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

• Issue COTS for a full one-way fare including

the on-board fare.

• The Amtrak police or local law enforcement

authorities must then be summoned to take

appropriate action with the presenter at a station

stop prior to his/her ticketed destination.

• If Amtrak police or local law enforcement

authorities do not meet the train, the

Conductor, at their earliest convenience,

must file a report with the Amtrak police.

f) Fraud enhancement features for white Arrow

tickets.

• Watermark located on the front of the ticket

resists photocopying. (Refer to Figure 8-3A)

• Thermo-chromatic ink on the back of ticket that

when rubbed makes the printing momentarily

disappear before reappearing again. (Refer to

Figure 8-3B)

Figure 8-3A - Example of Watermark on Front of White Arrow Ticket

Figure 8-3B - Example of Thermo-Chromatic Ink on Back of White Arrow Ticket

4. Validity Period

a) One-way and round-trip tickets sold at regular

fares (including employee business travel tickets)

have a one-year limit from date of sale.

b) Special and Discounted Fare ticket limits vary

according to the corresponding fare code rule.

c) Employee tickets issued for personal (not business)

travel are valid for 30 days.

d) To calculate the validity period for any type of

fare, always count the date of sale for unreserved

Service Standards Manual No. 6

8-17

or open tickets, or first date of travel for reserved

tickets, as the first day of validity.

e) Ticket limit terminates at 11:59 p.m. of the last

day of the period of validity of a ticket.

f) Honoring Tickets After Expiration Date.

• When a train scheduled to depart at 11:59 p.m.

or earlier is delayed and actually departs after

midnight, tickets that expired at 11:59 p.m. are

to be honored.

• Tickets are to be honored for continuous passage

without stopover, but including necessary

transfers, to final destination of ticket, when such

passage has started before midnight on the last

date of validity but continues after midnight.

Sign Here is Required

It is the responsibility of the Conductor and

Assistant Conductor(s) to make sure that every

Arrow, Book, Ticket-by-Mail, and Quik-Trak ticket

purchased with a credit card is signed in the

upper-left corner on the signature line above the

printed “SIGN HERE.” (Refer to the red circled

area in Figure 8-4)

• If the passenger has not done this, they must

Assistant Conductor.

• It does not matter if the ticket is a special,

discounted or full fare.

b) If there is doubt concerning the passenger’s

signature, have the passenger sign the ticket again.

The objective of this policy is to be able to

substantiate the credit card charge if it is disputed

by the passenger.

• The customer’s signature is required to avoid a

charge-back from the credit card company.

• The signature line for these types of tickets is

located on the upper left hand of the ticket.

• Right below this line is the notation “Sign

Here” which will appear on every ticket

requiring the passenger’s signature.

d) All employee tickets require a signature in the

upper-left corner for verification. These tickets

are usually marked “Special” and may not

indicate “Sign Here.”

8-18

Train Service Accounting Procedures

Receipt

Portion

Sign Here

of Ticket

Figure 8-4 - Example of “Sign Here” Arrow Ticket

Ticket Types and Other Permissible Forms of

Transportation Documentation

(Listed in alphabetical order)

Advanced Paid (AP)

General

•

A reservation is categorized as Advance Pay

(AP) when a passenger has paid for the travel

using a credit card over the telephone or

internet in advance of travel.

•

The ticket may be paid for by a person other

than the traveler.

•

The AP process is a convenience for passengers

who want the security of a confirmed reservation.

The AP process also eliminates the necessity of

a special trip to the station preceding the day

of travel.

•

The passenger must convert that AP reservation

into a ticket using a Quik-Trak self-serve

ticketing kiosk or Ticket Agent before the

train’s departure.

•

If the passenger does not convert the AP

reservation into a ticket before the train’s

departure or the first train in a multiple

segmented itinerary, the reservation will

automatically be cancelled.

•

If the passenger has not converted the AP

reservation into a ticket and boards the train,

the train crew must collect a fare from the

passenger.

Service Standards Manual No. 6

8-19

• In order to secure a refund (credit), the passenger

must go to the Ticket Agent. If the station is

un-staffed, the passenger must contact Amtrak

Refunds.

• On-board, the passenger using the AP ticket

will be asked to sign the ticket, even if they are

not the credit card holder, in the upper left

hand corner above the “Sign Here” designation.

• If the passenger is not the credit card holder

and questions why they need to sign the ticket,

explain that the signature allows Amtrak to

identify the passenger if the cardholder asks.

b) Advance Pay Reservation at Open and Staffed

Stations

•

The passenger must convert the AP reservation

to a ticket before boarding the train whether

the station is staffed with both an Ticket Agent

and Quik-Trak self-serve ticketing kiosk or has

only an Ticket Agent or only a Quik-Trak

self-serve ticketing kiosk.

•

The passenger must have a ticket to present

to the Conductor on-board the train. If the

boarding passenger does not have a ticket, the

Conductor must collect either the On-Board

Fare or Regular Fare.

• On-Board Fare is to be charged when a

passenger by-passes an open ticket office and

boards the train without obtaining a ticket.

• Regular Fare is to be charged if the passenger

boards the train and there was either no

Ticket Agent on duty or the Quik-Trak

self-serve ticketing kiosk was not working

correctly.

•

The Conductor will collect the fare (whether

On Board or Regular) for the initial segment

of travel. The passenger must obtain the rest

of the ticket(s) from the nearest Amtrak ticket

office.

•

The passenger must be advised that some or

all of the reservation may have been cancelled,

as this automatically occurs once the train has

left the station.

•

Advise the passenger that they can obtain an

adjustment at the ticket office or through the

mail via Amtrak refunds.

8-20

Train Service Accounting Procedures

• Conductors and Assistant Conductors are

not to call a downline station asking for a

passenger’s tickets to be issued. Once the train

departs from the station the reservation is

cancelled. To create the ticket, a Ticket Agent

must go back into Arrow and try to reconstruct

the reservation with the same fare structure

(which may not be possible). One person stations

do not have the time to do this work.

Advance Pay Options for Un-staffed Stations

without Quik Trak (Conductor Ticket Delivery

System)

If a station does not have a Ticket Agent or

Quik-Trak self-serve ticketing kiosk, passengers

will not be able to make a reservation using the

Advance Pay option. A system called the

Conductor Ticket Delivery System has been

developed to offer the Advance Pay option to

passengers at these same locations.

