calwatch
Lead Service Attendant
- Joined
- Nov 28, 2010
- Messages
- 428
I guess this has been a problem recently. From an internal Amtrak memo:
Background
‘No show’ Sleeping Car passengers should be rare as they forfeit their entire fare which is
usually hundreds of dollars, and often thousands of dollars. The call center agents have been
calling passengers whose tickets have not been lifted, and the passengers usually confirm that
they are on board but the Conductor has not asked to scan their ticket.
Conductors-missed ticket scans and lifts have increased the amount of ‘No Show’ Sleeping
Car passengers. This jeopardizes the remainder of the passengers’ reservation, the accuracy
of the passenger Manifest and creates a potential loss of repeat passengers.
Update
Effective 12:01am, October 27, 2014, the following changes are made to the “Service
Standards Manual for Train Service and On-Board Service Employees,” versions 8.1:
[Technical details on how to check on the scanner omitted...]
Tickets that have not been lifted will show the car and room number. Inspect tickets to
confirm that the room is definitely empty.
b) The Conductor must inspect the car and room number to either scan the ticket or confirm with
the Car Attendant that the room is empty and the passengers are no-shows.
c) If the passenger is a no-show call the Customer Service Desk (CSD) and have a
comment added to the reservation that you have confirmed the passenger(s) definitely did not show
up.
Background
‘No show’ Sleeping Car passengers should be rare as they forfeit their entire fare which is
usually hundreds of dollars, and often thousands of dollars. The call center agents have been
calling passengers whose tickets have not been lifted, and the passengers usually confirm that
they are on board but the Conductor has not asked to scan their ticket.
Conductors-missed ticket scans and lifts have increased the amount of ‘No Show’ Sleeping
Car passengers. This jeopardizes the remainder of the passengers’ reservation, the accuracy
of the passenger Manifest and creates a potential loss of repeat passengers.
Update
Effective 12:01am, October 27, 2014, the following changes are made to the “Service
Standards Manual for Train Service and On-Board Service Employees,” versions 8.1:
[Technical details on how to check on the scanner omitted...]
Tickets that have not been lifted will show the car and room number. Inspect tickets to
confirm that the room is definitely empty.
b) The Conductor must inspect the car and room number to either scan the ticket or confirm with
the Car Attendant that the room is empty and the passengers are no-shows.
c) If the passenger is a no-show call the Customer Service Desk (CSD) and have a
comment added to the reservation that you have confirmed the passenger(s) definitely did not show
up.
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