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

• Train is moving but is over 4 hours late with

operating HEP (not into second unscheduled

meal period).

Conductor Responsibilities

•

A recommendation to activate the

Complimentary Food and Beverage Service by

the Conductor must be developed through

consultation with the CNOC Customer Service

Desk, Manager, On-Board Service, Dining Car

LSA and Café/Lounge Car LSA. It is critical

that the following be considered when making

a recommendation.

• The time of day or night.

• Whether or not a “second unscheduled

meal period” is being entered.

• The number of passengers in Coach and

Sleeping Cars.

• The quantity of food supplies available for

providing complimentary service.

• The availability/possibility of having

additional supplies brought to the train to

supplement existing stock.

•

The Conductor’s recommendation must indicate

that there are sufficient Service Recovery Kits

to supply all passengers.

•

The Conductor will receive the final approval

from the Manager, On-Board Service and/or

the CNOC Customer Service Desk to provide

the agreed upon Complimentary Food and

Beverage option to the passengers.

•

The Conductor is to delay making an

announcement regarding any complimentary

service until the LSA has had time to retrieve

and position the Service Recovery Kits for

distribution.

•

Only when the LSA is ready to distribute the

Service Recovery Kits may the Conductor

make an announcement notifying passengers

about the complimentary service and the

distribution method (Refer to Chapter 10

“On-Board Announcements and Signage”)

•

The Conductor is to monitor the distribution

to ensure each passenger receives only one

“Snack Pack” and one bottle of water.

•

If there is a cart on-board, it may be used to

distribute complimentary items to the passengers

Service Standards Manual No. 6

9-11

at their seat or accommodation. The Conductor

may assign any employee to handle this function.

d) Café/Lounge Car LSA Responsibilities

•

The Café/Lounge Car LSA is to ensure that

the Service Recovery Kits have been issued to

the train.

•

The Café/Lounge Car LSA will record the

number of “Snack Packs” issued on the “Transfer

Out Form” (896) in the Start Issue column.

•

The Café/Lounge Car LSA has the lead

responsibility if the Service Recovery Kits

(Snack Packs) are used.

•

The Café/Lounge Car LSA will develop the

plan for distribution of the Snack Packs in

conjunction with the Dining Car LSA and

Conductor. All Dining Car and Train

Attendants (Coach and Sleeping Cars) are to

assist in the distribution process unless active

Dining Car meal service is in progress or there

are immediate station stops. All crew members

are to assist with the distribution of the Snack

Packs, once active Dining Car meal service and/

or immediate station stops have been completed.

•

The number of used “Snack Packs” is to be

recorded in the Total Sold column of the

“Transfer Out Form” 896. Record “Snack

Packs” returning to stock in the Return to

Stock column of the “Transfer Out Form” (896).

(Refer to Chapter 8 “Accounting” Section 2

“On-Board Service Accounting Procedures”

for details.)

Train Attendants (Coach and Sleeping Car)

Responsibilities

• The Train Attendant(s) are to personally deliver

one of the the Service Recovery Kits to each

Coach and Sleeping Car passenger. (“Snack

Pack” and a bottled water.) The passengers

are to be served at their seat or in their

accommodation.

• If there is a cart on board, it may be used to

distribute complimentary items to the passengers

at their seat or accommodation.

• Sleeping Car passengers will be offered regular

Dining Car service for as long as possible.

If these supplies are limited they are to be

provided a “Snack Packs”.

9-12

Service Recovery

Emergency Meal Packages for Long Distance

Trains Traveling in Excess of 500 Miles

(Excludes Boston to Newport News Service)

Triggers to use the Emergency Meal Package

• Train standing in one location for a minimum

of 4 hours with operating HEP.

• Train is moving but is over 6 hours late with

operating HEP (into second unscheduled meal

period).

b) Emergency Meal Package - General Guidelines

•

In situations, which result in extreme delays,

the passenger may have already received the

“Snack Packs”. If the train is entering its second

unscheduled meal period, then an Emergency

Meal is required.

•

Emergency Meal Packages are generally a

canned product, which is a shelf stable protein

product.

•

Emergency Meal Package supplies are issued

to the Dining Car as part of the “Transfer Out

Form” (896).

•

Ridership levels will determine the number of

Emergency Meal Packages loaded on each

train. The Catering Vendor is responsible for

the PAR management of the product.

•

Emergency Meal Packages are offered when the

train delay enters into a second unscheduled

meal period.

•

Sleeping Car Passengers will be offered the

entire menu to the degree the selections are

available unless there are inadequate supplies.

•

The Emergency Meal provided to passengers

consists of a protein item, a starch/vegetable

selection and a non-alcoholic drink.

•

Staggered seating reservation system is to be

used for lunch and dinner.

•

Passengers who have dietary restrictions or

requirements will be offered items, which comply

with their needs to the best of staff’s ability.

Dining Car LSA Responsibilities

• The Dining Car LSA has the lead responsibility

when an Emergency Meal is determined to be

required.

• The entire Dining Car staff is responsible for

inventory of stock and preparation of the

Dining Car for service.

Service Standards Manual No. 6

9-13

•

The Dining Car LSA will organize the staff

and assigning responsibilities.

•

If Sleeping Car passengers are going to be

served from the full menu, the staggered seating

reservation system is to be used. The LSA

must inform the passengers that the normal

reservation system applies, but that the menu

may be limited.

•

Regular Meal checks are to be used for the

Sleeping Car passengers unless they are also

receiving the Emergency Meal item.

•

The Dining Car LSA will coordinate with the

Café/Lounge Car LSA and notify the

Conductor that the service for those traveling

Coach can begin.

•

The LSA is to use one meal check at the end

of the service indicating the number of Coach

passengers served. If Sleeping Car passengers

also received Emergency Meal items, they are

to be included in the total. (Refer to Chapter

8 “Accounting” Section 2 “On-Board Service

Accounting Procedures” for details.)

d) Chef Responsibilities

• Ensure that the Emergency Meal Packages

have been put on-board the Dining Car by the

Catering Vendor at the origin point.

