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

Order #

Description

Size

Adhesive

028142

Quiet Car

8.5 x 11

Yes

Two Sided

Suggested Location

Acela Equipment - Attach two signs on the ceiling near the entrance on each end

of the car. Attach one sign on the vestibule wall beside the end door at each end

of the car. Always use the self adhesive strip when attaching signs to the car,

never use tape or other adhesives. Refer to Figure 10-3 - Quiet Car -Signage

Positioning on Acela equipment.

Amfleet Equipment - Attach two signs on the ceiling (one half way between the

first two EMERGENCY EXIT signs on each end of the car). Attach one sign on the

vestibule wall beside the end door at each end of the car. Do not cover the end

door window. Always use the self adhesive strip when attaching signs to the car,

never use tape or other adhesives. Refer to Figure 10-4 - Quiet Car - Signage

Positioning on Amfleet Equipment.

Figure 10-3 - Quiet Car - Signage Positioning on Acela Equipment

Service Standards Manual No. 6

10-31

Figure 10-4 - Quiet Car - Signage Positioning on Amfleet Equipment

Order #

Description

Size

Adhesive

028135

As you exit, please

8.5 x 5.5

Yes

close door tightly

Suggested Location

Directly above the handle on the inside of restroom doors.

Order #

Description

Size

Adhesive

028144

These seats are reserved for

Tent Card

passengers boarding en route.

Suggested Location

Amtrak Cascades Café tables, when needed.

10-32

On-Board Announcements & Signage

Order #

Description

Size

Adhesive

028152L

Line Forms This Way

8.5 x 11

Yes

One Sided

Suggested Location

Café/Lounge wall.

Order #

Description

Size

Adhesive

028157

Please Proceed This Way to

8.5 x 11

Yes

the Lounge Car

Two Sided

Suggested Location

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

the same location as the “Please Proceed This Way to the Dining Car” sign.

Recommended placement of signs should be on every other car.

10-36

On-Board Announcements & Signage

Order #

Description

Size

Adhesive

0281560

Alcoholic Beverages are

8.5 x 11

Yes

Regulated by Local Laws

One Sided

Suggested Location

Display in public view in Food Service Cars.

Order #

Description

Size

Adhesive

028161

No Exit From This Car

8.5 x 11

Yes

One Sided

Suggested Location

Place on the wall, eye level, at the top of the stairway leading to lower level

lounge on Superliner Sightseer Lounge Cars (long distance trains) and

Superliner Lounge/Coach Cars on inter-city trains.

Service Standards Manual No. 6

10-37

Introduction

Have you ever been asked to assist a passenger who has a

disability and felt uncomfortable about doing so, or were

unsure about the best way to help? This chapter provides

details about the law and contains guidelines on what to

say, what to do and how to help a disabled person. With

the information contained in this chapter, employees will

be able to maintain and improve the quality of services to

people with disabilities so that every passenger receives the

same consistent, non-discriminatory, excellent service.

Amtrak’s Commitment and Policies

The National Railroad Passenger Corporation (Amtrak) is

committed to ensuring that all passengers, including those

with disabilities, are provided with quality customer service

and everything necessary to make their trip safe and

enjoyable. Our goal is to make all Amtrak employees

sensitive to the needs of individuals with disabilities and

ensure that employees respect the judgment of each

individual as to what accommodation is best for them.

A. The ADA and What It Means for Amtrak

The Americans with Disabilities Act is a Civil Rights

Law that was enacted in 1990. It prohibits the exclusion

of any qualified individual with a disability from

receiving the benefits of public transportation services.

It makes it illegal for a public transportation provider

to discriminate against passengers because of their

disabilities, and prohibits discrimination against an

individual who is with a person with a disability.

One of Congress’ specific objectives in passing the ADA

was to ensure that people with disabilities had improved

access to all public transportation-including Amtrak.

Under the ADA Law, a Person with a Disability is

Defined as:

a) A person with a physical or mental impairment

that substantially limits one or more major life

activities such as hearing, seeing, speaking,

breathing, performing manual tasks, walking,

caring for oneself, learning or working; or

b) A person with a record of such a physical or

mental impairment. Examples of individuals with

a record of an impairment are those who have

Service Standards Manual No. 6

11-1

histories of mental illness, alcoholism, heart disease,

or cancer; or

c) A person who is regarded as having such

impairment. An example is a person with an

obvious birthmark.

Provision of Services

Amtrak may not refuse to provide service because

the individual’s disability results in an appearance

or involuntary behavior that may offend, annoy,

or inconvenience employees or other passengers.

However, Amtrak may refuse to provide service

to an individual with a disability who engages in

violent, seriously disruptive, or illegal conduct or

poses a safety threat to others.

Customer Service Commitment

Amtrak will not, either directly or through contractual,

licensing, or other arrangements, discriminate against

any otherwise qualified individual with a disability in

accordance with 49 U.S.C. 12162 or 49 C.F.R. Part 37.

In accordance with this regulation,

Amtrak will not:

a) Refuse transportation to an otherwise qualified

individual with a disability on the basis of that

disability;

b) Refuse transportation to an otherwise qualified

individual with a disability simply because the

person’s disability results in appearance or

involuntary behavior that may offend, annoy, or

inconvenience crew members or other passengers;

c) Require an individual with disabilities to accept

special services that have not been requested by

the passenger; or

d) Exclude a qualified individual with a disability from,

or deny that person the benefit of, any service

that is available to the general public, even if

there are separate or different services available

for individuals with disabilities.

Services Offered and Provided to

Passenger with Disabilities

Although Amtrak is required by law to provide

transportation and assistance to people with disabilities,

11-2

Assisting Passengers with Disabilities

we want to apply the same service principles and

requirements to all of our passengers.

Amtrak employees will:

• explain our services and related requirements to

all passengers.

• arrange for service requests to be fulfilled.

• communicate all required information to all

departments involved.

The following guidelines describe Amtrak services

offered to passengers with disabilities and are based

on a combination of the requirement of the ADA

law, and Amtrak’s own customer service policies, and

therefore may address issues that are beyond the

scope of the law.

Advance Notice

a) Amtrak suggests, but does not require, that

individuals with disabilities who require special

assistance, such as pre-boarding with a wheelchair

lift, request this assistance at least 24 hours in

advance and check-in at least one hour before

departure. We also suggest that people with

disabilities notify the ticket agent in advance of

any special accommodations needed in the station

or on-board the train.

b) Amtrak must respond to all reasonable requests

without advance notice or check-in.

c) The Amtrak Reservation Sales Call Center will

notify the stations involved of assistance requests

received through advance notification.

