A while ago I sent a query of two specific questions to Amtrak Customer Service, to wit:
1) If there is a motorcoach "bridge" around any service disruption, is such ever mentioned in a Passenger Service Notice before and/or during the disruption?
2) If a bedroom passenger is reboarded on different train equipment after a motorcoach bridge, how is he accommodated on the new train?
Subsequently, I received the following quite cogent reply, to wit:
"Thank you for your inquiry. Wherever possible, Amtrak attempts to alert all passengers about any service disruption – before and during. In the course of emergency or unplanned incidents, we are not always able to make as much contact as we would like with every passenger at every affected station on every route – however, Amtrak makes all attempts to contact everyone. This includes updating our website, providing callbacks and automated calls, and emails (when possible). Please note that on occasion, the dynamic and changing nature of a service disruption may alter our communication ability.
"Amtrak makes every attempt to re-accommodate passengers during a disruption, by alternative services or by alternative trains. In many instances, if a passenger has purchased an accommodation, it may not be possible to provide similar re-accommodations on another service or route. In this case, Amtrak will provide an appropriate ‘downgrade’ refund of the accommodation charges for that portion of travel. In some instances, it may be possible to provide a re-accommodation; however, this is most likely not possible due to the large number of people affected.
"As always, information on major service disruptions may be found on our website or by calling 1-800-USA-RAIL."
I appreciated that information, which I requested after the Southwest Chief route New Mexico wash-out disruption a few months ago. The procedures, whilst not entirely satisfactory (sleeping car passenger may be put in coach upon re-accommodation), I find the response reasonable.
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