• Transfer to Seat

11-8

• Checked Baggage (Wheelchairs, Scooters

and Segway Personal Transporters)

11-8

• Boarding, Seating and Detraining

11-9

En Route Passenger Assistance

11-10

• General

11-10

• Meals

11-11

• Ice

11-11

• Oxygen

11-11

• Passengers with Medical Conditions

11-11

• Medical Certification

11-11

• Medication

11-12

Service Animals

11-12

• Service Animal vs. Emotional

Support Animal

11-12

• Certification or Documentation

11-12

• Determining If An Animal Is A

Service Animal - “Is This Your Pet”

11-13

• General Information

11-14

Offering the Most Appropriate Assistance

11-17

• Ask First

11-17

• Avoid Embarrassing Situations

11-17

Assisting Passengers with Vision

Disabilities

11-18

• Approaching and Greeting

11-18

• Leading

11-18

• Attending and Assisting

11-19

• Meal Service

11-19

• Parting

11-19

• Boarding and Detraining

11-20

Assisting Passengers Who are Deaf

or Hard of Hearing

11-20

Service Standards Manual No. 6

xix

Assisting Passengers who are Deaf/Blind

11-21

• Approaching

11-21

• Printing on Palm

11-21

• Other Assistance

11-21

Assisting Passengers with Mobility

Impairments

11-21

• Self-Certification of Mobility

Impairment

11-22

• Transferring to/from a Wheelchair

11-23

• Mobility Pointers

11-23

• Maneuvering Wheelchairs

11-24

• Transferring the Passenger with

ONE Employee

11-24

• Transferring the Passenger with

TWO Employees

11-24

• Boarding and Detraining

11-25

• Two-Handed Seat Carry

11-27

• Fore-and-Aft Carry

11-27

Assisting Passengers with Speech

Disabilities

11-28

Assisting Passengers Who are HIV

Positive or Who Have AIDS

11-28

Assisting Passengers of Short Stature

11-29

Assisting Passengers with Hidden

Disabilities

11-29

• Psychiatric Disabilities

11-29

• Tourette Syndrome

11-30

• Epilepsy

11-30

• Cognitive Disabilities

11-30

Assisting Passengers of Large or

Obese Size

11-31

• Assistance/Wheelchair Lift

11-31

• Seating

11-32

Discounts

11-32

Complaint Procedures

11-33

Chapter 12 - Equipment

Electrical Distribution System

12-1

• Overview

12-1

• Basic Equipment Protection

12-1

• Signage

12-1

Table of Contents

HVAC (Heating, Ventilation and Air

Conditioning)

12-2

• HVAC

12-2

• Temperature Controls

12-2

• Temperature Control Panel

12-2

• Operation of Air Conditioning Systems

12-3

Lighting

12-3

• General

12-3

• Emergency Lighting

12-3

• Standard Lighting Levels for Acela Express . .12-4

Communication System

12-4

• Public Address & Intercom Overview

12-4

• Making Announcements via the PA

12-4

• Using Intercom System

12-4

Entertainment System

12-5

Water System

12-5

• General

12-5

• Types

12-5

• Portable Water System Filling Procedures

12-5

Side Door Trainline Test

12-6

• Acela Express Equipment

12-6

• All Other Equipment

12-6

Side Door Operating Procedure for

Acela Express Trainsets

12-7

• General Guidelines

12-7

• Trainline Open Sequence

12-8

• Trainline Close Sequence

12-9

• Local Door Open Sequence

12-9

• Local Door Close Sequence

12-9

• Side Door Reset Procedure

12-10

Side Door Operating Procedure for

Amfleet I Equipment

12-10

• General

12-10

• Opening Procedures - High Platform

12-10

• Closing Procedures - High Platform

12-11

• Emergency Opening of Vestibule

Side Doors

12-11

• Emergency Closing of Vestibule

Side Doors

12-12

• Door Seals

12-12

Service Standards Manual No. 6

xxi

Body End Doors

12-12

• Normal Operation

12-12

• Manual/Emergency Operation

12-13

Sanitary Facilities Retention System

12-13

• Description

12-13

• Out-of-Service Toilets

12-13

High Speed Trainset (HST) Tilting Fault

“Car Not Centered”