Personal Assistance

Amtrak’s goal is to make it easier for people with

disabilities to travel independently.

a) Amtrak will provide assistance in boarding and

detraining, stowing on-board luggage, providing

information to passengers who are deaf or hard

of hearing or who have visual disabilities, and

providing services in accessible locations.

b) Employee assistance does not extend to providing

personal services such as assistance within a

restroom, sleeping compartment or with eating

a meal.

Service Standards Manual No. 6

11-3

c) Amtrak will provide alternate formats for

communicating with passengers: such as, reading

menus to those with visual impairments and

writing on-board announcements for deaf or

hard-of-hearing passengers.

d) Amtrak will ensure that any oral announcements

made on-board the train are communicated to

customers who are deaf or hard of hearing, and

requested assistance (such as notification of

upcoming stops) must be honored.

e) Amtrak will use the green “Special Assistance

Seat Check” (NRPC 3242) for any passenger

traveling in Coach who has indicated to a

crewmember that he/she needs special assistance

while on-board the train.

Attendants

a) Amtrak does not require that an Attendant

accompany a qualified individual with a disability.

b) Amtrak’s train crews are not required or permitted

to provide personal care assistance for any

passenger, which includes activities such as feeding,

bathing, dressing, medicating or toileting. Therefore,

if the passenger anticipates that he/she may require

this type of assistance during the journey, the

passenger must travel with an Attendant and is

responsible for purchasing the Attendant’s ticket.

c) If a crew member has reason to believe that a

passenger may need personal care assistance during

the trip, the crew member may ask the passenger

whether or not he/she will need this type of

assistance, and should advise the passenger that

Amtrak’s crew members cannot provide such

assistance. However, if the passenger provides a

credible verbal assurance that he/she will not need

this type of assistance (either because he/she

generally does not require such assistance, or

because he/she will not need the assistance on this

trip, for example, due to the trip’s short length),

Amtrak may not refuse to provide service to the

passenger based solely on its belief that the

passenger is likely to need such assistance.

d) If, during a trip, it becomes apparent that an

unaccompanied passenger does require personal

care assistance (for example, if the passenger cannot

take care of his/her elimination needs in a hygienic

or discreet manner), it may be necessary to make

arrangements for the passenger to detrain at the

next stop.

11-4

Assisting Passengers with Disabilities

Examples of Disability Situations with Suggested

Actions

Passenger is traveling without Attendant.

•

Situation - A relative who is assisting the

passenger to the train but is not traveling with

that passenger, asks that a crew member make

sure that their mother is given her medication

at the appropriate times and notifies their

mother of her stop.

•

Service Requirements

• The crew member is not responsible for

ensuring that the medications are taken at

the appropriate time.

• The crew member is responsible for making

certain that the passenger is notified of

his/her stations stop.

•

Suggested Actions

• Station - If the situation occurs at a station

whether before or after the ticket has been

sold, the employee is to contact a supervisor

to determine if the passenger should be

permitted to board the train.

• On Board - If this occurs as the passenger is

boarding the train; the employee must inform

the relative that Amtrak is not permitted

to assist with any medications distribution.

If the relative insists upon continuing

boarding of the passenger, the employee

must get the Conductor who is to determine

if the passenger can be permitted to board

based upon the guidelines.

b) Passenger needs assistance from a Wheelchair to

a toilet.

• Situation - It becomes apparent that a passenger

who is on-board is not able to transfer from

their wheelchair to the toilet without assistance.

• Service Requirements

• Employees are to assist the passenger to the

restroom.

• Employees are not required to assist the

passenger once they are inside the restroom.

• Suggested Action

In this situation, the passenger is already

on-board the train when it becomes apparent

that they cannot make the transfer without

assistance. Options are limited to the following:

• Depending upon the trip length, the passenger

could be moved from Coach to an accessible

bedroom where there will be more privacy

Service Standards Manual No. 6

11-5

and grab handles which may make the

transfer easier for the passenger.

• In some cases it may be possible to solicit

assistance from other employees or passengers

to help in the transfer. It is strongly recom-

mended that if the employee provides this

assistance they have other employees in the

area to help provide support.

• If the passenger is unable to control their

bodily functions, it may be necessary to arrange

to have the passenger removed from the train.

(Refer to Chapter 7 “Policies & Procedures”,

Section 4” Conditions of Carriage”)

Feeding Passenger

•

Situation - A passenger requests that their food

be cut into bite-sized pieces and fed to them.

•

Service Requirements

• The passenger is to be offered meal service at

their seat or in Sleeping Car accommodations.

• If the passenger is blind, the menu is to be

read to them.

• If the passenger is both deaf and blind, print

on their palm.

• The passenger’s food should be prepared, as

they desire.

• If the passenger is blind, orient them to

the location of the food on the plate using

references to a clock.

• The employee is not required to cut the

passenger food and does not have physically

feed them.

•

Suggested Action

• If the passenger has limited use or difficulty

using their arms and hands, recommend

items from the menu that are easier to

handle and eat.

• If the passenger is blind, provide menu

information and how the food will be served.

Transporting Passengers with

Mobility Aids

A passenger, who uses a wheelchair, including

battery-powered wheelchairs, may choose to travel

in the chair, or transfer to a fixed seat and stow the

wheelchair. The passenger may also choose to check

the motorized chair and use a standard common

wheelchair while on-board the train.

11-6

Assisting Passengers with Disabilities

Accessible Cars

Amtrak’s accessible cars have designated locations

to accommodate people who use wheelchairs

(including scooters). There is a space for an individual

to park their “common” wheelchair. (See Part 2 in

this section “Transporting Passengers with Mobility

Aids” for details)

Superliner 34000-Series Coaches - For standards

governing the assignment of lower level seating

in Superliner 34000-Series Coaches, refer to

Chapter 8 “Accounting”, Section 1 “Train Service

Accounting Procedures”.

b) Amtrak Cascades Service - Wheelchair accessibility

to the train is only available to the permanently

attached cars located in the center of the train

consisting of the following:

• Accessible Coach, Bistro, Lounge/Diner and

Accessible Business Class Cars that contain

two hydraulic wheelchair lifts and sufficient

isle width to accommodate wheelchairs.

