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

A. Electrical Distribution System

1. Overview

a) The car’s electrical systems and subsystems utilize

various voltages for their operation.

b) Head End Power (HEP) is supplied at 480 VAC,

3 phase, 60 HZ from a source that is usually

the locomotive.

c) Power is distributed from the locomotive to the

train’s cars by means of jumper cables trainlined

between coupled cars and locomotives.

d) The 480 VAC power is used to power some of the

electrical components directly, while other systems

and subsystems use lower voltages that are usually

stepped down by means of transformers.

Basic Equipment Protection

Normally, high voltage circuit breakers for heating

and cooling are located in electrical boxes outside

the car, while low voltage circuit breakers are

found inside each car’s electrical locker.

b) Circuit breakers serve two functions:

• On/Off control

• Automatic circuit overload protection

When a circuit breaker trips from overload, it will

be partially between the ON and OFF position.

To reset, move the breaker to the OFF position

first, and then back to the ON position.

d) Ground fault interrupt (GFI) circuits are another

type of protection for overloads. These types of

circuits provide 120-volt power to electrical outlets

in restrooms, Lounges and private Sleeping Car

accommodations. If the GFI trips, power loss will

occur at all outlets on the circuit. Reset by pressing

the RESET button on the GFI receptacle. If the

GFI receptacle continues to trip, remove all plugs

from the affected outlets, because a defective

appliance may be at fault.

Signage

Each door and cover plate protecting high voltage

equipment must be marked “Danger-High Voltage”

or with the word “Danger” and the normal voltage

carried by the parts so indicated.

Service Standards Manual No. 6

12-1

HVAC (Heating, Ventilation

and Air Conditioning)

HVAC

HVAC is an integrated system of heating, air

conditioning and fresh air ventilation designed to

automatically select cooling and heating to maintain

an interior temperature of 72 to 76 degrees. However,

the interior temperature may go outside this range

due to extreme ambient temperature conditions.

Temperature Controls

Should a fire occur on a car, immediately shut OFF one

of these switches to reduce the spread of smoke and fire.

a) All Amtrak passenger cars are equipped with

emergency fan switches.

b) When both switches are ON, the car’s heating

and cooling systems operate normally.

c) When either switch is positioned to OFF, the car’s

blower fans are shut off and the heating/cooling

system is disabled.

d) A cover plate usually protects this switch.

Temperature Control Panel

The panel is located in a car’s electrical locker.

b) The system operates automatically when the

selector switch is set to ON or NORMAL.

On most cars, there is a three-position selector

switch with the following positions:

• ON or NORMAL - normal heating and cooling

• OFF - no heating or cooling and no fan except

for ventilation and protective heat

• LAYOVER - no cooling, floor heat only to

approximately 55 degrees to prevent freezing.

d) Indicating light(s) will be illuminated when the

HVAC system is cycling in “normal” or “override”

modes. This system does not function when ambient

temperature is below 45 degrees.

Override Mode - A manual override is provided

if there is a failure in the automatic temperature

control system. On most cars, pressing the manual

override button will by-pass the automatic tem-

perature control for 30 minutes. An OVERRIDE

light indicates when the system is in override

mode. Because it requires close attention to avoid

extreme car temperatures, operating in override

should be minimized. Depending upon the type

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Equipment

of car, the override feature functions in both

cooling and heating modes.

Operation of Air Conditioning Systems

All defects with the air conditioning system must be

entered on the “Record of Defect and Repair - MAP

21A” (NRPC 2775) and reported to the CNOC

Mechanical Desk and to the Foreman upon arrival at

the destination.

a) Heat circuit breakers must remain on and should

not be turned off if the air conditioner is running.

b) If the air conditioning system fails and is not

operating, the heat circuit breakers must be

turned off to reduce the heat input into the car.

c) If the heat circuit breakers are turned off, YOU

must report this on the “Record of Defect and

Repair - MAP 21A” (NRPC 2775)

Lighting

General

a) Both incandescent and fluorescent lighting

illuminates cars.

b) Primary control of all lighting is by switches and

circuit breakers located in each car’s electrical

locker.

c) Secondary control switches are provided to

passengers for individual reading lights in both

Coach and Sleeper Car accommodations.

d) There are several other lighting circuits like ceiling

lights, cove lights, rest room lights, vestibule and

aisleway signage, etc.

e) Some switches are located in the Public Address

(PA) system boxes in Amfleet car vestibules.

Emergency Lighting

a) Battery-powered emergency lighting comes on

automatically when the main power source

(480v) is interrupted.

b) Emergency lighting is provided to such areas

as vestibules, food service areas, rest rooms and

individual Sleeping Car accommodations.

c) As the batteries discharge, relays disconnect

some car circuits, including lighting, to conserve

battery voltage, allowing more important circuits

to remain on longer.

Service Standards Manual No. 6

12-3

Standard Lighting Levels for Acela Express

Lighting levels on high-speed trainsets must be

maintained during trainset operation as prescribed

below:

a) Lighting Level 2 is the standard level to be used

during daylight hours (7:00am to 5:00pm) on all

cars except the Quiet Car.

b) At 5:00pm, Lighting Level 2 must be changed to

Level 3 in all cars operating in revenue service.

c) Lighting Level 3 is the only authorized setting for

Acela Quiet Cars.

d) Lighting Level 1 is for maintenance purposes

only, and is not to be used on any train in revenue

service. No other lighting levels are authorized

for Acela Express revenue service.

D. Communication System

Public Address (PA) & Intercom Overview

a) Using the PA and intercom system, announcements

can be made throughout the train or locally. The

intercom system also allows for private two-way

conversations.

b) The PA control panel and handset can be found

at or near the “B” end vestibule on most single

level cars, and at or near the lower level

vestibules on most Superliner cars.

Making Announcements via the PA System

a) Power switch must be ON at the CCU

(Communication Control Unit).

b) Set the TRAIN - LOCAL switch to:

• TRAIN for broadcast to all cars

• LOCAL for broadcasting only in that car.

c) Set mode switch to PA.

d) Depress switch-bar in the handset to talk.

e) Replace the handset and leave power ON.

3. Using Intercom System

a) Page the individual you wish to speak with over

the PA system.

b) Tell them to pickup the intercom.

c) Set the mode switch to IC.

d) When the person answers, depress the switch-bar

in the handset to speak and release to listen.

e) On Superliner Dining Cars, an additional feature

12-4

Equipment

allows communication between a workstation

and the food preparation area.

f) Remember to be brief and professional in your

conversation. An unknown defect in the system

could cause your conversation to be overheard in

other parts of the train.

Entertainment System

Certain Food Service and Sleeping Car accommodations

are equipped with entertainment systems.

Entertainment system components can consist of a

continuous loop tape player for music, videocassette

player, television monitors or CD players, or a

combination of these items. Specific controls and

procedures are available in most cars’ operating

manuals. Consult your supervisor for the correct

manual(s).

Water System

General

a) Provides potable water for drinking, washing

and sanitation purposes.

b) Water is stored in tanks that are filled only

at designated watering points.

Types

a) Gravity-fed water systems feed from overhead

tanks.

b) Pressurized water systems use the compressed air

from the train’s main reservoir air system to push

the water to faucets and toilets.

• If there is no main reservoir air pressure, water

will not flow with these types of systems.

• If air rushes from the faucet when it is turned

on, then there is no water in the tank.

Potable Water System Filling Procedures

Employees should refer to Chapter 3, “FDA Rules

and Inspection”, for hygienic standards and filling

procedures if it becomes necessary to fill tanks in

an emergency situation.

G. Side Door Trainline Test

The Conductor, or a member of the train crew designated

by the Conductor, will test the continuity and proper

operation of trainlined side-entry doors on cars so

equipped, by performing the following steps.

Service Standards Manual No. 6

12-5

Acela Express Equipment

Perform the following steps, and then proceed to

number 2. “All Other Equipment” in this section.

a) Before trainlining all doors to open on standing

equipment, check to make sure that no other

individual doors are open.

b) If individual doors are open, close the door using

the crew switch at the open door location using

either a single crew key command or a single

push button command.

c) Only after all doors have been closed, can the

side doors be safely trainlined to open.

