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

Coupon Distribution

Coupon A (Passage Coupon) (Refer to Figure 8-54)

always placed in the “Train Earnings Reports

Envelope” (NRPC 158) except when Coupon A

is used for a one-way return ticket (part of a

round-trip request), then the customer gets

Coupon A.

b) Coupon B (Passenger Receipt) (Refer to Figure

8-55) is given to the passenger as their receipt

except in OFF passenger removal situations.

Coupon C (Auditor’s Coupon) (Refer to Figure

8-55) always remitted to Station Ticket

Agent/Ticket Receiver along with the

“Conductor/Asst. Conductor Sales Report”

(NRPC 193).

d) Coupon D (Billing Coupon) (Refer to Figure

8-55) always remitted to Station Ticket

Agent/Ticket Receiver along with the

“Conductor/Asst. Conductor Sales Report”

(NRPC 193).

If the Conductor or Assistant Conductor has

voided COTS, all four (4) coupons of the COTS

form must be remitted.

Service Standards Manual No. 6

8-97

Endorsement

Box

Origin

Destination

Handwritten

Amount

Amount Boxes

Number of

Station

Full Fares

Unstaffed,

Closed and

Number of

Override

Half Fares

Special Ticketing

PEL (Prior

Situation and

Erroneous Lift)

“Paid by Check”

OFF (Passenger

Removal)

DHD

Calendar

(Deadhead)

RET (Return

FROM (origin)

Carry-By)

Station and

PMT DUE

TO (destination)

(Payment Due)

Station

Passenger

9-Digit Ticket

Signature Line

Number

Credit Card

Imprint Area

Types

Passenger

Information

Figure 8-54 - COTS Coupon A

8-98

Train Service Accounting Procedures

Coupon B

Coupon C

Coupon D

Figure 8-55 - Example of COTS

Using COTS for Upgrades

Upgrade from Acela Express Business Class to Acela

Express First Class

The Conductor or Assistant Conductor must take the

following steps to upgrade a passenger from Acela

Express Business Class to Acela Express First Class:

a) Check the manifest for available space.

b) If space is available, call (800) 205-0711 (the

phone number is also on the manifest) or use the

on-board telephone in the Conductor’s office

(recall/23/send) to hold the space.

c) Complete a COTS for the First Class seat charge.

d) Passenger-type discounts (child, senior, military,

etc.) are never applied to accommodation charges.

Upgrade from Coach to Business Class

The Conductor or Assistant Conductor must take

the following steps to upgrade a passenger from

Coach to Business Class.

a) Check the manifest for available space.

b) If space is available, call (800) 205-0711 (the

phone number is also on the manifest) to hold

the space.

c) Complete a COTS for the Business Class seat

charge.

d) Passenger-type discounts (child, senior, military,

etc.) are never applied to accommodation charges.

Upgrade from Coach to Sleeping Car

The Conductor or Assistant Conductor must take

the following steps to upgrade a passenger from

Coach to Sleeping Car accommodation.

Service Standards Manual No. 6

8-99

a) Check the manifest for available space.

b) If space is available, call (800) 205-0711 (the phone

number is also on the manifest) to hold the space.

When a passenger occupies a Sleeping Car for only

a portion of travel between two points where a

through fare is published, charge the applicable

accommodation charge between those points

where such accommodations are actually occupied.

d) Collect the D-level accommodation charge, as

listed in the Conductor’s Memorandum Tariff for

the class of Sleeping Car accommodation being

sold (e.g., ED accommodation fare for a

Superliner Roomette).

For Amtrak pass riders upgrading from Coach

on-board, take the D-level accommodation charge

for the class of Sleeping Car accommodation being

sold and apply it to the 20% discount table.

• Charge the resulting amount.

• Upgrades made by pass riders on the train are

not refundable even if the Sleeping Car does

not sell out.

• To be eligible for a refund, a pass rider PNR

that includes the room must have been made

before boarding the train, and the full fare

(80% of the D-level rail fare plus 80% of the

accommodation charge, determined by the

room inventory class booked) must be paid to

the Conductor if the pass rider does not

already have a ticket.

Other Railroads Employee 50% Discount for

Sleeping Car Accommodation Charges

• Sleeping Car accommodation charges for

employees of other railroads who are eligible

for 50% discount on accommodations, who have

obtained their rail passage tickets at ticket offices

by presenting their Rail Travel Privilege Cards

(RTPC), reduced rate orders, or other pass

documents will be one-half the one-way

accommodations charge.

• Use the 50% column in the Discount Tables for

On-Board Sales to establish the correct charge.

• This discount level applies only to passengers

designated (on their rail ticket) by Type "R"

or "D".

• No other pass riders are eligible for this level

of discount.

Passengers Upgrading Using Guest Rewards

For passengers upgrading a ticket obtained using

8-100

Train Service Accounting Procedures

Guest Rewards points, use the same calculations

as if the passenger had a revenue ticket.

h) Passengers Upgrading on Auto Train

(Refer to Section P.6. “Upgrade to Sleeping Car

Accommodations on Auto Train” for this procedure.)

Upgrade from Coach to Accessible Bedroom

The Conductor or Assistant Conductor must take

the following steps to upgrade a passenger from

Coach to Accessible Bedroom.

a) Check the manifest for available space.

b) If space is available, call (800) 205-0711 (the phone

number is also on the manifest) to hold the space.

c) For mobility-impaired passengers upgrading

on-board from Coach to Accessible Sleeping

Car space. Apply the applicable Roomette price

to the 15% discount column, then follow the

instructions for normal on-board Sleeping Car

sales as outlined in the back of the Discount

Tables for On-Board Sales book.

d) For non-mobility-impaired passengers upgrading

on-board from Coach to Accessible Bedroom

Follow the instructions for normal on-board

Sleeping Car sales as outlined in the back of the

Discount Tables for On-Board Sales book.

• H rooms have their own charges in the

Conductor’s Memorandum Tariff

• M rooms—use the D charges

e) Passengers Upgrading on Auto Train

(Refer to Section P.6. “Upgrade to Sleeping Car

Accommodations on Auto Train” for this procedure.)

Upgrade from Sleeping Car to Sleeping Car

The Conductor or Assistant Conductor must take

the following steps to upgrade a passenger from

Sleeping Car to Sleeping Car.

a) Check the manifest for available space.

b) If space is available, call (800) 205-0711 (the phone

number is also on the manifest) to hold the space.

c) Upgrade of Room Type for Entire Trip

• Determine the price the passenger paid for the

accommodation from their ticket.

• In the Conductor’s Memorandum Tariff, go to the

page for fares specific to the train and city pairs.

• Using the D-Level accommodation charge for

the appropriate city pair and accommodation

type, determine the charge; then subtract the

accommodation charge that the passenger

already paid from that amount on their ticket.

Service Standards Manual No. 6

8-101

• The difference is the amount to charge the

passenger for the upgrade.

• If this difference is under $50.00, charge

$50.00; it always costs a minimum of $50.00 to

upgrade to a higher room type.

• For Amtrak pass riders, apply both accommo-

dation charges to the 20% discount table.

• The minimum upgrade charge for an Amtrak

pass rider is still $50.00.

d) Upgrade of Room Type between Select City Pairs

•

Determine the inventory class (S, A, B, C or D)

of the accommodation that was paid by the

passenger. This inventory class appears next to

the passenger’s name on the manifest and is on

the passenger’s ticket or ticket receipt.