•

The AP tickets for downline stations are

generated at designated stations and given to

the Conductor.

•

The Conductor signs the “Advance Paid Ticket

Conductor Issuance Record” (NRPC 3152) to

accept responsibility for the tickets from issuing

station. (Refer to Figure 8-5)

•

The tickets must be secured.

•

Greet passengers boarding at un-staffed stations,

asking for their name(s).

•

Request identification from the passenger.

•

Give the passenger their Advance Paid tickets.

•

Make sure the passenger has received all tickets

held in their name, including those for connecting

or future travel.

•

Have the passenger sign each ticket.

•

Have the passenger sign the “Advance Paid

Ticket Conductor Issuance Record” (NRPC

3152) for the tickets received.

•

Collect the ticket(s) from the passenger for

this segment of the trip.

•

Place the white copy of “Advance Paid Ticket

Conductor Issuance Record” (NRPC 3152)

into the “Train Earning Reports Envelope”

(NRPC 158).

•

Unclaimed tickets must be returned to the next

Service Standards Manual No. 6

8-21

staffed station (where time permits) or train

crew change point, which are beyond where the

passenger was to have boarded the train.

• Unclaimed tickets must be submitted with the

“Advance Paid Ticket Conductor Issuance

Record” (NRPC 3152) because the transaction

must be reversed in order for the passenger to

receive a refund (credit).

Figure 8-5 - “Advance Paid Ticket Conductor Issuance Record” (NRPC 3152)

d) Turning Tickets Over to Relief Conductor -

Conductor Ticket Delivery System

The originating Conductor turns over AP tickets

to a relieving Conductor for passengers boarding

at un-staffed stations (This would happen if a

train crew change took place between the station

that produced the tickets and the station that

receives any unclaimed tickets.)

• Give the “Advance Paid Ticket Conductor

Issuance Record” (NRPC 3152) and all

remaining tickets to the relieving Conductor.

• Have the relieving Conductor sign and date the

first open “Conductor Turnover Signature” space.

• Remove the yellow “Conductor’s Receipt” of

the “Advance Paid Ticket Conductor Issuance

Record” (NRPC 3152) as a record of having

turned the tickets over to the relieving Conductor.

• Follow the steps in letter c) “Advance Pay

Options for Un-staffed Stations without Quik

Trak (Conductor Ticket Delivery System)” of

this section, for distributing tickets to passengers.

8-22

Train Service Accounting Procedures

• When turning in unclaimed tickets, have a

photocopy made of the “Advance Paid Ticket

Conductor Issuance Record” (NRPC 3152) for

your records.

Airline

Continental Airlines is the only airline that has an

agreement with Amtrak to accept their tickets under

certain circumstances.

Involuntarily rerouted Continental Airlines

passengers originating in BOS, PVD, EWR, PHL,

BWI or WAS destined for any point Amtrak

serves between Washington and Boston, including

New York to Albany and New Haven to

Springfield, may use their Continental Airlines

ticket for passage on Northeast Regional trains

without making a reservation.

b) Amtrak will only be reimbursed for collecting

Continental tickets, not boarding passes or

confirmation notices. Continental passengers

boarding without Continental tickets must

purchase a ticket on-board.

Continental Airlines tickets are not honored on

Acela Express.

d) Conductors and Assistant Conductors will

only accept Continental Airlines tickets with the

following handwritten endorsements on the front

of the ticket (Refer to the Figures 8-6 and 8-7):

• INVOL REROUTE

• INVOL REROUTE TO AMTRAK

• INVOL REROUTE TO 2V

The endorsement may also include the Amtrak

reservation number and/or Amtrak train number.

The Conductor must lift the Continental Airlines

tickets, verify a valid form of ID, cancel and write

the train number for which the ticket was honored

written on the face of the ticket. Then place the

ticket into the “Train Earnings Reports

Envelope” (NRPC 158).

Transportation will be provided to the Amtrak

station nearest the designation shown on the

Continental Airlines ticket.

On an exception basis, Amtrak may accept airline

ticket from other carriers. However, these tickets

must not be accepted unless notified by your

supervisor.

Service Standards Manual No. 6

8-23

Figure 8-6 - Example of Prescribed Handwritten Endorsement for

Continental Airlines Ticket

Figure 8-7 - Example of Prescribed Handwritten Endorsement,

“INVOL REROUTE,” for Continental Airlines Ticket

ARC/Travel Agent

ARC stands for Airline Reporting Corporation.

ARC tickets are thin cardboard, computer gener-

ated tickets used by airlines and travel agencies.

b) The passenger’s receipt is the portion to the right

of the perforations, similar to Arrow tickets.

(Refer to Figure 8-8)

There are other railroads and government

transportation systems offering service with their

own tickets. There are ARC tickets that are good

for airline travel (which look very much like

ARC tickets good for Amtrak service).

d) In some emergency situations, Amtrak has honored

non-Amtrak tickets during an emergency period

of time. Train crews must only honor tickets that

they are certain are good for Amtrak service.

Do not honor tickets for other companies or

government transportation services that have not

been approved by Amtrak for use on Amtrak or

Amtrak-operated services. This authorization

typically comes from the Conductor’s

Memorandum Tariff, a Division notice,

8-24

Train Service Accounting Procedures

Operations Standards Update or “Conductors

Carry Authorization” (NRPC 2983).

Figure 8-8 - Example of an ARC Ticket

Arrow

a) The documents generated by Arrow are machine-

generated on thin cardboard stock that is either

blue or white.

b) These documents are only generated at Amtrak

ticket offices or Quik-Trak self-serve ticketing

kiosks.

c) This is the document that is used for almost all

Amtrak ticket issuances.

d) Documents must not be folded or mutilated

because this will adversely impact the machine

scanning process.

e) The passenger’s receipt is the portion on the right

of the perforation. (Refer to the red dashed area

of Figure 8-4)

Authority to Board and Ride Amtrak Locomotives

and Trains

(Refer to chapter 7 “Policies and Procedures”)

Book

a) Book tickets are carbon-treated paper tickets

printed either by hand or machine.

b) Amtrak, travel agencies or airlines can prepare

book tickets.

c) The passenger’s receipt is the last page of a book.