All Other Equipment

a) When in position from either end of the train

consist, key side doors open on the side of the

train opposite from the boarding platform at the

initial terminal.

b) Walk through the train verifying that all doors

have opened on the activated side, and closed on

the boarding platform side.

c) Key the doors closed, and then key doors open

for the platform side of the train.

d) Walk back through the train verifying that doors

have opened on the side now activated, and are

closed on the opposite side.

e) Prior to starting the train, the train crew must

ensure that all doors are closed prior to departure.

f) Any variance from normal trainlined door

operation resulting from this inspection should

be reported to the proper Mechanical Department

personnel at the initial terminal prior to the

train’s departure.

g) Where instances are found of unintended door

openings during the trainlined door inspection,

and the problem cannot be corrected at the initial

terminal, trains crews must only key and operate

side-entry doors locally, and refrain from any train-

lined door operation for the duration of the trip.

h) At initial terminal locations where train equipment

is delivered to the passenger station by a yard or

pin-up crew, the aforementioned inspection

procedures must be performed by these crews at

the primary equipment servicing location rather

than at the station, unless otherwise specified by the

Division, to avoid delay to the train. In such cases,

12-6

Equipment

the yard or pin-up Conductor must communicate to

the road Conductor the results of the inspection and

the operating condition of the trainlined doors.

i) When inspecting train lined door operation on

bi-level equipment, such inspections may be made

from the ground or station platform.

j) Trainlined door inspections on equipment under

blue signal protection must not be made under any

circumstances unless permission has been received

from the person in charge of the workers.

H. Side Door Operating Procedure for

Acela Express Trainsets

Operate Acela side doors using only the standard

operating procedure exactly as described in this section.

Parts 2 and 3 detail normal, in-service side door

operations. Parts 4 and 5 covers local door operations

using the crew key switch and are advisable for crew

boarding, stores loading, or single door operation.

Number 6 explains how to reset the side doors.

1. General Guidelines

Acela side doors must only be operated using the

Door Control Station (DCS) or the Exterior Crew

Key switch and the proper Door Operating

Procedures. Acela Side Door Operation Procedures

are to be strictly adhered to by all persons authorized

to operate Acela side doors. Deviations from the

Acela Side Door Operation Procedures will result

in door faults and train delays, and are, therefore,

not permitted.

NEVER close a local door by toggling any of the

micro switches located in the side door panel. This

action will close the local door, and provide a

“healthy” indication on the Door Control Station;

However, when a micro switch is toggled to close a

local door, that door will be rendered inoperable

(will not open) and the user will not receive any

indications that the door is in fault. Never toggle the

micro switches.

Emergency handles are only authorized for use in

emergency situations or when all other methods

of opening the door have failed. NEVER use

the emergency handle to open a side door for

convenience or non-emergency activity (e.g., when

yard switching, station activity or when maintenance

Service Standards Manual No. 6

12-7

is being performed). The emergency door handle

release is not designed to withstand use as a regular

means of opening a side door.

d) All door faults and failures must be recorded on a

Record of Defect and Repair -MAP 21A (NRPC

2775). Include the following information.

• Car number.

• Door number (located on the back of the DCS

Panel).

• Station stop location.

• Brief description of the fault. (indicate if the door

failed to open or failed to close and what steps

were taken to resolve the issue, if any)

Trainline Open Sequence

a) After the Trainset comes to a complete stop, insert

an Amtrak coach key into the Door Control

Station (DCS) keyhole. (Only one DCS can be

active at any time on one side of the train. Multiple

DCS activations will cause a door fault.)

b) Turn the key to the ON position.

c) Ensure that the green “DCS Active” LED is

illuminated. The DCS Active light indicates that this

DCS is now the master, or controlling DCS from

which the side doors on one side of the train may

be controlled.

d) Depress the local OPEN button one time and hold

for two full seconds then release. Once the local

door is fully open, train-line the desired doors open.

Select the door open direction(s) (forward and/or

rearward) and depress the train-line OPEN

button(s) one time and hold for two full seconds.

The requested doors will open.

e) If one or two side doors fail to open after a few

seconds, another train-line command may be

issued. If those doors still remain closed, allow

those doors to stay closed until a member of the

crew can open them locally (Refer to step 4 “Local

Door Open Sequence”) or perform step 6 “Side

Door Reset Procedure”.

f) Once the desired doors are observed to be fully

open, the Amtrak coach key may be rotated to the

OFF position and removed from the DCS. If the

key is removed before the desired doors are fully

open, the doors may respond by either remaining

closed or by closing rapidly and without warning.

12-8

Equipment

Once closed, each affected door will enter a fault

state and require the step 6 “Side Door Reset

Procedure” to be performed in order to restore

operability.

Trainline Close Sequence

Insert an Amtrak coach key into the Door Control

Station (DCS) keyhole. (Only one DCS can be

active at anytime on one side of the train. Multiple

DCS activations will cause a door fault.)

Turn the key to the ON position.

Ensure that the green “DCS Active” LED is

illuminated.

Depress the train-line CLOSE button(s) for the

desired direction(s) (forward and/or rearward)

one time and hold for two full seconds. A verbal

warning announcing the closure of doors will sound

prior to the doors closing. Forward and rearward

doors must be closed before the local door.

Verify that all train-line doors have closed, and that

each red external “Door Open Indicator”

lamp is extinguished at each door location. If a door

remains open, or reopens continuously, instruct a

member of the crew to close the door locally or

perform step 6 “Side Door Reset Procedure”.

Once all doors are observed to be closed and the

platform is clear, you may close the local door by

pressing the local CLOSE button.

After the local door is fully closed, turn the DCS

to the OFF position and remove the coach key.

4. Local Door Open Sequence

a) Insert an Amtrak coach key into CREW keyhole.

b) Turn the key to OPEN position.

c) Return the key to neutral position.

d) The local door will OPEN. There will be no

audio announcement.

5. Local Door Close Sequence

a) Insert an Amtrak coach key into CREW keyhole.

b) Turn the key to CLOSE position.

c) Return the key to neutral position.

d) The local door will CLOSE. There will be no

verbal announcement, however, a tone will sound

and the red, interior and exterior door indication

lights will flash for the local door.

Service Standards Manual No. 6

12-9

Side Door Reset Procedure

a) Insert an Amtrak coach key into the DCS

Keyhole.

b) Rotate the key clockwise to the “ISOL”

(ISOLATED) position.

c) Depress the Lamp Test Pushbutton.

d) Rotate the door key clockwise back to “OFF”.

e) Insert the Door Key into the CREW keyhole and

rotate clockwise to the “CLOSE” position, then

counterclockwise back to center. Door will close

or functionality should be restored.

f) If the door remains inoperable, refer to the

“Enroute Troubleshooting Guide” for door

lock-out procedure.

Side Door Operating Procedure for

Amfleet I Equipment

It is extremely important that only ONE crew member

“KEY” the doors open and closed each time this

function is performed to prevent system confusion

from multiple signals.

General

a) Make sure the door control switches, located inside

the electrical locker are turned to NORMAL to

allow for automatic operation using a key inserted

in the door controller by each side door.

b) All doors, or one individual door, on either side

of a consist can be opened and closed using a

standard coach key at the master door controller,

which is located next to each side door in each

vestibule.

c) All end doors and side doors must operate safely

as intended. If a door is out of service, it must

have a notice displayed directly on the defective

door, indicating that the door is defective. All cars

must have at least one operative and accessible

door available on each side of the car, or the car

must be taken out of service.

Opening Procedures - High Platform

a) Insert key into the master door controller on the

platform side of the train. Turn key to activate

controller.

b) Press the OPEN button(s) for the zone(s) of the

doors to be opened. Arrow symbol indicates the

12-10

Equipment

direction or zone of doors being opened.

c) Press THIS DOOR ONLY button to open local

door only. All other doors should remain closed.

d) Press the CLOSE button(s) for zone(s) of doors

to be closed.

e) If the blue light(s) (blue light on the panel

indicates doors are closed in each zone) on the

panel does not come on, check for RED outside

signal light along the side of the consist. A RED

light signifies the location of an open door.

f) When all doors except the local door are known

to be closed, then close the local door by pressing

THIS DOOR ONLY button.

Closing Procedures - High Platform

After customers are boarded, station work is complete

and signals have been passed between train crew

members, proceed as follows:

a) Train crew members stationed near the opposite

ends of the train will be responsible for observing

the automatic side doors have “trainlined” closed

before the signal is given to move the train.

b) The person “keying” the doors to close will look

to see if the RED lights above the other door

ways have extinguished.

c) The person near the opposite end of the consist,

with automatic door operation features; will listen

for the bell sound associated with the opening

or closing of the side doors. (This indicates the

door closed signal has traveled through the

intermediate cars.)

d) The person near the opposite end of the consist,

with automatic door operation features; will look

to see that the RED lights above the other open

doorways have extinguished.

e) Once assured that these functions are working

properly, members of the train crew will signal

each other that it is clear to proceed before

communicating that message to the engineer.

f) If there is any indication that a door has not

closed, it must be investigated before the train is

signaled to proceed.