• Develop the menu available for passengers

traveling in Sleeping Car accommodations.

• Preparation of both the regular menu items

and the Emergency Meal items.

Train Attendants (Coach and Sleeping Car)

Responsibilities

• If Sleeping Car passengers are going to be

served from the menu, the staggered seating

system must be used.

• Train Attendants in the Sleeping Cars are to

assist the LSA and explain the menu or

Emergency Meal options available to Sleeping

Car passengers.

• The Dining Car LSA will inform the Train

Attendants working Coach how to make

reservations for the Coach passengers.

• The staggered seating reservation system is to

be used for the Coach passengers.

9-14

Service Recovery

Auto Train

Complimentary beverages are available throughout

the trip.

• First class passengers (coffee, tea and bottled

water).

• Coach passengers (coffee and tea).

b) Triggers to Use Service Recovery

•

Trains late 1 to 2 Hours - Extended breakfast

are served until 10:00am for all passengers.

•

Trains late 2 to 4 Hours - Complimentary

snacks, cookies, fruit, muffins, bottled water,

tea and coffee for all passengers is served.

•

Late Trains Arriving Before 1:00pm -

Passengers are served a light complimentary

buffet meal in both Lounge Cars consisting of

the following.

Coach Lounge

• Chicken Nuggets

• Fresh Fruit (apples, oranges, bananas)

• Cookies

• Snack Mix

• Bagels & Cream Cheese

• Muffins (corn, blueberry)

First Class Lounge

• Chicken Nuggets

• Fresh Fruit (apples, oranges, bananas)

• Cookies

• Snack Mix

• Bagels & Cream Cheese

• Muffins (corn, blueberry)

• Assorted Cheese Cubes (left over from

wine tasting)

• Mixed Fresh Vegetables with Ranch

Dressing (broccoli, celery, carrots and

cauliflower)

Lunch Menu

• Chicken & Beef (served in both Dining Cars)

• Chicken Nuggets (children only)

• Vegetarian Lasagna (special request)

•

Trains late 4 to 8 Hours - Lunch will be served

using a modified dinner menu with coffee, tea

and bottled water for all passengers.

Service Standards Manual No. 6

9-15

• Trains late 8 Hours or More.

• Prepare another dinner service for all

passengers.

• If passenger counts are very high and there are

not enough entrees from the menu, a meal will

be served with Beef Stew over Rice.

• If the outbound originating trains are departing

at or later than 8:00pm, box lunches will be

served at the station with sodas, coffee and

bottled water.

• Meal service on the train will not be served

that night, but all snacks, bottled water, coffee

and tea will be available.

D. Complimentary Meal/Beverage to

Individual Passenger

a) There can be many reasons why the Conductor

and/or LSA provide a complimentary meal or

beverage to a passenger. It is essential that the

Conductor and LSA agree how what is to be

provided, the frequency and any other pertinent

information.

b) The LSA must complete all complimentary service

documents with the passenger’s signature as

required by Chapter 8 “Accounting”, Section 2

“On-Board Service Accounting Procedures”.

c) On occasion, special arrangements will be made

by station personnel authorizing an LSA to provide

a complimentary meal to a passenger. There must

be a document authorizing the complimentary

service, which must be attached to the meal check

and paperwork.

Service Upgrades or Credits

Upgrade Due to Malfunction or Change of

Equipment, Etc.

a) Passengers may be displaced from their seat or

accommodation for a variety of reasons.

b) It is Amtrak’s policy to re-accommodate displaced

passengers in equal or superior accommodations,

regardless of higher charges or greater minimum

ticket requirements.

c) The need to re-accommodate passengers may

occur from:

• Malfunction of equipment.

• Duplicate sale of seat or accommodation

9-16

Service Recovery

resulting in a lack of space for the passenger.

• Unavailability of Superliner Lower Level seating

for the passenger who has a ticket marked

Lower Level Seating.

• Inadequate space for passengers who are in

wheelchairs.

Vouchers and Credits Due to Service Failure

The Conductor or Assistant Conductor, at their

discretion, is permitted to provide passengers

who have experienced a service failure with a

“Service Adjustment” (NRPT 27) voucher or credit.

b) The “Service Adjustment” (NRPT 27) provides

the Conductor/Assistant Conductor, an immediate

and tangible way to acknowledge that a service

failure has occurred and that Amtrak want to

make amends. (Examples of applicable situations:

an all reserved train, a properly ticketed passenger

but no seats; unavailability of appropriate areas

for passengers who have disabilities; or equipment

malfunction and an inability to move the passenger

to another seat or accommodation, etc. Passengers

holding 10 ride tickets are NOT guaranteed a seat.

Refer to Chapter 8 “Accounting”, Section 1 “Train

Service Accounting Procedures” for complete

instructions on completion of the form.)

The Service Voucher (used for Service Recovery)

is the second page of the “Service Adjustment”

(NRPT 27).

d) The Service Voucher is to be completed when a

service issue, in the opinion of the Conductor or

Assistant Conductor warrants an adjustment

(All authorized methods should be used before

a Service Voucher is issued.)

The Conductor and Assistant Conductors are

authorized to give the passenger a Service

Voucher for a certain amount against future trips

- up to $50.00.

The Reservation Credit is the third page of the

“Service Adjustment” (NRPT 27).

• Issued to passengers whom are standees holding

tickets for reserved seating.

• Issued to passengers whom are displaced from

club or first class service.

• The value of the credit is up to $150.00.

Service Standards Manual No. 6

9-17

Service Recovery Options at

(800) USA-RAIL or with Letters

a) When a customer calls or writes about what they

perceive as a service failure, an investigation is

made before any compensation is given.

b) Compensation is not automatic and records are

kept of each call and the passenger’s name.