12-14

• Level 1 Fault

12-14

• Car Not Centered

12-15

• Car Is Centered

12-15

• Reporting

12-15

Acela Express High Speed Trainset (HST)

120 Volt Convenience (At-Seat) Outlets

12-17

• Steps for Defective Outlets

12-17

• Acela Express Outlet Defect Chart

12-18

Bedroom Occasional Seat - Operating

Instructions

12-19

Coffee Makers

12-21

• Douwe Eqberts 300 Coffee Maker

12-21

Superliner Sleeping Accommodations

12-22

• Superliner Roomette

12-22

• Superliner Bedroom

12-23

• Superliner Family Bedroom

12-23

• Superliner Accessible Bedroom

12-24

Viewliner Sleeping Accommodations

12-24

• Viewliner Roomette

12-24

• Viewliner Bedroom

12-25

• Viewliner Bedroom Suites

12-25

• Viewliner Accessible Bedroom

12-26

Chapter 13 - Phone Numbers

Amtrak Police - Nationwide (Toll Free)

13-1

Operations

13-1

Services

13-1

Medical & Public Health

13-1

EAP Counselors

13-1

Operation Redblock

13-2

xxii

Table of Contents

The following craft titles have been shortened to reflect

common usage:

• LSA refers to Lead Service Attendant, EIC

(Employee-in-Charge) and Steward.

(LSA positions consist of LSA-Diner, LSA-Café/

Lounge and LSA-Cart)

• TA refers to Train Attendant-Sleeper and Train

Attendant-Coach.

• SA refers to Service Attendant.

• TAC refers to Train Attendant-Coach

• TASC refers to Train Attendant-Sleeping Car

“A” End of Car: Term used to identify the end of a railroad

car that is the opposite end from where the hand brake is

located.

Abstract Form: Form used to record separate specific

items sold (generally entrees) from meal checks during a

meal period.

AC: (1) Assistant Conductor - works under the supervision

of the Conductor. (2) Air Conditioning (Also designated

as A/C).

Acela Express: Amtrak’s high-speed train sets. (Origin -

The name “Acela” is the blending of the words “acceleration”

and “excellence”)

ADA: Americans with Disabilities Act - prohibits

discrimination and ensures equal opportunity for persons

with disabilities in employment, state and local government

services, public accommodations, commercial facilities

and transportation.

AED: Automated External Defibrillator - is a portable

automatic device used to restore normal heart rhythm to

people in cardiac arrest.

Amtrak: Amtrak is a registered trademark of the

National Railroad Passenger Corporation. (Origin - The

name "Amtrak" is the blending of the words "America"

and "track") (See National Railroad Passenger Corporation)

Service Standards Manual No. 6

ARAMARK: Name of the current contract vendor who

provides food, beverages and supplies to Amtrak’s trains.

ARC: Airlines Reporting Corporation - provides ticket

distribution, reporting and settlement services for over

150 air and rail carriers and more than 20,000 ARC-

accredited Travel Agency locations and Corporate Travel

Departments.

Arrow: The computer system Amtrak uses for reservations,

ticketing, train status and equipment status. Arrow

includes the capability of building train schedules, creating

reservations, issuing tickets and accounting for ticket

sales and other financial transactions.

“B” End of Car: Term used to identify the end of a railroad

car on which the hand brake is located.

Bad Order: Term used when anything on the railroad is

in need of repair and cannot be used. (i.e. track, equipment,

components on equipment, etc.)

Bank: (See Working Fund)

BBP: Blood-Borne Pathogens - diseases that can be

transmitted in blood. (i.e. HIV, HBV, etc.)

BT (Business Travel): Accommodations for employees on

company business or for employees traveling on personal

business who made reservations on the train’s day of

departure in the Superliner Transition Sleeping Car.

Employees utilizing BT space are expected to make their

own bed, remove soiled linen and leave the accommodation

neat and clean. Meals are not provided and must be

purchased. BT space can also be assigned to authorized

Guides on a unique basis - in this case, the Guide is

entitled to a complimentary meal.

Bump: To displace a junior employee (with less seniority)

on an existing position.

Bump Cars: To couple railroad cars together.

Catenary: A system of wires suspended between poles

and bridges supporting overhead contact wires normally

energized at 11,000 volts.