• The Dining Car features a special retracting

table and chair that allow wheelchair passengers

to dine with a companion.

Amtrak California Service

Known as “California Cars,” these bi-level cars

are similar in concept to the Superliner equipment

and are utilized for Capitol Corridor, San Joaquin

and some California Coastal service. Wheelchair

accessibility is available in two areas on the lower

level consisting of the following:

•

“W-Space” designation on a ticket is for a seat

space that faces a common table with a flip-up

seat. (The user can leave the seat flipped up and

park the wheelchair in this area, or fold the seat

down and transfer to it. Passengers in non-folding

motorized chairs should have a ticket designation

as “W-Space.”)

•

“X-Seats” designation on a ticket is for a seat

space in an area consisting of two seats on the

same side as the “W-Space” that face a table.

(“X-Seats” are actual fixed seats designed for

transfer by wheelchair users. The folder chair

can be stored nearby. If the passenger wants to

stay in the wheelchair en route, they should be

in the “W-Space” and not an “X-Seat.”)

Service Standards Manual No. 6

11-7

Mobility Aids

Amtrak’s accessible equipment provides access to a

variety of mobility aids. Certain accessible equipment

is not permitted on-board the train.

Common Wheelchair

• A “common” wheelchair is defined as not

exceeding 30 inches in width or 48 inches in

length and not weighing more than 600 pounds

when occupied. Battery-powered wheelchairs

are considered common wheelchairs if they

meet this definition of weight and size.

• Gas powered units are not permitted on board

the train.

b) Scooters - Scooters meeting the common

wheelchair standards of length, width and weight

are welcome on-board the train.

Segways Personal Transporters

• Personal Transporters do not qualify as mobility

assistance devices.

• Segways are not permitted in the reserved

wheelchair areas.

• Amtrak permits Segway devices in Accessible

Bedrooms.

• Segways must be “walked” onto the train,

using a lift or ramp if necessary.

• Segways do not fit within any storage area

available in any type of Amtrak passenger railcar.

• Passengers may check Segways as checked

baggage when the unit is boxed (passenger to

supply box). All weight and size requirement

apply.

d) Cane, Walkers and Other Small Mobility Aids -

There are a variety of mobility aids used by

passengers. Without exception, these types of

small mobility aids are to be permitted on-board

the train and stored carefully.

Transfer to Seat

Whenever a passenger chooses to transfer to a fixed

seat, their wheelchair or mobility aid (wheelchair,

walker, cane, etc) should travel in the same car as

the passenger and be stored as close to their seat as

is possible.

Checked Baggage (Wheelchairs, Scooters and

Segway Personal Transporters)

Passengers, who wish to check their mobility aids

may do so at no extra cost, provided they meet the

requirements of our checked baggage service. (Refer

to Chapter 4 “Baggage Handling”)

11-8

Assisting Passengers with Disabilities

Boarding, Seating and Detraining

When a railcar cannot be accessed directly from the

platform, lifts or ramps will be used to board passengers

in wheelchairs. Upon request, passengers using other

mobility aides will be permitted to use lifts or ramps

to board and detrain.

Service Requirements

On-Train and Station employees must work

together to ensure they have sufficient time when

boarding or detraining the passenger.

• Pre-Board the passenger (with the passenger’s

approval and concurrence) whenever possible.

• Coordinate the detraining process to provide

sufficient time for the passenger to prepare

and organize their personal possessions, etc.

• Assist with ramps and lifts, as necessary.

• Assist with baggage as needed.

b) Boarding and Detraining

•

Wheelchair Lifts

Many Amtrak stations (both staffed and

unstaffed) have wheelchair lifts.

• Wheelchair lifts are regularly maintained by

a vendor; however, if an employee determines

the lift is not operating correctly, the lift

must be reported to a Station Manager,

Trainmaster, Road Foreman, etc. at the end

of the trip.

• Wheelchair lifts may be used to board

passengers in wheelchairs, passengers using

walkers that are unable to sit easily, passengers

in a leg casts or passengers who are in similar

situations. In each case, the passenger must be

instructed to hold on to the guardrails while

the lift unit is in operation.

• Except in emergencies, employees should

never carry individuals with disabilities as a

means of assisting an individual to board

and detrain.

•

Superliner Ramps

All Superliner passenger cars have ramps,

which are to be used to board and detrain

passengers in wheelchairs. Whenever the ramp

is used, the employees must offer to assist

moving the passenger up or down the ramp.

Seating

• The accessible seats in Coaches are reserved

for passengers who are disabled.

• If a passenger boards the train en-route and

another passenger, who is not disabled, is

occupying the only available accessible seat,

Service Standards Manual No. 6

11-9

the seated passenger must be asked to move

and be re-accommodated.

• Superliner 34000-Series Coaches have Lower

Level seats, which can be reserved on a first

come first serve basis by any passenger.

• The train manifest lists those passengers by

name that has made reservations for the

lower level seating; including passengers

who have reserved the accessible seat.

• Passengers who have reserved the accessible

seat and wheelchair area will have one ticket

for transportation and another for the

wheelchair.

• Passengers who need assistance (whether

disabled or not) are to have the green (Keep

in Sight) “Special Assistance Seat Check”

(NRPC 3242) placed with the destination seat

check above their seat.

• The Special Assistance bedroom in the Sleeping

Cars is held in inventory for a passenger who is

disabled.

D. En Route Passenger Assistance

If a question exists as to the special needs requirements

of an individual passenger, as indicated on the train

manifest or in the reservation system, employees

may call the CNOC 24-Hour Operations Customer

Service Desk at (800) 424-0217 (select the appropriate

extension to speak with a representative covering

the territory of the system where the passenger’s trip

originated) or Amtrak’s Regional and Corporate

Medical Directors for review and resolution.

General

All Employees will:

• Assist passengers in moving about the train (e.g.,

transferring to and from wheelchairs or moving

to and from restrooms).

• Employees are not expected to help passengers

use the restroom.

• Acquaint passengers to the trains’ layout, length,

type of feature cars and location.

• Explain available services and restroom location.

• Offer to assist the passenger from an accessible

seat or bedroom to the Food Service Car.

• Offer and then provide at-seat or in-room snack

or meal service.

• Frequently check on the passenger to ensure they

are comfortable and enjoying the trip.

