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

Introduction

All Amtrak trains and facilities are subject to FDA rules

and inspections. The FDA is authorized to board Amtrak

trains and/or enter Amtrak facilities to perform

inspections, either announced or unannounced, to

check for compliance with federal interstate food

and sanitation regulations.

In accordance with Amtrak’s Comprehensive Sanitation

Plan, specific guidelines and standards of cleanliness

have been issued for our public facilities, the workplace

and rolling stock. Amtrak Conductors must follow all

applicable instructions, guidelines and standards issued

by the corporation as outlined in this chapter.

A. Food Service Cars

General Instructions

Employees with communicable diseases are not

permitted to work in any capacity that involves

handling food. Signs of communicable diseases

include, but are not limited to, open sores, infected

cuts or wounds, boils, rashes or other skin infections,

runny nose, coughing, sneezing or other respiratory

infections, jaundice (yellowing of skin or eyes),

diarrhea, fever and vomiting.

b) Employees’ fingernails should be clean, well

manicured and short (1/8 inch from the tip of

your finger). Chefs and Food Specialists may not

use nail polish.

Chefs and Food Specialists must remove watches

or other jewelry from their hands and arms during

food preparation; one plain ring may be worn.

d) Food handling employees must wear proper

uniforms, including effective hair/beard restraints

(where required), at all times during food

preparation.

Employees must maintain a sufficient number of

clean uniforms.

Work tools, including thermometers and chlorine

test strips must be maintained and used as

required for food preparation and sanitation.

To reduce the potential for food contamination,

people other than food service employees should

not enter food service areas (kitchens, pantries

and café/lounge counters) unless absolutely

necessary.

Service Standards Manual No. 6

3-1

h) The only food and beverage items to be sold or

given to Amtrak passengers are food and beverage

items authorized and paid for by Amtrak.

i) Food service workers must not use any form of

tobacco in food preparation areas.

j) A food service car may be dispatched as a

non-food service coach to be used for seating.

Refrigerators/Freezers

a) All refrigerators must maintain an ambient

temperature between 33º and 40º F.

b) All freezers must maintain a temperature of 0º F

or below.

Refrigerator/Freezer Failures

When all refrigerators and freezers cannot

maintain proper temperatures, Food Service

Cars may not be dispatched unless only menu

items not requiring refrigerators or freezers are

stocked and served.

b) When partial refrigerators and/or freezers

cannot maintain proper temperatures, crew base

management will determine if the available

functioning refrigerator and/or freezer storage

capacity is adequate to store all required poten-

tially hazardous food items. If adequate storage

capacity is available with the remaining functioning

units, which can properly maintain temperature,

the car can be dispatched. Only menu food items

that can be properly refrigerated and/or frozen

should be stocked and served. (Example: If all

freezers on a car are not maintaining proper

temperature, frozen menu items should not be

stocked. Only the refrigerated menu items would

be stocked and served on the train.) Defective

refrigerators and/or freezers on a dispatched car

will be tagged and the endpoint notified.

En Route Refrigerator/Freezer Failures

a) If a refrigerator or freezer malfunctions en route

(units are not maintaining approved temperatures),

it is the Conductor’s responsibility to assist the

LSA with determining whether or not food service

can continue using the following guidelines:

• If the freezer malfunctions but the capacity of

3-2

FDA Rules & Inspections

the refrigerator permits transfer of freezer

items with no change in quality, then food service

should continue.

• If the freezer malfunctions, the freezer cannot

be used as a refrigerator.

• In the case of total refrigeration failure, only

non-refrigerated and frozen foods can be

served (e.g. potato chips, candy bars, peanuts or

pre-plated frozen entrees).

b) If a refrigerator or freezer malfunctions en route

(units are not maintaining approved temperatures),

notify CNOC Mechanical Desk at (800) 424-0217

ext. 2082/2083, (302) 683-2082/2083 or ATS

734-2082/2083.

Emergency Food Provisioning For Trains

(The following information is from the Amtrak Public

Health Bulletin 1-96 issued January 16, 1996.

If possible, first use the food on-board the train,

or purchase food that can be prepared on the

train (e.g., pans of frozen lasagna, etc.).

b) When selecting a food vendor, a national chain is

preferred (e.g. Kentucky Fried Chicken, Burger

King, McDonalds, etc.).

When contacting a food vendor, several questions

must be asked, and affirmative answers must be

received for all. Is the vendor:

• in an approved status with the local/state

health agencies?

• capable of producing the quantity needed in a

short time?

• capable of delivering it to the train in a short

time (45 minutes or less), or capable of holding

the food either at 41º F or below, or 140º F or

above, during transportation if it takes longer

than 45 minutes to deliver?

• capable of cooking and handling food consistent

with the FDA food code?

d) Amtrak must assure that the food is served or

discarded within four hours from the time that it is

removed from temperature control. No leftovers

may be saved. Whatever food is unused must be

discarded.

Service Standards Manual No. 6

3-3

Dishwashing Machines

a) Dishwashing machines must pass a 160ºF

thermolabel heat test. If thermolabel is not

available, the final rinse thermometer must

b) If the sanitizing cycle is not hot enough to turn

the thermolabel black (less than 160ºF at plate

surface) follow these steps.

• The dishwashing machine can be used to wash

and rinse the plates, pans, glassware, etc.

• Washed and rinsed items must be removed

from the dishwasher and placed in a sanitizing

solution consisting of chlorine bleach (100ppm)

in warm water (80-100ºF) that is made in one

of the three compartment sinks. Use test strips

to check the chlorine bleach solution level.

• Sanitized items must be air dry before storing

or using.

If a total failure of the dishwashing machine

(will not wash, rinse or sanitize) follow these steps.

• Set up the 3 compartment sink with hot soapy

wash water (110-120ºF) made with a manual

dish detergent in far left sink, warm and clean

rinse water (80-100ºF) in middle sink and a

sanitizing solution consisting of chlorine bleach

(100ppm) in warm water (80-100ºF) in the far

right sink.

• Scrape, presoak and sort items.

• Wash items in the left sink, transfer and

submerge to rinse in the middle sink and then

completely submerge items in sanitizing solution

for at least two minutes in the right sink.

• Sanitized items must be placed on dish racks

and air dry before storing or using.

d) During a dishwasher machine failure, use of “paper

and plastic” plates, bowls, utensils, etc. can be

utilized to minimize the amount of dishwashing

required at each meal service with the permission

of OBS supervision.

• Permission to use “paper and plastic” will only

be granted if there is a business demand that

cannot be met with the manual washing process.

• Three compartment sink process must be used

to wash, rinse and sanitize kitchen items such

as hotel pans, pots, etc.

3-4

FDA Rules & Inspections

e) Cleaning procedures for dishwashing machines.

• Drain the dishwashing machine according to

machine instructions. (On Heritage equipment,

remove the scrap basket, wash and rinse.)

• Remove large particulate matter.

• Scrub interior with brush and detergent solution.

• Rinse.

• Wipe dry.

• Clean dishwasher racks.