•

In the Conductor’s Memorandum Tariff, go to

the page for fares between the city pair for

which the passenger wants to upgrade.

•

Determine the D-level accommodation charge

of the higher priced room type between that

city pair.

•

Using the D-level accommodation charge,

determine the charge for the lower priced

room type between that city pair - use the

accommodation charge that corresponds to the

inventory class originally paid by the passenger.

•

Subtract the accommodation charge of the

lower room type from the higher priced.

•

The difference is the amount to charge the

passenger for the upgrade.

•

If this difference is under $50.00, charge

$50.00; it always costs a minimum of $50.00 to

upgrade to a higher room type.

•

For Amtrak pass riders, apply both accommo-

dation charges to the 20% discount table.

•

The minimum upgrade charge for an Amtrak

pass riders is still $50.00.

EXAMPLE:

A passenger has a ticket from Chicago to Seattle

showing the through “EB” roomette charge. At

Stanley, North Dakota, the passenger wants to

upgrade to an available unsold bedroom.

(Amounts shown are for the example only and

may not be accurate.)

• DD accommodation charge STN-SEA: $355.00.

• EB accommodation charge STN-SEA: $303.00.

• The charge to upgrade is $52.00.

8-102

Train Service Accounting Procedures

If the passenger had paid the “EA” roomette charge:

• DD accommodation charge STN-SEA: $355.00.

• EA accommodation charge STN-SEA: $399.00.

• The difference is: ($44.00) (a negative number,

in this case).

• The difference is lower than the $50.00 minimum,

so the charge to upgrade would be $50.00.

Transfer to Like Accommodations

• Passengers may want to transfer en route to

other available accommodations of the same

value as those occupied, to be nearer the center

of the car, or for other reasons.

• Passengers may make such transfers, to the same

destination on the same train, or in through cars

on the same route, without additional charge.

Passengers Upgrading Using Guest Rewards

For passengers upgrading a ticket obtained using

Guest Rewards points, use the same calculations

as if the passenger had a revenue ticket.

Passengers Upgrading on Auto Train

(Refer to Section P.6. “Upgrade to Sleeping

Car Accommodations on Auto Train” for this

procedure.)

Upgrade to Sleeping Car Accommodations on

Auto Train

a) Auto Train does not take part in the en route

Sleeping Car upgrade program.

b) All passengers check-in at the ticket counter, at

which time they are offered the opportunity to

upgrade to Sleeping Car accommodations, paying

whatever fare applies at that time to the inventory

class (S, A, B, C or D) of the accommodation that

is available.

c) Tickets are also lifted at that time - they are not

lifted on the train.

d) Before the train departs, the Operations

Supervisor is given the inventory class of the

accommodations that remain unsold.

e) If a passenger changes his or her mind en route

and wants to upgrade, he or she pays whatever

the inventory class calls for - not automatically

the D-level as on other trains.

• Therefore, the price to upgrade at the ticket

counter and the price to upgrade on the train

is the same.

• Waiting to upgrade on-board may actually cause

the price to increase, since another passenger

Service Standards Manual No. 6

8-103

may have purchased the last room that was

selling from a lower inventory class.

Q. Forms of Payment

(Listed in alphabetical order)

Canadian Currency

a) Canadian paper bills (no coins) are the only foreign

currency accepted on trains that cross the US -

Canada border.

b) Ask passengers to pay with US currency first.

c) Canadian currency can be properly adjusted

using the latest Canadian/US Currency

Conversion Table.

• The current Canadian/US Currency

Conversion Table is distributed using an

“Operations Service Advisory” (OSA) and is

available at Crew Bases with trains crossing

the US/Canadian border.

• The current Canadian/US Currency

Conversion Table is also available on Amtrak’s

Intranet at http://intranet.nrpc > Library >

Service Standards > Resources or on the

Internet at http:// customerservice.amtrak.com

> Resources.

• An example of the Canadian/US Currency

Conversion Table can be seen in Figure 8-56.

d) The US equivalent of Canadian currency is taken

as the value toward payment.

e) When making change for Canadian paper bills,

use Canadian currency first before using US

currency (bills and coins).

f) The preferred method is to take the smallest

amount in Canadian paper bills that will cover

the sale.

8-104

Train Service Accounting Procedures

Figure 8-56- Example of Canadian/US Currency Conversion Table

Cash

Amtrak accepts US currency on all trains.

Payment Cards (Credit Cards and Debit Cards)

a) Credit cards and debit cards that carry a clearly

displayed valid logo of one of the following

brands are the only payment cards accepted by

Amtrak on-board trains:

• MasterCard

• Visa

• American Express

• Discover

b) Security

• Every Amtrak employee who has access to

payment card information must make every

effort to protect that information at all times.

• Payment card information includes the cards

themselves, the account numbers and the

machines used to accept payments.

c) The signature panel on the back of the payment

card has the following fraud-prevention features:

• The word “VOID” will appear in the signature

panel if an attempt is made to erase the original

signature. Do not accept these cards.

Service Standards Manual No. 6

8-105

• The signature panel must contain the passengers’

signature or the wording “See ID.” (When “See

ID” appears, ask the passenger for a valid photo

ID for the purpose of matching the name on ID

to name on card.)

• It is not required that the signed name match

the name embossed or printed on the front of

the card (e.g. business/corporate cards or

spouse/parent cards).

d) Use the Conductor Payment Card Device to

accept a payment card.

•

Detailed instructions for use of the Conductor

Payment Card Device are provided on the

Quick Reference Card issued with each Device.

•

It is each crew member’s responsibility to

ensure that the device is in proper working

order with a charged battery and adequate

paper when starting each shift.

• In order for a crew member to receive proper

credit for payment card sales, the log-in

sequence must be followed accurately.

•

The last four (4) digits of the COTS number

(excluding the final control digit that is separated

by a space from the COTS number) must be

keyed into the device for every train ticket sold.

•

The magnetic stripe from each payment card

must be read by the machine; no key-entered

transactions are permitted on-board.

•

If End-of-Trip has not been processed, a

transaction may be voided.

•

If End-of-Trip has been processed, a supervisor or

Ticket Receiver must be notified of a transaction

that requires a change.

•

When the communications signal is poor, the

Conductor or Assistant Conductor may elect

to put the device into Store & Forward (S&F)

mode to improve the speed of transactions.

•

When there are a large number of passengers

waiting to purchase tickets in a short period of

time, the Conductor or Assistant Conductor

may elect to put the device into S&F mode to

improve the speed of transactions.

•

The Conductor or Assistant Conductor will not

be held responsible for transactions that are

declined in S&F mode unless it is found that

this process has been abused.

8-106

Train Service Accounting Procedures

• The End-of-Trip process must be completed at

the end of each trip or, at a minimum, at the

end of each 24-hour period.

e) Accepting Payment Cards.

• If the device returns a DECLINE message,

the passenger must provide another form

of payment such as cash or another valid

payment card.

• Every payment card transaction must be

submitted using the device; no manually

written transactions will be permitted.

• Payment cards may not be used to obtain cash

from Amtrak.

• Payment cards can only be used for the exact

value of the item purchased.

• Passenger signatures are required on payment

receipts for transactions greater than $24.99.