Definitions & Abbreviations

Catering Vendor: Contractual provider of food, beverages

and supplies for Amtrak’s trains. (See ARAMARK)

CARE: Critical Assistance and Response Program for

Employees. EAP administered program to assist employees

involved with a traumatic event.

CDC: Centers for Disease Control and Prevention - is an

agency of the United States Department of Health and

Human Services.

CFR: Code of Federal Regulations - is the publication of

the general and permanent rules and regulations published

in the Federal Register by the executive departments and

agencies of the Federal Government of the United States.

CMC: Crew Management Center.

CNOC: Consolidated National Operations Center.

Code 1000: Designates that Amtrak has received a

Non-Specific Bomb Threat by a caller or letter that

merely states there is a bomb on a train or in a station,

but gives no specific details.

Code 2000: Designates that Amtrak has received a

Specific Bomb Threat by a caller or letter that provides

a combination of specific information about a bomb or

explosive device.

Code 3000: Designates that Amtrak has discovered a

device or suspected explosive device.

Cold Car: Term used for a passenger car that has been

stripped of some or all of the required supplies rendering

the car unfit for service. The car would need to be

restocked before entering service.

Conductor: Is in charge of the train.

Conductor Delivery System: Tickets for passengers

boarding at downline stations are pre-printed by a ticket

office, and then handed to the Conductor who delivers

the tickets to the boarding passenger once identification

has been provided.

Service Standards Manual No. 6

Consist: The combination of railroad cars and locomotives,

which together comprise a particular train.

Control Center: Train Dispatcher’s office.

COTS: Conductor’s/Asst. Conductor’s On Board Ticket

Stock - used for creating a ticket and a passenger receipt

on-board the train.

CPR: Cardiopulmonary Resuscitation - is an emergency

medical procedure for a victim of cardiac arrest.

CSQS: Customer Service Quality Supervisor.

CST: Central Standard Time.

DA: Deadhead Available - Deadhead equipment listed

on the Train Manifest as “No Defects” that may be used

in revenue service after the Conductor contacts CNOC.

Deadhead: A railroad employee being compensated by

the Railroad (applies to both Amtrak and other Railroad

employees) while riding to or from a crew assignment,

but not in service on-board the train. Employees travel-

ing on business or pleasure are not deadheading.

Detrain: To exit from a train.

Double Spot: When the train is longer than the length of

the platform and multiple stops are necessary to board

and detrain passengers.

Down Time: Scheduled off-duty time.

DS: Deadhead Shop - Deadhead equipment listed on the

Train Manifest as “Deadhead Shopped” or “Deadhead Bad

Ordered” are not to be used in revenue service.

DST: Daylight Saving Time.

EAP: Employee Assistance Program - programs intended

to help employees deal with personal problems that might

adversely impact their work performance, health and

well-being.

EEV: Emergency Exchange Voucher - a voucher issued

by Station personnel to provide employees, that have

been relieved from service pending an investigation,

transportation back to their assigned crew base.

EIC: Employee in Charge. (See LSA)

Definitions & Abbreviations

EMS: Emergency Medical Service - to provide treatment

to those in need of urgent medical care, with the goal of

either satisfactorily treating the problem, or arranging

for timely removal of the patient to the next point of

definitive care.

En Route: On the way, from point to point.

En Suite: Opening the partition between two bedrooms to

create a larger room or suite.

Engine: Term used to describe a railroad locomotive.

EO: Exclusive Occupancy.

EOT: (1) Term used to mean “end-of-trip” or (2) End-of-

Train device (EOT) is a device that transmits brake pipe

pressure to the lead unit (head end locomotive). A two-way

EOT is capable of receiving a transmission from the lead

unit to open the brake pipe and put the train into an

emergency stop.

EPA: Environmental Protection Agency - is an agency of

the federal government of the United States charged

with protecting human health and with safeguarding the

natural environment: air, water and land.

EST: Eastern Standard Time.

Exadigm: The name of the handheld card terminal used

by the LSA to accept and verify credit and debit card

payment for items purchased in Food Service Cars.

FDA: United States Food & Drug Administration.