(Refer to Figure 8-9)

d) Book tickets are generally used by Amtrak only

when there is a system-wide outage of Arrow.

Service Standards Manual No. 6

8-25

Figure 8-9 - Example of a Book Ticket (three pages)

California Rail Pass

a) The California Rail Pass is valid for travel

throughout California on the three state-supported

corridors: (Refer to Figures 8-10 and 8-11)

• San Joaquin

• Capitol Corridor

• Pacific Surfliner

The California Rail Pass is also honored on the

Coast Starlight and most Thruway services.

b) The pass is available to both U.S. and foreign

citizens.

c) The pass must be used within one year of purchase.

d) The pass is attached to a folder that details the

terms and conditions, name/address/ID of the

passenger, valid dates of travel and a state map of

valid routes.

e) The pass is valid for seven (7) calendar days of

travel within a 21-consecutive-day period.

8-26

Train Service Accounting Procedures

f) The pass must be accompanied by a valid ticket

for the train on which it will be used.

g) The pass is limited to not more than four (4)

one-way trips over any route. The pass is not valid

on the Sunset Limited, the Texas Eagle portion

of the Sunset Limited, the Southwest Chief, the

California Zephyr, and, but not limited to, Caltrain,

Altamont Commuter Express, Metrolink, Coaster,

any intercity bus service that is not specifically

sold in Arrow as Amtrak Thruway, any local

public or private transit authorities or operations.

Figure 8-10 - Example of California Rail Pass Attached to Folder.

Service Standards Manual No. 6

8-27

Figure 8-11 - Example of California Rail Pass Ticket

Commuter Agency

Commuter agency tickets are flash or punch style

tickets for passengers who often travel to and

from the same stations.

b) Commuter agency tickets that are good on specific

Amtrak trains are not valid beyond the stations

listed. Consult separate rules on commuter

agency tickets and details listed in the Conductor’s

Memorandum Tariff and authorized notices.

Commuter agency tickets are often printed on

Amtrak’s ticket stock and can look very similar

to Amtrak train tickets. Care must be taken to

fully examine tickets to determine Commuter

tickets vs. Amtrak tickets.

d) Conductors and Assistant Conductors are expected

to know the rules governing commuter service.

With Amtrak-operated commuter services,

management at Amtrak Passenger Services may

decide to honor commuter tickets on Amtrak trains.

One possible reason is that Amtrak could be at

fault for a specific delay affecting the commuter

agency’s train. In honoring the commuter service

passengers on Amtrak trains, Amtrak is effectively

fulfilling the terms of the operating contract.

Sometimes, maintaining a favorable relationship

with the government agency responsible for the

service will be the reason. For whatever reason,

a passenger service management employee must

give the Conductor written authorization using a

“Conductor Carry Authorization” (NRPC 2983).

(Refer to Figure 8-37)

8-28

Train Service Accounting Procedures

Commuter Agency - Caltrain

Amtrak operates Caltrain that uses a proof-of-

payment fare collection system. (Refer to Figures

8-12 through 8-14)

Tickets are not collected and are retained by the

passengers with random spot checks being made

to verify that the ticket is valid.

b) One Way tickets are only good for a total of 4 hours.

Single ride tickets MUST be validated with a ticket

vending machine or a ticket validating machine that

is located at the station that prints the current valid

date on the ticket.

d) Monthly and 10-ride commuter tickets are good

for the period of time printed on the ticket.

Passengers need to be at their destination prior

to the ticket expiring.

Tickets sold by ticket agents are stamped with the

time and date that the ticket will expire.

Day pass tickets are also stamped, but the ticket

is good up until 12:00 Midnight.

h) Tickets sold through the ticket vending machine

have the date and time the ticket was bought

stamped on the front of the ticket.

10-Ride tickets have the numbers printed along

the sides of the ticket and are to be validated

prior to boarding the train.

There are no advanced ticket sales for one way or

day pass tickets.

k) If a passenger does not have a proper ticket, a

summons is issued. This summons is similar to a

parking or speeding ticket and is paid to a local or

State government agency. Tickets are verified by a

Fare Inspector. Fines for fare evasion are in the

$200-$500 range.

Figure 8-12 - Example of Caltrain 10-ride ticket

Service Standards Manual No. 6

8-29

Figure 8-13 - Example of Caltrain monthly ticket

Figure 8-14 - Example of Caltrain JPB Audit Stub

10. Commuter Agency - MARC (Maryland Rail Commuter

Service)

MARC passengers can use weekly tickets, monthly

tickets or a MARC Transit Link Card (TLC) on

Amtrak trains shown in the current MARC

timetable. (The TLC is an enhanced MARC monthly

ticket that allows the use of most WMATA services,

(Washington Metrorail and Metrobus systems)

a) Travel is restricted to the points indicated by the

footnotes in the timetable.

b) Only tickets in Figures 8-15 through 8-21 will be

honored.

c) MARC monthly, weekly and TLC ticket holders

may ride select Amtrak Reserved Northeast

Regional trains that operate Monday through

Friday on days that MARC runs service (this is

inclusive of holidays).

8-30

Train Service Accounting Procedures

d) No additional step up fee is required.

e) On weekends, monthly, weekly and TLC tickets

are good on certain Amtrak reserved Northeast

Regional trains for no additional charge.

f) Monthly, weekly and TLC tickets are NOT valid

on any premium service (Acela Express), certain

reserved Northeast Regional trains or any long

distance trains.

g) One-way ticket are NOT ACCEPTED on regular

(non-commuter) Amtrak trains.

h) Every Amtrak ticket that is not lifted must be

entered on the “Record of Tickets Honored But

Not Lifted” (NRPC 157).