• Transactions requiring the card holder to enter a

PIN number are not accepted on-board the train.

Payment Due

(Refer to R.3. “Payment Due (PYMT DUE)”)

Un-accepted Forms of Payment

a) Non-U.S. Currency (unless otherwise noted)

b) Cashier’s Checks

c) Money Orders

d) Travel Vouchers

e) Personal Checks

f) Travelers Checks

g) Payment Cards with brand logos other than the

brands listed in Q.3. “Payment Cards (Credit

Cards and Debit Cards)”.

h) Payment Cards requiring a PIN

COTS as Other Documentation

Deadhead (DHD)

a) Under no circumstances are non-Amtrak dead-

heading train crew members allowed to travel

without a completed COTS unless they have a

ticket or an original (not photocopy) “Railroad

Request for Employee Transportation” (form 620).

b) Without a “Railroad Request for Employee

Transportation” (form 620), Amtrak will not be

compensated.

Service Standards Manual No. 6

8-107

c) The COTS must have the “DHD” and “Payment

Due” blocks punched.

d) Coupon A (Passage Coupon) goes in the “Train

Earnings Reports Envelope” (NRPC 158).

e) Coupon B (Passenger Receipt) is given to the

deadheading employee(s).

f) Coupon C (Auditor’s Coupon) and Coupon D

(Billing Coupon) must be remitted to the Station

Ticket Agent or Ticket Receiver cashier along with

the “Conductor/Asst. Conductor Sales Report”

(NRPC 193).

Passenger Removal (OFF)

a) When a passenger understands that they must

pay, can pay, yet still refuse to sign the COTS

form, they must be removed in accordance with

Amtrak policies.

b) Complete the COTS for Amtrak’s records.

c) Note any pertinent information (e.g., Police

Officer Jones, Philadelphia, removed intoxicated

passenger for non-payment of fare).

d) The “OFF” block must be punched on the COTS.

e) No dollar value must be punched.

f) Coupon A (Passage Coupon) and Coupon B

(Passenger Receipt) are to go into the “Train

Earnings Reports Envelope” (NRPC 158).

g) Coupon C (Auditor’s Coupon) and Coupon D

(Billing Coupon) must be remitted to the Station

Ticket Agent or Ticket Receiver cashier along

with the “Conductor/Asst. Conductor Sales

Report” (NRPC 193).

h) Punch all pertinent blocks.

i) Write N/A for the dollar value.

Payment Due (PYMT DUE)

a) The transportation collection/examination can

include a “payment due” direct bill situation.

• In this case, the passenger is allowed to ride.

• By signing the COTS, they promise to pay later.

b) If a passenger does not have a ticket, cash or

credit card and the train has left the station, the

Conductor or Assistant Conductor can, after the

passenger signs the “Payment Due” portion of a

COTS, either allow the passenger to ride to their

destination or to a station before their destination.

8-108

Train Service Accounting Procedures

Criteria in making a decision to allow the passenger

to ride to their destination or to a station before

their destination:

• whether it is simply an attempt to avoid paying

• the distance of the journey

d) If it is clearly not an attempt to avoid paying but

the trip is a long one, make a decision after

trying to contact someone who the passenger

suggests can come to a station and either pay or

convince a Passenger Services representative that

payment will be made.

• The Conductor or Assistant Conductor must

call CNOC at (800) 205-0711 to help in these

matters.

• If this scenario will take more time than the

Conductor or Assistant Conductor has before

being relieved, they must fully brief the relieving

train crew.

• The passenger must also be introduced to the

Conductor of the relieving train crew.

If the passenger wants to detrain as soon as possible

and return to their origin, prepare a Payment

Due COTS for that trip and prepare one for the

return trip.

• The COTS must have a notation in the “Credit

Card Number” block that describes the exact

train for which that COTS is valid.

• Take into account the amount of waiting time

for the return journey.

• Employees must explain the return trip schedule

to the passenger.

• If the passenger wants to detrain and not

return to their origin, they still must be billed

for the journey that is taken.

Stations that have a Passenger Service

representative have the authority to decide

hardship cases.

• Conductor or Assistant Conductor must consider

using a Passenger Service representative when

deciding which station they will carry a

“Payment Due” passenger to.

• If the decision is to carry a passenger to a station

with a Passenger Service representative, the

Conductor or Assistant Conductor can give

that station some assistance by telephoning the

details to that station in advance.

Service Standards Manual No. 6

8-109

g) The Conductor or Assistant Conductor does not

have the authority to carry a passenger without

a “Payment Due” document in the form of a

properly completed COTS.

h) The dollar value of the length of the passenger’s

journey must be written and punched on the COTS.

i) The Conductor or Assistant Conductor must

legibly print the passenger’s name, address, city,

state, zip code and telephone number, ensuring

that the passenger’s information has printed onto

all coupons of the COTS.

j) The type of identification and identification number

displayed by the passenger must be recorded on

the COTS.

k) Only fares that are permissible for on-board sales

may be used.

l) The Conductor or Assistant Conductor must tell

the passenger to forward the payment within 10

days to the address on the back of Passenger

Receipt Coupon B advising them that they will

not receive a bill, and that this coupon is the bill.

m) Once a Payment Due COTS has been signed, the

passenger must be given the same respect afforded

to any other Amtrak passenger.

n) If a Passenger Services representative has received

payment, a pre-paid ticket must be brought out to

the train for the passenger’s journey.

o) If a passenger refuses to pay a higher fare than

they feel is correct or refuses to pay for a "step

up" in service because of information provided

by an Amtrak agent, Amtrak does not consider

this an attempt to avoid paying.

p) The Conductor or Assistant Conductor must

politely explain Amtrak’s policies and fare rules

using the Conductor’s Memorandum Tariff book,

this Service Standards Manual or any other official

document.

• A firm, confident, non-argumentative

approach is necessary.

• If possible, allow the passenger time to digest

this information.

• If the dispute cannot be settled in a calm,

friendly, and professional manner, complete a

Payment Due COTS for the proper amount

and ask the passenger to sign it.

q) If the passenger still will not pay the disputed

8-110

Train Service Accounting Procedures

amount, advise them to call the Customer Service

Center (800) USA-RAIL.

• The passenger must NOT be removed from

the train if they simply refuse to sign for the

additional amount.

• The passenger must still be offered Coupon B

(Passenger Receipt) in case they change their

mind and accept the charge later.

The Conductor or Assistant Conductor must

remit the COTS writing "Refused to sign" on the

passenger’s signature line, and a short explanation

in the credit card imprint area for situations

where a ticket or payment is received that does

not cover the total amount due.

Removal is appropriate if the passenger refuses

to surrender some type of payment or a ticket,

acknowledges that they understand they are

obliged to pay, yet still refuse to pay or sign a

Payment Due COTS.

If a passenger is able to pay a significant portion

of the fare but can not pay the entire fare, it is

appropriate to accept what ever payment is

available, then use the COTS for the remaining

balance. Or, if the “significant portion” of the fare

is paid with two forms of payment (i.e. cash, credit

card) then two COTS must be used.

• Write in the “Credit Card” area “Partial

Payment,” the amount paid, and the document

type and number on which the fare was paid

(such as a cash ticket).

• Do not remove this passenger.

• Coupon A must be placed in “Train Earnings

Reports Envelope” (NRPC 158).

