Passenger Trains > Informing train passengers of delays

They following is an excerpt from a Missouri Pacific employee 
timetable from 1951.

Cheerfully offer explanation of unusual delays and pass such information to the members of the crew so they too may advise passengers. Generally speaking, passengers will gladly accept a condition which they understand,
but on the contrary are irritated when kept in ignorance.


Does Amtrak have a similar policy?  



  



Edited 1 time(s). Last edit at 01/06/22 19:14 by RDC1.

If they do, on most trips they would not follow it. Meanwhile, the natives got restless. On very few occasions I had a conductor that would let us know what was going on. It just adds to the "never again" customers.

Victor

A selection of authorized announcements for nonroutine incidents
From the Amtrak Service Standards Manual

Delay – General Delay Announcements

(Use the following announcements when explaining a delay caused by host railroads, CNOC request,
mechanical delay, etc. Make as soon as information is available, preferably before the train stops and
always within 3 minutes of when the train slows down or stops. Use the Delay Announcement Chart)

1. General Delay – Ladies and gentlemen, we have received a stop signal telling us to stop train
movement (here in XXX) due to (XXX). At this time we do not have an estimate for the length of
this delay. As soon as we receive updates, we will provide you with more information. We expect
to be here (XXX) minutes. Our Central Operations Center has been notified and will provide
information to us which I will pass along to you. We apologize for the inconvenience and thank
you for your patience. I will be back in about 5 minutes to update you (if needed).

Delay Announcement Chart (some phones are scrambling this chart. If yours does, turn it to landscape mode):

Railroad Condition                            Public Announcement

Broken Rail/Other Track Defect          Track Work Ahead
Derailment                                       Track Obstruction Ahead
Disabled Train Ahead                         Disabled Train Ahead
Dragging Equipment Detector            Required Mechanical Inspection
Equipment Defect Malfunction            Equipment Problem
Fire on Right of Way                         Fire on the Right of Way
Fire on Train                                    Mechanical Inspection
Freight Train Traffic                           Freight Train Traffic Ahead
Hot Box Detector Activation               Required Mechanical Inspection
Illness or Death Customer                 Medical Emergency On Board
Obstructed Track                             Track Obstruction Ahead
Passenger Train Traffic                      Train Traffic Ahead
Power Outage                                  Power Outage
Signal Malfunction                            Signal Problem
Single Track                                    Track Work Ahead
Slow Orders                                    Track Work Ahead
Struck Debris                                  Struck Debris
Switch Malfunction                           Track Switching Problem
Wires Down                                    Problem with Overhead Wires that Power the Train


Emergency On-Board Police Activity Announcements

(On-train employees should use the following announcements to instruct customers on appropriate
action during times of on-board police activity in an emergency situation, but only at the direction of
the Conductor.)

1. On-Board Incidents With A Police Response Announcement

Ladies and gentlemen, we will be detained (provide location if different from the time the
announcement is made) due to police activity. At this time, we do not have an estimate
for the length of this delay. We ask you to remain in your seats and please be prepared to
identify your baggage and provide photo identification if requested. We apologize for any
inconvenience and thank you for your patience.

2. Train Evacuation Where Baggage May Be Retained by Customers Announcement

Ladies and gentlemen, due to the nature of the emergency, we ask that you gather all of
your possessions and exit the train in an orderly fashion as directed by a member of the
crew. We will provide you with more information as soon as possible. Thank you for your
assistance.

3. Train Evacuation Where Baggage Must BeLeft on Train Announcement

Ladies and gentlemen, thank you for your patience and cooperation. In order to expedite
the evacuation of this train please leave your baggage on board the train and exit the train
immediately as directed by a member of the crew. Passengers on required medications are
asked to retrieve them at this time and exit the train in an orderly fashion. We will provide
you with more information as soon as possible. Thank you for your assistance.

4. All Clear Announcement

Ladies and gentlemen, the event previously mentioned, has been rectified and we have been
informed that we may proceed. We appreciate your cooperation and apologize for the
inconvenience. Once again, we thank you for your assistance.
(The ranking officer in charge of the police activity will inform the Conductor of which
announcements must be made, and at what time, in situations requiring an emergency
police response.)


En Route Trainline Door Failure Announcement
(To be made when trainline doors fail.)

Ladies and gentlemen, not all doors will be opening. We ask that you exit the train where you see
a member of the crew. Customers requiring special assistance are requested to see a member of
the train crew as they pass through the car. We apologize for the inconvenience and thank you for
your cooperation.