Emergency Opening of Vestibule Side Doors

a) The vestibule side door can be opened manually

from inside the car by pulling down on the RED

Service Standards Manual No. 6

12-11

emergency handle that is accessible through the

hand-hole in the side door motor cover, located

above each side door.

b) When the emergency handle is all the way down,

the door mechanism will disengage, allowing the

door to be opened manually.

c) After using the emergency handle, push up firmly

to engage the door mechanism and close the door.

d) If the RED light on either door controller panel

is lit, one of the vestibule side doors is not fully

closed, and must be secured before the train is

authorized to proceed.

Emergency Closing of Vestibule Side Doors

a) If a vestibule side door does not close electrically,

it may be necessary to disable it by manually

locking the door closed.

b) Manually lock the side entrance doors as follows.

• Manually close the door.

• Open the overhead door motor access panel.

• The manual lock lever is located near the

(usually RED) emergency door release handle.

• Move the manual lock against the door leaf

holding it closed.

Door Seals

a) Some vestibule side doors are equipped with air

seals, which inflate with air and seal the side

doors to prevent against outside elements.

b) Both doors in the vestibule must be fully closed

before the seals will inflate.

c) Proper door seal operation is contingent upon

the emergency handle being properly seated.

d) It may be necessary to reseat the emergency

handle by fully extending the handle downward

and then exerting an upward force so that it

fully engages.

e) If you still hear main reservoir air pumping to the

door seal, make sure the handle is fully seated.

Body End Doors

Normal Operation

a) Most cars have automatic sliding body end doors

at each end.

b) The doors are operated by touch plates on either

side of the door for hand or foot actuation.

12-12

Equipment

c) Doors normally remain open for approximately

15 seconds.

d) If an obstruction is encountered while the door is

closing, the leading edge sensor strip is designed

to re-open the door. When this occurs, the door

opening cycle will restart.

2. Manual/Emergency Operation

a) Body end doors are equipped with either a

two- or three-position switch to control the

door’s operating modes.

b) In the normal position, the door operates

normally through the touch plates.

c) In the manual position, the door is electrically

disabled and can be operated manually.

d) In the open position, body end doors are held open

electronically until the switch is re-positioned.

K. Sanitary Facilities Retention System

Description

For further details and features on sanitary facilities,

see your immediate supervisor to obtain an operating

manual for the equipment in question.

All Amtrak passenger cars are equipped with

retention toilets. Waste is stored in collection tanks

mounted on cars. Each car’s sanitary facilities have

various circuit breakers that control the system and

are located in the electric locker. Some equipment

has indicators for system warnings or malfunctions.

• Yellow indicating lights warning of potential

problems.

• Red indicating lights warning of conditions that

have shut down the system.

Out-of-Service Toilets

a) Some systems are equipped with a toilet “out of

service” light that illuminates when the waste

collection system is shutdown for any reason. The

system is not operational when this light is ON.

b) If the system is disabled on cars without this feature,

lock toilet doors to prevent bathroom use. Also

post an approved OUT OF SERVICE sign on the

malfunctioning restroom door and record on a

“Record of Defect and Repair - MAP 21A”

(NRPC 2775).

Service Standards Manual No. 6

12-13

High Speed Trainset (HST) Tilting Fault

“Car Not Centered”

On High Speed Trainset (HST), the tilting system has a

Level 1 fault that may occur, “Car Not Centered”. If this

fault occurs the following instructions must be follow:

Level 1 Fault

Conductors must be aware if the Engineer receives a

level 1 Fault on the Primary Operating Screen “Car Not

Centered”. The following instructions must be adhered

to when the Level 1 fault “Car Not Centered” occurs:

a) A 20 MPH maximum speed restriction will be

imposed.

b) Engineer must stop the HST on tangent track as

soon as safe operating conditions permit.

c) The alarm block on Multi Function Display

(MFD-1) will display the fault “Car Not

Centered” car number XXXX.

d) The “Car Not Centered” tool is stored on each

Power Car in the tool bag. The tool bag is located in

the coat locker, on the right side aisle of the machine

room directly behind the Engineer’s cab door.

e) After notifying the Dispatcher of the “Car Not

Centered” fault, and receiving the required

protection. Go to the affected Trailer Car (Coach)

that triggered the “Car Not Centered” alarm, and

check either side of the truck with both the Must

Fit (GO) Gauge and the Must Not Fit (NO GO)

Gauge. (Refer to Figure 12-1)

f) On the affected Trailer Car (Coach) insert the Must

Fit (GO) Gauge between the truck frame and

bolster. If the Must Fit (GO) Gauge does not fit,

the car is NOT Centered. (Refer to Figure 12-2)

g) Insert the Must Not Fit (NO GO) Gauge

between the truck frame and bolster. If the gauge

fits, this also confirms that the car is NOT centered.

Both gauges must be used in the vertical position.

It will be visible to the eye that the car is NOT

centered and is slightly tilted, compared to the

rest of the cars in the Trainset.

h) Check both trucks on the affected car with the

(GO/NO GO) gauges.

i) Go to the electric locker on the affected car,

break the seal on the Centering Detection

Switch, and move it to the cutout position. This

will release the train speed restriction of 20

MPH. (Refer to Figure 12-3)

12-14

Equipment

Car Not Centered

If the car is NOT centered, the train will proceed at

Train Type “C” speeds. The tilt will not function due

to the fault. If the car is not centered and seating

capacity permits, the Conductor will offer passengers

seating in another car to avoid discomfort related to

off center car condition.

Car Is Centered

If the car IS centered, operate according to Train

Type “B” speeds. The tilt will not function due to the

fault. 4. The sub system status of the tilting system on

the affected car must be checked to ensure that the

centering detection C/O block is highlighted. The

Conductor must check on MFD-B, and Engineer

must check on MFD-2. 5. Engineer will also have a

message on the MFD-1 Alarm section that centering

detection is cut out on the affected car.

Reporting

a) Report the condition to the Dispatcher and operate

at Train Type “B” speeds if car is centered or operate

at Train Type “C” speeds if the car is not centered.

b) Engineer must report these conditions on the

“Equipment Condition Report - MAP 100” (NRPC

2947), and Conductors are required to report the

conditions on the “Record of Defect and Repair -

MAP 21A” (NRPC 2775).

Figure 12-1 - Must Fit (GO) Gauge and Must Not Fit (No/Go) Gauge

Service Standards Manual No. 6

12-15

M. Acela Express High Speed Trainset (HST)

120 Volt Convenience (At-Seat) Outlets

Steps for Defective Outlets

In the event a passenger reports a defective 120 volt

convenience (at-seat) outlet; the following steps

must be taken:

a) Ask the passenger if he/she would like to relocate

to a seat location that has an operating outlet.

b) If all seats are occupied, operational outlets may

be available in the Café Car.

c) Use the “Outlet Defect Chart” to determine the

type of defect and action required.

d) Immediately report the defect to the CNOC

24-Hour Mechanical Desk by entering 03 on the

on-board Conductor’s Office phone. This will

connect you to the CNOC 24-Hour Operations

Desk. When prompted, enter extension 2082

for the Mechanical Desk. The ATS number is

734-2082. Train crews may also dial direct with

a cell phone to (800) 424-0217 ext. 2082.

The Mechanical Desk will need the following

information:

•

Detailed description of the defect. (Use the

Defect Description to Report from the “Outlet

Defect Chart” as a guide)

•

If needed, include circuit breaker information.

(Outlet circuit breakers are located in the A end

Electric Locker of each Coach Car. The breakers

are identified as 120 v conv receptacle left or 120 v

conv receptacle right)

•

Train number.

•

Car number.

•

Seat number.

Record the problem in the “Record of Defect

and Repair - MAP 21A” (NRPC 2775).

Relieving crews should be briefed on defective

outlet locations throughout the train and what

actions have taken place.

h) New passengers boarding the train should be

notified as to which outlets are not working.

Service Standards Manual No. 6

12-17

1. Acela Express Outlet Defect Chart

OUTLET DEFECT CHART

Outlet Defect

Circuit

Defect Description

Breaker Position

to Report

Outlet has stopped

Do not turn off

Report any comments by

working or has intermit-

circuit breaker.

passenger (i.e. intermittent

tent power with

power, electrical shock, damage

remaining outlets on

to electrical device, electrical

same side of car still

arcing, etc.) along with any

functioning.

other observations. Identify

outlet location by seat number.

