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

Discounted Children Fares

• A child with a disability, ages 2-15, is eligible

for half fare, which is one half the discount fare

for an adult with a disability.

• Up to two children may travel at “half-fare”

with each member of the same party paying an

adult fare.

• For manual calculation, apply a 15% discount

to the applicable adult fare.

• The child’s fare is approximately half the adult

with disabilities fare - this is a 58% discount.

Fares Where Discounts do NOT Apply

•

Auto Train (Exception: Refer to the section

titled “Mobility Impaired and Companion” in

this chapter).

•

Through fares on trains operated jointly by

Amtrak and VIA Rail Canada.

•

Fares already discounted by passenger type,

such as Military Furlough or Travel Agent’s

Familiarization fares.

•

Multi-ride fares.

•

Fares issued by Fares Order, unless specifically

authorized.

•

Government special fares (e.g., ‘FOGM’).

•

USA Rail Pass.

•

Non-Amtrak fares or interline fares.

•

Privately-owned railroad car and special train

charges.

•

Pass rider reduced rates, except Amtrak Red,

White and Blue pass rider fares.

•

Accommodation charges. (Exception: Refer to

the section titled “Mobility Impaired and

Companion” in this chapter.)

•

Other carriers’ service.

Endorsements

• Manually issued tickets will be endorsed

“Disability Discount” and “Evidence of

Disability Required on Train.”

• Arrow generated tickets will carry the proper

endorsements.

h) Good for Travel in Most Accommodations

• Disability discount fare tickets are good for

travel in all accommodations offered by

Amtrak except the accessible accommodations

saved for passengers with mobility impairments.

• Advance reservations may be made at any time.

Service Standards Manual No. 6

8-57

• Appropriate full accommodation charges must

be collected.

i) Stopovers

Stopovers are permitted only where the fare plan

permits.

j) Companions

• All disabled passengers, not just those with

mobility impairments, will be able to bring one

traveling companion at 15% off the best available

rail fare. This will encourage companion travel,

which ensures that the disabled passenger

receives continuous care.

• This companion discount cannot be combined

with other discounts such as AAA, Student

Advantage, Senior Citizen, etc.

• The companion must receive whichever discount

is most advantageous.

Military Furlough

Eligibility

•

Military furlough discount tickets will be sold

to personnel, and dependents of such personnel,

on active duty and traveling at their own

expense of the:

• U. S. Army.

• Navy.

• Air Force.

• Marine Corps.

• Coast Guard.

• Commissioned officers in the U. S. Public

Health Service, the National Oceanic and

Atmospheric Administration or the U.S.

Merchant Marine.

•

Military furlough discount tickets may also be

sold to former active duty U. S. armed forces

personnel within the seven-day period following

the date of their discharge from the service.

•

Reserve personnel qualify only when ordered

to active duty.

•

ROTC (Reserve Officer Training Candidates)

personnel do not qualify for military furlough

fares.

b) Must Present ID Card

To establish eligibility for this discount, a passenger

must possess the following type of documentation

8-58

Train Service Accounting Procedures

in their name and present it to the Conductor or

Assistant Conductor, upon request:

• Active duty United States Uniformed Services

identification card.

• Active duty orders for reserve personnel, along

with a valid identification card.

• Military dependents must present Department

of Defense ID (DD Form 1173).

Fares

• Military furlough fare discount for military

personnel, spouse or dependents age 16-21, is

approximately 10% off the lowest available fare

booked by the passenger.

• This includes regular and discounted one-way

fares, round-trip excursion fares, etc.

• Military dependents, age 2-15, will be charged

one-half this amount when accompanied by

parent or by an adult age 18 or over.

• Use the Discount Tables for On-Board Sales to

determine the 10% discount.

d) Restricted Trains

Military furlough discounts are not good on the

following services:

• Acela Express.

• Auto Train.

• Segments of through Amtrak/VIA Rail

Canada routes operated by VIA Rail.

Endorsement

• Manually issued tickets will be endorsed

“MILITARY.”

• Arrow-generated tickets will carry the proper

endorsement.

On-Board Sale of Sleeping, First Class Seat or

Business Class Accommodations

• Conductors may sell Sleeping Car, Business

Class and First Class seat accommodations to

holders of military furlough tickets.

• The military discount is valid in most accom-

modations offered by Amtrak when paying the

full accommodation charge, provided the travel

meets all other restrictions.

Stopovers

Stopovers are only permitted if the fare plan used

allows them.

Service Standards Manual No. 6

8-59

Mobility Impaired and Companion

These policies apply on all Amtrak trains, including

Acela Express and Auto Train. VIA Rail Canada

policies continue to apply on the Canadian portion

of the Maple Leaf.

Rail Fare Discount

Adult passengers with mobility impairments are

entitled to a 15% rail fare discount, and children

aged 2-15 with mobility impairments are entitled

to one-half of that rate. This is the same discount

allowed for all passengers with disabilities. (Refer

to “Amtrak Passenger Types” in the front of your

Discount Tables for On-Board Sales booklet.)

b) Adult Companion

• A 15% rail fare discount is available for one

adult companion of an adult or child mobility-

impaired passenger.

• Refer to “Amtrak Passenger Types” in your

Discount Tables for On-Board Sales book,

code ‘WC’ for companion of mobility-impaired

passenger.

• This discount is available to any adult

companion of a mobility-impaired passenger,

regardless of class of service being used by

that passenger.

• The companion may travel in the same space

as the mobility-impaired passenger; that is,

both may occupy an Accessible Bedroom or

both may sit in ‘XY’ (or other level of ‘X’)

Accessible Coach seats.

Self-Certification

• In order to receive the special Accessible

Bedroom discounts, described above, a mobility-

impaired passenger traveling in an Accessible

Bedroom may be required to self-certify that

they require one or more of the access features

of that accommodation by completing the

two-part form “Self-Certification of Mobility

Impairment” (NRPC 3055). (Refer to

Figure 8-44)

• The Conductor and Assistant Conductor(s) on

trains equipped with Sleeping Cars must have

a supply of “Self-Certification of Mobility

Impairment” (NRPC 3055) forms with them

while on-duty.

8-60

Train Service Accounting Procedures

•

The “Self-Certification of Mobility Impairment”

(NRPC 3055) is not required for passengers

with mobility impairments in ‘W’ or ‘X’ accessible

Coach accommodations or passengers without

mobility impairments who pay non-discounted

prices for Accessible Bedrooms (Superliners)

or Bedrooms (Viewliners).

•

Passengers who have received this discount at

a ticket office must give the white copy of the

“Self-Certification of Mobility Impairment”

(NRPC 3055), and their ticket, to the

Conductor or Assistant Conductor when

requested or when the tickets are lifted.

•

For passengers who board without the

“Self-Certification of Mobility Impairment”

(NRPC 3055) a member of the train crew must

provide one to be completed by the passenger,

and sell the fare and accommodation at the

appropriate discount.

•

The yellow copy of the “Self-Certification of

Mobility Impairment” (NRPC 3055) is given to

the passenger.

•

Assistant Conductors must give the white copy

of the “Self-Certification of Mobility Impairment”

(NRPC 3055) to the Conductor to put in the

“Train Earnings Reports Envelope” (NRPC 158)

with sorted non-Arrow tickets.

•

The passenger is not required to indicate the

nature of the mobility impairment, only that

they require access to the features of that

accommodation due to having mobility

impairment.