Therefore, a customer who calls frequently may

or may not receive compensation.

c) Refunds of tickets generally occur only to apply the

funds to the purchase of alternate transportation

(e.g., bus or air).

d) A Transportation Credit may be issued with the

amount based upon the passenger’s situation.

e) All passenger correspondence is reviewed,

investigated and responded to by Amtrak.

G. Service Recovery Options Available

to Stations

Complimentary Food and Beverage Service

Depending on the situations and train departure

time, meal vouchers may be provided to passengers

who are waiting in stations for delayed trains,

which will result in a missed meal opportunity

(this applies primarily to passengers traveling in

sleeping cars).

b) The provided meal vouchers can only be used for

restaurants near the station and are not for use

on-board trains.

At some station locations, food and/or beverage

service may be provided to passengers delayed in

departing.

d) Late Train/Missed Connection

• The alternatives offered to passengers who

have missed an Amtrak connection vary

depending upon where the problem occurs, the

time of day/night and the unique situation of

the passenger. No commitments are to be

made to passengers regarding the handling of

their delay.

• Hotel accommodations, transportation to and

from the hotel and meals are provided at

Amtrak’s expense as applicable.

• Alternative train reservations, including an

upgrade may occur.

9-18

Service Recovery

• Bus or flight arrangements are made at

Amtrak’s expense as applicable. (The passenger’s

ticket is collected.)

• Passengers who have missed connections other

than Amtrak will be handled on a case-by-case

basis. This will include cruises, airline and bus

connections. No commitments are to be made to

passengers regarding the handling of their delay.

Service Recovery - Passengers with

Disabilities

Passengers who have a disability may need additional

attention or assistance when we are providing service

recovery. This is particularly true if a decision is

made to evacuate a car or the train.

Service Animals

If the passenger has a service animal which requires

periodic opportunities to walk and relieve themselves,

provisions must be made to accommodate this need.

This may mean lengthening a station stop slightly.

The Conductor must indicate on the delay report the

reason for the additional delay.

Hidden Disabilities

There may be passengers on aboard who have difficulty

hearing. If these passengers are traveling in a seat

(coach, business class, etc), there should be the

“Special Assistance Seat Check” (NRPC 3242)

above this passenger’s seat. The Conductor/Assistant

Conductor and/or Train Attendant are to keep the

passenger informed. If the passenger is traveling in

First Class or Sleeping Car, the Train Attendant is

responsible for keeping the passenger informed. It

is the responsibility of every employee to provide

information and comfort for passengers when there

are operational delays or unexpected problems.

Passenger with Mobility Restrictions

Any passenger who has difficulty with mobility is to be

provided “at seat service” whenever complimentary

food and beverage service is provided. If the passenger

prefers to move to either a Dining Car or Lounge

Car - they are to be assisted to these locations.

Service Standards Manual No. 6

9-19

Introduction

Passengers rely on Amtrak employees to keep them

informed with timely and correct information. This

chapter covers standardized announcements that have

been created to provide consistent messages to all

passengers. Standardized signage is shown, along with

ordering information to assist passengers in passive

communication when an employee is not present.

A. Announcements

The Conductor is responsible for making sure

all required announcements are made. Service

announcements should be coordinated between the

Conductor, Assistant Conductor(s), and On-Board

Service employees.

The majority of announcements will be conveyed

to passengers using the train’s PA system. If a PA

malfunction occurs, utilize crew members to assist in

communicating required announcements insuring all

passengers have been kept informed.

Arrival announcements must be made in all cars

(except Sleeping Cars, where detraining is handled

by Sleeping Car Attendants on an individual basis)

before arriving at stations. If the train stops after an

arrival announcement has been made, but before

reaching the station, passengers must be informed

that the stop is not the station stop.

With the exception of an emergency situation,

appropriate announcements must be made upon

arrival and departure of all major stations during

the hours of 7 a.m. through 10 p.m. Announcements

should not be made in Sleeping Cars before 10 a.m.,

where practicable. For overnight trains, a morning

announcement should be made providing passengers

the status of the train’s schedule. If delays occurred

during the night, update passengers in the morning.

Security announcements are not required at station

stops that are indicated in the timetable as a “D”

(Discharge Only) stop.

While some passengers relish informational,

geographical, and humorous announcements, extreme

care must be used to ensure appropriateness for all

passengers.

Service Standards Manual No. 6

10-1

Major Station Stops

Division

Station

Division

Station

Northeast

Albany

Southwest

Albuquerque

Back Bay

Austin

Buffalo

Chatsworth

Hartford

Dallas

New Haven

El Paso

New York

Fort Worth

Newark

Fullerton

Providence

Irvine

Rte 128

La Junta

South Station

Longview

Springfield

Los Angeles

Oceanside

Mid-Atlantic

Baltimore

Oklahoma City

Harrisburg

Oxnard

Philadelphia

San Antonio

Pittsburgh

San Diego

Richmond

San Luis Obispo

Washington

Santa Barbara

Wilmington

Pacific

Bakersfield

Southern

Atlanta

Oakland

Charlotte

Portland

Jacksonville

Sacramento

Lorton

Salt Lake City

Miami

New Orleans

Seattle

Orlando

Spokane

Raleigh

Sanford

Canada

Montreal

Vancouver BC

Central

Ann Arbor

Champagne

Chicago

Denver

Detroit

Jefferson City

Kalamazoo

Kansas City

Memphis

Milwaukee

Minot

Springfield

St. Louis

St. Paul -

Minneapolis

Toledo

10-2

On-Board Announcements & Signage

Guidelines for Effective Announcements

Purpose

To convey information to passengers, as

required, and for emergency use.

General

When conversation between crew members is

Conversation

necessary, the intercom system, rather than the

P.A. system, is recommended.

Passenger

Improper use of the P.A. System is unprofessional

Inconvenience

and can be annoying to passengers.

