Tester tells Amtrak to keep ticket offices staffed

The National Passenger Rail Corp. is continuing in its plans to eliminate ticket agents from its stations in Havre and Shelby but is meeting some opposition in Congress.

Montana's U.S. Sen. Jon Tester, a Democrat from Big Sandy, sent a letter to Amtrak President and CEO Richard Anderson today urging him to "review and reverse a plan to eliminate staffed ticket offices at Amtrak stations in Havre and Shelby, Montana, effective June 1, 2018.

"Passenger rail is a vital part of Montana's transportation network," Tester added in the letter. "The Amtrak stations in Havre and Shelby play a critical role in these communities."

Montana's other senator, Republican Steve Daines, is also pushing back on Amtrak's decision. A spokesperson for Daines said Monday that Daines considers the Empire Builder that passes along Montana's Hi-Line en route from Chicago to Seattle and Portland, Oregon, critical to the Hi-Line and is pressing Amtrak on the changes to the ticketing offices and the impact to service.

Rep. Greg Gianforte, R-Mont., said he is committed to ensuring Montanans have reliable rail service.

"Amtrak serves a significant role in keeping our communities connected, particularly those along the Hi-Line who rely on the Empire Builder," Gianforte said today.

Three Amtrak administrators, regional Director of Government Affairs Rob Eaton, District Station Manager Greg Bannish and Senior Operations Compliance Analyst Patrick Forrey, were at the Havre station Monday but referred all questions to Amtrak spokesman Mark Magliari.

Magliari said Monday that administrators regularly visit Amtrak stations in their region.

He said the company, in an effort to be good stewards of public money, has been destaffing many Amtrak stations, and only about 200 of the service's 525 stations are staffed. Amtrak is in the process of destaffing 15 stations around the country including Havre and Shelby.

He said the Havre office now has two ticket agents and the Shelby station has three. The agents have been given the option of transferring to other stations that are staffed, with their requests considered based on seniority in the union for the employees.

Shelby has other Amtrak employees such as engineers and conductors, he said.

Magliari said no decision has been made about baggage at the Havre station at this point. He said April 28 that a trial is being conducted at two unstaffed stations where people can ticket their own luggage and check it in at the train, and that was a possibility for Havre.

He said again that Amtrak encourages people who don't have debit or credit cards to buy prepaid cards they can use online or via phone to guarantee they get the best prices and service.

He again said that, with 93 percent of Amtrak tickets being sold online or by telephone, keeping low volume offices staffed doesn't make fiscal sense.

"Customers have voted with their keyboards and phones how to do this," he said.

Havre Mayor Tim Solomon said he spoke with an Amtrak representative April 27 about the closure, and that he would look into having someone work at the station, volunteers or possibly having a Havre Area Chamber of Commerce location at the site where Chamber representatives could help passengers.

He said he understand's Amtrak's desire to save money in low-volume locations.

"It's progress," Solomon said. "It might not be good progress, but it's progress."

Bear Paw Development Corp. Executive Director Paul Tuss also said he understands the desire to save expenses, but actions have to be weighed carefully.

"The loss of even one job is concerning," Tuss said. "Amtrak is an important part of the Hi-Line and a lot of folks rely on passenger rail service for their transportation needs.

"I also understand that more than 90 percent of people using Amtrak reserve their tickets online, however, my worry is that a disproportionate number of those that still rely on a staffed ticket office are senior citizens or perhaps those without Internet access," he added. "It would be a shame to disadvantage those populations and have fewer people riding Amtrak. I am hopeful Amtrak will work to make sure these folks can still buy their tickets and travel as they have in the past."

In his letter, Tester said he has many concerns including that many Montanans do not have access to reliable internet and that the changes will mean people will face uncertainty and higher fares, possibly not even being able to find a seat on the train if they cannot buy online or by phone.

It also will mean 450 miles of Montana will not have people working at the stations with the only two - all year at Whitefish and seasonal at East Glacier - on the borders of Glacier National Park.

He added that the trips often involve issues that go beyond boarding procedures, and the lack of people to provide information and baggage support undermines Amtrak's stated vision of "delivering intercity transportation with ... superior customer service."

"Finally, I am deeply troubled to hear about possible reductions in the number of days that long-distance trains will run," Tester wrote. "While I applaud Amtrak's eye towards fiscal responsibility, I am concerned that the proposals put forward would place an undue burden on rural Montana and undermine our economy and way of life."