FIFO: The procedure used to rotate items/stock according

to expiration date. (First In, First Out)

Float: A cart used to move checked baggage and express

packages within the station and station platform. (Also

called a Baggage Cart or Baggage Float)

FO: (See Focus On)

Focus On: An Amtrak document used to highlight and

re-emphasize existing Train Service, On-Board Service or

Station Service Employee policies or procedures that are

misunderstood or being disregarded by a significant

number of employees. Employees are required to read

and understand FOs but are not required to have them

Service Standards Manual No. 6

in their possession while on duty.

FRA: Federal Railroad Administration - a division of the

U.S. Department of Transportation that promotes rail

transportation safety.

FSN: Food Service Notice - an Amtrak document used to

inform OBS employees of food, beverage and menu

related changes. Employees are required to read and

understand FSNs but are not required to have them in

their possession while on duty.

FS: Food Specialist.

GFI or GFCI: Ground-Fault Circuit Interrupter - a special

electrical receptacle or outlet that can stop electrical

power within milliseconds as a safety precaution.

Grab Iron: A hand rail attached to railroad cars and

locomotives used to assist passengers or crew members.

HBV: Hepatitis B Virus.

HEP: Head End Power - electrical current that is sup-

plied via cables attached between the locomotive (power

source) and passenger cars. (Amtrak uses 480 volts, AC)

High Ball: A term used by the Conductor to indicated

to the Engineer to proceed at maximum authorized

speed. (Origin - A “High Ball” was a type of signal used

on early railroads to control train movements. When the

track was clear ahead, the station agent would hoist the

“ball” to the top of the wooden pole (via a rope and pulley

system). The ball being high on the pole, “High Ball”,

indicated to the Engineer that the train could proceed.)

HIV: Human immunodeficiency virus.

Host Railroad and Amtrak Joint Security Procedures:

Procedure to follow when confirmation of a detonation

of an explosive device has occurred.

Hot Box: Excessive friction causing the wheel axle

bearing to overheat. (Origin - Early railroad cars had oil

lubricated friction axle bearings. The axle bearing “Box”

(Journal Box) held the oil that lubricated the axle bearing.

When an axle bearing would overheat, the axle bearing

“Box” (Journal Box) would become hot. Don’t touch the

bearing box because it is a “Hot Box”).

HR: Human Resources Department (Personnel

Definitions & Abbreviations

Department)

HVAC: Heating, Ventilation and Air-Conditioning.

IC: Switches the Public Address System to an Intercom

System.

Identification (ID) - Acceptable Forms of: The following are

deemed acceptable forms of identification (ID) for per-

sons who appear to be 18 years or older:

• One piece of original, current photo identification

issued by a government authority, or

• Two pieces of original, current identification, at

least one of which is a non-photo ID issued by a

government authority.

Immediate Assistance: Wording used on the train’s

intercom system or the radio to alert the train crew that

“Help” is needed. After “Immediate Assistance” is

spoken, the location that the help is needed normally

follows. (Example - “Immediate Assistance is needed in

the fourth car from the locomotive, Coach 21055”)

Jumper Cable: Cable used to neutralize the difference

in electrical current between electrically-powered trains

on adjacent tracks.

Layover: The time spent in a turn around city before

reporting back to work.

LOA: Leave Of Absence.

Loading Number: Changeable, four-digit numbers locat-

ed on passenger cars near the end doors, used to identify

cars for passenger boarding purposes. Loading numbers

are shown in the manifest.

LSA: Lead Service Attendant - is responsible for the

operation of Food Service Cars. The title of Steward and

Employee-in-Charge (EIC) have been classified as LSA

to reflect common usage.

Manifest: Report that displays the number of passengers

riding on a specific date and includes other pertinent

information.

MAP-21A: “Record of Defect and Repair - MAP 21A”

(NRPC 2775) - form used by any on-train crew member to

record defects needing repair on equipment or components.

MARC: Maryland Area Regional Commuter - a 187-mile

Service Standards Manual No. 6

commuter rail system, providing service on three lines,

between Washington, DC and Baltimore, MD; Washington,

DC and Perryville, MD; and Washington, DC and

Martinsburg, WV.

Mark Off or Marking Off: Reporting as “not available”

for duty.

Mark Up or Marking Up: Reporting as “available” for duty.

Metrolink: Los Angeles-based commuter rail agency

operating a 512 route-mile network covering six counties

throughout the Los Angeles region.

