Managing disruptive passenger behaviour remains an operational safety concern for passenger rail services, requiring onboard personnel to respond to potential threats while maintaining safe travel conditions for other riders.
An incident aboard Amtrak’s westbound Empire Builder on Oct. 4, 2026, demonstrated the role of train crews in managing such situations. Conductors Gretchen Nelson and Alvin Hymes were part of the crew that addressed a passenger displaying disruptive behaviour during a journey from St. Paul, Minnesota, to Edmonds, Washington.
The incident occurred after the train entered North Dakota. The passenger reportedly played music, used profanity, moved repeatedly through the train and made confrontational statements during phone conversations.
A conductor initially approached the passenger and explained the railway's behavioural requirements. When the disruption continued, additional conductors joined the response and instructed the passenger to leave the train at the next stop in Minot, North Dakota.
The passenger complied without further incident. A rider subsequently submitted a written account to Amtrak and SMART Transportation Division (SMART-TD), describing the crew's handling of the situation as calm and effective.
The incident also highlights ongoing efforts to address aggression and safety risks affecting passenger transportation workers.
SMART-TD established its Bus & Transit Assault Prevention & Safety (BTAPS) Committee in 2023 to address workplace assaults and develop prevention strategies across the transportation sector. The committee has supported legislative initiatives in multiple states aimed at improving protections for transportation employees.
In September 2026, BTAPS Committee Chair Cole Czub and Vice Chair Brian Eden, an Amtrak conductor, led specialized transit assault prevention training during a regional training seminar in Baltimore.
The session addressed responses to violent situations and provided guidance on managing safety risks involving passengers and transportation personnel.
The incident illustrates the importance of trained onboard personnel in managing passenger disruptions and protecting railway operations.
For passenger rail operators and transportation stakeholders, effective de-escalation practices form part of broader workforce safety considerations. Training, established response procedures and coordination among crew members can help address disruptive situations while limiting risks to passengers and employees.
The work of the BTAPS Committee also demonstrates how workforce safety initiatives extend beyond individual railway operations, addressing similar challenges across buses, commuter rail and other passenger transportation services.
Source: Smart.
