How (not) to deal with passengers

[Ed Lecuyer]

This is an example of a worst-case scenario - certainly not the kind of publicity any organization needs.
https://www.cbsnews.com/sacramento/news/mom-calls-out-nevada-county-train-ride-operator-after-family-kicked-off-due-to-crying-2-year-old/

Let it serve as a reminder to ALL of our volunteers (from train crews to those working around the campus) that we must be extra careful with our words and actions.

[Mark Spremulli]

Wow, just the fact that the family was forced to walk back is wrong

[Ed Lecuyer]

Not to justify it, AT ALL, but this is a fairly short railroad which parallels and runs through/around several hiking trails. It also runs near/through a campground and a outdoors-y resort hotel. So walking back isn't *quite* as bad as it might seem.

[Benjamin Richards]

It's every bit as bad as it seems. I've been the parent with the crying kid. You don't throw someone off a train because their kid is crying, and you certainly don't do it rudely. The museum's official response is hardly compassionate, either.

You might throw people off a train if they're being belligerent, behaving unlawfully, or otherwise endangering the safety and welfare of others. A crying 2yo is squarely outside that box.

[Stephen Piwowarski]

Thanks for posting Ed- yikes- certainly this bears further investigation, but NCNG museum has been put in the position where the damage to their reputation has been done. Not an enviable position, for sure! You (obviously!) treat visitors with the utmost respect.

I will also point out that in my visits to NCNG and interactions with their volunteers, this has been far from the experience that I have had. It is hard to understand exactly how such incidents could occur, but if there was training on what not to do (but probably, more specifically what to do!) the museum has recourse in disciplining the offending volunteer. Good training is the hallmark of a quality and consistent experience.

That being said, since our visitors are our reason for existence (by way of our mission statement), we must treat them with the utmost respect and kindness. They are why we can do what we do- and it only takes one news report like this to destroy a reputation that has taken years to build. Unfortunately negative news tends to spread far more effectively (virally, if you will) than positive news, so take heed of that.

Steve

[Mike Fox]

Every story has 2 sides and we are seeing one side. So many questions are unanswered.. Having a Board discussion about the incident is definately the correct initial response, but it should have happened before the news was involved..

[Mark Spremulli]

Every story has 2 sides and we are seeing one side. So many questions are unanswered.. Having a Board discussion about the incident is definately the correct initial response, but it should have happened before the news was involved..

After thinking it over. I agree with Mike. There are two sides to a story and we are getting one side. However telling passengers to get off the train and walk back to the station is extreme. what should have happened was either the train returns to the station to put the passengers off or send another train out to pick up the passengers.

just my .2 cents.

[ALAIN DELASSUS]

Yes kinda weird. At the AMTP we have never forced a rider to walk back to the Pithiviers Station so far even somebody under influence . It occured a very few times when I was the conductor I threatened the troublemakers to stop the train and disembark them with the help of the steam crew  and I stayed in the vicinity to keep an eye out for them. Once  I saw a majorette falling off an opencar at very slow speed fortunately, I pulled up my train popped out of the cab and ran toward the young girl laying on her back on the grass and guess what, she was so tipsy that she was laughing. Guys of the band helped her to get  back on the train she was safe not a single scrape. As we said in France  there is a God fo the drunkards. An other recollection among so many others.

[ALAIN DELASSUS]

 BTW it was way long ago maybe in the 80's and  in those blessed days there was no smart phone no social media the incident remained unknown from the rest of the world. As long as the girl was OK everything was OK, no various and sundry papework to write and send  to the authorities in charge of the safety of the tourist railways and no trouble for anyboy. Times they've been on- changin' since.

[Jay Davis]

Definitely a reminder for everyone to keep their cool, especially when dealing with families. People remember bad experiences like these, and it's not the kind of rep any organization wants.