Random act of kindness or just lucky?

[diesteldorf]

Recently, I took my brother and sister-in-law to CHI. They had never been to CHI or ridden Amtrak. We had a great weekend, but it could've been worse.

I purchased the tickets for La Crosse to CHI since I didn't I wasn't sure if they would board in Tomah or La Crosse. Since I was using a "Buy one Get one free" coupon the cost difference was negligible. When I got on, I gave all 3 tickets to the conductor and explained that 2 people would be boarding in Tomah, WI without any tickets. This was no problem and they were easily able to find me and get situated.

When the train arrived in Milwaukee, the conductor made his usual announcements about not straying too far or going into the station. I told them the train stopped quickly but told them they could step off and look around the platform. I was also very tired and spent a good portion of the trip dosing off...

About 30-45 minutes later, the conductor tapped me on the shoulder and told me that my brother and his wife had missed the train. Apparently, the station agent in Milwaukee had radioed him when my brother mentioned that I was on the train and that I knew <Insert conductor's name>. The conductor realized immediately who they were and advised the station agent in Milwaukee. This was great since I had all the ticket stubs and my brother and his wife had no real proof they were even on the EB originally.

As a result, my brother and his wife were allowed to catch the next Hiawatha with no ticket and arrived in CHI 30 minutes after me. We were still able to catch our metra train and had a food laugh on the way to our hotel.

Before my brother and his wife arrived in CHI, the conductor told me that they would be riding the next Hiawatha at no cost. I thanked him and he told me that this sort of thing happens all the time and customers are always allowed to catch the next Hiawatha to CHI when this happens.

Now, since it was their fault for missing the train, I wouldn't have been surprised if Amtrak made them pay for another ticket. But, from a customer service standpoint, I applaud Amtrak.

I am wondering if anyone knows if Amtrak has an official policy regarding situations where a passenger gets off the train and misses reboarding?

If someone on the NEC is ticket from BOS to DC on a regional and they step off for a smoke in NYC, can they board the next regional to DC at no charge? What if someone steps off a Surfliner, can they board the next one?

Of course, things get even more sticky when there is only one train going to a certain location every 24 hours.

If they had missed our return train, that would've been a real problem, but they chose not to get off.

 

[daveyb99]

Unofficially, I would guess AMTRAK would provide space available accommodations on the next train should you fail to re-board. I know on the one-a-day Texas Eagle, the conductors are very clear to make an announcement - DO NOT MISS REBOARDING.

They were very very lucky (in my opinion) that the station staff and conductors could conform ticketing and coordinate ongoing transportation. Imagine what would have happened if that did not happen or it was an unstaffed station. I would have bet another ticket would have been purchased.

 

[Everydaymatters]

Chris, good things happen to good people. Everyone who knows you, knows you are good people .

 

[WhoozOn1st]

Well and good that things turned out okay, but what was the story on missing the train in the first place, after an announcement and personal advice?

 

[BlueJeanGirl]

The official policy is if you are on the train, you must have a ticket.

If you plan before your trip to have a layover, you must be ticketed for that - every time you get off the train to get on another one, you must have a ticket.

If you miss your train because you step off to smoke, stretch, tap dance, stand on your head, or any other activity, and miss your train, you must have a ticket for the next train.

Please do not exit a Surfliner unless it is your destination. Station stops are brief, and most Surfliner conductors make that announcement multiple times during the trip.

You and your family were the recipients of some very nice, very kind conductors and station staff, who were in violation of several Amtrak policies.

Travel light!

~BJG

edit: I understand this sounds high-handed and snarky, which is absolutely not my intent; I don't know a single conductor who hasn't carried a passenger at no charge (I've done it!), but the policy is that if you exit the train, you need a ticket for the next one.

I am wondering if anyone knows if Amtrak has an official policy regarding situations where a passenger gets off the train and misses reboarding?
If someone on the NEC is ticket from BOS to DC on a regional and they step off for a smoke in NYC, can they board the next regional to DC at no charge? What if someone steps off a Surfliner, can they board the next one?

Of course, things get even more sticky when there is only one train going to a certain location every 24 hours.

If they had missed our return train, that would've been a real problem, but they chose not to get off.

 

[diesteldorf]

Well and good that things turned out okay, but what was the story on missing the train in the first place, after an announcement and personal advice?