Helpful Hints

• Avoid blowing or clearing throat into the

microphone or starting with “Testing 1-2-3.”

• Establish that the P.A. system is operative by

saying “May I have your attention please.”

• Check the volume before starting any trip.

• Speak clearly and distinctly, pronounce words

correctly.

• Speak slower than normal.

• Use natural expression, avoid monotone,

disc jockey-type chatter or otherwise hamming

it up, and

• Avoid run-on phrasing (remember to take

breaths between phrases and sentences to

maintain an even delivery).

Instructions for operating the train’s Communication

System (PA and intercom) can be found in Chapter

12 - “Equipment”.

1. Conductor Announcements - Departures

Long-Distant Trains

(To be made immediately upon departure from all

major stations, prior to ticket lift.)

Good (morning/afternoon/evening) ladies and

gentlemen. My name is ___________ and I’m your

Conductor (today/this evening). I’d like to welcome you

aboard Amtrak train number (name), the (train name),

bound for (final destination), with scheduled stops at

(principal stops).

We would like to thank our passengers for helping us

maintain (train name) as a smoke-free environment. For those

passengers who wish to smoke, the following station stops

(where and when) during your trip will allow you the

opportunity for a smoke break.

[On Auto Train Only - The smoking area is located on the

lower level of (coach number) which is located in front of the

Café/Lounge Car.]

Your safety is important to us. Please observe the

emergency exit and instruction signs located throughout the

Service Standards Manual No. 6

10-3

train. We also ask that you take a moment to review the

safety instructions card in the seatback in front of you or in

your Sleeping Car accommodation.

When moving about the train, hold on to the

overhead luggage rack and the seatbacks for stability. When

passing through the vestibules between cars, please use the

handrails and when moving about the train, shoes must be

worn at all times.

Amtrak requests that you assist us in providing for your

safety and security. We ask you keep track of your

possessions and do not leave them unattended. Your carry-on

items can be stored in overhead or end-of-car luggage

compartments. All luggage must be visibly tagged with your

name and address. Please keep your luggage locked at all times.

The (train name) features two food service cars a full diner

and a cafe/lounge. Both are located in the center of the

train. Shortly, (LSA/Steward’s name), the Dining Car

LSA/Steward, will be making an announcement regarding

meal service. In our cafe/lounge, is a wide variety of

sandwiches, snacks, beverages and Amtrak souvenirs.

At this time the Conductor will be coming through to inspect

and collect your tickets. At the direction of the federal

Transportation Security Administration, you may be asked to

show valid photo identification to check against the name

written on the face of the ticket during the course of our ticket

lift. Acceptable I.D. includes a drivers' license or valid passport.

Please have this identification ready for inspection to expedite

the process.

Passengers who purchased their ticket with a credit card must

sign the upper left hand corner where it says "Sign Here" and

present a valid photo ID to the Conductor(s).

Please carry your ticket, receipt or seat check (located above

your seat) with you as you move about the train.

If you have any questions or would like to report any suspicious

activity during your trip, any uniformed Amtrak employee will

be happy to assist you. Thank you for choosing Amtrak.

b) Corridor Trains (excluding Acela Express)

(To be made immediately upon departure from all

major stations, prior to ticket lift.)

Good (morning/afternoon/evening) ladies and

gentlemen. My name is ___________ and I’m your

Conductor (today/this evening). I’d like to welcome you aboard

Amtrak’s (Acela Express or Northeast Regional Service) (train

number), bound for (final destination), with scheduled stops at

(principal stops).

10-4

On-Board Announcements & Signage

We would like to thank our passengers for helping us maintain

(train name) as a smoke-free environment.

Your safety is important to us. Please observe the emergency

exit and instruction signs located throughout the train. We

also ask that you take a moment to review the safety

instructions card in the seatback in front of you.

When moving about the train, hold on to the overhead luggage

rack and the seatbacks for stability. When passing through

the vestibules between cars, please use the handrails and

when moving about the train, shoes must be worn at all times.

Amtrak requests that you assist us in providing for your

safety and security. We ask you keep track of your

possessions and do not leave them unattended. Your carry-on

items can be stored in overhead or end-of-car luggage

compartments. All luggage must be visibly tagged with your

name and address. Please keep your luggage locked at all times.

Our Café Car is located (where) and is ready to serve you.

For the comfort and convenience of all passengers, we ask

that you keep your cell phone on vibrate and talk in a normal

voice when having phone conversations or conversations

with other passengers.

[For Quiet Car Equipped Trains - Our Quiet Car is located

(where). If you are sitting in the Quiet Car, we ask that you

please refrain from using cell phones, sound emitting

electronic devices and to speak in subdued tones.]

At this time the Conductor will be coming through to inspect

and collect your tickets. At the direction of the federal

Transportation Security Administration, you may be asked to

show valid photo identification to check against the name

written on the face of the ticket during the course of our

ticket lift. Acceptable I.D. includes a drivers' license or valid

passport. Please have this identification ready for inspection to

expedite the process.

Passengers who purchased their ticket with a credit card

must sign the upper left hand corner where it says "Sign

Here" and present a valid photo ID to the Conductor(s).

Please carry your ticket, receipt or seat check (located above

your seat) with you as you move about the train.

If you have any questions or would like to report any

suspicious activity during your trip, any uniformed Amtrak

employee will be happy to assist you. Thank you for choosing

Amtrak.

Service Standards Manual No. 6

10-5

Acela Express Trains

(To be activated immediately upon departure from all

major stations so ticket lift can begin as the announce-

ments are being played.)

Automated announcements must be used for all

departures from all major stations. If a system failure

should occur, departure announcements must be

made manually following the instructions in letter “b”

of section 1. “Conductor Announcements - Departures”.

Automated announcements can be activated from the

Multifunction Display (MFD) located in the

Conductor’s Office as follows:

• Every 8 seconds, the “Sign Scenario Validation

Tool” screen is displayed. (This is the screen used to

activate departure announcements.)