• Remove Coupon B and give it to the passenger

as their invoice.

• Coupons C and D must always accompany the

“Conductor/Asst. Conductor Sales Report”

(NRPC 193) to the ticket office or to the

Ticket Receiver’s Office for remittance.

u) It is preferable to handle difficult situations away

from other passengers.

Every effort must be made to keep unpleasant

and/or embarrassing transactions private.

Prior Erroneous Lift (PEL)

a) A Conductor or Assistant Conductor can sometimes

Service Standards Manual No. 6

8-111

tell, or strongly suspect, that a passenger’s ticket

was lifted in error.

EXAMPLE:

With a book type ticket, it is often possible to

determine an erroneous lift with some degree of

certainty because the receipt is punched with every

ticket lift and the coupons that are left can be counted.

b) If a prior erroneous lift occurs, the passenger

must be taken to their destination.

If the prior erroneous lift can be determined, or if it

is in the Conductor’s or Assistant Conductor’s

best judgment, a COTS must be prepared with

“PEL” in the method of payment area.

d) Do not indicate a dollar value (write “N/A”).

A signature is not necessary.

Punch the “PEL” block.

A short explanation is necessary including the

ticket number.

h) Coupon A (Passage Coupon) goes in the “Train

Earnings Reports Envelope” (NRPC 158).

Coupon B (Passenger Receipt) is given to the

passenger.

Coupon C (Auditor’s Coupon) and Coupon D

(Billing Coupon) must be remitted to the Station

Ticket Agent or Ticket receiver cashier along

with the “Conductor/Asst. Conductor Sales

Report” (NRPC 193).

Return Carry-By (RET)

a) When a passenger is inadvertently “carried-by”

their destination, the Conductor or Assistant

Conductor must authorize the return journey,

free of charge.

b) Use the COTS to document and describe the

“Carry-Back.”

c) The “RET” block must be punched.

d) Do not indicate a dollar value, write “N/A” in the

fare blocks.

e) The “FROM” and “TO” must read in the direction

of the return journey.

f) Punch the COTS for the next available train, and

inform the passenger that this train will get them

back to their intended destination.

8-112

Train Service Accounting Procedures

g) Courtesy must be used in handling these situations

at all times.

h) Give the passenger Coupon A (Passage Coupon)

and Coupon B (Passenger Receipt) explaining

that Coupon A is for the return trip and that

Coupon B is the passenger receipt.

i) Coupon C (Auditor’s Coupon) and Coupon D

(Billing Coupon) must be remitted to the Station

Ticket Agent or Ticket Receiver cashier along

with the “Conductor/Asst. Conductor Sales

Report” (NRPC 193).

j) Using seat checks, bar napkins, or any other

material to write a “return to” note to the train

crew on the returning train is not acceptable.

k) A “Passenger Incident Report” (NRPC 3200)

must be complete by the Conductor.

Train Check

A train check situation occurs when a passenger

wants to purchase a ticket to a destination involving

a change of trains, and therefore needs a ticket for

the second train. These steps must be taken when

cutting a COTS.

a) Indicate the origin and destination as if the

passenger was only traveling between the stop-off

point and the final destination.

b) Charge the fare from the original boarding station

to the final destination.

c) Punch the “Train Check” box and write the original

boarding station in the spot carbon area.

d) Complete and punch the COTS as in any other

situation.

e) The passenger receives Coupon A (passage ticket)

and Coupon B (receipt).

f) Tell the passenger to present both coupons to the

Conductor or Assistant Conductor on the next

train, and that the crew will retain Coupon A as

the ticket.

g) Enter this COTS on the “Record of Tickets Honored

But Not Lifted” (NRPC 157) since Coupon A will

be used as the ticket on the next train.

EXAMPLE:

A passenger boards a train in Princeton, IL and

wants to travel to Milwaukee, WI. This would

require a change of trains in Chicago.

Service Standards Manual No. 6

8-113

• Complete the COTS “From” CHI (Chicago, the

transfer station) “To” MKE (Milwaukee, the

final destination).

• Charge the fare from PCT (Princeton) to MKE

(Milwaukee).

• Punch “Train Check.”

• Write PCT (the original boarding station) on

the spot carbon.

• Give the passenger Coupon A (the “ticket” for

the Chicago to Milwaukee train) and Coupon B

(their receipt).

Other En Route Revenue Situations

(Listed in alphabetical order)

Charter Trains

Special Train Operations

The Conductor and the sponsor’s Trip

Coordinator-in-Charge must jointly review the

Transportation Notice before leaving the origin

station to make sure that the Trip Coordinator

understands all specifics of the train’s operation.

b) Evidence of Special Train Sales Price Paid

• The Trip Coordinator on special trains must

keep the block of tickets in their possession at

all times, it serves as evidence of charges paid.

• The ticket is good for the special train, route

and date(s) indicated, and is subject to any other

conditions shown, within the limits stated on the

block ticket or as governed by the Tariff.

• The Trip Coordinator must surrender block

tickets to the Conductor or Assistant

Conductor when requested.

• A “Train Earnings Reports Envelope” (NRPC

158) must be prepared for this one ticket, with

“Special Train” written in the train number

blocks.

Adjustments to the Special Train Sales Price

Any deviation from service contracted must be

documented on the block ticket and endorsed by

the Conductor or Assistant Conductor with their

employee identification number, date and location.

Death of a Passenger En Route

a) The unused portion of any type of ticket held by

a passenger who dies en route, or at destination

of a round-trip ticket, will be accepted for trans-

portation of remains via Amtrak Express Service

via the route and between points covered by the

8-114

Train Service Accounting Procedures

unused portion of the ticket, provided that these

points are authorized express stations that handle

human remains as listed in the current Amtrak

Express Service Tariff.

b) No additional charge will be collected, unless a

vehicle transfer is required.

c) Baggage/Express Agents will honor such unused

portion of ticket for issuance of an “Express

Waybill” (NRPC 147) upon request of recognized

authority or appropriate representative of the

deceased passenger.

Fare/Payment Dispute

a) In the event of dispute between passengers and

Conductor concerning applicable fares, passenger

must be requested to pay proper fare as determined

by Conductor.

b) The passenger must take the receipt and submit

it with a claim for a refund from Amtrak.

c) Such claims can be filed with any Amtrak agent

or mailed to:

Amtrak Customer Refunds-East

30th Street Station Box 70

2955 Market Street

Philadelphia, PA, 19104-2898

Groups

a) Discounted group fare tickets are sold for

passengers traveling together.

b) Separate travel is not permitted.

c) Tickets must be issued prior to boarding the train

since group tickets are not sold on-board.

d) A group fare requires a minimum of 20 fares to

be collected, even if there is less than 20 people

in the group.

e) Under certain circumstances, a free tour escort

ticket may be allowed - one per 20 fare-paying

passengers.

f) Tickets sold at a group fare and endorsed

“GROUPS” are valid for travel in Sleeping Cars

providing the accommodation charge has been paid.