It was their 1st time on Amtrak and I guess they were confident they could make it back on time. My brother actually went in to the Milwaukee depot to use the bathroom and I really don't understand that, but I don't think they realized that with the train being late, the stop would be shortened. When we stopped in Milwaukee on the way back, my brother even commented that we were stopped for much longer. But, of course at that time, the train was right on time.

 

[diesteldorf]

The official policy is if you are on the train, you must have a ticket.
If you plan before your trip to have a layover, you must be ticketed for that - every time you get off the train to get on another one, you must have a ticket.

If you miss your train because you step off to smoke, stretch, tap dance, stand on your head, or any other activity, and miss your train, you must have a ticket for the next train.

Please do not exit a Surfliner unless it is your destination. Station stops are brief, and most Surfliner conductors make that announcement multiple times during the trip.

You and your family were the recipients of some very nice, very kind conductors and station staff, who were in violation of several Amtrak policies.

Travel light!

~BJG

edit: I understand this sounds high-handed and snarky, which is absolutely not my intent; I don't know a single conductor who hasn't carried a passenger at no charge (I've done it!), but the policy is that if you exit the train, you need a ticket for the next one.

Thanks for the comment.

Didn't sound snarky at all. I just took it as authoritative and from someone who knows actually policy, I sure don't.

I was very pleased at the outcome and that my brother and his wife were able to arrive into CHI only 30 minutes late.

It was equally appreciative that the conductor was able to help me with the luggage so I could have it waiting in the metro lounge when they arrived.

During the time waiting, I was able to purchase all of the metra tickets and wait at #19 for the train to come in. We were able to enter the metro lounge together, pick up the bags and head over to track #8 to catch BNSF with even a few minutes to spare.

I thanked the conductor a couple times and he reiterated that it happens all the time and that many passengers get left in Milwaukee. He said that we were treated no differently and that the Milwaukee agents are used to putting people on the Hiawathas at no charge when they get left. I didnt't question it.

It's also nice to know that many conductors have transported people at no charge depending on the circumstances.

I normally will purchase a ticket from La Crosse to Glenview on the EB and catch the Hiawatha the rest of the way into CHI since it's an easy way to earn double points at no charge. However, there have been times when the EB will lose time and be running significantly late. There have been times when I've asked the conductor if I can ride straight through even though I am ticketed only to Glenview on the EB. Each time I've been given the OK.

Just sharing to let people know that I've also been the recipient of some kind conductors in the past. Though riding from GLN to CHI for free and Milwaukee to CHI for free on a different train are not entirely the same.

 

[DET63]

Well and good that things turned out okay, but what was the story on missing the train in the first place, after an announcement and personal advice?

It was their 1st time on Amtrak and I guess they were confident they could make it back on time. My brother actually went in to the Milwaukee depot to use the bathroom and I really don't understand that, but I don't think they realized that with the train being late, the stop would be shortened. When we stopped in Milwaukee on the way back, my brother even commented that we were stopped for much longer. But, of course at that time, the train was right on time.

Going eastbound, isn't EB #8's stop in MKE a D stop, meaning that the train stops only long enough to drop off its passengers and then goes, whether it's early, late or on-time? Westbound, #7 has to dwell at least until its posted departure time.

 

[Green Maned Lion]

edit: I understand this sounds high-handed and snarky, which is absolutely not my intent; I don't know a single conductor who hasn't carried a passenger at no charge (I've done it!), but the policy is that if you exit the train, you need a ticket for the next one.

Not at all. I'd rather know for sure the harshest policy. I know that a lot of the time Amtrak crew are more lenient then policy is supposed to allow, but I would rather know the pure end of it so I don't have to rely on not getting one of the Amtrak crew that are either mean or extremely rigid.

The only time I've stepped off the train beyond walking around in front of a boardable car was when the scheduled departure was more then 30 minutes off- like in Indianapolis or Albany.

Actually, I remember getting off the Cardinal at like 4:30 in the morning to look at the old IUS across the street longingly, and my girlfriend Audrey noticed the all-night White Castle and started trying to get me to go over there and buy her some hamburgers. And I informed her that I promised I'd take her to White Castle when we got home- i HATE white castle. Because I might have an hour and half until the train departs but I'd be worried until I got right back on the train- which is what I did.