Figure 8-15 - Example of Weekly MARC via Amtrak-Amtrak

Figure 8-16 - Example of Weekly MARC ticket via CSX-Amtrak

Figure 8-17 - Example of CSX issued MARC weekly

Service Standards Manual No. 6

8-31

Figure 8-21 - Example of Monthly MARC Transit Link Card (TLC)

11. Commuter Agency - Shore Line East

The Connecticut Department of Transportation

sponsors daily commuter service between New

Haven and Old Saybrook, Connecticut. (Refer to

Figures 8-22 and 8-23)

a) Shore Line East 10-ride and monthly tickets,

including “Unirail” Shore Line East/Metro-North

tickets, are accepted on the following Amtrak

trains 83, 93, 94, 95, 165, 176, 178, 2151 between

New Haven and New London. (Refer to Figures

8-24 and 8-25)

b) Travel must be within the limits of the multi-ride

ticket.

c) Every Amtrak ticket that is not lifted must be

entered on the “Record of Tickets Honored But

Not Lifted” (NRPC 157).

Figure 8-22 - Example of Ten Trip Shore Line East Connecticut D.O.T.

Service Standards Manual No. 6

8-33

Figure 8-23 - Example of Monthly Shore Line East - Connecticut D.O.T.

Figure 8-24 - Example of Weekly UniRail Ticket

Figure 8-25 - Example of Monthly UniRail Ticket (Front & Back)

Color changes monthly

12. Commuter Agency - VRE (Virginia Railway Express)

Amtrak operates Virginia Railway Express (VRE)

commuter services that uses a proof-of-payment fare

collection system. (Refer to Figures 8-26 through 8-30)

a) Monthly and 10-ride commuter tickets are good

for the period of time printed on the ticket.

b) Single ride tickets MUST be validated with a

ticket vending macine or a ticket validating

machine, that is located at the station that prints

the current valid date on the ticket.

c) Tickets are not collected.

d) If a passenger does not have a proper ticket, a

summons is issued. This summons is similar to a

parking or speeding ticket and is paid to a local or

state government agency.

e) Tickets are verified by the Conductor or Assistant

8-34

Train Service Accounting Procedures

Conductor. Fines for fare evasion are in the

$200-$500 range.

VRE 5-day tickets only require a “one-time”

validation which is good for five (5) consecutive

business day roundtrips with a "valid through"

date and time printed on the front of the ticket.

EXAMPLE:

If a passenger purchased a five-day ticket on

Monday July 16, and does not validate the ticket

until the morning of Wednesday July 18; the ticket

is valid until Tuesday evening July 24.

Only VRE monthly, five-day and 10-ride tickets

are honored on certain Amtrak trains; other

honor system tickets are not.

h) All commuter tickets will be checked.

Each passenger must buy a $10.00 step-up ticket

from a VRE ticket vending machine and validate

it prior to boarding an Amtrak train.

VRE 5-day and 10-ride tickets must be validated

prior to boarding.

k) Tickets are honored Mondays through Fridays

only, not weekends.

No single ride VRE tickets will be honored on

Amtrak trains.

m) One child six or under may accompany the VRE

passenger free; additional children pay Amtrak’s

“H” fare.

n) Only qualified Conductors and Assistant Conductors

in VRE Service are allowed to write citations.

o) Every Amtrak ticket that is not lifted must be

entered on the “Record of Tickets Honored But

Not Lifted” (NRPC 157).

Figure 8-26 - Example of VRE Single Ride (Amtrak issued)

Service Standards Manual No. 6

8-35

13. Conductor and Assistant Conductor’s On-Board Stock

(COTS)

COTS are tickets sold on-board by Conductors and

Assistant Conductors. These tickets can be for a

passenger’s journey within or beyond a train run, for a

return journey, for a business class seat, for a sleeping

accommodation or for a non-transportation collection.

(Refer to section “N. Conductor On-Board Ticket

Stock (COTS)”in this chapter for detailed instruction)

14. Employee

Employee tickets marked “special” require ID and a

signature on the train for verification. (Refer to

Figure 8-31)

Figure 8-31 - Example of Employee Ticket

15.

Lower-Level (Superliner)

a) Lower-level seating in Superliner Coaches IS BY

RESERVATION ONLY.

• Passengers seated in this area must have one of

three endorsements on the face of their tickets:

“LOWR”, “ACCESS” or “WCHR.”

• A passenger presenting a ticket with the

endorsement, “LOWR” may occupy one

of the ten (10) non-accessible seats in the

lower-level.

• A ticket with the endorsement, “ACCESS”

permits the passenger to occupy one of the two

(2) accessible (wheelchair transfer) seats in the

lower-level.

• A passenger holding a ticket with the

endorsement, “WCHR” is entitled to secure

their wheelchair in the designated parking

space, and to occupy one of the accessible

Service Standards Manual No. 6

8-37

(wheelchair transfer) seats in the lower-level,

unless the accessible (wheelchair transfer)

seats have been reserved by a passenger with

an “ACCESS” ticket.

b) It is not appropriate for any on-train employee

to arbitrarily assign seating in the lower-levels of

Superliner Coaches on the basis of passenger

appearance or request.

Conductors, Assistant Conductors and Train

Attendants must have a copy of the current

manifest in their possession that lists the names

of those customers who have made reservations

to sit in the lower-level of the car.

d) Passengers with non-endorsed tickets may occupy

lower-level seats upon request, only if the manifest

indicates that such seating is available for the

entire length of their trip, at the discretion of

the Conductor.

Passengers occupying lower-level seating without

properly endorsed tickets or permission from

the Conductor must be politely directed to the

upper-level seating area, with assistance offered

and provided in locating open seats and/or

handling luggage.

Passengers must be encouraged to make lower-level

seating requests when reserving or purchasing

future tickets for travel on Superliner Coaches.

16.

Monthly (Flash)

a) Flash Tickets are time sensitive tickets that must

not be collected unless it is the last day or last

possible ride. (Refer to Figure 2-32)

b) Flash tickets can be a commuter agency weekly or

monthly ticket, or an Amtrak monthly or multi-trip

ticket. The following procedures are guidelines for

canceling monthly and multi-trip tickets:

• Ask passenger to provide a valid photo ID

when presenting ticket for the first time.

• When a passenger presents their ticket for the

first time, place punch cut at the top center of

the ticket for a male passenger or place a

punch cut at the bottom center for a female

passenger.

c) If there is reasonable cause to believe that more

than one passenger is using a flash ticket, ask that

8-38

Train Service Accounting Procedures

passenger to sign the ticket on the back (a later

signature will not match).

• If it is certain that more than one passenger is

using a flash ticket, charge the second passenger

the fare.