Outlet shocked

Turn off circuit

Identify circuit breaker that has

passenger or damaged

breaker.

been turned off. Report any

electrical device with

DO NOT RESET.

comments by passenger (i.e.

remaining outlets on

intermittent power, electrical

same side of car still

shock, damage to electrical

functioning.

device, electrical arcing, etc.)

along with other observations.

Identify outlet location by seat

number.

Defective outlet along

If circuit breaker has

Identify circuit breaker that has

with all outlets on the

tripped, leave it

been turned off or tripped.

same car side has

tripped. If circuit

Identify circuit breaker that has

stopped working.

breaker is still on,

been turned off. Report any

turn it off.

comments by passenger (i.e.

DO NOT RESET.

intermittent power, electrical

It is critical that this

shock, damage to electrical

circuit breaker

device, electrical arcing, etc.)

remain in the

along with other observations.

tripped position.

Identify outlet location by seat

Under no circum-

number.

stance will authori-

zation be given to

train crews to reset

this breaker.

When the train arrives at the terminal, a qualified electrical

technician will investigate the problem and make repairs.

If the technician cannot fix the problem, due to time

restraints (station turns, etc.), he/she will defer the repair

until the train returns to the maintenance facility at the

end of the day. ONLY A QUALIFIED ELECTRICAL

TECHNICIAN CAN PUT THE OUTLETS BACK IN

SERVICE.

12-18

Equipment

To release and open the Bedroom Occasional Seat,

reverse the aforementioned procedure. The Bedroom

Occasional Seat can be safely operated by Sleeping

Car passengers. The bottom cushion/armrests can be

raised or lowered as desired.

O. Coffee Makers

Douwe Egberts 300 Coffee Maker

The following safety instruction must be followed

when operating the coffee maker.

a) Immediately turn the heater switch to the

OFF (UP) position when any of the following

conditions occur.

• Coffee maker malfunctions.

• Coffee maker will be unattended for more

than 15 minutes, especially when there is no

OBS personnel present in the Food Service

Car.

• Train has arrived at final station.

• Loss of supply water.

• Loss of supply water air pressure (main

reservoir air).

The heater switch is the unmarked toggle switch

located just inside the front access door on the

upper right corner of the circuit board. (Refer to

Figure 12-10) Turning the heater switch to the off

position will prevent the water heating element

from operating, but still allows the coffee syrup

cooler to remain active.

Figure 12-10 - Location of heater switch

Down position is “ON”

Toggle is shown in the “ON” position

Service Standards Manual No. 6

12-21

b) If coffee maker has been turned off due to a

malfunction, follow these steps.

• Contact the CNOC 24 hour Mechanical Desk

at 800-424-0217 ext. 2082/2083, Bell 302-683-

2082/2083 or ATS 734-2082/2083 and describe

the malfunction if known (e.g. syrup cooler or

coffee/hot water maker).

• The CNOC 24 hour Mechanical Desk will

determine if the coffee maker can be reset

and will instruct the employee on how to safely

reset the coffee maker. (The coffee maker is

equipped with a safety feature that shuts off the

unit if there is a boil over or if the water sloshes

over due to train movement).

• Record the defect in the “Record of Defect

and Repair - MAP 21A” (NRPC 2775).

Additional safety instructions to follow when

operating the coffee maker.

• Never store any paper or flammable material

on the top cover of the unit.

• Never open the top cover unless instructed by

CNOC.

• Always ensure the top cover is properly closed

and secured in place to prevent it from making

undesired contact with the electronics inside

the unit.

Superliner Sleeping Accommodations

Superliner Roomette

Dimensions:

3’6” x 6’6” (1.1m x 2m)

Lower Berth:

2’4” x 6’6” (.72m x 2m)

Upper Berth with Steps:

2’0” x 6’2” (.61m x 1.9m)

Accommodates 2 adults • Capacity for 2 small tote bags

Restrooms and a shower are nearby

12-22

Equipment

2. Superliner Bedroom

Dimensions:

6’6” x 7’6” (2m x 2.3m)

Lower Berth::

3’4” x 6’3” (1m x 1.9m)

Upper Berth with Ladder:

2’4” x 6’2” (.72m x 1.9m)

Accommodates 2 adults • Capacity for 2 suitcases

In-room toilet and shower

Some Bedrooms can be combined to make a Suite for 4 people.

3. Superliner Family Bedroom

Dimensions:

5’2” x 9’5” (1.6m x 2.9m)

2 Adult Berths with Ladder:

Upper Berth - 2’4” x 6’2” (.72m x 1.9m)

Lower Berth - 3’4” x 6’3” (1m x 1.9m)

2 Child Berths:

Upper Berth - 2’0” x 4’7” (.61m x 1.4m)

Lower Berth - 2’3” x 4’9” (.69m x 1.5m)

Accommodates 2 adults and 2 small children

Capacity for 2-3 suitcases • Restrooms and a shower are nearby

Service Standards Manual No. 6

12-23

Important Phone Numbers

(Unless noted, these numbers are for internal use only and

are not to be shared with passengers or the public)

A.Amtrak Police - Nationwide (Toll Free) (800) 331-0008

Operations

Rate Desk

(800) 205-0711

(On-Board Upgrades, to OS Trains, etc.)

CNOC 24-Hour Operations Desk &

(800) 424-0217

Standee Hotline

CNOC 24-Hour Operations Customer Services Desk

ATS 734-2299

(302) 683-2299

CNOC Space & Equipment Desk

ATS 734-2104

(302) 683-2104

CNOC Mechanical Desk

ATS 734-2082/2083

(800) 424-0217 ext. 2082/2083

(302) 683-2082/2083

Philadelphia CETC

ATS 728-2226

215-349-2226

Major Off-Corridor Delay-Input Offices Toll Free Fax

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

• Oakland Operations: (866) 247-2684

U.S. Naval Observatory Time at Boulder, CO

ATS 729-4116

(866) 493-5252

ATS 777-4000

Services

Reservations Call Center

(800) 872-7245

AmPlan Help Line (for Agreement Emp.)

(800) 481-4887

Dispute Resolution Hotline

(877) 351-8338

Inspector General

ATS 777-4600

(202) 906-4600

The Pass Bureau

ATS 777-3745

(800) 424-0224

Amtrak Information Hot Line

(877) AMTRAK1

(877) 268-7251

Amtrak Media Relations ATS 777-3860

(202) 906-3860

Fidelity Investments

(800) FIDELITY

Medical & Public Health

Director Health Services (HR)

ATS 777-3258

(202) 906-3258

Director Public Health Standards

ATS 777-3943

(202) 906-3943

FAX

ATS 777-2117

(202) 906-2117

E. EAP Counselors

Senior Director EAP/Health Services-Washington, DC

ATS 777-3258

(202) 906-3258

Service Standards Manual No. 6

13-1

EAP Manager-Washington, DC

ATS 777-3275

(202) 906-3275

Washington, DC

ATS 777-3447

(202) 906-3447

New York

ATS 521-7655

(212) 630-7655

Boston

ATS 580-7894

(617) 345-7894

Philadelphia

ATS 728-1487

(215) 349-1487

Jacksonville

ATS 865-5133

(904) 766-5133

Chicago

ATS 823-5254

(312) 880-5254

Los Angeles

(800) 453-9557

F. Operation Redblock

(800) 44R-BLOC (72562)

Director

ATS 777-3258

(202) 906-3258

G. National Park Service Partnership - Trails & Rails

Coordinator

(314) 962-5399

H. Crew Management T&E Payroll & Assignment

CNOC Train & Engine Payroll Department

(888) 818-2024

CNOC Assignment Department

(877) 850-2260

Crew Management T&E Dispatch

All phone conversations with Crew Management are recorded.