Fatality Announcement

Ladies and gentlemen, we have some unfortunate news to report. Our train has just struck a
trespasser. The estimated wait time is between 90-120 minutes as local officials investigate. We
will update you every 15 minutes or as soon as more information becomes available. Amtrak’s
Central Operations Center will notify the Stations ahead and update our status. Thank you for your
patience.

Additional message options (every 15 minutes)

1. Ladies and gentlemen, we continue to wait here while the investigation proceeds. I will
update you on our status every 15 minutes.

2. Ladies and gentlemen, the investigation has concluded. We will be changing crews at this time.
I will continue to update you on our status every 15 minutes.


Service Recovery Announcements for Complimentary Food & Beverage
(To be made by the Conductor.)

Acela Express and Northeast Regional Trains (Includes Boston - Newport News Service)
Announcements

• Train standing in one location for minimum of 30 minutes with non-operational HEP:

Ladies and  gentlemen, we will continue to keep you apprised of our situation as it develops.
In the meantime we have a limited number of complimentary “Snack Packs” and bottled water
available in the Café/Lounge Car for those who need some type of refreshment. We are also
continuing the sale of our standard Café/Lounge items as best as we are able. But please
remember, without power, we cannot serve coffee, hot tea, or other food items requiring
heating. Again, we apologize for this inconvenience and delay. We will provide you with
updated information as soon as we receive it. Please let a member of the crew know if there
is anything we can do to provide you with needed assistance.

• Train standing in one location for a minimum of 90 minutes with operational HEP:

Ladies and gentlemen, at this time the Café/ Lounge Car is offering complimentary “Snack
Packs” and bottled water for those who are in need of some modest refreshment. The Café
also remains open and is offering our standard menu items for sale. We apologize for this
inconvenience and delay, and we will provide you with updated information as soon as we
receive it. Please let a member of the crew know if there is anything we can do to provide
you with needed assistance.


Amtrak Cascades, Heartland Flyer, Ethan Allen, Vermonter, Pennsylvanian, Niagara Falls
Trains, Midwest and Pacific Surfliner Corridor Announcements

• Train standing in one location for minimum of 1 hour with non-operational HEP:

Ladies and
gentlemen, at this time the Café is offering complimentary “Snack Packs” and bottled water
for those who are in need of some modest refreshment. The Café also remains open and
is offering our standard menu items for sale. But please remember, without power, we cannot
serve coffee, hot tea, or other food items requiring heating in their preparation. We apologize
for this inconvenience and delay, and we will provide you with updated information as soon as
we receive it. Please let a member of the crew know if there is anything we can do to provide
you with needed assistance.

• Train is over 3 hours late and is moving with operational HEP:

Ladies and gentlemen, we will continue to keep you apprised of our situation as it develops.
In the meantime we have a limited number of complimentary “Snack Packs” and bottled water
available in the Café Car for those who need some type of refreshment. We are also continuing
the sale of our standard Café items. Again, we apologize for this inconvenience and delay.
We will provide you with updated information as soon as we receive it. Please let a member
of the crew know if there is anything we can do to provide you with needed assistance.

Significant Service Failure Announcement

(To be made in situations where a significant number of customers are affected, such as the blanking
of a feature car, etc.)

Ladies and gentlemen I’ve notified our Operations Center of our circumstances and your
inconvenience. Customer Relations will have these details and accept calls related to this trip.
You may call 1-800-USA-RAIL Monday through Friday 7 am to 12 midnight, Eastern Time, and
ask to speak with a Customer Relations representative. Please have your ticket receipt from this
train available when you call. We apologize again for this inconvenience.



Edited 2 time(s). Last edit at 01/07/22 08:17 by GenePoon.

I've been on Amtrak trains where any delay's are well explained although not to the detail in the manual. On others there is never any information even for serious incidents. On the Builder we hit a jogger (isn't that what the tracks are for) and were never told anything until the amb medics  and police finished their work. Those of us at the rear of the train saw the body laying beside the tracks. Those up front had no idea. Again, there should be a  consistent policy on reporting delays as accurate as possible. I've been in Europe where delays as little as 10 minutes are explained and apologized for. 

When possible, I bring a scanner and an earpiece whenever I ride Amtrak. It's the best way to stay informed. 

ctillnc Wrote:
-------------------------------------------------------
> When possible, I bring a scanner and an earpiece
> whenever I ride Amtrak. It's the best way to stay
> informed. 

Same here, but it sucks when you explain something to someone and they don't buy it even when you don't use railroad terminology!