• If the purchaser of the ticket can be determined,

tell them the terms of the fare, have them sign

the back, and return the ticket.

• If the ownership of the ticket cannot be

determined, the ticket must be kept, a brief

note written on it, signed by the Conductor

or Assistant Conductor, and it must be placed

into the “Train Earnings Reports Envelope”

(NRPC 158).

Figure 8-32 - Example of a Monthly (Flash) Ticket

17.

Multi-Ride

a) Amtrak multi-ride tickets will be valid for a specified

number of rides over a specified number of days.

• The number of rides to be allowed will be

indicated by the number of available punch

targets remaining un-punched on the ticket.

• The number of travel days to be allowed will be

indicated by the date range printed on the ticket.

b) Amtrak multi-ride tickets can be non-transferable

or transferable.

• Non-transferable tickets will be marked “non-

transferable” in the endorsement box (Refer

to Figure 8-33), and such tickets are to be

honored only for the individual whose signature

is on the ticket.

• If no reference to “non-transferable” appears

in the ticket endorsement box the ticket will be

considered transferable (Refer to Figure 8-34),

meaning that the ticket may be used by different

people on different trips and/or by multiple

Service Standards Manual No. 6

8-39

persons on one trip (punch once for each

person, regardless of passenger age).

• If the passenger travels less than the full distance

between the city-pair indicated on the ticket, a

punch is still required; the ticket is never valid

beyond the city-pair indicated on it. Other

allowances and restrictions may apply.

• Consult the appropriate Conductor

Memorandum Tariff for all fare rules for the

fare plan referenced on the ticket.

Multi-ride tickets with connections have fares

published between a number of city pairs where

a connection is sometimes or always required.

EXAMPLE:

• PAO-NYP - thru train or connection at PHL.

• SNA-FNO - train SNA-LAX, bus LAX-BFD,

train BFD-FNO.

For valid multi-ride tickets with a fixed number

of rides (usually 10) the Conductor must use the

follow procedure so that only one ride is cancelled

for the entire trip.

• First Train: The Conductor must punch the

multi-ride ticket, and then issues a zero-value

COTS for the second train; punching the "in

connection with" and "train check" boxes.

The 10-ride ticket number is then written in

the endorsement block. After completing

these steps, the passage coupon is given to

the passenger.

• Second Train: The passenger uses the zero-value

ticket issued by the first train’s Conductor.

Figure 8-33 - Example of UM45 Ticket

8-40

Train Service Accounting Procedures

Figure 8-34 - Example of UMCA Ticket

d) Multi-ride tickets become invalid when either:

• all punch targets have been punched, or

• when the “Not Valid After” date has been

exceeded.

• An Amtrak multiple-ride ticket is presented

beyond the validity dates, it must not be

confiscated.

• The Conductor or Assistant Conductor is to

circle and initial with ballpoint pen the “Not

Valid After” (Refer to Figures 8-33 and 8-34)

date imprinted on the multi-ride ticket and

issue a COTS single-ride ticket for each

passenger(s).

• If the passenger(s) boarded at a station where

the ticket office was open at departure time,

the On-Board Fare (OBF) must be charged.

Upgrading of multi-ride tickets:

• In certain cases, multi-ride tickets may be

upgraded to business class upon payment of

the accommodation charge.

• The following fare plans allow upgrading to

business class:

• UMCA

• UM60

• UMNC

• UMMN

• When upgrading a passenger to business class

that is traveling on a multi-ride ticket, punch

the ticket and collect the accommodation

charge using a COTS.

• Multi-ride tickets are not accepted on Acela

Express.

18.

On-Board Passenger Record (NRPC 3085)

The Conductor or Assistant Conductor must receive

a completed “On-Board Passenger Record” (NRPC

3085) for any passenger or employee who has no

associated transportation to lift or does not appear on

Service Standards Manual No. 6

8-41

the manifest, including passengers purchasing their

tickets on-board the train and passengers traveling

in a group whose name does not appear on the

manifest. The “On-Board Passenger Record” (NRPC

3085) is available in both a single or two-part version.

(Refer to Figure 8-35)

Figure 8-35 - “On-Board Passenger Record” (NRPC 3085)

The “On-Board Passenger Record” (NRPC 3085)

is to be used on all reserved trains.

b) The Conductor will ensure all Assistant Conductors

have an ample supply of “On-Board Passenger

Records” (NRPC 3085). (Refer to Figure 8-35)

Supplies of these forms are available at all crew

base locations.

d) Some individuals may board with a completed

“On-Board Passenger Record” (NRPC 3085).

If individuals board without an “On-Board

Passenger Record” (NRPC 3085), the Conductor

or Assistant Conductor will provide a blank

“On-Board Passenger Record” (NRPC 3085) for

the individual to complete and return back to the

train crew.

The Conductor or Assistant Conductor must

ensure that all of the required information is

provided on the form, and must punch the form

upon completion in the lower right hand corner

to certify the record.

The Conductor is to place all completed “On-Board

Passenger Records” (NRPC 3085) in the “Train

Earnings Reports Envelope” (NRPC 158).

h) When the two-part version of an “On-Board

Passenger Record” (NRPC 3085) is used, the

yellow copy is not to be submitted to the station

and may be discarded or returned to the passenger.

The following persons may not be ticketed or listed

8-42

Train Service Accounting Procedures

on the manifest’s passenger name list:

• Infants and small children

• Passengers purchasing tickets on-board

• Railroad officials

• Government officials

• Medical personnel

• Vendors and/or contractors

• Host railroad employees

• Amtrak police officer in uniform or plain

clothes

• Amtrak employee using a “Head-End/Train

Authorization Permit”

• Amtrak employee using a “Train Inspection

Permit”

• Amtrak employee using an Amtrak

“Temporary Train Authorization Permit”

(NRPC 2889)

• Individual working for a Municipal, State or

Federal Regulatory Agency

All Amtrak employees on business, deadheading

(to or from work) or personal travel must have a

ticket or must complete an “On-Board Passenger

Record” (NRPC 3085). For those employees

boarding at stations that are closed, the Conductor

or Assistant Conductor must receive a completed

“On-Board Passenger Record” (NRPC 3085)

from the employee.

k) All Amtrak employees and pass riders must

provide valid Amtrak photo identification.

