What to do if…
your luggage is too heavy to manage alone after a sudden platform change or diversion

What to do now

1. Make a safe pause point immediately. Move out of the main flow, such as beside a wall, seating area, staffed counter, or information desk, and keep every bag within arm’s reach.
2. Confirm the change before moving everything. Check the nearest departure board, station announcement, operator app, or staffed desk so you know the exact train, track, platform, or gate you now need.
3. Ask official staff for help right away. Say: “My luggage is too heavy to move safely. Can someone help me get to track/platform X?”
4. If you are on Amtrak, ask whether Red Cap is available at this station. Say: “Is Red Cap available right now, and where do I meet them?” Amtrak says Red Cap service is offered at select or many major stations, can help with baggage to and from trains, and baggage handled by Red Cap is protected by a claim check.
5. If Red Cap is not available, ask what this station can provide. Ask specifically about handcarts, elevators, ramps, baggage assistance, or a staffed route to the train. At Amtrak-staffed stations, staff may be able to help with stairs, and courtesy wheelchairs are available at most staffed stations.
6. Choose the step-free route if one is available. Before moving, ask: “Are the elevators or ramps working, and which route avoids stairs?”
7. If you are already on the train and a diversion affects your stop, tell onboard staff as soon as practical. Say: “I need a moment or help to get off with heavy luggage.”
8. If you may miss boarding because moving the luggage is unsafe, tell staff plainly. Ask where to wait with your bags and whether rebooking or waiting for the next departure is possible.
9. If you must move a bag a short distance yourself, make it one controlled move. Keep the bag close, use both hands where possible, avoid stairs if you can, and stop again if it feels unsafe.