October 1953

WESTERN PACIFIC J\'f!~~p'~Sls FRP REPORTS ON Department of Public Relations WESTERN PACIFIC RAILROAD SACRAMENTO NORTHERN RAILWAY TIDEWATER SOUTHERN RAILWAY 526 Mission Street, San Francisco 5 A news release dated September 3 was made in 1948, 45 per cent of the states that: "Travelers are not as reports received were complaints, 42 Lee "Flash" Sherwood, Editor Arthur Lloyd, Jr" Associate Editor pleased w.ith the service they are get per cent were compliments and 13 per liT em.ber A m,·el"ican Railw ay 111 ngazine Editors' Association' ting from the American railroads this cent were in the constructive sugges J1Tenl-bC1' Northern. Cali/o1"'ltict industrial Editors) Association year according to the sixth annual tion category. Since that year the per survey just completed by the Federa centage of compliments rose steadily, tion for Railway Progress. Although reaching 60 p er cent in 1952, but CONTENTS compliments still outnumber com dropped to 56 per cent this year. Com Page plaints, complaints are the highest plaints decreased to 29 per cent in 1952, FRP Reports on Passenger Service .. - 3 percentagewise since 1948. The Fed but rose during the first six months of eration's study is based on the tabu this year to 37 per cent. United Crusade.. ............ ........................ 8 lation of 5,500 railroad service re The Federation report stresses the What They're Saying About the Railroads .. 9 ports returned by railroad travelers fact that courte-ous railroad personnel Sacramento Northern Str ike ..................... ............................... 10 to the FRP Passenger Relations De are the key to the railroads' public "Don't Be HALF Safe!" .. 11 partment." relations. The survey indicates that Promotions and Transfers. 12 For purposes of tabulation the travelers readily forgive a delayed de monthly and annual results of this In Memoriam 14 parture, a prolonged wait for dining survey, the Federation separated the car service, or a temporarily-out-of New Floor for General Office .. 15 reports into three general categories: order air conditioning unit if the train WP Will Remember.. 16 Operations; Equipment and Facilities; crew proves helpful, gracious, and co Mileposts in Gold Personnel. The area of Operations was 17 operative. Hundreds of reports are Group Insurance Tips 18 subdivided into general service, reser vations, schedules, delays, baggage, received annually complimenting the Dear Editor: 19 special movements, and rates. Equip thoughtfulness or cooperation "beyond Caboosing 21 ment and facilities included coaches, the call of duty" of employees. Sports 34 passenger stations, sleepers, diners, The percentage of· favorable report Railroad Lines .... 36 and special features. Personnel was cards received on railroad personnel broken down into train crew, porters, in the last five years has risen from * JIUepost No. 51: An ea"st houncl 8peci(t l troAn asqe'hcls the Alta/lnont .8 % .c01npensat ecl redcaps, ticket office and general staff. ornde .. w 1,1l 1'ectch a t Milepost 57 (t. 1 % CO'J1tl)e nsatecl d escending g1'ade, 1n((,x'i1JUl-1n on the entire 68 per cent in 1948 to 81 per cent in m.a :n Une. When the first F ederation survey June 1953. Criticisms dropped off from .....7 OCT OBER, 1953 3 2 MILEPOSTS 27 per cent the first year of the survey By recogmzmg such services, the are made, copies of the letter are sent dawn cannot do so. During the day, to 18 per cent this year. Federation states that it hopes to in to the departments involved so that mothers had babies asleep on the pre The addition of modern postwar terest all railroad employees in per corrective steps may be taken if indi cious dome seats in the Feather River equipment has reduced complaints forming their jobs in a way which re cated. Canyon. What a waste! Such practices about equipment and facilities from 65 flects credit on themselves and their A few of the passenger reports re could certainly be cut down by signs, per cent in 1948 to 54 per cent this industry, and benefits both through ceived this year read as follows: notices in the descriptive literature, year. New coaches have reduced com better relations with the public. "Dome cars enjoyable. Dinner reser announcements over the public ad plaints in this field by 27 per cent in In referring these reports to the vation procedure a very good solution dress system, or by occasional checks five years through 1952 but passen roads involved the FRP hopes, by re to a crowding problem. Meals and by a crew member who could ask gers' complaints went up during the ducing personnel complaints to a mini service excellent. Prompt and cour offending passengers to refrain." mum, to gain traveling friends for the first six months of this year to almost teous service at Burlington Denver * * * railroads. 