All private car owners are required to have an

“On-Board Passenger Record” (NRPC 3085)

completed for each person traveling if a “Private

Car Passenger Record” (NRPC 3160) is not

available. Also, each person traveling must

provide a valid photo identification.

m) An “On-Board Passenger Record” (NRPC 3085)

must be completed for each individual providing

commentary on-board the train. Those guides

currently authorized include:

• National Park Service (through Trails and Rails)

• California State Railroad Museum

• Train Host Association

• Native American

All guides must present a valid form of photo

identification, valid identification for the

organization they are representing, and give

the signed “On-Board Passenger Record”

(NRPC 3085) to either the Conductor or

Assistant Conductor at the time of boarding. If

Service Standards Manual No. 6

8-43

the on-board guide does not have an “On-Board

Passenger Record” (NRPC 3085) the Conductor

or Assistant Conductor must provide one and

ensure that it is properly filled out and signed.

19.

Pre-Paid Internet Ticketing Printout

When a passenger makes a reservation on the

Internet at Amtrak.com, the resulting printout is

not a ticket. The passenger must use the reservation

number on the printout to obtain a ticket at a ticket

office or Quik-Trak self-serve ticketing kiosk prior to

boarding the train.

20.

Quik-Trak

Many stations are equipped with Quik-Trak self-

serve ticketing kiosks that generate Arrow tickets.

a) When a previously made reservation is ticketed at

a Quik-Trak kiosk, the name on the reservation is

printed on the ticket, regardless of whose credit

card was used to pay for it.

b) When a ticket is obtained at a Quik-Trak kiosk

without making a prior reservation (a “walk-up

sale”), the name on the ticket will be the name

on the credit card that was used to access the

kiosk and pay for the ticket. In this case, the

name on the ticket may not correspond with the

passenger’s ID if someone else paid for the ticket.

In order to avoid this situation, a reservation

should be made at 800-USA-RAIL or

Amtrak.com and then ticketed at a Quik-Trak

kiosk. By doing this, Quik-Trak will print a ticket

with the name that is on the reservation (Refer to

previous bullet).

c) 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

(Refer to previous bullets).

d) Passengers and employees must sign Quik-Trak

tickets in the upper left corner.

e) Quik-Trak tickets are Arrow tickets and must be

placed with the Arrow tickets in the “Train

Earnings Reports Envelope” (NRPC 158).

f) Ticket Purchase Records must not be collected

by Conductors or Assistant Conductors. Return

them to the passenger.

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Train Service Accounting Procedures

21.

Railroad Request for Employee Transportation (Form

620)

Amtrak has historically provided a billing arrangement

to certain freight railroads for the purchase of

transportation for their employees traveling on

company business. The “Railroad Request for

Employee Transportation” (form 620) is the only

official document utilized for this billing arrangement.

(Refer to Figure 8-36.)

Amtrak is required to submit a properly signed

“Railroad Request for Employee Transportation”

(form 620) to the freight railroad, to authorize

payment from the freight railroad for transporting

their employee(s).

b) The back of the COTS provides guidance in the

handling incorrect fares shown on the “Railroad

Request for Employee Transportation”

(form 620) or if no “Railroad Request for Employee

Transportation” (form 620) is presented.

Instructions for completing the “Railroad

Request for Employee Transportation” (form 620)

are as follows:

•

A properly completed original (not photocopy)

“Railroad Request for Employee

Transportation” (form 620) must be accepted

as transportation for railroad employees when

boarding at either an un-staffed station location,

or a station that is closed at the time of boarding.

•

In order to be transported, the railroad

employee must have a ticket or a properly

completed “Railroad Request for Employee

Transportation” (form 620).

•

The fare block on the “Railroad Request for

Employee Transportation” (form 620) must be

blank when the freight railroad employee

presents it. Calculate the applicable "One Way

Full Fare" for each employee and write the

total in the fare block.

•

If the freight railroad employee has completed

the fare block, check to see if the amount is

correct. It must be the "One Way Full Fare"

multiplied by the number of freight railroad

employees. If the fare is insufficient, issue a

direct bill COTS for the difference, following

the procedures for "Payment Due" as outlined

on the back of the COTS. If the fare is to high,

honor the “Railroad Request for Employee

Transportation” (form 620) for transportation.

Service Standards Manual No. 6

8-45

d) In the event there is no ticket or “Railroad

Request for Employee Transportation” (form

620), or the fare shown on the “Railroad Request

for Employee Transportation” (form 620) is

incorrect, calculate the applicable "One Way Full

Fare" for each of the railroad employees. Follow

the procedures for "Payment Due" as outlined

on the back of the COTS, Instructions For Use 5.

Payment Due Summary.

•

Punch the "Payment Due." For a partial payment

(e.g., the fare is $100, but the “Railroad Request

for Employee Transportation” (form 620)

shows $80.00) then also punch the "In Conn

With" box.

•

Write the name of the railroad on the "Name"

line.

•

Write the names of the freight railroad

employees in the address, and phone fields.

•

Determine the fare due and show in the

"Amount" field. It is essential that the fare be

calculated and shown — under no circumstances

can this be left blank.

•

In the "Endorsement" box at the top of the

COTS, list the “Railroad Request for Employee

Transportation” (form 620) serial number. If no

“Railroad Request for Employee Transportation”

(form 620) is presented, indicate there is none.

•

Have one of the railroad employee’s sign the

COTS on the "Passenger Signature" line if

payment is due. This validates that the employees

were carried.

•

For distribution of the COTS coupons, refer to

Instructions For Use 7 on the back of the

COTS. Coupon distribution instructions for

“Railroad Request for Employee Transportation”

(form 620) are identified on each page of the

“Railroad Request for Transportation” (form

620) set.

Figure 8-36 - “Railroad Request for Employee Transportation” (form 620)

8-46

Train Service Accounting Procedures

22.

Station Authorization to Carry

Station personnel can issue passengers a “Conductor

Carry Authorization” (NRPC 2983) for travel. (Refer

to Figure 8-37)

The “Conductor Carry Authorization” (NRPC

2983) is a multi-part form printed with black and

red ink.

b) The “Conductor Carry Authorization” (NRPC

2983) identifies who authorized the form and the

reason.

