Quarterly Report on the 

Performance and Service Quality of 

Intercity Passenger Train Operations

Covering the Quarter Ending September 2023

(Fourth Quarter of Fiscal Year 2023)

Federal Railroad Administration

U.S. Department of Transportation
Table of Contents

Abbreviations, Acronyms, and Phrases in this Report 5

I. Executive Summary 6

II. Introduction 8

III. Summary of Metrics and Standards 9

IV. Amtrak Route Structure and Descriptions 12

V. Quarterly Reporting Data Categories 22

A. On-Time Performance and Train Delays 22

B. Customer Service 44

C. Financial 49

D. Public Benefts 64

Appendix 1: Schedule Certifcation Tables 65

Appendix 2: Amtrak Customer Satisfaction Survey 80
List of Tables and Figures

Table 1. Metrics Summary and Reporting Schedule 9

Table 2. Route Descriptions 12

Figure 1. Amtrak Route Map 15

Figure 2. Amtrak Host Map 16

Table 3. Routes and Hosts 17

Table 4. Financial Routes Descriptions Diferent than Physical Routes 20

Table 5. On-Time Performance and Train Delays Metrics – Defnitions and Notes 22

Table 6. Host Railroad Names and Codes 25

Table 7. Amtrak Delay Code Defnitions 26

Table 8. Customer On-Time Performance by Route 28

Figure 3. Customer OTP by Service Line and Route 29

Figure 4. Customer OTP by Route 30

Table 9. Ridership Data Metrics 31

Table 10. Disputed Delay Minutes 32

Table 11. Amtrak Responsible Train Delay Minutes 33

Table 12. Host Railroad Responsible Train Delay Minutes 34

Table 13. Third Party Responsible Train Delay Minutes 35

Figure 5. Delay Minutes by Service Line and Responsibility 36

Figure 6. Delay Minutes by Route and Responsibility 37

Figure 7. Class I Host Responsible Train Delay Minutes 38

Figure 8. Train Delay Minutes by Responsibility 39

Figure 9. Train Delay Minutes per 10,000 Train Miles by Service Line 40

Figure 10. Delay Minutes per 10,000 Train Miles by Service Line, Route and Responsibility 41

Figure 11. Delay Minutes per 10,000 Train Miles by Route and Responsibility 42

Figure 12. Class I Host Responsible Train Delay Minutes per 10,000 Train Miles 43

Table 14. Customer Service Metrics – Defnitions and Notes 44

Table 15. Customer Satisfaction by Route - Not Adjusted for Train Performance 45

Table 16. Customer Satisfaction by Route - Adjusted for Train Performance 46

Figure 13. Customer Satisfaction by Service Line and Route - Adjusted and Not Adjusted for Train 

Performance 47

Figure 14. Customer Satisfaction by Route - Adjusted and Not Adjusted for Train Performance 48

Table 17. Financial Metrics – Defnitions and Notes 49

Table 18. Cost Recovery by Service Line and Route 50

Figure 15. Cost Recovery by Service Line and Route 51
Figure 16. Cost Recovery by Route 52

Table 19. Avoidable Operating Expenses Covered By Passenger Revenue 53

Figure 17. Avoidable Operating Expenses Covered By Passenger Revenue By Service Line and 

Route 54

Figure 18. Avoidable Operating Expenses Covered By Passenger Revenue By Route 55

Table 20. Fully Allocated Costs Covered by Passenger Revenue by Route 56

Figure 19. Fully Allocated Costs Covered by Passenger Revenue by Service Line and Route 57

Figure 20. Fully Allocated Costs Covered by Passenger Revenue by Route 58

Table 21. Average Ridership (Passenger Miles divided by Train Miles) and Total Ridership 59

Figure 21. Total Ridership by Service Line and Route 60

Figure 22. Total Ridership by Route 61

Figure 23. Average Ridership (Passenger Miles divided by Train Miles) by Service Line and Route 62

Figure 24. Average Ridership (Passenger Miles divided by Train Miles) by Route 63

Table 22. Public Benefts Metrics – Defnitions and Notes 64

Table 22: Train Schedule Certifcation Status 65
Abbreviations, Acronyms, and Phrases in this Report

Term Meaning

C.F.R. Code of Federal Regulations

FRA Federal Railroad Administration

FY Fiscal Year (October 1 to September 30)

NEC Northeast Corridor, rail line between Boston, Massachusetts, and Washington, D.C.

OTP On-Time Performance

P.L. Public Law

PRIIA Passenger Rail Investment and Improvement Act of 2008, P.L. 110-432

MSA Metropolitan Statistical Area

U.S.C. United States Code

U.S. DOT United States Department of Transportation
FY23 Q4 Page 6

FRA Quarterly Report I. Executive Summary

I. Executive Summary

The Federal Railroad Administration (FRA) must publish a quarterly report on the performance and 

service quality of intercity train operations, in accordance with Section 207 of the Passenger Rail 

Investment and Improvement Act of 2008, Pub. L. 110-432, 122 Stat. 4907 (PRIIA). This report, 

covering the fourth quarter of FY 2023 from July 1, 2023 to September 30, 2023, includes data about 

Amtrak’s on-time performance, minutes of delay, causes of delay, cost recovery, ridership, customer 

satisfaction, and station arrivals. The data in this report is provided to FRA by Amtrak.

In addition to the data in this report, other supporting data fles and information about FRA’s quarterly 

reporting requirements are available at railroads.dot.gov. Highlights from the FY 2023 fourth quarter 

report are below.

Customer On-Time Performance

Customer on-time performance (OTP) is included in this quarterly report for all routes and trains in 

operation during the fourth quarter of FY 2023, regardless of schedule certifcation status. Appendix 1 

of the report lists the schedule certifcation status of every Amtrak train.

The routes with the highest OTP in this quarter were the Keystone (93 percent), Capitol Corridor 

(86 percent), and Illini/Saluki (83 percent), and those with the lowest were the California Zephyr (24 

percent), Southwest Chief (25 percent), and Sunset Limited (31 percent). 

This quarter’s report again provides an opportunity to apply the customer OTP minimum standard 

described in the rule that establishes metrics and minimum standards for measuring the performance 

and service quality of intercity passenger train operations (see 49 C.F.R 273): 80 percent customer 

OTP for any two consecutive calendar quarters. Of the trains that operated in either the third or fourth 

quarter of FY 2023, 60 percent met the 80 percent customer OTP standard, 33 percent did not meet 

the standard, and 7 percent did not operate in one of the two quarters.

Train Delays

Delay minutes are tracked for each Amtrak train according to 40 individual delay codes across three 

categories: Host Responsible Delays (including freight train interference and slow orders on the 

track), Amtrak Responsible Delays (including equipment problems and delays related to passenger 

loading and unloading), and Third Party Responsible Delays (primarily weather-related).

Amtrak trains experienced approximately 1.51 million minutes of delay during the fourth quarter of 

FY 2023, up 6 percent from the previous quarter and an increase of 7 percent over FY 2022 Q4. The 

largest cause of delay was freight train interference at 217,958 minutes of delay – 14 percent of total 
FY23 Q4 Page 7

FRA Quarterly Report I. Executive Summary

delay minutes, a decrease of 10 percent from the previous quarter and a decrease of 20 percent from 

the fourth quarter of FY 2022. Other signifcant causes of delay were passenger train interference, 

slow orders, and signals.

A normalized delay metric – minutes of delay per 10,000 train miles – is included in the report for 

all Amtrak-responsible and host-responsible delays. In the fourth quarter of FY 2023, Amtrak trains 

traveled 9.4 million train miles, an increase of 1 percent from the previous quarter and an increase 

of 9 percent over the fourth quarter of FY 2022. The Class I host railroad with the largest number of 

host-responsible delay minutes per 10,000 train miles was Union Pacifc (1,376 minutes); the Class I 

host railroad with the smallest number of host-responsible delay minutes per 10,000 train miles was 

Canadian Pacifc (692 minutes). For each Class I host railroad except for Canadian Pacifc, freight 

train interference comprised the largest number of delay minutes per 10,000 train miles. Slow orders 

caused the most minutes of delay per 10,000 train miles on Canadian Pacifc.

Customer Service

Responses to Amtrak’s customer satisfaction survey are reported by route in this report. In the fourth 

quarter of FY 2023, customers rated 78 percent (36 of 46) of routes as 80 percent or higher in terms 

of overall satisfaction and no routes below 70 percent. A copy of the survey Amtrak uses to measure 

customer satisfaction can be found in Appendix 2.

Financial

Financial metrics are tracked across several categories, including cost recovery and ridership. 

System-wide, Amtrak earned $919M in adjusted operating revenue and incurred $1,107M in fully 

allocated operating expenses, achieving a cost recovery ratio of 83 percent. 

Amtrak had 7,492,595 total riders during the quarter, an increase of 10 percent over the previous 

quarter and 18 percent higher than the fourth quarter of FY 2022. The Northeast Regional (2,740,687 

riders), Acela Express (818,326 riders), and Pacifc Surfiner (498,516 riders) accounted for 49 

percent of the total ridership. These routes, along with the Auto Train, also accounted for 42 percent 

of Amtrak’s adjusted operating revenue: Northeast Regional ($204.6M), Acela Express ($126.6M), 

Auto Train ($26.1M), and Pacifc Surfiner ($30.4M).

Public Benefts

The public benefts metrics track connectivity, missed connections, community access, and service 

availability across Amtrak’s network. They are reported annually and were published frst in the FY 

2022 Q1 report, covering all of FY 2021. Data for FY 2022 are available at railroads.dot.gov.
FY23 Q4 Page 8

FRA Quarterly Report II. Introduction

II. Introduction

This report responds to Section 207 of the Passenger Rail Investment and Improvement Act of 2008, 

Pub. L. 110-432, 122 Stat. 4907 (PRIIA) that requires the Federal Railroad Administration to collect 

the necessary data and publish a quarterly report on the performance and service quality of intercity 

passenger train operations, including Amtrak’s cost recovery, ridership, on-time performance, minutes 

of delay, causes of delay, onboard services, stations, and other services.

The Federal Railroad Administration (FRA) published a fnal rule on November 16, 2020 (see 49 

C.F.R 273) that established metrics and minimum standards for measuring the performance and 

service quality of intercity passenger train operations. Consistent with the rule (preamble section IV), 

this quarterly report covers the fourth quarter (Q4) of Federal fscal year (FY) 2023, running from 

July 1, 2023, to September 30, 2023. This report provides an overview of the metrics and standards 

established in FRA’s fnal rule, a description of Amtrak’s route structure, and metrics reporting tables 

for the fourth quarter of FY 2023. Additional information about the fnal rule and the supporting data 

fles are available at railroads.dot.gov.

FRA is pleased to publish this report and set of quarterly data using the metrics established in 2020. 

Standardized, consistent reporting provides key stakeholders, including host railroads, Congress, 

and the Surface Transportation Board (STB), along with Amtrak’s customers and the public, a way to 

measure the performance of intercity passenger train operations.
FY23 Q4 Page 9

FRA Quarterly Report II. Introduction

III. Summary of Metrics and Standards

49 C.F.R. Part 273 establishes metrics and minimum standards for measuring the performance and 

service quality of intercity passenger train operations in four categories: on-time performance (OTP) 

and train delays, customer service, fnancial, and public benefts. FRA will publish quarterly reports on 

the metrics and minimum standards according to the reporting structure established in the fnal rule. 

See Table 1 for a summary of the metrics and reporting schedule.

Table 1. Metrics Summary and Reporting Schedule

Category Metric First Period 

Reported

Summary Description

OTP & 

Delays

Customer OTP July 1 – 

September 30, 

2021 (except 

disputed 

schedules) 

October 1 

– December 

31, 2021 (all 

schedules)

Standard: 80% for two consecutive quarters

Percentage of all customers on an intercity passenger rail train 

who arrive at their detraining point no later than 15 minutes after 

their published scheduled arrival time

Ridership data Prior Month Number of host railroads to whom Amtrak has provided hostspecifc ridership data

Certifed 

schedules

Prior Month Number of certifed schedules, uncertifed schedules, and disputed 

schedules

Train delays April 1 – June 

30, 2021

Minutes of delay for all Amtrak-responsible delays, hostresponsible delays, and third-party delays, reported by delay code 

Train delays per 

10K train miles

April 1 – June 

30, 2021

Minutes of delay per 10,000 train miles for all Amtrak-responsible 

and host-responsible delays

Station 

performance

July 1 – 

September 30, 

2021

Number of detraining passengers, the number of late passengers, 

and the average minutes late that late customers arrive at their 

detraining stations

Host running 

time

July 1 – 

September 30, 

2021

Average actual running time and the median actual running time 

compared with the scheduled running time between the frst and 

fnal reporting points for a host railroad set forth in the Amtrak 

schedule skeleton
FY23 Q4 Page 10

FRA Quarterly Report II. Introduction

Category Metric First Period 

Reported

Summary Description

Customer 

Service

Customer 

satisfaction

April 1 – June 

30, 2021

Percent of respondents who provided a score of 70 percent or 

greater for their “overall satisfaction” on a 100-point scale for 

their most recent trip, shown both adjusted for performance and 

unadjusted

Amtrak 

personnel

April 1 – June 

30, 2021

Average score from respondents for their overall review of Amtrak 

personnel

Information given April 1 – June 

30, 2021

Average score from respondents for their overall review of 

information provided by Amtrak

On-board 

comfort

April 1 – June 

30, 2021

Average score from respondents for their overall review of onboard comfort

On-board 

cleanliness

April 1 – June 

30, 2021

Average score from respondents for their overall review of onboard cleanliness

On-board food 

service

April 1 – June 

30, 2021

Average score from respondents for their overall review of onboard food service

Financial Cost recovery April 1 – June 

30, 2021

Amtrak’s adjusted operating revenue divided by Amtrak’s adjusted 

operating expense

Avoidable 

operating 

costs covered 

by passenger 

revenue

April 1 – June 

30, 2021

Percent of avoidable operating costs divided by passenger 

revenue for each route, shown with and without State operating 

payments

Fully allocated 

costs covered 

by passenger 

revenue

April 1 – June 

30, 2021

Percent of fully allocated core operating costs divided by 

passenger revenue for each route, shown with and without State 

operating payments

Average 

ridership

April 1 – June 

30, 2021

Number of passenger-miles divided by train-miles for each route

Total ridership April 1 – June 

30, 2021

Total number of passengers
FY23 Q4 Page 11

FRA Quarterly Report II. Introduction

Category Metric First Period 

Reported

Summary Description

Public 

Benefts

Connectivity October 1 – 

December 31, 

2021 (covering 

all of FY2021)

Percent of passengers connecting to and from other Amtrak routes

Missed 

connections

October 1 – 

December 31, 

2021 (covering 

all of FY2021)

Percent of passengers connecting to/from other Amtrak routes who 

missed connections due to a late arrival from another Amtrak train

Community 

access

October 1 – 

December 31, 

2021 (covering 

all of FY2021)

Percent of Amtrak passenger-trips to and from not well-served 

communities

Service 

availability

October 1 – 

December 31, 

2021 (covering 

all of FY2021)

Total number of daily Amtrak trains per 100,000 residents in a 

metropolitan statistical area (MSA) for each of the top 100 MSAs in 

the United States, shown in total and adjusted for time of day
FY23 Q4 Page 12

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

IV. Amtrak Route Structure and Descriptions

Amtrak provides intercity passenger rail service across the nation, serving more than 500 destinations 

in 46 states. Amtrak has three operating service lines: Northeast Corridor (NEC), which provides 

service between Boston, MA, and Washington, DC; State Supported, which provides service on 

corridor routes of not more than 750 miles through cost-sharing agreements with State Partners; and 

Long Distance, which includes all routes over 750 miles nationwide. See Table 2 for a description of 

the service lines and routes and Table 3 for a list of host railroads for each route.