Members of Congress Frequent Passenger

Identification Card

a) Members of Congress may be issued a Frequent

Passenger Identification Card by the Government

Affairs department. (Refer to Figure 8-63 and 8-64)

Service Standards Manual No. 6

8-115

b) This card is not a “flash pass” and is not valid by

itself for travel. Use of this card is not necessary

when traveling on the same train as shown on the

ticket. This card should not be collected by the

Conductor.

c) This card allows the ticketholder of any Acela

Express or Northeast Regional ticket to travel on a

train of the same or lower level of service between

the same stations on the same travel date that is

listed on their original ticket, without the need to

exchange that ticket prior to boarding.

d) This card cannot be used to obtain Acela Express

first class seating. It is valid only in Acela Express

business seating or Northeast Regional coach

seating.

e) The use of this card does not guarantee the

cardholder a seat in those cases when it is used

for travel on a train other than the one shown on

the face of the ticket, and the train is sold out.

Figure 8-63 - Front of “Frequent Passenger Identification Card”

Figure 8-64 - Back of “Frequent Passenger Identification Card”

8-116

Train Service Accounting Procedures

Musical Instruments

Musical instruments will be accepted on-board trains

to occupy a seat at the applicable rail fare of the

accompanying paying passenger, provided the

instrument does not present a safety hazard.

Private Car Passenger Record (NRPC 3160)

All privately owned railroad cars moving on

Amtrak trains must meet minimum Amtrak and

AAR (American Association of Railroads)

interchange standards.

• Every privately owned railroad car must move

under proper movement and billing authority.

(For equipment not owned or leased by Amtrak

and/or railroad-owned business cars; refer to

section titled “Railroad-Owned Business Cars”

in this chapter for specifics on movement of

railroad-owned business cars.)

• This authority is a Transportation Notice,

which is usually part of the train manifest.

b) Any deviations, whether voluntary or involuntary,

from prepaid services must be documented with a

refund form or a Payment Due COTS.

Movement of private cars occupied by no more

than 20 passengers and two attendants is considered

“LIVE” and must be noted in the Transportation

Notice (TN).

• Each passenger in excess of 20 per car and

each attendant in excess of two per car will be

charged the one-way adult regular rail fare

between points of travel.

• The only discount applicable is half-fare for

children between the ages of 2 and 16.

d) Private cars are considered isolated when they

are positioned behind a Superliner, Talgo, or

Baggage Car that does not allow access through the

car, or are located between a locomotive and the

above mentioned cars. The following provisions will

govern when a Conductor is handling occupied pri-

vately owned railroad cars, which are not directly

accessible by the train crew during movement.

• The person-in-charge of the private car must

be identified on the private car movement

request form when it is submitted to CNOC

and their name indicated on the Passenger

Name Record (PNR).

Service Standards Manual No. 6

8-117

•

The Conductor must meet with the person-in-

charge at the originating point of their trip and

must discuss the emergency plan, evacuation

plan and method of communication for the

private car they are traveling on in the event

of an emergency.

•

A “Private Car Passenger Record” (NRPC

3160) that identifies all passengers that will be

on-board the private car must be completed by

the person-in-charge of the private car. (Refer

to Figure 8-65)

•

The person-in-charge will give the completed

form(s) to the Conductor, who will place these

documents in the “Train Earnings Reports

Envelope” (NRPC 158).

•

If the “Private Car Passenger Record” (NRPC

3160) is unavailable, “On-Board Passenger

Record” (NRPC 3085) may be substituted.

•

The person-in-charge of the private car must

not be under the influence of alcohol or drugs

throughout the trip.

•

In the event that a private car owner cannot

meet these requirements, Amtrak will provide

an additional train crew member to accompany

the car at the owners’ expense.

•

These instructions do not apply to deadhead-

private cars that are not occupied.

•

A person-in-charge will be identified for all

private car moves, even those moves that are

not isolated.

•

The Conductor must still meet with that

individual at the originating point of their trip

and they must discuss the emergency and

evacuation plan for the private car and a

“Private Car Passenger Record” (NRPC 3160)

must be completed and placed in the “Train

Earnings Reports Envelope” (NRPC 158).

8-118

Train Service Accounting Procedures

Figure 8-65 - “Private Car Passenger Record” (NRPC 3160)

Railroad-Owned Business Cars

Non-Amtrak, railroad-owned business cars must

have the authority of a Transportation Notice. The

following provisions govern transportation of

passengers in non-Amtrak, railroad-owned business

cars that move on Amtrak trains over lines owned

by another railroad:

a) Employees of Owning Railroad

All employees of the owning railroad, whether

passengers or members of the business-car crew,

are considered railroad officials and administrative

personnel and are carried without charge.

b) Non-Employees of Owning Railroad

Anyone who is not an employee of the owning

railroad or who is not traveling on free or

reduced-rate transportation issued under Amtrak’s

Pass Policy must pay the one-way rail fare in each

direction, between points transported.

Service Standards Manual No. 6

8-119

c) Half Price Fare

• Half-price fares for children and other

discounts that apply to regular rail fares will

also apply.

• Non-Amtrak owned business cars traveling over

a road not owned by that railroad are treated as

if they are privately owned cars. (Refer to

section titled “Privately Owned Railroad Cars”

in this chapter.)

• Amtrak business cars traveling on Amtrak

trains will only need the authority of a

Transportation Notice.

Service Adjustment (NRPT 27)

(Refer to Figure 8-66)

Conductors and Assistant Conductors are

empowered to make service adjustments as a

service recovery tool.

• Service adjustments are made when there is a

problem with passengers, such as no seats being

available on all-reserved trains, equipment

malfunctions or service disruptions.

• Conductors and Assistant Conductors are

required to carry a minimum of two pads of

“Service Adjustment” (NRPT 27).

• Instructions for completing the “Service

Adjustment” (NRPT 27) are printed on the

cover of each book of 25 forms.

• The “Service Adjustment” (NRPT 27) are

chargeable stock, and they must be reported

on the proper form.

• The top remittance copy must always be

completed and remitted in the “RRB Service

Voucher Envelope” (NRPC 2953).

• The stock opening and closing numbers must

be shown on the “Conductor/Asst. Conductor

Sales Report” (NRPC 193).

b) When encountering passengers displaced from

the accommodations which they have a ticket as

a result of changes in equipment, duplicate sales,

or selling errors involving wrong car, train or

accommodation type, it is Amtrak’s policy to

protect the displaced passengers in equal or

superior accommodations without additional fare

collection regardless of higher accommodation

charges or greater minimum ticket requirements.

8-120

Train Service Accounting Procedures

•

When known in advance by the Consolidated

National Operations Center (CNOC), a

Re-Accommodation Notice and Conductor’s

Boarding Advisory will be sent to the station

passenger agent who will provide notification

to the Conductor and Train Attendant, who

will re-accommodate the passenger as advised.

•

When this condition occurs without warning,

due to a bad order or oversold condition, the

Conductor will carry out the policy.

•

The Conductor, utilizing equal or better

accommodations when available, must

re-accommodate the passenger according to

policy.

•

A report of the re-accommodation must be made

by calling (800) 205-0711 as soon as practicable,

designating the old and new train/car/

accommodation, and the reason for the change.

•

No additional fare collection must be made for

these involuntary adjustments.

•

Authorization is automatic, the filing of the

report by the Conductor to CNOC provides

after-the-fact authorization.

Service Adjustment Page of the “Service

Adjustment” (NRPT 27).

• An upgrade in travel accommodation must be

recorded on the top coupon of the “Service

Adjustment” (NRPT 27).

• The top copy must be signed and punched

through all coupons in the Disposition target

block in the center of the form.