Toilet Facilities and Hand Washing Equipment Failures

a) Superliner Equipment

Superliner equipment may not be dispatched

when more than one public and/or hand washing

facility is non-functional. The toilet and hand

washing facility provided within bedrooms are

not considered public facilities.

b) Amfleet, Heritage and Horizon Equipment

This equipment may not be dispatched unless all

public toilets and hand washing facilities are fully

functional. The toilet and hand washing facility

provided within the bedrooms and roomettes are

not considered public facilities.

c) En Route Toilet Facility Failure

If toilet facilities become non-functional en route,

the facility must be locked to prohibit passenger

usage. Post the authorized “This Restroom is

Out Of Service” sign on the door until repairs

can be made. (Refer to Chapter 10 “On-Board

Announcements and Signage”) Defective toilet

facilities must be recorded on the “Record of Defect

and Repair - MAP 21A” (NRPC 2775) form.

Cardboard Trash Containers

Cardboard trash containers are delivered to the train

by the Catering Vendor as part of the train’s PAR

or by the Mechanical Department, depending upon

local procedure. Amtrak employees working in the

Dining Car, Lounge Car, Sleeping Car or Coaches

are responsible for assembling the containers and

lids. The employee is to insert a plastic liner in the

container. Once assembled, place the lid on the

container and position the required number of trash

containers in the areas summarized in the Cardboard

Trash Container Location Chart.

Service Standards Manual No. 6

3-5

Cardboard Trash Container Locations

Single Level Equipment

Superliner Equipment

Crew/Dorm Car

Vestibule near the electrical locker (one)

Lower level in the vestibule (one)

Lower level in the crew area (one)

Lounge Car

Superliner Lounge

Accessible restroom (one)

Lower level service counter (one)

Garment bag area (one)

Lower level electrical locker area (two)

Upper level Lounge Car, in the center

and at each end (three)

Coach

Accessible restroom (one)

Upper level between the stairwell and

Garment bag area (one)

water fountain (one)

Lower level series cars 34000 in the seating

area across from the luggage rack (one)

Lower level in the vestibule (one)

Lower level in the women’s Lounge (one)

Dining Car

Chef’s work area (one)

Pantry area (one)

Sleeping Car

Vestibule area (one)

9. Trash Handling Locations

Trash bags are to be tied off at 75% of full capacity by

the OBS crew. Bags are to be set off, not thrown off,

at approved trash handling locations only. It is the

responsibility of the train crew to monitor the

amount of accumulated trash and notify the LSA

when trash bags need to be removed.

All trash liners are to be replaced once the container

is 75% filled, or if soiled or damage while en route (at

stations that can facilitate trash removal). Additionally,

employees are to discard all trash containers at the

end of the trip per facility instructions.

3-6

FDA Rules & Inspections

Approved Trash Handling Locations by Divisions

Central Division

Mid-Atlantic Division

Northeast Division

Carbondale, IL

Harrisburg, PA

Albany/Rensselaer, NY

Chicago, IL

Newport News, VA

Buffalo-Depew, NY

Denver, CO

Pittsburgh, PA

(Also emergency watering)

Galesburg, IL

Richmond, VA

Montreal, Canada

Grand Junction, CO

Washington, DC

Niagara Falls, NY

Grand Rapids, MI

Penn Station, NY

Kansas City, MO

Portland, ME

Memphis, TN

Rutland, VT

Milwaukee, WI

Springfield, MA

Minneapolis/St. Paul, MN

St. Albans, VT

Minot, ND

Toronto, Canada

Omaha, NE

Pontiac, MI

Port Huron, MI

Quincy, IL

St. Louis, MO

Toledo, OH

Pacific Division

Southern Division

Southwest Division

Havre, MT

Atlanta, GA

Albuquerque, NM

Klamath Falls, OR

Charlotte, NC

Flagstaff, AZ

Oakland, CA

Florence, SC

Ft Worth, TX

Portland. OR

Jacksonville, FL

Houston, TX

Reno, NV

Lorton, VA

LaJunta, CO

Sacramento, CA

Meridian, MS

Los Angeles, CA

Salt Lake City, UT

Miami, FL

Oklahoma City, TX

Seattle, WA

New Orleans, LA

San Antonio, TX

Sparks, NV

Raleigh, NC

San Diego, CA

Spokane, WA

Sanford, FL

San Luis Obisop, CA

Whitefish, MT

Savannah, GA

Tucson, AZ

10. Car Watering

Amtrak ensures that uncontaminated potable

(drinkable) water is dispensed from each watering

facility. Employees involved with watering cars must

receive the required training regarding proper car

watering procedures.

During the watering process:

• Never drag the hose nozzle on the ground.

• Only use hoses labeled “potable” from approved

Amtrak watering locations.

• Flush the hose for two (2) minutes.

• Flush out the car connection.

• When finished, empty out hoses and make sure

the end cap is over the nozzle.

• Be sure the nozzle is stored at least 18” above

ground and that it is pointing down.

Service Standards Manual No. 6

3-7

11.

Rodent And Insect Infestation

Amtrak has a comprehensive sanitation plan in

place with independent exterminating contractors

providing pest control services. To control rodents

actively, three things must occur:

• Keep areas, especially floors, clean of debris.

• Extermination services must be used on a

routine basis.

• Rodent entry accesses must be prevented.

b) Signs of Rodent Infestation

Employees must know how to identify the signs

of infestation. Even with comprehensive control

efforts in place, rodents or evidence of rodent

activity may be noted occasionally while a train is

en route. (Additional information concerning en

route rodent sightings can be found in the

ARROW system under G/POL/PHB/P57-59.)

• Rodent Droppings - Mouse droppings (feces)

are about the size of a grain of rice (1/4” long)

and will take on the color of whatever has

been eaten. (Generally, mouse droppings are

brown but if a crayon (a favorite food) is eaten,

their droppings will turn the color of the crayon.)

• Gnawing - Chewed boxes, packaging and food.

• Nesting - Mice require a warm, soft area to

nest and can make a nest out of almost anything

(e.g., pillows, headrest covers and chewed up

newspapers).

• Reproduction - A mouse can reproduce as

often as every six weeks, with as many as 10

mice to a litter.

Reporting Rodent And Insect Infestation

When rodent and/or insect sightings (cockroaches,

spiders, flies, ants, bed bugs and other common

insects) occur, the following steps must be taken:

• Contact CNOC Mechanical Desk at

(800) 424-0217 ext. 2082/2083,

(302) 683-2082/2083 or ATS 734-2082/2083.

(The CNOC Mechanical Desk will arrange for

the pest control treatment of car and will contact

CNOC Operations Customer Service Desk to help

with re-accommodating displaced passengers.)

• Provide name of person reporting the sighting

and a contact phone number.

• Details of sighting (mice/insect) and where

sighted if possible.

3-8

FDA Rules & Inspections

• Car number and date.

• Train number/facility name and location.

d) Removing Cars From Service

•

If evidence of bed bugs, rodents or rodent

activity is noted on a car prior to departure of

the initial terminal, the car should be removed

from service and treated by the contracted pest

control vendor.

•

If bed bug activity is discovered or suspected

en route, the infected car must be quarantined

with passengers being re-accommodated.

(Nothing should be removed from the car (e.g.

sheets, blankets, pillows, etc.), except the passengers

personal possessions.)

•

Cars on which evidence of rodent activity is

noted en route do not necessarily need to be

taken out of service. (However, such may be

justifiable in certain cases, (e.g., multiple

“sightings” or complaints by passengers) if

in the judgment of the train crew the rodent

activity is considered hazardous to the

passengers or crew.)

•

Food Service Cars should only be taken out of

service if rodent activity is noted in the food

preparation areas (e.g., behind the counter,

or if food is partly consumed by rodents or

contaminated with rodent droppings).