Table 2. Route Descriptions

Service Line Route Name Sub Service Route Description

Northeast 

Corridor

Acela Express Acela Express Between Boston, New York (Penn Station), and Washington, DC

Northeast 

Regional

On Spine 

Northeast 

Regional

Between Boston, Springfeld, New Haven, New York (Penn Station), 

and Washington, DC

Northeast 

Regional

Richmond / 

Newport News 

/ Norfolk

Between Norfolk, Newport News, Richmond, New York (Penn 

Station) and Boston

Northeast 

Regional

Roanoke Between Lynchburg/Roanoke, VA and Boston

Northeast 

Regional

Springfeld 

Shuttles

Between Greenfeld, MA, Springfeld, MA, New Haven, CT, and 

Washington, DC

State 

Supported

Capitol Corridor Capitol 

Corridor

Between Auburn, Oakland Coliseum, Oakland (Jack London Square 

Station), and San Jose

Carolinian Carolinian Between Charlotte, NC and New York (Penn Station)

Cascades Cascades Between Eugene, Portland, Seattle, and Vancouver

Downeaster Downeaster Between Boston (North Station), Portland, and Brunswick, ME

Empire Adirondack Between New York (Penn Station) and Montreal

Empire Berkshire Flyer Between New York (Penn Station) and Pittsfeld, MA

Seasonal service, July - September

Empire Ethan Allen 

Express

Between New York (Penn Station) and Burlington, VT

Empire Maple Leaf Between New York (Penn Station) and Toronto

Empire New York 

- Albany

Between New York (Penn Station) and Albany, NY
FY23 Q4 Page 13

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Service Line Route Name Sub Service Route Description

State 

Supported

Empire New York - 

Niagara Falls

Between New York (Penn Station) and Niagara Falls

Heartland Flyer Heartland Flyer Between Fort Worth, TX and Oklahoma City, OK

Hiawatha Hiawatha Between Chicago and Milwaukee, WI

Illinois Carl Sandburg 

/ Illinois Zephyr

Between Chicago and Quincy, IL

Illinois Illini / Saluki Between Chicago and Carbondale

Illinois Lincoln Service Between Chicago and St. Louis

Keystone Keystone Between Harrisburg, PA, Philadelphia, and New York (Penn Station)

Lincoln / 

Missouri 

Lincoln / 

Missouri

Between Kansas City, St. Louis, and Chicago

Michigan Blue Water Between Chicago and Port Huron

Michigan Pere Marquette Between Chicago and Grand Rapids

Michigan Wolverine Between Chicago and Pontiac

Missouri Missouri Between Kansas City and St. Louis

Pacifc Surfiner Pacifc 

Surfiner

Between San Luis Obispo, Goleta, Los Angeles, and San Diego, CA

Pennsylvanian Pennsylvanian Between New York (Penn Station) and Pittsburgh

Piedmont Piedmont Between Charlotte and Raleigh, NC

San Joaquins San Joaquins Between Bakersfeld, Oakland (Jack London Square Station), and 

Sacramento, CA

Vermonter Vermonter Between St. Albans, VT, and Washington, DC

Long 

Distance

Auto Train Auto Train Between Lorton, VA, and Sanford, FL

California 

Zephyr

California 

Zephyr

Between Chicago and Emeryville, CA

Capitol Ltd Capitol Ltd Between Chicago and Washington, DC

Cardinal Cardinal Between Chicago and New York (Penn Station) via Cincinnati

City Of New 

Orleans

City Of New 

Orleans

Between Chicago and New Orleans

Coast Starlight Coast Starlight Between Los Angeles and Seattle

Crescent Crescent Between New York (Penn Station) and New Orleans
FY23 Q4 Page 14

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Service Line Route Name Sub Service Route Description

Long 

Distance

Empire Builder Empire Builder Between Chicago, Portland, and Seattle

Lake Shore Ltd Lake Shore Ltd Between Chicago, New York (Penn Station), and Boston via 

Cleveland and Bufalo

Palmetto Palmetto Between New York (Penn Station) and Savannah, GA

Silver Meteor Silver Meteor Between New York (Penn Station) and Miami via Charleston, SC

Silver Star Silver Star Between New York (Penn Station) and Miami via Columbia, SC

Southwest 

Chief

Southwest 

Chief

Between Chicago and Los Angeles

Sunset Ltd Sunset Ltd Between Los Angeles and New Orleans

Texas Eagle Texas Eagle Between Chicago and San Antonio
FRA Quarterly Report

FY23 Q4 Page 15

IV. Amtrak Route Structure and Descriptions 

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Portland

Boston

New York

Philadelphia

Baltimore

Washington DC

Richmond

Charlotte

Montreal

Pittsburgh

Indianapolis

Detroit

Chicago

Milwaukee

St. Paul - Minneapolis

St. Louis

Kansas City

Oklahoma City

Fort Worth

New Orleans

Atlanta

Orlando

Miami

Denver

Salt Lake City

Los Angeles

Fresno

Sacramento

Oakland

Portland

Seattle

Vancouver, BC

San Diego

San Antonio

Houston

Toronto

Buffalo

Jacksonville

Albuquerque Memphis

Tampa

Empire Builder

California Zephyr

Southwest Chief

Heartland Flyer

Sunset Limited

Texas Eagle

Coast Starlight

Cascades

San Joaquins

Pacific Surfliner

City of New Orleans

Auto Train

Crescent

Silver Meteor

River Runner

Hiawatha

Illinois Zephyr

Illini/Saluki Chi.-St. Louis

Blue Water

Pere Marquette

Wolverine

Cardinal

Capitol Limited

Lake Shore Limited

Maple Leaf

Adirondack

Downeaster

Vermonter

Ethan Allen

Pennsylvanian Keystone

New HavenSpringfield

Piedmont Carolinian

DC-Norfolk/Npt. News

DC-Richmond

DC-Roanoke

Capitol Corridor

Northeast Corridor

Palmetto

Silver Star

Empire

Berkshire Flyer

Long Distance

State Supported

Northeast Corridor

LEGEND

Figure 1. Amtrak Route Map

All route/map data provided by Amtrak
FRA Quarterly Report

FY23 Q4 Page 16

IV. Amtrak Route Structure and Descriptions 

Figure 2. Amtrak Host Map

All route/map data provided by Amtrak. The 

map depicts Amtrak host railroads as of the frst 

quarter of FY 2023.
FY23 Q4 Page 17

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Table 3. Routes and Hosts

Service Line Route Host1 Route Miles

Long Distance Auto Train Central Florida Rail Corridor 16

CSX 898

California Zephyr BNSF 1,027

UP 1,381

Capitol Ltd CSX 307

Norfolk Southern 481

Cardinal Amtrak 226

Buckingham Branch Railroad 132

CSX 703

Norfolk Southern 79

City Of New Orleans CN 930

Coast Starlight BNSF 158

SCRRA 48

Sound Transit 20

UP 1,162

Crescent Amtrak 226

Norfolk Southern 1,141

Empire Builder BNSF 2,147

CP 384

Metra 29

Lake Shore Ltd Amtrak 111

CSX 741

Metro-North Railroad 64

Norfolk Southern 339

Palmetto Amtrak 226

CSX 659

Silver Meteor Central Florida Rail Corridor 61

CSX 1152

Florida DOT 68

Silver Star Amtrak 226

Central Florida Rail Corridor 61

CSX 1,209

Florida DOT 68

Norfolk Southern 28

Southwest Chief BNSF 2,206

New Mexico DOT 80

1 Excludes hosts with fewer than 15 route miles.
FY23 Q4 Page 18

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Service Line Route Host Route Miles

Long Distance Sunset Ltd BNSF 190

UP 1,784

Texas Eagle BNSF 116

CN 35

Trinity Rail Express 33

UP 1,073

NEC Acela Express Amtrak 401

Metro-North Railroad 56

On Spine Northeast Regional Amtrak 463

Metro-North Railroad 56

Richmond / Newport News / Norfolk Amtrak 463

CSX 189

Metro-North Railroad 56

Norfolk Southern 81

Roanoke Amtrak 463

Norfolk Southern 216

Metro-North Railroad 56

Springfield Shuttles Amtrak 62

Massachusetts DOT 36

State Supported Adirondack CN 49

CP 178

Amtrak 100

Berkshire Flyer Amtrak 97

CSX 46

Metro-North Railroad 64

Blue Water Amtrak 99

CN 159

Michigan DOT 22

Norfolk Southern 39

Capitol Corridor UP 171

Carl Sandburg / Illinois Zephyr BNSF 257

Carolinian CSX 295

Norfolk Southern 202

Cascades BNSF 317

Sound Transit 20

UP 125

Downeaster MBTA 38

PanAm 107
FY23 Q4 Page 19

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Service Line Route Host Route Miles

State Supported Ethan Allen Express Amtrak 100

CP 60

Metro-North Railroad 64

Vermont Railway 24

Heartland Flyer BNSF 236

Hiawatha CP 53

Metra 29

Illini / Saluki CN 304

Keystone Amtrak 195

Lincoln Service CN 35

UP 231

Maple Leaf Amtrak 109

CSX 298

Metro-North Railroad 64

Missouri UP 271

New York - Albany Amtrak 81

Metro-North Railroad 64

New York - Niagara Falls Amtrak 109

CSX 296

Metro-North Railroad 64

Pacifc Surfiner BNSF 22

San Diego Northern 60

SCRRA 95

UP 174

Pennsylvanian Amtrak 195

Norfolk Southern 249

Pere Marquette CSX 135

Norfolk Southern 39

Piedmont Norfolk Southern 173

San Joaquins BNSF 284

UP 88

Vermonter Amtrak 304

Massachusetts DOT 50

Metro-North Railroad 56

New England Central 192

Wolverine Amtrak 99

CN 27

Michigan DOT 134

Norfolk Southern 39
FY23 Q4 Page 20

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

For some routes, Amtrak reports operational (train performance) data diferently than it reports 

fnancial or ridership data. In some State-supported service arrangements, a State, under a 

contractual agreement with Amtrak, will provide fnancial support for a portion of a larger route.

Amtrak has two route hierarchies within its reporting systems to account for these arrangements.

The frst route hierarchy is used to track the physical versions of the routes on the network. This 

hierarchy includes the entire physical train that moves between its origin and ultimate destination. The 

second hierarchy, fnancial routes, are a fnancial construction in Amtrak’s accounting that breaks the 

physical train up into the Amtrak-supported portion of the route and State-supported portion of the 

route. These fnancial routes exist to allocate fnancials between the State-supported segment and 

the Amtrak-supported segment for various accounting purposes. See Table 4 for a summary of where 

fnancial routes may be diferent from physical routes.

In these quarterly reports, all customer OTP and train delay metrics are reported using the physical 

route structure (Table 2), and fnancial, customer service, and public benefts metrics are reported 

using the fnancial route structure (Table 4).

Table 4. Financial Routes Descriptions Diferent than Physical Routes

Route Physical Route Financial Route

Adirondack New York, NY – 

Montreal, Canada

New York, NY – Albany, NY (Empire Service)

Albany, NY – Montreal, Canada (Adirondack Service)

Berkshire Flyer New York, NY - 

Pittsfeld, MA

New York, NY – Albany, NY (Empire Service)

Albany, NY – Pittsfeld, MA (Berkshire Flyer)

Carolinian Charlotte, NC – New 

York, NY

Charlotte, NC – Washington, DC

Cascades Eugene, OR – 

Vancouver, BC

Eugene – Portland, OR (Oregon Service)

Portland, OR – Vancouver, BC (Washington Service)

Empire West / 

Maple Leaf

New York, NY – 

Niagara Falls, NY

New York – Albany, NY (Empire Service)

Albany – Niagara Falls, NY (Empire West/Maple Leaf Service)

Ethan Allen 

Express

New York, NY – 

Rutland, VT

New York – Albany, NY (Empire Service)

Albany, NY – Burlington, VT (Ethan Allen Service)

Keystone Harrisburg, PA – 

New York, NY

Harrisburg – Philadelphia, PA
FY23 Q4 Page 21

FRA Quarterly Report IV. Amtrak Route Structure and Descriptions

Route Physical Route Financial Route

Lincoln / Missouri Kansas City, MO – 

Chicago, IL

Kansas City, MO – St. Louis (Missouri River Runner)

St. Louis – Chicago (Lincoln Service)

Lynchburg/

Roanoke

Lynchburg/Roanoke 

– New Haven, CT/

Boston, MA

Lynchburg, VA – Washington, DC

Newport News Newport News, VA 

– New Haven, CT/

Boston, MA 

Newport News, VA – Washington, DC 

Norfolk Norfolk, VA – New 

Haven, CT/Boston, 

MA

Norfolk, VA – Washington, DC

Springfeld 

Shuttles

Washington, DC 

– New Haven, CT/

Boston, MA

New Haven, CT – Springfeld, MA

Pennsylvanian Pittsburgh, PA – New 

York, NY

Pittsburgh – Philadelphia, PA

Richmond Richmond – New 

Haven, CT/Boston, 

MA 

Richmond, VA – Washington, DC

Vermonter Washington, DC – 

St. Albans, VT 

New Haven, CT – Springfeld, MA; Springfeld, MA – St. Albans, VT
FY23 Q4 Page 22

FRA Quarterly Report V. Quarterly Reporting Data Categories

V. Quarterly Reporting Data Categories

A. On-Time Performance and Train Delays

This section includes defnitions of each of the metrics and any associated standard. There are also 

descriptions of the reported data for each metric, including defnitions of key terms, and other notes 

as needed. This section includes reporting tables and charts for selected metrics; to access the 

complete data fles, please visit railroads.dot.gov.

Table 5. On-Time Performance and Train Delays Metrics – Defnitions and Notes

Metric Defnition Data Description and Notes

Customer 

On-Time 

Performance

The percentage of all 

customers on an intercity 

passenger rail train who 

arrive at their detraining 

point no later than 

15 minutes after their 

published scheduled 

arrival time, reported by 

train and by route1

.

The customer on-time 

performance minimum 

standard is 80 percent 

for any 2 consecutive 

quarters.

Customer on-time performance for all schedules, at the route-level and by 

train, are included in this report. 

Ridership 

Data

The number of host 

railroads to whom Amtrak 

has provided ridership 

data reported by host 

railroad and by month.

Ridership data means, in a machine-readable format: the total number of 

passengers, by train and by day; the station-specifc number of detraining 

passengers, reported by host railroad, whose railroad right-of-way serves 

the station, by train and by day; and the station-specifc number of on-time 

passengers reported by host railroad whose railroad right-of-way serves 

the station, by train and by day.

Amtrak provided ridership data to Portland Terminal Railroad Company via 

BNSF Railway.

1 The Metrics and Minimum Standards for Intercity Passenger Rail Service rule defnes OTP as the percentage of all customers 

on an intercity passenger rail train who arrive at their detraining point no later than 15 minutes after their published scheduled arrival 

time. Amtrak uses the 15-minute maximum when calculating OTP for all routes and trains except the Acela. Amtrak uses a 10-minute 

maximum when calculating OTP for the Acela.
FY23 Q4 Page 23

FRA Quarterly Report V. Quarterly Reporting Data Categories

Metric Defnition Data Description and Notes

Certifed 

Schedules

The number of certifed 

schedules, uncertifed 

schedules, and disputed 

schedules, reported by 

train, by route, and by 

host railroad (excluding 

switching and terminal 

railroads), identifed in 

a notice to the Federal 

Railroad Administrator by 

Amtrak.

The metric was reported monthly through May 2021 after which it is 

reported annually. 

Certifed schedule means a published train schedule that Amtrak and the 

host railroad jointly certify is aligned with the customer on-time performance 

metric and standard.

Uncertifed schedule means a published train schedule that has not been 

reported as a certifed schedule or a disputed schedule.

Disputed schedule means: (1) A published train schedule for which a 

specifc change is sought: (i) that is the only subject of a non-binding 

dispute resolution process led by a neutral third-party and involving 

Amtrak and one or more host railroads; (ii) that is the only subject of a 

non-binding dispute resolution process led by a neutral third-party that has 

been initiated by one or more host railroads and Amtrak has not consented 

to participate in the process within 30 calendar days; or (iii) that is the 

only subject of a non-binding dispute resolution process led by a neutral 

third-party that has been initiated by Amtrak and the host railroad has not 

consented to participate in the process within 30 calendar days.

Train Delays The train delays metric is 

the minutes of delay for 

all Amtrak-responsible 

delays, host-responsible 

delays, and third-party 

delays, for the host 

railroad territory within 

each route. The train 

delays metric is reported 

by delay code; total 

minutes of delay; Amtrakresponsible delays; 

Amtrak’s host-responsible 

delays; Amtrak’s hostresponsible delays and 

Amtrak-responsible delays 

combined; non-Amtrak 

host-responsible delays; 

and third-party delays. 

The train delays metric 

is also reported by the 

number of non-Amtrak 

host-responsible delay 

minutes disputed by host 

railroad and not resolved 

by Amtrak.

Amtrak-responsible delays means delays recorded by Amtrak, in 

accordance with Amtrak procedures, as Amtrak-responsible delays, 

including passenger-related delays at stations, Amtrak equipment failures, 

holding for connections, injuries, initial terminal delays, servicing delays, 

crew and system delays, and other miscellaneous Amtrak-responsible 

delays.

Host-responsible delays means delays recorded by Amtrak, in accordance 

with Amtrak procedures, as host-responsible delays, including freight train 

interference, slow orders, signals, routing, maintenance of way, commuter 

train interference, passenger train interference, catenary or wayside power 

system failure, and detours.

Third-party delays means delays recorded by Amtrak, in accordance with 

Amtrak procedures, as third-party delays, including bridge strikes, debris 

strikes, customs, drawbridge openings, police-related delays, trespassers, 

vehicle strikes, utility company delays, weather-related delays (including 

heat or cold orders, storms, foods/washouts, earthquake-related delays, 

slippery rail due to leaves, fash-food warnings, wayside defect detector 

actuations caused by ice, and high-wind restrictions), acts of God, or 

waiting for scheduled departure time. In this quarterly dataset, available for 

download railroads.dot.gov, the third-party delays are coded as “Neither.”
FY23 Q4 Page 24

FRA Quarterly Report V. Quarterly Reporting Data Categories

Metric Defnition Data Description and Notes

Disputed 

Train Delays

Delay minutes disputed by host railroad and not resolved by Amtrak means 

delay minutes for which a host railroad disputed the code used by Amtrak 

to classify the delay, or the number of delay minutes assigned to the host 

railroad, but were not changed by Amtrak after the host’s initial request. 

Ultimately, Amtrak and the host railroads may agree that a diferent 

delay code or number of delay minutes is appropriate following further 

discussion; this data only reports delay minutes that were not adjusted after 

the host railroad’s initial request for reclassifcation.

Delays are reported by operating business line, which is similar to the 

service line structure (see Amtrak Route Structure and Descriptions). The 

NEC business line includes the following routes: Acela, Northeast Regional, 

Northeast Regional – Richmond / Newport News / Norfolk, Northeast 

Regional – Roanoke, and Northeast Regional – Springfeld Shuttles. See 

Table 6 for a list of host railroads and abbreviated host railroad codes used 

in the delay reports. See Table 7 for a list of the delay codes, abbreviations, 

and responsibilities.

Train Delays 

per 10,000 

Train Miles

The minutes of delay per 

10,000 train-miles for all 

Amtrak-responsible and 

host-responsible delays, 

for the host railroad 

territory within each route.

Delays per 10,000 train-miles is the number of minutes of delay normalized 

by train-miles so that routes of diferent lengths, and hosts with diferent 

amounts of Amtrak service, can be compared to each other. Specifcally, 

it is the number of minutes of host-responsible and Amtrak-responsible 

delay, divided by the number of Amtrak train-miles operated over that 

host, multiplied by 10,000. The complete quarterly dataset is available for 

download at railroads.dot.gov.

Station 

Performance

The number of detraining 

passengers, the number 

of late passengers, and 

the average minutes late 

that late customers arrive 

at their detraining stations, 

reported by route, by 

train, and by station. The 

average minutes late per 

late customer calculation 

excludes on-time 

customers that arrive no 

later than 15 minutes after 

their scheduled time.

Data is available for download at railroads.dot.gov.

Host Running 

Time

The average actual 

running time and the 

median actual running 

time compared with the 

scheduled running time 

between the frst and fnal 

reporting points for a host 

railroad set forth in the 

Amtrak schedule skeleton, 

reported by route, by 

train, and by host railroad 

(excluding switching and 

terminal railroads).

Actual running time means the actual elapsed travel time of a train’s travel 

on a host railroad, between the departure time at the frst reporting point 

for a host railroad segment and the arrival time at the reporting point at the 

end of the host railroad segment.

Scheduled running time means the scheduled duration of a train’s travel on 

a host railroad, as set forth in the Amtrak schedule skeleton.

