Sleeping car attendant duties...

[Guest_Meme_*]

Is it becoming the norm for sleeper car passengers to set up their own beds?

We recently traveled on the Empire Builder from Chicago - Portland, in a roomette. Our attendant dropped early by early on to introduce himself and to acquaint us with features of the roomette and to tell us about location of the shower, toilets, dining car, etc., etc. He didn't mention the bed set-up, nor did we think to ask at the time - we assumed that he would come around later and ask when we wanted the service.

Well ... as time marched on, and 10:45 rolled around, we finally took looked at the instructions and did it ourselves. (My DH, a card-carryin' liberal Dem, is uncomfortable calling for a personal service if he's capable of handling it, which is why we didn't call the attendant. Had the attendant offered the service up front, we would have arranged the time with him -- which is what we did on another leg of our cross-country trip. But I digress.)

It wasn't a big deal, since Amtrak provides the instructions for doing the set-up. And since they do, I wondered whether it represented a general move toward less individualized service all the 'way round. Our attendant did keep the coffee urn filled, provide a filled ice chest near the urn (but didn't indicate it was for passenger use, so we weren't sure at first), put cartons of juice near the coffee station, and other such tasks (towels in shower, etc.). But we didn't see much of him except at the beginning and end of the trip.

This is a long story about a small deal - but I'm just curious about others' experiences and opinions on this. (And yes, we did tip him at the end for the things he took care of, but less than we would have otherwise.) What do others think about this?

 

[AlanB]

Amtrak AFAIK is not moving towards a practice where upon it is the passenger's responsability to put down their own beds. That is still one of the primary duties of a sleeping car attendant. I'm not sure why he didn't come by, and you guys should have either pushed the call button or went looking for him. I would certainly have decreased, if not eliminated his tip for that lack of service.

He's also responsible for putting the beds back up and changing the sheets and blanket before the train arrives at its ultimate destination.

Now that said, I've done the beds myself on occasions just becuase I know how to do them and can do so quite easily. But that's just my preference sometimes as I often go to sleep late.

But again, your attendant was responsible for putting those beds down. Next time hit that call button! And take names and report them if they don't do it and don't offer to do it.

 

[Konrad]

Is it becoming the norm for sleeper car passengers to set up their own beds?
We recently traveled on the Empire Builder from Chicago - Portland, in a roomette. Our attendant dropped early by early on to introduce himself and to acquaint us with features of the roomette and to tell us about location of the shower, toilets, dining car, etc., etc. He didn't mention the bed set-up, nor did we think to ask at the time - we assumed that he would come around later and ask when we wanted the service.

Well ... as time marched on, and 10:45 rolled around, we finally took looked at the instructions and did it ourselves. (My DH, a card-carryin' liberal Dem, is uncomfortable calling for a personal service if he's capable of handling it, which is why we didn't call the attendant. Had the attendant offered the service up front, we would have arranged the time with him -- which is what we did on another leg of our cross-country trip. But I digress.)

It wasn't a big deal, since Amtrak provides the instructions for doing the set-up. And since they do, I wondered whether it represented a general move toward less individualized service all the 'way round. Our attendant did keep the coffee urn filled, provide a filled ice chest near the urn (but didn't indicate it was for passenger use, so we weren't sure at first), put cartons of juice near the coffee station, and other such tasks (towels in shower, etc.). But we didn't see much of him except at the beginning and end of the trip.

This is a long story about a small deal - but I'm just curious about others' experiences and opinions on this. (And yes, we did tip him at the end for the things he took care of, but less than we would have otherwise.) What do others think about this?

On my return trip on the Zephyr San Francisco - Chicago in March I had to make up my bedroom on three of the four nights. I like to turn in early on a train as there isn't much to do after sunset and the current practice of having the sleeping car attendant work in the diner is a real problem if you like to turn in during meal times. From the repeated ringing of call bells I suspect that I wasn't the only one waiting for service.

Being a practical type (no instructions in the bedrooms) I was able to work out how to convert my room myself. At the end of both trips I tipped accordingly - which is unfortunate for the staff because they didn't create the staffing arrangements.