FDA Inspections

When an FDA inspector conducts an inspection

on-board a train or at one of Amtrak’s facilities, the

FDA inspectors should be shown every courtesy during

the inspection and be provided safe unrestricted

access to Amtrak’s facilities and rolling stock.

Inspection Notification

When an FDA inspector boards a train, it is the

Conductor’s responsibility to ensure that the

highest-ranking responsible Amtrak manager at the

nearest location be notified immediately. This can be

done by contacting CNOC at (800) 424-0217, which

in turn will notify the appropriate Division.

A responsible Amtrak representative, preferably the

highest level at that location, with familiarity of the

applicable FDA regulations, shall accompany the

Service Standards Manual No. 6

3-9

inspector at all times. In the case of on-board

inspections, this person should be the Conductor

or manager, if available.

All Amtrak personnel should be responsive and

provide honest and thoughtful answers to all inquiries.

Make it clear to the FDA inspector that if there are

any problems identified, Amtrak will do everything

reasonable to remedy the problems.

Inspection Procedures

The Conductor must accompany the inspector

(unless a responsible Amtrak Manager is available).

Ideally, management representatives will meet

the train when an FDA inspection occurs. A copy

of the inspection report will be given to the ranking

Amtrak employee at the completion of the

inspection. The individual who accompanies the

FDA inspector must immediately prepare a brief

written summary of the inspection indicating:

• Who was there (employees, inspectors).

• What areas were inspected (Cafe Car,

refrigeration, toilets, etc.).

• When and where the inspection occurred

(date, train number, time).

• This report, along with all original documents

received from the FDA, must be immediately

turned over to local management upon arrival.

b) Using good interpersonal skills is especially

important during an FDA inspection.

Every effort must be made to be honest,

cooperative and courteous.

d) Other types of behaviors that will lead to

constructive outcomes are as follows:

• Use clear and specific language.

• Be responsive.

• Use active listening skills and pay attention to

words, tone of voice and body language.

• Clarify unclear communications before going

further (this will minimize the chance of

misunderstandings).

• Be cooperative and provide appropriate

assistance.

Common Sanitation Principles

Amtrak is committed to serving safe, quality food to

our passengers in a clean and sanitary environment.

The following definitions explain common sanitation

3-10

FDA Rules & Inspections

principles that are fundamental to meeting Amtrak

and FDA regulations.

Critical Violations, as defined by FDA regulations,

are more likely than other violations to result in

food contamination or food-borne illness.

b) Sanitation - Sanitation is the formulation and

application of measures designed to protect

public health. Amtrak is required to follow those

rules and regulations approved and monitored by

the FDA. Typically, on a day-to-day basis, sanitation

means maintaining cleanliness and controlling

undesirable variables (such as odors) and the

associated microorganisms.

Bacteria - Bacteria can be useful to mankind, but

there are bacteria, which produce diseases in

humans, animals and plants. As these bacteria

grow, they produce harmful poisons and toxins,

which can cause serious illness even though their

initial presence is not easily detected.

d) Food-Borne Illness - Food-borne illness is the

result of eating food that has been contaminated

by harmful bacteria or chemicals. If someone gets

sick aboard our trains after eating or drinking a

food product, the illness most likely was caused

by the spread and growth of bacteria due to

cross-contamination and mishandling. However,

the illness could have been the result of any food

consumed up to 72 hours prior to the occurrence

of symptoms. In the case of suspected food-borne

illness, it is the Conductor’s responsibility to help

assess the situation and call for medical help if

necessary. Do not be judgmental about the incident;

develop the facts, (e.g., personal food was consumed

on-board, alcoholic beverages, medications, etc.). As

with any serious medical situation, notify CNOC

at (800) 424-0217 and complete the necessary

“Employee Injury/Illness Report” (NRPC 260)

or “Non-Employee Injury/Illness Report”

(NRPC 3116).

Personal Hygiene - The most common cause of

contamination is the mishandling of food by people.

Therefore, the best way to eliminate contamination

is by ensuring everyone practices good personal

hygiene. This includes hand washing before

handling food, after smoking, using the toilet or

urinal, collecting tickets, doing paperwork, or

whenever hands become dirty or contaminated.

Never use the hand sink for food preparation,

Service Standards Manual No. 6

3-11

chilling food/beverages or for washing food

equipment or utensils. Only trained and qualified

employees are allowed in food preparation areas.

All other employees are prohibited.

Clean Uniforms - Train crew duties often cause

uniforms to become soiled or dirty. Dirty uniforms

may contaminate surfaces or re-contaminate

skin or hands, even after washing. To reduce

contamination, employees should not enter food

service areas (kitchens, pantries and cafe/lounge

counters) unless absolutely necessary.

Personal Food - The storage of personal food

items in refrigerators or freezers is prohibited

because personal food and/or containers may be

contaminated. Train crews must never request

that personal and/or passenger food items be

stored in any refrigerator or freezer. Passengers

requesting the storage of items, such as insulin

and baby formula, are also prohibited. Ice buckets, a

freezer bag of ice (available from the kitchen) or

a glass of ice can be provided to keep medications

chilled.

h) Smoking - Smoking is always prohibited in all

food service and preparation areas. Harmful

bacteria are easily transferred from your mouth

to your hands when smoking. Your responsibility

is to assure that you observe this restriction and

monitor crew members and passengers alike.

Potentially Hazardous Foods

Potentially hazardous foods are foods that require

a specific controlled temperature to prevent the

growth of infectious micro-organisms. (e.g., meat,

seafood, dairy products, etc.).

The safe temperature thresholds of potentially

hazardous foods are summarized as follows:

a) Internal temperature of cold foods must be 41ºF

or below.

b) Internal temperature of hot foods must be held at

140ºF or above.

c) No cooking, warming or thawing of potentially

hazardous foods (e.g., meat, fish, dairy products)

in steam tables or holding drawers.

d) Cooking temperatures required:

• Rare Roast Beef = 130ºF

• Pork and Ground Beef = 155ºF

• Beef, Fish and Eggs = 145ºF

• Poultry = 165º

3-12

FDA Rules & Inspections

Temperature Monitoring Reports

The following reports are to be used to record

refrigeration boxes and internal food temperatures

on all trains. It is mandatory that the Temperature

Monitoring Reports be submitted in the appropriate

Food and Beverage Sales Reports Envelope

immediately following the completion of each trip.

a) Instructions for the “LSA Temperature Monitoring

Report” (NRPC 3220) (Refer to Figure 3-1)

•

The “LSA Temperature Monitoring Report”

(NRPC 3220) is to be used by LSA’s in all Food

Service Cars, including Dining Cars, (except

Amtrak Cascades, Capitol Corridor, San Joaquin

and Pacific Surfliner trains which used approved

alternate systems) to monitor the temperature of

refrigeration boxes and internal food temperature

of test items.Chefs will continue to use NRPC 2908.

•

The monitoring of temperatures of both

refrigeration boxes and internal food (test yogurt)

are to be performed and documented in a timely,

legible and accurate manner.

•

All thermometers must be calibrated before each

trip to ensure accuracy.

•

The following procedure is to be followed to

properly complete this form.

Section A: Train/LSA Information - Enter

Train#, Car #, current date and LSA’s full name.

Section B: Initial Temperature Check -

Complete this section upon delivery of stock

from catering.