• Remit all four coupons, and put them in an

“RRB Service Voucher Envelope” (NRPC

2953) (Refer to Figure 8-67) that in turn goes

in the “Train Earnings Reports Envelope”

(NRPC 158).

d) Service Voucher Page of the “Service

Adjustment” (NRPT 27).

• All authorized methods must be used to

appease a dissatisfied customer before a

Service Voucher is issued.

• A Conductor or Assistant Conductor may

authorize complimentary food and/or beverage

in this attempt.

• Failing in other means, the Conductor or

Assistant Conductor is authorized to give the

Service Standards Manual No. 6

8-121

customer a Service Voucher for a certain

amount against future trip, up to $50.00. (Refer

to the cover of the “Service Adjustment” (NRPT

27) for recommended amounts and categories.)

•

The service voucher is to be completed when a

service issue, in the opinion of the Conductor

or Assistant Conductor, warrants an adjustment.

•

If issuing a Service Voucher is appropriate, the

Conductor or Assistant Conductor must sign

the second coupon and fill in the information

required.

•

The punch target in front of the words

“Service Voucher” must be punched through

all coupons.

•

The second coupon is given to the passenger.

•

The “Conditions of Use” must be shown to the

customer on the reverse side.

•

The first and the last two coupons of the “Service

Adjustment” (NRPT 27) must be placed in a

“RRB Service Voucher Envelope” (NRPC 2953)

which in turn must be placed into the “Train

Earnings Reports Envelope” (NRPC 158).

Reservation Credit Page of the “Service

Adjustment” (NRPT 27).

•

The reservation credit copy is to be used for

standees holding tickets for reserved seating.

This may also apply to a passenger who has been

displaced from Business or First Class service.

•

The Reservation Credit is worth up to $150

toward future travel on Amtrak.

•

Passengers affected by the disruption must be

directed to call (800) USA-RAIL and ask for

Customer Relations.

•

Make every effort to find a seat for these

passengers, including asking pass riders and

non-paying employees to stand, informing

parents of young children traveling free to

put their children in their laps and informing

passengers they must move their belongings

off seats.

•

The target block in front of the words “Res

Credit” must be punched through all four

coupons.

•

The information next to this “Res Credit” on

8-122

Train Service Accounting Procedures

the top coupon must be completed.

• The Reservation Credit, third copy on the

“Service Adjustment” (NRPT 27) must be

completed, signed and given to the passenger.

• Employees must show the passenger the

“Terms and Conditions” of this Reservation

Credit, which are on the reverse side.

• Place the top two and the bottom coupons in a

“RRB Service Voucher Envelope” (NRPC

2953) and forward in the “Train Earnings

Reports Envelope” (NRPC 158).

Refund Page of the “Service Adjustment”

(NRPT 27).

•

The refund page is to be used to document a

situation which the Conductor or Assistant

Conductor warrants consideration for a

refund.

•

Issuing the refund form provides the necessary

information verifying that the passenger did

not receive the service that was paid for so that

the refund request can be considered but does

not guarantee that the passenger will receive a

refund.

•

Never quote the amount of the refund that

the passenger will receive. The refund will be

calculated by a Ticket Agent or by Customer

Service - Refunds.

•

Some common reasons for refunds include:

• riding short of the ticket station pair

• fewer passengers traveling than ticketed

• unavailable accommodations

• involuntary downgrade from Sleeping Car

accommodation to Coach

• involuntary downgrade from Business Class

to Coach

• involuntary downgrade from Acela Express

First Class to Acela Express Business Class

• passenger having to detrain prior to planned

destination due to illness or personal

emergency

•

The Conductor or Assistant Conductor must

punch through all four coupons in the punch

target located in front of the word “Refund.”

•

The information on the top coupon below this

(but in the same block) must be completed.

Service Standards Manual No. 6

8-123

• The fourth copy, the Refund copy, must be

signed and given to the passenger with their

original ticket receipt.

• Put the top three coupons in a “RRB Service

Voucher Envelope” (NRPC 2953), and place

the envelope in the “Train Earnings Reports

Envelope” (NRPC 158).

• Double and triple punching ticket receipts for

service adjustments including refunds is no

longer an acceptable procedure. Ticket offices

or Customer Relations will not honor punched

receipts.

If a passenger has received an Exchange Voucher

from a ticket office after changing or refunding

tickets, that Voucher may only be used to purchase

tickets at an Amtrak ticket office and cannot be

used to purchase a ticket on-board the train.

h) Ticket Honored for Less than Full Value.

When a ticket is honored in a lower cost type of

service, for fewer persons than noted, or from an

intermediate starting point, or for a child traveling

on an adult ticket, “Service Adjustment” (NRPT 27)

will be issued to the passenger.

Involuntary Downgrade from Sleeping Car to Coach.

•

Passengers who were notified of the downgrade

before boarding and exchanged their tickets

for a refund are not entitled to Sleeping Car

meal amenities.

•

Passengers who were notified of the downgrade

before boarding, but did not exchange their

tickets will be downgraded on-board and

receive a “Service Adjustment” (NRPT 27) for

the Sleeping Car accommodation. Passengers

in this situation are entitled to Sleeping Car

meal amenities.

•

If en route Sleeping Car passengers are

involuntarily downgraded to Coach due to

equipment failure or other cause, the passengers

will still receive the meal amenity portion of

the Sleeping Car accommodation.

•

A “Service Adjustment” (NRPT 27) will be

issued to refund the difference in price between

Sleeping Car and Coach accommodations.

•

The Conductor will notify the LSA - Diner of

the downgrade, and identify the passengers.

•

When an en route failure involves an entire

8-124

Train Service Accounting Procedures

Sleeping Car, and the Conductor or Assistant

Conductor cannot issue each Sleeping Car

passenger a “Service Adjustment” (NRPT 27),

call (800) 205-0711 and request a notation in

ARROW to issue a “Block Refund” for all

downgraded passengers. Passengers affected by

the disruption must be directed to call (800)

USA-RAIL and ask for Customer Relations.

Voluntary Downgrade of Accommodation.

Passengers who downgrade voluntary from

Sleeping Cars, Business Class or Acela First Class

accommodations do not receive any adjustments

or refunds after the trains departure, since the

passenger is already enroute.

k) When an Acela Express train operates with

non-Acela Express equipment, the Conductor or

Assistant Conductor is to make the “Acela

Express Equipment Substitution” announcement

in all cars as outlined in Chapter 10, “On-Board

Announcements and Signage”.

• If the Conductor or Assistant Conductor is

approached by a passenger that has an issue

with the substitute equipment, the Conductor

or Assistant Conductor is to inform the

individual to call (800) USA-RAIL and ask

for the Customer Relations.

• At no time is the Conductor or Assistant

Conductor to make an announcement implying

passengers will receive a refund.

• Do not issue an “Service Adjustment” (NRPT 27)

• There are to be NO refunds, when a Acela

Express Business Class ticket is presented on a

non-premium Coach train.

In situations where a significant number of

passengers are affected, such as the blanking of

a feature car, etc. The Conductor must adhere to

the following procedure:

• Call (800) 205-0711 and report the following

to CNOC:

• Train number and its location when events

occurred.

• Circumstances or events that necessitated

the service adjustments.

• Make the “Significant Service Failure”

announcement from Chapter 10, “On-Board

Announcements and Signage”.