Schedule skeleton means a schedule grid used by Amtrak and host 

railroads to communicate the public schedule of an Amtrak train and the 

schedule of operations of an Amtrak train on host railroads.

Data is available for download at railroads.dot.gov.
FY23 Q4 Page 25

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 6. Host Railroad Names and Codes 

Host Railroad Name Host Railroad Code

Amtrak AM

Belt Railway of Chicago BR

BNSF Railway Company BN

Buckingham Branch Railroad BB

Canadian National CN

Canadian National - Other XC

Central Florida Rail Corridor FR

Chicago Terminal2 CT

CN – IC (Former GTW and IC) CC

Conrail Shared Assets CR

CP Rail (Soo Line) CP

CSX Corporation CS

Delaware & Hudson (CP Rail)(StL&H) DH

Florida DOT FL

Kansas City Terminal KC

Long Island Railroad LG

Massachusetts DOT MA

MBTA MT

Metra ME

Metro-North Railroad MN

Michigan DOT MI

Minnesota Commercial MC

New England Central NE

New Mexico DOT NM

Norfolk Southern NS

Pan Am Railways (formerly Guilford) GT

Regional Transportation District (Denver) RT

S.C.R.R.A (Moorpark to LAX) SC

San Diego Northern SN

Sound Transit (XNI-XTW =Tacoma, WA vicinity) ST

Terminal Railroad Assn. Of St. Louis (TRRA) TR

Trinity Rail Express TE

Union Pacifc UP

Vermont Railway VR

2 Amtrak records delays between 16th St. and Control Point-Roosevelt in Chicago to Chicago Terminal (CT).
FY23 Q4 Page 26

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 7. Amtrak Delay Code Defnitions

Responsibility Code Code Description Explanation

Amtrakresponsible 

delays

ADA Passenger-related All delays related to disabled passengers, wheelchair lifts, 

guide dogs, etc.

CAR Car failure Mechanical failure on all types of cars

CCR Cab car failure Mechanical failure on Cab Cars

CON Hold for guaranteed 

connection 

Holding for connections from other trains or buses

CTC CETC system failure Failure of the Centralized Electrifcation and Trafc Control 

(CETC) train control system

ENG Locomotive failure Mechanical failure on engines

HLD Passenger-related All delays related to passengers, checked baggage, large 

groups, etc.

INJ Injured/Ill guest/

Employee

Delay due to injured passengers or employees

ITI Initial terminal delay Delay at initial terminal due to late arriving inbound trains 

causing late release of equipment

MTI Disabled train ahead Disabled train ahead due to mechanical failure

OTH Miscellaneous delays Lost-on-run, heavy trains, unable to make normal speed, etc.

SVS Servicing All switching and servicing delays

SYS Crew & system Delays related to crews including lateness, lone-engineer 

delays

Host-responsible 

delays

CTI Commuter train 

interference 

Delays for meeting or following commuter trains

CTP Commuter train problems Delays directly caused by abnormal occurrences to commuter 

trains

DBB B&B work due to defect Delays caused by bridge or building maintenance

DCS C&S work due to defect Signal failure or other signal delays, wayside defect-detector 

false alarms, defective road crossing protection, efciency 

tests, drawbridge stuck open

DCT Defective concrete ties Delays caused by the replacement of concrete ties

DDA Defect detector actuation Delays caused by train inspection following a defect detector 

actuation

DET ET work due to defect Catenary or other electrical maintenance

DMW M/W work due to defect Maintenance of Way delays including holds for track repairs or 

MW foreman to clear

DSR Slow order delays Temporary slow orders, except heat or cold orders
FY23 Q4 Page 27

FRA Quarterly Report V. Quarterly Reporting Data Categories

Responsibility Code Code Description Explanation

Host-responsible 

delays

DTR Detour Delays from detours

FTI Freight train interference Delays from freight trains

PBB Planned B&B work Scheduled bridge and building maintenance

PET Planned ET work Scheduled catenary or other electrical work

PSC Planned C&S work Scheduled communications and signal work

PSR Planned speed 

restrictions 

Scheduled speed restrictions

PTI Passenger train 

interference 

Delays for meeting or following other passenger trains (not 

commuter trains)

RTE Routing delays, including 

late bulletins 

Routing-dispatching delays including diversions, late track 

bulletins, etc.

SMW Scheduled M/W work Scheduled maintenance of way work

Third-party delays BSP Bridge strike Delay due to train striking an overhead bridge

CUI Customs and immigration U.S. and Canadian customs delays; Immigration-related delays

DBS Debris strike, damage, 

set outs 

Debris strikes

MBO Movable bridge opening Movable bridge openings for marine trafc where no bridge 

failure is involved

NOD Unused recovery time Waiting for scheduled departure time at a station

POL Police-related delay Police/fre department holds on right-of-way or on board trains

TRS Trespasser incident Trespasser incidents including road crossing accidents, 

trespasser/animal strikes, vehicle stuck on track ahead, bridge 

strikes

UTL Utility company failure Failure due to utility company issue

WTR Weather-related All severe-weather delays, landslides or washouts, 

earthquake-related delays, heat or cold orders
FY23 Q4 Page 28

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 8. Customer On-Time Performance by Route

Service Line / Route OTP (FY23 Q3) OTP (FY23 Q4)

Long Distance

Auto Train 61.9% 74.4%

California Zephyr 21.6% 23.9%

Capitol Ltd 74.0% 57.9%

Cardinal 59.2% 53.2%

City Of New Orleans 79.4% 75.2%

Coast Starlight 61.7% 57.4%

Crescent 43.2% 55.4%

Empire Builder 48.9% 50.2%

Lake Shore Ltd 68.4% 51.7%

Palmetto 56.2% 56.6%

Silver Meteor 47.1% 44.5%

Silver Star 48.5% 45.3%

Southwest Chief 27.8% 25.4%

Sunset Ltd 35.2% 31.3%

Texas Eagle 55.5% 50.5%

Northeast Corridor

Acela 79.1% 76.0%

On Spine Northeast Regional 79.7% 78.8%

Richmond / Newport News / Norfolk 70.8% 63.3%

Roanoke 77.6% 61.6%

Springfield Shuttles 88.4% 82.1%

State Supported

Adirondack 66.3% 62.4%

Berkshire Flyer 66.0% 49.9%

Blue Water 60.8% 57.5%

Capitol Corridor 87.4% 86.4%

Carl Sandburg / Illinois Zephyr 75.9% 79.9%

Carolinian 56.1% 52.2%

Cascades 62.7% 67.0%

Downeaster 84.3% 73.1%

Ethan Allen Express 67.3% 69.2%

Heartland Flyer 72.8% 71.2%

Hiawatha 88.6% 82.7%

Illini / Saluki 74.1% 83.2%

Keystone 94.0% 93.2%

Lincoln / Missouri 61.9% 59.6%

Lincoln Service 82.5% 75.8%

Maple Leaf 70.0% 62.7%

Missouri 65.8% 72.4%

New York - Albany 81.7% 78.8%

New York - Niagara Falls 73.4% 61.1%

Pacific Surfliner 78.6% 76.3%

Pennsylvanian 78.5% 79.0%

Pere Marquette 93.0% 82.0%

Piedmont 60.5% 72.9%

San Joaquins 53.9% 68.4%

Vermonter 80.1% 49.4%

Wolverine 73.9% 61.4%
FY23 Q4 Page 29

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 3. Customer OTP by Service Line and Route

Power BI Desktop

0%

20%

40%

60%

80%

Service Line & Route

OTP

Auto Train

California Zephyr

Capitol Ltd

Cardinal

City Of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Ltd

Texas Eagle

Acela

On Spine Northeast Regional

Richmond / Newport News / Norfolk

Roanoke

Springfield Shuttles

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carl Sandburg / Illinois Zephyr

Carolinian

Cascades

Downeaster

Ethan Allen Express

Heartland Flyer

Hiawatha

Illini / Saluki

Keystone

Lincoln / Missouri

Lincoln Service

Maple Leaf

Missouri

New York - Albany

New York - Niagara Falls

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquins

Vermonter

Wolverine

Long Distance Northeast Corridor State Supported

74.4%

23.9%

57.9%

53.2%

75.2%

57.4%

55.4%

50.2%

51.7%

56.6%

44.5% 45.3%

25.4%

31.3%

50.5%

76.0%

78.8%

63.3%

61.6%

82.1%

62.4%

49.9%

57.5%

86.4%

79.9%

52.2%

67.0%

73.1%

69.2%

71.2%

82.7% 83.2%

93.2%

59.6%

75.8%

62.7%

72.4%

78.8%

61.1%

76.3%

79.0%

82.0%

72.9%

68.4%

49.4%

61.4%
FY23 Q4 Page 30

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 4. Customer OTP by Route

Power BI Desktop

0%

20%

40%

60%

80%

Route

OTP

Keystone

Capitol Corridor

Illini / Saluki

Hiawatha

Springfield Shuttles

Pere Marquette

Carl Sandburg / Illinois Zephyr

Pennsylvanian

New York - Albany

On Spine Northeast Regional

Pacific Surfliner

Acela

Lincoln Service

City Of New Orleans

Auto Train

Downeaster

Piedmont

Missouri

Heartland Flyer

Ethan Allen Express

San Joaquins

Cascades

Richmond / Newport News / Norfolk

Maple Leaf

Adirondack

Roanoke

Wolverine

New York - Niagara Falls

Lincoln / Missouri

Capitol Ltd

Blue Water

Coast Starlight

Palmetto

Crescent

Cardinal

Carolinian

Lake Shore Ltd

Texas Eagle

Empire Builder

Berkshire Flyer

Vermonter

Silver Star

Silver Meteor

Sunset Ltd

Southwest Chief

California Zephyr

93.2%

86.4%

83.2% 82.7% 82.1% 82.0%

79.9% 79.0% 78.8% 78.8%

76.3% 76.0% 75.8% 75.2% 74.4%

73.1% 72.9% 72.4%

71.2%

69.2% 68.4%

67.0%

63.3% 62.7% 62.4% 61.6% 61.4% 61.1%

59.6%

57.9% 57.5% 57.4% 56.6%

55.4%

53.2% 52.2% 51.7%

50.5% 50.2% 49.9% 49.4%

45.3% 44.5%

31.3%

25.4%

23.9%
FY23 Q4 Page 31

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 9. Ridership Data Metrics

Host Railroad Name July 2023 August 2023 September 2023

Belt Railway Company of Chicago Yes Yes Yes

BNSF Railway Yes Yes Yes

Buckingham Branch Railroad Yes Yes Yes

Canadian National Yes Yes Yes

Canadian Pacific Yes Yes Yes

Central Florida Rail Corridor (Florida Rail) Yes Yes Yes

Conrail Yes Yes Yes

CSX Transportation Yes Yes Yes

Golden Isles Terminal Railroad Yes Yes Yes

Kansas City Terminal Railway Yes Yes Yes

Massachusetts Bay Transportation Authority Yes Yes Yes

Massachusetts Department of Transportation Yes Yes Yes

Metra Yes Yes Yes

Metro-North Railroad Yes Yes Yes

Michigan Department of Transportation Yes Yes Yes

Minnesota Commercial Railway Yes Yes Yes

New England Central Railroad Yes Yes Yes

New Mexico Department of Transportation Yes Yes Yes

Norfolk Southern Yes Yes Yes

North County Transit District (San Diego Northern) Yes Yes Yes

Pan Am Railways Yes Yes Yes

Portland Terminal Railroad Company Yes Yes Yes

Regional Transportation District (Denver Union 

Station)

Yes Yes Yes

Sound Transit Yes Yes Yes

South Florida Regional Transportation Authority 

(Florida Department of Transportation)

Yes Yes Yes

Southern California Regional Rail Authority Yes Yes Yes

Terminal Railroad Association of St. Louis Yes Yes Yes

Trinity Railway Express Yes Yes Yes

Union Pacific Railroad Yes Yes Yes

Vermont Railway Yes Yes Yes
FY23 Q4 Page 32

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 10. Disputed Delay Minutes1

Host Railroad Disputed Delay 

Minutes

Unresolved Disputed 

Delay Minutes

BNSF 983 0

Buckingham Branch 18 0

Canadian National 11,195 0

Canadian Pacific 156 0

Norfolk Southern 739 0

SCRRA (Metrolink) 397 0

Sound Transit 54 0

TRE 0 0

Union Pacific 1,005 0

Total 14,547 0

1 Amtrak or host railroads may identify minutes that are not resolved.
FY23 Q4 Page 33

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 11. Amtrak Responsible Train Delay Minutes

Amtrak (Host) Amtrak (Non-Host) Amtrak Total 

Resp. Delay Service Line / Route CTI CTP DBB DCS DCT DDA DET DMW DSR DTR FTI PBB PET PSC PSR PTI RTE SMW Total ADA CAR CCR CON CTC ENG HLD INJ ITI MTI OTH SVS SYS Total Minutes

Long Distance

Auto Train 13 127 29 865 35 165 144 317 587 2,282 2,282

California Zephyr 8 23 3 28 8 70 812 1,342 5 34 3,589 2,570 323 627 1,596 4,668 3,317 18,883 18,953

Capitol Ltd 48 252 9 34 3 82 67 495 168 92 209 1,599 413 58 130 187 505 1,265 4,626 5,121

Cardinal 36 62 13 12 40 15 172 10 14 374 346 293 7 1,561 334 21 279 19 777 575 1,401 5,613 5,987

City Of New Orleans 9 103 4 54 27 197 792 597 12 1,641 1,530 140 9 154 551 1,886 7,312 7,509

Coast Starlight 1,077 640 297 604 1,979 281 98 1,242 2,473 2,495 11,186 11,186

Crescent 74 8 237 416 27 142 4 20 14 280 77 58 1,357 1,698 107 9 35 1,025 1,348 78 276 628 2,342 3,151 10,697 12,054

Empire Builder 32 6 - 10 6 54 553 1,125 1,159 3,378 3,154 121 3,423 838 3,480 5,815 23,046 23,100

Lake Shore Ltd 64 10 465 2 1,079 280 12 259 188 40 2,399 757 943 505 1,483 2,946 55 66 16 667 1,540 1,835 10,813 13,212

Palmetto 85 42 223 5 196 34 77 24 40 167 36 99 1,028 1,187 70 55 418 772 89 47 52 144 383 976 4,193 5,221

Silver Meteor 325 64 12 262 8 22 314 26 227 36 18 33 484 43 182 2,056 2,638 774 4 12 1,164 1,738 151 64 58 328 1,074 1,945 9,950 12,006

Silver Star 119 15 161 13 190 41 197 123 13 33 411 51 11 1,378 2,275 367 28 23 47 1,988 1,932 112 18 10 139 967 3,966 11,872 13,250

Southwest Chief 26 29 6 23 12 96 975 1,237 5 312 5,027 3,644 221 77 543 5,300 4,811 22,152 22,248

Sunset Ltd 2 8 53 18 4 85 500 10 701 777 922 46 801 759 1,876 1,906 8,298 8,383

Texas Eagle 4 24 6 43 28 105 1,165 377 494 1,007 2,614 161 - 608 3,327 3,443 13,196 13,301

Northeast Corridor

Acela 2,129 826 749 3,189 20 83 3,081 661 808 32 174 79 641 1,924 110 2,524 17,030 829 1,756 197 7 288 3,315 2,757 101 836 499 272 175 1,018 12,050 29,080

On Spine Northeast 

Regional 2,415 726 281 2,646 21 53 2,186 434 201 13 7 126 65 20 343 2,468 145 2,741 14,891 1,574 476 76 335 61 1,994 3,870 70 769 311 298 776 1,614 12,224 27,115

Richmond / Newport 

News / Norfolk 1,346 196 330 1,757 9 41 1,896 543 893 252 63 12 385 2,543 296 1,636 12,198 3,357 687 38 377 30 4,121 4,898 255 602 335 1,229 2,194 2,839 20,962 33,160

Roanoke 496 123 54 705 632 211 358 74 54 9 144 508 117 521 4,006 1,403 182 251 23 2,229 2,445 65 348 116 341 771 1,472 9,646 13,652

Springfield Shuttles 393 55 637 9 93 64 62 141 11 32 612 97 210 2,416 137 214 72 3,776 713 180 36 806 75 166 651 599 7,425 9,841

State Supported

Adirondack 15 580 3 22 53 255 118 1,046 119 55 384 408 77 121 200 1,364 2,410

Berkshire Flyer 6 134 41 6 187 10 5 243 71 106 614 23 45 91 1,208 1,395

Blue Water 19 409 3 571 9 101 18 1,130 517 151 558 367 61 694 347 629 3,324 4,454

Capitol Corridor 958 394 143 83 1,189 805 68 557 1,016 753 1,502 7,468 7,468

Carl Sandburg / Illinois 

Zephyr 26 9 14 15 7 71 442 377 21 192 375 200 27 108 154 1,896 1,967

Carolinian 117 103 14 201 233 21 165 5 7 25 137 29 99 1,156 1,997 178 3 29 10 645 1,082 75 87 19 135 478 1,536 6,274 7,430

Cascades 2,311 824 402 87 882 1,660 56 58 1,364 575 2,428 10,647 10,647

Downeaster 367 19 114 621 1,101 41 1,525 348 133 133 4,402 4,402

Ethan Allen Express 138 11 14 10 165 189 527 225 2 36 232 789 22 75 379 428 542 2,730 3,257

Heartland Flyer 290 13 156 81 296 25 11 33 40 945 945

Hiawatha 188 34 3 1 37 66 329 235 59 11 472 439 1,357 2,359 980 553 6,465 6,794

Illini / Saluki 8 32 8 61 33 142 492 332 412 691 47 555 217 49 1,038 3,833 3,975

Keystone 1,184 211 73 1,483 5 2,261 517 18 11 114 88 842 42 1,208 8,057 71 83 416 33 1,317 276 104 461 315 462 76 169 3,783 11,840

Lincoln / Missouri 27 83 16 2 89 64 32 313 1,385 140 3 600 405 22 450 110 1,092 4,207 4,520

Lincoln Service 18 443 377 73 32 943 692 587 16 381 464 35 146 942 275 1,120 4,658 5,601

Maple Leaf 42 509 164 2 117 150 2 986 591 50 22 678 890 30 64 290 966 1,646 5,227 6,213

