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

a) Information from Delay Reports is used for the

following:

• To quantify and identify the causes of all

delays.

• To determine host railroad and Amtrak

compliance with FRA on-time performance

and delay standards.

• To guide host railroad and Amtrak strategies

for reducing delays.

• To guide infrastructure investment decisions

by Amtrak, host railroads, and State or Federal

government agencies.

• To provide data for reports to Congress and

Federal and State agencies on Amtrak and

host railroad performance.

• To determine performance-incentive payments

to host railroads.

• To record the actual arrival, departure, and/or

passing times at stations and other points.

Delay Reports — How They Are Designed

Delay Report Design - Delay Report forms are

designed so that the Conductor can compare the

train’s actual point-to-point running times against

the optimum running times between stations

(called “Pure Running Time”), and the actual

station times against designated station dwell

time, in minutes. If actual times are greater than

the amount of time allowed, delay has occurred

and must be accounted for.

b) Calculation of Time Lost - The “Calculation of

Time Lost” section of the Delay Report form is the

Conductor’s personal worksheet for determining

whether or not the train has lost any time, and

therefore whether delay must be reported. This

section of the form MUST be completed.

Station Dwell - The station dwell times pre-printed

on Delay Report forms represent the allowed

dwell time at each station. Where both arrival

and departure times are shown for a station in

public or Arrow System schedules, the designated

time on the Delay Report form represents that

amount of time, in minutes.

d) Public Schedule - Public schedule times may

also be shown on the Delay Report, but only as

a reminder. Public-schedule times should NOT be

used as a basis against which to figure delays

(except for Initial Terminal Delay, which is

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Policies & Procedures

explained below). This is because all public

schedules contain extra time, called “Recovery

Time”, to help the train maintain or “recover”

to its schedule in the event of delay.

Lateness vs. Delay

a) Lateness of a train as compared to the public

schedule is not itself a delay, but is instead the result

of delays exceeding the available recovery time.

• In schedule segments containing recovery time,

reporting only the amount of time lost against

schedule as delay would understate the amount

of delay that actually occurred.

• Delay is the additional time taken at or between

stations, beyond Pure Running Time or

allowed dwell time.

b) Late arrival of a train at an intermediate crew

change point is not itself a delay. It is the result

of delays already encountered by the previous

crew(s), and which should already be accounted

for in their delay reports. However, if a delay

occurs AT the crew change point, it must be

accounted for.

Accuracy of Time

Conductor(s) must use an accurate and reliable watch

equipped with a second hand or readout, and known

to be accurately set, at or prior to the beginning of

each tour of duty.

The Conductor will compare time with other crew

members during the job briefing to assure that they

all have accurate time to the second. Phone numbers

ATS 729-4116, 777-4000 and toll-free (866) 493-5252

are a direct dial-in to correct-time recording from the

U.S. Naval Observatory in Boulder, CO. All railroad

watches should be set for local time to the second,

based on the time provided by the official time

recording.

Rounding of Times

Arrival, departure or passing times at stations and

other locations designated on the Delay Report will

be rounded down to the previous whole minute if the

event occurs at 30 seconds or less. For example, if a

train arrives at a station at 3:34:23 p.m., it should be

shown as 3:34. If the event occurs at 31 seconds or

greater, it will be rounded up to the next whole minute.

Service Standards Manual No. 6

7-53

• In some cases, this may result in a train shown as

arriving and departing a station at the same

whole-minute time; this is acceptable.

• All arrival and departure times must be entered

using the correct local time zone used in Arrow

or public schedules.

Train Origin Date

Conductors must always show the Train Origin Date

on the Delay Report. This is always the date the

train was scheduled to depart its initial station, as

shown in the Arrow System (the “TS” schedule). The

actual date of operation over the Conductor’s crew

district must also be shown, if different from the

Train Origin Date.

Initial Terminal Delay; Final Terminal

a) Late Departure - If a train departs late, per public

schedule, from the first station on its route, it has

been delayed, because it should have departed on

time. This is the one instance where public-schedule

time is directly used to calculate delay; the “clock

starts” when the train is due to depart.

• Initial Terminal Delay must be accounted for

on a Delay Report, just like any other delay.

• In the “Between” coding column, Initial

Terminal Delay entries must always reference

the Initial Station, no matter what the specific

location or cause of the delay(s).

• The Specifics-of-Delay column will then be

used to explain those specifics.

b) Temporary Initial Terminal - Sometimes a station

along a train’s route will be temporarily designated

the Initial Terminal in its schedule due to an M of

W project track curfew, rail-line blockage, etc. In

this case, the Conductor must use the train’s

scheduled departure time from the Temporary

Initial Terminal as a basis for calculating the

Initial Terminal Delay.

c) Final Terminal - When the a train arrives at

the last station on its route so that it can begin

discharging passengers, it has fulfilled its schedule.

Events occurring after this time must NOT be

entered on the Delay Report as if they were

delays to that train.

“Waiting-For-Time” or “Killing Time” Delays

a) Wait-For-Time - A train, which exceeds its normal

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Policies & Procedures

dwell at a station because it is waiting for its

scheduled departure time, has incurred a

“Wait-For-Time” delay.

b) Kill-Time - A train, which operates at slower-

than-normal speed into a station to avoid an

early arrival, has incurred a “Kill-Time” delay.

c) Both types of delay must be accounted for, under

delay-code “NOD.”

Delay Report Forms

On the Delay Report forms, each delay must be shown

in the Explanation Of Delays section, in the following

manner (unless otherwise specified on the form):

“BETWEEN” column - for delays occurring

between two stations, enter the three-character

Arrow codes for the nearest two stations on the

route. It does not have to be a station where the

train is scheduled to stop, and “X-coded” (non-

station) locations are also acceptable. For example,

“XOR-CVS” means the delay occurred between

Orange and Charlottesville, VA. For delays

occurring at a station, enter the station code twice.

For example, “RMT-RMT” means the delay

occurred at the station at Rocky Mount, NC. A

single delay entry must never cover a segment in

the “BETWEEN” column which overlaps two or

more Host Railroads. For example, an entry such

as “CHI-SOB” (Chicago Union Station to South

Bend, IN) would not be acceptable because two

Host RR’s are located in the territory: Amtrak

Chicago Terminal (“AM”) from CHI (Union

Station) to XTF (21st Street), and Norfolk

Southern (“NS”) from 21st St. to South Bend.

At least two entries would be required for this delay,

with XTF as the break-point. Use only three-

character Arrow-System location codes in this

column. Mileposts, Control-Point or siding names,

etc., go in the Specifics of the Delay Column.

b) “CODE” - choose the most appropriate three-

letter cause code for each delay. These codes are

listed and explained below. If in doubt about which

delay code to use for a given delay, choose the code

which matches the most-direct cause of the delay.

Also, be sure that the delay code corresponds

with, and is supported by, the explanation.

“MINS” - the total minutes for each delay. Do not

show any symbols such as (‘) or (”) in the “MINS”

blocks; show only the number of minutes. Also, do

Service Standards Manual No. 6

7-55

not show “hours and minutes”, show minutes only.

d) “RR” - two-letter Railroad code (codes are listed

below) - this is the railroad on which the train

was operating, or was entering, when the delay

occurred, regardless of whom or what caused the

delay. (Exception: See section on “Detoured

Train” below.) Railroad codes are listed below.

Also, at some specific locations where trains may

operate over a very short segment of a railroad

which is different from the primary Host Railroad’s

line, Conductors may be instructed to code delays

for the main Host Railroad.)

“SPECIFICS OF THE DELAY” - Briefly and

clearly describe every delay. Milepost(s) and

Control Point, interlocking or siding names can

be shown here. For other trains which cause

delay, those trains’ engine numbers with railroad

initials, and/or train number or symbol, and type

of train involved (e.g., local frt., lite engine, psgr,

commuter, etc.), should be entered if known.