• Push the on screen button labeled “User Key 2”

located on the bottom of the monitor screen (refer to

Figure 10-1).

• When the next display screen appears, push the

on screen button labeled “User Key 1” located on

the bottom of the monitor screen to play the

audio announcement (refer to Figure 10-2).

Figure 10-1 - Location of “User Key 2“

User Key 2

Figure 10-2 - Location of “User Key 1“

User Key 1

10-6

On-Board Announcements & Signage

Conductor Announcements - Arrivals

Long-Distance Trains

(To be made 10 minutes prior to arrival.)

Ladies and gentlemen, in 10 minutes we will be arriving

in (location, with motorcoach connections to locations).

Please check around your seat and the overhead luggage

rack for your personal possessions. Red Caps will be on

the platform to assist you with your luggage. For

passengers with checked luggage, it takes approximately

(number) minutes for your baggage to be available. You

may pick up your checked luggage at (location in the

station).

[When a Metropolitan Lounge or Club Acela is

Available - Passengers holding First Class Sleeping

Car accommodations are invited to relax in the

(Metropolitan Lounge or Club Acela) while awaiting

your connections. (Add taxi/phone/etc. information)]

Upon arrival in (location), not all doors will open. Please exit

the train as directed by a member of the crew.

We ask that you watch your step when leaving the train.

Welcome to (location), and on behalf of our entire crew,

thank you for choosing Amtrak.

b) Corridor Trains

(To be made 3 minutes prior to arrival.)

Ladies and gentlemen, in 3 minutes we will be arriving in

(location). Please check around your seat and the overhead

luggage rack for your personal possessions.

[If applicable - Upon arrival in (location), not all doors

will open. Please exit the train as directed by a member of

the crew.]

We will be making a very brief stop at this station so be

prepared to exit the train immediately when the doors

open, and please be mindful of the gap between the train

and station platform as you leave the train.

Thank you for riding Amtrak’s (Acela Express or

Northeast Regional Service)

Corridor Trains

(To to made upon station arrival.)

Ladies and gentlemen, we are now arriving in (location).

Please be prepared to exit the train immediately when

the train comes to a complete stop and the doors open. We

ask that you watch your step when leaving the train, and

on behalf of our entire crew, thank you for choosing Amtrak.

Service Standards Manual No. 6

10-7

Conductor Announcements - Conditional

a) Acela Express Equipment Substitution

Announcement

(To be made when an Acela Express train operates

with non-Acela Express equipment.)

Ladies and gentlemen, we apologize that there has been

an equipment substitution for our train today. We are

expecting little or no delay in arrival at your destination.

We hope that you enjoy your trip and thank you for

choosing Amtrak.

b) Alleged Major Rules Violation Announcement

(To be used when an alleged major rules violation

has occurred. Passengers must be informed at

regular intervals of current train status.)

Ladies and gentlemen, an incident has occurred involving

our train that does not affect your safety. Regulations

require us to remain here for a period of time until the train

crew receives further instructions. As soon as we obtain

more information, we will advise everyone on board

accordingly. Stations ahead are being notified. We

apologize for any inconvenience this may cause for you.

Thank you for your patience.

c) Availability of Sleeping Car Accommodations

Announcement

(To be made when the train manifest reflects

available Sleeping Car accommodation.)

Ladies and Gentlemen, we have a limited number of

Sleeping Car accommodations available. If you are

interested in upgrading, please see the Conductor or any

member of the crew. Thank you and enjoy your trip.

d) Delay - Failure to Maintain Schedule

Announcement

(To be made as soon as the actual running time has

deviated from the schedule in excess of 4 minutes)

Ladies and gentlemen, this is to advise you that we are

losing time in our schedule due to (condition). [a) slippery

rail conditions caused by wet leaves; b) reduced speed

and additional station times as a result of the snow, ice

or flooding conditions from inclement weather; c) other

situations that could cause a failure to maintain schedule]

We now expect to be approximately ____ minutes late

arriving at (station name), our next scheduled station

stop. We apologize for any inconvenience this may cause

you. We’ll keep you advised of any change in the status

of the train’s schedule performance.

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On-Board Announcements & Signage

e) Alleged Major Rules Violation Announcement

(To be used when an alleged major rules violation

has occurred. Passengers must be informed at

regular intervals of current train status.)

Ladies and gentlemen, an incident has occurred involving

our train that does not affect your safety. Regulations

require us to remain here for a period of time until new

instructions are received by the train crew. As soon as

we obtain more information, we will advise everyone on

board accordingly. Stations ahead are being notified. We

apologize for any inconvenience this may cause for you.

Thank you for your patience.

f) Delay Announcements

(Use the following announcements when explaining

a delay caused by a failure to maintain the

schedule or delays involving known or unknown

time duration)

Delay Announcement Chart

Railroad Condition

Public Announcement

Broken Rail/Other Track Defect

Track Work Ahead

Derailment

Track Obstruction Ahead

Disabled Train Ahead

Dragging Equipment Detector Activation

Required Mechanical Inspection

Equipment Defect Malfunction

Equipment Problem

Fire on Right of Way

Track Obstruction Ahead

Fire on Train

Mechanical Inspection

Hot Box Detector Activation

Required Mechanical Inspection

Illness or Death

Medical Emergency

Obstructed Track

Track Obstruction Ahead

Power Outage

Signal Malfunction

Signal Problem

Single Track

Track Work Ahead

Struck Debris

Switch Malfunction

Track Switching Problem

Wires Down

Problem with Overhead Wires

that Power the Train

Delay - Known Duration Announcement

(Use the Delay Announcement Chart)

(To be made as soon as information is available,

preferably before the train stops.)

Ladies and gentlemen, we will be delayed (where) for

approximately (how long) due to (reason for delay). We

apologize for any inconvenience and thank you for your

patience.