 

[Green Maned Lion]

I don't think the SCAs would want to have Amtrak encourage that anyway. They wouldn't enforce the policy. Why? Well, if they don't, then you don't need an attendant in every car (its questionable in some peoples minds already) and you can consolidate the work force. Meaning, they get canned.

I've made up my share of sleepers, usually because I often go to sleep very very late (2 AM and later) and I don't want to bother the attendant during one of his few opportunities to take a nap to do something I am quite capable of doing. But usually they ask, and I tell them not to bother. Or, since I now travel with Audrey, I have them do it when I go to dinner, and don't go back to my room until I waddle, stumble, and try really hard not to bang against anyone's walls as I drunkenly stagger back to my room. I think I've mastered the concept of being drunk on a moving train, but I'm not sure.

 

[WhoozOn1st]

Once had a sleeper attendant - won't mention name or train - who I considered an extremely lazy worker. Almost never around, and almost never to be found. Finally located the guy, and asked if he would do the bed thing around 9:30 p.m. "I don't do anything after 9." "Fine, then do it now, please." Never seen such grudging behavior on the part of a sleeper attendant before or since. No tip for that dude. Almost always a good tipper, but that kinda crap just doesn't fly.

 

[Konrad]

I don't think the SCAs would want to have Amtrak encourage that anyway. They wouldn't enforce the policy. Why? Well, if they don't, then you don't need an attendant in every car (its questionable in some peoples minds already) and you can consolidate the work force. Meaning, they get canned.
I've made up my share of sleepers, usually because I often go to sleep very very late (2 AM and later) and I don't want to bother the attendant during one of his few opportunities to take a nap to do something I am quite capable of doing. But usually they ask, and I tell them not to bother. Or, since I now travel with Audrey, I have them do it when I go to dinner, and don't go back to my room until I waddle, stumble, and try really hard not to bang against anyone's walls as I drunkenly stagger back to my room. I think I've mastered the concept of being drunk on a moving train, but I'm not sure.

I find alcohol actually aids movement around the train - just go with the roll.

 

[Walt]

From my experience, the attendant usually converts the room to nighttime while you are at dinner, and converts the room back to daytime while you are at breakfast.

I guess if your attendant is busy, and doesn't notice you leaving to eat, this might not happen. Though, a quick stop at the attendant's room while going to the dining car, could help this to happen more smoothly.

While the attendant is indeed responsible for this service, the passenger does have to be reasonable, and by that, let him know "when". The attendant doesn't have ESP.

 

[Guest]

My experience: long distance trains during daylight.

Some attendants ask when you get on the train or at least once. This might be because it IS the sleeper car.

One asked approximately every hour and I finally asked him, "and exactly where would I sit". Silence.

"But again, your attendant was responsible for putting those beds down. Next time hit that call button! And take names and report them if they don't do it and don't offer to do it."

Alan, do you ever vary that standard based on circumstances? I disagree with you on the "report it", for a bed.

 

[Bill Haithcoat]

My experiences have been rather uniform.

I have never had an attendant balk about bringing the bed down.

And I always have a 6 a.m. wake up call, so they tend to know that I have left my room for braakfast. Thus, 99.99% of the time the bed is made up when I return from the diner. I usually try to say "hello" to them so they will see me walking off to the diner for sure.

The only beds I have ever brought down myself were the old-style roomettes in the "old" cars which Amtrak later came to call "heritage". That bed was so simple they actually sort of expected you to do it yourself after they showed you how. At that, though , they still normally had the room made up again when I returned from breakfast.

I've had my share of sorry, sorry attendants, but never on that particular score.

 

[Larry H.]