Specific locations must be shown for all signal,

train-meet, and routing delays. Milepost locations

and MPH speeds must be shown for slow order

(“DSR”) delays. Signal delays involving Stop

Signals must specifically note the name or aspect.

Delays known to be heat or cold orders must be

labeled as such. Mechanical delays must note the

engine or car number (E/__ or C/__) involved. For

crossover delays, the location and the track numbers

of the route must be shown; for example, “X/O, 1 to

2 at Abex.” The delay explanation must always

conform to, support, and explain, the delay code

used. Do not cite operating rule, special instruction,

or operating-bulletin items by number alone,

without additional explanation. A list of

abbreviations which may be used to save space

in the “Specifics” column are listed below. These

are NOT to be used as Delay Codes.

10.

Examples of Abbreviations for Specifics-of-Delay

Explanations

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Policies & Procedures

Examples of Abbreviations for Specifics-of-Delay

Explanations

(These are NOT Delay Codes. To be used ONLY in the Specifics-of-Delay section).

Abb.

Stands for:

& or +

“and”

“at” or “at the rate of”

a/c

“account of” or “due to”

A.C.

air conditioning

Appro.

Approach, as in “Approach Signal”

Ar. or Arr.

arrive

B/O

bad-ordered

Bgge

baggage

C & I

Customs and Immigration (do not confuse this with the delay code “CUI”)

Cdr.

Conductor

Clr.

Clear, as in “Diverging Clear” or “Medium Clear” signal

C/O

“Cut-Out” or “Change-out”

Controlled Point (Also may be used for “Canadian Pacific Railroad.”)

defect detector

DED

dragging equipment detector

D.I.B.

delayed in block

Draw

drawbridge/movable bridge

Dp.

depart

DS or Dispr.

Train Dispatcher

Dvrg.

diverging, as in “Diverging Clear”, “Diverging Approach,” etc

E., N., S.,

east, north, south or west

or W.

EMS or

Emergency Medical Service; Emergency Medical Technician (s)

EMT

Eng

engine

Engr

Engineer

E.E./W.E.

east end/west end

Frt

freight

Frmn

(MofW) Foreman

HBD

hot box detector

hcpd

handicapped (passenger)

Hwy.

Highway

H/O or H.O.

heat order

int. or intg.

interlocking

K.T.

“kill time” (wait for sch’d departure time or killing time into a station)

Ltd. Clr.

Limited Clear (signal)

L.O.R.

lost on run (can’t make running time)

Med. Clr.

Medium Clear (signal)

milepost

Service Standards Manual No. 6

7-57

Examples of Abbreviations for Specifics-of-Delay

Explanations (continued)

(These are NOT Delay Codes. To be used ONLY in the Specifics-of-Delay section).

Abb.

Stands for:

M.T.

Main Track

M of E

maintenance of equipment

MW or

maintenance of way

M of W

N. A. R.

no apparent reason

N. F. W.

nothing found wrong

N.E./S.E.

north end/south end

# or No.

number

N/S

temporary speed signs not displayed for this slow order

O.O.S.

out of service

Pax or Psgrs

passengers

Psgr

Passenger (as in “psgr train”)

P & B

passengers and baggage

P/U or P/Up

pick up or picked up

Pvt.

private (as in “pvt. car”)

Rcv.

receive or receiving

Rd.

Road

Rd. Xing

road crossing

R.F.E.

Road Foreman of Engines

R.O.W.

right-of-way

railroad

R. Railer

RoadRailer

S/O or S/R

slow order or speed restriction

S/O (2nd

set out (as in setting out a defective car)

meaning)

Sgl.

signal

St.

Street

Sta.

station

Sub.

Subdivision

Sub. (2nd

substitute (as in an engine or car)

meaning)

T.M.

Trainmaster

Tk. or Trk.

Track

Track Warrant

undergrade, as in "Undergrade Bridge"

with

Xing

crossing, as in "road crossing"

X-O or X/O

crossover (routing) move

Yd.

yard

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Policies & Procedures

a) Mandatory Data - All columns in the

“Explanation of Delays” section must be filled

out in order for the delay to register in Amtrak’s

On-Time Performance Reporting System and

provide other vital information.

b) General Versus Specific -With delay explanations,

avoid being too general. For example, the term

“Running Time” should be used only to mean

the train is losing time on the run for no apparent

reason; otherwise, the term can be used too

generally and becomes meaningless. Avoid being

too specific or citing operating rule numbers or

Timetable Special Instruction numbers without

explanation.

11. Categories of Delay

The following category codes may be used:

Code

Title, Reason or Examples

ADA

Passenger-Related delays specifically related to

disabled passengers (wheelchair lifts, exercising guide

dogs, etc.)

CAR

Car Failure (includes HEP failure, legitimate HBD or DED

actuations, set out/pick up defective/repaired cars)

CCR

Cab Car Failure (all en route delays caused by mechanical

failure of working cab cars.) A non-working cab car, i.e.,

one being used simply as another passenger car in the

trailing consist of a train, will not be considered a Cab Car

for purposes of delay coding. “Cab Car” includes NPCU’s

(de-powered F-40’s) and all variations of passenger type

Cab Cars.

CON

Hold for Connection (holds for train or bus connections,

including en route holds)

CUI

Customs and Immigration delays

CTI

Commuter Train Interference (meets, following, overtakes)

DBS

Debris Strike (emergency braking, damage, set-outs from

same also debris blocking track ahead, or removal of

debris from train).

DCS

Signal Delays (false wayside detector actuations, defective

road crossing protection, restrictive wayside or cab signals

from unknown cause or from signal, power-switch or CTC-

system failure; efficiency tests of the crew; drawbridge

stuck open).

DET

Delays caused by catenary or wayside electric-power-system

failure. (Note: This Delay Code is to be used ONLY between

XSH and NHV (by Conductors working between NYP and NHV).)

DMW

M of W Work (holding for defect repair or M of W forces to

clear; inability to contact M or W Foreman on radio; routed

around M of W work).

DSR

Temporary Speed Restrictions (slow orders, slows through M

of W site) Exception: heat/cold orders; see “WTR.”

DTR

Detour Delays (all delay or time lost while operating on a

detour, regardless of actual cause).

Service Standards Manual No. 6

7-59

Categories of Delay (Continued)

Code

Title, Reason or Examples

ENG

Engine Failure (HEP Failure, legitimate HBD or DED

actuations, or any on-board HBD alarm, cab signal failure on

engine, set out/pick up defective/repaired engines, operating

with freight engine, undesired emergency applications, air

problems, radio failure on engine)

FTI

Freight Train Interference (meets, following, overtakes,

restrictive signals known to be caused by freight trains,

holds due to freight train derailments, non-scheduled stop

to pick-up/drop-off freight train crew)

HLD

Passenger Related (multiple spots, checked bags, large

groups, smoke breaks, EMS, disorderly, other passenger-

related delays; except for disabled passengers, see delay

code “ADA”; or sick/injured, see “INJ”)

INJ

Injury Delays (injured or sick passenger or employee).

ITI

Initial Terminal Delay due to late-arriving inbound train

causing late release of equipment or late crew rest, where

mechanical-failure delay is NOT involved.

MBO

Drawbridge openings for marine traffic

NOD

Wait for scheduled departure time at stations, kill time to

prevent early arrival at stations.

OTH

Miscellaneous Amtrak-responsible delays (unable to make

normal speed, heavy train, isolation of engine[s] for fuel

conservation, etc. Also, person pulling emergency cord)

POL

Police Related (DEA; police/fire department holds on right-

of-way, bomb threat delays).

PTI

Passenger Train Interference (meets, following, etc.—does

not include commuter trains)

RTE

Routing (crossover moves, lining manual or spring switch, run

via siding, late track bulletins, inability to contact DS,

dispatcher-holds). Also includes delays resulting directly from

being routed to abnormal track at stations.