Missouri 482 24 12 269 9 264 13 582 1,655 1,655

New York - Albany 79 49 342 37 87 131 21 770 352 32 1,900 463 49 159 1,094 1,261 31 360 21 108 163 628 4,337 6,237

New York - Niagara Falls 14 62 303 96 464 63 580 237 34 1,853 903 26 31 586 1,309 4 34 3 287 374 1,583 5,140 6,993

Pacific Surfliner 2,311 625 334 340 1,682 5,741 136 2,472 1,791 704 3,699 19,835 19,835

Pennsylvanian 46 9 92 217 35 9 5 85 98 596 533 63 327 225 384 5 181 18 1,352 154 342 3,584 4,180

Pere Marquette 10 38 2 75 10 135 177 15 34 168 243 94 253 984 1,119

Piedmont 844 152 15 374 428 21 693 1,072 751 4,350 4,350

San Joaquins 1,413 376 627 554 1,677 800 22 580 1,414 443 1,938 9,844 9,844

Vermonter 210 104 13 403 54 77 145 27 48 13 9 31 713 10 397 2,254 184 95 269 5 528 395 23 143 60 343 365 835 3,245 5,499

Wolverine 52 363 83 1,772 47 1,136 83 3,536 1,483 456 55 844 1,136 89 539 890 1,058 1,852 8,402 11,938
FY23 Q4 Page 34

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 12. Host Railroad Responsible Train Delay Minutes

Delay Cause

Service Line / Route CTI DCS DET DMW DSR DTR FTI PTI RTE Total

Long Distance

Auto Train 572 1,218 331 6,179 4,759 3,542 1,039 17,640

California Zephyr 405 4,928 2,259 17,593 19,793 5,556 4,077 54,611

Capitol Ltd 110 1332 272 1,801 9,238 1235 2,533 16,521

Cardinal 189 752 118 1,742 2,279 1,197 417 6,694

City Of New Orleans 64 918 426 3,229 3,968 2,166 2,016 12,787

Coast Starlight 1,286 7,222

2 596 9,785 83 7,522 7,681 1,174 35,351

Crescent 329 5,035 366 3,881 12,033 3,805 1,599 27,048

Empire Builder 1,033 2,349 1,749 13,103 465 16,675 3,212 1,409 39,995

Lake Shore Ltd 2,641 1,739 1,229 2,473 8,743 2,337 3,114 22,276

Palmetto 113 1,061 648 2,470 4,207 2,747 263 11,509

Silver Meteor 2,317 2,026 384 5,383

3 4,884 4,182 1039 20,218

Silver Star 2,153 2,796 458 6,518

2 4,199 5,012 1,485 22,623

Southwest Chief 3,427 4,656 871 9,643 156 11,575 5,192 1,282 36,802

Sunset Ltd 45 2,910 599 6,589 138 14,608 465 2,728 28,082

Texas Eagle 218 2,613 1,128 11,426 309 21,496 2,507 2,094 41,791

Northeast Corridor

Acela 2,906 427

1 556 11,4108 117 339 15,764

On Spine Northeast 

Regional 5,659 425 259 5,622 62 380 12,407

Richmond / Newport News / 

Norfolk 4,952 3,288 1,385 9,285 597 4,501 3,191 4,360 31,559

Roanoke 1,265 1597 76 306 3,343

4 2,877 2,750 689 12,907

Springfield Shuttles 205 218 13 22 1,340

4 184 78 122 2,186

State Supported

Adirondack 1,404 280 280 1,558 144 751 570 4,987

Berkshire Flyer 284 11 63 763 239 70 1430

Blue Water

7 375 261 922 2,355 347 175 4,442

Capitol Corridor 1041 3,187 464 2,601 24 1,257 6,686 1,768 17,028

Carl Sandburg / Illinois 

Zephyr 845 668 475 1953 13 2,459 134 562 7,109

Carolinian 58 1,433 573 1,643 1,814 2,379 1,526 9,426

Cascades 475 3,136 828 6,622 5,373 5,440 2,594 24,468

Downeaster 1,707 3,833 314 1045 154 429 4,111 479 12,072

Ethan Allen Express 1,009 169 199 1,400 46 482 413 3,718

Heartland Flyer 297 282 3,837 841 86 5,343

Hiawatha 4,369 1268 807 4,315

6 513 1485 612 13,375

Illini / Saluki 469 862 342 3,266 2,233 2,243 570 9,985

Lincoln / Missouri 23 1,410 290 2,143 285 4,057 2,105 773 11,086

Lincoln Service 112 1,973 156 2,566 434 6,587 4,289 867 16,984

Maple Leaf 810 326 337 804 2,259 290 1,005 5,831

Missouri 532 116 803 2,018 728 243 4,440

New York - Albany 5,758 137 600 1,749 518 1,891 10,653

New York - Niagara Falls 3,331 996 655 1,601 3,757 654 2,148 13,142

Pacific Surfliner 9,757 15,400 1,351 5,580 16 1,631 14,725 1408 49,868

Pennsylvanian 677 219 377 1,947 1,138 4,358

Pere Marquette 18 369 192 501

3 715 103 104 2,005

Piedmont 1,927 183 1,215 2,540 3,432 636 9,933

San Joaquins 68 4,956 679 6,813 36 16,831 14,810 964 45,157

Vermonter 830 752 190 12,111 196 712 171 14,962

Wolverine 34 1,780 789 2,972 2,698 3,022 739 12,034
FY23 Q4 Page 35

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 13. Third Party Responsible Train Delay Minutes

Delay Cause

Service Line / Route BSP CUI DBS MBO NOD POL TRS UTL WTR Total

Long Distance

Auto Train 172 7 986 188 152 1,690 3,195

California Zephyr 480 454 2,780 1,355 689 10,175 15,933

Capitol Ltd 183 63 2,708 167 217 2,016 5,354

Cardinal 132 7 2,160 73 28 1,624 4,024

City Of New Orleans 622 8,275 268 311 1,535 11,011

Coast Starlight 1,078 349 6,613 2,087 1,745 1,684 13,556

Crescent 23 113 91 6,248 917 763 3 3,018 11,176

Empire Builder 89 217 10,996 929 124 1,987 14,342

Lake Shore Ltd 201 161 5,633 227 470 1,637 8,329

Palmetto 143 62 928 212 218 3 4,476 6,042

Silver Meteor 16 77 91 3,035 704 1,178 2 2,323 7,426

Silver Star 18 229 95 2,350 727 694 5 4,799 8,917

Southwest Chief 474 260 2,362 1,641 874 3,651 9,262

Sunset Ltd 32 177 88 1,765 726 514 2,006 5,308

Texas Eagle 187 58 8,966 431 1,450 1,424 12,516

Northeast Corridor

Acela 361 284 411 2,394 1,075 1,346 207 4,677 10,755

On Spine Northeast Regional 278 281 348 1,700 1,262 1,094 205 4,420 9,588

Richmond / Newport News / Norfolk 139 679 392 3,531 1,361 461 113 10,269 16,945

Roanoke 53 669 185 1,482 343 358 9 3,226 6,325

Springfield Shuttles 18 26 138 1,820 594 136 2,639 5,371

State Supported

Adirondack 98 18 5 1,715 56 44 74 2,010

Berkshire Flyer 10 276 286

Blue Water 84 2,347 89 227 632 3,379

Capitol Corridor 148 1,897 2,300 2,333 4,283 286 11,247

Carl Sandburg / Illinois Zephyr 73 668 95 47 1,200 2,083

Carolinian 3 94 6 889 384 630 14 4,439 6,459

Cascades 432 102 1,423 2,653 2,120 1,387 853 8,970

Downeaster 183 12 952 324 476 294 2,241

Ethan Allen Express 41 1,708 18 243 918 2,928

Heartland Flyer 4 21 12 18 325 380

Hiawatha 4 24 142 103 188 73 534

Illini / Saluki 35 17 2,154 103 144 574 3,027

Keystone 222 124 36 113 68 300 1,453 2,316

Lincoln / Missouri 20 50 1,229 149 329 1,437 3,214

Lincoln Service 225 62 4,371 79 1,040 1,275 7,052

Maple Leaf 312 88 6 2,377 46 114 1,258 4,201

Missouri 224 639 85 91 1,191 2,230

New York - Albany 54 24 811 82 283 956 2,210

New York - Niagara Falls 96 7 2,149 33 227 1,202 3,714

Pacific Surfliner 472 11,667 2,882 1,806 374 17,201

Pennsylvanian 12 10 86 39 37 8 879 1,071

Pere Marquette 136 61 267 2 33 276 775

Piedmont 300 852 463 741 1,172 3,528

San Joaquins 239 3 5,595 2,235 1,770 294 10,136

Vermonter 2 15 66 526 206 99 240 1,154

Wolverine 306 189 928 251 748 648 3,070
FY23 Q4 Page 36

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 5. Delay Minutes by Service Line and Responsibility

Power BI Desktop

-

200K

400K

600K

800K

Service Line

Delay Minutes

Long Distance Northeast Corridor State Supported

164K

62K

130K

404K

125K

339K

136K

49K

105K

Delay Responsibility Amtrak Host Railroad Third Party

1 In Figure 5, Amtrak delays include only Amtrak (non-host) delays. Amtrak as host delays are included with Host 

Railroad delays. This applies also to Figure 6, Figure 7, Figure 9, Figure 10, Figure 11, and Figure 12.
FY23 Q4 Page 37

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 6. Delay Minutes by Route and Responsibility

Power BI Desktop

-

20K

40K

60K

80K

Route

Delay Minutes

California Zep...

Pacific Surfliner

Richmond / Newport News ...

Empire Builder

Southwest Chief

Texas Eagle

San Joaquins

Coast Starlight

Acela

Crescent

On Spine Northeast Regional

Silver Star

Cascades

Lake Shore Ltd

Sunset Ltd

Silver Meteor

Capitol Corridor

Roanoke

City Of New Orleans

Lincoln Service

Wolverine

Capitol Ltd

New York - Niagara Falls

Carolinian

Auto Train

Palmetto

Vermonter

Hiawatha

New York - Albany

Lincoln / Missouri

Downeaster

Piedmont

Springfield Shuttles

Illini / Saluki

Cardinal

Maple Leaf

Keystone

Blue Water

Carl Sandburg / Illinois Zephyr

Ethan Allen Express

Pennsylvanian

Adirondack

Missouri

Heartland Flyer

Pere Marquette

Berkshire Flyer

19K 20K 21K 23K 22K

13K

10K 11K 12K 11K 12K 12K 11K 11K

8K 10K

7K 10K 7K

5K

8K

5K 5K 6K

2K 4K 3K

6K 4K 4K 4K 4K

7K

4K 6K 5K 4K 3K 2K 3K 4K

55K

50K

44K 40K

37K

42K

45K

35K 33K

28K 27K

24K 24K 25K 28K

22K

17K

17K

13K 18K

16K

17K 15K 11K 18K 13K

17K

14K

13K 11K 12K 10K 5K 10K 7K 7K 8K

6K 7K 4K

5K

6K 4K 5K

2K

16K

17K

17K

14K

9K

13K

10K

14K

11K

11K 10K

9K 9K 8K 5K

7K

11K 6K

11K 7K 3K

5K

4K

6K

3K

6K

2K 3K 2K

4K

5K 3K 4K 4K 2K

3K 2K

3K 2K

2K

Delay Responsibility Amtrak Host Railroad Third Party
FY23 Q4 Page 38

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 7. Class I Host Responsible Train Delay Minutes

* The CP delays do not include those on the portions of the Adirondack and Ethan Allen routes where the Delaware & 

Hudson a CP subsidiary, is the host railroad.

Power BI Desktop

-

50K

100K

150K

200K

Host Railroad

Delay Minutes

Union Pacific BNSF CSX Norfolk

Southern

CN CP

69K

56K

38K

36K

12K

Delay Code CTI DCS DMW DSR DTR FTI PTI RTE

*
FY23 Q4 Page 39

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 8. Train Delay Minutes by Responsibility

Power BI Desktop

-

200K

400K

600K

800K

Delay Responsibility

Delay Minutes

Amtrak Host Railroad Third Party

356K

868K

291K

Delay Responsibility Amtrak Host Railroad Third Party
FY23 Q4 Page 40

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 9. Train Delay Minutes per 10,000 Train Miles by Service Line

Power BI Desktop

0

500

1,000

1,500

2,000

Service Line

Delay Minutes per 10K Train Miles

Long Distance State Supported Northeast Corridor

456

379

275

1122

990

554

379

308

216

Delay Responsibility Amtrak Host Railroad Third Party
FY23 Q4 Page 41

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 10. Delay Minutes per 10,000 Train Miles by Service Line, Route and Responsibility

Power BI Desktop

0

1,000

2,000

3,000

4,000

Service Line and Route

Delay Minutes per 10K Train Miles

Auto Train

California Zephyr

Capitol Ltd

Cardinal

City Of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Ltd

Texas Eagle

Acela

On Spine Northeast Regional

Richmond / Newport News / Norfolk

Roanoke

Springfield Shuttles

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carl Sandburg / Illinois Zephyr

Carolinian

Cascades

Downeaster

Ethan Allen Express

Heartland Flyer

Hiawatha

Illini / Saluki

Keystone

Lincoln / Missouri

Lincoln Service

Maple Leaf

Missouri

New York - Albany

New York - Niagara Falls

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquins

Vermonter

Wolverine

Long Distance Northeast Corridor State Supported

146

427 334

651

438 459 460 491 521

280

406 453 540 557 558

157 213

372 407

627

343

1726

578

300 202

503 468

335

496

257

599

346

117

413

304

560

326 305 308

567 467

324 374 289 338

604

1126

1236

1227

820

777

1451

1222

853

1189

838

909 916

899

1890

1770

426

475

776 714

389

1518

2311

969

684

764

848

1075

918

771

1455

1270

914

248

1120

1169 730

874 882 899

1427

645

705

855

1325

1791

1119

204

360

386 467

659

556

481

305

401

404

303

340 226

356 529

140

167

301 267 454

506

409

588

452

222

517

394

170

532

103

273

316 460

450

439

155

223

492

140 255

304

297

120

221

Delay Responsibility Amtrak Host Railroad Third Party
FY23 Q4 Page 42

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 11. Delay Minutes per 10,000 Train Miles by Route and Responsibility

Power BI Desktop

0

1,000

2,000

3,000

4,000

Routes

Delay Minutes per 10K Train Miles

Berkshire Flyer

Texas Eagle

Sunset Ltd

Pacific Surfliner

Coast Starlight

Adirondack

Vermonter

Crescent

Blue Water

Lake Shore Ltd

California Zephyr

Capitol Ltd

Wolverine

Cardinal

Cascades

Lincoln Service

Hiawatha

San Joaquins

City Of New Orleans

Carolinian

Lincoln / Missouri

Heartland Flyer

Ethan Allen Express

Maple Leaf

Silver Star

Southwest Chief

Empire Builder

Missouri

Silver Meteor

Illini / Saluki

Piedmont

Palmetto

Auto Train

Springfield Shuttles

Richmond / Newport News / Norfolk

Capitol Corridor

New York - Niagara Falls

Downeaster

Roanoke

New York - Albany

Pere Marquette

Pennsylvanian

Carl Sandburg / Illinois Zephyr

On Spine Northeast Regional

Acela

Keystone

1726

558 557 567

459

343 338

460

578 521 427 334

604 651

468

304

599

289

438 503 413

257

496 560

453 540 491

326 406 346 374 280

146

627

372 300 308 335 407

305 324

467

202 213 157 117

2311

1770

1890

1427

1451

1518

1791

1222 969

1189

1236

1227

1119

820

1075

1169

1270

1325

777

848 1120 1455

771 730 916

899

853

874

909

914 855

838 1126

389

776

684

899 918 714 882

705

645

764

475

426

248

409

529 356

492

556

506

120

481

588

401

360

386

221

467 394 460

297

659

517

316

103

532 450 340 226

305

439

303

273 304

404

204

454

301

452

223 170

267 155

255 140

222

167

140

Delay Responsibility Amtrak Host Railroad Third Party
FY23 Q4 Page 43

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 12. Class I Host Responsible Train Delay Minutes per 10,000 Train Miles

Power BI Desktop

0

200

400

600

800

1,000

1,200

1,400

Host Railroad

Delay Minutes per 10K Train Miles

Union Pacific Norfolk

Southern

CSX BNSF CN CP

463

521

302

332

341

154

Delay Code CTI DCS DET DMW DSR DTR FTI PTI RTE

*The CP delays do not include those on the portions of the Adirondack and Ethan Allen routes where the Delaware & 

Hudson, a CP subsidiary, is the host railroad.

*
FY23 Q4 Page 44

FRA Quarterly Report V. Quarterly Reporting Data Categories

B. Customer Service 

Amtrak’s customer satisfaction survey means a market-research survey that measures Amtrak’s 

satisfaction score by specifc service attributes that cover the entire customer journey.

FRA publishes information about Amtrak’s customer satisfaction survey (including the survey 

questions and methodology) annually as an appendix to the quarterly report. The most recent 

customer satisfaction survey is available in Appendix 2 of this report.

Amtrak adjusts overall satisfaction score performance by removing passengers who arrive at their 

destinations on State Supported and Long Distance routes excessively late (30 minutes late for Statesupported routes and 120 minutes for Long Distance routes) from the system-wide calculation.

Amtrak provided the percent of respondents to the Amtrak customer satisfaction survey who provided 

a score of 70 percent or greater for their overall satisfaction (Top 4) and the percent of respondents 

who provided a score of 80 percent or greater (Top 3). The tables and charts in this report refect 

the percent of respondents to the Amtrak customer satisfaction survey who provided a score of 70 

percent or greater for their overall satisfaction (Top 4).

Table 14. Customer Service Metrics – Defnitions and Notes 

Metric Defnition

Customer 

Satisfaction

The percent of respondents to the Amtrak customer satisfaction survey who provided a score of 70 

percent or greater for their “overall satisfaction” on a 100-point scale for their most recent trip, by 

route, shown both adjusted for performance and unadjusted

Amtrak 

Personnel

The average score from respondents to the Amtrak customer satisfaction survey for their overall 

review of Amtrak personnel on their most recent trip, by route.

Information 

Given

The average score from respondents to the Amtrak customer satisfaction survey for their overall 

review of information provided by Amtrak on their most recent trip, by route.

On-board 

Comfort

The average score from respondents to the Amtrak customer satisfaction survey for their overall 

review of onboard comfort on their most recent trip, by route.