• Ensure that any information communicated to

passengers, reaches those who are disabled. This

11-10

Assisting Passengers with Disabilities

includes any passenger who is deaf, hard of hearing,

or who has cognitive disabilities.

• Use of the green (Keep in Sight) “Special Assistance

Seat Check” (NRPC 3242) to reminding employees

that these passengers need to be individually kept

informed.

Meals

When requested 72 hours in advance, Amtrak will

provide special meals (low salt/sugar/fat) for a

passenger. There is no additional charge for this service.

Ice

Ice for passenger insulated medicine containers

will be provided without advance notice. Passenger

medications are never to be stored in any Amtrak

refrigerators or freezers.

Oxygen

• Passengers may bring oxygen with them on-board

as long as the oxygen system meets federal safety

requirements.

• The oxygen system cannot rely solely on train-

generated power.

• Passengers using oxygen must bring a battery

back-up system.

• Amtrak is not responsible for replenishing the

passenger’s supply of oxygen.

• Amtrak does not return empty oxygen tanks to

the supplier.

• In emergency situations (unexpected delays,

derailments, etc.) contact the CNOC 24-Hour

Operations Customer Service Desk for assistance

at ATS 734-2299 or (302) 683-2299

Passengers with Medical Conditions

As with all disabilities, an individual with a medical

condition who is medically stable and whose condition

does not pose a threat to the health and safety of the

crew and other passengers shall be permitted travel

on Amtrak trains.

• An attendant provided by the passenger may be

required for the journey.

• The Conductor has the authority to prohibit

a passenger from boarding under certain

circumstances. (Refer to Chapter 7 “Policies &

Procedures”, Section 4 “Conditions of Carriage”)

Medical Certification

If the medical stability of a passenger appears

questionable to the Ticket Agent, Conductor or other

Service Standards Manual No. 6

11-11

crewmembers, a medical certificate may be required

for travel and/or another individual who is responsible

for the passenger’s medical stability must accompany

the passenger. The Conductor has the authority to

prohibit a passenger from boarding under certain

circumstances. (Refer to Chapter 7 “Policies &

Procedures”, Section 4 “Conditions of Carriage”)

Medication

• Medication cannot be stored in Food Service Cars.

• Ice can be provided to passengers to keep items

cool. (Refer to section D3 “Ice” in this chapter)

• Employees cannot administer medication or

perform other medical assistance for passengers

except as outlined in Chapter 2, “Injury, Illness

and Reporting.”

Service Animals

Service Animal vs. Emotional Support Animal

a) Service Animal - Defined by the ADA is an animal

that is individually trained to assist an individual

with a disability. A service animal is trained to do

a task for the individual with the disability.

Specifically- “any guide dog or other animal

individually trained to do work or perform tasks

for the benefit of an individual with a disability”.

(28 C.F.R. 36-104 (2004)) The key is that the animal

was individually trained to perform a specific task.

b) Emotional Support Animal (comfort animals) -

If an animal is accompanying a disabled person

simply to provide emotional support, security or

comfort; then this animal is NOT considered to

be a service animal. This animal has not been

individually trained to perform a task. Therefore,

an “emotional support” animal is NOT a service

animal. Amtrak is not required to allow this animal to

accompany a disabled individual on-board the train.

Certification or Documentation

Service Animals may or may not have certification

or documentation.

a) Passengers traveling with service animals are not

required to have special ID cards or certification

showing that the animal is a service animal.

b) There is no standardized certification or registration

indicating that an animal is a service animal.

c) Some passengers with disabilities traveling with

11-12

Assisting Passengers with Disabilities

service animals may have documentation showing

that an animal is a service animal.

d) Employees should never pet or touch a service

animal unless asked to do so by the owner.

Determining If An Animal Is A Service Animal - “Is

This Your Pet”

Physical Indicators - Look for physical indicators

on the animal. Some service animals wear harnesses,

vests, capes or backpacks. Markings on these

items or on the animal’s tags may identify it as a

service animal. The absence of such equipment

however, does not necessarily mean the animal is

not a service animal.

b) Observation - Observe the animal’s behavior.

Service animals are trained to behave properly in

public settings. For example, a properly trained guide

dog will not run around the station, bark or growl

at other passengers, or bite or jump on people.

• Some service animals provide assistance or

perform specific services.

• Service animals are not pets; they are working

animals that are specifically trained to provide

assistance for individuals who have disabilities.

• Some service animals can help a person by

pulling a wheelchair, fetching dropped items,

handling money, carrying bags, opening doors

or assisting a person with a visual impairment.

• Some service animals serve as seizure-

response/alert animals for people with seizure

disorders or alert individuals with impaired

hearing to intruders or sounds.

Is This Your Pet

Credible verbal assurances is needed from the

passenger that the animal is a service animal. The

way to do this:

• Ask the passenger, “Is this your pet?”

If the passenger responds that the animal is a

service animal and not a pet, but uncertainty

remains about the animal, you may ask

appropriate follow up questions.

• Ask the passenger, “What tasks or functions

does your animal perform for you?” or “What

has it been trained to do for you?”

The passenger must respond that the animal

acts as a guide, notifies of a seizures, etc.

Service Standards Manual No. 6

11-13

Employees may not ask the passenger what

his/her disability is or the cause of the disability.

• Although there may be a few people who try

to “beat the system” by bringing pets on-board

the train, most passengers with disabilities

claiming to have service animals really do have

service animals.

• Since access for persons with disabilities traveling

with service animals is a civil right covered

under the ADA, employees should err on the

side of caution by permitting access to passenger

areas. If the animal looks like a service animal

and the customer says it is a service animal-

welcome the animal aboard.

d) Not a Service Animal

• If an animal is determined not to be a service

animal or if the service animal poses a direct

threat to others, the animal can be denied

access to Amtrak premises.

• On the rare occasion that an animal has to be

excluded from Amtrak premises, you should

handle the situation in a polite and professional

manner.

• When an animal is excluded from Amtrak

premises while en route, the employee making

this decision must complete a “Passenger Incident

Report” (NRPC 3200) detailing the incident.

General Information

a) Service Animal in Training

• Service animals that are in training are allowed

on-board Amtrak trains.

• Service animals in training are accepted on-board

Amtrak trains and station the same as if they

were actually helping a person with a disability.

• The animal must actually be in training with a

recognized organization.