T&E

(800) 828-CREW (2739)

Office Assistant

(NEC)

ATS 734-2288

(302) 683-2288

(Off Corridor)

ATS 734-2286

(302) 683-2286

Desk 1 - New England Northeast Division-East

New Haven, New York (Zone 1),

Boston, Springfield, Portland,

ME Brattleboro (Zone 1 & 3) ATS 734-2131

(302) 683-2131

Desk 2 - Northeast Division-West

New York (Zone 2)

ATS 734-2132

(302) 683-2132

Desk 3 - Mid Atlantic Division and New York Division-East

Philadelphia, Harrisburg (Zone 2),

Albany, Buffalo

ATS 734-2133

(302) 683-2133

Desk 4 - Mid Atlantic Division and South

Washington (Zone 2), Washington

Terminal, Baltimore

ATS 734-2134

(302) 683-2134

Desk 5 - Central Division

Chicago, Indianapolis, Carbondale, Quincy,

St. Louis, Milwaukee, Harrisburg (Zone 4),

Toledo, Detroit, Memphis, Kansas City

and St. Cloud

ATS 734-2135

(302) 683-2135

13-2

Phone Numbers

Desk 7 - Southern Division

Washington, Richmond, VRE, Raleigh, Charlotte,

Pittsburgh, Florence, Miami, Jacksonville, Lorton,

Hunting and Sanford

ATS 734-2137

(302) 683-2137

Desk 8 - Pacific Division

Seattle, Spokane, Sacramento, Portland, OR,

Shelby, Oakland, Merced

ATS 734-2138

(302) 683-2138

Desk 11 - Southwest Division

New Orleans, Atlanta, Meridian,

Salt Lake City, Albuquerque, San Antonio,

Little Rock, Denver, Reno, La Junta,

Omaha, Lincoln, Ft. Worth

ATS 734-2111

(302) 683-2111

Desk 12 - Pacific Division and Southwest Division

Los Angeles (Zone 12 & 12A), San Luis

Obispo, San Diego, El Paso, San Jose,

Gilroy, San Francisco

ATS 734-2112

(302) 683-2112

Crew Management On Board Services

(800) 52-CREWS (27397)

All phone conversations with Crew Management are recorded.

OBS Desk

LAX/SAN Desk

ATS 734-2311

(302) 683-2312

WAS/BOS/RGH Desk

ATS 734-2312

(302) 683-2312

NYP/ALB Desk

ATS 734-2313

(302) 683-2313

SEA/OAK/NOL Desk

ATS 734-2314

(302) 683-2314

CHI/MSP/FTW Desk

ATS 734-2315

(302) 683-2315

MIA/JAX/LOR Desk

ATS 734-2317

(302) 683-2317

AFTERNOON Desk

ATS 734-2316

(302) 683-2316

OVERNIGHT Desk

ATS 734-2128

(302) 683-2128

K. OBS Crew Bases

Crew Base

Boston, MA

ATS 580-7472

(617) 345-7472

Chicago, IL

ATS 821-3378

(312) 655-3378

ATS 821-3380

(312) 655-3380

ATS 821-3384

(312) 655-3384

Jacksonville, FL

ATS 865-5415

(904) 766-5415

Lorton, VA

ATS 741-3646

(703) 690-3646

ATS 741-5728

(703) 690-5728

Crew Base

ATS

Bell

Los Angeles, CA

ATS 761-6961

(213) 683-6961

Miami, FL

ATS 864-1214

(305) 835-1214

New York, NY

ATS 521-7290

(212) 630-7290

Service Standards Manual No. 6

13-3

New Orleans, LA

ATS 868-1676

(504) 528-1676

ATS 868-1618

(504) 528-1618

Oakland, CA

ATS 764-5623

(510) 433-5623

Raleigh, NC

ATS 826-3346

(919) 838-3346

Seattle, WA

ATS 766-4157

(206) 382-4157

Washington, DC

ATS 777-2815

(202) 906-2815

L. Amtrak Claims Offices

Law Department/Claims

Director

ATS-777-3697

(202) 906-3697

Director, Occupational

ATS-777-3459

(202) 906-3459

Administrative Assistant

ATS-777-2440

(202) 906-2440

Law Department - 3E

60 Massachusetts Avenue, NE, Washington, DC 20002

Passenger Claims

Manager

ATS 777-2995

(202) 906-2995

FAX

ATS 777-3761

(800) 477-9861

Toll free number to be given to

passengers with injuries

(800) 424-7960

Law Department - 3E

60 Massachusetts Avenue, NE, Washington, DC 20002

Washington Terminal

Manager

ATS 777-3694

(202) 906-3694

R.E.A. Building

900 Second Street, NE, Washington, DC 20002

Albany, NY

Director

ATS 564-5715

(518) 462-5715

Claims Representative

ATS 564-5755

(518) 462-5755

525 East Street, Rensselaer, NY 12144

Baltimore, MD

Manager

ATS 729-4224

(410) 291-4224

Penn Station - Room 311

1500 N. Charles Street, Baltimore, MD 21201

Beech Grove, IN

Manager

ATS 825-0482

(317) 263-0482

202 Garstang Street, Beech Grove, IN 46107

Boston, MA

Claims Representative

ATS 580-7628

(617) 245-7628

253 Summer Street, Suite 201, Boston, MA 02210

Chicago, IL

Director

ATS 823-5248

(312) 880-5248

525 W. Van Buren Street, 2nd Floor, Chicago, IL 60607

13-4

Phone Numbers

Jacksonville, FL

Manager

ATS 861-6658

(904) 245-6658

8301 Cypress Plaza Drive, Suite 107A, Jacksonville, FL 32256

Los Angeles, CA

Manager

ATS 761-6885

(231) 891-6885

Los Angeles Union Station, Room 216

810 N. Alameda Street, Suite 216, Los Angeles, CA 90012

New Haven, CT

Manager

ATS 561-6030

(203) 773-6030

New Haven Station

50 Union Avenue, 4th Floor, New Haven, CT 06519

New Orleans, LA

Claims Representative

ATS 868-1600

(504) 528-1600

1001 Loyola Avenue, Room 200A, New Orleans, LA 70113

New York, NY

Senior Director

ATS 521-6190

(212) 630-6190

400 W 31st Street, 4th Floor, New York, NY 10001

Oakland, CA

Director

ATS 764-5659

(510) 238-5659

530 Water Street, 5th Floor, Oakland, CA 94607

Corporate Secretary

ATS 764-2631

(510) 238-2631

Jack London Station

245 Second Street, 2nd Floor, Oakland, CA 94607

Philadelphia, PA

Senior Director

ATS 728-1005

(215) 349-1005

30th Street Station - 3N

30th & Market Streets - Box 26, Philadelphia, PA 19104

Wilmington, DE

Manager, RCD1

ATS 734-2254

(302) 683-2254

Claims Representative, RSDU ATS 734-2044

(302) 683-2044

CNOC

15 Poplar Street, Wilmington, DE 19801

M. Amtrak Websites

Amtrak Internet Access Address:

http://.amtrak.com

Amtrak Intranet Access Address:

http://intranet.nrpc

Amtrak Customer Services:

http://customerservice.amtrak.com

Service Standards Manual No. 6

13-5

Alarm

Acela

Absence

Fire Detection

7, 6-23, 8-206

1-48 to 1-49

AC Control Cabinet

Tilting Fault

1-48

12-14 to 12-17

AED

Accessible

2-4

Accommodations

8-57

Alcohol

Bedroom

7-18 to 7-23, 7-29

8-60, 8-61, 8-69, 8-70, 8-71, 8-96, 8-97,

Accounting

8-101, 11-5, 11-8, 11-22, 12-24, 12-26

6-49, 8-155, 8-165

Car

And Drugs

11-7

8, 1-45, 1-97, 6-25, 6-40, 7-2, 8-118

Seat

Prevention

1-31, 8-37, 8-38, 8-67, 10-21, 11-9, 11-10

Sleeping Car

Signage

8-63, 8-64, 8-96, 8-101

10-37

Space

Americans with Disabilities Act (ADA)

8-63, 11-22

1, 6-7, 11-1 to 11-33

Accident

Delay Code

1-10, 1-75, 8-82, 8-135

7-59

Grade Crossing

Amfleet

1-38, 1-44, 1-45, 1-46, 1-77

1-48, 1-56, 1-70 to 1-73, 3-5, 10-31 to 10-32,

Investigation

12-3, 12-10

1-37, 2-24, 2-33 to 2-35

Reporting

Amtrak Cascades

2-23, 2-24, 8-135

3-13, 4-6, 4-18, 6-34, 6-52, 7-74, 8-173, 9-6,

Victim

10-13

2-12

Announcement

Acela

1, 1-29, 1-32, 1-33, 1-40, 1-43, 6-9, 6-18, 6-29

120 Volt Convenience (At-Seat) Outlets

Acela Door

12-17 to 12-18

12-09

Beverages

ADA

7-23 to 7-25

8-78, 11-18, 11-21

Blower System

All

1-48

10-1 to 10-19

Business Class Service Accounting

Attendant

8-165, 8-169, 8-170

6-72, 6-73, 6-84 to 6-86, 6-88, 10-18

Doors

Automated

12-7 to 12-10

10-6

Employee Deadheading

Canadian Customs Tag

7-16, 8-67

4-3

Employee in Cab

Complementary Service

7-16

9-5, 9-7, 9-9, 9-11

Equipment Substitution

Conductor

8-125, 10-8

6-18, 6-29, 6-36, 6-38, 6-39, 6-41, 7-11, 8-8,

Evacuation

8-12, 8-74, 8-125, 9-5, 10-1, 10-3 to 10-15

1-70, 1-71, 1-72

Door

Evac-Chair

6-38, 10-11

1-73 to 1-75

Emergency

Fares

1-46, 1-47, 1-50, 1-69, 1-91, 1-93, 2-1,

8-56

10-10, 10-11

Fire Detection Alarm

Fire

1-48

Folding Stairs

Food Service

1-62 to 1-68

6-47 to 6-49, 6-55, 6-57, 6-59, 7-24 to 7-28,

Lighting

7-34, 7-36, 10-15 to 10-17

12-3

NEC Cleaner

Members of Congress Frequent

6-93

Passenger Identification Card

Public Address (PA)