SVS

Servicing (fuel, water, toilet/trash dumping, inspections,

switching private/office cars or section of train, normal engine

changes, loading/ unloading non-carload express).

SYS

System (late crew, unscheduled re-crew, single engineer

copying authorities or restroom break, hold due to

passenger train derailment; alleged crew rules violation;

delayed-in-block after station stop)

TRS

Trespasser Incidents (includes crossing accidents, trespasser

or animal strikes, vehicle on track ahead; “near-miss”

delays; bridge strikes by vehicle or boat)

WTR

Weather (includes heat/cold orders; storms, floods, fallen

trees, washouts, landslides; earthquake-related delays;

slippery rail due to leaves; burning leaves caught under truck

of car; snow-removal equipment working ahead).

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Policies & Procedures

12. Host-Railroad Codes

Use the following codes to denote the railroad on

which the delay occurred:

Amtrak (includes Washington Terminal, Empire

Connection, N.O.U.P.T., Chicago Terminal, St. Louis

Station, Amtrak Line in Michigan, Hell-Gate Line)

Buckingham Branch Railroad

Burlington Northern Santa Fe

Belt Railway of Chicago

CN-IC — Former Illinois Central and GTW Railroads

Canadian National (CN’s Canadian operations only)

CP Rail (former Soo Line portion only)

Conrail Shared Assets (DER-XVI = Detroit vicinity)

CSX Transportation

Delaware & Hudson (CP Rail)

Florida East Coast

Florida DOT (South Dyer (XDY) - Miami, FL)

Pan Am Railways (formerly Guilford)

Gateway Western / (KCS) (XWI-XWR = Chicago - St. Louis)

Kansas City Terminal

Kansas City Southern

Minnesota Commercial

Metra

Metro-North Railroad

MBTA

New England Central

New Mexico D.O.T.

Norfolk Southern

San Diego Northern

S.C.R.R.A. (Moorpark-LAX; LAX-XRJ; Fullerton-

County Line (X98); El Monte-LAX via Metrolink route)

Terminal Railroad Ass’n of St. Louis (T.R.R.A.)

Union Pacific

Vermont Railway (Clarendon & Pittsford)

Service Standards Manual No. 6

7-61

13.

Crew-Change Points

Unless otherwise instructed, the Conductor going

on-duty is responsible for recording both the arrival

and departure times, and any delays incurred, at the

crew-change point. The Conductor going off-duty must

also record the arrival time. The arrival time recorded

by both Conductors MUST be the same.

14.

Coordinating Times with Station Agents

When practicable, Conductor(s) should notify station

agents or stationmasters of their arrival/departure

times at that station so that the agent may enter the

exact same times into the Arrow system.

15.

Joint Amtrak/Host-Railroad Efficiency Tests

(This particular delay must never be combined with

other DCS delays.)

If delayed by an efficiency test (code “DCS”)

conducted jointly by Amtrak and host-railroad

officers, state the fact that is a joint test and include

the name(s) of the Amtrak officer(s) involved, in the

delay explanation.

16.

Unscheduled Re-Crew En Route

The Delay Report must be turned over to the relieving

Conductor, who will complete it for the remaining

portion of the crew district or trip. The Conductor

going off duty must show the time the train arrived

at the re-crew point. If no report form is available,

the relieving Conductor will keep track of times and

delays in writing in the best possible manner. Delay

Report must make notation of the re-crew, including

the names of the new crew; and the amount of delay,

under category “SYS”.

17.

Planned Crew Swaps

For trains stopping to exchange crews, delay from

meeting the other train (code “PTI”) must be shown

separately from delays caused by exchanging the

crews (code “SYS”). For a train already stopped or

slowing for the meet, only the standing-time dedicated

to the crew swap is “SYS”, all other delay is “PTI”. If

a train’s delay is only to exchange crews, all such delay

will be reported as “SYS”.

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Policies & Procedures

18.

Police Activity On-Board Trains

Delay Code “POL” is usually reserved for delays

caused by police or fire department activities

extraneous to the train. However, under certain

conditions, “POL” may be used for police activity

on-board the train, including involvement with

passengers and/or removal of person(s) from the

train. To qualify for Code “POL,” the situation must:

• Include police involvement directed at an

alleged or potential crime. (Example: theft, drug

trafficking, escaped convict, criminal suspect,

bomb threat, etc.)

• Involve at least one police agency. (Example:

Amtrak Police; FBI, DEA or U.S. Marshall;

sheriff; local, county or state police.)

Delays due to a trespasser or “stowaway” - that is, a

person with no intent of being a legitimate passenger

or assisting a passenger on or off the train with luggage

should be coded “POL.” If a situation is resolved

without removing the passenger from the train, it

should be coded “HLD.” Police activity involving

U.S. Customs, Border Patrol, INS, etc., should be

coded “CUI.” Delays involving sick or injured persons

on the train, whether passengers or employees,

including EMS and/or removal from the train, will

be coded “INJ.”

19.

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

If a Host Railroad Engineer and/or Conductor Pilot

is/are used for any reason, their name(s), position(s)

(rank), RR and points- between must be shown on

the top of the Delay Report in addition to the

Amtrak crew. Example: “KCY-NEW, A.B. Smith,

BNSF Engr. Pilot.”

20.

Abnormal Routing, Diversions, etc.

If train is delayed due to being routed abnormally

through a diversion (crossover), through a siding,

against the current of traffic or via other abnormal

track or route, show the reason, if known. If the reason

is not known, show “No Apparent Reason,” or

“N.A.R.”, in the Specifics-Of-The-Delay column of the

Delay Report. (The delay code for this situation will be

Service Standards Manual No. 6

7-63

“RTE.”) Delays caused by diversions should not be

coded “DCS” unless the reason for the diversion is

known to be due to signal failure or is otherwise signal-

related. If the normal or optimum route for the train to

access station platforms includes one or more diversions,

and if time is lost and no other cause is apparent, the

delay should be coded “OTH.” If delay is incurred

at a station solely because the train was routed to

an abnormal track at that station by a host railroad’s

dispatching decision, the delay should be coded “RTE”

and the explanation must show why the abnormal

track routing was the cause. If the normal track was

blocked by another train or by MofW work, etc., the

delay code should be FTI, CTI, PTI, DMW, etc., as

appropriate. However, if Amtrak requested the routing

to an abnormal track at the a station, any delay from

related diversions should be coded “OTH” and any

station delay should be coded appropriately (eg.,

“SVS”, “CAR”, etc.).

21.

Alternate Routes

On certain specific segments, a train may be routed by

either of two alternate routes, and it is not considered a

detour. The Delay Report or local instructions may

specify that taking the longer of the two alternates

should be considered a Routing Delay (“RTE”).

Some examples of alternate routes are:

• Savannah - Burroughs, GA - via “East Route”

or “West Route”

• San Antonio - Craig Junction, TX - via Track

1(former MoPac) or Track 2 (former M-K-T)

• St. Louis, MO - WR Tower, IL (“XWR”) - via

Q-Tower / MacArthur Bridge (UP-TRRA) or

Merchants Bridge (TRRA)

22.

Detoured Train

A train is considered “detoured” if it is re-routed off

of its normal rail line, Subdivision, District, etc. (Re-

routing onto another track on the same rail line is not

a detour delay.) If this occurs, all delays or time lost

against schedule on the detour route must be coded

“DTR” (Detour Delays), regardless of the cause.

Note the specific locations where the train left and

returned to its normal rail line in “Specifics-of-Delay”

column. (These may not be at Amtrak stations.)

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Policies & Procedures

a) In the “Between” Column - Show the last

Arrow-coded location on the normal rail line

before the detour begins, and the first Arrow-

coded location after the detour ends.

b) For Host-Railroad Code - Use the RR code(s)

of the train’s normal rail line, NOT the detour

line. (If the normal rail line included two or more

RR’s, this will require just as many separate delay

entries, each breaking at the location where the

normal line would change RR’s.)