• The animal must be kept under control at all

times.

b) Access to Equipment, Stations and Other

Public Areas

• People with disabilities must be permitted

to bring their service animals onto Amtrak

premises in whatever areas customers and

passengers are generally allowed.

11-14

Assisting Passengers with Disabilities

• Passengers traveling with service animals may

not be isolated from other passengers.

• Trained service animals are allowed in all

passenger areas in our stations, trains and

Amtrak Thruway motor coaches.

Dining and Café/Lounge Car Access

• Service animals are allowed in all passenger

areas of our stations and trains (including

Dining and Café/Lounge Cars).

• FDA and Public Health rules are not a valid

justification for excluding service animals in

passenger areas of Food Service Cars.

• Passengers accompanied by service animals

who desire to eat in the Dining Car must not

be treated less favorably than other passengers

who desire to eat in the Dining Car. (For

example, passengers accompanied by service

animals may not be required to wait an inordinate

amount of time for a table if other non-disabled

passengers are not required to wait an inordinate

amount of time for a table.)

d) Denying Access

• Allergies, inconvenience and fear of animals by

other passengers are not valid reasons for

denying access to passenger areas or refusing

service to people with service animals.

• If a passenger states that he/she has allergies

or an aversion to animals, that person should

be shown to a location as far away from the

service animal as practical.

• The only time that access may be denied is if

the service animal has misbehaved in a manner,

which endangered either another passenger or

employee.

• If the reason for the problem with the animal

was created by another passenger (i.e., teasing

the animal, etc.) the animal would not be

denied access.

Type of Service Animals

There are many different types of service animals.

• Dogs, although the most common service animal,

are not the only animals used as service animals.

• Cats, monkeys, pot bellied pigs, miniature

guide horses and birds are also used as service

animals.

Service Standards Manual No. 6

11-15

Passenger Responsibility for Service Animal

• Service animals must be under the supervision

and care of their owner.

• Service animals should be under the full control

of their owners at all times. (The animal should

be on a leash or in a carrier. An exception to

this may occur when boarding or detraining.)

• The care and supervision of the service animal

is solely the responsibility of the owner.

Service Animal Relief

• The passenger traveling with a Service Animal

must be kept informed of stations stops, which

provide sufficient time to walk the animal

(applicable primarily to dogs and small horses).

The passenger must be given assistance in

detraining, and guidance as to the general area

(i.e., grass, gravel, etc.).

• If the train is operating late, provisions still

must be made for the service animals to walk

and relieve themselves. In some cases this may

mean a small delay to the train, which is to be

noted on the Conductor’s “Delay Report”.

• Employees are not required or encouraged to

provide care (including walking the animal) or

food for service animals.

h) Accommodating Service Animal

• Service animals are generally trained to sit

under their owner’s seat or at their feet.

• Service animals should not be allowed to sit in

the aisle or on seats.

• Amtrak is not required nor do we want to ask

another passenger to move or give up a space

to accommodate a service animal.

• Amtrak is not required nor do we want to deny

transportation to another passenger in order to

provide an accommodation to a passenger with

a service animal.

• Amtrak is not required to provide more than

one seat to a passenger traveling with a service

animal.

• In some cases, the service animal is too large to

fit comfortably at the passenger’s feet. In such

cases, the passenger may purchase another seat

for the service animal.

11-16

Assisting Passengers with Disabilities

Offering the Most Appropriate

Assistance

Simply being able to identify a person’s disability

does not tell you anything about that individual’s

abilities. For instance, some deaf people are verbal,

many people who are “legally blind” have some

degree of vision and some quadriplegics can walk!

So never, make assumptions. Remember to ask how

you can assist the passenger and offer that requested

assistance. Communicate clearly through each step

of the assistance process.

Ask First

The first step in assisting anyone with a disability is

to ask and listen to the response before proceeding.

Asking first shows respect and consideration for the

passenger’s needs and abilities. If the passenger is

not prepared for the assistance “you think” they

need, the employee can easily injure themselves or

the passengers. Follow the directions of the passenger,

and assist them to the degree and in the method the

passenger indicates will be most helpful.

Avoid Embarrassing Situations

It is very important that consideration be given to

the passenger who is disabled.

Passenger’s Disability

• Do ask the passenger “How may I assist you?”

while maintaining direct eye contact.

• Do Not ask for details about a passengers

disability.

b) Deaf or Hard of Hearing

• Do keep your voice at a regular conversation

level when conversing with a deaf or hard of

hearing passenger. If necessary, write out your

communications so that they can read them.

• Do Not shout to a deaf or hard of hearing

passengers.

Station Stops

• Do include in the station stop announcement

that there will be a slightly extended stop if it

is anticipated that it may take slightly longer at

a station stop to board or detrain a passenger

with a disability. That is all.

• Do Not announce that the train will be delayed

due to assisting passengers with disabilities.

Service Standards Manual No. 6

11-17

d) Assistance

• Do ask the passenger “Will you need any

assistance during the trip?” if unsure or unclear

about assistance the passenger may need.

• Do Not assume about the type of assistance a

passenger will need.

Attendants

• Do speak to the passenger with the disability.

• Do Not speak to the attendant and ignore the

passenger with the disability.

Wheelchair

• Do crouch down so that you have direct eye

contact with a passenger in a wheelchair.

• Do Not stand over the person in the wheelchair,

so that the person has to look up at you as

you speak.

• Do Not push a wheelchair, unless requested by

the passenger.

Communication

• Do keep all conversations private when

conversing with a passenger with a disability,

as with any other passenger.

• Do ask a more specific question to avoid

embarrassing references (Ask a person with a

vision disability “Would you like me to describe

our menu selections?” instead of asking, “Can

you read the menu?”)

G. Assisting Passengers with Vision

Disabilities

Approaching and Greeting

Employees are to signal their approach verbally and

identify themselves.

Leading

a) Ask the passenger if they want arm assistance. If

so, determine which side (right or left) they want

you to be positioned. If the person has a guide

animal, go to the side opposite the animal.

• Offer your arm.

• Do not take the passenger’s arm and push

them along, and never grab the arm with which

the person is holding a cane or guide animal’s

harness.

• Never grab a guide animal’s harness or in any

way interact with the guide animal.

11-18

Assisting Passengers with Disabilities

b) Inform the person about obstacles such as stairs

or revolving doors.

c) To help the person sit down, place the person’s

hand on the back of the seat/chair and state

which direction it is facing.