On-board 

Cleanliness

The average score from respondents to the Amtrak customer satisfaction survey for their overall 

review of onboard comfort on their most recent trip, by route.

On-board food 

service

The average score from respondents to the Amtrak customer satisfaction survey for their overall 

review of on-board food service on their most recent trip, by route.
FY23 Q4 Page 45

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 15. Customer Satisfaction by Route - Not Adjusted for Train Performance

Service Line / Route Overall 

Service

Amtrak 

Personnel

Information 

Given

On-Board 

Cleanliness

On-Board 

Comfort

On-Board 

Food Service

Long Distance

Auto Train 82% 93% 88% 85% 75% 70%

California Zephyr 69% 85% 66% 66% 77% 69%

Capitol Limited 74% 88% 78% 80% 80% 57%

Cardinal 67% 83% 67% 74% 74% 57%

City of New Orleans 80% 87% 81% 82% 82% 68%

Coast Starlight 78% 87% 74% 74% 81% 70%

Crescent 68% 81% 71% 69% 75% 57%

Empire Builder 74% 86% 71% 71% 78% 67%

Lake Shore Limited 71% 81% 72% 73% 76% 57%

Palmetto 77% 84% 75% 80% 82% 70%

Silver Meteor 78% 86% 77% 74% 80% 68%

Silver Star 76% 82% 76% 73% 78% 65%

Southwest Chief 71% 85% 70% 69% 74% 69%

Sunset Limited 71% 86% 70% 71% 81% 73%

Texas Eagle 70% 83% 70% 70% 77% 60%

Northeast Corridor

Acela 85% 90% 82% 87% 87% 74%

Northeast Regional 81% 88% 76% 86% 87% 69%

State Supported

Adirondack 78% 87% 72% 88% 87% 71%

Berkshire Flyer 41% 84% 51% 92% 83% 0

Blue Water 85% 90% 79% 92% 88% 70%

Capitol Corridor 87% 91% 85% 90% 92% 78%

Carolinian 76% 84% 75% 78% 82% 69%

Cascades 80% 90% 79% 80% 83% 68%

Downeaster 87% 94% 83% 92% 92% 80%

Empire 81% 89% 77% 87% 86% 43%

Ethan Allen 82% 85% 77% 85% 83% 63%

Heartland Flyer 94% 94% 90% 93% 91% 84%

Hiawatha 88% 94% 83% 90% 91% 53%

Illini 87% 92% 84% 87% 90% 71%

Illinois Zephyr 89% 93% 86% 93% 90% 82%

Keystone 90% 93% 87% 90% 92% 50%

Lincoln Service 83% 90% 80% 88% 86% 71%

Maple Leaf 80% 88% 78% 79% 86% 68%

Missouri River Runner 90% 95% 86% 89% 91% 74%

New Haven-Springfield 82% 90% 73% 87% 90% 73%

Pacific Surfliner 81% 90% 78% 85% 88% 73%

Pennsylvanian 87% 91% 86% 86% 91% 74%

Pere Marquette 88% 95% 88% 92% 83% 77%

Piedmont 89% 95% 89% 92% 90% 70%

San Joaquins 84% 91% 85% 85% 88% 70%

Vermonter 63% 83% 54% 79% 82% 58%

Washington-Lynchburg 74% 85% 68% 78% 84% 66%

Washington-Newport News 82% 88% 77% 83% 87% 72%

Washington-Norfolk 80% 89% 75% 81% 88% 73%

Washington-Richmond 79% 86% 71% 81% 87% 69%

Wolverine 79% 87% 76% 87% 83% 68%
FY23 Q4 Page 46

FRA Quarterly Report V. Quarterly Reporting Data Categories

Table 16. Customer Satisfaction by Route - Adjusted for Train Performance

Service Line / Route Overall 

Service

Amtrak 

Personnel

Information 

Given

On-Board 

Comfort

On-Board 

Cleanliness

On-Board 

Food Service

Long Distance

Auto Train 83% 93% 89% 75% 86% 70%

California Zephyr 78% 88% 74% 81% 71% 73%

Capitol Limited 77% 89% 80% 81% 81% 58%

Cardinal 74% 84% 75% 77% 78% 61%

City of New Orleans 82% 88% 84% 83% 83% 69%

Coast Starlight 81% 89% 78% 82% 76% 72%

Crescent 76% 83% 79% 78% 72% 59%

Empire Builder 80% 87% 78% 80% 73% 69%

Lake Shore Limited 75% 82% 76% 78% 75% 59%

Palmetto 78% 85% 76% 83% 80% 71%

Silver Meteor 81% 87% 81% 81% 75% 69%

Silver Star 81% 85% 80% 81% 76% 68%

Southwest Chief 79% 88% 78% 79% 73% 74%

Sunset Limited 81% 89% 79% 85% 76% 80%

Texas Eagle 77% 86% 76% 80% 74% 64%

Northeast Corridor

Acela 86% 90% 82% 87% 87% 74%

Northeast Regional 82% 88% 77% 87% 86% 69%

State Supported

Adirondack 76% 84% 76% 84% 86% 64%

Berkshire Flyer 80% 80% 80% 100% 100% 0

Blue Water 90% 93% 85% 91% 94% 74%

Capitol Corridor 90% 92% 87% 93% 91% 79%

Carolinian 85% 87% 84% 85% 81% 73%

Cascades 84% 92% 84% 85% 82% 69%

Downeaster 93% 96% 88% 94% 94% 83%

Empire 85% 90% 82% 89% 89% 44%

Ethan Allen 88% 87% 85% 84% 89% 62%

Heartland Flyer 94% 94% 91% 91% 93% 84%

Hiawatha 91% 95% 86% 92% 91% 54%

Illini 89% 93% 87% 91% 88% 72%

Illinois Zephyr 90% 93% 87% 90% 93% 83%

Keystone 92% 93% 89% 93% 91% 52%

Lincoln Service 89% 91% 86% 88% 90% 75%

Maple Leaf 86% 89% 84% 88% 82% 71%

Missouri River Runner 95% 96% 92% 93% 92% 77%

New Haven-Springfield 88% 91% 80% 92% 89% 77%

Pacific Surfliner 86% 91% 84% 90% 88% 75%

Pennsylvanian 89% 92% 87% 91% 88% 74%

Pere Marquette 88% 95% 89% 82% 92% 77%

Piedmont 91% 95% 91% 91% 93% 73%

San Joaquins 88% 92% 88% 90% 86% 71%

Vermonter 79% 86% 72% 86% 86% 63%

Washington-Lynchburg 86% 89% 80% 89% 84% 72%

Washington-Newport News 87% 90% 82% 89% 86% 75%

Washington-Norfolk 88% 91% 82% 91% 85% 77%

Washington-Richmond 86% 87% 77% 89% 83% 74%

Wolverine 85% 89% 82% 85% 89% 71%
FY23 Q4 Page 47

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 13. Customer Satisfaction by Service Line and Route - Adjusted and Not Adjusted for Train Performance

Power BI Desktop

50%

60%

70%

80%

90%

Service Line & Route

Customer Satisfaction

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Limited

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire

Ethan Allen

Heartland Flyer

Hiawatha

Illini

Illinois Zephyr

Keystone

Lincoln Service

Maple Leaf

Missouri River Runner

New Haven-Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquins

Vermonter

Washington-Lynchburg

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northea... State Supported

82%

69%

74%

67%

80%

78%

68%

74%

71%

77%

78%

76%

71%71%

70%

85%

81%

78%

41%

85%

87%

76%

80%

87%

81%

82%

94%

88%

87%

89%

90%

83%

80%

90%

82%

81%

87%

88%

89%

84%

63%

74%

82%

80%

79%79%

83%

78%

77%

74%

82%

81%

76%

80%

75%

78%

81%81%

79%

81%

77%

86%

82%

76%

80%

90%90%

85%

84%

93%

85%

88%

94%

91%

89%

90%

92%

89%

86%

95%

88%

86%

89%

88%

91%

88%

79%

86%

87%

88%

86%

85%

Non-Adjusted Overall Service Non-Adjusted Overall Service Adjusted Overall Service Adjusted Overall Service
FY23 Q4 Page 48

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 14. Customer Satisfaction by Route - Adjusted and Not Adjusted for Train Performance

Non-Adjusted Overall Service Adjusted Overall Service

Power BI Desktop

50%

60%

70%

80%

90%

Route

Customer Satisfaction

Heartland Flyer

Keystone

Missouri River Runner

Illinois Zephyr

Piedmont

Hiawatha

Pere Marquette

Capitol Corridor

Downeaster

Illini

Pennsylvanian

Acela

Blue Water

San Joaquins

Lincoln Service

Auto Train

Ethan Allen

New Haven-Springfield

Washington-Newport News

Empire

Northeast Regional

Pacific Surfliner

Cascades

City of New Orleans

Maple Leaf

Washington-Norfolk

Washington-Richmond

Wolverine

Adirondack

Coast Starlight

Silver Meteor

Palmetto

Carolinian

Silver Star

Capitol Limited

Empire Builder

Washington-Lynchburg

Lake Shore Limited

Southwest Chief

Sunset Limited

Texas Eagle

California Zephyr

Crescent

Cardinal

Vermonter

Berkshire Flyer

94%

90%90%

89%89%

88%88%

87%87%87%87%

85%85%

84%

83%

82%82%82%82%

81%81%81%

80%80%80%80%

79%79%

78%78%78%

77%

76%76%

74%74%74%

71%71%71%

70%

69%

68%

67%

63%

41%

94%

92%

95%

90%

91%91%

88%

90%

93%

89%89%

86%

90%

88%

89%

83%

88%88%

87%

85%

82%

86%

84%

82%

86%

88%

86%

85%

76%

81%81%

78%

85%

81%

77%

80%

86%

75%

79%

81%

77%

78%

76%

74%

79%

80%

Non-Adjusted Overall Service Adjusted Overall Service
FY23 Q4 Page 49

FRA Quarterly Report V. Quarterly Reporting Data Categories

C. Financial 

Table 17. Financial Metrics – Defnitions and Notes

Metric Defnition Data Description and Notes

Cost 

Recovery

Amtrak’s adjusted 

operating revenue divided 

by Amtrak’s adjusted 

operating expense. This 

metric is reported at the 

corporate level/systemwide and for each route 

and is reported in constant 

dollars of the reporting 

year based on the Ofce 

of Management and 

Budget’s gross domestic 

product chain defator.

Adjusted operating expenses means Amtrak’s operating expenses adjusted 

to exclude certain Amtrak expenses that are not considered core to operating 

the business. The major exclusions are depreciation, capital project–related 

expenditures not eligible for capitalization, the non-cash portion of pension 

and post-retirement benefts, and Amtrak’s Ofce of Inspector General 

expenses. Adjusted operating expenses do not include any operating 

expenses for State Supported routes that are paid for separately by States.

System-wide (Total Amtrak) includes Ancillary and Infrastructure expenses 

not related to train operations. National Train Service includes expenses from 

all train operations and routes. Special Trains includes expenses related to 

contracting of Amtrak’s equipment crews for private excursion.

Avoidable 

Operating 

Costs 

Covered 

by 

Passenger 

Revenue

The percent of avoidable 

operating costs divided 

by passenger revenue 

for each route, shown 

with and without State 

operating payments.

Avoidable operating costs means costs incurred by Amtrak to operate train 

service along a route that would no longer be incurred if the route were no 

longer operated. For this quarterly report, Avoidable Operating Expense is 

calculated by adding Frequency Variable & Route Variable costs.

Passenger revenue means intercity passenger rail revenue generated from 

passenger train operations, including ticket revenue, food and beverage 

sales, operating payments collected from States or other sponsoring entities, 

special trains, and private car operations.

Fully 

Allocated 

Core 

Operating 

Costs 

Covered 

by 

Passenger 

Revenue 

The percent of fully 

allocated core operating 

costs divided by 

passenger revenue 

for each route, shown 

with and without State 

operating payments.

Fully allocated core operating costs means Amtrak’s total costs associated 

with operating an Amtrak route, including direct operating expenses, a portion 

of shared expenses, and a portion of corporate overhead expenses. Fully 

allocated core operating costs exclude ancillary and other expenses that 

are not directly reimbursed by passenger revenue to match revenues with 

expenses.

Passenger revenue means intercity passenger rail revenue generated from 

passenger train operations, including ticket revenue, food and beverage 

sales, operating payments collected from States or other sponsoring entities, 

special trains, and private car operations.

Average 

Ridership

The number of passengermiles divided by trainmiles for each routeNone.

Total 

Ridership

The total number of 

passengers on Amtrak 

trains, reported by route

None.
FRA Quarterly Report

FY23 Q4 Page 50

V. Quarterly Reporting Data Categories 

Table 18. Cost Recovery by Service Line and Route

Service Line / Route Cost Recovery

Long Distance

Auto Train 100%

California Zephyr 52%

Capitol Limited 37%

Cardinal 30%

City of New Orleans 44%

Coast Starlight 54%

Crescent 43%

Empire Builder 78%

Lake Shore Ltd 57%

Palmetto 68%

Silver Meteor 47%

Silver Star 41%

Southwest Chief 36%

Sunset Limited 19%

Texas Eagle 39%

Northeast Corridor

Acela Express 119%

NEC Special Trains 11%

Northeast Regional 110%

State Supported

Adirondack 129%

Berkshire Flyer 61%

Blue Water 101%

Capitol Corridor 91%

Carolinian 88%

Cascades 95%

Downeaster 84%

Empire South 65%

Empire West/Maple Leaf 89%

Ethan Allen 90%

Twin Cities-Milwaukee-Chicago 100%

Gulf Coast Limited 0%

Heartland Flyer 70%

Hiawatha 143%

Illini / Saluki 138%

Illinois Zephyr/Carl Sandburg 235%

Keystone 32%

Lincoln Service 173%

Missouri River Runner 98%

New Haven - Springfield 68%

Non-NEC Special Trains 21%

Pacific Surfliner 91%

Pennsylvanian 70%

Pere Marquette 98%

Piedmont 80%

San Joaquin 84%

Vermonter 63%

Washington-Lynchburg/Roanoke 138%

Washington-Newport News 52%

Washington-Norfolk 99%

Washington-Richmond 106%

Wolverine 89%

System-Wide

National Train Service 84%

System-wide (Total Amtrak) 83%
FY23 Q4 Page 51

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 15. Cost Recovery by Service Line and Route

Power BI Desktop

0%

50%

100%

150%

200%

Service Line & Route

Cost Recovery

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela Express

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire South

Empire West/Maple Leaf

Ethan Allen

Great River Hiawatha

Gulf Coast Limited

Heartland Flyer

Hiawatha

Illini / Saluki

Illinois Zephyr/Carl Sandburg

Keystone

Lincoln Service

Missouri River Runner

New Haven - Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquin

Vermonter

Washington-Lynchburg/Roanoke

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northe... State Supported

100%

52%

37%

30%

44%

54%

43%

78%

57%

68%

47%

41%

36%

19%

39%

119%

110%

129%

61%

101%

91% 88%

95%

84%

65%

89% 90%

100%

0%

70%

143%

138%

235%

32%

173%

98%

68%

91%

70%

98%

80%

84%

63%

138%

52%

99%

106%

89%

Twin Cities-Milwaukee-Chicago
FY23 Q4 Page 52

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 16. Cost Recovery by Route

Power BI Desktop

0%

50%

100%

150%

200%

Route

Cost Recovery

Illinois Zephyr/C...

Lincoln Service

Hiawatha

Illini / Saluki

Washington-Lynchburg/Roanoke

Adirondack

Acela Express

Northeast Regional

Washington-Richmond

Blue Water

Great River Hiawatha

Auto Train

Washington-Norfolk

Missouri River Runner

Pere Marquette

Cascades

Pacific Surfliner

Capitol Corridor

Ethan Allen

Wolverine

Empire West/Maple Leaf

Carolinian

San Joaquin

Downeaster

Piedmont

Empire Builder

Heartland Flyer

Pennsylvanian

New Haven - Springfield

Palmetto

Empire South

Vermonter

Berkshire Flyer

Lake Shore Ltd

Coast Starlight

California Zephyr

Washington-Newport News

Silver Meteor

City of New Orleans

Crescent

Silver Star

Texas Eagle

Capitol Limited

Southwest Chief

Keystone

Cardinal

Sunset Limited

Gulf Coast Limited

235%

173%

143%

138% 138%

129%

119%

110%

106%

101% 100% 100% 99% 98% 98%

95%

91% 91% 90% 89% 89% 88%

84% 84%

80% 78%

70% 70% 68% 68% 65% 63% 61%

57%

54% 52% 52%

47%

44% 43% 41% 39% 37% 36%

32% 30%

19%

0%

Twin Cities-Milwaukee-Chicago
FRA Quarterly Report

FY23 Q4 Page 53

V. Quarterly Reporting Data Categories 

Table 19. Avoidable Operating Expenses Covered By Passenger Revenue

Service Line / Route Without State Operating Payments With State Operating Payments

Long Distance

Auto Train 116% 116%

California Zephyr 65% 65%

Capitol Limited 48% 48%

Cardinal 39% 39%

City of New Orleans 55% 55%

Coast Starlight 67% 67%

Crescent 53% 53%

Empire Builder 99% 99%

Lake Shore Ltd 69% 69%

Palmetto 85% 85%

Silver Meteor 57% 57%

Silver Star 49% 49%

Southwest Chief 43% 43%

Sunset Limited 23% 23%

Texas Eagle 47% 47%

Northeast Corridor

Acela Express 150% 150%

NEC Special Trains 50% 50%

Northeast Regional 145% 145%

State Supported

Adirondack 15% 149%

Berkshire Flyer 16% 113%

Blue Water 45% 118%

Capitol Corridor 42% 110%

Carolinian 87% 103%

Cascades 88% 119%

Downeaster 76% 104%

Empire South 114% 80%

Empire West/Maple Leaf 63% 105%

Ethan Allen 41% 103%

Twin Cities-Milwaukee-Chicago 0% 0%

Gulf Coast Limited 0% 0%

Heartland Flyer 21% 74%

Hiawatha 65% 166%

Illini / Saluki 36% 162%

Illinois Zephyr/Carl Sandburg 28% 272%

Keystone 36% 38%

Lincoln Service 55% 200%

Missouri River Runner 43% 112%

New Haven - Springfield 25% 77%

Non-NEC Special Trains 8% 8%

Pacific Surfliner 66% 113%

Pennsylvanian 63% 88%

Pere Marquette 53% 119%

Piedmont 51% 97%

San Joaquin 35% 100%

Vermonter 33% 75%

Washington-Lynchburg/Roanoke 59% 168%

Washington-Newport News 62% 61%

Washington-Norfolk 66% 124%

Washington-Richmond 47% 129%

Wolverine 64% 107%

System-Wide

National Train Service 88% 104%

System-wide (Total Amtrak) 72% 85%
FY23 Q4 Page 54

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 17. Avoidable Operating Expenses Covered By Passenger Revenue By Service Line and Route