23.

Combined-Cause Delays

For delays with two or more distinct types of causes,

show the minutes associated with each cause.

NEVER combine two or more types of delay into

one entry. For a delay-event caused by first meeting

a freight train and then a passenger train, or vice

versa, the delay for meeting the second train begins

at the time the first train clears the meet point.

24.

Slow-Order (DSR) Delays

The beginning and endpoint limits and MPH speeds

for every slow order causing delay must be shown in

the Specifics-of-Delay column. In double-track or

multiple-track territory, the track number must also be

specified. Multiple slow orders in the same contiguous

segment between two stations may be combined into

one delay entry, and the explanation should read as

shown in this example: “25 - 43.0-43.1 Tk.1; 60 -

57.7-57.8; 30 - 62.6-62.7; 10 - 73.1-73.5 Tk.2”

On Host Railroads which use temporary speed signs,

boards or flags, the lack of signs for any given slow

order must be noted by including “N/S” in the

explanation. This abbreviation means: “No temporary

signs displayed for this slow order.” Delay entries for

slow orders given by a MofW Foreman in the field

must include the Foreman’s name in the delay

explanation. - for example, “Per Frmn Smith.” If a

slow order is given en route by the Dispatcher (as

opposed to being on a Track Bulletin, Dispatcher

Bulletin, etc.), that fact must be stated in the delay

explanation - for example (on CSX): “per EC-1,

Dispr ADF.”

Service Standards Manual No. 6

7-65

Conductors must take care not to understate or

overstate Slow Order Delays. Delay time must not

be lumped into Slow Order Delays (DSR) if it was

known to be caused by something else, and vice

versa. Some slow orders will cause negligible delay.

Example: A 0.1-mile, 60-MPH slow order in a 70-MPH

timetable-speed segment will delay a short passenger

train only 0.1 minute. If no minutes are lost in a

given segment, it is permissible to show “0” (zero)

minutes delay from such a slow order.

If a train is required to operate at Restricted Speed,

the delay must not be coded “DSR” unless the reason

is slow-order-related. Restricted-Speed delays are

usually signal-related.

25.

Heat Order or Cold Order Delays (Code “WTR”)

If a heat order or cold order is milepost- based and

does not cover the entire segment between two

stations, state the milepost limits in the explanation -

for example, “H/O, MP A-86.0 - A-112.5.”

26.

Two or More Types of Delay at Same Location

If two or more types of delay occur at the same

location, the Delay Code and explanation should

match the delay requiring the slowest speed.

Example: If a train has a 30-MPH slow order but is

operating at Restricted Speed through the same area

due to signal failure, the delay would be entered as

Signal Delay, “DCS.” The exception is for Heat Order

or Cold Order Delays (code “WTR”). Example: If a

train in normally-79-MPH territory has, a 60-MPH

heat order but also a 25-MPH slow order, the time

shown for the Slow Order (DSR) Delay should be

only the difference between 60 MPH and 25 MPH -

not the difference between 79 and 25 MPH.

27.

Sample Guide For Estimating Delay-Minutes Caused by

Slow Orders or Other “Simple” Delays

The following table may be used as a rough guide for

estimating the amount of delay from either a Slow

Order or any other type of single delay in which the

train decelerates rapidly from Normal (Timetable)

Speed, runs at a fixed slower speed for a given

distance plus its own train-length, and then rapidly

resumes the same Normal Speed. (A more-detailed

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Policies & Procedures

“Conductor Slow Order Calculation Table,” based on

one P-42 engine and 12 single-level cars, is available.

Conductors desiring a copy should contact their local

supervisor.)

Samples of (Approximate) Minutes of Delay

with Various Train-Consists, Normal Speeds

and Slow-Order Speeds:

Assumes prompt train-handling, level grades, and good weather

and engine(s).

Type of Train:

Normal T.T.

Slow-Order

Approx. Min’s

Speed:

Mileage:

of Delay:

1 eng, 3 to 5 cars

60-79 MPH

15 MPH

0.1 mile

“

60-79 MPH

15 MPH

0.5 mile

3 to 4"

“

60-79 MPH

30 MPH

0.1 mile

“

60-79 MPH

30 MPH

0.5 mile

1 to 2"

“

79 MPH

60 MPH

0.1 mile

less than 1"

“

79 MPH

60 MPH

0.5 mile

less than 1"

2 engs, 10-12 cars

60 MPH

15 MPH

0.1 mile

“

60 MPH

15 MPH

0.5 mile

“

79 MPH

15 MPH

0.1 mile

“

79 MPH

15 MPH

0.5 mile

4 to 5"

“

60 MPH

30 MPH

0.1 mile

“

60 MPH

30 MPH

0.5 mile

“

79 MPH

30 MPH

0.1 mile

1 to 2"

“

79 MPH

30 MPH

0.5 mile

“

79 MPH

60 MPH

0.1 mile

less than 1"

“

79 MPH

60 MPH

0.5 mile

less than 1"

28.

Signal Delays

Delays from restrictions caused by a problem or issue

with automatic road-crossing warning apparatus, or by

a slide fence being taken out of service, are considered

Signal Delays (Code “DCS”).

29.

Recording Delays Caused by Checked Firearms

Delays due to the carriage of firearms or ammunition

in checked baggage will be coded “HLD” because they

are considered a type of Passenger-and-Baggage Delay.

However, the explanation for any such delay entries

must begin with the word “FIREARM” so the delay

can be easily distinguished from other types of “HLD”

delays.

30.

Mechanical Delays (Codes “CAR”, “CCR” or “ENG”)

All mechanical delays must be documented by the

following specific information in the delay explanation:

- The car and/or locomotive number(s) of equipment

Service Standards Manual No. 6

7-67

which caused the delay, if known (including the

“800000” car number, as listed on the train

manifest, if the equipment was a private car); and

- The specific reason(s) why the delay was a

mechanical failure, if known.

Planned switching moves (such as set-outs or pick-ups

of locomotives or private or office cars) which are

NOT related to current or previous mechanical failure,

are Servicing Delays (Code “SVS”). However, if any

delay due to a mechanical failure occurs during the

move, that delay must be broken-out, coded as a

mechanical delay, and explained.

Delays due to equipment damage caused directly by

debris strikes or road crossing accidents are NOT

considered mechanical delays.

31.

En Route Change to Daylight Saving Time or

Standard (Winter) Time

The change to Daylight Saving Time (DST) may cause

some overnight trains to become up to one hour late

on their schedules. Conductors are reminded that

en route schedule lateness is not the same as delay;

therefore, lateness caused by the change to DST must

not be shown as a delay. However, the change from

DST to Standard Time in late autumn may cause an

overnight train to have to wait for its new scheduled

departure time at the next station. This is actual

delay, and must be shown under Delay Code “NOD”

and explained as “Time change due to Standard Time.”

32.

Fuel Conservation Measures and Delays

Delays caused by isolation of one or more locomotive

units for fuel conservation must be accounted for,

under Delay Code “OTH.” The Specifics-Of-The-

Delay column of the Delay Report form should

include the notation “Eng. No. ____ isolated, fuel

conservation.” It is not necessary to show specific

mileposts or other locations to account for this.

However, any time lost must be broken down between

passenger stations or “X”-code (non-station) points

on the Delay Report form. The Conductor should

confer with the Engineer during job briefing or trip as

necessary to become aware of which unit(s) is (are)

7-68

Policies & Procedures

isolated and on which trip segments. Time lost due

to fuel conservation measures must NEVER be shown

as if it were caused by an engine failure (code “ENG”).

33.

Single Engineer Copying Authority or Restriction

If a delay is due to a single Engineer copying an

authority or a restriction from the Dispatcher (which

will be coded “SYS”), the delay explanation must

include the reason the authority or restriction was

issued. Examples: “for S/O”; “for 2 S/O’s”; “for heat

ord.”; “for flash-flood warning”; “for xing active. fail.”