If there is any question about whether the form is

valid, ask the passenger to show some form of

identification.

d) The Conductor or Assistant Conductor must ask

the passenger if they have a ticket.

• If the station employee kept the ticket, the

“Conductor Carry Authorization” (NRPC 2983)

will be lifted as the transportation document

and placed in the “Train Earnings Reports

Envelope” (NRPC 158).

• If the passenger still has the ticket, the ticket

and the “Conductor Carry Authorization”

(NRPC 2983) will be lifted, punched, clipped

together, and placed in the “Train Earnings

Reports Envelope” (NRPC 158).

In some instances, an authorized employee may

not have time to prepare a “Conductor Carry

Authorization” (NRPC 2983) and must place a

passenger on-board a train without the proper

documentation.

• The authorized employee will be responsible

for providing the Conductor with a total count

of such passengers. Authorized employees may

be Crew Base Management, a Station Supervisor

or a Ticket Agent in a small stations.

• The following are examples of legitimate

instances:

• Service disruptions

• Late train connections

• Holding trains

• As with any un-ticketed situation, a COTS

must be completed and coupon distributed as

per the guidelines.

Service Standards Manual No. 6

8-47

Figure 8-37 - “Conductor Carry Authorization” (NRPC 2983)

23.

USA Rail Pass

Amtrak’s USA Rail Pass provides a defined number

of segments of Coach travel within a specified number

of days between all points on the Amtrak system

(including Amtrak served points in Canada, except

cities between the border and Toronto on the VIA

Rail Canada portion of the Maple Leaf). (Refer to

Figure 8-38)

Eligibility

The USA Rail Pass is available to any person

regardless of their nationality or residency.

Identification will still be required as per

Amtrak’s ID requirements. (Refer to section

“Acceptable Forms of Identification (ID)” in this

chapter)

b) Pass Types

•

8 segments of travel over a 15 day period.

•

12 segments of travel over a 30 day period.

•

18 segments of travel over a 45 day period.

Pass Validity

• Each USA Rail Pass entitles its purchaser to a

defined number of segments of Coach travel

(does not include Sleeping Car or Business

Class accommodation charges) between all

points on the Amtrak system (including

Amtrak served points in Canada, except cities

between the border and Toronto on the VIA

Rail Canada portion of the Maple Leaf).

• The pass will not be valid unless it is attached

to a USA Rail Pass folder.

8-48

Train Service Accounting Procedures

• The USA Rail Pass is good only for the personal

use of the passenger named on the Rail Pass.

• Rail Pass cards and tickets may not be honored

before or after the validity period, as entered

by the ticket agent in the boxes on the front of

the passenger’s USA Rail Pass folder.

• The validity period must commence within 180

days from the date of Rail Pass issuance, and is

from:

• the “START DATE” is the first day the Rail

Pass may be used, through…

• the “END DATE” is the last day of travel

for which the Rail Pass may be used. This

date is the expiration of the validity period,

which is in addition to the date of the first use.

• All travel must be completed by 11:59 p.m. on

the last day of validity.

d) USA Rail Passes are Not Valid on

• Acela Express.

• Auto Train.

• VIA Rail Canada portions of the trains operat-

ed jointly by Amtrak and VIA Rail Canada.

This includes the Maple Leaf between Niagara

Falls, Ontario and Toronto, Ontario and inter-

mediate stations.

• Non-Amtrak connecting interline services.

Pass Valid with Supplemental Charges

Conductor or Assistant Conductor may upgrade

tickets on-board using the following supplemental

charges:

• Sleeping Car - use the Sleeping Car

accommodation charge.

• Business Class - use the Business Class seat

charge.

Ticket Validity

For the purpose of meeting minimum ticket

requirements, tickets issued to USA Rail Pass

holders will be considered as equivalent in value

to one regular rail passage fare. The Conductor

will require passenger to present tickets endorsed

with the USA Rail Pass. USA Rail Pass tickets may

be on Arrow stock or a Book ticket if the Arrow

system is down at time of issuance. (Refer to

Figure 8-39)

• The Conductor or Assistant Conductor will

request the passenger to present a valid form

Service Standards Manual No. 6

8-49

of identification with the name matching that

of the Rail Pass and travel ticket.

• The Conductor or Assistant Conductor will not

honor USA Rail Pass cards without tickets.

• Rail Pass holders must obtain tickets before

boarding trains.

• If the passenger does not have the Rail Pass in

their possession, the full fare must be collected.

The unsupported ticket must be lifted, canceled

and put in the “Train Earnings Reports

Envelope” (NRPC 158) attached to the COTS

Passage Coupon A (with a brief explanation

written on the face of the ticket).

Figure 8-38 - Example of USA Rail Pass folder with Pass attached

8-50

Train Service Accounting Procedures

Figure 8-39 - Example of USA Rail Pass Ticket

24. VIA Rail Canada

Three Amtrak routes cross the U.S./Canadian border:

New York to Montreal, New York to Toronto and

Seattle to Vancouver.

a) On the New York to Montreal and the Seattle to

Vancouver routes, only one ticket in each direction

will be issued since this is Amtrak service.

Depending on where the tickets were issued,

they may be on Amtrak Arrow ticket stock or on

VIA Rail Canada ticket stock. (Refer to Figures

8-40 and 8-41)

Figure 8-40 - Example of Amtrak Ticket - Albany/Rensselaer, NY to Montreal, QC

Figure 8-41 - Example of Amtrak Ticket - Seattle, WA to Vancouver, BC

b) On the New York to Toronto route, two tickets

will be issued in each direction since this is joint

Amtrak/VIA Rail Canada service. One ticket will

Service Standards Manual No. 6

8-51

be issued between New York (NYP) and the U.S./

Canadian border (CBN) and is to be lifted by the

Amtrak crew. The other ticket will be issued between

the border (CBN) and Canadian destination and

is to be lifted by the VIA crew. Depending on

where the tickets were issued, they may be on

Amtrak Arrow ticket stock or on VIA Rail

Canada ticket stock. (Refer to Figures 8-42 and 8-43)

Figure 8-42 - Example of Amtrak Tickets - Toronto, ON to Canadian Border,

NY and Canadian Border, NY to New York, NY

Figure 8-43 - Example of VIA Rail Canada Ticket - Toronto, ON to Canadian

Border, NY and Canadian Border, NY to New York, NY

8-52

Train Service Accounting Procedures

Revenue Structure

Yield Management

Yield Management is a process that allocates

seats and accommodations to certain fare levels,

also known as fare buckets.

b) By monitoring, anticipating and reacting to how

space is being reserved on every train, a fare level

can be assigned to each individual seat and room

in order to maximize revenue.