Without State Operating Payments With State Operating Payments Power BI Desktop

0%

50%

100%

150%

200%

250%

Service Line & Route

Avoidable Operating Expenses Covered by Passenger Revenue

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela Express

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire South

Empire West/Maple Leaf

Ethan Allen

Great River Hiawatha

Gulf Coast Limited

Heartland Flyer

Hiawatha

Illini / Saluki

Illinois Zephyr/Carl Sandburg

Keystone

Lincoln Service

Missouri River Runner

New Haven - Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquin

Vermonter

Washington-Lynchburg/Roanoke

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northe... State Supported

116%

65%

48%

39%

55%

67%

53%

99%

69%

85%

57%

49%

43%

23%

47%

150%

145%

15%

16%

45%

42%

87%

88%

76%

114%

63%

41%

0%

0%

21%

65%

36%

28%

36%

55%

43%

25%

66%

63%

53%

51%

35%

33%

59%

62%

66%

47%

64%

116%

65%

48%

39%

55%

67%

53%

99%

69%

85%

57%

49%

43%

23%

47%

150%

145%

149%

113%

118%

110%

103%

119%

104%

80%

105%

103%

0%

0%

74%

166%

162%

272%

38%

200%

112%

77%

113%

88%

119%

97%

100%

75%

168%

61%

124%

129%

107%

Without State Operating Payments With State Operating Payments

Twin Cities-Milwaukee-Chicago
FY23 Q4 Page 55

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 18. Avoidable Operating Expenses Covered By Passenger Revenue By Route

Without State Operating Payments With State Operating Payments

Power BI Desktop

0%

50%

100%

150%

200%

250%

Route

Avoidable Operating Expenses Covered by Passenger Revenue

Acela Express

Northeast Regional

Auto Train

Empire South

Empire Builder

Cascades

Carolinian

Palmetto

Downeaster

Lake Shore Ltd

Coast Starlight

Washington-Norfolk

Pacific Surfliner

California Zephyr

Hiawatha

Wolverine

Empire West/Maple Leaf

Pennsylvanian

Washington-Newport News

Washington-Lynchburg/Roanoke

Silver Meteor

City of New Orleans

Lincoln Service

Pere Marquette

Crescent

Piedmont

Silver Star

Capitol Limited

Washington-Richmond

Texas Eagle

Blue Water

Missouri River Runner

Southwest Chief

Capitol Corridor

Ethan Allen

Cardinal

Illini / Saluki

Keystone

San Joaquin

Vermonter

Illinois Zephyr/Carl Sandburg

New Haven - Springfield

Sunset Limited

Heartland Flyer

Berkshire Flyer

Adirondack

Gulf Coast Limited

Great River Hiawatha

150%

145%

116%

114%

99%

88%

87%

85%

76%

69%

67%

66%

66%

65%

65%

64%

63%

63%

62%

59%

57%

55%

55%

53%

53%

51%

49%

48%

47%

47%

45%

43%

43%

42%

41%

39%

36%

36%

35%

33%

28%

25%

23%

21%

16%

15%

0%

0%

150%

145%

116%

80%

99%

119%

103%

85%

104%

69%

67%

124%

113%

65%

166%

107%

105%

88%

61%

168%

57%

55%

200%

119%

53%

97%

49%

48%

129%

47%

118%

112%

43%

110%

103%

39%

162%

38%

100%

75%

272%

77%

23%

74%

113%

149%

0%

0%

Without State Operating Payments With State Operating Payments

Twin Cities-Milwaukee-Chicago
FRA Quarterly Report

FY23 Q4 Page 56

V. Quarterly Reporting Data Categories 

Table 20. Fully Allocated Costs Covered by Passenger Revenue by Route

Service Line / Route Without State Operating Payments With State Operating Payments

Long Distance

Auto Train 116% 116%

California Zephyr 65% 65%

Capitol Limited 48% 48%

Cardinal 39% 39%

City of New Orleans 55% 55%

Coast Starlight 67% 67%

Crescent 53% 53%

Empire Builder 99% 99%

Lake Shore Ltd 69% 69%

Palmetto 85% 85%

Silver Meteor 57% 57%

Silver Star 49% 49%

Southwest Chief 43% 43%

Sunset Limited 23% 23%

Texas Eagle 47% 47%

Northeast Corridor

Acela Express 150% 150%

NEC Special Trains 50% 50%

Northeast Regional 145% 145%

State Supported

Adirondack 15% 149%

Berkshire Flyer 16% 113%

Blue Water 45% 118%

Capitol Corridor 42% 110%

Carolinian 87% 103%

Cascades 88% 119%

Downeaster 76% 104%

Empire South 114% 80%

Empire West/Maple Leaf 63% 105%

Ethan Allen 41% 103%

Twin Cities-Milwaukee-Chicago 0% 0%

Gulf Coast Limited 0% 0%

Heartland Flyer 21% 74%

Hiawatha 65% 166%

Illini / Saluki 36% 162%

Illinois Zephyr/Carl Sandburg 28% 272%

Keystone 36% 38%

Lincoln Service 55% 200%

Missouri River Runner 43% 112%

New Haven - Springfield 25% 77%

Non-NEC Special Trains 8% 8%

Pacific Surfliner 66% 113%

Pennsylvanian 63% 88%

Pere Marquette 53% 119%

Piedmont 51% 97%

San Joaquin 35% 100%

Vermonter 33% 75%

Washington-Lynchburg/Roanoke 59% 168%

Washington-Newport News 62% 61%

Washington-Norfolk 66% 124%

Washington-Richmond 47% 129%

Wolverine 64% 107%

System-Wide

National Train Service 88% 104%

System-wide (Total Amtrak) 72% 85%
FY23 Q4 Page 57

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 19. Fully Allocated Costs Covered by Passenger Revenue by Service Line and Route

Without State Operating Payments With State Operating Payments Power BI Desktop

0%

50%

100%

150%

200%

Service Line & Route

Fully Allocated Costs Covered by Passenger Revenue

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela Express

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire South

Empire West/Maple Leaf

Ethan Allen

Great River Hiawatha

Gulf Coast Limited

Heartland Flyer

Hiawatha

Illini / Saluki

Illinois Zephyr/Carl Sandburg

Keystone

Lincoln Service

Missouri River Runner

New Haven - Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquin

Vermonter

Washington-Lynchburg/Roanoke

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northe... State Supported

98%

51%

37%

29%

43%

53%

42%

77%

56%

66%

46%

40%

35%

18%

38%

117%

107%

128%

61%

100%

90%

87%

92%

81%

62%

87%

89%

0%

0%

69%

141%

137%

235%

28%

172%

97%

67%

90%

68%

97%

79%

83%

62%

136%

50%

97%

105%

88%

98%

51%

37%

29%

43%

53%

42%

77%

56%

66%

46%

40%

35%

18%

38%

117%

107%

13%

9%

38%

34%

73%

68%

59%

88%

53%

35%

0%

0%

20%

55%

31%

24%

26%

47%

37%

22%

53%

48%

43%

41%

29%

27%

48%

52%

52%

39%

52%

Without State Operating Payments With State Operating Payments

Twin Cities-Milwaukee-Chicago
FY23 Q4 Page 58

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 20. Fully Allocated Costs Covered by Passenger Revenue by Route

Without State Operating Payments With State Operating Payments

Power BI Desktop

0%

50%

100%

150%

200%

Route

Fully Allocated Costs Covered by Passenger Revenue

Illinois Zephyr/C...

Lincoln Service

Hiawatha

Illini / Saluki

Washington-Lynchburg/Roanoke

Adirondack

Acela Express

Northeast Regional

Washington-Richmond

Blue Water

Auto Train

Washington-Norfolk

Missouri River Runner

Pere Marquette

Cascades

Pacific Surfliner

Capitol Corridor

Ethan Allen

Wolverine

Empire West/Maple Leaf

Carolinian

San Joaquin

Downeaster

Piedmont

Empire Builder

Heartland Flyer

Pennsylvanian

New Haven - Springfield

Palmetto

Vermonter

Empire South

Berkshire Flyer

Lake Shore Ltd

Coast Starlight

California Zephyr

Washington-Newport News

Silver Meteor

City of New Orleans

Crescent

Silver Star

Texas Eagle

Capitol Limited

Southwest Chief

Cardinal

Keystone

Sunset Limited

Gulf Coast Limited

Great River Hiawatha

235%

172%

141%

137%

136%

128%

117%

107%

105%

100%

98%

97%

97%

97%

92%

90%

90%

89%

88%

87%

87%

83%

81%

79%

77%

69%

68%

67%

66%

62%

62%

61%

56%

53%

51%

50%

46%

43%

42%

40%

38%

37%

35%

29%

28%

18%

0%

0%

24%

47%

55%

31%

48%

13%

117%

107%

39%

38%

98%

52%

37%

43%

68%

53%

34%

35%

52%

53%

73%

29%

59%

41%

77%

20%

48%

22%

66%

27%

88%

9%

56%

53%

51%

52%

46%

43%

42%

40%

38%

37%

35%

29%

26%

18%

0%

0%

Without State Operating Payments With State Operating Payments

Twin Cities-Milwaukee-Chicago
FRA Quarterly Report

FY23 Q4 Page 59

V. Quarterly Reporting Data Categories 

Table 21. Average Ridership (Passenger Miles divided by Train Miles) and Total Ridership

Service Line Average Ridershoip Total Ridership

Long Distance

Auto Train 268 65,759

California Zephyr 153 82,713

Capitol Limited 88 27,468

Cardinal 98 20,693

City of New Orleans 156 63,377

Coast Starlight 165 87,026

Crescent 131 67,448

Empire Builder 189 105,451

Lake Shore Ltd 210 100,371

Palmetto 157 86,955

Silver Meteor 176 79,810

Silver Star 143 87,938

Southwest Chief 150 70,706

Sunset Limited 89 17,457

Texas Eagle 151 78,201

Northeast Corridor

Acela Express 212 818,326

Northeast Regional 351 2,740,687

State Supported

Adirondack 61 8,786

Berkshire Flyer 18 908

Blue Water 163 49,967

Capitol Corridor 71 238,213

Carolinian 224 84,197

Cascades 153 227,499

Downeaster 115 172,639

Empire South 209 338,622

Empire West/Maple Leaf 153 137,794

Ethan Allen 67 23,923

Heartland Flyer 94 19,461

Hiawatha 141 186,699

Illini / Saluki 105 73,585

Illinois Zephyr/Carl Sandburg 59 34,201

Keystone 88 289,222

Lincoln Service 151 154,974

Missouri River Runner 87 47,310

New Haven - Springfield 64 130888

Non-NEC Special Trains - -

Pacific Surfliner 144 498,516

Pennsylvanian 165 49,328

Pere Marquette 108 23,368

Piedmont 75 79,393

San Joaquin 94 221,146

Vermonter 68 21,900

Washington-Lynchburg/

Roanoke

152 90,377

Washington-Newport News 185 105,506

Washington-Norfolk 174 143,980

Washington-Richmond 157 39,785

Wolverine 184 120,107

System-Wide

National Train Service 179 8,212,680

System-wide (Total Amtrak) 179 8,212,680
FY23 Q4 Page 60

FRA Quarterly Report V. Quarterly Reporting Data Categories

Power BI Desktop

0.0M

0.5M

1.0M

1.5M

2.0M

2.5M

3.0M

Service Line & Route

Total Ridership

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela Express

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire South

Empire West/Maple Leaf

Ethan Allen

Heartland Flyer

Hiawatha

Illini / Saluki

Illinois Zephyr/Carl Sandburg

Keystone

Lincoln Service

Missouri River Runner

New Haven - Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquin

Vermonter

Washington-Lynchburg/Roanoke

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northea... State Supported

75K

81K

31K

23K

63K

84K

73K

93K

89K

90K

81K

92K

70K

19K

73K

779K

2,390K

18K

0K

44K

281K

83K

195K

132K

322K

115K

20K

18K

170K

70K

32K

311K

136K

40K

107K

371K

49K

22K

67K

220K

27K

81K

88K

118K

34K

115K

66K

83K

27K

21K

63K

87K

67K

105K

100K

87K

80K

88K

71K

17K

78K

818K

2,741K

9K

1K

50K

238K

84K

227K

173K

339K

138K

24K

19K

187K

74K

34K

289K

155K

47K

131K

499K

49K

23K

79K

221K

22K

90K

106K

144K

40K

120K

FY23 Q3 FY23 Q4

Figure 21. Total Ridership by Service Line and Route
FY23 Q4 Page 61

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 22. Total Ridership by Route

Power BI Desktop

0.0M

0.5M

1.0M

1.5M

2.0M

2.5M

3.0M

Route

Total Ridership

Northeast Regio...

Acela Express

Pacific Surfliner

Empire South

Keystone

Capitol Corridor

Cascades

San Joaquin

Hiawatha

Downeaster

Lincoln Service

Washington-Norfolk

Empire West/Maple Leaf

New Haven - Springfield

Wolverine

Washington-Newport News

Empire Builder

Lake Shore Ltd

Washington-Lynchburg/Roanoke

Silver Star

Coast Starlight

Palmetto

Carolinian

California Zephyr

Silver Meteor

Piedmont

Texas Eagle

Illini / Saluki

Southwest Chief

Crescent

Auto Train

City of New Orleans

Blue Water

Pennsylvanian

Missouri River Runner

Washington-Richmond

Illinois Zephyr/Carl Sandburg

Capitol Limited

Ethan Allen

Pere Marquette

Vermonter

Cardinal

Heartland Flyer

Sunset Limited

Adirondack

Berkshire Flyer

2,390K

779K

371K

322K

311K

281K

195K

220K

170K

132K

136K

118K

115K

107K

115K

88K

93K

89K

81K

92K

84K

90K

83K

81K

81K

67K

73K

70K

70K

73K

75K

63K

44K

49K

40K

34K

32K

31K

20K

22K

27K

23K

18K

19K

18K

0K

2,741K

818K

499K

339K

289K

238K

227K

221K

187K

173K

155K

144K

138K

131K

120K

106K

105K

100K

90K

88K

87K

87K

84K

83K

80K

79K

78K

74K

71K

67K

66K

63K

50K

49K

47K

40K

34K

27K

24K

23K

22K

21K

19K

17K

9K

1K

FY23 Q3 FY23 Q4
FY23 Q4 Page 62

FRA Quarterly Report V. Quarterly Reporting Data Categories

Power BI Desktop

0

50

100

150

200

250

300

350

Service Line & Route

Average Ridership

Auto Train

California Zephyr

Capitol Limited

Cardinal

City of New Orleans

Coast Starlight

Crescent

Empire Builder

Lake Shore Ltd

Palmetto

Silver Meteor

Silver Star

Southwest Chief

Sunset Limited

Texas Eagle

Acela Express

Northeast Regional

Adirondack

Berkshire Flyer

Blue Water

Capitol Corridor

Carolinian

Cascades

Downeaster

Empire South

Empire West/Maple Leaf

Ethan Allen

Heartland Flyer

Hiawatha

Illini / Saluki

Illinois Zephyr/Carl Sandburg

Keystone

Lincoln Service

Missouri River Runner

New Haven - Springfield

Pacific Surfliner

Pennsylvanian

Pere Marquette

Piedmont

San Joaquin

Vermonter

Washington-Lynchburg/Roanoke

Washington-Newport News

Washington-Norfolk

Washington-Richmond

Wolverine

Long Distance Northea... State Supported

159

144

94

101

159

155

126

160

184

154

168

142

156

96

157

196

322

73

13

148

77

218

134

87

194

120

55

84

128

104

57

90

135

74

55

113

163

104

84

93

64

130

152

138

139

154

268

153

88

98

156

165

131

189

210

157

176

143

150

89

151

212

351

61

18

163

71

224

153

115

209

153

67

94

141

105

59

88

151

87

64

144

165

108

75

94

68

152

185

174

157

184

FY23 Q3 FY23 Q4

Figure 23. Average Ridership (Passenger Miles divided by Train Miles) by Service Line and Route
FY23 Q4 Page 63

FRA Quarterly Report V. Quarterly Reporting Data Categories

Figure 24. Average Ridership (Passenger Miles divided by Train Miles) by Route

FY22 Q1 FY22 Q2 Power BI Desktop

0

50

100

150

200

250

300

350

Route

Average Ridership

Northeast Regio...

Auto Train

Carolinian

Acela Express

Lake Shore Ltd

Empire South

Empire Builder

Washington-Newport News

Wolverine

Silver Meteor

Washington-Norfolk

Coast Starlight

Pennsylvanian

Blue Water

Washington-Richmond

Palmetto

City of New Orleans

Empire West/Maple Leaf

Cascades

California Zephyr

Washington-Lynchburg/Roanoke

Texas Eagle

Lincoln Service

Southwest Chief

Pacific Surfliner

Silver Star

Hiawatha

Crescent

Downeaster

Pere Marquette

Illini / Saluki

Cardinal

Heartland Flyer

San Joaquin

Sunset Limited

Keystone

Capitol Limited

Missouri River Runner

Piedmont

Capitol Corridor

Vermonter

Ethan Allen

New Haven - Springfield

Adirondack

Illinois Zephyr/Carl Sandburg

Berkshire Flyer

322

159

218

196

184

194

160

152

154

168

138

155

163

148

139

154

159

120

134

144

130

157

135

156

113

142

128

126

87

104

104

101

84

93

96

90

94

74

84

77

64

55

55

73

57

13

351

268

224

212

210

209

189

185

184

176

174

165

165

163

157

157

156

153

153

153

152

151

151

150

144

143

141

131

115

108

105

98

94

94

89

88

88

87

75

71

68

67

64

61

59

18

FY23 Q3 FY23 Q4
FY23 Q4 Page 64

FRA Quarterly Report V. Quarterly Reporting Data Categories

D. Public Benefits 

Public benefts metrics are reported annually, and they were included for the frst time in the FY 2022 

frst quarter report, covering all of FY 2021. Data for FY 2022 are available at railroads.dot.gov.