34.

Arithmetic

All actual time in excess of allotted minutes must

be shown in the “Calculation of Time Lost” or other

designated section of the Delay Report and must be

explained as delay, regardless of cause.

35.

Legibility

All entries on Delay Report must be written or printed

clearly and legibly, in black ink. (A good-quality

photocopy original of a Delay Report originally

written in pencil, clearly showing all information,

may be used for faxing purposes.) The symbol [ “ ]

should be used only in the Specifics-of-Delay column

(the delay explanation) to denote “minutes.” All

time entries in the Calculation section and in the

Explanation of Delays should be shown only in

“Minutes” - not in “Hours-and-minutes.” For example,

a delay of two hours 11 minutes must be shown as 131

minutes. Also, do not use symbols (‘) or (”) in the

“MINS” column, use only the numerals for minutes.

All coded columns for every delay entry must be

completed with the Location Codes, Delay Code,

Minutes, and RR Code. Ditto marks, lines, vertical

arrows or other marks must not be used in lieu of

completing all delay entries. For a delay entry in

which the explanation takes two or more lines, a

diagonal slash-mark may be used across the coded

columns, or they may be left blank.

36.

Amtrak Special Trains

Delay Reports for Amtrak Special Train Movements

(charter trains) containing a train schedule (TS) in

the Arrow System must include the Amtrak train

Service Standards Manual No. 6

7-69

number. The normal Amtrak train number for the

route, if pre-printed on the Delay Report form,

must be scratched out and the Special Train’s number

substituted. Amtrak Special Trains are always assigned

an 800-series or 900-series train number in the Arrow

System. Delay Reports for Special Trains must be

faxed to CNOC or other designated DelayReporting

Office, so that delays can be entered into Arrow,

and must also be faxed to the Host Railroad(s) as

applicable. (Some Host Railroads require that a

Delay Report be submitted for any special movement.)

37.

1000-Series or 1100-Series Train Numbers

Occasionally a train, or part of a train’s route, will

be assigned a 1000-series or 1100-series prefix to the

train number in the Arrow System. For example, if

Train 79’s schedule is truncated (cut) between

Richmond, VA and Rocky Mount, NC due to an M

of W project on CSX, the remaining Rocky Mount-

Charlotte portion of the train’s schedule may be

assigned “Train 1079” or “Train 1179” in Arrow.

Conductors on those segments should change the

pre-printed train number on the Delay Report

form, to match that shown in the Arrow System,

to prevent confusion when the delays are entered.

Occasionally the entire route of an individual train

will be prefixed with 1000 or 1100 in its schedule in

the Arrow System. This will most likely occur around

the date of a schedule change. Again, the full train

number in Arrow must be shown as the train number

on all Delay Reports for that train.

38.

Bus Substitution for Train

If a bus (or other alternate transportation) is

substituted for a train, either planned or unplanned,

Conductors should NOT show arrival or departure

times, or delay information, for the bus on Delay

Reports, unless otherwise instructed. If it is absolutely

necessary to show this information, it must be clearly

stated on the Delay Report that it is for a bus

instead of a train.

39.

Movement of Deadhead Equipment of Terminated or

Cancelled Train

If a train is terminated or cancelled and the equipment

is moved to destination without passengers, a Delay

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Policies & Procedures

Report must still be filled out and submitted. The

Report must also clearly state that it is for a dead-

heading movement. For example: “Train No.____

terminated at______, all psgrs taken off & bussed;

DH-equipment move to____.” To account for passing

times at stations where no stop is made, show the same

AM-PM time in the Arrival and Departure blocks,

and show “0” Minutes in the Calculation section.

40.

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

If operating a so-called “on-time” or “advance” section

representing the schedule of a delayed train, write

“On-Time Section” at the top of the Delay Report

next to the train number.

41.

Second Page of Delay Report

If the amount of delays requires continuation onto a

second page, it must be done on a Delay Report form

with the train number, origin date, engine number(s),

crew segment and crew names filled out. The pages

must be marked “Pg. 1 of 2” and “Pg. 2 of 2” and both

must be faxed to all offices required. (For some trains, a

“Continuation Sheet” is available for this purpose.)

42.

Delays Entered on Report

Delays must be entered in the designated section(s)

and nowhere else on the report, and in geographic

(chronological) order. This includes all delays at

stations. Delay entries such as “see footnote” etc.,

must be avoided; each delay entry must have its own

brief explanation.

43.

Reverse Side of Delay Report Form

Conductor must enter the following information on

the reverse side of all Delay Report pages: train

number, Train Origin Date, operating date (if

different), engine no.(‘s), crew segment, and

Conductor’s name. This is to enable identification

of the Delay Report by fax recipients, in case the

reverse side is faxed by mistake.

44.

Disposition of Completed Delay Report

Completed report must be turned in to Agent,

forwarded to terminal and/or faxed to Amtrak and

host railroad offices, as instructed. The Conductor is

Service Standards Manual No. 6

7-71

responsible for ensuring that the a completed, intact,

and legible copy of the Delay Report is sent to all

required offices. Conductor faxing Delay Report

must take care to insert it into the fax machine so

that the front side will be faxed; and must also save

and turn-in a copy of the fax receipt coupon showing

an “OK” transmission, if one is provided. (Note:

Some host railroads may accept fax-machine coupon

showing “OK”, as proof that the Delay Report was

sent.) Unless otherwise instructed, Conductor must

also retain a legible copy of the Delay Report for at

least seven (7) calendar days after the completion

date of the train segment.

45.

Corrections to Delay Reports

If an error or omission is discovered on a Delay

Report, it must be corrected in a legible manner,

even if the report has already been submitted. If a

Delay Report is corrected after it has been submitted,

the words “CORRECTED COPY” must be printed

across the front side (preferably at or near the top),

and it must be re-submitted to all parties who were

sent the original copy. The individual corrected or

added items must be circled or otherwise highlighted

so that they can easily be distinguished from the

original copy.

46.

Major Off-Corridor Delay-Input Offices Toll-Free Fax

Numbers

• CNOC Delay Reporting Office: (877) 714-8378

• Oakland Operations: (866) 247-2684

47.

“X”-Code Locations

a) These are railroad incentive checkpoints,

Electronic Data Interchange (EDI) reporting

points, or servicing points at locations other than

passenger stations. They are shown in “TS T”

schedules in the Arrow system by a three-letter

code beginning with “X”. Arrival/ departure or

passing times at X-code points must always be

recorded if required on the Delay Report.

b) “Alpha-Numeric” X-Codes: Some X-code

combinations may use a number instead of a letter,

as the second and/or third character. Example:

“XB0” (third character is “zero,” not the letter “O”)

7-72

Policies & Procedures

is “Baron Interlocking, Michigan.” When using an

X-code containing the number “0”, put a diagonal

slash ( / ) through the character, so that Delay

Clerks will recognize it as a Zero. In the above

example, trying to write “XB0” but using the letter

“O” by mistake, would wrongly identify the

location as “Bowie Interlocking, Maryland” -

obviously not anywhere on or near the intended

route.

If the X-Code point is the boundary between two

host railroads, always show both an Arrival Time

and a Departure Time. If your train is not delayed,

the two times should be the same. Example: “Arr.

6:38PM, Dp. 6:38PM.” If your train is held or other-

wise delayed at such an X-Code point, the actual

standing-time delay (arrival to departure) should

be RR-coded for the railroad the train is about to

enter. However, any delay due to an “Approach”

signal prior to arrival at the X-Code point should

be RR-coded for the railroad the train is about

to leave.

48.

Train Status Initiative

To enhance Amtrak’s ability to estimate the times of

arrival or departure of trains at down-line stations to

our passengers and others, Conductors should make

every effort to report their arrival and departure

times at un-staffed stations within five (5) minutes

after the event, using cell phones or other designated

and available means.