MP: Mile Post - posts or markers spaced in one (1) mile

increments trackside, having the amount of miles indicated

from a specific starting point.

MST: Mountain Standard Time

National Railroad Passenger Corporation: Created by

Congress in 1970 to take over the passenger rail services

previously required to be operated by private freight

railroad companies in the United States. (See Amtrak)

NEC: Northeast Corridor - Amtrak owns and operates

363 miles of the 457-mile Northeast Corridor (NEC)

between Washington and Boston.

No Show: A passenger who does not board the train

for which he or she held reservations, causing the

accommodation or seat to remain empty.

NRPC: National Railroad Passenger Corporation. (See

National Railroad Passenger Corporation)

OBF: On-Board Fare - the fare charged for a ticket

on-board the train.

OBS: On-Board Services.

OH: On Hand.

On The Board: Employee does not hold a regular position

and is on a list of employees organized by craft and seniority,

contacted by crew callers to fill position vacancies.

ORB: Operation RedBlock - a labor-developed, company

adopted drug and alcohol prevention and intervention

program.

OSA: Operations Standards Advisory - an Amtrak

document used to inform Train Service, On-Board

Service and Station Service Employees of job related

information that has a defined time limit and does not

Definitions & Abbreviations

permanently change any policies or procedures in the

Service Standards: Manual for Train Service and On-Board

Service Employee. OSAs are not used to review or reiterate

current policies or procedures. Employees are required to

read and understand OSAs but are not required to have

them in their possession while on duty.

OSHA: Occupational Safety & Health Administration -

an agency of the United States Department of Labor

created by Congress. Its mission is to prevent work-related

injuries, illnesses, and deaths by issuing and enforcing

rules (called standards) for workplace safety and health.

OSU: Operations Standards Update - an Amtrak document

used to inform Train Service and On-Board Service

Employees of policy or procedural changes to the Service

Standards: Manual for Train Service and On-Board Service

Employee. Employees are required to read and understand

active OSUs and are required to have all of them in their

possession while on duty. (Active OSUs are OSUs that

have been issued but not included in the current printed

Service Standards: Manual for Train Service and On-Board

Service Employees.)

OTC: Over the Counter - term used to describe medicine

that is available without a prescription.

OTP: On-Time Performance - measurement of train

arrival times.

PA: Public Address system.

Packet (Sales Report Envelopes): Term used to

describe OBS envelope used to submit the “end-of-trip”

paperwork. The following envelopes are used to submit

OBS paperwork: Dining Car Report (NRPC131),

Café/Lounge Food & Beverage Sales Reports (NRPC

695), First Class/Club Car Food & Beverage Sales

Reports (NRPC 3275) or the POS Trains Food &

Beverage Sales Reports (NRPC 3276)

Panic Box: Used to describe improvised service when a

Food Service Car is placed out-of-service or removed

from the train.

Pantograph: A device located on top of electric engines,

which collects power from the overhead contact wire by

means of a sliding contact shoe.

PAR: The quantity of items provided to a Food Service,

Sleeping or Coach Car initially. The quantity of items is

adjusted based upon ridership and on-time performance

Service Standards Manual No. 6

variables.

PNR: Passenger Name Record.

Policy Resource Booklet: An Amtrak document comprised

of corporate policies and employee programs. Employees

are required to read and understand the policies contained

within the Policy Resource Booklet but are not required

to have the booklet in their possession while on duty.

POS: Point of Sale.

Pouch (Train Collections Pouch): Term used to describe the

Train Earning Reports Envelope (NRPC 158), which is

used by the Conductor to submit paperwork.

PPE: Personal Protective Equipment. (e.g. safety glasses,

gloves, etc.)

PPO: Pre-Paid Order - used by groups to pay for food

purchases in advance.

PREPARE: Passenger Railroad Emergency Preparedness

and Response Education - this course prepares employees

with onboard train responsibilities for the actions to be

taken in the event of an unforeseen emergency.

PST: Pacific Standard Time.

PTT: Paperless Time Ticket.

Quiet Car: A car within the train consist that requires that

occupants, both passengers and crew members, to be

quiet. This means refraining from loud conversations and

cell phone usage. All electronic devices that emit sound

must be silenced or used with earpieces or headphones.

The PA is to be on in the Quiet Car for safety and station

announcements.