Table 22. Public Benefts Metrics – Defnitions and Notes

Metric Defnition Data Description and Notes

Connectivity The percent of passengers connecting to 

and from other Amtrak routes, updated on an 

annual basis.

Under this metric, a connection means a 

passenger arriving on one train and connecting 

to a departing train within 23 hours.

Data is available for download at railroads.dot.

gov.

Missed Connections The percent of passengers connecting 

to/from other Amtrak routes who missed 

connections due to a late arrival from 

another Amtrak train, reported by route and 

updated on an annual basis.

Data is available for download at railroads.dot.

gov.

Community Access The percent of Amtrak passenger-trips to 

and from not well-served communities, 

updated on an annual basis.

Not well-served communities means those rural 

communities: within 25 miles of an intercity 

passenger rail station; more than 75 miles from 

a large airport; and more than 25 miles from any 

other airport with scheduled commercial service 

or an intercity bus stop.

Data is available for download at railroads.dot.

gov.

Service Availability The total number of daily Amtrak trains 

per 100,000 residents in a metropolitan 

statistical area (MSA) for each of the top 100 

MSAs in the United States, shown in total 

and adjusted for time of day, updated on an 

annual basis.

The metric, as adjusted for time of day, shows 

only those trains that arrive or depart between 

5:00 a.m. and 11:00 p.m.

Data is available for download at railroads.dot.

gov.
FY23 Q4 Page 65

FRA Quarterly Report V. Quarterly Reporting Data Categories

Appendix 1: Schedule Certification Tables

Table 22: Train Schedule Certifcation Status

Service Train Host Railroad Status Service Train Host Railroad Status

Acela 2100 Amtrak Certified Acela 2166 Amtrak Certified

2103 Amtrak Certified MNRR Certified

2104 Amtrak Certified 2167 Amtrak Certified

2107 Amtrak Certified MNRR Certified

2109 Amtrak Certified 2168 Amtrak Certified

2110 Amtrak Certified MNRR Certified

2117 Amtrak Certified 2169 Amtrak Certified

2119 Amtrak Certified MNRR Certified

2121 Amtrak Certified 2170 Amtrak Certified

2122 Amtrak Certified MNRR Certified

2124 Amtrak Certified 2171 Amtrak Certified

2126 Amtrak Certified MNRR Uncertified

2128 Amtrak Certified 2172 Amtrak Certified

2150 Amtrak Certified MNRR Certified

MNRR Certified 2173 Amtrak Certified

2151 Amtrak Certified MNRR Certified

MNRR Certified 2175 Amtrak Certified

2153 Amtrak Certified MNRR Uncertified

MNRR Certified 2190 Amtrak Certified

2154 Amtrak Certified MNRR Certified

MNRR Certified 2203 Amtrak Certified

2155 Amtrak Certified 2205 Amtrak Certified

MNRR Certified 2208 Amtrak Certified

2158 Amtrak Certified 2213 Amtrak Certified

MNRR Certified 2215 Amtrak Certified

2159 Amtrak Certified 2218 Amtrak Certified

MNRR Certified 2222 Amtrak Certified

2160 Amtrak Certified 2224 Amtrak Certified

MNRR Certified 2228 Amtrak Certified

2163 Amtrak Certified 2248 Amtrak Certified

MNRR Certified MNRR Certified

2164 Amtrak Certified 2249 Amtrak Certified

MNRR Certified MNRR Certified

2165 Amtrak Certified 2250 Amtrak Certified

MNRR Certified MNRR Certified
FY23 Q4 Page 66

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Acela 2251 Amtrak Certified Adirondack 69 MNRR Certified

MNRR Certified Auto Train 52 CSX Certified

2252 Amtrak Certified FR Certified

MNRR Certified 53 CSX Certified

2253 Amtrak Certified FR Certified

MNRR Certified Blue Water 364 Amtrak Certified

2254 Amtrak Certified CN Certified

MNRR Certified MIDOT Certified

2255 Amtrak Certified NS Disputed

MNRR Certified 365 Amtrak Certified

2256 Amtrak Certified CN Certified

MNRR Certified MIDOT Certified

2257 Amtrak Certified NS Disputed

MNRR Certified California Zephyr 5 Amtrak Certified

2258 Amtrak Certified BNSF Certified

MNRR Certified UP Disputed

2259 Amtrak Certified 6 Amtrak Certified

MNRR Certified BNSF Certified

2260 Amtrak Certified UP Disputed

MNRR Certified Capitol Corridor 520 UP Certified

2261 Amtrak Certified 521 UP Certified

MNRR Uncertified 522 UP Certified

2275 Amtrak Certified 523 UP Certified

MNRR Certified 524 UP Certified

2290 Amtrak Certified 525 UP Certified

MNRR Certified 526 UP Certified

2401 Amtrak Certified 527 UP Certified

2402 Amtrak Certified 528 UP Certified

Adirondack 68 Amtrak Certified 529 UP Certified

CN Disputed 530 UP Certified

CP Certified 531 UP Certified

MNRR Certified 532 UP Certified

69 Amtrak Certified 534 UP Certified

CN Disputed 535 UP Certified

CP Certified 536 UP Certified
FY23 Q4 Page 67

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Capitol Corridor 537 UP Certified Capitol Corridor 751 UP Certified

538 UP Certified Capitol Limited 29 Amtrak Certified

540 UP Certified CSX Certified

541 UP Certified NS Disputed

542 UP Certified 30 Amtrak Certified

543 UP Certified CSX Certified

544 UP Certified NS Disputed

545 UP Certified Cardinal 50 Amtrak Certified

546 UP Certified BBrRR Certified

547 UP Certified CSX Certified

548 UP Certified Metra Certified

549 UP Certified NS Disputed

551 UP Certified UP Certified

553 UP Certified 51 Amtrak Certified

720 UP Certified BBrRR Certified

723 UP Certified CSX Certified

724 UP Certified Metra Certified

727 UP Certified NS Disputed

728 UP Certified UP Certified

729 UP Certified Carl Sandburg / 

Illinois Zephyr

380 Amtrak Certified

732 UP Certified BNSF Certified

733 UP Certified 381 Amtrak Certified

734 UP Certified BNSF Certified

736 UP Certified 382 Amtrak Certified

737 UP Certified BNSF Certified

738 UP Certified 383 Amtrak Certified

741 UP Certified BNSF Certified

742 UP Certified Carolinian 79 Amtrak Certified

743 UP Certified CSX Certified

744 UP Certified NS Certified

745 UP Certified 80 Amtrak Certified

746 UP Certified CSX Certified

747 UP Certified NS Certified

748 UP Certified Cascades 500 BNSF Certified

749 UP Certified UP Certified
FY23 Q4 Page 68

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Cascades 503 BNSF Certified Downeaster 683 PanAm Certified

UP Certified 684 MBTA Certified

504 BNSF Certified PanAm Certified

505 BNSF Certified 685 MBTA Certified

UP Certified PanAm Certified

507 BNSF Certified 686 MBTA Certified

508 BNSF Certified PanAm Certified

UP Certified 687 MBTA Certified

516 BNSF Disputed PanAm Certified

517 BNSF Disputed 688 MBTA Certified

518 BNSF Disputed PanAm Certified

519 BNSF Disputed 689 MBTA Certified

City Of New 

Orleans

58 Amtrak Certified PanAm Certified

CN Disputed 690 MBTA Certified

59 Amtrak Certified PanAm Certified

CN Disputed 691 MBTA Certified

Coast Starlight 11 BNSF Certified PanAm Certified

SCRRA Certified 692 MBTA Certified

UP Certified PanAm Certified

14 BNSF Certified 693 MBTA Certified

SCRRA Certified PanAm Certified

UP Certified 694 MBTA Certified

Crescent 19 Amtrak Certified PanAm Certified

CSX Certified 695 MBTA Certified

NS Certified PanAm Certified

20 Amtrak Certified 696 MBTA Certified

CSX Certified PanAm Certified

NS Certified 697 MBTA Certified

Downeaster 680 MBTA Certified PanAm Certified

PanAm Certified 698 MBTA Certified

681 MBTA Certified PanAm Certified

PanAm Certified 699 MBTA Certified

682 MBTA Certified PanAm Certified

PanAm Certified Empire Builder 7 Amtrak Certified

683 MBTA Certified BNSF Certified
FY23 Q4 Page 69

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Empire Builder 7 CP Certified Hiawatha 329 CP Certified

Metra Certified Metra Certified

8 Amtrak Certified 330 Amtrak Certified

BNSF Certified CP Certified

CP Certified Metra Certified

Metra Certified 331 Amtrak Certified

27 BNSF Certified CP Certified

28 BNSF Certified Metra Certified

Ethan Allen 

Express

290 Amtrak Certified 332 Amtrak Certified

CP Certified CP Certified

MNRR Certified Metra Certified

VTR Certified 333 Amtrak Certified

291 Amtrak Certified CP Certified

CP Certified Metra Certified

MNRR Certified 334 Amtrak Certified

VTR Certified CP Certified

292 Amtrak Certified Metra Certified

CP Certified 335 Amtrak Certified

MNRR Certified CP Certified

VTR Certified Metra Certified

293 Amtrak Certified 336 Amtrak Certified

CP Certified CP Certified

MNRR Certified Metra Certified

VTR Certified 337 Amtrak Certified

295 Amtrak Certified CP Certified

CP Certified Metra Certified

MNRR Certified 338 Amtrak Certified

VTR Certified CP Certified

296 Amtrak Certified Metra Certified

CP Certified 339 Amtrak Certified

MNRR Certified CP Certified

VTR Certified Metra Certified

Heartland Flyer 821 BNSF Certified 340 Amtrak Certified

822 BNSF Certified CP Certified

Hiawatha 329 Amtrak Certified Metra Certified
FY23 Q4 Page 70

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Hiawatha 341 Amtrak Certified Keystone 643 Amtrak Certified

CP Certified 644 Amtrak Certified

Metra Certified 645 Amtrak Certified

342 Amtrak Certified 646 Amtrak Certified

CP Certified 647 Amtrak Certified

Metra Certified 648 Amtrak Certified

343 Amtrak Certified 649 Amtrak Certified

CP Certified 650 Amtrak Certified

Metra Certified 651 Amtrak Certified

Illini / Saluki 390 Amtrak Certified 652 Amtrak Certified

CN Disputed 653 Amtrak Certified

391 Amtrak Certified 654 Amtrak Certified

CN Disputed 655 Amtrak Certified

392 Amtrak Certified 656 Amtrak Certified

CN Disputed 658 Amtrak Certified

393 Amtrak Certified 660 Amtrak Certified

CN Disputed 661 Amtrak Certified

600 Amtrak Certified 662 Amtrak Certified

601 Amtrak Certified 663 Amtrak Certified

605 Amtrak Certified 664 Amtrak Certified

607 Amtrak Certified 665 Amtrak Certified

609 Amtrak Certified 666 Amtrak Certified

610 Amtrak Certified 667 Amtrak Certified

611 Amtrak Certified 669 Amtrak Certified

612 Amtrak Certified 670 Amtrak Certified

615 Amtrak Certified 671 Amtrak Certified

618 Amtrak Certified 672 Amtrak Certified

619 Amtrak Certified 674 Amtrak Certified

620 Amtrak Certified Lake Shore 

Limited

48 Amtrak Certified

622 Amtrak Certified CSX Certified

637 Amtrak Certified MNRR Certified

639 Amtrak Certified NS Disputed

640 Amtrak Certified 49 Amtrak Certified

641 Amtrak Certified CSX Certified

642 Amtrak Certified MNRR Certified
FY23 Q4 Page 71

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Lake Shore 

Limited

49 NS Disputed Maple Leaf 64 CSX Certified

448 Amtrak Certified MNRR Certified

CSX Certified Missouri 311 UP Certified

MBTA Certified 313 UP Certified

449 Amtrak Certified 314 UP Certified

CSX Certified 316 UP Certified

MBTA Certified New York - Albany 230 Amtrak Certified

Lincoln Service 300 Amtrak Certified MNRR Uncertified

CN Certified 232 Amtrak Certified

UP Certified MNRR Certified

301 Amtrak Certified 233 Amtrak Certified

CN Certified MNRR Certified

UP Certified 234 Amtrak Certified

302 Amtrak Certified MNRR Certified

CN Certified 235 Amtrak Certified

UP Certified MNRR Certified

303 Amtrak Certified 236 Amtrak Certified

CN Certified MNRR Certified

UP Certified 237 Amtrak Certified

304 Amtrak Certified MNRR Certified

CN Certified 238 Amtrak Certified

UP Certified MNRR Certified

305 Amtrak Certified 239 Amtrak Certified

CN Certified MNRR Certified

UP Certified 241 Amtrak Certified

306 Amtrak Certified MNRR Certified

CN Certified 242 Amtrak Certified

UP Certified MNRR Uncertified

307 Amtrak Certified 243 Amtrak Certified

CN Certified MNRR Certified

UP Certified 244 Amtrak Certified

Maple Leaf 63 Amtrak Certified MNRR Certified

CSX Certified 245 Amtrak Certified

MNRR Certified MNRR Uncertified

64 Amtrak Certified 250 Amtrak Certified
FY23 Q4 Page 72

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

New York - Albany 250 MNRR Certified Northeast 

Regional

126 Amtrak Certified

252 Amtrak Certified 127 Amtrak Certified

MNRR Uncertified 129 Amtrak Certified

253 Amtrak Certified 130 Amtrak Certified

MNRR Certified 131 Amtrak Certified

254 Amtrak Certified 132 Amtrak Certified

MNRR Uncertified MNRR Certified

255 Amtrak Certified 133 Amtrak Certified

MNRR Certified 134 Amtrak Certified

256 Amtrak Certified 135 Amtrak Certified

MNRR Certified MNRR Certified

259 Amtrak Certified 136 Amtrak Certified

MNRR Certified MNRR Certified

260 Amtrak Certified 137 Amtrak Certified

MNRR Certified MNRR Certified

261 Amtrak Certified 138 Amtrak Certified

MNRR Certified 139 Amtrak Certified

New York - 

Niagara Falls

280 Amtrak Certified MNRR Certified

CSX Certified 140 Amtrak Certified

MNRR Certified MNRR Certified

281 Amtrak Certified 141 Amtrak Certified

CSX Certified MNRR Certified

MNRR Certified 143 Amtrak Certified

283 Amtrak Certified MNRR Certified

CSX Certified 146 Amtrak Certified

MNRR Certified MNRR Certified

284 Amtrak Certified 148 Amtrak Certified

CSX Certified MNRR Certified

MNRR Certified 149 Amtrak Certified

288 Amtrak Certified MNRR Certified

CSX Certified 150 Amtrak Certified

MNRR Uncertified MNRR Certified

Northeast 

Regional

111 Amtrak Certified 151 Amtrak Certified

123 Amtrak Certified 152 Amtrak Certified

124 Amtrak Certified 153 Amtrak Certified
FY23 Q4 Page 73

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Northeast 

Regional

154 Amtrak Certified Northeast 

Regional

179 MNRR Certified

155 Amtrak Certified 180 Amtrak Certified

158 Amtrak Certified 182 Amtrak Certified

159 Amtrak Certified 183 Amtrak Certified

160 Amtrak Certified 184 Amtrak Certified

MNRR Certified 185 Amtrak Certified

161 Amtrak Certified 186 Amtrak Certified

MNRR Certified 187 Amtrak Certified

162 Amtrak Certified 189 Amtrak Certified

MNRR Certified 190 Amtrak Certified

163 Amtrak Certified MNRR Certified

MNRR Certified 192 Amtrak Certified

165 Amtrak Certified 193 Amtrak Certified

MNRR Certified 196 Amtrak Certified

166 Amtrak Certified Pacific Surfliner 561 BNSF Certified

MNRR Certified SCRRA Certified

167 Amtrak Certified SDNRR Certified

MNRR Certified 562 BNSF Certified

168 Amtrak Certified SCRRA Certified

MNRR Certified SDNRR Certified

169 Amtrak Certified 564 BNSF Certified

MNRR Certified SCRRA Certified

170 Amtrak Certified SDNRR Certified

MNRR Certified 565 BNSF Certified

172 Amtrak Certified SCRRA Certified

MNRR Certified SDNRR Certified

173 Amtrak Certified 566 BNSF Certified

MNRR Certified SCRRA Certified

175 Amtrak Certified SDNRR Certified

MNRR Certified 569 BNSF Certified

177 Amtrak Certified SCRRA Certified

MNRR Certified SDNRR Certified

178 Amtrak Certified 572 BNSF Certified

MNRR Certified SCRRA Certified

179 Amtrak Certified SDNRR Certified
FY23 Q4 Page 74

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Pacific Surfliner 573 BNSF Certified Pacific Surfliner 763 UP Certified

SCRRA Certified 767 BNSF Certified

SDNRR Certified SCRRA Certified

578 BNSF Certified SDNRR Certified

SCRRA Certified UP Certified

SDNRR Certified 768 BNSF Certified

579 BNSF Certified SCRRA Certified

SCRRA Certified SDNRR Certified

SDNRR Certified UP Certified

580 BNSF Certified 774 BNSF Certified

SCRRA Certified SCRRA Certified

SDNRR Certified SDNRR Certified

583 BNSF Certified UP Certified

SCRRA Certified 777 BNSF Certified

SDNRR Certified SCRRA Certified

584 BNSF Certified SDNRR Certified

SCRRA Certified UP Certified

SDNRR Certified 782 BNSF Certified

590 BNSF Certified SCRRA Certified

SCRRA Certified SDNRR Certified

SDNRR Certified UP Certified

591 BNSF Certified 785 BNSF Certified

SCRRA Certified SCRRA Certified

SDNRR Certified SDNRR Certified

593 BNSF Certified UP Certified

SCRRA Certified 792 BNSF Certified

SDNRR Certified SCRRA Certified

595 BNSF Certified SDNRR Certified

SCRRA Certified UP Certified

SDNRR Certified 796 BNSF Certified

759 SCRRA Certified SCRRA Certified

UP Certified SDNRR Certified

763 BNSF Certified UP Certified

SCRRA Certified 1564 BNSF Certified

SDNRR Certified SCRRA Certified
FY23 Q4 Page 75

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Pacific Surfliner 1564 SDNRR Certified Palmetto 90 Amtrak Certified