Real-Time Reporting of En Route Delays

Conductors must report en route delays to the

Customer Support Desk and National Operations,

on a real-time basis when possible. Delay information

is used to update Arrow and notify down-line stations

of expected train delays and estimated arrival times.

This is particularly important when the train is

operating on a rail line not controlled by an Amtrak

Train Dispatcher.

Rail Lines Dispatched by Amtrak

Conductors working on rail lines dispatched by

Amtrak (CETC or PSCC dispatched Northeast

Corridor or Amtrak Michigan Line) must ensure

Service Standards Manual No. 6

7-73

that a member of the crew promptly reports all

delays or anticipated delays to the Amtrak Train

Dispatcher via radio or other means.

Rail Lines NOT Dispatched by Amtrak

Conductors working on rail lines not dispatched by

Amtrak and who are equipped with an Amtrak-

issued cellular phone, must report delays using the

following methods.

All trains except Pacific Surfliner, Capitol

Corridor, San Joaquin, Amtrak Cascades and

Coast Starlight trains.

• If train is delayed, or is expected to be delayed,

between 15 and 30 minutes between passenger

stations, Conductor must telephone the Customer

Support Desk at (800) 205-0711, and provide

the reason(s) for the delay and the amount or

expected duration of the delay.

• If the delay(s) or expected delay(s) exceeds 30

minutes, the Conductor must instead telephone

the CNOC Operations Desk at (800) 424-0217,

and provide the reason(s) for the delay(s),

whether all causes are known or not. This call

must be made, whether or not all the facts

pertaining to the cause(s) of the delay(s) are

known. Multiple calls may sometimes be

necessary as the situation or additional

information develops. The Conductor should

also provide an estimated time of arrival

(ETA) at the next passenger station, based

on delays encountered and anticipated.

b) Pacific Surfliner, Capitol Corridor, San Joaquin,

Amtrak Cascades and Coast Starlight trains. If

train is delayed, or is expected to be delayed,

15 minutes or more, Conductor must telephone

Oakland Operations at (800) 726-1999 as described

in Instruction (a) above.

c) Conductors experiencing a delay at an unstaffed

(by an Amtrak Station Agent) station must

phone-in with information as described in

Instructions (a) or (b) above. If the delay occurs at

a staffed station, Conductor must also phone-in the

delay, unless advised that the Station Agent has

7-74

Policies & Procedures

already contacted CNOC or Oakland Operations

and has given them the required information.

d) Safety and operating-rule responsibilities of

Conductors will always take precedence over

phoning-in delays.

e) Nothing in this instruction is intended to contradict

or over-ride any Amtrak or Host-Railroad operating

rule or Special Instruction. If an operating rule,

special instruction or operating bulletin prohibits a

Conductor from using a cellular phone in a specific

circumstance, that rule or instruction will govern.

Service Standards Manual No. 6

7-75

This chapter has two sections, which focus on accounting

procedures use by Train Service and On-board Service

employees.

•

Section 1 Train Service Accounting Procedures

(page 8-5)

This chapter covers the responsibilities of the

Conductor and Assistant Conductor as they relate to

the financial accountabilities of their position. The

chapter is arranged in chronological order relevant

to accounting and revenue responsibilities during a

tour of duty (i.e., reporting to work, preparing for a

trip, pre-trip activities, en route activities, post-trip

activities and remitting). The chapter covers, but is

not limited to:

• forms and documentation.

• types of tickets, passengers and services.

• lifting tickets.

• selling and upgrading tickets.

• finalizing and remitting documents.

•

Section 2 - On-Board Service Accounting

Procedures (page 8-149)

This chapter details the accounting policies and

procedures that Amtrak employees working in Food

Service Cars are required to follow. The accounting

policies and procedures apply to all On Board

Service crews who handle Amtrak corporate funds,

stock and inventory. On-Board Service employees

must be proficient in these accounting procedures.

Introduction

All employees are expected to be courtesy and use tact

when interacting with passengers. In some cases, a policy or

procedure, which must be applied to a particular passenger,

may displease that passenger. It is your responsibility to

acknowledge the passengers issue, explain the rationale

for the policy or procedure and determine the best course

of action while protecting the corporation’s revenues.

It is the responsibility of all employees to ensure that

all requirements outlined in this document be completed

in a clear and legible manner. Illegible or incomplete

information limits the corporation’s ability to properly

Service Standards Manual No. 6

8-1

Introduction

This chapter covers the responsibilities of the Conductor

and Assistant Conductor as they relate to the financial

accountabilities of their position. The chapter is arranged

in chronological order relevant to accounting and revenue

responsibilities during a tour of duty (i.e., reporting to

work, preparing for a trip, pre-trip activities, en route

activities, post-trip activities and remitting). The chapter

covers, but is not limited to:

• forms and documentation.

• types of tickets, passengers and services.

• lifting tickets.

• selling and upgrading tickets.

• finalizing and remitting documents.

A. General Information

The Conductor must brief and supervise the

Assistant Conductor(s) as needed.

b) The safe operation of the train will always take

precedence over ticket collection. However, any

loss incurred by the Corporation due to illegible or

incomplete transactions or documents, or negligence,

will be charged to the responsible employee.

Conductors and Assistant Conductors who need

assistance interpreting tariff, ticketing or revenue

procedures can telephone the nearest ticket

office, their immediate supervisor or the support

desk at (800) 205-0711.

d) Conductors and Assistant Conductors are

responsible for:

• adhering to all requirements in this chapter.

• legible and complete information on all

revenue and ridership documents.

• prompt revenue collection and remittance.

• proper care and handling of all tickets, money,

revenue tools and transportation documentation.

• using courtesy, tact and good judgment when

interacting with passengers.

• maintaining a sufficient amount of change

(coins and bills) in small denominations

sufficient for the type of service worked.

Condition of Carriage (Refer to Chapter 7

“Policies and Procedures”)

Service Standards Manual No. 6

8-5

Forms, Documents and Supplies

When reporting for duty, train service employees

must ensure that they have in their possession all

of the forms and documents required to properly

perform service.

b) During crew briefings, the Conductor will

be responsible for the interpretations of all oral

and written instructions.

The Conductor will review the responsibilities

required for the trip and discuss what documents

and supplies they will need while working in

revenue service.

d) The following revenue items (listed in alphabetical

order) are required, in sufficient quantities:

(Required non-revenue related items can be found

in Chapter 6 “Crew Functions & Responsibilities”.)

•

“Advance Paid Ticket Conductor Issuance

Record” (NRPC 3152)

•

“Coach Tickets Envelope (Long Haul)”

(NRPC 218)

•

“Coach Tickets Envelope (Short Haul)”

(NRPC 183)

•

“Conductor/Asst. Conductor Sales Report”

(NRPC 193)

•

Conductor On-Board Ticket Stock (COTS)

•

Discount Table for On-Board Sales

•

“First Class Tickets Envelope (Long Haul)”

(NRPC 219)

•

“First Class Tickets Envelope (Short Haul)”

(NRPC 181)

•

Manifest

•

“On-Board Passenger Record” (NRPC 3085)

•

“Pass Abuse Incident Report” (NRPC 1502)

•

“Private Car Passenger Record” (NRPC 3160)

•

“Record of Tickets Honored But Not Lifted”

(NRPC 157)

•

“RRB Service Voucher Envelope” (NRPC 2953)

•

Seat Checks

•

“Self-Certification Of Mobility Impairment”

(NRPC 3055)

•

“Service Adjustment” (NRPT 27)

•

Tariff Books and Supplements

•

Ticket Punch

•

“Train Earnings Reports Envelope” (NRPC 158)

•

“Uncollected Fare Report” (NRPC 3008)

8-6

Train Service Accounting Procedures

C. Ticket Verification Procedures

1. Random On-Board ID Verification

The following procedures will govern on all Amtrak

trains.

a) At each train's initial terminal, the Conductor

must select a number between 0 and 9, or other

designation (e.g., “odd” or “even”), as required by

the prevailing threat level, communicating that

number to the train crew during the job briefing.

b) The randomly-selected number must be

prominently written in the circle on the “Train

Earnings Reports Envelope” (NRPC 158) for

permanent recording by Revenue Accounting.