70 per cent where they were in 1948. city office." "The best trip I have ever had. Reports on passenger service turned * * * In 1948, 75 per cent of the comments Courteous crews-very interesting, in in by passengers on the California . on sleeping cars were complaints but "My trip was the nicest train trip I spiring, smooth riding." the addition of postwar sleeping equip Zephyr are forwarded by the Federa have ever had." ment cut this down to 57 per cent for tion to all three of the train's operating * * * * * * the first six months of 1953. Passen railroads, Western Pacific, Denver & "Miss Sara Stribling, Zephyrette, "Courteous treatment by all and ger stations and diners have lost rather Rio Grande Western, and Chicago, was most cooperative and kept the especially by the porter on our car, than gained ground for the same Burlington & Quincy. In each instance, passengers informed at all times. When which was CZ-I0. They called him period. Unfavorable reports on sta the reporting passenger receives a per train became five hours late, she con 'Simie.' We had the drawing room on tions have risen from 68 per cent to sonal letter from WP President Whit tacted all passengers to determine if this Vista Dome Observation Lounge 89 per cent; on diners from 45 per cent man, thanking him for his remarks, they wished her to contact friends or and the service was A-I. We liked to 75 per cent from 1948 to 1953. and where criticisms or suggestions reservations at their destination of the 'Simie' very much." FRP reports that railroad travelers late arrival." * * * feel that railroad operation has stead ily improved in the postwar years. This "Western Pacific is to be congratu NEW SERVICE area evokes 22 per cent more favorable lated for its fine service and efficiency, FOR PASSENGERS reports today than it did five years ago. except another dining car should be The Federation plans to triple its added for a better service. Zephyrette Passengers on the California Zephyr transferring at Chicago to Pennsyl distribution of railroad service report Mary Lou Woodward was also very cards this year in a bid to get more pleasant and courteous to all passen vania Railroad's trains the "General," gers." "Broadway Limited," or "Liberty Lim railroad travelers actively interested * * * in the cause of railway progress. The ited," destined to such Eastern points writer of the best report each month, "I found the train very comfortable as New York, Philadelphia, Pittsburgh, whether a commendation for an em and the employees very courteous." Baltimore and Washington, are now ployee, a suggestion for improvements, * * * offered a train to train transfer of hand or a reasonable criticism of service, is "The domes are terribly abused by luggage. The accommodation went awarded a U. S. defense bond. One passengers with no attempt at cor into effect on September 16. railroad employee chosen from those rective measures being taken by the Similar handling of hand luggage commended monthly also receives a railroads. Some people occupy dome will be available to westbound passen defense bond. An annual employee seats continuously which doesn't give gers transferring at Chicago from the service award for a "Railroad Man of everyone some time up there. Others Pennsylvania Railroad's trains to the the Year" is presented each spring in take pillows up there at night and California Zephyr. The charge p ~ r Washington, the recipient receiving a sleep, even taking a double seat to piece in either direction is 50 cents. gold medal, a defense bond, and a trip sleep. Then people who want to watch This service is in addition to the to and tour of Washington. "You really think someone put it there?" the country at night or especially at through Pullman car operated daily on 4 MI LE POST S OCTOBER, 1953 5 the California Zephyr between San trains or stations in Chicago will con Francisco-Oakland and New York tinue to check hand luggage with the City. This car operates alternate days Pullman porter shortly before arrival on the New York Central and Penn in Chicago for Red Cap handling from sylvania between Chicago and New the train to Union Station taxicab York City affording a "no change" stand. Passengers claim check should accommodation in cars from Coast to be presented to Red Cap at taxicab Coast. stand when claiming baggage. Usual Passengers not requiring these ar Red Cap charge of 15 cents per piece rangements and transferring to other will apply. })t JJappeneJ 25 A COOD example of the way people responded that when an emergency remember nice things that happen like this one developed, he didn't ad " Senor, if I weesh to be in a peecture I sign the contract with MGM!" to them on trains is revealed in this vise his management whether a pay excerpt from a letter written by Robert passenger or a pass rider was involved.

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