Section C: Reporting/Opening - Upon reporting

to the food service car, each refrigeration (including

freezers) box temperature should be taken and

recorded on the first line of this section. The

remaining lines of this section are completed

(including internal food temp) during subsequent

openings of each day.

Section D: Enroute Monitoring - Approximately

4 hours after recording the temps in section C, the

next set of temps of each box and internal food are

taken and recorded on the first line. Subsequent

testing is performed about every four hours and

recorded on the remaining lines of this section.

Section E: Closing - When the food car is closing

for the night or before arrival at the terminal, a

final check of temps of each box and internal

food are done and recorded.

Service Standards Manual No. 6

3-13

Section F: Sanitizing Solution Check - Sanitizer

must be checked with a test strip upon making

or receiving the solution in red buckets or spray

bottles. Spray bottles must be checked daily and

recorded here. Red buckets must be checked and

recorded after each solution is made.

• For trips under 4 hours, one opening, one enroute

(at midpoint), and one closing temperature check

of refrig boxes and internal food is made and

documentation of same is required.

Figure 3-1 - “LSA Temperature Monitoring Report” (NRPC 3220)

3-14

FDA Rules & Inspections

b) “Enroute Monitoring Report” (NRPC 2908) is

used by Chefs. (Refer to Figure 3-2)

Figure 3-2 - “Enroute Monitoring Report” (NRPC 2908)

6. Additional Information

Further information regarding Amtrak Public Health

Standards and Compliance can be found in the:

• Amtrak Public Health Standards (separate

stand-alone volume).

• individual Division Sanitation Plan.

• Amtrak Public Health Bulletins (available

through Crew Bases).

• current edition of the FDA Food Code.

Service Standards Manual No. 6

3-15

Introduction

This chapter covers the Carry-On Baggage Policy,

Checked Baggage Policy and the Parcel Check Policy at

Stations. Safety rules related to the lifting, storage and

movement of luggage are outline in Chapter 1 “Safety

& Security”, Section 1 “Safety”. Train Service employee

responsibilities related to baggage are outlined in

Chapter 6 “Crew Functions & Responsibilities”.

Amtrak does not assume liability for carry-on baggage,

only checked baggage. Passenger baggage must be handled

with care whenever it is moved, transported or transferred.

When assisting passengers with heavy luggage, employees

must stay focused on their personal safety, exercising care

and following proper safety procedures to avoid injury.

OBS and Train Service employees must check their

assigned cars frequently, looking for unsafe situations and

conditions resulting from the improper storage of carry-on

articles. Corrective action must be taken to avoid potential

injury or inconvenience on the part of the passenger.

OBS and Train Service employees will be relied upon to

assist passengers at un-staffed stations during train

arrivals and departures.

A. Carry-On Baggage

Carry-On Baggage Policy Requirements

a) Carry-on luggage is limited to two (2) pieces per

passenger.

b) Carry-on luggage may not exceed 50 lb/23kg per

unit.

c) Carry-on luggage must not exceed 28"x 22"x 14",

the dimensions of a moderate-sized Pullman

suitcase per unit.

d) If a single carry-on bag is larger than the acceptable

per unit dimensions of 28"x 22"x 14", however

if in the employee’s judgment the total volume

of the bag does not exceed the space that would

be occupied by two Pullman suitcases of the

prescribed size, then the passenger may be

permitted to carry the bag on-board.

e) Items that do not apply to the two (2) piece

carry-on limit are as follows:

• Purses

• Briefcases

• Laptop cases

• Small daytime backpacks

Service Standards Manual No. 6

4-1

• Cosmetics cases

• Infant paraphernalia (such as car seats, diaper

bags, strollers)

• Equipment required for a customer’s medical

condition (e.g., oxygen breathing device, etc.)

• Folding bikes

f) Employees should direct passengers to stow smaller

items under seats, when practicable, leaving the

overhead and lower level luggage racks for the

larger items.

g) Pacific Surfliner overhead luggage racks can only

accommodate carry-on items that are 11 inches

or less in size.

Carry-On Baggage Identification Tags Requirements

All carry-on baggage must be visibly tagged with

the name and address of the person traveling

with the baggage.

b) Customers failing to comply with the baggage

identification standard must not be permitted to

board trains.

Passengers may use their own personal identifica-

tion tags, or obtain pre-printed Amtrak “Baggage

Identification Tags” (NRPC 347) available at station

ticket offices or on-board trains from a member of

the train crew. (Refer to Figure 4.1)

d) OBS and Train Service employees must maintain

a supply of the pre-printed Amtrak “Baggage

Identification Tags” (NRPC 347), which are

available at crew base locations. (Refer to Figure 4.1)

OBS and Train Service employees must be vigilant

to ensure that all carry-on baggage is properly

tagged (such as briefcases etc).

Items that do not apply to the two (2) piece

carry-on limit are not required to have

identification tags.

Figure 4-1 “Baggage Identification Tag” (NRPC 347)

4-2

Baggage Handling

Carry-On Baggage “Canadian Customs Tag” (NRPC

3088) Requirements

a) The “Canadian Customs Tag” (NRPC 3088) is

to be used on Adirondack and Maple Leaf trains

entering Canada. (Refer to Figure 4-2.)

b) Conductors must make the Canadian Customs

Tag Announcement to inform passengers that all

carry-on items crossing the US/Canadian border

into Canada on the Adirondack and Maple Leaf

must be tagged with a completed “Canadian

Customs Tag” (NRPC 3088) which includes the

passenger’s name and citizenship. (Refer to Chapter

10 “On-Board Announcements & Signage”)

c) Carry-on items are defined as:

• Handbags

• Purses

• Briefcases

• Baby Bags

• Baby Strollers

• Baby Car Seats

• Backpacks

• Duffle Bags

• Suitcases

• Camera Bags

• Plastic or Paper Bags

• Boxes

• Other containers not identified in this list

d) The “Canadian Customs Tag” (NRPC 3088) may

be affixed to carry-on items using the attached

elastic string or as a sticker by pealing off the

entire top of the tag.

e) The small tag number sticker in the lower right-

hand corner of the tag must be removed and

affixed to the back of the passenger’s ticket receipt.

f) All on-train crewmembers must carry a sufficient

supply of “Canadian Customs Tag” (NRPC

3088) to meet demand.

g) Conductors and Assistant Conductors are the only

on-train crewmembers allowed to affix tags to

carry-on items.

h) The “Canadian Customs Tag” (NRPC 3088) is

not a substitute for baggage identification tags.

Luggage identifications tags (passenger or Amtrak

supplied) must be attached to luggage as defined

in Chapter 4 “Baggage Handling”, Section A2

“Carry-On Baggage Identification Tags

Requirements”.

Service Standards Manual No. 6

4-3

Figure 4-2 “Canadian Customs Tag” (NRPC 3088)

Continental Airlines Passengers

Carry-on luggage limits will not apply to Continental

Airlines “involuntary rerouted” passengers.

Military Passengers on Active Duty

Passengers traveling under Military travel orders

are exempt from baggage size, weight and quantity

limitations. Obtain assistance from another employee

or possibly the military person in order to load or

unload baggage with weight over 50 lb/23 kg.

Excess Baggage

a) In cases where passengers arrive at trainside with

carry-on baggage that clearly exceeds the permitted

amount, OBS and Train Service employees must

not permit the passenger(s) to board the train

with the excess luggage.

b) Passengers exceeding the carry-on baggage limits,

traveling between points where checked baggage

service is available, should be instructed to check

their excess luggage.

