frequentflyer
Conductor
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- Jun 10, 2008
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The following is a video produced by Amtrak focusing on customer service:
Amtrak video: "We're Becoming a Transportation Powerhouse"
- Thread starter frequentflyer
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Help Support Amtrak Unlimited Discussion Forum:
Bostontoallpoints
Service Attendant
I hope they look into improving the cafe car service. Like, why is it closed for an 1 hour or more after departing Boston South Station? Why are 2 or sometimes 3 tables taken up for Amtrak employees? On sold out trains would it make sense to have 2 cafe car attendants to speed up service?
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caravanman
Engineer
I complained by email back in August, and was told a reply could take a while... It's good to see that YouTube videos like the above are being made, as it gives me something to amuse myself with, as I am STILL awaiting a response, 4 MONTHS later! Powerhouse indeed... 
Interesting remarks on food and beverage. He mentions china. Where the heck is that? They hallmarked that a few years ago, and plop, nothing happened. I have not experienced Flex plus, but he wants us to believe "everyone loves it." One note, on my recent trip on the Floridian, for the first time EVER on an Amtrak train the chef went through the diner to greet passengers and ask them how their meal was. I was floored. That is an enhancement, but likely his own, not at Amtrak's behest. Kudos to him. Need more of that kind of interaction.
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And they could also take time time to unwrap the hot sandwiches before they nuke them.
And use better quality bread on the cold sandwiches.
Bostontoallpoints
Service Attendant
One step at time. I'll take a café that is open with a tables that you can actually sit at, served by a pleasant willing attendant. I have been on many trains where there is a constant line to the café for hours. Many people just give up and leave. Why not staff it with 2 attendants? Also many times items are sold out consonantly just an hour and 1/2 after being replenished in NY Penn station. I remember before Covid Amtrak would have a server go through the train with a cart between NY Penn and Phil 30th street selling snacks and drinks. Why not bring that back? If done right I think they could possibly make money in the café. I definitely see why they lose money. I always thought the café should be staffed with one person behind the counter and one working as a server for the tables. When I took the Caledonian Sleeper train from Scotland to London that is how they staffed their lounge car.
I don't think table service is really necessary for the cafe car. And most people are taking relatively short rides, so it's only a minority who actually sit at the tables to eat. I do it on longer trips, but it's not really necessary for a 2 1/2 hour ride from Baltimore to New York.
Now what would be really nice is if they would have actual dining cars, serving perhaps casual diner food, but with full service. These would actually make sense for the longer trips, like the Palmetto, the Maple Leaf, and the Vermonter, but also on some of the Boston - Virginia trains. Amtrak actually ran diners on Washington - Boston trains in the early 1970s when they were still using heritage equipment left over from the Penn Central. The PRR, Penn Central and New Havens also had diners on the corridor before that. However, I don't expect that to happen any time soon, if ever. For most NEC trips, the cafe car is fine.
Acela150
Super Buff
As for why is the Cafe "closed for one hour after departing Boston"... I have never been on a train where it isn't opened by RTE. Also keep in mind that the LSA has to stock the cafe.
Why are 2 or 3 tables taken by Amtrak Employees? Where else do you propose that is a central location that the Conductor and Assistant Conductors sit?
Having 2 attendants is not practical as their is only one Point of Sale unit and that Point of Sale is linked to the LSA. So having two LSA's using one Point of Sale could cause an issue. There are other factors besides this.
The tables in the cafe are consistently taken by passengers who want to use the tables to do work and use their laptops.
Also keep in mind that sold out items may not be in stock at the comissary. This is a common issue that Amtrak is aware of.
As to going through the train with a cart. That was reintroduced on Acela in the winter of 2022-2023. It was to test it out for the new Acela's. There were issues with the carts not being able to pass through the vestibules and some other issues. I'm not sure that this will come back.
As for your thought of having a server in the cafe for the tables. Regional trains aren't really aimed for that. Those are for LD trains more than anything.
The Conductor and AC can share 1 table, if there is not a separate conductor's office. Maybe the coach attendants can share another table, only when on breaks. There's no need for multiple OBS to be sprawled out on the seats with their feet up, one per table.
If patrons can share four to a table for “community seating” full dining car service, why shouldn’t crews do likewise?
In this day of electronic ticketing and fare collection, how much “paper work” remains?
There’s no need to spread out hundreds of tickets and collection pouches any more, is there?
Bostontoallpoints
Service Attendant
You have a far different experience than me. Most trips I have taken the cafe car is not open until Providence RI, many times after that station.
I'll give them 1 table. That should be more than enough. Amtrak policy states 1 table unless there is no overhead luggage storage:
https://www.amtrak.com/content/dam/...-service-standards-manual-101424-redacted.pdf
Again, when I was on the Caledonian Sleeper in Scotland there were 2 attendants and it worked well. One person serving tables one person preparing meals and serving take aways.
Having a server for tables could help alleviate this. Also I have been on many NER where the conductor stated that the the cafe tables were for eating and drinking.
Someone should make the commissary aware. Does the commissary know that a train is sold out and thus maybe increase stock? Somehow I doubt it.
I saw this on service on the regionals for a time and it seemed to work. Sounds like they may have had the wrong cart or forgot how this was done before. This is also done on many trains overseas, it is not a new concept.
I think it could be done if done well. Not everyone will use it but right now the cafe tables are used just for the lucky few and Amtrak staff. I think the present set-up is not being utilized for maximum revenue.