 

[BlueJeanGirl]

Thanks for that.

It sounds like you were treated very well, which the company likes to hear if you are so inclined.

I'm glad everything worked out for you.

Travel light!

~BJG

Thanks for the comment.Didn't sound snarky at all. I just took it as authoritative and from someone who knows actually policy, I sure don't.

I was very pleased at the outcome and that my brother and his wife were able to arrive into CHI only 30 minutes late.

It was equally appreciative that the conductor was able to help me with the luggage so I could have it waiting in the metro lounge when they arrived.

During the time waiting, I was able to purchase all of the metra tickets and wait at #19 for the train to come in. We were able to enter the metro lounge together, pick up the bags and head over to track #8 to catch BNSF with even a few minutes to spare.

I thanked the conductor a couple times and he reiterated that it happens all the time and that many passengers get left in Milwaukee. He said that we were treated no differently and that the Milwaukee agents are used to putting people on the Hiawathas at no charge when they get left. I didnt't question it.

It's also nice to know that many conductors have transported people at no charge depending on the circumstances.

I normally will purchase a ticket from La Crosse to Glenview on the EB and catch the Hiawatha the rest of the way into CHI since it's an easy way to earn double points at no charge. However, there have been times when the EB will lose time and be running significantly late. There have been times when I've asked the conductor if I can ride straight through even though I am ticketed only to Glenview on the EB. Each time I've been given the OK.

Just sharing to let people know that I've also been the recipient of some kind conductors in the past. Though riding from GLN to CHI for free and Milwaukee to CHI for free on a different train are not entirely the same.

 

[BlueJeanGirl]

Aww...you're a good man, GML. I've never had White Castle, but I understand they're rather addictive

Again, most of us have carried someone at no charge, whether it's to their destination (because they got off and didn't get back on) or back to their destination (because they missed their stop and we were the next train back.)

Travel light!

~BJG

Not at all. I'd rather know for sure the harshest policy. I know that a lot of the time Amtrak crew are more lenient then policy is supposed to allow, but I would rather know the pure end of it so I don't have to rely on not getting one of the Amtrak crew that are either mean or extremely rigid.
The only time I've stepped off the train beyond walking around in front of a boardable car was when the scheduled departure was more then 30 minutes off- like in Indianapolis or Albany.

Actually, I remember getting off the Cardinal at like 4:30 in the morning to look at the old IUS across the street longingly, and my girlfriend Audrey noticed the all-night White Castle and started trying to get me to go over there and buy her some hamburgers. And I informed her that I promised I'd take her to White Castle when we got home- i HATE white castle. Because I might have an hour and half until the train departs but I'd be worried until I got right back on the train- which is what I did.

 

[zoltan]

It's nice to hear this story! It proves the case both in the states and in England, where I spend about eleven twelfths of the year, that the experience of train travel is very dependent on the individual members of staff responsible for your journey, and I find that for every member of staff that finds you in a sticky situation and does everything he can to help, there's another who belts out "Amtrak Policy", "National rail conditions of carriage", etc., etc., to whenever you do something which technically you shouldn't have done.

I remember there were a number of people boarding the Adirondack in upstate NY at various points last time I caught it, who didn't have a reservation but indicated their willingness to pay cash for their journey, and the conductor told them "You really should have a reservation... but as it's the only train, we'll accommodate you", or something along those lines. I'm sure that very much breaches policy in many ways.

I wonder how Amtrak deals with staff who put pragmatism and helping the customer before policy.

 

[OlympianHiawatha]

Although advertised as "Reservation Only" the Heartland Flyer will take walk ups at high bucket, but the Conductors usually inform the pax they can save money by making an advance res. But since FTW is the only manned station on the route, I cannot see them turning down business along the route.

 

[saxman]

When I work the station in Dallas, almost everyday we get a late comer that missed the train. I'm not sure what the agents do about ticketing on the next days train. If they can give them the same bucket or if they have to pay a higher fare. Over the last year the Eagle has had better than 95% on time performance, lots of guys show up to the station late thinking its going to be late. Or the other day at noon, a couple walked up the ticket counter and told me they were there for the 11:50 AM train. I had to ask them what time it was. :lol: Luckily for the passengers that miss the Southbound in Dallas can just catch the TRE and be in Fort Worth a good 30 minutes before 21 leaves there. Not so much going toward Chicago.

