Senator Presses Amtrak to Restore Ticket Agents

Montana Senator Jon Tester has asked Amtrak to restore ticket agents to two stations in his state as soon as possible.

Tester made the request of Amtrak President Richard Anderson in the wake of congressional approval of a fiscal year 2020 appropriations bill that included a policy rider that Amtrak restore ticket agents to some stations where they have been removed in recent years.

In Montana that includes Wolf Point, Havre and Shelby, all of which are served by the Chicago-Seattle/Portland Empire Builder.

The policy rider directs Amtrak to restore agents to sell tickets and provide customer service to stations that lost agents in 2018 if those stations served an average of 25 or more passengers a day. That would include Havre and Shelby.

In his letter to Anderson, Tester emphasized the importance of ticket agents at rural stations, saying they do more than sell tickets. They also help passengers board, handle baggage and provide information about their communities.

Amtrak policy requires that unaccompanied minors can only board an Amtrak train at stations with a ticket agent.

Amtrak said it removed ticket agents at some stations as a way to cut costs and to be good stewards of taxpayer dollars.

The passenger carrier has said that most of its passengers purchase tickets online.

In place of ticket agents, Amtrak has contracted with people who act as station caretakers who open the waiting room in advance of train time and keep it clean.

Amtrak has been loath to replace caretakers with ticket agents even in the face of a congressional resolution approved earlier.

Instead, Amtrak has argued that caretakers meet the requirements of congressional intent of having someone at a station who provides customer support but not the sale of tickets or the handling of baggage.

In some communities, volunteers provide information to passengers although they are not authorized to sell tickets.

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