Attending and Assisting

a) Do not move luggage without asking first. If

permission is granted to move luggage, then tell

the passenger where their luggage will be.

b) To hand something to a passenger who has a

vision disability, place the item (e.g., ticket, bag,

etc.) directly in the person’s hand, or touch it to

their hand.

c) Do not touch the person’s cane or guide animal.

d) Information regarding obstacles, stairs, etc., must

be given through tactile (“touch”) messages, such

as a slight lifting of the arm when nearing stairs.

Meal Service

a) Assist the passenger in offering to read the menu

to the passenger.

b) Tell the passenger the prices on the menu or the

amount of sale verbally.

c) When the passenger makes a purchase, say aloud

the amount of money the passenger gave before

putting the money away.

d) Count the change out loud, as you would for any

other passenger. Identify the denomination of the

bills when you give the passenger the change, and

allow them time to fold each bill.

Parting

a) Offer to acquaint the person about the trip,

equipment or the station.

b) Ask if further assistance is needed.

c) Signal that you are leaving so the person does not

continue talking, thinking you are still there.

d) If assisting the passenger to the train, ensure they

are in their seat or accommodation and that the

employee who is working that car knows the

passenger is on-board. If assisting the passenger

to outside transportation, ensure the passenger is

fully aware of their location, and if possible

remain with the passenger until they are safety

on their way.

Service Standards Manual No. 6

11-19

Boarding and Detraining

a) Always offer assistance and advise the person to

“watch their step.”

b) When a passenger declines assistance, tell them

where the railings (grab irons) are. Also, tell them

that there is a gap between the platform and

train, and give the approximate size of the gap.

c) When a passenger requests assistance, ask how

best to assist them.

d) Offer to assist with luggage, inform the person

early of their stop and put the person in touch

with the surroundings.

Assisting Passengers Who are Deaf or

Hard of Hearing

Chances are you will not notice a person who is

deaf or hard of hearing unless the person has been

witnessed using sign language or wearing a hearing

aid. Remember, not all people who are deaf can read

lips, and those who do generally understand only

about 25% of a conversation.

Communicating Verbally

• Get the person’s attention before starting a

conversation.

• Follow the passenger’s cues to find out if they prefer

sign language, gesturing, writing or speaking.

• Eliminate noisy distractions.

• Move to a quiet place if possible.

• Position yourself to be seen, face the person, and

do not let any object obstruct the person’s view

of you.

• Do not eat, smoke, chew gum or hold your hands

in front of your mouth.

• Position yourself facing the light source to avoid

shadows on your face.

• Use gestures and facial expressions to help get

the message across.

• Use a clear and normal tone.

• Be prepared to write it down.

• Check for understanding.

• Be patient!

Be sure that on-board and station announcements

are communicated to passengers who are deaf or

hard of hearing. If needed, write the messages down.

11-20

Assisting Passengers with Disabilities

Assisting Passengers who are Deaf/Blind

Approaching

Touch him or her gently on the shoulder. The person

will then take your hand and begin signing to ask if you

are deaf. If you don’t respond, the person will assume

you do not know sign language. The person will then

offer you a pad and pen or magic marker and indicate

you should write, or the person will demonstrate how

you can print on the palm of the hand.

Printing on Palm

Printing on palm is a method of “writing” with the

fingertips on the palm of a person’s hand. Use the

fleshy part of the fingertip, not the fingernail, and

follow these guidelines:

• Always use upper-case letters (block capitals).

• Use the same reference point for each letter,

holding the person’s hand the same way each time.

• Write as large as possible.

• Use the entire palm area for each letter.

• When finished with a word, wipe it off.

Other Assistance

• Help the deaf/blind person to negotiate the station

and train.

• Touch the person gently and offer your arm.

• If the person has a guide animal, go to the side

opposite the animal and offer your arm.

• Remember that the customer cannot hear you and

information regarding obstacles, stairs, etc., must be

given through tactile (“touch”) messages, such as a

slight lifting of your arm when nearing stairs.

• Never leave a deaf-blind person standing in an

open space (Place his or her hand on a wall, post,

railing or whatever is available.)

• Do not leave the person alone too long unless

they refuse assistance.

Assisting Passengers with Mobility

Impairments

Mobility limitations are probably the most frequent

types of disabilities you will encounter. These kinds

of disabilities affect a person’s ability to move, walk,

stand, or use their hands for activities such as eating

Service Standards Manual No. 6

11-21

or drinking. Remember that people with limited

mobility have a wide range of abilities, even among

those with the same type of disability.

If assistance is requested, keep the following in mind.

• Accessible spaces must be kept free of luggage,

trash cans and food service containers.

• At-Seat meal and snack service is to be provided

to the passenger. The passenger must be provided

a tray or other hard surface for at-seat meals and

snacks.

• If the passenger requests to be transferred to the

Lounge Car en route, make the transfer at the

appropriate station stops. If single level equipment,

the station must have level boarding or a lift. If

Superliner equipment, the ramp must be used.

Self-Certification of Mobility Impairment

To self-certify a passenger for the discount afforded

disabled customers, the passenger on-board must

sign a two-part form “Self-Certification of Mobility

Impairment” (NRPC 3055) at the time tickets are

collected. (Refer to Figure 11-1) Conductors and

Assistant Conductor(s) on trains with Sleeping Cars

must have these forms available. The Conductor

keeps one signed copy for inclusion in the “Train

Earnings Reports Envelope” (NRPC 158) along with

the ticket. The passenger keeps the other copy of the

form. One form is required for an accessible bedroom.

If the passenger is traveling over several segments,

one form will be required on each train.

11-22

Assisting Passengers with Disabilities

Figure 11-1 - “Self-Certification of Mobility Impairment” (NRPC 3055)

Transferring to/from a Wheelchair

Some passengers may request assistance in transferring

to their seats in the car.

a) Plan the move. Ask the passenger how you can

assist and decide together the most comfortable

and safest way to make the move. Always transfer

the way the passenger requests; they know what

works best. Find out how much the passenger can

help, and decide if you can do it by yourself or if

you need to get help.

b) When making the move, keep your feet apart

and your back straight. Bend your knees and use

your legs. To support your back, stay close to the

passenger or chair, and tighten your stomach and

buttock muscles before and during the move.