(Refer to Figure 8-2)

Add Randomly Selected Number in Circle

Figure 8-2 - “Train Earnings Reports Envelope” (NRPC 158)

c) During the course of the ticket lift, any ticket

presented with the last digit of the ticket number

matching the number pre-selected by the

Conductor will trigger a request to the passenger to

produce valid photo identification to match against

the passenger name on the ticket.

• If the name on the ticket does not match the

name on the ID, and the passenger explains that

someone else paid for the ticket at a Quik-Trak

kiosk, the Conductor or Assistant Conductor

should lift the ticket. The Conductor or Assistant

Conductor should use tact and courtesy when

they explain that this situation can be avoided

in the future by making a reservation prior to

purchasing the ticket at a Quik-Trak kiosk.

Service Standards Manual No. 6

8-7

• If the passenger does not have valid identification,

or if the passenger's identification does not match

against the name on the face of the ticket, and

there is no reasonable explanation for the

discrepancy, the Amtrak police must be notified

by the quickest available means away from the

passenger.

• Failure to possess the proper photo identification

is not, by itself, sufficient reason to have the

passenger removed from the train.

d) The ticket number can be found on the face of the

ticket and attached receipt. (Refer to Figure 8-3)

Punch Cut Area for Random

ID Verification

Ticket Number

Figure 8-3 - Location of Ticket Number and Punch Cut

A punch cut must be made in the upper white

field for every ticket where a random verification

is performed, in addition to the normal cancellation

punch cut. On travel agent tickets, the punch cut

must be made on the upper right-hand corner.

(Refer to Figure 8-3)

The Conductor must include the random on-board

ticket verification information in the “Conductor’s

Departure” announcement from Chapter 10,

“On-Board Announcements and Signage” when

the train departs from the initial terminal and

major intermediate stations.

Relieving train crews must use the same number

chosen by the initial terminal Conductor, which

can be obtained from either the Conductor being

relieved, or from the “Train Earnings Reports

Envelope” (NRPC 158).

h) The relieving Conductor is required to communicate

the number to all of the Assistant Conductors.

If, when the relieving Conductor takes charge of a

train, they find that a random number has not been

assigned, it is their responsibility to establish one.

8-8

Train Service Accounting Procedures

The procedure to establish a random number

en route or at the initial terminal is the same.

• Select a random number between 0-9, or other

designation (e.g., “odd” or “even”), as required

by the prevailing threat level.

• Communicate the random number or other

designation to the train crew during the job

briefing or on-board the train prior to the first

ticket lift.

• Print the number or other designator in the

circle on the front of the “Train Earnings

Reports Envelope” (NRPC 158).

• Legibly sign your name and indicate on the front

of the “Train Earnings Reports Envelope”

(NRPC 158) the location the random number

was generated.

Acceptable Forms of Identification (ID)

The Transportation Security Administration (TSA)

issued Security Directive RAILPAX-04-02 (SD) on

May 20, 2004. This SD applies specifically to Amtrak

and the Alaska Railroad Corporation. Under

Security Measure 16 of the SD, the following is

deemed acceptable identification (ID) for persons

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.

The acceptable identification examples that are listed

are not an exclusive list. Any identification meeting

the above basic policy is acceptable, unless excluded

as shown under the section titled “Unacceptable

Identification Examples”.

a) Government Authority means -

• USA: Federal, state, county or local government.

• Canada: Federal, provincial, county or local

government.

• Other countries: The country’s national

government or a subdivision thereof. Local

Government includes entities such as public

school districts.

b) Original Identification means an original document.

Photocopies, facsimiles or any other type of copy,

are not acceptable except for certified copies of

birth certificates.

c) United States Residents - Examples of

Government-Issued Photo Identification (One

required)

Service Standards Manual No. 6

8-9

• State-issued driver’s license

• State-issued identification card issued by the

same agency that issues driver’s licenses

• U.S. Passport

• U.S. Resident Alien Card

• University, college or middle/high school photo

identification - public or private

• United States Armed Forces military

identification

• Job Corps photo identification

• Veterans Access Card issued by the U.S.

Department of Veterans Affairs

• Tribal identification (Native American/First

Nations, etc.)

• Law enforcement (police, etc.) photo

identification

• Amtrak employee photo identification

• Federal, state, county or local government

employee photo identification

d) Canadian Residents - Examples of Government-

Issued Photo Identification (One required)

• Provincial driver’s license

• Provincial identification card issued by the

same agency that issues driver’s licenses

• Canadian Passport

• Canadian Citizenship Card

• Canadian Permanent Resident Card

• Provincial health insurance card

• Other identification similar to that shown for

United States residents

Mexican Residents - Examples of Government-

Issued Photo Identification (One required)

• Mexican driver’s license

• Mexican government issued photo identification

card

• Mexican Passport

• Other identification similar to that shown for

United States residents

Residents of Other Countries - Examples of

Government-Issued Photo Identification

(One required)

• Passport

• Driver’s license issued by a foreign government

or subdivision thereof, if it has a photo

• Other identification similar to that shown for

United States residents

Examples of Non-Photo or Non-Government

Issued Identification (Two required. One must be

government issued.)

• Non-photo driver’s license (must describe the

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Train Service Accounting Procedures

named person by physical characteristics that

match the person presenting the license)

•

Temporary driver’s license (must describe the

named person by physical characteristics that

match the person presenting the license)

•

Social Security card

•

Voter registration card

•

Certified copy of birth certificate issued by a city,

county, state, provincial, or federal government;

must have raised, embossed seal and a dated

certification stating that it is a true copy of the

original on file at the issuing office

•

Public assistance card

•

Medicare/Medicaid card

•

Concealed Carry Permit card

•

Professional or Occupational License (nurse,

doctor, lawyer, hairdresser, etc.)

•

Police report of lost or stolen identification if

no more than 30 days old (second piece of

identification not required)

•

Prison release papers if no more than 30 days old

(second piece of identification not required)

•

Employee identification card with photo, from

a major employer such as a bank

•

AAA/CAA membership card

•

Student Advantage card

•

International Student Identity Card (ISIC)

h) Unacceptable Identification Examples

The following are examples of unacceptable

forms of identification.

• Expired identification

• Photocopies, facsimiles or any other type of

copy are not acceptable except for certified

copies of birth certificates

• Identification not that of the passenger

• Non-employee photo identification issued by a

private company or merchant (in particular,

photo ID cards issued by check cashing stores)

• Prison release papers if more than 30 days old

• Police report of lost or stolen identification if

more than 30 days old

Passengers 14 and Under

A child 14 and under does not need identification

at any time.

Passengers 15-17

• Unaccompanied travel is permitted for children

15 years of age and over.

• A child 15-17 who has acceptable identification

may obtain his or her own tickets and check

his or her own baggage.

Service Standards Manual No. 6

8-11

• A child 15-17 who does not have identification

must have another person 15 or over purchase

his or her tickets. That person must show his or

her own identification when obtaining the tickets.

• Tickets purchased on board for a child 15-17

traveling alone: If the child does not have his

or her own identification, another person 15

or over must wait with the child for the train

to arrive, then pay the Conductor the fare on

behalf of the child, showing his or her own

identification. The person waiting with the

child may not leave until the train has arrived,

the fare has been paid, and the child is safely

on board.

• Crews must be mindful not to delay trains

when verifying identification.

