The new PIDS communicates train status, origin and destination stations, boarding gate and other information in bright LCD displays, which are easier to read. They also synchronize audio and visual messaging in the station. The displays provide customers with the same information in various locations, allowing more efficient use of space in the main hall. Some existing monitors will be modified and eventually moved, including the large train status board in the center of the concourse.
“The vast majority of our customers get train status information from the display boards and in-station monitors,” said Mike DeCataldo, Amtrak senior vice president and general manager of northeast corridor operations. “The new PIDS, along with the concourse improvements under way as part of the Moynihan Station project will be a welcome upgrade to the customer experience at Penn Station.”
“The terminal complex presents a unique set of logistical and physical challenges – some of which we believe this new system will help to address,” added DeCataldo.
Large video walls, situated at either end of the main train hall, will feature departure information, visual messaging and synchronized station announcements. They are expected to draw waiting customers away from the center of the room, easing congestion and improving pedestrian circulation.
Amtrak has, or will be, installing an additional 38 monitor sets displaying boarding information and station announcements above the boarding gates on the main concourse, in the Acela Lounge, Rotunda and Amtrak waiting areas. Displays are also capable of broadcasting emergency communications and other customized messages.
Lenetta McCampbell, Amtrak senior director passenger experience, remarked, “Amtrak is committed to providing timely and accurate customer communications across all channels – in stations, on board trains, via our mobile apps and our various web-based platforms. Thanks to the hard work of a dedicated, multi-departmental team this modern system will help drive improved customer satisfaction at our most important station.”
Penn Station has approximately 650,000 commuter and intercity passengers pass through the station each day.