Start slowly and stay smooth.

Mobility Pointers

• Do not touch the wheelchair without permission.

• Do not tower over or approach unannounced from

behind, to assist, a person using a wheelchair.

Service Standards Manual No. 6

11-23

• Never grab a person using a cane or crutches.

• Always ask before helping.

Maneuvering Wheelchairs

Be sure to watch for the passenger’s fingers, elbows,

knees and feet while moving the wheelchair.

Transferring the Passenger with ONE Employee

The technique described in the table, “Transferring the

Passenger with ONE Employee”, may be appropriate if

the passenger can partially support their own weight

and assist with their arms. If the passenger cannot

assist to this degree, use the technique described in

Section J “Assisting Passengers with Mobility

Impairments”, Part 6 “Transferring the Passenger

with TWO Employees” of this chapter.

Transferring the Passenger with TWO Employees

Use this technique when the passenger cannot or

prefers not to assist, or when there is room enough

only for the wheelchair to be placed in the aisle,

right next to the seat. Employees should remember

to move together, not apart. Take it easy, and do not

jerk. Use the technique described in the table titled

“Transferring the Passenger with TWO Employees”.

11-24

Assisting Passengers with Disabilities

Transferring the Passenger with ONE Employee

Step 1

• Approach the passenger and ask how you

Plan the Move

can best assist.

• Clarify what you will do and what the

passenger will do.

Step 2

• Position the wheelchair and lock the

Prepare the

wheelchair brakes.

Wheelchair and

• Remove the armrests on the wheelchair

the Seat

and seat, if needed.

• Swing foot rest on the “seat” side, out

of the way.

Step 3

• Have the passenger scoot forward and

Position Yourself

place their hands on the armrest or on

for the Move

your shoulders.

• Place your feet apart, flex your knees,

and lock your knees outside and against

the passenger’s knees.

• Bend your knees, put your arms under

the passenger’s arms, and firmly grasp

their back just below the shoulder blades.

Step 4

• Rock back and forth as you both count

Make the Move

aloud: 1...2...3...

• On the count of 3, pull back as the person

pushes off from the chair.

• Turn and lower the passenger into the

seat.

NOTE: Make sure you pivot your feet. Do not

twist your body from the waist-this can cause

injury. Take a couple of small steps toward the

seat if needed, then bend your knees and lean

back as you lower the passenger to the seat;

this will help you maintain the curves in your

back.

Step 5

• Ask the passenger if they are comfortable.

Follow-Up

• Help them scoot back or shift in the seat,

if needed.

7. Boarding and Detraining

a) Single Level Equipment

• Passengers who use wheelchairs should board

and detrain from high-level equipment to

low-level platforms using the mobile wheelchair

lift, which is raised and lowered by turning a

hand crank.

• People with other mobility impairments may

also use the lift; this includes passengers on

walker, crutches, etc.

Service Standards Manual No. 6

11-25

Transferring the Passenger with TWO Employees

Step 1

• Approach the passenger and ask how you

Plan the Move

can best assist.

• Clarify what you will do and what the

passenger will do.

Step 2

• Position the wheelchair and lock the

Prepare the

wheelchair brakes.

Wheelchair and

• Remove the armrests on the wheelchair

the Seat

and seat, if needed.

• Swing foot rest on the “seat” side out of

the way.

Step 3

• The taller, stronger employee should

Position All

stand behind the wheelchair. The smaller

Involved with

employee should be in front.

the Move

• Back Employee: Put arms under

passenger’s arms and grasp their wrists.

Front Employee: Squat with knees apart

and grasp passenger’s legs under their

knees.

Step 4

• Back Employee: Tighten your seat and

Make the Move

stomac h muscles as you call the move by

counting 1...2...3.

Front Employee: Tighten your seat and

stomach muscles.

• Use your legs to lift up. Lean forward

and straighten your legs as you lift up.

• Take one step over.

• Bend your knees and lower the passenger

into the seat.

Step 5

• Release your grasp.

Follow-Up

• Make sure the passenger is comfortable

before you leave.

b) Superliner Equipment

• Passengers traveling in Superliner equipment

will board using the ramp, which is located in

each car.

• The employee will position the ramp and ask if

the passenger requests assistance. If assistance

is given, push the wheelchair up the ramp or help

control the wheelchair as it goes down the ramp.

c) Emergency En Route

• When there is an emergency en route, it may

be necessary to transfer passengers to another

train or bus without the use of a wheelchair lift.

• If rescue teams are not present, Amtrak

employees may use the “Two-Handed Seat

Carry” or the “Fore-and-Aft Carry” to transfer

passengers. (Refer to Section 7”Boarding and

11-26

Assisting Passengers with Disabilities

Detraining”, Part 8 “Two-Handed Seat Carry”

or Part 9 “Fore-and-Aft Carry” in this Chapter)

• Remember to get the passenger’s input before

attempting the move and use the principles of

safe lifting.

8. Two-Handed Seat Carry

The two-handed seat carry is a two-person rescue

technique. If the passenger has no serious injuries

and is able to cooperate with the rescuers, they may

be placed on a two-handed seat, as shown, with the

passenger’s arms about the necks of the rescuers and

the passenger’s back supported by the employees’

free hands.

9. Fore-and-Aft Carry

The fore-and-aft carry is another two-person rescue

technique. It may be used in moving an unconscious

person, but it is not applicable when there are serious

torso injuries or other fractures.

Service Standards Manual No. 6

11-27

Assisting Passengers with Speech

Disabilities

A speech disability is any difficulty when a person

communicates verbally. This difficulty does not signify

low intelligence. A person with a severe speech

disability may travel with an interpreter, use written

notes to communicate, speak with an artificial “voice

box,” or use a “sound board,” which is controlled by

a keypad to emit a computerized voice.

When communicating with a person who has speech

disabilities:

• Give the person your full attention and do not

interrupt or finish the passenger’s sentences.

• If you do not understand what the passenger is

saying, ask them to repeat or to write it down.

• Do not say you understand if you do not understand.

• Be patient!

Assisting Passengers Who are HIV

Positive or Who Have AIDS

Generally, you will not know that a passenger has

HIV/AIDS and no particular assistance is needed.

However, in the advanced stages of AIDS, other

debilitating conditions may exist, such as limited

mobility, respiratory problems and general weakness.