8-115, 8-116

12-4

Non-Amtrak Food

Quiet Car

7-29

Passenger Transfer between Trains

ARAMARK

1-50 to 1-68

2, 3

Restricted Trains

8-59

Arrow

Seat Position

2, 11, 12, 4-15, 7-47

6-40

Delay Reports

Senior Citizen Discount

7-52, 7-54, 7-55, 7-62, 7-65, 7-69, 7-70,

8-63

7-72, 7-73

Service Adjustments

Health

8-125

2-17, 2-18

Service Recovery

Rodent Infestation

9-4

3-8

USA Rail Passes

Ticket

8-49

8-17, 8-18, 8-24, 8-25, 8-27, 8-44, 8-49,

8-51, 8-52, 8-57, 8-59, 8-61, 8-63, 8-75,

Airline Tickets

8-80, 8-82, 8-135

8-23

Service Standards Manual No. 6

Ticket Signature Enforcement

Bicycle

8-18, 8-19

Folding

4-5

Assistant Conductor Responsibilities

Regular

6-16, 6-33, 6-42, 8-1, 8-5, 8-15

4-5 to 4-7, 4-18, 4-19

Attendant Call Button System

Biohazard

6-35

2-21, 2-22

Block Training

6-27

Baggage

Boarding

1-23, 1-85, 4-1 to 4-20, 6-77, 6-78, 6-85, 6-86,

1-28

7-9, 8-78, 8-80, 8-115, 11-9

Advisory

Airline Passengers

8-121

4-4

ADA Issues

Announcement

11-9, 11-20 to 11-23, 11-31, 11-32

1-91, 1-93, 10-7, 10-10

Diagram

Bicycles

6-75, 6-85, 6-86, 6-87

Folding

Groups

4-5

7-8

Regular

Loading Numbers

4-5 to 4-7, 4-18, 4-19

Car

Pass (Auto Train)

6-39, 7-46, 8-117

8-68

Carry-On

Passengers

1-52, 1-54, 1-98, 4-1 to 4-7, 6-40, 6-72,

8-11, 8-12

3, 6-15, 6-20, 6-36, 6-40, 6-74, 6-83, 6-85,

8-20

Checked

Plan

4-7 to 4-20, 6-39, 7-3

7-8

Claims

Pre-Boarding

1-39

11-3, 11-29

Delay Codes

Trains

7-57, 7-58, 7-67

11-20

Firearms

Trap Door

1-98, 4-4, 4-8 to 4-17

1-26

Golf Clubs

Unstaffed Station

4-19

8-21, 8-22

Handling

Wheelchair

4-1 to 4-20

1-18, 1-19 11-3, 11-9, 11-26

Identification Tags

4-2 to 4-3, 4-16, 4-19, 6-17, 6-20, 6-21,

Bomb Threat

6-34, 6-52, 6-71, 6-77, 6-81, 6-85

3, 1-83 to 1-84

Kayaks

Delay Code

4-19

7-60, 7-63

Lost

Breathing

6-39, 7-9

Difficulty

Military

1-87, 2-7, 2-8

4-4

Over

Parcel Check

2-15, 2-16

4-20

Rapid

Pass Rider

2-6

4-20

Rescue

Scouting Organizations

2-6, 2-7

4-19 to 4-20

Stopped

Ski Equipment

2-11

4-19

Snowboards & Surfboards

Bus

4-19

6-22, 6-26, 9-18, 9-19, 11-26

Transfer

Connections

1-23, 1-52, 1-54, 6-78

8-130

Wheelchairs, Scooters and Segway

Delay Code

4-6, 4-8, 4-17, 4-18, 11-8

7-59, 7-70

Firearms

Berth

4-13

1-28, 8-69 to 8-71

Services

Bed Making

8-27, 8-72

6-83, 6-88, 6-92, 7-42 to 7-45

Unaccompanied Minor

Drawings

7-9

12-22 to 12-26

Safety

Business Class

1-28, 6-81, 6-83, 6-88

7-12, 8-48, 8-54, 8-59, 8-66, 8-123, 8-125,

Stool

8-126, 8-133, 11-7

1-28, 6-81, 7-43

Accounting

8-169, 8-170

Beverage

Beverages

Alcoholic

7-24

7-18 to 7-23, 7-29, 8-165

Cart Service

Non-Alcoholic

7-24 to 7-25

7-23, 7-24, 7-29, 8-172, 8-183, 8-186,

Complimentary Service

8-187, 9-8, 9-13

8-165

Bi-Level

11-7, 12-7

Index

Fares

Complimentary

8-37, 8-54, 8-55, 8-73, 8-89

Beverage

Manifest

6-54, 6-81, 6-84, 6-87, 7-23, 7-24, 7-29,

6-51, 6-54

7-45, 8-164, 8-165, 9-19

Military

Business Class

8-59

8-169, 8-170

Rail Pass

Cash Register Procedures

8-48, 8-49

8-192, 8-193

Sign

Coupons

10-21

8-173

Ticket

Meal

8-37, 8-41, 8-49, 8-99

2, 8-72, 8-183, 8-184, 8-186, 8-188, 9-3 to

Type of Service

9-16, 9-19

8-66, 8-67, 8-68

On-Board Guides

Business Travel (BT)

7-30, 8-185, 8-186

2, 6-91, 7-30, 8-133, 8-183, 8-184, 8-185,

Service

8-187

6-44, 6-51, 6-52, 6-84, 6-86, 7-24, 8-164,

8-170, 8-171, 8-186, 8-202

Accounting

8-121, 8-165 to 8-168

Canada

Recovery

Checked Baggage

1-43, 6-29, 6-72, 6-82, 8-172, 9-1, 9-3

4-3 to 4-4, 4-8, 4-16

to 9-19, 10-13 to 10-15

Fares

Red Star Program

8-51, 8-53, 8-57, 8-59, 8-60, 8-68, 8-92

8-173, 8-174

Major Station Stops

Comprehensive Sanitation Plan

10-2

3-1, 3-8

Tickets

8-51, 8-52, 8-57

Conductor Responsibilities

USA Rail Pass

6-28 to 6-42

8-48, 8-49

Cooking Temperatures

Canadian

3-12

Border

Credit Card (See Payment Card)

6-28, 8-51, 8-52, 8-68, 8-92

Currency

4-16, 6-22, 6-43, 6-51, 6-56, 6-58, 8-15, 8-18,

7-1, 8-104, 8-105, 8-140, 8-194

8-20, 8-44, 8-85, 8-88, 8-89, 8-90, 8-93, 8-98,

8-105, 8-108, 8-109, 8-111, 8-137, 8-139,

Customs Tag

8-140, 8-142, 8-165, 8-174, 8-186, 8-194,

4-3, 4-4, 6-34, 6-52, 10-14, 10-15

8-197, 8-199, 8-200, 8-201, 8-204

Identification

Announcement

8-9, 8-10

10-4, 10-5, 10-17

Maple Leaf

Device

8-60, 8-68, 8-92, 8-93

12, 6-43, 6-50, 6-51, 6-56, 6-57, 6-58, 6-59,

Capitol Corridor

8-106, 8-107, 8-195, 8-200

3-13, 4-6, 4-19, 7-23, 7-27, 7-74, 8-26, 8-86,

Transactions

8-172, 8-173, 9-8

6-43, 6-51, 6-56, 6-58, 8-106, 8-107, 8-195,

8-196, 8-200

Cardboard Trash Containers

Un-acceptable

3-5 to 3-6

8-107

Casket

Crew

7-46

Base Phone Numbers

Charge Back

13-1 to 13-3

8-18

Luggage Identification Tags

6-20 to 6-21

Check

Management Phone Numbers

8-196, 8-197, 8-204

13-3 to 13-4

CNOC (Consolidated National

Customer Service Tips

Operations Center)