Service Standards Manual No. 6

8-61

Figure 8-44 - “Self-Certification of Mobility Impairment” (NRPC 3055)

Senior Citizen

Eligibility

• Persons who are 62 years of age or older are

eligible for the Senior Citizen discount.

• Senior Citizen must present proof of age to the

Conductor or Assistant Conductor at time of

ticket collection.

• Proof of age may be in the form of a driver’s

license, passport, birth certificate, resident alien

card or any other official document issued by

local, state or federal government that bears

the passenger’s birth date.

• A Medicare Card issued by the Social Security

Administration, may also be used as “proof of

age.” This is the only form acceptable which

does not bear the passenger’s birth date.

b) Fares

• The Senior Citizen Discount is approximately

15% off published one-way fares.

• All rules applying to the fare against which the

discount is taken must be observed.

8-62

Train Service Accounting Procedures

• To determine the Senior Discount, apply the

fare to be discounted to the 15% discount

table in the Discount Tables for On-Board

Sales book.

Validity Period

Senior citizen discount tickets are subject to the

same blackouts, fees, restrictions and validity

limits as the fare plan used.

d) On-Board Ticket Purchase

• Senior Citizen discount on-board tickets may

only be issued against fares that are valid for

on-board sale.

• Enter “SENIOR CITIZEN” and the fare plan

the discount is applied to (e.g., Senior citizen

YOFC or Senior Citizen YOTC), in the

endorsement box on the COTS.

Endorsements

• Manually issued tickets will be endorsed “SR.

CITIZEN.”

• Arrow-generated tickets will carry the proper

endorsement.

Auto Train

Senior Citizen discounts are not good for travel

on Auto Train.

Acela Express

• Senior Citizen discounts are only good for

travel on Acela Express on Saturday, Sunday

and certain weekday holidays.

• If a passenger presents a senior discount ticket

on-board Acela Express during a blacked-out

period, issue a full fare COTS (the Acela fare

without the senior discount) and advise the

passenger to apply for possible adjustment or

refund at a ticket office or through Customer

Service.

h) Types of Accommodations

• The Senior Citizen discount is valid for most

accommodations offered by Amtrak when

paying the full accommodation charge, provided

the travel meets all other restrictions.

• The Senior Citizen discount is not valid for

travel in accessible space for the mobility

impaired except within the limited parameters

allowed for accessible Sleeping Cars (reservations

made within 14 days of travel when all other

Bedroom accommodations are sold out).

Service Standards Manual No. 6

8-63

• Advance reservations for all but accessible

Sleeping Cars may be made at any time.

Unaccompanied Minor (8-14 years of age)

Unaccompanied travel is not permitted under any

circumstances for children under eight years of age. The

information contained in this section (“Unaccompanied

Minor”) pertains to the Conductor. The entire

Unaccompanied Minor policy can be found in

Chapter 7 “Policies and Procedures.”

An unaccompanied minor is a child passenger 8

through 14 years old who is not accompanied by

a passenger who is at least 15 years old.

b) Departure must not be earlier than 6AM and

scheduled arrival time may not be later than

9PM.

No transfers are permitted.

d) Both origin and destination stations must be

staffed by an Amtrak employee at the time of

boarding and detraining.

An “Unaccompanied Minor Wristband” (NRPC

3150) that contains the Amtrak toll free number

and the reservation number of the minor is to

be fastened around their wrist in addition to the

completed “Unaccompanied Minor Notification

and Release” (NRPC 770). (Refer to Figures 8-45

and 8-46)

Only the adult meeting the child at the destination

station can remove the “Unaccompanied Minor

Wristband” (NRPC 3150)

If more than one minor is traveling, each minor

must have their own “Unaccompanied Minor

Wristband” (NRPC 3150) and “Unaccompanied

Minor Notification and Release” (NRPC 770). A

new form (including an interview) is required for

return trips.

h) The station agent must accompany the minor to

the train.

The adult bringing the minor to the origin station

is expected to accompany the minor to trainside

and remain until the train has departed.

The adult meeting the minor is allowed on the

platform. This is an authorized exception to the

current visitor restriction on platforms.

8-64

Train Service Accounting Procedures

k) The adult meeting the minor must show

identification to the station employee before

being allowed to depart with the minor.

l) The Conductor must:

• note the minor’s location on the train.

• make sure that the minor is located in sufficient

time to prepare for detraining.

• make sure that the minor departs at the correct

destination.

• periodically check on the minor or, if necessary,

have a Train Attendant periodically check on

the minor.

m) If a minor is on-board between the ages of 8-14,

but does not have a “Unaccompanied Minor

Notification and Release” (NRPC 770) form

(unusual conditions), the following procedures

apply:

•

Notify the next staffed station en route

regarding the minor’s destination.

•

If the destination is an unstaffed station,

and the adult is not there to meet the minor,

continue to the next staffed station.

•

Upon arrival at the destination (ticketed or

otherwise), release the minor to a responsible

party or Station Services Agent.

•

File a report with the Station Supervisor or

Agent that includes:

• the name of the minor.

• the fact that the minor under the acceptable

age was traveling unaccompanied without a

release form.

• the minor’s destination.

• to whom the minor was released upon

arriving at the destination (Station Services,

a relative/friend of the minor, etc.).

• verification of the identity of minor’s

relative or friend by examination of a valid

photo I.D., noting same on the report.

Figure 8-45 - “Unaccompanied Minor Wristband” (NRPC 3150)

Service Standards Manual No. 6

8-65

Figure 8-46 - “Unaccompanied Minor Notification and Release” (NRPC 770)

J. Service Classes

A minimum of one rail passage ticket per accommo-

dation is required for all types of accommodations.

In addition to the basic rail fares, there are various

one-way charges for the actual occupied accommo-

dations (Sleeping Car accommodations, First Class

and Business Class seating). Accommodation charges

are shown along with the rail fares in Amtrak tariffs

and must be added to regular rail fares, that are valid

for travel in these accommodations. In First Class

and Business Class seating, each passenger two

and over must pay one applicable accommodation

charge. If one or two children under two years of age

exclusively occupy one First Class or Business Class

seat, one accommodation charge must be paid. No

reduction is granted to children on Sleeping Car

charges, First Class or Business Class seat charges.

8-66

Train Service Accounting Procedures

Acela Express

High speed premium service between Boston,

New York and Washington.

b) Fares are higher than Northeast Regional trains

and are not through-priced with other services.

Two classes of service:

• Business Class.

• First Class.

d) Wheelchair accessible seating and restrooms.

First Class accommodation charge is in addition

to the rail fare.

The use of the flash-pass procedure is prohibited

on Acela Express.

All individuals must have a ticket to ride Acela

Express except for persons who are performing

services and/or inspections directly related with

Amtrak operations in the following capacity:

• Amtrak police officer in uniform or plain

clothes.

• Amtrak employee deadheading (compensated

time) in conjunction with a job assignment.

• Amtrak employee using a “Head End/Train

Authorization Permit”.

• Amtrak employee using a “Train Inspection

Permit”.

• Amtrak employee using a “Temporary Train

Authorization Permit” (NRPC 2889).

• Individual working for a Municipal, State or

Federal Regulatory Agency.

• New Jersey State Police, New Jersey Transit

Police and New York City Police department

officers while on duty and in uniform may

ride but only in the body of the train, unless

otherwise authorized or approved.

h) All employees must refrain from congregating or

sitting in the Café Car, which is intended for the

use of revenue passengers only.