RRB: (1) Railroad Business mail or (2) Railroad

Retirement Board - an agency of the United States

government created in the 1930s, which established a

retirement benefit program for the country's railroad

workers.

Right Care Day One: (See TDP)

RR: Railroad.

RSCC: Reservation Sales Call Center.

RTS: Returned to Stock.

SA: Service Attendant - serves food and beverages to

Dining Car passengers.

Definitions & Abbreviations

SAP: A database software program used by Amtrak to

maintain employee information. SAP stands for Systems

Applications and Products in Data Processing.

Service Standards: Manual for Train Service and On-Board

Service Employees: An Amtrak document containing the

policies and procedures that must be followed by all

Train Service and On-Board Service employees. All Train

Service and On-Board Service employees must have an

up-to-date version in their possession while on duty.

(Up-to-date version is defined as the current printed

Service Standards: Manual for Train Service and On-Board

Service Employees and all of the active OSUs that have

been issued but not included in the current printed Service

Standards: Manual for Train Service and On-Board

Service Employees.)

Siding: Track adjacent to mainline track where one train

waits while another passes, also a track on which to store

or service railcars.

SIR: a web-based stored information retrieval system

maintained by the Revenue Operations Group of Amtrak’s

Finance Department. The information in the system is a

by-product of the Train Earnings, Conductor Sales, Food &

Beverage Sales and Station Sales Support Document

processes performed by the Finance Department’s El Paso,

TX location.

SOM: Action code to request a train manifest in Arrow.

Spotting: The stopping of a car or train at a specific

location for the purpose of boarding and detraining

passengers.

SSM: (See Service Standards: Manual for Train Service

and On-Board Service Employees)

SSR: Special Service Request - Request for special assis-

tance or service by a passenger that appears on the mani-

fest. Special request codes are as follows:

• ENST - On-board en suite room request

• HCPS - Disabled seating request

• KSML - Kosher meal request

• LIFT

- Wheelchair lift at station is required

• LOWR - Lower level seating required (Superliner)

• MAAS - Meet & assist at train side

• MAXO - Maximum occupancy exceeded in sleeping

car accommodations

• MEDA - Passenger has medical condition

• OXYG - Passenger will be traveling with oxygen

Service Standards Manual No. 6

• REFG - Ice & container requested to chill medicine

or food

• SEAT - Special seating other than lower level

• SMLS - At-seat/in-room meals requested

• SPML - Special meal other than kosher

• VIPP

- Very important passenger

• WCHR - Wheelchair

• OTHS - All other types of requests

Standee: A passenger who purchases a ticket for a

particular class of service but is unable to find a seat in

that class of service. A standee is not a passenger who

chooses not to sit in a vacant seat because of its location

(backwards, etc).

STARS: Station Ticket and Reservation System - used by

Ticket Agents to access train information and generate

passenger tickets. (Interfaces with Arrow system)

Step Box: A metal “step” which is placed on the ground

to assist passengers in boarding and detraining.

Stewards: (See LSA)

Swing: Employee detrains short of train’s destination

for the purpose of boarding another train going in the

opposite direction. Primarily used to supplement Dining

Car staff.

Switcher: Locomotive used for switching or positioning

railroad cars.

Switching: Moving of railroad cars from one place to

another within a terminal or yard.

T&E: Train & Engine - designation for the group consisting

of Conductors, Assistant Conductors and Engineers.

TA: Technical Advisory - an official Amtrak document that

informs and instructs employees during the implementation

and training phases of specific electronic device programs.

(i.e. Conductor Credit Card Device; E-Ticketing; Passenger

Information Display System (PIDS); Point of Sale (POS)

and other electronic device programs) Employees are

required to read and understand TAs but are not required

to have them in their possession while on duty.

TA: Train Attendant - assists passengers in either Coach

or Sleeping Cars.

TAC: Train Attendant - Coach

Definitions & Abbreviations

TASC: Train Attendant - Sleeping Car

TDP: Amtrak’s Transitional Duty Program - a program

wherein employees who have sustained on-the-job

injuries (and have temporary restrictions) are placed in

alternative jobs within the company or are placed with

local non-profit agencies (charities).

TDRS: Transportation Department Review System - a

web-based employee observation and record system.

Ticket: Officially issued document that allows admission

to the train for passage between certain stations.