It kind of baffles me that some people don't realize the trains actually run on a schedule. I had one lady get off in Dallas and walked all around downtown Dallas, visiting the fountains and Dealey Plaza, and came back at about 12:15 to ask why isn't the train here?? Lucky for her, I put her on the TRE to FTW. I've heard of people going to catch a taxi in Reno to go gambling. Do they really think the train is going to be there for 2 hours??

 

[zoltan]

When I work the station in Dallas, almost everyday we get a late comer that missed the train. I'm not sure what the agents do about ticketing on the next days train. If they can give them the same bucket or if they have to pay a higher fare. Over the last year the Eagle has had better than 95% on time performance, lots of guys show up to the station late thinking its going to be late. Or the other day at noon, a couple walked up the ticket counter and told me they were there for the 11:50 AM train. I had to ask them what time it was. :lol: Luckily for the passengers that miss the Southbound in Dallas can just catch the TRE and be in Fort Worth a good 30 minutes before 21 leaves there. Not so much going toward Chicago.
It kind of baffles me that some people don't realize the trains actually run on a schedule. I had one lady get off in Dallas and walked all around downtown Dallas, visiting the fountains and Dealey Plaza, and came back at about 12:15 to ask why isn't the train here?? Lucky for her, I put her on the TRE to FTW. I've heard of people going to catch a taxi in Reno to go gambling. Do they really think the train is going to be there for 2 hours??

Wow, I hadn't realised it got quite so ridiculous! It always astounds me how many idiots there are in the world.

I suppose that's what happens when the railway stops being in peoples' minds as a serious mass people-moving system.

 

[chuljin]

stretch, tap dance, stand on your head, or any other activity

*ugh*knowing eyeroll* of all the things to quote.

 

[zephyr17]

When I work the station in Dallas, almost everyday we get a late comer that missed the train. I'm not sure what the agents do about ticketing on the next days train. If they can give them the same bucket or if they have to pay a higher fare. Over the last year the Eagle has had better than 95% on time performance, lots of guys show up to the station late thinking its going to be late. Or the other day at noon, a couple walked up the ticket counter and told me they were there for the 11:50 AM train. I had to ask them what time it was. :lol: Luckily for the passengers that miss the Southbound in Dallas can just catch the TRE and be in Fort Worth a good 30 minutes before 21 leaves there. Not so much going toward Chicago.
It kind of baffles me that some people don't realize the trains actually run on a schedule. I had one lady get off in Dallas and walked all around downtown Dallas, visiting the fountains and Dealey Plaza, and came back at about 12:15 to ask why isn't the train here?? Lucky for her, I put her on the TRE to FTW. I've heard of people going to catch a taxi in Reno to go gambling. Do they really think the train is going to be there for 2 hours??

Desert Wind regularly left people in Las Vegas when it ran, too. Even if the train has really LOOOONG stops, like the Sunset in San Antonio when on time, I may wander around in the immediate area, but never go too far from the train.

 

[dlagrua]

You had the tickets and the conductor saw them. The physical proof was produced. This info could be easily relayed to any point in the Amtrak system. Also the tickets are in the computer system and can easily be accessed. While the Amtrak people were lenient and nice in their application of the rules, they knew very well that paid tickets were purchased for their trip. If they were rigid about the rules your brother and sister in-law could have been forced to buy another ticket but I'm glad that it worked out. Most of the onboard staff on Amtrak trains are nice.

 

[alanh]

Although advertised as "Reservation Only" the Heartland Flyer will take walk ups at high bucket, but the Conductors usually inform the pax they can save money by making an advance res. But since FTW is the only manned station on the route, I cannot see them turning down business along the route.

It's policy that if a station isn't staffed you can buy the tickets from the conductor, either with an advance reservation or on the spot. The "reserved" term means that they guarantee you a seat if you have a ticket, not that it has to be reserved in advance.

However, you do run the risk of the train being sold out if you wait.

 

[Trogdor]

What's with folks resurrecting long-dead threads?

 

[PetalumaLoco]

What's with folks resurrecting long-dead threads?

Didn't you hear? The internet is full.