• It is important that instances where passengers

are not permitted to board trains due to excess

luggage be handled with tact and professionalism.

• It should be explained to those passengers

that Amtrak security standards have been

implemented placing limits on the size, weight

and amount of luggage that can be brought

on-board the train.

• Alternative options should be offered at

staffed stations, where practicable.

Firearms or Weapons Carried On-Board

Firearms, ammunition and/or other weapons,

whether or not packaged (assembled or disassembled),

4-4

Baggage Handling

are prohibited in carry-on baggage or on the person

at all times, even if the person has a permit to carry.

The only exception is if the person is a “qualified

active law enforcement officer” as defined in

Chapter 1 “Safety & Security”, Section 4 “Law

Enforcement Issues”.

Folding Bicycles

Folding bicycles may be brought aboard passenger

cars as carry-on baggage. Only true folding bicycles

(bicycles specifically designed to fold up into a compact

assembly) are acceptable and must be able to fold

into a size no greater than 34" x 15" x 48".

Generally, folding bicycles have small wheels and

frame latches allowing the frame to be collapsed.

Regular bicycles of any size, with or without wheels,

are not considered folding bicycles, and may not be

stored aboard the train as a carry-on folding bicycles.

Folding bicycles must be folded before boarding the

train and will not count against the two-baggage

carry-on limit. Folding bicycles can only be stored in

luggage storage areas at the end of the car (or, in

Superliners, on the lower level). Folding bicycles

cannot be in stored in overhead luggage racks,

vestibules or in reserved (ticketed) bicycle racks.

Full Size Bicycles and Surfboards

a) Pacific Surfliner Trains 550-599 and 750-799

Passengers are permitted to bring bicycles and

surfboards on-board. Trains 798-799 operating

with Horizon equipment are not equipped with

bicycle racks. When Pacific Surfliner equipment

is substituted with Horizon or Superliner

equipment, neither bicycles nor surfboards are

accepted on this equipment (advance notice is

often not provided).

Conditions of travel:

• Reservations not required (first come, first serve).

• No charge.

• Passenger must place bicycle in the self-service

racks.

• Six bicycle racks are available per train (two

cars with three racks each).

• No tandem bikes allowed.

• Surfboards must be in a carrying case and no

longer than 7 feet.

Service Standards Manual No. 6

4-5

b) Capitol Corridor Trains 520-549 and 720-749 and

San Joaquin Trains 701-717

Passengers are permitted to bring bicycles

on-board.

Conditions of travel:

• Reservations not required (first come, first

serve).

• No charge.

• Passenger must place bicycle in the self-service

rack on the lower level.

• Each car holds only three bicycles. If the racks

are filled, the passenger must go back to the

platform and board another car.

• Bicycles ARE NEVER to be stored in the

open area designated for wheelchairs.

California Thruway Buses 3000 to 6999

Unboxed bicycles may be placed in the storage

bin under the buses connecting with Capitol

Corridor or San Joaquin trains.

• Passengers assume the risk - Amtrak has no

liability.

• No tandem bikes allowed.

d) Amtrak Cascades Trains 500-517

Passengers are permitted to bring bicycles on-board

if placed in special racks located in the Talgo

trainset Baggage Car. (If trains 510 and 517 are

operating with Superliner equipment, bicycle

racks will not be available.)

Conditions of travel:

• Reservations are required.

• Passenger must be ticketed for the same train.

• Passenger will load and off load bicycles at the

Baggage Car. They may use their own locking

device (if he or she chooses).

• If the Talgo equipment is not operating, bicycles

must ONLY be handled as checked baggage.

e) Downeaster Trains 680-697

Unboxed bicycles are permitted in the baggage

compartment of the Cab Car.

Conditions of travel:

• Reservations are required.

• There is a $5.00 charge for the bicycle.

• Bicycles will be placed in the baggage

compartment of the Cab Car.

4-6

Baggage Handling

f) Heartland Flyer Trains 821-822

This train operates with Superliner equipment.

Bicycles are not permitted on-board the train.

g) Illinois/Missouri Service Trains 300-series

Passengers are permitted to bring full sized

bicycles on-board the following trains:

• Chicago - Quincy

• Chicago - Carbondale (Does not include the

City of New Orleans)

• Chicago - St. Louis (Does not include the

Texas Eagle)

• St. Louis - Kansas City

Conditions of travel:

• Reservations are required.

• Passengers are required to remove the front

tire and use a bungee cord to secure the wheel

to the frame.

• Passengers are required to load and off load

the bicycle.

• Passengers are required to place the bicycle in

the overhead rack.

h) Piedmont Trains 73-74

Passengers are permitted to bring bicycles on-board.

Conditions of travel:

• Reservations are required.

• Bicycle reservations must be on the same train

the passenger is traveling.

• There is no charge for bicycles.

• Bicycles do not need to be boxed.

• Station agent is to place a checked baggage

tag on the bicycle, even if the destination is an

unstaffed station.

• Bicycles are placed in the Baggage Car by an

employee.

• There are six bicycle slots per train.

• At the passenger’s destination, bicycles are

given to the passenger when their claim check

is presented at the Baggage Car.

Checked Baggage

Checked Baggage Policy Requirements

a) Passengers are permitted to check up to three (3)

pieces (suitcase, truck, garment bag, etc) per

persons at no charge.

Service Standards Manual No. 6

4-7

b) Segways and Hoyer Lifts that are checked, are

exempt from additional charges.

c) In addition to the three (3) pieces of baggage at

no charge, passengers are permitted to check an

additional three (3) pieces of baggage for $10.00

each. Additional baggage must be sent by

Amtrak Express.

Firearms in Checked Baggage

On December 15, 2010, Public Law 111-117

permitted passengers to check unloaded firearms

and ammunition on Amtrak trains within the United

States that offer checked baggage service. This

law does not apply to Amtrak trains to Canada or

Thruway Bus Services that provide checked baggage.

Under no circumstances is a non-law enforcement

passenger or employee permitted to carry firearms

or ammunition on-board Amtrak trains either on

their persons or in carry-on baggage. (Refer to

chapter 1, section 4 “Law Enforcement Issues”,

letter B. “Firearms and Weapons On-Board Trains”)

The Conductor/Assistant Conductor will be

responsible for overseeing checked baggage and

the loading/unloading of long gun cases (rifles and

shotguns) from the designated secure on-board

firearms storage area located within the train or

Baggage Car until relieved en route (crew transfer

point) or arrival at final destination.

a) Checked Baggage Containing Handguns/Starter

Pistols/Ammunition - All Trains Except Pacific

Surfliner and San Joaquin.

• Firearm case(s) or ammunition that are

contained inside checked baggage will follow

normal handling procedures for checked

baggage and must not be segregated from

other baggage for that train or transported

in a secured transport float.

• After the baggage leaves the origin city, there

should be no knowledge conveyed that

firearms/ammunition exists in this baggage.

b) Checked Baggage Containing Handguns/Starter

Pistols/Ammunition - Pacific Surfliner and San

Joaquin.

4-8

Baggage Handling

• Once Amtrak takes possession of checked

baggage containing handgun cases or

ammunition, it must be secured at all times.

• Checked baggage containing handgun cases or

ammunition must be transported to and from

the station in a secured firearms float.

