Red Cap Service for Luggage and Boarding Assistance

Red Cap service provides help with luggage, boarding and exiting the train, and getting around the station. It is available to Hartford Line and Shore Line East riders. It is most often used by older riders and riders with disabilities, but any rider who needs help may ask. The service depends on staff availability and is not guaranteed.

Who provides it:

• At New Haven Union Station, Red Cap service is provided by Amtrak and by TASI.
• At Hartford Union Station, it is provided by TASI.
• Shore Line East trains are operated by Amtrak, so Shore Line East riders qualify for Amtrak's Red Cap service. On the Hartford Line, TASI provides the service on CTrail trains, and Amtrak provides it on Amtrak-operated Hartford Line trains.
• Help connecting to Metro-North is available only to riders traveling on Hartford Line or Shore Line East trains who are connecting to Metro-North.

How to request it:

• Amtrak Red Cap at New Haven Union Station: you need an Amtrak ticket for a train arriving at or departing from New Haven Union Station. Look for a Red Cap agent or ask an Amtrak representative. The Red Cap counter is at the far end of the large station board: walk past the Information Booth and continue to the Red Cap service counter.
• Already on board an arriving train: tell the onboard crew before you arrive so they can try to notify station staff. Help still cannot be guaranteed.
• TASI assistance at New Haven Union or Hartford Union Station: contact CTrail customer service at 1-877-287-4337 ahead of your trip, two days ahead if you can. Have ready your name and cell number, the train number and travel date, the station, and the type of help you need. You can also reach the station information booths directly at New Haven Union 475-355-5929 or Hartford Union 959-333-0167.

When staffed assistance is generally available:

• New Haven Union Station: every day, 6:30 AM to 10:30 PM.
• Hartford Union Station: Monday to Thursday 6:30 AM to 2:30 PM; Friday 6:30 AM to 10:30 PM; Saturday and Sunday 9:00 AM to 5:00 PM.

Related: ADA and Accessibility Resources; Luggage on the Hartford Line and Shore Line East.