The Conductor has the authority to instruct

individuals, who are in violation of this policy, to

leave the train at the next scheduled station stop.

The Conductor is also required to complete a

“Pass Abuse Incident Report” (NRPC 1502) and

include the yellow copy in the “Train Earnings

Reports Envelope” (NRPC 158).

Service Standards Manual No. 6

8-67

Auto Train

a) Superliner Sleeping Car and Coach service

between Lorton, VA and Sanford, FL.

b) Tickets are exchanged for Boarding Passes at

each terminal; no on-board ticket lift.

c) Passengers are not booked without a vehicle.

Business Class

a) Reserved coach seat on some short and

medium distance trains.

b) Seats offer more leg-room and are separate

from the Coach section of the train.

c) Business Class on Acela Express would be

considered Coach on other trains.

d) On-board amenities vary by route.

e) Business Class amenities (newspaper, beverage)

are not available on the VIA Rail Canada portion

(Toronto to the U.S./Canadian border) of the

Maple Leaf.

f) Business Class accommodation charge is in

addition to the rail fare.

Coach

Each Coach seat reservation entitles passengers

to occupy only one seat per person.

b) An additional seat may be reserved for a Service

Assistance Animal accompanying a blind, deaf or

mobility-impaired person at no charge.

A passenger who requires two seats due to a

disability, including obesity caused by a disability,

a leg in a cast, a hip operation, may book two

seats and pay only one fare.

d) A passenger who requires two seats due to size

alone, not caused by a disability, may book two

seats but must pay the lowest applicable fare for

both seats.

A passenger cannot book two seats simply

because they do not want anyone sitting next to

them. If the train is full, it is very hard to explain

to standing passengers why that empty seat cannot

be used.

A passenger cannot book a Coach seat and a

Sleeping Car accommodation, just so they can

move back and forth between the two spaces.

8-68

Train Service Accounting Procedures

International (VIA Rail Canada)

a) VIA Rail Canada is Canada’s national passenger

rail service.

b) Passengers and train crew members crossing the

border must have one secure Western Hemisphere

Travel Initiative-compliant document.

c) Admission into either country is solely at the

discretion of border authorities, and possession of

required documentation in no way guarantees entry.

d) Passengers can connect to other VIA Rail Canada

services at Montreal, Toronto or Vancouver.

Sleeping Car

a) When several passengers share a Sleeping Car

accommodation, they pay only one accommodation

charge.

EXAMPLE:

Two adults in a Roomette pay two rail fares and

one accommodation charge.

b) Passengers in Sleeping Cars (regardless of age)

must pay the charge for the accommodations used.

c) A passenger cannot book a Sleeping Car

accommodation and a Coach seat, just so they

can move back and forth between the two spaces.

Sleeping Car - Berth Service

For berth service in Sleeping Car rooms, the allowable

number of passengers permitted in the rooms will be

as follows:

a) Chart 1 - For rooms containing 2 Regular Berths.

(Superliner Roomette, Viewliner Roomette,

Superliner Accessible Bedroom and Business

Travel Roomette)

CHART 1

PARTY SIZE

ALLOWABLE

(total number of

PARTY COMPOSITION

passengers in room)

(makeup of the party)

1 Child

1 Adult

2 Children

1 Adult + 1 Child

2 Adults

3 Children

1 Adult + 2 Children

4 Children

Service Standards Manual No. 6

8-69

b) Chart 2 - For rooms containing 1 Large Berth

and 1 Regular Berth (Superliner Bedroom,

Viewliner Bedroom and Viewliner Accessible

Bedroom)

CHART 2

PARTY SIZE

ALLOWABLE

(total number of

PARTY COMPOSITION

passengers in room)

(makeup of the party)

1 Child

1 Adult

2 Children

1 Adult + 1 Child

2 Adults

3 Children

1 Adult + 2 Children

2 Adults + 1 Child

3 Adults

4 Children

1 Adult + 3 Children

2 Adults + 2 Children

Chart 3 - For room containing 1 Large Berth, 1

Regular Berth and 2 Small Berths (Family

Bedroom)

CHART 3

PARTY SIZE

ALLOWABLE

(total number of

PARTY COMPOSITION

passengers in room)

(makeup of the party)

1 Child

1 Adult

2 Children

1 Adult + 1 Child

2 Adults

3 Children

1 Adult + 2 Children

2 Adults + 1 Child

3 Adults

4 Children

1 Adult + 3 Children

2 Adults + 2 Children

3 Adults + 1 Child

5 Children

1 Adult + 4 Children

2 Adults + 3 Children

3 Adults + 2 Children

6 Children

1 Adult + 5 Children

2 Adults + 4 Children

8-70

Train Service Accounting Procedures

8. Sleeping Car - Non-Berth Service

a) For non-berth service (use seats only - no beds)

in Sleeping Car accommodations, the maximum

allowable number of passengers permitted to

occupy the room is shown in the following chart.

P=Permitted NP=not Permitted

SLEEPING CAR MAXIMUM OCCUPANCY FOR NON-BERTH POLICY -

PASSENGERS WILL USE SEATS ONLY - NO BEDS

PARTY SIZE

PARTY

ROOMETTES & BEDROOMS &

SUPERLINER

(Total number

COMPOSITION

SUPERLINER

VIEWLINER

FAMILY

of passengers

(F = adult;

ACCESSIBLE

ACCESSIBLE ROOM

ROOM

in room)

H = child)

(2 seats)

(4 seats)

(5 seats)

3-H

1-F & 3-H

2-F & 1-H

3-F

4-H

1-F & 3-H

2-F & 2-H

3-F & 1-H

4-F

5-H

1-F & 4-H

2-F & 3-H

3-F & 2-H

4-F & 1-H

5-F

6-H

1-F & 5-H

2-F & 4-H

3-F & 3-H

4-F & 2-H

5-F & 1-H

6-F

Any

or more

composition

•

Although this situation usually occurs during

daytime travel, this policy is based on the use

of the accommodation - not the time of day or

night.

•

For example, under normal conditions three

passengers can be booked in a Bedroom

because the room sleeps one in the regular

berth and two in the large berth. If, however,

four passengers want to travel in the room and

use it for seating only, three can sit on the sofa

and one in the chair. Therefore, the maximum

number of passengers increases from three

(regular use) to four (non-berth service).

b) On-board upgrades.

• The Conductor or Assistant Conductor will

Service Standards Manual No. 6

8-71

show passengers the room and explain that

seats only - no berths - will be used.

• A rail fare must be collected from each passenger

in addition to one accommodation charge. The

“not more than two child fares per adult fare”

rule applies.

• Each person in the room, up to the maximum

permitted, will receive complimentary meals in

the Dining Car.

Thruway Bus

Amtrak sells Thruway tickets for travel to certain

points not served by Amtrak trains under the name

“Amtrak Thruway Service.” Discounted fares, including

USA Rail Pass and other touring passes may be used.

Such services may be operated by bus, ferry or other

railroads. In some cases, Amtrak charters these services

for the exclusive use of Amtrak passengers. Through

fares to such points are shown in Conductor’s

Memorandum Tariffs. The station listing in the front

of the Conductor’s Memorandum Tariffs indicates

points served. In other cases, through fares have

been established between Amtrak points and points

on regularly scheduled services of other carriers. Such

fares are not shown in the Conductor’s Memorandum

Tariffs and cannot be sold on-board trains.