• Load/unload the checked baggage containing

handgun case(s) and/or ammunition transferring

them to/from the secured firearms storage area

on the train.

• Baggage Agents may load/unload checked

baggage containing handgun cases or

ammunition but must not load/unload long

gun cases without notifying the train crew.

Stations have been provided with number 102

switch lock keys that can open the secured

on-board firearms storage area.

• The origin station must contact the destination

station via telephone to notify employees of

the incoming handgun cases or ammunition in

checked baggage.

Long Gun Cases - All Trains

• Once Amtrak takes possession of a long gun

case (rifles and shotguns), it must be secured at

all times.

• Secured on-board firearms storage areas can

only accommodate a maximum of six (6) long

gun cases.

• Station baggage personnel will transport long

gun cases to/from trains in a secured baggage

float.

• Station baggage personnel will load/unload the

long gun case(s) from the secured baggage

float transferring case(s) to/from the

Conductor/Assistant Conductor.

• The Conductor/Assistant Conductor will be

responsible for loading/unloading long gun

case(s) to/from the secure on-board firearms

storage area provided on the train. The locks

on the secured storage cabinets can be unlocked

with a number 102 switch lock key.

d) Train Manifest

The train manifest will be used to track which

long gun case(s) have been loaded and unloaded

from the train.

Service Standards Manual No. 6

4-9

•

Long gun case(s) reservations are noted after

the special service request section in the train

manifest.

•

Conductors/Assistant Conductors are required

to legibly print their initials on the appropriate

line verifying the long gun case(s) that have

been loaded or unloaded at the station.

•

At the completion of the trip, or when a crew

is relieved in route (crew transfer point), the

manifest page containing the long gun case

tracking information must be removed from

the manifest and placed in the “Train Earnings

Reports Envelope” (NRPC 158).

•

The relieving crew is responsible for comparing

the original manifest page in the “Trains

Earnings Reports Envelope” (NRPC 158) with

the actual long gun case(s) on-board the train.

•

If long gun case(s) continue to be loaded and

unloaded, the relieving crew will document by

printing their initials on the original manifest

page contained in the “Trains Earnings

Reports Envelope” (NRPC 158).

•

If new long gun cases have been listed on the

relieving crew’s train manifest, printed initials

will be placed next to the newly listed guns

with this page of the manifest being included

with the original manifest gun case tracking

page in the “Trains Earnings Reports

Envelope” (NRPC 158).

e) Station employees have been provided with

number 102 switch lock keys, but will not open a

secure on-board firearms storage area unless they

have made multiple attempts to contact the crew.

f) Station employees can load/unload long gun

cases if the Conductor/Assistant Conductor is

unable to work the Baggage Car or designated

secure on-board firearms storage area.

• Station employees will load/unload long gun cases.

• Station employees must contact the Conductor/

Assistant Conductor with the number of long

gun cases that are loaded/unloaded.

• Conductor/Assistant Conductor must inventory

the firearms storage area updating the manifest

whenever long gun cases are loaded or

unloaded.

4-10

Baggage Handling

g) In cases where the station employee does not

meet the train at arrival, the Conductor/Assistant

Conductor is to remain at the Baggage Car until

the firearms are released to the station personnel.

h) When firearms discussions take place face-to-face

or over the radio between employees in the

presence of passengers, employees should refrain

from mentioning firearms. The discussion should

be communicated in this manner: “One item was

removed from the secured area in the Baggage

Car” or “Two items have been added to the

secured area on the train”.

i) Unaccompanied minors may check unloaded

firearms and/or ammunition in accordance with

normal firearms handling procedures.

j) Employee pass riders traveling on their personal

passes in a non-duty, non-travel status (vacation,

personal leave, rest days, etc.) may check firearms

under the same policies as for revenue passengers.

Firearms in Checked Baggage - Unusual Circumstances

a) Recording of Delays Caused by Checked

Baggage Firearms:

Delays caused by or related to unloading firearms

or ammunition in checked baggage should be

coded "HLD". They will be considered a type of

Passenger-and-Baggage Delay. The explanation

for any such delays must begin with the word

"FIREARM" so the delay can be easily

distinguished from other types of "HLD" delays.

The word "FIREARM" may either be used

as the first word in the delay explanation, or

be a stand-alone word before the rest of the

explanation.

b) Passenger Removal

• If a passenger is removed from the train and

has checked baggage, the Conductor must

contact CNOC (302) 683-2299 with the

passenger’s travel reservation number and

the baggage tag numbers before releasing

the checked baggage to the passenger.

• CNOC will be able to identify if the passenger

has a firearm or ammunition in their checked

baggage.

• The baggage tag or manifest will identify if a

long gun is on-board.

Service Standards Manual No. 6

4-11

•

Under no circumstances will checked baggage

involving a firearm be released to the sole

custody of the passenger that is being

involuntarily removed from the train.

•

The Conductor must advise responding police

that the passenger is transporting firearms.

•

The Conductor and police will determine if:

• the police will take possession of the

firearms.

• the station where the passenger is removed

will take possession of the firearms, provided

that the station can handle checked firearms.

• the firearms will remain on-board the train

to the ticketed destination station.

•

If the firearms or ammunition in checked

baggage are not taken off the train with the

passenger, the checked firearms or ammunitions

should remain on the train to the station that

it was checked. The checked firearms or

ammunition will be handled as outlined in

section 3.e “Missing, Mishandled or Delayed

Firearms”, but the passenger will not be

eligible for reimbursement expenses.

•

The Conductor must notify CNOC

(302) 683-2299 of the status of the firearm(s).

•

CNOC will record the status of the firearm(s)

in the “Ticket” field of the “Remarks” section

of the PNR.

Derailment

• During a derailment situation, the Conductor

will need to provide first responders with the

quantity and location of on-board firearms.

• The train manifest will list any long gun

cases onboard the train.

• Contact CNOC (302) 683-2299 to determine

checked baggage containing firearms.

• Emergency crews should be the only ones

permitted near the car containing the secured

on-board firearms storage area if the car is

on fire.

• If the passengers are taken to a shelter, the

checked firearms and ammunition should be

stored in a separate secured area. If a passenger

needs other items out of the suitcase that

contains firearms and ammunition, they should

be permitted to remove those items and then

4-12

Baggage Handling

return the baggage with the checked firearms

and ammunition to the secured area.

d) Service Disruptions - Bussing

• If train service is interrupted and the passen-

gers have to be bussed, all firearms must be

loaded in the storage bins under the bus.

• No firearms in checked baggage may be

loaded in the passenger areas of the bus.

• Long gun cases should be loaded together

in the same storage bin, but other baggage

can also be loaded in this bin.

• The storage bin containing long gun cases

should be locked if possible.

• Contact CNOC (302) 683-2299 to determine

checked baggage containing firearms.

• An Amtrak employee does not need to ride

with the bus.

• If an Amtrak employee does not accompany

the bus, the bus driver can become Amtrak’s

representative.

• When the bus arrives at its final destination, an

Amtrak agent must take charge of the luggage

- especially the long gun cases. The destination

station would have received a notice that long

gun cases were coming and should prepare for

the arrival of the bus with the secure firearms

float if possible.

• If the bus is being utilized to reconnect to rail

service at an intermediate point, the transfer

station must be notified by the Amtrak

employee in charge at the station the bus was

dispatched from, of any firearms that must be

handled. The intermediate station should use

the secure firearms float to transport long gun

cases from the bus to the train.