I would say that of the Sleepers I have been in the past two years that most have had pretty good service. One on the Empire Builder had a trainee which seemed to give the regular attendant an excuse to disappear the whole trip. I am afraid its just a sign of the times that service is no longer considered a fact of life with first class or sleeper travel. Considering the way people today avoid doing anything they don't want too, it seems that the majority of sleeping car attendants give it a pretty good try. I will say that the ones that give anything resembling old fashioned Pullman type service is a real rarity. Normally you get bare bones service.. Making the bed, some keeping the coffee urn filled. Its a rare attendant that offers you something or ask if you want something any more. I get particularly aggravated at those that take the stack of morning papers and just toss them on top of the trash can in the hall. Some will put it on your seat as they indeed should, or if they don't have too, its a least a slight feeling of someone trying to do some token bit of service. That seems to be about it now. Gone is the shoe shine which used to happen every night in the old days: Taking charge of your luggage boarding and detraining: Asking if you wished something from the diner such as soda brought to your room; Seeing that the restrooms and and car remained spotless; Brushing off you off, literally on detraining; and just plain acting like they are there to be of service should you wish some.. Usually after the beds are made most attendants seem to disappear!

 

[had8ley]

My experiences have been rather uniform.
I have never had an attendant balk about bringing the bed down.

And I always have a 6 a.m. wake up call, so they tend to know that I have left my room for braakfast. Thus, 99.99% of the time the bed is made up when I return from the diner. I usually try to say "hello" to them so they will see me walking off to the diner for sure.

The only beds I have ever brought down myself were the old-style roomettes in the "old" cars which Amtrak later came to call "heritage". That bed was so simple they actually sort of expected you to do it yourself after they showed you how. At that, though , they still normally had the room made up again when I returned from breakfast.

I've had my share of sorry, sorry attendants, but never on that particular score.

Bill;

Unfortunately I've witnessed first hand an attendant telling an 85 year old lady that it was his meal period and he would get to her when he returned. I walked across the hall and made the bed. Surprisingly, the attendant must have had espn, or something like that, because he never returned to check on her (she told me no one knocked on her door at breakfast the next morning and she had all the shades drawn.) I would think that there would be a liability issue here Bill if you got your hand or arm stuck letting down the upper bunk. I would like to know Amtrak's written policy~ perhaps OBS gone freight can fill us in.

 

[Rafi]

Last September I met the best Sleeping Car attendant I've ever had, hands-down. His attention to detail, his candor, professionalism, and service were and have been unparalleled in my time on Amtrak LD services. Heck, I don't even mind mentioning his name—it was Dan, and he was in the Portland sleeper on the Empire Builder.

Anyway, the reason I bring it up is because he was ADAMANT that his guests (and yes, he called us and treated us as paying guests) not touch the beds for both liability reasons and because he wanted to make sure to bring extra pillows and blankets upon request. He was also adamant that we use the call button to summon him at any point and to not yell down the corridor. The guy is a class act.

-Rafi

 

[Guest]

Quick poll

My experiences are almost 180 from most of yours.

Are you tipping (and adequately) when you first get on so that they know you're expecting a little higher service? I do, EVERY time. AND, since they're not mind readers and my mood or expectations may vary, I let them know upon first encounter what I'd like during the trip. To one, I said, "I'm low maintenance, if I need you I'll come get you". In return I usually get frequent checks (depending on number of other passengers), luggage help, delivery of newspapers, conversational visits, ice refills, "can I get you anything" questions. They also inform about their "out of service" times and locate me within the diner to tell me how close to my stop the train is.I also believe that if I needed help with appearances, I'd get it. There's not a uniformity in their offerings but it suits me.

Try upping your tip and spelling out your expectations, up front.

 

[had8ley]

Last September I met the best Sleeping Car attendant I've ever had, hands-down. His attention to detail, his candor, professionalism, and service were and have been unparalleled in my time on Amtrak LD services. Heck, I don't even mind mentioning his name—it was Dan, and he was in the Portland sleeper on the Empire Builder.
Anyway, the reason I bring it up is because he was ADAMANT that his guests (and yes, he called us and treated us as paying guests) not touch the beds for both liability reasons and because he wanted to make sure to bring extra pillows and blankets upon request. He was also adamant that we use the call button to summon him at any point and to not yell down the corridor. The guy is a class act.

-Rafi

I had Dan and it was certainly a treat to be handled with kid gloves. Poor Dan~ I had him westbound (I got off in MSP)and the BN had a derailment west of Minot. They turned the train (actually ran around it) so that the engines were right next to the Portland sleeper heading back to Chicago. Poor Dan was almost by himself as the smoke from the engines was almost unbearable and the pax either camped out in the Sightseer lounge or made long meal periods in the diner. I went back to see Dan as I wasn't (fortunately) in his car eastbound and could barely stand the fumes. Like a real trooper Dan said, "At least we'll be getting home earlier."