6-1 to 6-15

Mechanical Desk Phone Number

13-1

Phone Number

Deadhead

13-1

COTS

Commissions

8-85, 8-98, 8-107, 8-108

6-22

Employee

4, 1-38, 5-14, 6-27, 6-91, 7-16, 7-25, 8-43,

Communication System

8-67, 8-185, 8-187

10-3, 12-4

Equipment

Commuter

4, 7-70, 7-71, 8-118

8, 1-84, 6-33

Debit

Delay

8-91, 8-149, 8-170, 8-171, 8-183, 8-186

7-56, 7-59, 7-60

Card

Equipment

5, 8-105, 8-107, 8-194, 8-197

1-76

Notice

Ticket

8-203 to 8-206

8-27, 8-28 to 8-41, 8-82, 8-84, 8-135

Timetable

Deceased

6-33

7-7, 8-115

Service Standards Manual No. 6

Defective

En Route

AED

11-27

2-4

Evacuation

Car

1-69 to 1-77

7-58, 7-59

End Doors

Door

1-70 to 1-72

6-38, 12-10

Tunnels

Engine

1-75 to 1-77

7-60

Wheelchair

Outlet

1-73 to 1-75

12-1, 12-17 to 12-18

Windows

1-72 to 1-73

6-38

Fire

Refrigerators/Freezers

1-48 to 1-49

3-2

Food Provisioning

Road Crossing Protection

3-3

7-59

General Instructions

Toilet

1-39, 1-41

3-5

Grade Crossing

1-44 to 1-46

Delay

HEP Failure

Code

1-42 to 1-44

7-51 to 7-75

Meals

Report Form

9-13 to 9-16

7-51, 7-52, 7-68, 7-70, 7-71

Passenger Transfer

Derailment

1-50 to l-62

1-1, 1-38, 1-41, 1-75, 1-77, 4-12, 6-18

Passenger Transfer Bridge G2

Announcements

1-52 to l-62

10-9

Preparedness

Delay Codes

1-37 to 1-80

7-60

Training

1-37 to 1-38

Disability

Service Disruption

8-68, 11-1 to 11-33

1-46 to 1-47

Companion

Signage

8-54, 8-56

1-33

Discount Fare

Trespasser Strike

8-54, 8-57

1-44 to 1-46

Identification

8-56

Evacuation

Meals

1-39 to 1-77

6-88

Announcements

Service Recovery

10-10 to 10-11, 10-12

9-19

Emergency

1-69 to 1-71

Discrepancies

EVAC-CHAIR

6-45, 6-46, 6-54, 6-59, 6-67, 6-72, 8-158,

1-73 to 1-75

8-159, 8-160

Non-Emergency

Dishwashing Machine

1-50 to 1-68

3-4 to 3-5

Displaced Passengers

3-8, 7-7, 8-120, 9-16

Family Bedroom

Douwe Egberts 300 Coffee Maker

12-23

12-21, 12-22

Fare

Accommodation Charges

8-54, 8-67, 8-68, 8-69, 8-72, 8-95, 8-96,

8-99, 8-100 to 8-103, 8-115, 8-120, 8-127,

Earphone

8-131

6-22, 10-12

Acela Express

Earpiece

8-56, 8-67

10, 6-29, 7-47

Adjustment

7-6, 7-7, 8-120 to 8-126

Electrical

Advance Pay

Acela

8-19 to 8-22

12-17 to 12-18

Block

Distribution System Overview

8-45, 8-112

12-1

Business Class

Doors

8-68, 8-99

12-6 to 12-13

Canada

Locker

8-92

6-27, 12-1, 12-2, 12-3, 12-10

Children

Volt Outlets

8-12, 8-13, 8-54, 8-55, 8-57, 8-66, 8-75,

6, 12-17 to 12-18

8-77, 8-120

Emergency

Codes

Announcement

8-53, 8-89

1-91, 1-93, 10-10, 10-18

Commuter

Derailment

8-23 to 8-36

1-41 to 1-42

Companion

Door Operation

8-58, 8-60

12-6 to 12-13

Condition of Carriage

Equipment

6-40, 7-2

1-32

Index

COTS

2-26, 2-29, 2-31, 6-35

8-13, 8-16, 8-17, 8-37, 8-46, 8-54, 8-80,

Aid Kit

8-85 to 8-104, 8-107 to 8-114, 8-130,

2-3, 6-35

8-137, 8-139, 8-140, 8-142

Class

Discount

Accommodation

8-54 to 8-66

8-55, 8-67, 8-125

Dispute

Beverages

8-115

7-23 to 7-25

Evasion

Service

8-29, 8-35

8-66, 8-67, 8-72, 8-73, 8-99, 8-122,

Groups

8-123, 8-125

7-8, 8-115

Signage

Military Furlough

10-25

8-54, 8-57, 8-59

Food

Mobility Impaired

Borne Illnesses

8-60, 8-68, 8-96

2-2

Multi-Ride

Contamination

8-39 to 8-41, 8-57

Musical Instruments

3-1, 3-11

Handling

8-117

On-Board Fare

3-1

Preparation

8, 8-16, 8-17, 8-20, 8-41, 8-73, 8-95, 8-130

Pass

3-1, 3-2, 3-9, 3-11, 5-12

Service

4-12, 8-100, 8-102

Announcement

Passengers with Disabilities

10-15 to 10-17

8-60, 11-32

Beverage

Private Car Passenger

8-43, 8-117, 8-118

7-18 to 7-25

Crew Members Eating

Railroad Request for Employee

7-25 to 7-26

Transportation

Dining Car Procedures

8-45 to 8-46, 8-107

7-26

Refund

Hours

7-6, 7-7, 7-10, 8-115, 8-123 to 8-125

7-26 to 7-28

Rules

Ice

8-40, 8-110, 8-127

7-28

Senior Citizen

In Room Meal Service

8-62, 8-63

7-28 to 7-29

Stopovers

Non-Amtrak Food and Beverage

8-58, 8-127, 8-128

7-29

Structure

Simplified Dining

8-53

7-33 to 7-34

Transfer

Staggered Seating

8-131

7-34 to 7-42

Unaccompanied Minor

7-12, 7-13, 8-55, 8-64, 8-65

Forms

Uncollected Fare Report

Accident Investigation Report

8-131, 8-132

(NRPC 405)

USA Rail Pass

2-24, 2-33 to 2-35

8-48 to 8-50

Baggage Identification Tag (NRPC 347)

Waivers

2-33 to 2-35

8-130, 8-131

Bank Bag Claim Check (NRPC 951)

Yield Management

8-150

8-53

Bomb Threat Call Check List

(NRPC 1373)

FDA

1-83, 1-84

5, 3-1 to 3-15

Critical Violation

Business Class Service Accounting

(NRPC 3236)

3-11

Inspection

8-165, 8-169, 8-170, 8-202

Café/Lounge, Food & Beverage Sales

3-9, 3-10

Reports (NRPC 695)

Federal

8-151, 8-152

Railroad Administration

Canadian Customs Tag (NRPC 3088)

6, 1-37, 1-45, 2-3, 2-23

4-3 to 4-4

Regulations

Cart Service, Food & Beverage Sales

3, 1-44, 1-45, 1-78

Reports (NRPC 3256)

8-151, 8-153, 8-157

Fire

1-48, 1-75, 12-2

Chef/LSA Enroute Condemnation

Alarm

Report (NRPC 3143)

1-48

8-174 to 8-178

Change In On Train Inventory

Extinguisher

1-21, 1-41, 1-49, 6-35

(NRPC 125)

Suppression System

8-160 to 8-164

1-49

Coach Tickets Envelope (Long Haul)

(NRPC 218)

Firearms

8-83, 8-84

1-97, 1-98, 4-4, 4-8 to 4-17, 6-25, 6-42, 7-3,

Coach Tickets Envelope (Short Haul)

7-67

(NRPC 183)

Long Gun Case

8-84

4-8 to 4-15, 6-39, 6-42, 7-46, 8-135

Complimentary Service Accounting

First

(NRPC 3157)

Aid

8-165 to 8-167, 8-171, 8-172, 8-186, 8-192

1-10, 1-44, 2-1, 2-2 to 2-6, 2-17, 2-20,

Service Standards Manual No. 6

Conductor Carry Authorization

Pass Abuse Incident Report

(NRPC 2983)

(NRPC 1502)