Delay - Unknown Duration Announcement

(Use the Delay Announcement Chart)

(To be made as soon as information is available,

preferably before the train stops.)

Ladies and gentlemen, we will be delayed (where) due to

Service Standards Manual No. 6

10-9

(reason for delay). At this time we do not have an estimate

of the length of this delay. However, we will give you an

update in 15 minutes. Stations ahead are being notified.

We apologize for any inconvenience and thank you for

your patience.

Emergency On-Board Police Activity

Announcements

(On-train employees should use the following

announcements to instruct passengers on appropriate

action during times of on-board police activity in an

emergency situation, but only at the direction of the

Conductor.)

On-Board Incidents With A Police Response

Announcement

Ladies and gentlemen, we will be delayed [provide

location if different from the time the announcement

is made] due to police activity. At this time, we do not

have an estimate for the length of this delay. We ask

you to remain in your seats and please be prepared

to identify your baggage and provide photo

identification if requested. We apologize for any

inconvenience and thank you for your patience.

Train Evacuation Where Baggage May Be

Retained by Passengers Announcement

Ladies and gentlemen, due to the nature of the

police activity, we ask that you gather all of your

possessions and exit the train in an orderly fashion

as directed by a member of the crew. We will

provide you with more information as soon as

possible. Thank you for your assistance.

Train Evacuation Where Baggage Must Be

Left on Train Announcement

Ladies and gentlemen, thank you for your patience

and cooperation. Due to the nature of the police

activity, please leave your baggage on board the

train and exit the train immediately as directed by a

member of the crew. Passengers on required

medications are asked to retrieve them at this time

and exit the train in an orderly fashion. We will provide

you with more information as soon as possible. Thank

you for your assistance.

10-10

On-Board Announcements & Signage

4. All Clear Announcement

Ladies and gentlemen, the police activity announced

earlier has concluded and we have been informed

that we may proceed. We appreciate your

cooperation and apologize for the inconvenience.

Once again, we thank you for your assistance.

(The ranking officer in charge of the police

activity will inform the Conductor of which

announcements must be made, and at what time,

in situations requiring an emergency police

response.)

h) En Route Trainline Door Failure Announcement

(To be made when trainline doors fail.)

Ladies and gentlemen, not all doors will be opening. We

ask that you exit the train where you see a member of the

crew. Passengers requiring special assistance are

requested to see a member of the train crew as they

pass through the car. We apologize for the inconvenience

and thank you for your cooperation.

Fatality Announcement

(To be made as soon as information is available.)

Ladies and gentlemen, an incident has occurred involving

the train that does not affect your safety. At this time

we are required to wait while officials complete their

investigation. We will update you on the delay in 15

minutes. Stations ahead are being notified. We apologize

for any inconvenience and thank you for your patience.

Good Night Announcement

(To be made at approximately 9:30 p.m.)

A pleasant good evening ladies and gentlemen. For

those of you who will be with us throughout the night,

just a few items to keep in mind. The Dining Car will

reopen for breakfast service at ________am. The

Café/Lounge Car will remain open until midnight tonight

should you desire something to eat or drink before retiring

for the evening. The Café/Lounge Car will reopen at

________am. The Conductor will be available throughout

the night in the Dining Car should you have any questions

or need assistance.

For the comfort of all passengers, the lights will be

dimmed at 10:00 p.m. After that hour, if you’d like to

read or talk with friends, we invite you to use our

Café/Lounge Car. Please set your cell phone to vibrate

overnight and use the Café/Lounge Car to make or

receive phone calls. Conversation, even in low tones, can

Service Standards Manual No. 6

10-11

be disturbing to those seated around you. All electronic

devices that emit sound (i.e. radios, computers, etc.) may

only be used with earphones.

If you are detraining during the night, please be sure

that you are at your assigned seat prior to arrival at your

destination so crew members can assist you off the

train. (Auto Train is excluded from saying this sentence)

For those who are detraining during the night, we hope

you have had a pleasant trip. Good night.

k) Heat-Imposed Speed Restriction Announcement

(To be made when trains are issued a Heat-

Imposed Speed Restriction.)

Ladies and gentlemen, sustained high temperatures, can

affect trains operations. Because we are committed to

providing safe and reliable service, we are traveling at

reduced speeds. This will have an impact on your overall

trip time. We sincerely apologize for any inconvenience

and thank you for your patience. (The Conductor should

forecast the estimated arrival times at major stations,

based on the extent of the speed restrictions, for those

passengers requesting an estimated time of arrival (ETA).)

Layover Announcement

(To be made immediately following the arrival

announcement, when applicable.)

Ladies and gentlemen, we will be at (location) until

(time). Feel free to step off; however, please remain at

trainside. While here, your Café Car will be closed and

will re-open immediately upon departure. Remember,

this train is scheduled to leave at (time). Thank you.

m) Medical Emergency Announcement

(To be made at the direction of the Conductor.)

Ladies and gentlemen, we are requesting assistance

from any medical personnel who may be on-board.

Please report to (location of car on the train) and ask

for the (person asking for assistance, i.e. Conductor,

Attendant, LSA). Thank you for your assistance.

n) Passenger Safety Instruction Card Announcement

(To be made frequently during train emergencies

and evacuations.)

Your safety is important to us. Please observe the

emergency exit and instruction signs located throughout

the train. We also ask that you take a moment to review

the safety instructions card in the seatback in front of

you or in your Sleeping Car accommodation. If you have

any questions contact any uniformed Amtrak employee.

We will be happy to review the information with you.