Conductor’s Memorandum Tariff

Fares and charges shown in Conductor’s Memorandum

Tariff are reproduced from Arrow for the use and

convenience of train crews in collecting fares from

passengers. These fares and charges are subject to all

of the rules and regulations published in Arrow and in

the Conductor’s Memorandum Tariff.

City Arrangment

a) Cities are arranged in the order they occur geo-

graphically, from North to South or East to West.

b) Fares are shown only once for each pair of cities,

but apply in either direction.

Fares

a) Rail passage fares shown in the Conductor’s

Memorandum Tariff apply for direct-route travel

between the points shown along with discounted

fares and accommodation charges.

b) Each passenger of fare-paying age must pay a rail

passage fare.

c) Accommodation charges must also be paid to

occupy Sleeping Cars, First Class and Business

8-72

Train Service Accounting Procedures

Class seats. Acela Express Business Class seats do

not require an accommodation charge since these

seats are comparable to Coach class on regular

trains.

d) Some fares that are published in Arrow may not

appear in the Conductor’s Memorandum Tariffs.

Most of these fares cannot be sold on-board and

include Multi-ride (monthly and varying multiple

trip tickets).

e) Fares are applicable daily, except as otherwise

noted in the fare code rules.

Non-Negotiable On-Board Fare (OBF)

a) The non-negotiable OBF is higher than the

regular fare.

b) Passengers are advised, through various means of

communication, that tickets are less expensive

when purchased in advance versus purchasing

on-board the train at a premium price.

c) The “basic fare” is the basic Amtrak price for the

train in question, not including any on-board

increase.

d) The OBF is the basic fare plus 50% of the fare,

up to a maximum of an additional $9.00.

Tariff Examples

The Conductor’s Memorandum Tariff book lists the

OBF in italics below the basic fare for the city pair.

It appears where at least one of the locations is

designated as a “Staffed Stations.”

EXAMPLE 1:

A passenger traveling BOS - NLC boards without a

ticket. The basic fare is YOFC - $60.00 for Northeast

Regional service or KOAE - $108.00 on Acela Express.

The passenger is charged the OBF of $69.00 for

Northeast Regional service or $117.00 for Acela

Express (basic fare plus $9), which is printed in the

tariff as follows:

BTWN BOSTON, MA (SOUTH STATION BOS)

and NEW LONDON, CT (NLC)

New London, CT (NLC)

YOFC 0

$60.00

$69.00

KOFE 0

$108.00

$117.00

Service Standards Manual No. 6

8-73

EXAMPLE 2:

A passenger traveling SAL-CLT boards without a

ticket. The highest basic fare is YOFC - $14.00. The

passenger is charged the highest OBF of $21.00 (basic

fare plus 50%) that is printed in the tariff as follows:

BTWN SALISBURY, NC (SAL) and

CHARLOTTE, NC (CLT)

YOFC 0

$14.00

$21.00

Ticket Lift

Introduction

Tickets are to be taken and punched immediately,

unless the ticket is a flash type. One alternative word

for "taken" is "lifted." “Punching” a ticket is also

referred to as "canceling." Relief train crews are

also responsible for making sure all passengers that

previously boarded have valid and properly canceled

receipts or seat checks. A ticket or fare must be

collected if the passenger can not prove their fare was

taken; however, utmost discretion must be used. A

Ticket Purchase Record is a separate payment

receipt for the entire amount of the transaction that

is retained by the passenger and must not be lifted.

Announcements

(Refer to Chapter 10 “On-Board Announcements &

Signage”)

Conductor’s Punch

a) Each Conductor’s ticket punch has a unique design.

b) A lost or stolen ticket punch must be reported to

the Transportation Supervisor and to the Amtrak

Police. A police report does not exempt an

employee from any possible restitution and/or

disciplinary action.

c) If a loaner punch is issued it must be turned in at

the end of the trip, not exceeding 48 hours after

the end of the work assignment.

• If two days of relief commences within 24 hours

of the work assignment, the limit will be 72 hours.

• Loaner punches must be turned in at the location

where they were issued.

• If the lost or stolen punch has been found, that

punch must not be used until the loaner punch

is retuned.

8-74

Train Service Accounting Procedures

• Employees are prohibited from using more

than one punch on an assignment.

d) If a Conductor or Assistant Conductor finds a

punch that is not theirs, the punch must be turned

in to the Transportation Supervisor.

Location of Punch on Ticket

Unless otherwise indicated on the ticket, the

target of the ticket punch must be top center.

b) The receipt portion of a passenger’s ticket must

also be punched.

There is no specific target for the receipt punch.

d) On Arrow tickets, the letters C and B are printed

along the top edge. Punch the “C” for

Cancellation.

On book tickets, there is a number in the

upper-center endorsement area that corresponds

with the ticket coupon number.

• Punch the number through all of the coupons

as well as the last page.

• On multi-coupon book tickets, the last page is

the passenger’s receipt, and will show a punch

for each coupon lifted.

On Monthly (Flash) tickets, there are various

locations to punch depending on the week of the

month:

• During the first week of the month, punch the

ticket in the top left corner.

• During the second week, punch in the top right

side to the left of the perforated line.

• During the third week, punch in the bottom

left corner.

• During the fourth week, punch in the bottom

right side to the left of the perforated line.

On Multi-Ride tickets, there is a string of numbers

on the bottom line of the endorsement box.

• Punch the next number in sequence.

• If the ticket is endorsed “non-transferable,”

only one person can use the ticket.

• If the ticket is endorsed “transferable,” different

people can use the ticket on different trips, or

several passengers can travel together on one

trip. In this case, one number must be punched

for each person, including children, traveling.

Seat Checks

a) Seat checks must be used to ensure that all tickets

have been collected and to indicate each passenger’s

destination.

Service Standards Manual No. 6

8-75

b) Unused seat checks must never be kept where

the passengers have access to them.

c) The use of seat checks can vary by route or crew

base, and must be discussed during the job briefing.

Some variations include:

• Seat checks are identified by date or pre-deter-

mined code and destination so other train crew

members know that the seat check was issued

by a train crew member on that specific train.

• To reduce attempts to ride dishonestly on a

seat check from a different train, the

Conductor and Assistant Conductor(s) must

know each other’s punch design.

• A relieving train crew may replace the previous

train crew’s seat checks with their own, making

it easier to ensure passengers detrain at the

correct destination.

• Different colors may be used for different

stations.

• Seat checks can be torn, folded, or punched in

a controlled manner.

d) Trains operating through New York to Boston or

Washington, DC.

• Conductors and Assistant Conductors departing

the train at New York will leave the original seat

checks in place.

• Relieving Conductors and Assistant Conductors

boarding at New York will perform a ticket

sweep.

• Relieving Conductors and Assistant Conductors

boarding at Washington, DC will perform a ticket

sweep.

• Conductors and Assistant Conductors working

trains 19, 51, 79, 89, 91 and 97 will issue and place

a white seat check, noting the destination with

a black marker, above the seat of passenger’s

traveling past Washington, DC.

• Lime green “Special Assistance Seat Check”

(NRPC 3242) will only be used for special

assistance as required.

Trains operating south of Washington, DC.

• Conductors and Assistant Conductors will use

one (1) single color check for all destinations for

their respective crew segment and single white

seat check for destinations beyond their crew

change point.

• Lime green “Special Assistance Seat Check”

(NRPC 3242) will only be used for special

assistance as required.

8-76

Train Service Accounting Procedures

• Relieving Conductors and Assistant Conductors

will perform a ticket sweep and will replace all

white seat checks with their respective color

within their work segment.

