Well, it looks like we have a situation of comparing apples and oranges here.
In the bad old days when almost all CHI based Amtrak employees had that Chicago 'tude,( except the Redcaps) the Metro Lounge truly was an unpleasant place.
I personally saw many people treated rudely at the desk and as a regular for several years was also treated in a less than friendly manner. In the last couple of years as new people replaced some of the dragons, it got better.
The gate dragons could give lessons to the sour apples in New York and Boston (I found the female Desk worker in the Boston Lounge to be a jerk)and it sounds like they're still at it!
It's good to know that the desk personnel in the New Lounge are now treating customers better and that Red caps are allowed to come in to help those needing help.
Once the "bugs" are worked out ( we do need to let Amtrak know about these and offer suggestions so it can be improved) it sounds like the New Lounge csn join LA,Portland and Philadelphia as the Best of the Lounges!
Keep the reports coming folks, I look forward to my next visit to Union Station as I pass through.