The main thing is they need to get some consistency - root out the bad apples, have more supervision so that the experience is more uniform across the network.
Bostontoallpoints
Service Attendant
"As for why is the Cafe "closed for one hour after departing Boston"... I have never been on a train where it isn't opened by RTE. Also keep in mind that the LSA has to stock the cafe."
Amtrak policy states this is to be done before departure:
https://www.amtrak.com/content/dam/...-service-standards-manual-101424-redacted.pdf
Amtrak policy states this is to be done before departure:
https://www.amtrak.com/content/dam/...-service-standards-manual-101424-redacted.pdf
Bostontoallpoints
Service Attendant
This is interesting, per the manual:
https://www.amtrak.com/content/dam/...-service-standards-manual-101424-redacted.pdf
On Northeast Regional trains the cafe car is supposed to be open continually except for right before entering NYP.
I have never seen a cafe car opened immediately after departing NYP. And I have never seen a cafe car open "bumper to bumper" Cafe's are always closed once leaving Providence RI heading to Boston for example.
https://www.amtrak.com/content/dam/...-service-standards-manual-101424-redacted.pdf
On Northeast Regional trains the cafe car is supposed to be open continually except for right before entering NYP.
I have never seen a cafe car opened immediately after departing NYP. And I have never seen a cafe car open "bumper to bumper" Cafe's are always closed once leaving Providence RI heading to Boston for example.
I do not think it is a good idea for the public to have full access to that document, FOIA, or not. There is a lot of what I would consider proprietary or confidential information contained within.
As an alternative, I think Amtrak should provide on request a much condensed version that only lists pertinent information that provides a sort of “bill of rights” for passenger services.
JMHO…
Septa9739
Lead Service Attendant
I would agree with you, but I was at PHL trying to buy fare to and from Cornwells Heights. The lady at the counter told me they didn’t serve Cornwells Hights. I gave her a whole education about their service, the RPA discount. I somehow doubt she’d know about Daytime sleeper capacity limits and other useful bits of information that we know about via that FOIA.
Uh, I would suspect that point of sale units aren't exactly multimillion dollar items that would make it financially impossible for Amtrak to provide one for each attendant.
Acela150
Super Buff
If patrons can share four to a table for “community seating” full dining car service, why shouldn’t crews do likewise?
In this day of electronic ticketing and fare collection, how much “paper work” remains?
There’s no need to spread out hundreds of tickets and collection pouches any more, is there?
Folks I'm going to chime in one last time.. Because the amount of comments that are basically stating "I know what the policy says" and don't have a clue how things work in the real world is honestly annoying and disrespectful. Please keep in mind that I share my information based my daily work life.
Why don't crews "share tables" on Regional trains? The answer is pretty simple. Our works bags include items that we need to have easy and quick access to such as Rule Books, Form D books, and much more. Unless you want a Conductor who doesn't look at their rule book(s) to ensure not only their safety and their ability to stay in service, but more importantly keeps the travleing public safe. It should also be noted that many trains have 2 AC's and a Conductor. Many of them share two tables. One for the AC's and the Conductor will have a table as well. Zone 1 trains (NYP-BOS) frequently have 3 AC's and a Conductor.
Again folks, I share this information as someone who does this for a living and as a courtesy to railfans. Please understand that posts that have the attitude of "This is what the policy says" seriously discourage me in more then one way. I strongly encourage those who have this attitude or wonder why Crew Members do certain things to come do our job to learn why we do certain things. We have a reason.
Bostontoallpoints
Service Attendant
You
I understand your gripe with having books etc. in a small space. Do you understand the paying customer's gripe with several tables taken up by Amtrak staff in the café car?
If the policy is wrong then work to change it.
You are discouraged that people are reading and posting Amtrak's policy manual?
I understand your gripe with having books etc. in a small space. Do you understand the paying customer's gripe with several tables taken up by Amtrak staff in the café car?
If the policy is wrong then work to change it.
I don't know, but I have seen a conductor working at a cafe table with papers spread out covering about half the table. But for car attendants, absolutely, one table should do for all.If patrons can share four to a table for “community seating” full dining car service, why shouldn’t crews do likewise?
In this day of electronic ticketing and fare collection, how much “paper work” remains?
There’s no need to spread out hundreds of tickets and collection pouches any more, is there?
It is understandable that the Conductor needs a workspace. But do the AC's also have paperwork that would preclude them sitting on the opposite side of the same table? (Just asking, because I don't know.)
I think the most irritating thing is seeing multiple car and service attendants sprawled out across the seats of multiple tables, one per table. They need a place for breaks, but not a whole table all to themself. And they certainly don't need to reserve an entire half car, as seems to be common on the Cardinal.
https://careers.amtrak.com/go/Railroad-Operations/8337200/If patrons can share four to a table for “community seating” full dining car service, why shouldn’t crews do likewise?
In this day of electronic ticketing and fare collection, how much “paper work” remains?
There’s no need to spread out hundreds of tickets and collection pouches any more, is there?
Okay, watching that, I’ll concede that the conductor still requires a lot of table space.
Thanks for the link.
Devil's Advocate
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Almost like Amtrak staff stating they know how customer service is supposed to work before telling us whether we should be satisfied or not.
Devil's Advocate
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I think Amtrak should be free to shield the whole thing from prying eyes in exchange for no more tax dollars. Until then they can keep responding to FOIA.
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