• Conductors and Assistant Conductors working

trains 19, 20, 79, 80, 89, 90, 91, 92, 97, 98, 1, 2, 50,

51, 171, 58, 59, 176, 145, 147, 156, 94, 95, 66, 67,

194, 99 and 83 will implement the seat check

plan for the respective crew segment. One seat

check will be issued to each individual ticketed

passenger and a notation will be made on seat

check for any unticketed infant.

• Conductors and Assistant Conductor will place

the seat check, noting the destination station

code with a black marker, above the respective

passenger’s seat. Only one (1) seat check per

passenger.

During a ticket lift, a passenger is permitted to

pass a Conductor or Assistant Conductor without

a seat check.

• The Conductor of Assistant Conductor must

verify that the passenger’s ticket has been lifted

by examining the receipt.

• If a passenger presents a ticket and wants to

pass, collect the ticket and issue a seat check.

If a seat check appears to have been altered or is

questionable,

• ask to examine the passenger’s ticket receipt.

• the seat check must be compared to information

on the ticket receipt.

• ask the passenger to pay if it is determined

that the seat check is a fraud.

• refer to the rules describing passenger removal

if they refuse to pay.

• have another train crew member as a witness

while dealing with the situation.

h) Seat checks can be used to mark a passenger’s

seat location for completing a transaction later.

• If a time-consuming transaction will prevent a

fare collection, prepare a special seat check for

that passenger.

• This seat check can be a different color, torn

in half or unique identifying character ($ to

indicate cash fare).

• If there is a question about a passenger’s form

of payment or ticket authenticity, their seat

location must be marked so the Conductor or

Service Standards Manual No. 6

8-77

Assistant Conductors can confer with another

employee.

Special Assistance Seat Check (NRPC 3242)

(Refer to Figure 8-47)

•

Passengers must either be identified on the

manifest that they need special assistance, or

indicate to a train crew member that they need

special assistance before a “Special Assistance

Seat Check” (NRPC 3242) can be issued.

•

The “Special Assistance Seat Check” (NRPC

3242) is to be placed with the destination seat

check above the passenger’s seat.

•

Situations that warrant the use of a “Special

Assistance Seat Check” (NRPC 3242) include,

but are not limited to:

• Unaccompanied minors.

• Passenger indicates they have difficultly

hearing announcements.

• Sight impaired passenger requests assistance

navigating.

• Passenger using service animals requests

assistance.

• Passenger indicates they need meal service

at their seat.

• Passengers request assistance:

• With a wheelchair or mobility device.

• Boarding/Detraining.

• With baggage.

• To/from restroom.

• Reading a menu.

• All Train Service employees and Train

Attendants (working in Coaches) are

required to carry an ample supply of the

“Special Assistance Seat Check” (NRPC

3242) while on duty. These seat checks are

available at every crew base.

Used seat checks, or any portion of a seat check,

must be placed in trash receptacles.

8-78

Train Service Accounting Procedures

Figure 8-47 - “Special Assistance Seat Check” (NRPC 3242)

ID Verification

The identification verification process applies only

to passengers eighteen (18) years of age or older. If

during the course of executing the “Random On-

Board Ticket Verification Procedure” the passenger’s

age comes into question. Ask the passenger their age.

If the passenger responds they are 18 or older

and do not have valid identification, or the

identification does not match against the name on

the face of the ticket, and there is no reasonable

explanation for the discrepancy, the Amtrak

police must be notified by the quickest available

means away from the passenger. Failure to possess

the proper photo identification is not, by itself,

sufficient reason to have the passenger removed

from the train.

b) If the passenger responds they are 17 or younger

and do not have valid identification, the

Conductor must accept the age of the passenger.

• The Conductor, at their discretion, may contact

the Amtrak police for assistance, away from

the passenger, if:

• The passenger has physical features that

make them appear to be older than 17.

• They suspect that the passenger is older

than they claim.

Service Standards Manual No. 6

8-79

• The passenger has no way to prove their age.

• In this situation, failure to verify a passenger’s

age or possess the proper photo identification

is not, by itself, sufficient reason to have the

passenger removed from the train.

c) Amish and Mennonite persons are not required

to have photo identification. Any person stating

that they are Amish or Mennonite, and wears the

distinctive dress of these communities, may present

non-photo identification containing a physical

description of the individual.

d) Parolees from correctional facilities are provided

with current, dated release papers, but may have

no photo identification. These papers may be

accepted for verification, if the name matches the

one on the ticket.

Correcting an Incorrect Punch

a) When a punch is made in error on any type of

ticket other than a COTS, correct the error by

drawing a tight circle around the punch cut on

the face of the ticket.

b) Near the circle write: the train number, date and

sign it.

c) A COTS may not be corrected in this manner.

d) The COTS must be voided and a new COTS

issued.

Punch Indicating Baggage Checked and Reverse

Direction

Sometimes a ticket will have punch targets for special

purposes that do not cancel a ticket.

a) Baggage Service

• On Arrow tickets, the baggage punch (B is for

Baggage checked) shows that the passenger’s

luggage has been taken to the train’s Baggage

Car and will be taken to the baggage claim

area at the passenger’s destination station.

• The baggage punch is the passenger’s proof

that Amtrak has the passenger’s baggage.

b) Reverse Direction

The reverse direction punch indicates that the

passenger traveled in the reverse direction from

that which the ticket reads.

• If there is no target indicating that the ticket

has been used in the reverse direction, and it is

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Train Service Accounting Procedures

appropriate, punch the direct center of the

ticket.

• If the ticket punch will not reach the center,

punch as close to the center as possible under

the top center punch.

• The top center punch always must be punched.

• The ticket must only be punched indicating

that it was used in the reverse direction if the

passenger only travels part of the journey and

will continue later.

9. Tickets Honored But Not Lifted (157)

Tickets honored but not lifted must always be

recorded on a “Record of Tickets Honored But Not

Lifted” (NRPC 157) (Refer to Figure 8-48) or

“Uncollected Fare Report” (NRPC 3008). (Refer to

Figure 8-69)

Figure 8-48 - “Record of Tickets Honored But Not Lifted” (NRPC 157)

a) The “Record of Tickets Honored But Not Lifted”

(NRPC 157) report must be used whenever there

is no ticket or document for the “Train Earnings

Reports Envelope” (NRPC 158). Total ridership

counts come from the “Train Earnings Reports

Envelope”(NRPC 158) which determines train

crew size and train consists.

b) Multi-trips tickets, stopovers, and any other tickets

that are honored but not lifted must be accurately

documented on “Record of Tickets Honored

But Not Lifted” (NRPC 157). When in doubt,

complete a “Record of Tickets Honored But Not

Lifted” (NRPC 157).

Service Standards Manual No. 6

8-81

c) The “Record of Tickets Honored But Not

Lifted” (NRPC 157) is the only officially accepted

document for billing Commuter Agencies with

whom Amtrak has contracts to honor commuter

tickets. This is an absolute must if Amtrak is to

be paid.

d) Do not complete a “Record of Tickets Honored

But Not Lifted” (NRPC 157) for authorized

deadheading train crew members or employees

with proper documentation that allows them to

ride without a ticket. Some non-employees are

allowed to ride without a ticket, as long as they

have the proper documentation, such as commuter

agency employees on Amtrak-operated commuter

trains.

e) A copy of the “Record of Tickets Honored But

not Lifted” (NRPC 157) must be placed in the

“Train Earnings Reports Envelope” (NRPC 158).