10-12

On-Board Announcements & Signage

o) Service Recovery Announcements for

Complimentary Food & Beverage

(Refer to Chapter 9 “Service Recovery”)

(To be made by the Conductor)

Acela Express and Northeast Regional Trains

(Includes Boston - Newport News Service)

Announcements

•

Train standing in one location for minimum of 30

minutes with non-operational HEP:

Ladies and gentlemen, we will continue to keep you

apprised of our situation as it develops. In the meantime

we have a limited number of complimentary “Snack

Packs” and bottled water available in the Café/Lounge

Car for those who need some type of refreshment. We

are also continuing the sale of our standard Café/

Lounge items as best as we are able. But please

remember, without power, we cannot serve coffee, hot

tea, or other food items requiring heating. Again, we

apologize for this inconvenience and delay. We will

provide you with updated information as soon as we

receive it. Please let a member of the crew know if

there is anything we can do to provide you with needed

assistance.

•

Train standing in one location for a minimum of 90

minutes with operational HEP:

Ladies and gentlemen, at this time the Café/ Lounge

Car is offering complimentary “Snack Packs” and

bottled water for those who are in need of some

modest refreshment. The Café also remains open and

is offering our standard menu items for sale. We

apologize for this inconvenience and delay, and we

will provide you with updated information as soon as

we receive it. Please let a member of the crew know if

there is anything we can do to provide you with needed

assistance.

Amtrak Cascades, Heartland Flyer, Ethan Allen,

Vermonter, Pennsylvanian, Niagara Falls Trains,

Midwest and Pacific Surfliner Corridor Announcements

• Train standing in one location for minimum of 1 hour

with non-operational HEP:

Ladies and gentlemen, at this time the Café is offering

complimentary “Snack Packs” and bottled water for

those who are in need of some modest refreshment.

The Café also remains open and is offering our standard

menu items for sale. But please remember, without

Service Standards Manual No. 6

10-13

power, we cannot serve coffee, hot tea, or other food

items requiring heating in their preparation. We

apologize for this inconvenience and delay, and we will

provide you with updated information as soon as we

receive it. Please let a member of the crew know if

there is anything we can do to provide you with needed

assistance.

• Train is over 3 hours late and is moving with

operational HEP:

Ladies and gentlemen, we will continue to keep you

apprised of our situation as it develops. In the mean

time we have a limited number of complimentary

“Snack Packs” and bottled water available in the Café

Car for those who need some type of refreshment. We

are also continuing the sale of our standard Café

items. Again, we apologize for this inconvenience and

delay. We will provide you with updated information

as soon as we receive it. Please let a member of the

crew know if there is anything we can do to provide

you with needed assistance.

p) Significant Service Failure Announcement

(To be made in situations where a significant number

of passengers are affected, such as the blanking of

a feature car, etc.)

Ladies and gentlemen I've notified our Operations Center

of our circumstances and your inconvenience. Customer

Relations will have these details and accept calls related

to this trip. You may call 1-800-USA-RAIL Monday

through Friday 7 am to 12 midnight, Eastern Time, and

ask to speak with a Customer Relations representative.

Please have your ticket receipt from this train available

when you call. We apologize again for this inconvenience.

q) Sold Out Train Announcement

(To be made when necessary.)

Ladies and gentlemen, on today’s train we will need all

available seats. If you have any items on the seat next to

you, please place them in the overhead luggage rack or

storage area. If you need assistance, please don’t hesitate

to ask. Thank you for your cooperation.

Canadian Customs Tag Announcement

(To be made by the Conductor)

Ladies and gentlemen, all carry-on items that will be

crossing the US/Canadian border into Canada must have

10-14

On-Board Announcements & Signage

a “Canadian Customs Tag” attached. ALL ITEMS MUST

BE TAGGED including:

• Handbags

• Purses

• Briefcases

• Baby Bags

• Baby Strollers

• Baby Car Seats

• Backpacks

• Duffle Bags

• Suitcases

• Camera Bags

• Plastic or Paper Bags

• Boxes

Please notify the Conductor if you need “Canadian

Customs Tags” or have any questions regarding the

carry-on items that must be tagged.

4. LSA - Diner Announcements

(Includes Steward and EIC positions)

a) Dining Car - Breakfast Announcement

(To be made 10 minutes prior to the start of

breakfast service.)

Good morning, my name is (name), your Dining Car

Steward. At this time I would like announce that the Dining

Car will be open and ready for breakfast service at (time)

and will finish at approximately (time). The Dining Car is

located in the (location) of the train. Once again, welcome

aboard the (train name).

[For Breakfast Only - Reservations are not required for

breakfast.]

b) Dining Car - Lunch Announcement

(To be made 60 minutes prior to the start of lunch

service.)

Good morning, my name is (name), your Dining Car

Steward. At this time I would like to tell you about our

lunch selections that are available today. (Describe lunch

selections along with any specials.)

The Dining Car is located in the (location) of the train

and will begin lunch service at (time) and will finish at

approximately (time). In a moment, I will be walking

through the train to offer you a personal invitation and

take reservations.

Once again, welcome aboard the (train name).

Service Standards Manual No. 6

10-15

c) Dining Car - Dinner Announcement

(To be made 90 minutes prior to the start of dinner

service.)

Good afternoon, my name is (name), your Dining Car

Steward. At this time I would like to tell you about the

dinner entrées that Chef (chef’s name) and (his/her) staff

are preparing for you this evening. (List entrées, chef’s

special entree and vegetarian entree.) All entrées are

served with a garden salad and warm rolls.

The Dining Car is located in the (location) of the train

and will begin dinner service at (time) with our last all

at approximately (time). In a moment, I will be walking

through the train taking reservations and answering any

questions you may have.

Once again, welcome aboard the (train name).

d) Dining Car - Closing Announcement

(To be made within 10 minutes of the end of a meal

period.)

Good (morning/afternoon/evening) from the Dining Car.

This is (name), your (title). At this time, the Dining Car

will be closing in 10 minutes. We will re-open at (time)

for (breakfast/lunch/dinner).

On behalf of your Dining Car staff, we wish you a good

(morning/afternoon/evening).

5. LSA - Diner/Cafe/Lounge Announcement

(Includes Steward and EIC positions)

En Route Activities, Movies or Promotions

Announcement

(To be made 15 minutes before the beginning of the

activity, movie or promotion.)