 

[Ed]

I had Dan a few weeks ago Westbound on the EB. He made the attendant I had Eastbound look like he was a rookie. Dan was truely a class act. The differences between Dan and the Eastbound attendant were night and day. And he always was so calm and relaxed. He made our trip (first ever on AMTRAK) a great experience. He was tipped accordingly.

 

[Brahmama]

I had Dan a few weeks ago Westbound on the EB. He made the attendant I had Eastbound look like he was a rookie. Dan was truely a class act. The differences between Dan and the Eastbound attendant were night and day. And he always was so calm and relaxed. He made our trip (first ever on AMTRAK) a great experience. He was tipped accordingly.

Wow! What good experiences with Dan. Maybe he'll get transfered to the Texas Eagle, Capitol Limited, or the Crescent in September so I can enjoy his attentions as well! I need to pull up my old trip reports and see if I had him on the EB way back when. We had some good experiences as well, anyway I can't remember any bad ones. Well, one, I had a wee bit too much wine on the Coast Starlight (?) at a wine and cheese function and left the purchased playing cards and some other items in the Lounge car and just plain forgot about them until we detrained in Seattle. But that was *my* fault and nothing to do with an attendant.

hmm, I'll insert a question here to save making another post.

We always carry wine with us onboard to enjoy in our sleeper. Does Amtrak provide wine glasses or should we bring our own?

 

[wayman]

Last September I met the best Sleeping Car attendant I've ever had, hands-down. His attention to detail, his candor, professionalism, and service were and have been unparalleled in my time on Amtrak LD services.

Call me crazy, but I think it would actually make for a very enjoyable job to be a sleeping car attendant and "do it right". Do things the old fashioned way as much as possible, and should think many passengers would notice and be delighted. Yes, it's more work, but I should think the smiles would be worth it. But I don't think most people think that way.

 

[wayman]

We always carry wine with us onboard to enjoy in our sleeper. Does Amtrak provide wine glasses or should we bring our own?

On the SWC last fall, I ordered a half-bottle of wine for my first dinner, and didn't come close to finishing it by myself. The dining car steward actually offered to put it in the fridge, labeled with my name on a luggage tag around the bottle neck! And then I had more of it at lunch the next day. Fantastic service, definitely above and beyond the norm.

On another trip, I asked if I could take the rest of the bottle from the diner back to my seat in coach and was told I could and even given a glass to take with me! Making friends with the steward is always a good thing, in my experience.

 

[Bill Haithcoat]

So much about Dan----I think I just might remember a really good guy from Portland ot CHI a few years ago and he might be this "Dan".

Tell me, somebody, is Dan a thin red-headed guy?

In any case, whomever the thin red headed guy was, HE was the best I ever had, and I sort of think his name was Dan.

Anybody care to describe him?

I recall this guy lived in Milwaukee. He made a quick escape to catch a Milwaukee bound train after our on time Builder arrival. We had already stopped in Milwaukee on the trip.

 

[RailFanLNK]

I had a coach attendent that kicked *** and his name was Dan and was from Milwaukee. He was Irish American and noticed my "Ireland" sweatshirt I had on. He was a GREAT coach attendent and even brought back a pamphlet talking about the Irish Festival in Milwaukee. I ended up giving him one of my Irish Voice newspapers and I have never seen him since. He was excellent! I believe I tipped him and I haven't tipped a whole lot of coach attendents if I don't see them much.

Also, when I travel Amtrak I always carry "thank you" cards with me and put the sleeper attendents tip in that and I tip at the end of the trip. "We" hand write out our thank you and tell them what we liked the best about the service. I know one of my cards on my last trip said, "Amtrak employees attitudes can make or break a family vacation....thanks so much for making our vacation instead of breaking our vacation!" To the point don't you think?!?

 

[Rafi]

Tell me, somebody, is Dan a thin red-headed guy?