EXAMPLE:

If a train is showing low reservations for three

weeks in February, more seats and rooms may be

assigned to lower fare levels in order to stimulate

sales and prevent the space from running vacant.

If, however, a train is in high demand in July and

August, a higher fare will be assigned to its seats

and rooms in order to generate the highest revenue.

The location of a seat or accommodation on the

train has no bearing on Yield Management. The

process is driven by how the train is selling and

the percentage of space at each fare level.

Fare Structure

a) Fares shown in Conductor’s Memorandum

Tariffs apply via direct routes.

b) All routes shown in Amtrak tariffs apply to all

types of fares, including discounted fares, unless

otherwise restricted by the Fare Code Rules in

Conductor’s Memorandum Tariffs.

Fare Codes and Rules

a) Each fare offered by Amtrak is assigned a unique

Fare Code.

b) The Fare Code Rules contain the definitions and

rules associated with each individual Fare Plan.

c) The Fare Code Rules include information such as:

• Validity

• Class of service

• Blackout dates

• Ticketing restrictions

• Reservation requirements

• Stopovers

• Ticket endorsements

• Special conditions

Service Standards Manual No. 6

8-53

Accommodation Charges

a) A minimum of one rail fare ticket per

accommodation is required for all types of

accommodations.

b) In addition to the basic rail fares, there are

various one-way charges for the actual occupied

accommodations (Sleeping Car rooms, First Class

and Business Class seating).

c) Accommodation charges are shown along with

the rail fares in Amtrak tariffs and must be added

to regular rail fares, that are valid for travel in

these accommodations.

d) In First Class and Business Class seating,

each passenger two years of age and over must

pay one applicable accommodation charge.

e) If one or two children under two years of age

exclusively occupy one First Class or Business Class

seat, one accommodation charge must be paid.

f) No reduction is granted to children on Sleeping

Car charges, First Class or Business Class seat

charges.

Passenger Type and Discount

Adult

An adult is a passenger between the ages of 16 to 61

inclusive, that is required to pay a full fare.

a) Discounts that are available to adult passengers

include:

• Disability and Companion

• Mobility impaired and Companion

• Military Furlough

• Student Advantage (Not sold on-board)

• AAA (Not sold on-board)

• NARP (Not sold on-board)

• Veterans Advantage (Not sold on-board)

b) If a passengers boards at an un-staffed station with

a valid reservation at the membership discount

for one of the associations not sold on-board,

issue a COTS at the best available regular fare.

• Advise the passenger that they can have the

ticket adjusted at a staffed Amtrak ticket

office, or by contacting Amtrak Customer

Refunds.

• If the passenger boards without a reservation

or without a ticket at a staffed station, the

8-54

Train Service Accounting Procedures

discount is not applicable, nor will the discount

be granted retroactively.

Child

Minors 16 years of age and over will be charged

adult fares.

b) Children 2 to 15 inclusive

• Up to two children aged 2 though 15, may

travel at approximately one-half the adult fare

for each person in the party paying the adult

fare. (Unaccompanied minor tickets, issued at

adult rate, do not qualify as adult tickets for

this purpose.)

• Additional children beyond the two-per-adult

fare maximum will be charged adult fare.

• To determine the child’s fare, apply the adult

fare to the “50% Discount” column in the

Discount Tables For On-Board Sales publication.

Children under 2

•

One child under two not occupying a separate

seat may travel free with each passenger

paying an adult fare.

•

Children under two in excess of this number

will be charged the fare for children 2-15,

subject to the two-per-adult fare maximum.

•

Nothing in this rule is intended to prevent a

child under two years of age traveling free

from occupying a vacant seat aboard trains

until it is needed for a paying passenger. The

seat must then be vacated promptly for the

paying passenger.

•

Children under two occupying space that would

otherwise be taken by a paying passenger,

will be charged the fare for children age 2-15,

subject to the two-per-adult fare maximum.

•

Children under 2 traveling free must be

recorded on an “On-Board Passenger Record”

(NRPC 3085) that the Conductor will retain

in the “Train Earnings Reports Envelope”

(NRPC 158).

•

Children under two traveling free under these

rules may share a Sleeping Car, Business Class

seat or First Class accommodation with fare-

paying passengers without charge.

•

The above rules apply to all Amtrak reserved

and unreserved trains, including Acela Express.

Service Standards Manual No. 6

8-55

Disability and Companion

Eligibility

• Such passengers are defined as persons who

have a physical or mental impairment that

substantially limits one or more major life

activities.

• Anyone who has a mental or physical impairment

that limits their access to the use of Amtrak’s

passenger services is qualified to receive the

benefits of the reduced fare policy.

• They must, however, show identification

indicating they are disabled to take advantage

of a discount.

b) Identification

Identification can take various forms:

• Identification card issued by a local or regional

transit system.

• Membership card for a disability organization

(e.g., Foundation for the Blind).

• Letter from a doctor.

• Disabled parking placard issued by a State

Department of Motor Vehicles (a photocopy

of a disabled parking placard would also be

acceptable to permit the individual to leave the

original placard in the car and park in a blue

space).

• In cases where the identification used does

not have a photograph, another piece of

identification must also be requested which

has a photograph or signature to match.

• While Amtrak can require identification for

disability discounts, employees may not

request identification when a passenger

requests assistance or an accommodation

such as a meet and assist.

Service Animals

(Refer to Chapter 11 “Assisting Passengers with

Disabilities”)

d) Discounted Adult Fares

The discount for persons with disabilities is 15%

off the lowest fare available for the customer’s

itinerary and applies to:

• regular full fares.

• special one-way fares.

• Acela Express fares.

• group fares.

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Train Service Accounting Procedures

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 11