• Checked hand guns and ammunition may

continue to ride anonymously as long as

checked baggage is not placed in the passenger

area of the bus.

• If a bus company refuses to accept firearms,

allow the passengers to travel along with any

checked luggage that does not contain

firearms. Alternate transportation will need to

be arranged to carry the firearms.

• In situations where Amtrak will be providing

prolonged bus operations to replace rail service,

Service Standards Manual No. 6

4-13

firearms and ammunition in checked baggage

must continue to be accepted if checked

baggage service is being offered. If checked

baggage service is suspended, firearms and

ammunition in checked baggage service can

also be suspended.

e) Blanked or Shopped Car

•

If a car containing a secured on-board firearms

storage area is blanked or shopped in route,

firearms must be moved to a secured locked

bathroom or other lockable area within the car.

•

Firearms contain within checked baggage cannot

be stored in the same car that passengers occupy

unless the firearms are in a secured locked

bathroom or other lockable area within the car.

Contact CNOC (302) 683-2299 to determine

which checked baggage containing firearms.

•

If a Coach Car is provided to replace a

Baggage Car.

• The Coach Car should be locked when long

gun case(s) are being transported within the

car.

• If the Coach Car cannot be locked, all long

gun cases must be secured separately in a

locked bathroom or other lockable area

within the car.

• If there is no lockable space in the car, all

long gun cases must be transported in the

next available Baggage Car. The Conductor

can use the manifest to determine which

passengers are transporting long gun cases

and notify them that the next available

Baggage Car will be transporting their

firearms.

• Handgun cases and ammunition contained

inside checked baggage may be transported

in an unlocked Coach Car not occupied by

passengers.

•

Contact CNOC (302) 683-2299 to determine

checked baggage containing firearms.

Missing, Mishandled or Delayed

Firearms/Ammunition

Station employees will use the follow steps

when handling missing, mishandled or delayed

firearms/ammunition.

4-14

Baggage Handling

•

Verify the passenger has a firearms checked

baggage receipt.

•

If the firearm is a long gun case, check with the

station agent to determine if an alert was sent

through the Arrow system notifying the destination

station that a long gun case is being stored inside

the secured storage cabinet of the incoming

train’s Baggage Car that should be offloaded.

•

If long gun case(s) do not arrive on the same

scheduled train that the passenger is riding, the

Baggage Agent must contact the origin station at

the first opportunity to confirm that the long gun

case(s) was loaded on the train.

•

Check with the Conductor if it’s a long gun case

to ensure the firearm was removed from the

storage locker.

•

Baggage that is mishandled or misconnected during

a passenger’s trip resulting in a delay of baggage

containing firearm case(s) and/or ammunition,

Amtrak will ship the firearm case(s)/ammunition

to the departure or destination station at the

passenger’s discretion.

•

At no time will Amtrak ship the firearm

case(s)/ammunition using other means of

transportation other than Amtrak’s checked

baggage service.

•

The passenger will be required to pickup their

firearm case(s)/ammunition at the designated

station and will be reimbursed for their

expenses.

•

Passengers will be reimbursed up to 200 miles

round trip at the current rate per mile

allowance.

•

The maximum for transportation costs other

than the passenger’s personal vehicle is $100.

•

Receipts are required from the passenger and

should be reimbursed through an EEV.

•

For mileage, the passenger should provide the

address of where they are staying.

•

Costs in excess of the above mentioned limits

must be approved by the District Manager.

•

Misrouted firearm case(s) are not to be

delivered by employees, taxis or any other

courier services.

Service Standards Manual No. 6

4-15

• If unsuccessful in locating the item, Amtrak

Police must be notified at (800) 331-0008 to

respond and initiate a lost or stolen property

report. Once the Amtrak Police have been

notified call CNOC’s 24-Hour Operations

Customer Services Desk (302) 683-2299.

Checked Baggage To or From Canada

• Passengers crossing the border must be on the

same train as their checked baggage.

• Unaccompanied baggage will be turned back at

the border.

• Each piece of baggage must have an identification

tag and be unlocked to allow Boarder Patrol

inspections.

• Firearms and ammunition are not allowed in

checked baggage on trains going to Canada.

Prohibited Checked Baggage Items

The following items must not be accepted as checked

baggage:

•

Animals

•

Books (applies to boxes or containers of books)

•

Phonograph records, tapes, etc.

•

Cameras and photographic accessories

•

Controlled or illegal substances

•

Electronic equipment (TVs, computers, video

games, etc.)

•

Dangerous or hazardous items (fireworks,

flammable items, radioactive materials, etc.)

•

Fishing poles not in containers

•

Fragile articles (antiques, art work, etc.)

•

Hand trucks

•

Household goods (appliances, china, clocks,

furniture, hooded hair dryers, sewing machines,

silverware, etc.)

•

Liquids (including toiletries such as perfumes)

•

Medications and prescriptions

•

Motorized vehicles and engines

•

Office equipment (calculators, typewriters, etc.)

•

Perishable items (food, plants, etc.)

•

Sailboards with masts

•

Tennis rackets

•

Tools and tool boxes

•

Tow-bars, trailer hitches, etc.

•

Valuable items (credit cards, coin or stamp

4-16

Baggage Handling

collections, gems and minerals, irreplaceable

papers and manuscripts, jewelry, stock certificates,

watches, etc.)

• Weapons other than handguns, firearms and

ammunition

• Any other oversized or overweight item, or an item

unsuitably packed or too fragile to withstand normal

handling

Unsuitable Containers

Containers which are too fragile (paper or plastic

bags), unable to withstand cold (plastic containers),

have exposed hooks which can damage other baggage,

or woven items which can be easily pierced are not

to be accepted as checked baggage.

Wheelchairs, Scooters and Segway

Personal Transporters

There are occasions when disabled passengers will

chose to check a mobility device, such as a battery

operated wheelchair or scooter. A passenger may

bring a lighter weight device on the train while

checking the heavier more cumbersome battery

operated unit.

Wheelchairs and Scooters

a) The following wheelchairs and scooters are

allowed in checked baggage:

• Non-motorized wheelchairs are accepted at all

baggage stations.

• Four-wheel wheelchairs with only the two large

wheels powered.

• Three wheel powered scooters (i.e., Rascals)

which should be dismantled by the customer

to the extent possible and palletized for

protection enroute.

b) Wheelchairs and scooters with all four wheels

battery powered cannot be accepted in checked

baggage.

c) Battery powered wheelchairs and scooters can be

checked as baggage, if the following applies to

both origin and destination:

• The station has high level platforms or,

• The station has a low level platform and is

equipped with either a forklift or wheelchair lift

Service Standards Manual No. 6

4-17

(unit cannot weigh more than 600 lbs in total)

or,

• The station has a low level platform and is

served by Superliner Coach-Baggage Cars with

an on-board ramp.

Segway Personal Transporters

The Segway Personal Transporter does not qualify as

a mobility assistance device.

Segway Personal Transporters can only be transported

as checked baggage and must be boxed for the unit’s

protection (customer to supply box).

Segway Personal Transporters cannot be brought

inside the passenger space of the train due to their

large size and heavy weight, which prevents safe

loading. The Segway’s design also prevents storing or

securing of the unit against undesired movement in

the event of an emergency.