M. Ticket Disposition En Route

Sorting Tickets

Conductors are responsible to ensure that the

“Train Earnings Reports Envelope” (NRPC 158)

is maintained correctly.

b) Conductors must instruct Assistant Conductor(s)

to present their lifted tickets and transportation

documents to them as soon as possible. This helps the

Conductor to have the tickets sorted at crew change/

end of the train run. This also helps determine

who was on the train in the event of an accident.

There are instructions on the flap of the “Train

Earnings Reports Envelope” (NRPC 158) for

sorting tickets.

d) Never throw tickets into the “Train Earnings

Reports Envelope” (NRPC 158) that are not

secured with rubber bands or paper clips (never

use staples).

Arrow and ARC tickets MUST all be face up and

in the same direction. These tickets are machine-read.

There is no need to separate the different

accommodations of the same types of tickets.

Remove any staples that are in tickets.

h) All like-tickets and documents including passage

coupons from COTS, book-type tickets, carry

orders, “On-Board Passenger Record” (NRPC

3085), reports, etc. — must be bundled together.

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Train Service Accounting Procedures

The exception is the Arrow commuter tickets,

which must be bundled separately.

i) Each relieving Conductor and Assistant

Conductor must add to the bundles, not make

new ones.

Live vs. Dead Tickets

a) “Coach Tickets Envelope (Long Haul)” (NRPC

218) and “First Class Tickets Envelope (Long

Haul)” (NRPC 219) are used for passengers still

on the train. Tickets in this category are referred

to as “live.” These must be used for passengers who

will detrain beyond the run of the Conductor or

Assistant Conductor who made the collection.

b) After a passengers detrains, the ticket is considered

“dead.” These tickets must be added to the

appropriate bundle in the “Train Earnings

Reports Envelope” (NRPC 158).

Long-Distance Trains Ticket Envelopes

The “Coach Tickets Envelope (Long Haul)”

(NRPC 218) is used for recording the passengers

traveling in Coach Cars. Printed on the outside

of the envelope are numbered spaces indicating

seat locations where the passenger’s three-letter

city code destination can be entered. (Refer to

Figure 8-49)

b) The “First Class Tickets Envelope (Long Haul)”

(NRPC 219) is used for recording the passengers

located in the Sleeping Cars. Printed on the outside

of the envelope are numbered spaces indicating

Sleeping Car accommodations where the number

of passengers in each accommodation and three-

letter city code destination can be entered. (Refer

to Figure 8-49)

To prevent a misunderstanding en route, the

live tickets can be endorsed on the face of the

ticket. A useful method is to indicate the space

like a fraction: the seat or accommodation as the

numerator and the car number as the denominator

(e.g., 3/3601).

d) Once a passenger detrains, their ticket must be

taken out of either the “Coach Tickets Envelope

(Long Haul)” (NRPC 218) or “First Class Tickets

Envelope (Long Haul)” (NRPC 219), bundled

Service Standards Manual No. 6

8-83

with rubber bands and paper clips and placed in the

“Train Earnings Reports Envelope” (NRPC 158).

e) At the train’s final destination, all tickets must

be in the “Train Earnings Reports Envelope”

(NRPC 158).

Figure 8-49 - “Coach Tickets Envelope (Long Haul)“ (NRPC 218) and

“First Class Tickets Envelope (Long Haul)“ (NRPC 219)

4. Short-Distance Trains Ticket Envelopes

For short-distance trains “Coach Tickets Envelope

(Short Haul)” (NRPC 183) and “First Class Tickets

Envelope (Short Haul)” (NRPC 181) are provided.

“Live” tickets must be placed in the appropriate

envelope. (Refer to Figures 8-50 and 8-51)

Figure 8-50 - “Coach Tickets Envelope (Short Haul)” (NRPC 183)

8-84

Train Service Accounting Procedures

Figure 8-51 - “First Class Tickets Envelope (Short Haul)” (NRPC 181)

N. Conductor On-Board Ticket Stock (COTS)

Introduction

COTS must be issued in the presence of the passenger,

and all copies of the ticket must be punched as a

single transaction. The Conductor or Assistant

Conductor must inform the passenger that they

are required to provide valid photo identification.

COTS may be used with un-ticketed passengers in

the following categories: cash, credit card payment,

payment due, passenger removal, prior erroneous

lift, carry-bys and deadheading railroad employees.

COTS must be used in consecutive order.

a) COTS, also referred to as cash fare receipts or as

ticket stock, are chargeable items.

• Always keep the tickets/COTS documents in

a secure place (on your person or in a locked

place) so that they cannot be picked up or seen

by a casual observer.

• Amtrak retains the right to make appropriate

collection against Conductors and Assistant

Conductors who have not shown proper care

of company cash, checks, credit cards and COTS.

b) Drawing and using pads of COTS

• When COTS pads are issued, the Conductor

or Assistant Conductor must complete the

required information on the invoice receipts

(two copies) attached to the top of each pad.

• Conductors and Assistant Conductors are

responsible for verifying that the COTS pads

have 25 consecutively numbered tickets.

Service Standards Manual No. 6

8-85

• Legibly print:

• your name

• crew base three-letter code

• employee SAP number

• date

• station’s six-digit number

• ticket punch number

• Conductors and Assistant Conductors must

sign and punch the receipts for the COTS.

• COTS pads must be used sequentially.

• COTS pads must be used in the order in which

they were drawn.

• Employees must not transfer COTS between

train crew members; if one train crew member

runs out of COTS another employee must

complete the fare(s).

Required quantities of COTS

Each Conductor and Assistant Conductor must

carry two pads unless they are working:

• Grand Rapids service and the Heartland Flyer

must carry three pads.

• Maryland Rail Commuter Service must carry

four pads.

• Connecticut D.O.T. must carry four pads.

• San Joaquin service must carry four pads.

• Capitol Corridor service must carry four pads.

• Zone 2,Washington extra board must carry

four pads.

d) Lost, Stolen or Found COTS

• Lost or stolen COTS must be reported to your

Supervisor and to the Amtrak police.

• Police reports must include the lost or stolen

COTS ticket numbers.

• Describe the incident and include the police

location, date, incident number and stock

numbers on the “Conductor/Asst. Conductor

Sales Report” (NRPC 193).

• The “Conductor/Asst. Conductor Sales Report”

(NRPC 193) which lists the stock missing,

and a copy of the police report, must then be

presented to the Conductor’s or Assistant

Conductor’s supervisor for their signature, date

and handwritten notation of “OK to Issue

Additional Stock.”

• The completed and signed “Conductor/Asst.

Conductor Sales Report” (NRPC 193), along

8-86

Train Service Accounting Procedures

with a copy of the police report, must then

be presented by the Conductor or Assistant

Conductor to a station agent or ticket receiver

for issuance of replacement COTS pads.

• A police report does not exempt an employee

from any possible restitution and/or disciplinary

action.

• If COTS becomes missing, and then found, the

Conductor or Assistant Conductor must void

the COTS and remit on a “Conductor/Asst.

Conductor Sales Report” (NRPC 193).

• The Amtrak police must be notified that the

COTS was found (with the original incident

report information).

Working With Multiple Sets of COTS

Transportation supervisors may want a Conductor

or Assistant Conductor to have more than the set

number of COTS. If so, that supervisor must make

written arrangements with the issuing office.