1565 BNSF Certified CSX Certified

SCRRA Certified Pennsylvanian 42 Amtrak Certified

SDNRR Certified NS Certified

1566 BNSF Certified 43 Amtrak Certified

SCRRA Certified NS Certified

SDNRR Certified Pere Marquette 370 Amtrak Certified

1569 BNSF Certified CSX Certified

SCRRA Certified NS Disputed

SDNRR Certified 371 Amtrak Certified

1572 BNSF Certified CSX Certified

SCRRA Certified NS Disputed

SDNRR Certified Piedmont 73 NS Certified

1573 BNSF Certified 74 NS Disputed

SCRRA Certified 75 NS Disputed

SDNRR Certified 76 NS Certified

1584 BNSF Certified 77 NS Certified

SCRRA Certified 78 NS Certified

SDNRR Certified Richmond / 

Newport News / 

Norfolk

65 Amtrak Certified

1590 BNSF Certified CSX Certified

SCRRA Certified MNRR Certified

SDNRR Certified 66 Amtrak Certified

1591 BNSF Certified CSX Certified

SCRRA Certified MNRR Certified

SDNRR Certified 67 Amtrak Certified

1761 BNSF Certified CSX Certified

SCRRA Certified MNRR Certified

SDNRR Certified 82 Amtrak Certified

UP Certified CSX Certified

1767 BNSF Certified MNRR Certified

SCRRA Certified NS Certified

SDNRR Certified 84 Amtrak Certified

UP Certified CSX Certified

Palmetto 89 Amtrak Certified NS Certified

CSX Certified 85 Amtrak Certified
FY23 Q4 Page 76

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Service Train Host Railroad Status Service Train Host Railroad Status

Richmond / 

Newport News / 

Norfolk

85 CSX Certified Richmond / 

Newport News / 

Norfolk

164 Amtrak Certified

86 Amtrak Certified CSX Certified

CSX Certified MNRR Certified

MNRR Certified 174 Amtrak Certified

87 Amtrak Certified CSX Certified

CSX Certified MNRR Certified

NS Certified 194 Amtrak Certified

88 Amtrak Certified CSX Certified

CSX Certified MNRR Certified

MNRR Certified 195 Amtrak Certified

NS Certified CSX Certified

93 Amtrak Certified MNRR Certified

CSX Certified Roanoke 145 Amtrak Certified

MNRR Certified CSX Certified

NS Certified NS Certified

94 Amtrak Certified 147 Amtrak Certified

CSX Certified CSX Certified

MNRR Certified MNRR Certified

NS Certified NS Certified

95 Amtrak Certified 156 Amtrak Certified

CSX Certified CSX Certified

MNRR Certified NS Certified

NS Certified 171 Amtrak Certified

96 Amtrak Certified CSX Certified

CSX Certified MNRR Certified

MNRR Certified NS Certified

99 Amtrak Certified 176 Amtrak Certified

CSX Certified CSX Certified

MNRR Certified MNRR Certified

125 Amtrak Certified NS Certified

CSX Certified San Joaquins 701 BNSF Certified

157 Amtrak Certified UP Certified

CSX Certified 702 BNSF Certified

MNRR Certified UP Certified

NS Certified 703 BNSF Certified
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Service Train Host Railroad Status Service Train Host Railroad Status

San Joaquins 703 UP Certified Silver Star 91 NS Disputed

704 BNSF Certified 92 Amtrak Certified

UP Certified CSX Certified

710 BNSF Certified Fla DOT Certified

UP Certified FR Certified

711 BNSF Certified NS Disputed

UP Certified Southwest Chief 3 Amtrak Certified

712 BNSF Certified BNSF Disputed

UP Certified NMDOT Certified

713 BNSF Certified SCRRA Certified

UP Certified 4 Amtrak Certified

714 BNSF Certified BNSF Disputed

UP Certified NMDOT Certified

715 BNSF Certified SCRRA Certified

UP Certified Springfield 

Shuttles

400 MADOT Certified

716 BNSF Certified 405 Amtrak Certified

UP Certified 409 Amtrak Certified

717 BNSF Certified 412 Amtrak Certified

UP Certified 416 Amtrak Certified

718 BNSF Certified 417 Amtrak Certified

UP Certified 432 Amtrak Certified

719 BNSF Certified 450 Amtrak Certified

UP Certified 451 Amtrak Certified

Silver Meteor 97 Amtrak Certified 460 Amtrak Certified

CSX Certified 461 Amtrak Certified

Fla DOT Certified MADOT Certified

FR Certified 463 Amtrak Certified

98 Amtrak Certified 464 Amtrak Certified

CSX Certified 465 Amtrak Certified

Fla DOT Certified 467 Amtrak Certified

FR Certified 470 Amtrak Certified

Silver Star 91 Amtrak Certified 471 Amtrak Certified

CSX Certified MADOT Certified

Fla DOT Certified 473 Amtrak Certified

FR Certified 474 Amtrak Certified
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FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status Service Train Host Railroad Status

Springfield 

Shuttles

475 Amtrak Certified Vermonter 54 Amtrak Certified

476 Amtrak Certified MADOT Certified

478 Amtrak Certified MNRR Certified

MADOT Certified NECR Certified

479 Amtrak Certified 55 Amtrak Certified

488 Amtrak Certified MADOT Certified

MADOT Certified MNRR Certified

490 Amtrak Certified NECR Certified

494 Amtrak Certified 56 Amtrak Certified

MADOT Certified MADOT Certified

495 Amtrak Certified MNRR Certified

MADOT Certified NECR Certified

497 Amtrak Certified 57 Amtrak Certified

499 Amtrak Certified MADOT Certified

MADOT Certified MNRR Certified

Sunset Limited 1 Amtrak Certified NECR Certified

BNSF Certified Wolverine 350 Amtrak Certified

CN Certified CN Certified

SCRRA Certified MIDOT Certified

UP Disputed NS Disputed

2 Amtrak Certified 351 Amtrak Certified

BNSF Certified CN Certified

CN Certified MIDOT Certified

SCRRA Certified NS Disputed

UP Disputed 352 Amtrak Certified

21 Amtrak Certified CN Certified

BNSF Certified MIDOT Certified

CN Certified NS Disputed

TRE Certified 353 Amtrak Certified

UP Disputed CN Certified

22 Amtrak Certified MIDOT Certified

BNSF Certified NS Disputed

CN Certified 354 Amtrak Certified

TRE Certified CN Certified

UP Disputed MIDOT Certified

Texas Eagle
FY23 Q4 Page 79

FRA Quarterly Report V. Quarterly Reporting Data Categories

Service Train Host Railroad Status

Wolverine 354 NS Disputed

355 Amtrak Certified

CN Certified

MIDOT Certified

NS Disputed
FY23 Q4 Page 80

FRA Quarterly Report V. Quarterly Reporting Data Categories

Appendix 2: Amtrak Customer Satisfaction Survey

CSI 3.1

Introduction 

[PAGE 1]

Thank you for taking the time to provide feedback on your trip on the [route name] from [insert origin 

city] [insert origin station code] to [insert destination city] [insert destination station code] on [insert 

travel date]. 

1. Based on your recent trip experience, how likely are you to recommend Amtrak to a friend, colleague, 

or family member? 

• 0 – Not at All Likely , 10 – Extremely Likely 

2. Overall, how satisfied were you with your trip? • 0 – Not at all Satisfied ,10 – Extremely Satisfied 

3. We would love to hear more about your experience. What did we do well? What can we do better? 

• Open-End 

[Page 2] 

Thinking about your trip, how would you rate your experience with the following (Note – If the statement 

does not apply to your experience, please select “NA: on the rightmost side of the answer choices): 

Response options – Grid Format 

• 0 – Not at all Satisfied 10 – Extremely Satisfied, NA 

4. Clarity of signage at the boarding station 

5. Boarding process 

6. On-time arrival of the train 

7. Communications about train status 

8. Comfort of your seat on the train 

9. The train ride itself (for example, whether it’s bumpy or smooth) 

10. Cleanliness of the train 

11. Food and beverage on the train 
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12. Wi-Fi on the train [note: only show if train has Wi-Fi] 

13. Condition of the train interior (as in, things are in good working order) 

14. Quality of interactions with Amtrak personnel on the train (for example, friendliness, service, 

availability) 

15. Quality of interactions with Amtrak personnel at the boarding station (for example, friendliness, 

service, availability) [MEDALLIA NOTE – SHOW ONLY FOR STAFFED BOARDING STATIONS] 

[Page 3] 

16. Is this your first-time riding Amtrak? 

• Yes 

• No 

17. Which of the following best describes the purpose of your Amtrak trip? 

• Regular commute to or from work or school 

• Business travel that is not a regular commute 

• Long pleasure trip for (as in, a week or more) 

• Short pleasure trip (as in, less than a week) 

• Visiting friends or relatives 

• Personal or family business (as in, weddings, funerals, or medical trips) 

• Specific interest in train travel (as in, desire to view country by train or curiosity about train travel) 

• Other 

18. How did you feel about the number of people around you on the train?

• The train felt crowded 

• The train did not feel crowded 

• Don’t remember 

19. Are you travelling by yourself or with others? 

• Traveling by myself 
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• Traveling with other adults only 

• Traveling with others, including children 

20.Please select your age range.

• Under 18

• 18 to 24

• 25-34

• 35-44

• 45-54

• 55-64

• 65-74

• 75 or older

• Prefer not to answer

[PAGE 4]

Exception-Based Feedback for Driver Topics 

[Cleanliness (Based on Q10 if <=6)]

21. Please select any areas on the train for which the cleanliness did not meet your expectations during 

your trip. (Select all that apply) [Randomize]

• Restroom

• Train exterior

• Windows

• Seat area

• Smell/odor of the train

• Floors 

[Food and Beverage (Based on Q11 if <=6) [MEDALLIA NOTE – BLOCK F&B EXCEPTION FOR FIRST CLASS 

AND SLEEPER CUSTOMERS] 

22. Please select any aspects of the Café Car that did not meet your expectations during your trip. 

(Select all that apply) [randomize]

• Quality of food and beverages

• Variety of food and beverage options 

• Price of food and beverage options 

• Wait time in the Café Car to purchase food and beverage
FY23 Q4 Page 83

FRA Quarterly Report V. Quarterly Reporting Data Categories

• Availability of food and beverage items stocked on train

• Hour of Café Car operation

[Wi-Fi (Based on Q12 if <=6)]

23. Please select any aspects of the Wi-Fi onboard the train that did not meet your expectations during 

your trip. (Select all that apply) [Randomize]

• Ease of connecting to Amtrak Wi-Fi 

• Ability to stay connected to Amtrak Wi-Fi 

• Speed of Amtrak Wi-Fi connection 

[Train Condition (Based on Q13, if <=6)]

24. Please select any train features for which the train maintenance did not meet your expectations 

during your trip. (Select all that apply) [Randomize]

• Train seats 

• Train restroom 

• Train window blind 

• Train carpet or floor 

• Train lighting 

• Tray table 

• Train signage 

• Air conditioner 

[Page 5]

STAFF INTERACTION RATINGS 

Amtrak would like to learn more about your interactions with Amtrak staff during your trip. 

How would you rate your specific interactions with following Amtrak staff on the train [GRID FORMAT]: 

25. Conductor [MEDALLLIA NOTE – Show for All] 

26. Cafe car attendant [MEDALLLIA NOTE – Show for Acela Business Class, NER Coach Class, NER 

Business Class, NER Sleeper Class, State any class, LD Coach Class, LD Business Class, LD Sleeper Class] 
FY23 Q4 Page 84

FRA Quarterly Report V. Quarterly Reporting Data Categories

27. First class car attendant [MEDALLLIA NOTE – Show for Acela First Class 

28. Coach or business class car attendant [MEDALLLIA NOTE – Show for State Business Class, LD Coach 

Class, LD Business Class] 

29. Sleeper car attendant [MEDALLLIA NOTE – Show for LD Sleeper Class] 

30. Dining car attendant [MEDALLLIA NOTE – Show for California Zephyr, Coast Starlight, Empire 

Builder, Southwest Chief, Sunset Limited, Silver Meteor, Silver Star] 

31. Cleaning attendant [MEDALLIA NOTE – show for Acela and NER] 

• Response options – Grid Format o 0 – Not at all Satisfied ,o 10 – Extremely Satisfied, NA 

Staff Interaction Exceptions (Based on Q25-Q31) 

[Medallia Note: For each response in Q25-Q31 where the score is 6 or below, introduce exceptionbased questions Q32-Q34]

How would you rate the following aspects about your interactions with [staff type in Q25-Q31]: 

32. Availability when needed 

33. Quality of service provided 

34. Friendliness during interactions 

35. Please select the Amtrak staff who you interacted with at the boarding station (select all that apply): 

• Staff at the boarding gate 

• Red Cap 

• Ticketing agent 

• Amtrak Police 

• Other station staff 

36. How would you rate your specific interactions with [each staff type selected in Q35] at the station? 

Response options – Grid Format 

• 0 – Not at all Satisfied, • 10 – Extremely Satisfied, NA 
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FRA Quarterly Report V. Quarterly Reporting Data Categories

[Medallia Note: For each response in Q36 where the score is 6 or below, introduce exception-based 

questions ] 

How would you rate the following aspects about your interactions with [staff type in Q36 with scores 

less than or equal to 6] at the station?: 

37. Availability when needed 

38. Quality of service provided 

39. Friendliness during interactions 

[Medallia Note: Once any associated exception-based questions – are completed, finish staff section 

with Q40] 

40. Is there any additional feedback you would like to provide about your interactions with Amtrak 

staff? [Open-end] 

[Page 6]

DELAYED CUSTOMERS 

IF CUSTOMER IDENTIFIED AS BEING TRAIN DELAYED BY 15 MINUTES OR MORE (Field for Medallia 

ArrP) 

We are sorry that your train was delayed. We would like to learn more about how we handled the delay 

of your train. 

41. Overall, how satisfied were you with how Amtrak Handled your train’s delay? 

• 0 – Not at all Satisfied 10 – Extremely Satisfied, NA 

[If train departed 15 or more minutes later than scheduled (Medallia field DrrP)]

42. How did you hear about the delay before the trip? (Select all that apply) 

• I did not hear about the delay (MEDALLIA NOTE: Make this option exclusive) 

• Station announcement 

• Text from Amtrak 

• Email from Amtrak 

• Phone call from Amtrak 
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FRA Quarterly Report V. Quarterly Reporting Data Categories

• Twitter 

• Amtrak App 

• Amtrak website (Amtrak.com) 

• Other (Please specify) (MEDALLIA NOTE: Allow for open-end comment if selected)

43. How did you hear about the delay while on the train? (Select all that apply) 

• I did not hear about the delay (MEDALLIA NOTE: Make this option exclusive) 

• Onboard announcement 

• Text from Amtrak 

• Email from Amtrak 

• Phone call from Amtrak 

• Twitter 

• Amtrak App 

• Amtrak website (Amtrak.com) 

• Other (Please specify) (MEDALLIA NOTE: Allow for open-end comment if selected) 

[If “I did not hear about delay” selected in Q43, do not show Q44-47] 

Please rate your level of satisfaction with the information provided about the delay while onboard the 

train. 

Response options – Grid Format 

• 0 – Not at all Satisfied, 10 – Extremely Satisfied. NA 

44. Frequency of information 

45. Accuracy of information 

46. Availability of staff to provide explanation 

47. Resolution of any comments or complaints you shared with train 

48. OPEN-END: If Amtrak could do one thing to improve your experience during a train delay, what 

would it be? 

[Page 7]
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SLEEPER CUSTOMERS 

IF CUSTOMER IDENTIFIED AS A LONG-DISTANCE SLEEPER CUSTOMER 

Amtrak would like to learn more about your experience in your private room. 

How satisfied were you with the following aspects of the private room experience? 

Response options – Grid Format 

• 0 – Not at all Satisfied, 10 – Extremely Satisfied, NA 

49. Condition of your private room (as in, room features are in good working order) 

50. Cleanliness of your private room (for example, floor, windows) 

51. Comfort of your bed (including mattress, bedding, and linens) 

52. Did you eat any meals during your trip?

• Yes [if “yes”, continue with additional questions in this section, Q53-60] 

• No [Medallia note – if “no”, skip to final open-end question in section, Q60] 

53. Where did you eat your meals during your trip? 

• Had all my meals outside of my room (1) 

• Had all my meals in my room (2) 

• Had some meals outside of my room and some in my room (3) 

54. (If option 2 or 3 in Q53): Why did you choose to eat all or some of your meals in your room? [Openend] 

Medallia note – Show Q53-Q58 to these routes only: California Zephyr, Coast Starlight, Empire Builder, 

Southwest Chief, Sunset Limited, Silver Meteor, Silver Star.

(If option 1 or 3 in 53): How would you rate the following aspects of eating in the dining car? 

Response options 

• 0 – Not at all Satisfied, 10 – Extremely Satisfied, NA 

55. Quality of food and beverages 

56. Quality of the service 

57. Atmosphere in the dining car 
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58. (If option 1 or 3 in 53): Was the dining car open at the times that you wanted to visit it? 

• Yes 

• No 

59. (if option 1 or 3 in 53) Did you eat by yourself or with others in the dining car? 

• Ate by myself or only with my traveling party 

• Ate with others 

60. [All sleeper customers] Is there any additional feedback you’d like to provide about your private 

room experience? [Open-end] 

[Page 8]

FIRST CLASS CUSTOMERS 

[IF CUSTOMER IS IDENTIFIED AS AN ACELA FIRST CLASS CUSTOMER]

Amtrak would like to learn more about your experience in the Acela first-class car. 

61. Did the first-class travel experience meet your expectations?

• Yes 

• No 

[Medallia note: If “yes” in previous section, skip to next section. If “no”, show Q62-Q63]

62. What aspects of your first-class travel experience did not meet your expectations? [Open-end] 

63. How can we improve the first-class travel experience in the future? [Open-end] 

[FINAL PAGE]

We appreciate you taking the time to share your thoughts about your recent trip experience. Your 

opinion is very important to us, and we truly value your feedback.