Ticket Lift: The initial collection of tickets by the

Conductor.

Ticket Sweep: When the operating crew checks the

ticket receipt of every passenger aboard the train to

ensure the collection of all revenue tickets.

Transfer Bridge: A bridge designed for placement in

the vestibules of trains on adjacent tracks providing a

walkway across the gap between the trains.

Triple Spot: (See Double Spot)

TS: Train Status - on-time status of any currently running

train, status history of a recently run train, or reasons for

delay on a recently run train.

TSA: Transportation Security Administration - is a

component of the Department of Homeland Security

and is responsible for security of the nation's transportation

systems.

Upstairs Order: To-Go food service provided by the TA

to Sleeping Car and Coach passengers.

VRE: Virginia Railway Express - operates passenger trains

on an 89 route-mile system connecting Washington, DC with

Fredericksburg and Manassas, Virginia.

Working Fund: Monies issued to the Lead Service

Attendant assigned to a Lounge/Café, Cart or Dining

Car for the purpose of providing “change” to passengers

making purchase or for en route emergency food and

beverage purchases.

Service Standards Manual No. 6

This chapter has four sections.

• Section 1 - Safety (page 1-5) outlines the responsi-

bilities of employees related to their personal safety,

the safety of co-workers and of our passengers.

• Section 2 - Passenger Train Emergency Preparedness

(page 1-37) outlines in detail the responsibilities and

procedures to be used for a Derailment, Trespasser

Strike, Grade Crossing Accident, Service Disruption,

En Route Termination of Train, Fire, Emergency

Evacuation or Transfer of passengers and other related

train emergencies.

• Section 3 - Terrorist Activity (page 1-83) outlines the

appropriate response to Bomb Threats, Chemical,

Biological and Radiological threats.

• Section 4 - Law Enforcement Issues (page 1-97)

outlines the appropriate way to respond to

Transporting Prisoners, Law Enforcement Officers

and Firearms and Weapons.

Introduction

The safety and security of employees and passengers is

paramount. Everyone expects a safe, secure and injury

free environment while on Amtrak’s property or trains.

Both employees and passengers have a responsibility to

be aware of their surroundings and report any unsafe or

suspicious situation requiring immediate attention.

Safety and security instructions have been prepared to

identify potentially hazardous situations and inform

employees how to prevent personal injuries to themselves,

co-workers and passengers.

All safety and security instructions, notices and updates

must be followed at all times. If you do not understand any

safety or security instructions or are not sure of the safest

course of action to follow for a particular circumstance, ask

your supervisor for an interpretation and/or a clarification

on how to correctly handle the situation. You are responsible

for understanding all of the requirements of your job and

the possible hazards that could occur.

Service Standards Manual No. 6

1-1

Introduction

It is a requirement of every Amtrak employee to perform

his or her duties in a safe manner. This section of the

chapter outlines the required work practices, instructions

and methods to avoid injury.

A. Safety Instructions for all Employees

1. All Employees

Must comply with and are expected to understand

all Corporate Safety and Security Notices,

Updates and Bulletins.

2. Train Service Employees

Must comply with and are expected to understand

the safety instructions contained within the

“Safety Instructions for Train and Engine

Employees” (AMT-5).

3. On-Board Service Employees

Must comply with and are expected to understand

the safety instructions contained within this

chapter under section B. “Safety Instructions for

On-Board Service Employees”.

Safety Instructions for On-Board

Service Employees

The following Safety Instructions contain the basic

safety and work practices that apply to your job.

Your commitment to the spirit of the Safety

Instructions, in each work situation, will affect your

safety and that of your co-workers and our passengers.

It is not possible to cover all of the safety hazards

you may encounter. However, in applying the Safety

Instructions and principles outlined in this chapter,

unsafe acts can be avoided and your safety assured.

Most personal injuries are caused by unsafe acts.

By reducing unsafe acts, injuries can and will be

prevented. Every employee must make regular

assessments of their work habits and the work habits

of co-workers to assure compliance with the Safety

Instructions. Immediately report and/or correct

unsafe acts as they occur.

During the daily Job Briefing employees must

review, discuss and understand the Safety Instruction

as indicated by the Safety Calendar.

Service Standards Manual No. 6

1-5

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 1