Not the Dan I had. I hope it's okay to post this, but if not, I won't be offended if one of the moderators wants to take it down, but here's a picture of Dan and myself reviewing the manifest and preparing to board the Empire Builder in Chicago:

 

[Larry H.]

Its a bit odd here how were trying to get some "service" out of a trip we probably paid upwards of several thousand dollars for!! Of course never having made a large salary myself, it started to feel a bit odd having to pay extra to someone who was making at least twice to three times a year than I did. I realize that isn't the norm for many of our more seasoned travelers.. But having to "bribe" someone in advance for doing the most basic services that should be included with a trip of this length and cost is a concept that seems misplaced. A fair gratuity for a helpful attendant is a nice gesture but even without it they should be doing there Job.

I worked all my life in customer service positions and never got a nickel from a "guest", and never would have expected it.

 

[AlanB]

We always carry wine with us onboard to enjoy in our sleeper. Does Amtrak provide wine glasses or should we bring our own?

Only if you want plastic ones.

 

[Rail Freak]

We always carry wine with us onboard to enjoy in our sleeper. Does Amtrak provide wine glasses or should we bring our own?

Only if you want plastic ones.

I understand< if you real nice they'll give you thier finest wine ware, Dixie Cups!

:lol:

 

[AlanB]

"But again, your attendant was responsible for putting those beds down. Next time hit that call button! And take names and report them if they don't do it and don't offer to do it."
Alan, do you ever vary that standard based on circumstances? I disagree with you on the "report it", for a bed.

Well first off just to be clear, I personally would never report an attendant because I put down my bed. Unless I've had an attendant specifically tell me that he/she wants me to push my call button when I'm ready (and I have had attendants tell me that), I'll usually just take a wander around the car when I'm ready for bed to see if they are around. That assumes that they aren't coming by regularly to check on me as many do.

If I don't see them during my quick tour and my trips to the facilities to hit the head and brush my teeth, then I'll just do it myself rather than wait.

Now that said, however the primary responsability of a sleeping car attendant is the safety of his/her passengers. The second responsability is to ensure that they get on and off at the correct stop. Their next most important job is to put the beds up and down. If an attendant never at any point asks when you want the beds down, can't be found, and doesn't respond to the call button being pushed two times with a reasonable amount of time in between pushes on the button, as well as another reasonable 5 to 10 minutes after the last push, then yes the attendant deserves to be written up.

If you push the button and they don't come running in the first 30 seconds, when then that's being unreasonable and there should be no letter. If you're trying to get your beds down before 9:00 PM when it is possible that the attendant is still getting meals for those who want to eat in their rooms, then one needs to allow some extra time for them to respond to the call button.

But if you can't find your attendant by wandering around the car, you've pushed the call button more than once, and say more than 25 to 30 minutes has elapsed since the first time you pushed the call button, then yes I think that it's letter writing time. They are getting paid to put those beds down and if some passenger were to be injured doing so, they'd probably be looking for a new job.

Are you tipping (and adequately) when you first get on so that they know you're expecting a little higher service? I do, EVERY time. AND, since they're not mind readers and my mood or expectations may vary, I let them know upon first encounter what I'd like during the trip. To one, I said, "I'm low maintenance, if I need you I'll come get you". In return I usually get frequent checks (depending on number of other passengers), luggage help, delivery of newspapers, conversational visits, ice refills, "can I get you anything" questions. They also inform about their "out of service" times and locate me within the diner to tell me how close to my stop the train is.I also believe that if I needed help with appearances, I'd get it. There's not a uniformity in their offerings but it suits me.
Try upping your tip and spelling out your expectations, up front.

I'm sorry while it might get you better service, IMHO one should not be paying upfront for something that the attendant is supposed to be doing in the first place. One tips because one gets good service, not because one hopes to get good service. One day you're going to get burned doing that, you'll have given away your money and the attendant will be laughing in his room about their good fortune.

Now I don't disagree with stating what you expect. There are many attendant that I will do that with, I'll tell them that I don't require much and some take me at my word. Others still seem to come by a few times just to make sure that I haven't changed my mind. But I do think it's helpful to them to know that they don't have to worry about me if they've got a lot of people requesting meals in their rooms.