Casual contact (e.g., shaking hands; hugging; sharing

restrooms, equipment, food utensils, etc.) will not

transmit HIV/AIDS.

11-28

Assisting Passengers with Disabilities

The guidelines for other passengers apply to this

passenger.

• Keep conversations private.

• Ask only general questions such as “Will you

need any assistance during the trip?”

• Offer to provide at seat or in accommodation

meal service.

• Provide services the passenger requests within the

guidelines set forth in the chapter.

M. Assisting Passengers of Short Stature

People of short stature (dwarfism) are usually no taller

than 4” 10’ in height. Be aware of reach limitations, and

help these passengers with activities such as placing

suitcases in luggage racks, boarding and detraining, and

serving the passenger at the ticket window and Lounge

Car counter.

Remember that the adult passenger of short stature

is an adult and should be treated as such, with

respect and dignity.

N. Assisting Passengers with Hidden

Disabilities

Many types of disabilities are not immediately obvious,

such as psychiatric disabilities, mental retardation,

brain injury, Alzheimer’s or epilepsy. A passenger

with a hidden disability may travel with a Service

Animal (not necessarily a dog). The Service Animal

is an accommodation and must be allowed to travel

with the passenger. Honor requests for pre-boarding.

Psychiatric Disabilities

Like any other group of people, people with psychiatric

disabilities may at times have difficulty coping with

the stresses of travel (delays, crowds and unfamiliar

locations).

• Treat the person as an individual, with respect

and dignity.

• Do not assume the person is in danger or is

dangerous to others.

• Reasonable requests may include written or repeated

instructions, detailed directions, priority boarding,

priority detraining and seating preferences.

Service Standards Manual No. 6

11-29

• Respond to requests in a calm, professional manner

(This will help the passenger cope with further

difficulties).

Tourette Syndrome

People with Tourette Syndrome may make sounds or

gestures, such as tics, they cannot control. Very few

involuntarily say ethnic slurs or obscene words.

• If a passenger with Tourette Syndrome makes

sounds during a conversation, wait for them to

finish, then calmly continue.

• The more the person tries to contain these urges,

the more the urges build up.

• Allow the person to release the buildup in a private

place, if possible.

Epilepsy

Epilepsy is a disorder of the central nervous system

that involves seizures, which are normally controlled

by medication. If a person has a convulsive seizure,

try the following:

• Remain calm, help ease the person onto the floor

on their back, and place soft material under the

head.

• Loosen clothing around the neck and gently turn

the person’s head to the side after the seizure.

• Allow the seizure to take its course, and do not

attempt to restrain the person’s movements.

• Do not expect the person to be able to communicate

during the seizure.

• Do not insert anything into the person’s mouth.

• Stay with the person until they are fully reoriented.

• Call for medical assistance if the seizure lasts more

than five minutes, if seizures occur repeatedly, or

if other injuries have occurred.

Cognitive Disabilities

Some people have cognitive disabilities, affecting

their ability to know, think, remember and learn.

Some of these are developmental disabilities, mental

retardation, learning disabilities or brain injuries.

Like other disabilities, the degree of cognitive disability

differs from person to person.

• Be alert to the way the passenger communicates

and responds.

11-30

Assisting Passengers with Disabilities

• Use simpler words, add gestures, write something

down, draw a picture or repeat yourself.

• Make sure the passenger understands. (Do not ask,

“Do you understand?”) Instead, ask the passenger

what they are going to do, using “who,” “what,”

and “where” questions.

• Again, be patient!

O. Assisting Passengers of Large or

Obese Size

Although most passengers of large size are not disabled

within the meaning of the ADA, unless their size

is due to an underlying disability, treat large size

passengers just like any other passengers and make

reasonable efforts to provide assistance with boarding,

detraining and seating, if requested.

Assistance/Wheelchair Lift

A passenger of large stature may not be able to walk

long distances and may require the use of a wheelchair.

Amtrak has wheelchairs available for passengers’

use at many stations. The passenger may be immobile

and request assistance getting on or off the train.

•

In some cases, a common wheelchair is not sufficient

for a large size or obese person. Many stations

have oversized wheelchairs with some locations

having “people movers” which can accommodate

the larger person.

•

The weight limit for Wheelchair Lifts is 600lbs,

which is for both the wheelchair and passenger.

•

Motorized wheelchairs generally weigh about

250lbs. Therefore, the passenger can weigh no

more than 350lbs to safely use the wheelchair lift.

•

If the employee has some concern that the

combined weight may exceed the 600lbs limit,

the following can be said to the passenger. “The

wheelchair lift can only accommodate a combined

weight of 600lbs for the wheelchair and passenger.

Any weight greater than 600lbs is unsafe for

both the passenger and employees.” Then ask

the passenger if their combined weight with the

wheelchair greater than 600lbs.

•

This conversation must be kept private.

Service Standards Manual No. 6

11-31

•

If you believe that an individual with their

wheelchair weighs more than 600lbs (the maximum

capacity for Amtrak’s wheelchair lift), or is so

large they will not fit on the wheelchair lift, there

may be a risk of harming the individual or the

employees operating the lift. In this situation,

Amtrak may not be able to board the passenger.

Speak with the supervisor to determine if it is

appropriate to provide service to the passenger.

•

If the passenger indicates that the combined

weight exceeds 600lbs, and the only way to board

the passenger is with the lift, the passenger can

be denying boarding.

•

If the passenger indicates that, the combined

weight is less than 600lbs and there is significant

doubt on the part of the employee, contact a

Supervisor or the Conductor.

•

If there is good reason to believe that the passenger

exceeds 600lbs and the lift is the only way to board

the passenger then boarding may be denied.

•

If assisting a large size passenger to board the train

would pose a danger to the safety of the individual

or of the employees assisting them, speak to a

supervisor and determine whether Amtrak can

safely provide service to the individual.

Seating

A large size passenger may require more than one

seat. If a passenger requires more than one seat, they

will need to purchase an additional seat (or seats) at

the applicable fare.

Discounts

When a passenger whose disability is not obvious

requests the special discount fare for passengers with

disabilities, it is appropriate for Amtrak employees to

request documentation of disability. Examples of types

of acceptable documentation are an identification card

that many transit systems provide, a membership card

for a disability organization or a letter from a doctor.

If a passenger does not request a discount, you may

not ask about their disability.

11-32

Assisting Passengers with Disabilities

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 17