The Conductor or Assistant Conductor must

make a note, in the comments area, on the first

(NRPC 193) that they are working with additional

COTS, when turning in the additional COTS.

b) The notation must include the name of the

supervisor and the number of additional COTS

received and returned.

The Conductor or Assistant Conductor must

understand exactly when the extra COTS must

be turned in.

d) To reduce the number of chargeable COTS, the

Conductor or Assistant Conductor must void all

unused of COTS and record the voided numbers

in the comments area of a separate

“Conductor/Asst. Conductor Sales Report”

(NRPC 193) until they have the authorized

amount of COTS.

If chargeable stock is ruined, each piece must be

voided and remitted with the “Conductor/Asst.

Conductor Sales Report” (NRPC 193).

COTS is not valid for sale after one year has

elapsed from its issuance date.

All COTS must be voided and returned on its

one-year anniversary (or the first opportunity

thereafter), using a separate “Conductor/Asst.

Conductor Sales Report” (NRPC 193).

Service Standards Manual No. 6

8-87

h) Missing COTS and/or punches can become a

serious matter and punitive measures can include

being charged a reasonable amount for each

missing ticket, being charged for lost punches

and, in some cases, dismissal.

3. COTS Layout

a) COTS have been printed so that the punch targets

are aligned.

• Spot carbon has been provided so that

information imprinted on Coupon A will

appear on Coupons B, C and D with only

the last four digits of the credit card.

• The pads of COTS come with a cardboard

cover (See Figure 8-52 and 8-53) long enough

to place between COTS to shield the spot

carbon of the COTS below.

Figure 8-52 - Front Cover of “Conductor’s/Asst. Conductor’s

On Board Ticket Stock” (COTS)

Figure 8-53 - Back Cover of “Conductor’s/Asst. Conductor’s

On Board Ticket Stock” (COTS)

b) All applicable blocks must be punched completely

within the blocks.

c) Written information must be contained within

the spot carbon area.

d) The Endorsement Box must contain the following

information:

8-88

Train Service Accounting Procedures

• The fare class for the type of accommodation

occupied (e.g., Coach, Room/Car Number for

Sleeping Car, Business Class seat, etc.).

• The fare basis (e.g., senior citizen, military,

student, promotional, etc.).

• The alphanumeric fare code as listed in the

Conductor’s Memorandum Tariff (e.g., YOFC,

DOF1, EB, DS, etc.).

• Ticket number of other ticket if COTS is

issued in conjunction with another ticket

(e.g., on-board upgrade, extended travel, etc.).

•

“Pd by Ck” if passenger paid with a personal

check.

• Passenger reservation number, or “No Res #”

if passenger did not have a reservation.

The fare code does not need to be indicated for an

adult traveling alone at the regular one-way fare.

The fare class and fare basis do not need to be

indicated if travel is in Coach and is not discounted.

The three-letter city code or the entire city name

must be entered for the passenger’s origin and

destination in the “From” and “To” boxes under

the Endorsement Box.

h) The total fare must be handwritten in the space

under the “From” and “To” boxes.

Punch the 1, 2, 3 or 4 in the top row for the

number of full-fare passengers and the bottom

row for the number of half-fare passengers. If

there are more than four in any category, use the

spot carbon area to write in the information.

Punch the “Unstaffed/Closed Station” or

“Station Override” box if either is applicable.

k) Punch the “In Conn With” box when additional

collection is necessary. This tells Revenue Accounting

that this was only a monetary transaction - not an

additional passenger for recording ridership.

• Passengers who want to travel beyond their

ticketed destination or board before their

ticketed origin. If a journey is extended, indicate

the “From” and “To” for the extension.

• Passengers who want to upgrade to better

accommodations.

• Passengers who want to use restricted/blacked-

out tickets on the restricted / blacked-out time

or date.

• Use for non-transportation charges.

Service Standards Manual No. 6

8-89

l) Even though two separate COTS are required for

selling a round-trip on-board, the “Round Trip”

box must be punched on both COTS.

m) Punch the “Train Check” box if the COTS is

valid on a train other than the one on which it

was issued. This could happen if a passenger

wants to purchase transportation to a destination

that will require a change of trains and, therefore,

a ticket for the second train.

n) Punch the month and date in the calendar area.

o) If the appropriate station city-codes are listed

on the COTS, punch the “From” origin station

in the blue shaded column, and punch the “To”

destination station in the white column.

p) Punch the total amount of the fare using the blue

amount boxes in the upper right corner of the COTS.

q) If payment is by credit card, imprint the card

information in the area at the bottom left side of

the COTS and circle the type of card used.

Always print the passenger’s name on the

COTS, as well as other information if required

(e.g., payment due, etc.).

For credit card and payment due, have the

passenger sign the COTS on the line provided.

If the punches on the COTS do not clearly

represent the intent, use the spot carbon area to

explain the details.

u) The ticket number is printed vertically in the

center of the COTS. Do not include the single

digit that stands alone - that is a control number

and is not part of the ticket number.

O. Selling Ticket Using Conductor

On-Board Ticket Stock (COTS)

Preparing/Punching COTS

a) A COTS for the exact amount of the fare

must immediately be completed in the presence

of the passenger(s), and the passenger receipt

portion of the COTS given to the passenger at

the end of the transaction.

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Train Service Accounting Procedures

b) Prepare a COTS, completing all spaces.

Conductors and Assistant Conductors must

charge the exact fare listed in the Conductor

Memorandum Tariff.

• Failure to charge the exact fare can result

in the Conductor or Assistant Conductor

being issued a debit for the difference and/or

disciplinary action.

• Sale of fares beyond the run of the train is not

required.

• However, if a Conductor or Assistant

Conductor has the proper Conductor’s

Memorandum Tariff for that train beyond their

train run, they may sell the fare and issue a

ticket unless that fare is blocked by the tariff

or if the next train requires reservations.

d) If an error is made punching the COTS, void it

and start again.

To void COTS, simply write “VOID” on all

coupons and then cancel the COTS by single

punching the ticket.

All voided coupons MUST be remitted with the

“Conductor/Asst. Conductor Sales Report”

(NRPC 193) with the voided ticket number(s)

entered in the comments section.

If the train is sold out, a passenger without a

reservation must be advised that if carrying them

causes any standing conditions they will have to

stand, since they did not have a reservation for

the train.

h) In the event space is sold on-board trains,

the Conductor or Assistant Conductor must call

(800) 205-0711 (the phone number is also on the

manifest) and provide passenger name, origin and

destination, train number, room and car number,

and any other pertinent information requested.

One-Way

a) A regular one-way ticket is issued at the published

fare between most points where Amtrak provides

direct service (no change of trains).

Service Standards Manual No. 6

8-91

b) Regular one-way fares may also be shown

between certain other points where the fare is

designated as a connection/transfer fare.

c) Tickets are good for travel at any time for one

year, including the date of sale.

To Canada on the Maple Leaf

When a single ticket is sold by an Amtrak station

or travel agency routed over Amtrak and VIA

Rail Canada on the Maple Leaf, the ticket must

be lifted and a COTS issued.

b) The exchange ticket origin must read from the

station where the VIA Rail Canada Conductor or

Assistant Conductor take over.

The destination must be the same as the one

shown on the lifted ticket.

d) Punch the date and other applicable blocks, but

do not punch or write any revenue amount. This

is a zero value COTS.

Write any appropriate information needed by

the VIA Rail Canada Conductor or Assistant

Conductor in the spot carbon area.