8-25, 8-28, 8-47, 8-48

7-5, 8-67, 8-135

Conductor/Asst. Conductor Sales Report

Passenger Incident Report (NRPC 3200)

(NRPC 193)

7-3, 7-4, 7-5, 8-113, 11-14

7-1, 8-86, 8-87, 8-91, 8-97, 8-108, 8-111

Passenger Receipt Book (NRPC 3076)

to 8-113, 8-120, 8-137 to 8-142, 8-144,

6-56, 6-58, 8-190

8-145

Personnel Action Request (NRPC 2000)

Conductor’s/Asst. Conductor’s On-Board

8-150, 8-206

Ticket Stock (COTS)

POS Trains, Food & Beverage Sales

4, 8-37, 8-85 to 8-103, 8-144, 8-145

Reports (NRPC 3276)

Credit Notice - Food and Beverage

9. 6-52, 8-151, 8-153, 8-167, 8-170 to

Service (NRPC 127C)

8-174, 8-193, 8-196, 8-201

8-203

Private Car Passenger Record

Debit Notice Protest (NRPC 2740)

(NRPC 3160)

8-203, 8-205

8-43, 8-117 to 8-119, 8-135

Diner/Lounge Combination, Food &

Record of Defect and Repair - MAP

Beverage Sales Reports (NRPC 3255)

21A (NRPC 2775)

8-151, 8-152, 8-181

7, 1-27

Dining Car Abstract Sheet

Record of Tickets Honored But Not

8-155, 8-180 to 8-183

Lifted (NRPC 157)

Dining Car Report (NRPC 131)

8-31, 8-33, 8-35, 8-81, 8-82, 8-113, 8-128,

8-151, 8-152, 8-183, 8-196, 8-201

8-135

Employee Injury/Illness Report

Self-Certification of Mobility Impairment

(NRPC 260)

(NRPC 3055)

2-24, 2-28 to 2-31, 3-11

8-60 to 8-62, 11-22 to 11-23

Enroute Monitoring Report

Service Adjustment (NRPT 27)

(NRPC 2908)

7-6, 7-7, 8-120 to 8-126, 8-188, 9-17

3-15

Special Assistance Seat Check

Equipment Condition Report - MAP

(NRPC 3242)

100 (NRPC 2947)

6-29, 6-75, 7-10, 8-76, 8-78, 8-79, 9-19,

12-15

11-4, 11-10, 11-11

Express Waybill (NRPC 147)

Temporary Train Authorization Permit

8-115

(NRPC 2889)

First Class/Club Car, Food & Beverage

7-14, 7-17, 8-43, 8-67

Sales Reports (NRPC 3275)

Train Earning Reports Envelope

8-151, 8-153, 8-170, 8-171

(NRPC 158)

First Class Tickets Envelope

4-10, 6-42, 7-1, 7-6, 8-6 to 8-9, 8-16, 8-21,

(Long Haul) (NRPC 219)

8-23, 8-39, 8-42, 8-47, 8-50, 8-55, 8-61,

8-83, 8-84

8-67, 8-81 to 8-84, 8-118, 8-122, 8-124,

First Class Tickets Envelope

8-127, 8-132 to 8-137

(Short Haul) (NRPC 181)

Train Fare Penalty Waiver (NRPC 2429)

8-84, 8-85

8-130, 8-131

Food and Beverage Service Remittance

Transfer Out Form (896)

Receipt (NRPC 124)

6-43, 6-45, 6-50, 6-51, 6-54, 6-57, 6-58,

8-200, 8-201

6-60, 6-61, 6-64, 8-151, 8-154 to 8-168,

Food & Beverage Shortage Notice -

8-170, 8-174, 8-196 to 8-199, 8-202, 9-5

Debit (NRPC 127D)

to 9-8, 9-12, 9-13

8-203 to 8-205

Trip Report (NRPC 2039)

Food Service Out Of Order Label

6-36 to 6-37

(NRPC 2926)

Unaccompanied Minor Notification and

6-44, 6-52, 6-61, 6-65, 7-31

Release (NRPC 770)

Initial Job Briefing Check List

7-12, 8-64 to 8-66

(NRPC 3243)

Unaccompanied Minor Wristband

6-29 to 6-30

(NRPC 3150)

Initial Job Briefing Check List for Yard

7-13, 8-64 to 8-65

Crews (NRPC 3272)

Uncollected Fare Report (NRPC 3008)

6-30 to 6-32

8-6, 8-81, 8-131, 8-132

LSA Temperature Monitoring Report

Unusual Occurrence Report

(NRPC 3220)

(NRPC 2673)

3-13 to 3-14

1-77

Medical Information and Consent

(NRPC 488)

FRA

2-32 to 2-33

6, 1-37, 1-41, 1-45, 2-3, 2-29, 7-16

Non-Employee Injury/Illness Report”

Freezer

(NRPC 3116)

Malfunctions

1-41, 2-18, 2-24, 2-25 to 2-27

3-2, 3-3

Non-Meal Check First Class Revenue

Personal Food

Item Accounting (NRPC 3269)

3-12

8-165, 8-167 to 8-169

OBS Unscheduled Time/Train

Authorization (NRPC 3075)

6-36

Group

On-Board Communication

7-8

(NRPC 333AB)

Check Acceptance

7-50

7-2, 8-196, 8-197, 8-200, 8-202

On-Board Passenger Record

Food Service

(NRPC 3085)

6-43, 6-45, 6-47, 6-48, 6-54, 8-160

8-41 to 8-44, 8-55, 8-82, 8-118, 8-135

Reservation

Operation Heartsaver, Employee

8-12

Responder Report (NRPC 3245)

Seating

2-24, 2-35 to 2-37

6-74, 7-8

Index

Signage

Passenger

6-71, 10-22, 10-23

1-29, 1-41, 1-42

Tickets

Personal

8-15, 8-42, 8-56, 8-115

1-5, 1-21, 1-39

Prevention

1-50

Reporting

Harassment

2-18, 2-23 to 2-37

2-23, 2-24

Intercom

Hazardous

7, 6-38, 10-3, 12-4

Food

Internet

3-2, 3-12, 7-30

8-19, 8-44, 8-104, 13-5

Waste

2-22, 2-23

Intranet

2-35, 8-104, 12-2, 13-5

High-Level

Equipment

Intoxicated

11-26

7-18, 8-108

Platforms

Inventory

1-71

1-47, 4-10, 6-44, 6-45, 6-49, 6-50, 6-54, 6-57,

Host Railroad and Amtrak Joint Security

6-59, 6-60, 6-62, 6-64 to 6-67, 6-69, 7-31, 8-1,

Procedures

8-100, 8-102, 8-103, 8-104, 8-128, 8-149, 8-154

6, 1-89 to 1-93

to 8-162, 8-164, 8-165, 8-178, 8-181, 8-189,

Hours of Service

8-194, 8-198, 8-199, 8-202, 8-203, 9-13

7-26 to 7-28

Invoice

Hoyer Lift

8-85, 8-111

4-8, 4-18

Human Resources Department

Job Briefing

HVAC

1-5, 1-28, 1-39, 1-50, 1-91, 6-1, 6-28, 6-29

to 6-31, 6-41, 6-48, 6-68, 7-48, 7-53, 7-68,

7, 1-48, 6-35, 6-86, 12-2

8-7, 8-9, 8-76

Hygiene

2-21, 3-11, 3-12, 6-40, 7-2, 12-14

L.A.S.T.

9-2

Identification

Late

7, 7-1, 7-9, 7-18, 8-8, 8-15, 8-21, 8-48, 8-50,

8-56, 8-79, 8-80, 8-110

Arrival

6-49, 7-26, 7-53, 8-131

Amtrak Police

7-15

Boarding

6-74, 6-85

Acceptable Forms

Crew

7-9, 8-9 to 8-12, 8-47, 8-56, 8-59

7-60

Announcements

Delay Codes

1-91, 10-4 to 10-5, 10-10

7-60, 7-68

Crew Luggage Identification Tags

Departure

6-20 to 6-21

Medical

7-54, 9-2

Remittance

2-1, 2-15

Members of Congress

8-144

Train

8-115 to 8-116

6-93, 8-47, 8-130, 8-131, 8-162, 8-165,

Military

8-167, 8-168, 9-7, 9-8, 9-10, 9-11, 9-13,

7-9, 8-10

9-15, 9-16, 9-18

Photo

1-92, 5-13, 6-17, 6-28, 8-8, 8-9 to 8-12,

Law Department

8-43, 8-80, 8-85

13-4

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 18