Service Standards Manual No. 6

8-125

• Passengers affected by the disruption must be

directed to call (800) USA-RAIL and ask for

Customer Relations.

Figure 8-66 - “Service Adjustment” (NRPT 27)

Figure 8-67 - “RRB Service Voucher Envelope” (NRPC 2953)

10. Standee Conditions/No Shows

a) A "standee condition" exists only if every seat

in a particular class of service is occupied and

passengers in that class remain standing. (Class

of service is defined as: Coach, Business Class,

First Class, etc.).

• Passengers who choose not to sit because of

vacant seat's location (e.g., the empty seat at a

table on Acela Express; seats facing backward,

and/or seats in the Quiet Car) are not to be

counted as standees.

• In such cases, the passenger has made their

decision because of their preference, not

because a seat is unavailable.

• Conductors are required to report “standee

conditions” on both reserved and unreserved

trains to CNOC at (800) 205-0711.

8-126

Train Service Accounting Procedures

b) In order to ensure that continuing or return space

held by no-show passengers is made available for

future sale, the Conductor must call CNOC at

(800) 205-0711 to release the space.

c) For the purpose of this rule, no-show Sleeping

Car space is defined as space not occupied within

two hours or within one stop from the boarding

point indicated on the manifest, whichever is longer.

11.

Stopover

A stopover allows passengers to travel part of their

journey and finish the rest later. There are certain

procedures to make sure the passenger has no

difficulty re-boarding and continuing the journey

and to ensure that both parts of the journey will be

recorded in each “Train Earnings Reports Envelope”

(NRPC 158) correctly.

Allowed on Some Tickets

• Stopovers (breaks in a journey for more than

23 hours and 30 minutes) are allowed on

regular full fare tickets such as YOFC, KOAE,

UOF1, etc.

• No stopovers are allowed unless specifically

allowed in the fare rules.

• Check individual fare plan rules in the back of

the Conductor’s Memorandum Tariffs.

b) Not Allowed on Accommodation Charges

• Stopovers are not allowed on published

Sleeping Car accommodation or First Class

seat charges.

• These charges are for continuous passage on

the same car or train.

• Passengers must pay separate accommodation

charges to and from each point of a stopover or

transfer between trains (except where through

cars are operated via connecting trains and

through accommodation charges are published).

Notification

• Passengers desiring to stopover or transfer en

route must inform the Ticket Agent, who will

provide separate tickets to and from each

point of change.

• Passengers desiring to make stopovers or

transfers for which separate tickets have not

been provided must notify the Conductor or

Assistant Conductor prior to arriving at the

Service Standards Manual No. 6

8-127

stopover point so that they can endorse the

ticket accordingly and enter the required

information on the “Record of Tickets

Honored But Not Lifted” (NRPC 157).

•

The Conductor or Assistant Conductor will

draw a tight circle around this original punch

on the face of the ticket.

•

Near this circle write: “OFF AT” followed

by the station name or three-letter city code,

the train number, the date and crew member

signature.

•

Return the ticket to the passenger and enter

the information on the “Record of Tickets

Honored But Not Lifted” (NRPC 157).

•

Passenger must be informed that they are

required to make a reservation before boarding

any reserved train to continue their journey.

•

If a passenger chooses to stopover from an

all-reserved train, the Conductor or Assistant

Conductor must call (800) 205-0711 to release

the vacated space back into inventory for sale.

•

There is no limit on the number of stopovers

or transfers that may be made along the route

as long as they are within the validity period of

the ticket.

•

When the passenger continues the journey

after a stopover, the next Conductor or

Assistant Conductor must cancel the ticket

again, next to the circled first cancellation.

d) Reverse Direction

When a stopover ticket is being honored in the

opposite direction to which it reads, a reverse

direction punch must be cut to ensure that the

Conductor or Assistant Conductor on the

remaining portion of the journey understands

what the passenger is entitled to.

EXAMPLE:

A passenger traveling on a 100-mile journey uses

the ticket in reverse direction, and detrains after

10 miles. They are due the remaining 90 miles.

Without the reverse direction punch, it would

appear that only 10 miles of travel was still due

the passenger.

8-128

Train Service Accounting Procedures

Point Beyond

• If a passenger gives a Conductor or Assistant

Conductor a ticket for a point beyond the run of

the train, the ticket must be examined closely.

• If it is a valid ticket, use the same stopover

procedure.

• An alternative method is to lift the ticket and

issue a COTS with no dollar value cut, and a

new origin and destination.

• In this case, the “IN CONN WITH” block must

be punched as well as the “TRAIN CHECK”

block (if one is available).

Exceptional Stopover Authority

For the time necessary, stopovers will be authorized

on accommodations tickets, and those types of

passage tickets where stopovers are not otherwise

permitted, when the stopover is necessitated by

illness, injury or quarantine resulting in continued

travel being impossible or dangerous to passengers

or members of their party (verified by physician’s

letter) or interruption of train crew.

Extension of Limit

An extension of the time limit of tickets, and

stopover privileges, will be granted without

additional charge under any of the following

conditions:

• Illness or Injury - In case of illness or injury

which makes traveling dangerous, and when

such illness or injury is authenticated by written

certificate of the attending licensed physician

or when other satisfactory evidence is given.

This will also apply, if necessary, to one or

more accompanying members of the family of

the holder of tickets.

• Quarantine - To holders of tickets who become

subject to an established quarantine and present

proper certification thereto by the quarantining

physician or other authorized public health

officer.

• Unforeseen Delays - If, due to washouts,

obstructions of tracks, operating delays, inability

to provide transportation, floods, work interrup-

tions, acts of God, etc., a passenger is delayed

so that the limit of such passenger’s ticket has

expired or has elapsed to such an extent as to

Service Standards Manual No. 6

8-129

curtail their stopover privileges, the delay will

be certified by endorsement on ticket by the

Conductor, Assistant Conductor, or other

Amtrak representative.

• Time limits will be extended for the same

number of days as illness, injury, quarantine,

or washouts, etc. are certified as delaying the

passenger.

• Time limits will not be extended to passengers

purchasing tickets between two points with a

stop over point for the purpose of taking a

medical examination, a course of treatment,

undergoing an operation, or seeking a more

healthful climate.

12.

Train Fare Penalty Waiver (NRPC 2429)

The OBF (On-Board Fare) will be waived at all

unstaffed/closed stations.

b) The OBF may also be waived at a boarding station

when the reservations and ticketing system has

failed and, in the judgment of station personnel,

passengers may miss their departing train. In

those cases, the station personnel will follow

established procedures and issue a “Train Fare

Penalty Waiver” (NRPC 2429) to the Conductor

to waive the fare. (Refer to Figure 8-68)

At stations where bus connections are running

late, if there is not adequate time for the sale of

tickets, a waiver will be given to those passengers

off the late bus so that they do not miss the train

connection.

d) When the OBF is waived, the Conductor or

Assistant Conductor will punch one of the

following codes on the COTS:

• UNSTF - When OBF is waived because of an

un-staffed or closed station.

• STNWV - When station personnel have issued

a “Train Fare Penalty Waiver” (NRPC 2429).

8-130

Train Service Accounting Procedures

Figure 8-68 - “Train Fare Penalty Waiver” (NRPC 2429)

13.