Hoyer Lifts

Hoyer lift can only be transported as checked baggage

and must be boxed for the unit’s protection (customer

to supply box). The Hoyer Lift cannot be brought

inside the passenger space of the train due to the

Hoyer Lifts’ size. In addition, the lift can not be

secured in the body of the car.

The Hoyer Lift is used to lift an individual from on

area to another. An example would be to lift someone

from a motorized chair to a non-motorized chair.

D. Regular Bicycles

Regular bicycles must be checked as baggage in a

box (with handlebars and pedals removed) or other

secure container on trains offering checked baggage.

Regular bicycles will not count against the two-baggage

carry-on limit and must never be transported in the

vestibule of any car. Trains having specially designed

equipment that can safely and securely accommodate

the storage of regular bicycles as checked baggage

without boxes are as follows:

• Amtrak Cascades - six reserved regular bicycle

spots per train

4-18

Baggage Handling

• Piedmont - six reserved regular bicycle spots

per train

• Downeasters - eight reserved regular bicycle

spots per train

• Most Pacific Surfliner Cars - three regular bicycle

spots per car, first come, first serve

•

1st Generation California Cars (Capitol Corridor

and San Joaquin) - three regular bicycle spots

per car, first come, first serve

• Heartland Flyer - up to four regular bicycle spots

per train (depending on consist)

Snowboards, Surfboards, Golf Clubs

and Kayaks

a) Snowboards, surfboards and golf clubs may only

be handled as checked baggage on Amtrak trains

unless they can be safely stowed in the exterior

lockers on Superliner equipment or on-board

equipment that is specifically designed to safely and

securely accommodate the storage of those items

(e.g., surf boards on Capitol Corridor and Pacific

Surfliner trains). Snowboards, surfboards and golf

clubs will not count against the two-baggage

carry-on limit and must never be transported in

the vestibule of any car.

b) Kayaks are only permitted as checked baggage

if they are marked fragile and have an

identification tag.

Ski Equipment

Ski equipment can be handled as checked baggage or as

unchecked baggage (if the ski equipment can be safely

stowed in the exterior lockers on Superliner equipment

or on-board equipment that is specifically designed to

safely and securely accommodate ski equipment) or as

carry-on baggage (as long as the skis and poles are con-

tained in a ski bag that can be secured to the overhead

luggage rack with tie wraps). Ski equipment will not

count against the two-baggage carry-on limit and must

never be transported in the vestibule of any car.

G. Scouting Organizations

Such luggage dimension limits will not apply to

scouting and other organizations that require

backpacks of a specific size. Luggage requirements

Service Standards Manual No. 6

4-19

should be established beforehand whenever practical,

so that appropriate accommodation may be made

for special groups.

H. Parcel Check

Parcel Check service is available at many staffed

stations in the Amtrak system for the temporary

storage of items. There is a charge of $3.00 per item

per 24 hours or fraction ($4.50 in NYP) thereof.

I. Pass Riders

Amtrak pass riders have the same restrictions and

coverage as fare paying passengers.

4-20

Baggage Handling

Introduction

While each of us is important to Amtrak’s success, those

providing direct service to our customers have a unique

role. As a front line employee of Amtrak, you create a

deep and lasting impression on our customers. An

employee’s behavior and appearance send clear messages

about how they feel about themselves, their responsibilities

and their company. In turn, our customers form impressions

about Amtrak from its employees - impressions of reliability,

consistency, proficiency and courtesy. An employee’s neat,

polished and professional appearance helps to create a

positive image of Amtrak for the traveling public and is

the first step for providing excellent service. In this chapter,

employees will find uniform and grooming standards

designed to help them present a professional and consistent

appearance.

A. Policy

Uniformed employees are required to abide by all

uniform and grooming standards outlined in this

chapter and/or any other official memo, bulletin,

advisory or other document issued by Amtrak. Any

questions regarding these standards should be directed

towards your immediate supervisor for clarification.

All employees on duty must wear the regulation

uniform as designated by Amtrak. Components for

the uniform can only be ordered through the Amtrak

Uniform Program. It is supervision’s responsibility to

assist employees in complying with the policy and to

enforce as necessary.

You must wear the required uniform components

for your particular job/craft only. Uniform

Coordinators can provide you with specific information.

All components must be issued by the Customer

Services Department and obtained from an approved

Amtrak vendor unless specifically authorized

otherwise (e.g., some special-size items). Each of

you has a responsibility to create a positive image of

yourself and Amtrak when in uniform. The uniform

and grooming standards are designed to enable you

to achieve this goal through a consistent, professional

appearance.

Service Standards Manual No. 6

5-1

Uniform guidelines and grooming standards can

be found in the uniform catalog titled “The

Uniformed Look”, and on Amtrak’s Intranet and

the Customer Services Department Website at:

http://customerservice.amtrak.com

B. Uniform Component Guidelines

Amtrak’s Uniform Program is a component system

that provides employees with a consistent look and

image. Each craft has a Prescribed Uniform using

specific components that are worn year-round.

During certain work situations, weather conditions

or months of the year, specified uniform components

can be added or removed to the prescribed uniform.

Uniform items not specifically mentioned are not

authorized. Uniforms and company accessories are

to be worn only while on duty. Employees, who

commute to and from work by Amtrak or commuter

rail service trains, may wear their uniforms but must

remove all Amtrak accessories.

Train Service Employees

Conductor and Assistant Conductor

a) Prescribed Uniform

The prescribed uniform includes the navy jacket

with or without collar eyelets (collar eyelets

require collar pins), navy pants, plain white long

sleeve shirt/blouse, approved custom red or

blue neckwear and navy pillbox-style hat with

appropriate pewter hat badge. (Refer to Figure 5-1)

b) Uniform Options

The navy vest or sweater is optional, but may not

be worn without the jacket. The vest and sweater

cannot be worn simultaneously. The female long

style vest is not permitted. The white short sleeve

shirt/blouse without epaulets (no longer available

from Amtrak) and the white short sleeve

shirt/blouse with epaulets and slides may be worn

year-round only when covered with the prescribed

jacket. Previously issued navy pleated trousers/slacks

are authorized to be worn. Maternity clothing is

available upon request.

5-2

Uniform and Grooming

c) Seasonal Uniform Options

During the period from May 1 to October 31 or

when there are periods of sustained temperatures

exceeding 80-degrees during the year, Train Service

employees may remove their jacket as long as the

prescribed white long sleeve shirt/blouse or the

white short sleeve shirt/blouse with epaulets and

appropriate slides is worn. The short sleeve shirt/

blouse with epaulets is always worn with the

appropriate slides and is never worn without slides.

When the jacket is removed, the vest, sweater and

short sleeve shirt/blouse without epaulets cannot be

worn. (Refer to Figure 5-2)

Figure 5-1 - Prescribed Uniform for Conductor and Assistant Conductor

Service Standards Manual No. 6

5-3

d) General Uniform Information

All uniform components must be issued by Amtrak,

excluding white short sleeve shirts/ blouses without

epaulets. Blue on blue slides with four hash marks

must only be worn by the employee designated

“Conductor” per the job assignment. Blue on blue

slides without hash marks must only be worn by the

employees designated as “Assistant Conductor” per

the job assignment. Amtrak photo ID must be worn

at all times. Amtrak nametag must be worn on left

breast panel of uniform at all times while on duty.

Figure 5-2 - Correct Seasonal Uniform Option for Conductor and Assistant Conductor

5-4

Uniform and Grooming

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 5