Good (morning/afternoon/evening), at (time) in the (location),

we will be (describe the activity, movie or promotion).

6. LSA - Cafe/Lounge Announcements

Break/Restock Announcement

(To be made 10 minutes prior to closing for a meal

break.)

Good (morning/afternoon/evening), this is (name), your Cafe/

Lounge Attendant. In 10 minutes, I will be closing for

approximately 45 minutes. If you would like to make a

purchase in the Cafe/Lounge, please do so at this time.

Thank you.

10-16

On-Board Announcements & Signage

7. LSA - Cafe Announcements

a) NEC Cafe - Welcome Announcement

(To be made 5 minutes prior to departure from the

initial terminal.)

Good (morning/afternoon/evening). My name is (name),

and I am your Café Car Attendant. The Café car is located

in the (position in consist) car of the train. It is now

open for the duration of the trip, serving sandwiches,

salads, snacks and beverages. Today’s specialty sandwiches

are (sandwiches). Once again, welcome aboard.

b) NEC Café - Open and Ready with No Line

Announcement

(To be made after departure of major stations

when there is no line at the café counter.)

Ladies and gentlemen, just as a reminder, the café is

open and ready for service. There is no line in the café at

the present time, so there’s no waiting. We encourage

you to visit the café for a snack, beverage or sandwich.

LSA - Cart Service Announcement

Ladies and gentlemen, we are pleased to announce that in

addition to our Acela Café/Lounge Car, train (train number) now

offers At Seat Service for a variety of snacks and beverages.

My name is (name) and I’ll be your At Seat Service Attendant

for this trip (or throughout this evening’s happy hour.) Please

feel free to ask me or other members of the crew about our

service as we pass through your car. We welcome either cash or

credit card.

For a wider selection of both hot and cold items, we invite you

to visit the Acela Café/Lounge Car where the complete menu is

available.

Enjoy your trip and thank you for traveling Amtrak.

9. Coach Attendant Announcement

Coach Attendant - Welcome Announcement

(A “local” announcement to be made immediately

following the Conductor’s opening announcement.)

Good (morning/afternoon/evening), my name is (attendant’s

name). I will be your Train Attendant to (attendant’s

destination). I would like to take a moment to familiarize you

with your car (car number) which is located (location in

consist). Trash receptacles are located at either end and in

the center of your car. Water coolers are located on the

upper and lower level of your car adjacent to the stairwell.

Your rest room facilities are located downstairs. For added

comfort, I will be offering pillows. At any time, if you have any

questions, please feel free to ask. Once again, welcome

aboard.

Service Standards Manual No. 6

10-17

10. Sleeping Car Attendant Announcement

Sleeping Car Attendant - Welcome Announcement

(A “local” announcement to be made immediately

following the Conductor’s opening announcement.)

Good (morning/afternoon/evening), my name is (name). I

will be your Sleeping Car Attendant in the

(Car No.) car to (destination). Very shortly, I will be coming

by to say hello and familiarize you with your accommodations.

Once again, welcome aboard.

11. On-Board Coach Cleaner NEC Announcement

On-Board Coach Cleaner - Welcome Annuoncement

(To be made following the Conductor’s departure

announcement.)

Good (morning/afternoon/evening), my name is (name). I

am the Passenger Support Representative until we reach

(destination). I will be freshening up the rest rooms for your

comfort. In a few moments, I’ll be coming through the

coaches to collect any trash or newspapers. Welcome aboard.

We promise to make your trip a comfortable and enjoyable

experience.

12. OBS Conditional Announcements

Emergency On-Board Police Activity Announcements

Refer to the Conductor Announcements - Conditional

Emergency On-Board Police Activity Announcements

as outlined in Section A, “Announcements” in Chapter

19, On-Board Announcements, Signage and Other

Communications.

B. On-Board Signage

The following on-board signage has been created to

maintain a consistent and professional look aboard

all Amtrak trains. Posting of unauthorized signage

anywhere on-board the train is prohibited. Employees

who perceive a need for approved on-train signage

that does not already exist should consult with their

local supervisor, or a representative of the

Marketing & Product Management Department.

10-18

On-Board Announcements & Signage

The following signage can be ordered through

Western Folder via the eTrax System or by fax.

To order by eTrax, go to:

• Requisitions or Travel Reservations, then

• Western Folder Catalog, then

• On Board - Crew - Maintenance.

Use the sign’s order number (located on bottom left

corner of sign) to locate the signage to be ordered.

To order by fax, include the following information

on your fax transmittal sheet:

• Order is for AMTRAK

• Your name

• Your phone number

• Address for shipping

• Sign number (located on bottom left corner of

sign) and title

• Quantity

Fax to (888) 999-3219.

Service Standards Manual No. 6

10-19

Order #

Description

Size

Adhesive

028127

Please Proceed This Way

8.5 x 11

Yes

for the Dining Car

Two Sided

Suggested Location

Centered on inside of body end door window of cars. However, do not post in

the same location as the “Please Proceed This Way to the Lounge Car” signs.

Recommended placement of signs should be on every other car.

Order #

Description

Size

Adhesive

028128

Automatic Door

3.75 x 6.5

Yes

Inoperative

Suggested Location

Centered on inside of body end door window of body end doors that are not

operating correctly and must be manually operated.

10-24

On-Board Announcements & Signage

Order #

Description

Size

Adhesive

028139

Sorry, the Lounge is

8.5 x 11

Yes

Temporarily Closed...

Suggested Location

Superliner I Equipment - Adhesive sign can be centered on the counter door

flap when closed.

Superliner II Equipment -Adhesive sign can be centered on the sliding door

outside of the Lounge Service Area when closed.

Order #

Description

Size

Adhesive

028139T

Sorry, the Lounge is

Tent card

Temporarily Closed...

Suggested Location

Counter area.

Service Standards Manual No. 6

10-29

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 16