The following is an example of a passenger

traveling from Albany, NY to a destination in

Canada on the Maple Leaf:

• A customer boards the Maple Leaf without a

ticket and requests a destination on VIA Rail

Canada territory.

• The customer must be sold the through fare,

however, two COTS must be completed.

• The first COTS ticket must list the actual origin

station as Albany, NY with a destination of

U.S./Canadian Border, (CBN).

• The full through fare must be punched and

written on the first COTS.

• Additionally, the “In Conn With” box must be

punched, and in the endorsement spot carbon

area, the next COTS ticket number must be

referenced.

• The second COTS ticket must show an origin

station of U.S./Canadian Border, (CBN) and

the actual destination city on VIA Rail Canada.

• There must be no amount recorded (zero

value) on this second COTS.

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Train Service Accounting Procedures

• The “In Conn With” box must be punched, and

the ticket number of the first COTS must be

referenced in the spot carbon endorsement area.

g) Coupon distribution:

• Coupon A (Passage Coupon from VIA Rail

Canada portion COTS) Always give to the

passenger for lift by VIA Rail Canada.

• Coupon A (Passage Coupon from Amtrak

portion COTS) Always placed in the “Train

Earnings Reports Envelope” (NRPC 158).

• Coupon B (Passenger Receipt from both

COTS) Always given to passenger.

• Coupon C (Auditor’s Coupon from both

COTS) Always remitted to Station Ticket

Agent/Ticket Receiver.

• Coupon D (Billing Coupon from both COTS)

Always remitted to Station Ticket

Agent/Ticket Receiver.

Round-Trip

Roundtrips must only be sold by issuing two (2)

separate one-way tickets, using two (2) separate

COTS tickets.

b) Each coupon must be sold with city pairs

punched or written in the proper direction.

If a credit card payment is made for each ticket,

then all required credit card information must be

recorded individually on each ticket.

d) Printing or recording of personal information

contained on the photo ID is prohibited.

Punch the Round Trip block of both tickets, even

though they are single fares.

The passenger must be given two (2) Coupon B's,

Passenger Receipts, one from each COTS ticket.

The passenger must also receive Coupon A,

Passage Coupon, from the returning one-way ticket.

h) Coupon A of the originating one-way ticket (the

train on which the sale is occurring) must not be

given to the passenger, and must be placed in the

“Train Earnings Reports Envelope” (NRPC 158).

When the passenger boards the train for their

return one-way trip, the passenger will present

Coupon A to the Conductor or Assistant

Conductor who will place it in that train’s “Train

Earnings Reports Envelope” (NRPC 158).

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8-93

j) For all types of roundtrip tickets, write the return

fare restrictions/blackouts in the spot carbon

space (such as no good at certain times or dates).

Before preparing the COTS, you must explain the

return-trip restrictions/blackouts to the passenger.

k) When reservations are necessary for the return

trip, the Conductor or Assistant Conductor must

explain this before preparing the COTS.

• Passengers must be told that the reservations

are not guaranteed; they are first come, first

served.

• Inform passengers on how and where to make

reservation.

Farther Destinations

A passenger wanting to travel to a destination

beyond that shown on their ticket is to be granted

the benefit of the through fare on a route.

b) Subtract the original fare paid from the fare of

the original starting point to the new destination,

and charge the passenger the difference.

Use the same fare code as used on the original

ticket (e.g., DOFI, YOFC, etc.) to calculate the

new fare to the further destination.

d) If the fare to a farther destination is the same as

a fare paid to an intermediate point, no additional

collection is necessary; however, the Conductor

or Assistant Conductor must fill out a COTS “IN

CONN WITH” the original ticket. (This rule also

applies where a passenger boards at an origin

beyond that from which their ticket reads.)

EXAMPLE:

Passenger traveling on a one-way rail ticket from

Washington to New Haven decides at New York to

extend the journey through to Springfield.

Calculate the additional collection as follows:

• One-way coach Washington-Springfield: $77.00

• One-way coach Washington-New Haven: -66.00

• Additional Collection: $11.00

A passenger may extend their journey to a farther

destination on the same train or in through cars

operated on the same or connecting trains provided

accommodations are available and a passage ticket

is bought or held for passage to the new destination.

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Train Service Accounting Procedures

Sleeping Car Accommodations

When a passenger has a reservation and boards

without a ticket.

• The Conductor or Assistant Conductor must

issue a COTS.

• The Conductor or Assistant Conductor must

verify the passenger’s reservation on the

“Unticketed Passenger Display” portion of the

manifest.

• The manifest will indicate the fare level that

the passenger was quoted for the Sleeping Car

room, (e.g., VS, EB, DA, etc.).

• When issuing a ticket for reserved Sleeping

Car accommodations on-board, the lowest rail

fare is always used. This is indicated by the

fare code beginning with a “D” in the

Conductor Memorandum Tariff.

• If the passenger boarded at a station with an

open ticket office, the on-board fare (OBF)

must be charged.

• Using the Conductor Memorandum Tariff, add

the “D” rail fare to the accommodation charge

indicated by the fare level on the manifest to

obtain the total amount due.

b) When a passenger does not have a reservation

and boards without a ticket.

• This is a two-step process.

• First, the Conductor or Assistant Conductor

must issue a full-fare (highest) rail fare COTS

as if the passenger was going to travel in Coach.

• If the passenger boarded at a station with an

open ticket office, the on-board fare (OBF)

must be charged.

• The second step is to upgrade the passenger to

the Sleeping Car accommodation using a

COTS. (Refer to Section P.3. “Upgrade from

Coach to Sleeping Car” for this procedure.)

Accessible Bedroom

a) Onboard Sales of Accessible Bedrooms

• Passengers with mobility impairments are

entitled to travel in an Accessible Bedroom

at the price that would otherwise be charged

for a Roomette for the same trip.

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8-95

• Passengers are also entitled to a 15% reduction

from the Roomette price. To calculate the

discount, refer to the 15% Discount column in

the Discount Tables for On-Board Sales book.

• Mobility impaired disabled passengers will

continue to have priority in booking accessible

bedrooms. The accommodation charge is 15%

off the Roomette rate.

b) On-Board Sales of Accessible Bedrooms for

Mobility-Impaired Passengers with Advance

Reservations

For mobility-impaired passengers with advance

reservations who are paying on-board, note

the accommodation symbol indicated on the

manifest.

• Superliner

HS issue ticket at the ES price, less 15%

HA issue ticket at the EA price, less 15%

HB issue ticket at the EB price, less 15%

HC issue ticket at the EC price, less 15%

HD issue ticket at the ED price, less 15%

• Viewliner

MS issue ticket at the VS price, less 15%

MA issue ticket at the VA price, less 15%

MB issue ticket at the VB price, less 15%

MC issue ticket at the VC price, less 15%

MD issue ticket at the VD price, less 15%

On-Board Sales of Accessible Bedrooms for

Non-Mobility-Impaired Passengers with Advance

Reservations

For non-mobility-impaired passengers with

advance reservations who are paying on-board

for an accessible Sleeping Car space, there is no

change from current practice.

• Superliner

HS, HA, HB, HC and HD: issue ticket at the

appropriate published price in your Tariff.

• Viewliner

MS issue ticket at the DS price

MA issue ticket at the DA price

MB issue ticket at the DB price

MC issue ticket at the DC price

MD issue ticket at the DD price

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Train Service Accounting Procedures

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 12