• After acceptable identification has been

presented for the purchase of an on-board ticket

for a child; the receipt will be recognized as

acceptable identification if the child needs to

make subsequent ticket purchases as part of

the same trip.

k) Passengers 18 and Over

• A passenger 18 and over must have acceptable

identification to obtain tickets and check baggage.

• He or she must also be prepared to show that

identification on-board the train if asked.

• Each passenger traveling under a group

reservation must have his or her own individual

identification.

• Passengers who do not drive still need a valid

photo identification. Normally, a non-driver

photo identification card can be issued from

the same agency that issues driver’s licenses.

D. Ticket Lift Announcement - En Route

Departure announcements from Chapter 10 “On-

Board Announcements & Signage” include information

that passengers need regarding the ticket lift process.

Conductors need to ensure that these announcements

are made at the proper time.

Ticket Lift vs. Ticket Sweep

Ticket Lift

A Ticket Lift is the process of examining and punching

the ticket of every passenger that just boarded the train,

whether at the initial terminal or an en route station.

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Train Service Accounting Procedures

Ticket Sweep

A ticket sweep is the process of verifying that all

tickets have been lifted from each passenger that

had previously boarded the train.

• A sweep is performed after an en route train

crew change.

• A sweep can also be performed if it is believed

that there is a stow-away on-board, or that not

all tickets have been lifted.

• The Conductor and Assistant Conductor(s)

walk through the train checking ticket receipts

(stubs) and corresponding seat checks.

• During the sweep, some passengers waiting in

line or seated in the Café or Dining Car may

not be able to produce a receipt on the spot.

The crew member should make a mental note

and check with them later.

• If a passenger cannot produce a ticket or ticket

receipt, nor can they prove that their ticket was

taken, a COTS must be sold. In this situation, the

train crew must use utmost discretion.

b) Since each Sleeping Car has an assigned OBS

Attendant, there is more control over who is

traveling in the car. Therefore, except in extreme

situations, it is advisable to avoid a ticket sweep

through the Sleeping Cars, thereby minimizing

the disturbance of those passengers.

Tickets

Introduction

Tickets are evidence of fare paid. Passengers must

surrender tickets or their equivalent to the

Conductor or Assistant Conductor for cancellation

or examination whenever requested. Tickets are good:

• for transportation of the purchaser or other

person for whom originally purchased.

• between the stations indicated.

• for the type of service and accommodations paid for.

• subject to any other restrictions indicated.

• within the limits stated on the ticket or in Amtrak

tariffs.

General Instructions

These procedures are to be followed by all

Conductors and Assistant Conductors to ensure the

proper collection and reporting of on-board sales.

a) The Conductor and the Assistant Conductor(s)

must control the flow of boarding to ensure that

all passengers are ticketed.

Service Standards Manual No. 6

8-13

• The examination of a passenger ticket is

permitted as the passenger is boarding the train

to ensure they are boarding the correct train.

• The collection of the passenger’s ticket at the

door before the passenger has boarded the

train is permitted only on an exception basis,

and only with the approval of the

Transportation Superintendent.

• For short-travel, high-volume trains, the most

common practices used to collect tickets are for

a train crew member to start at each end of the

train and meet in the middle, or back-to-back

with another train crew member starting from

the middle and working to each end of the train.

b) It is the Conductor’s responsibility to have the

Assistant Conductor(s) assist with the collection of

all revenue and to verify the origin, destination,

accommodation and correct fare type. (The correct

fare type might include the examination of separate

documentation, such as some type of pass, permit,

signature or age verification.)

When the examination of the ticket clearly shows

the passenger is being dishonest, the full one-way

fare must be collected.

• If there is any doubt, consult with the

Conductor or management.

• If a passenger is chronically dishonest with

Amtrak, the matter must be taken up with a

Passenger Services Department Supervisor

and/or the Amtrak Police.

• The Conductor and Assistant Conductor(s)

will act on specific instructions and must act as

a team to control the situation.

d) Tickets that bear any alterations or erasures, or

which have more than one destination indicated

are invalid, and must be confiscated by the

Conductor.

With the exception of some multi-ride tickets,

tickets are non-transferable and, if presented by

anyone other than the passenger for whom it was

originally purchased, must be confiscated.

One-way regular un-reserved tickets are good in

either direction. However, the ticket must be

used entirely in one direction.

Individual ticket coupons of all other tickets are good

only in the direction indicated by the stations shown.

h) All tickets and receipts must be punched by the

Conductor or Assistant Conductor, as required,

at the time of collection in view of the passenger.

• Certain types of tickets are examined and

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Train Service Accounting Procedures

returned, such as:

• stopovers.

• multi-ride.

• monthly tickets.

• A Coach or Sleeping Car Attendant may only

collect passengers' tickets when directed by the

Conductor.

• The Conductor must later ensure the tickets

are correct for space provided.

Transportation collection/examination includes

tickets that:

• cover the entire journey.

• must be accompanied by some type of

document, pass or card.

• cover part of the journey.

• may or may not cover an accommodation.

• may be rejected because they are not good for

that train (good judgment is required).

• are recorded but are left with the passenger.

• are station-generated carry orders.

• can be made good with additional collection.

• cover groups.

• are authorized on the manifest, such as for private

railroad cars and their occupants.

• are from a wide variety of sources that look

very different.

Transportation collection/examination can

include employee passes that require:

• no ticket collection.

• Amtrak’s photo passes.

• permits that are valid without a ticket.

• documents presented for collection that

require certain forms to be completed, such as

other railroad companies’ orders.

k) Employees must carefully examine tickets requiring

identification when there is an obvious reason for

doubt. An example would be a young person trying

to use a senior citizen discount ticket.

A Conductor or Assistant Conductor will be held

accountable for loss of revenue due to negligence.

Fraudulent conduct will not be tolerated and will be

grounds for dismissal.

• Loss of coins and currency.

• Incorrect or incomplete check and credit card

information.

• Incorrect or incomplete payment due.

• Incorrect or incomplete railroad bill documents.

• Incorrect or incomplete fares charged for

on-board sales or upgrades.

• Loss of company property.

Service Standards Manual No. 6

8-15

• Loss due to a mathematical error or a mistake

in giving change.

Valid, Lost, Stolen, Found, Expired or Counterfeit

Valid Amtrak tickets, good for Amtrak use, are

issued by Amtrak, travel agencies or by an airline.

• A ticket is Amtrak’s property until payment is

received.

• A ticket is the passenger’s property until the

passenger uses the ticket for travel.

• A ticket is Amtrak’s property once it has been

collected by the Conductor or Assistant

Conductor.

b) Lost or stolen tickets.

• Tickets without a name or identifier on the

ticket are considered the same as lost cash

and, therefore, are the property of the person

possessing the tickets.

• Tickets with a name or identifier on the ticket

are considered to be the property of the person

who purchased the ticket.

Tickets found by an Amtrak employee:

• must be turned over to a ticket office or the

Ticket Receiver’s Office.

• must never be refunded for cash or for the

cash value.

d) Expired tickets are Amtrak or non-Amtrak

issued tickets with a valid date that has expired.

• Confiscate the ticket and place it in the “Train

Earnings Reports Envelope” (NRPC 158)

separate from the “valid” tickets.

• Issue COTS for a full one-way fare including

the on-board fare.

Counterfeit tickets are very difficult to duplicate on

both sides of the ticket; therefore, it is important to

examine both sides.

• Any indication that the ticket is counterfeit must

result in the ticket being confiscated.

• Paper weight is not card stock.

• Reverse side is blank.

• Reverse side has obviously been pasted or

glued to the front side.

• The first 3 digits of the 13 digit tracking

number under the barcode is the Julian date

of the “Date of Issue”. (Example: 01 OCT 09

has a Julian date of 274.)

• The stock control number in the lower left

portion of the ticket always begins with the

digits 097 or 098 and the entire stock control

number will have a raised feel to it on both

sides of the ticket.

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Train Service Accounting Procedures

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 10