Transfer

a) A passenger who missed an established connection

at a point of transfer from one train to another

due to a late Amtrak train arrival will be furnished

accommodations of the type called for on the ticket,

if available; or accommodations of the nearest type

available, on the next train, without additional

fare collection for higher accommodation charges

or greater minimum ticket requirements. This

guarantee does not apply to connections from

Amtrak to any other carrier, except dedicated

Thruway Service connections.

b) Passengers traveling at discounted fares, which do

not allow stopovers, must board connecting service

within 23 hours and 30 minutes of their arrival at the

transfer point. Through fares are valid via points of

stopover or transfer as authorized above, provided

travel continues in the same direction.

14.

Uncollected Fare Report (NRPC 3008)

a) If, for any reason, transportation collection and

examination is not completed and passengers

detrain, an “Uncollected Fare Report” (NRPC

3008), must be completed. (Refer to Figure 8-69)

b) The Conductor or Assistant Conductor(s) must

complete the form as follows.

Service Standards Manual No. 6

8-131

• The white copy goes to the Ticket Receiver’s

station office.

• Place the canary copy in the “Train Earnings

Reports Envelope” (NRPC 158).

• The pink and goldenrod copies can be discarded.

Figure 8-69 - “Uncollected Fare Report” (NRPC 3008)

15. Union Business Travel Card

a) The Union Business Travel Card has a red stripe

at the top of the cards and contains the words

"Union Business Travel Card" within the stripe.

(Refer to Figure 8-70)

b) Union Business Travel Cards are issued to senior

officers of labor organizations.

c) Dummy social security numbers are used (999 99

0002 001, etc.) not the officer's own social security

number.

d) The Union Business Travel Card is not a "flash

pass" and is not good on trains.

8-132

Train Service Accounting Procedures

e) The Union Business Travel Card can only be

used to obtain tickets for transportation on the

Amtrak system.

• A reservation and a ticket are always required.

• Reservations may be made through the call

center or ticket office.

• The tickets must be issued at a ticket office.

Quik-Trak self-serve ticketing kiosk can not be

used for tickets issued under this Union

Business Travel Card.

f) Union Business Travel Cards are good for

reserved coach, unreserved coach and Acela

Express business class only.

g) Union Business Travel Cards cannot be used for

Sleeping Cars (including BT), regular train Business

Class, Auto Train, or 7000-8000 series thruway

services.

Figure 8-70 - Example of Union Business Travel Card

T. Train Earnings Reports Envelopes

(NRPC 158)

The “Train Earnings Reports Envelope” (NRPC 158)

is a large white envelope with a blue border and

string closure. (Refer to Figure 8-71) This envelope is

the depository of lifted tickets and related ridership

and revenue documents. The envelope’s flap contains

instructions for packing tickets and other documents.

All information must be written in ink on the envelope.

1. Originating Conductor

a) The first Conductor is responsible for securing

and identifying the “Train Earnings Reports

Envelope” (NRPC 158) by recording the train

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number, scheduled departure date, random ID

check digit, train origin and destination on the

front of the envelope.

b) The first and each succeeding Conductor will

record their name, employee identification number,

the date they are scheduled to begin the run and

the work assignment origin and destination.

Conductor and Assistant Conductor(s) are

responsible for ensuring that all passengers who

had previously boarded have valid and properly

cancelled ticket receipts by performing a train

sweep, check seat checks or by verifying cancelled

tickets in the “Train Earnings Report Envelope”

(NRPC 158).

d) On trains that begin as one train and separate

into two or more trains along the route, the

originating Conductor will secure and identify a

“Train Earnings Report Envelope” (NRPC 158)

for each route.

On trains that remain as one train but having

special accounting needs where collections need

to be separate, the origin Conductor is responsible

for securing and identifying each separate “Train

Earnings Report Envelope” (NRPC 158).

At the station where a relieving train crew takes

over, it is the responsibility of the two

Conductors to exchange the “Train Earnings

Report Envelope” (NRPC 158). The first

Conductor must inform the relieving Conductor

of any important situations.

While the Conductor is responsible for the “Train

Earnings Reports Envelope” (NRPC 158), they

must also brief other train crew members on the

location of the envelope.

h) “Train Earnings Reports Envelope” (NRPC 158)

must be kept in a place that provides protection

from heat, water, or impact damage in the event

of a train emergency.

Content

The general rule is that if it does not record revenue or

ridership, it does not belong in the “Train Earnings

Reports Envelope” (NRPC 158). There must be

sufficient evidence inside, or written on the outside of,

the “Train Earnings Reports Envelope” (NRPC 158)

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Train Service Accounting Procedures

for all passengers carried. With this information,

Amtrak can accurately determine the train’s earnings

and how many cars and train crew members are

appropriate. Given that an accident could happen

at anytime, this accounting must take place as soon

as possible following the ticket lift after departing

from each station.

The following documents are to be placed in the

“Train Earnings Reports Envelope” (NRPC 158).

•

Arrow and ARC tickets rubber banded together,

all facing upward in the same direction - no

staples.

•

Arrow commuter tickets bundled separately.

•

Book tickets, COTS, and “On-Board Passenger

Record” (NRPC 3085) clipped together - no

staples.

•

Tickets that have not been lifted on a train on

which the passenger has already traveled, with

a note stating, “Not From This Train” and, if

possible, the previous train number and date of

travel.

•

The “RRB Service Voucher Envelope” (NRPC

2953) containing the vouchers.

•

Copy of “Tickets Honored But Not Lifted”

(NRPC 157), if used.

•

The last page of the train manifest, only if it

contains long gun case tracking information.

•

Yellow copy of the “Pass Abuse Incident

Report” (NRPC 1502), if used.

•

A copy of the Transportation Notice whenever

a private car is in the consist.

•

A “Private Car Passenger Record” (NRPC 3160),

if available, for each private car in the consist.

If not available, an “On-Board Passenger

Record” (NRPC 3085) must be included for

each passenger on the private car(s).

b) Operating documents are not to be included in

the “Train Earnings Reports Envelope” (NRPC

158). Such documents are, but not limited to:

• Wheel reports.

• Time reports.

• Accident reports.

• Matrix reports.

• Delay reports.

• Found items.

• Ticket Purchase Record.

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8-135

Figure 8-71 - “Train Earnings Reports Envelope” (NRPC 158)

Disabled Trains

a) When a train becomes disabled and a transfer of

passengers takes place, the “Train Earnings

Reports Envelope” (NRPC 158) must be given to

the Conductor of the relief train.

b) The Conductor of the disabled train will seal the

“Train Earnings Reports Envelope” (NRPC 158)

and write “Disabled Train” on the front cover before

turning over to the Conductor of the relief train.

c) The Conductor of the relief train will use their

“Train Earnings Reports Envelope” (NRPC 158) for

all tickets received from this point forward including

tickets that were intended for the disabled train.

d) Once the “Train Earnings Reports Envelope”

(NRPC 158) has been sealed from the disabled

train, no additional tickets will be added.

e) The Conductor of the relief train will now be

responsible for submitting both the disabled train

and their “Train Earnings Reports Envelope”

(NRPC 158) upon the completion of the trip.

Disposition

a) At final destination the Conductor must submit

the “Train Earnings Reports Envelope” (NRPC

158) to the proper depository location immediately

after the passengers have detrained.

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Train Service Accounting Procedures

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 13