Delayed Train-Forced out of Met Lounge at CHI?

[Adrouault]

Hi all!

I just wrapped up a trip across the country.

All in all, 'twas a great trip. Just had a peculiar experience at the Lounge in Chicago. Our LSL was running late, and the agent insisted on closing at 9, despite us not knowing when our train would leave. We were escorted to the general waiting area by the gate, an area with uncomfortable seats, no wifi, and squalid toilets.

We didn't board until 11, and didn't leave until 11:45. So we had 2 hours in this abominable area. Isn't there any contingency to allow sleeper pax to remain in lounge?

I'm thinking of writing a complaint.

 

[greatcats]

I would certainly complain. The company probably did not want to pay overtime. Squalid toilets would certainly rate a big complaint from me.

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[StriderGDM]

Correct, apparently the Metropolitan Lounge in Chicago is privately running and 9:00 PM is a hard cutoff for their closing time.

I would complain as otherwise nothing will change, but not sure I'd expect much of a difference.

 

[Devil's Advocate]

In addition to complaining about the Metropolitan Lounge closing before departure I'd also complain about the general waiting area being so uncomfortable and in such poor shape.

 

[neroden]

This is definitely worth complaining about. It's really appalling customer service. I experienced it. I would suggest writing straight to Richard Anderson, which is the only person likely to have the authority to say "Wait, what the hell are we doing here -- fix this". (I'm not going to write myself, because having already written letters to him about even more egregious issues, I don't want to get a reputation for pestering the CEO.)

 

[beenthere]

Not the first time and most likely not the last.

Same experience last June with a 3 hour late City of NO. Finally left about 11PM. Forced out of lounge at 9 PM with no help for red cap or even if red cap would be available. NO one with authority was on duty. Stood in hallway for about an hour before someone made a decision to let us on board the train - parked on track for at least 2 hours. What a circus. PT Barnum without ringmaster.

 

[Thirdrail7]

Greatcats probably hit the nail on the head:

The company probably did not want to pay overtime.


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I would definitely write a letter but if it is not operated by Amtrak, there is only so much that can be accomplished with direct intervention from high level pressure. Of course, the operating company will likely look at Amtrak and say something like "just to make sure we're clear, you're footing these costs, right?"

.Make sure you emphasize you were waiting for the LSL...a train that...you know.....ORIGINATES....in the city you were waiting in.

 

[bratkinson]

The same thing happens in Washington DC Club Acela. I've been there multiple times waiting for train 66's 10:10 PM departure. They close at 9. It's not like they 'want' to close up, but they won't be paid overtime if they stay open. Like most hourly positions, overtime is rarely authorized or paid these days.

 

[PVD]

Met Lounge Chicago is part Amtrak (the front desk people) mostly private (cleaning, food station servicing, bar service....

 

[willem]

On New Year's Eve, Chicago's Metropolitan Lounge stayed open until just after midnight. The Amtrak front desk employee called all aboard at 0015 and sent us to the gate, after which we waited for two hours before boarding. I'm glad the lounge stayed open as late as it did, but I would rather the attendant had said the overtime pot was empty and sent us to the general waiting area rather than saying the train was ready for boarding and sending us to the gate. (After about 30 minutes, we were moved to the coach waiting area—then to the gate, and back to the coach waiting area, and back to the gate... It's entirely possible the lounge attendant thought the train was ready to board—which it was, at about 0215.

 

[PVD]

When I was last there, the attendant had a monitor that showed the track where the LSL would boarding, she got us ready when she saw the train pulling in

 

[zephyr17]

Ah, Amtrak Chicago. The purest distillation of everything wrong with Amtrak.

 

[HP_Lovecraft]

2 weeks ago, our LSL didnt leave until 12:30, but were told the lounge would be open until time to board.

The lady at the counter was actually super nice and helpful.

I have plenty of issues with the Boston lounge closing early though. I'll often take the #65, overnight to DC. Its great to have the lounge before boarding, but it sometimes closes after the last Acela leaves (5pm?). Irritating. Granted, the few times it has been open that late, it has been empty.

 

[RPC]

I took an extremely late LSL in February 2017. The Met Lounge stayed open until 11PM (though they packed up all the snacks and drinks earlier), then they moved us down to the front of the waiting area. I remember the train leaving around midnight.

 

[Lonestar648]

I would definitely write a complaint to the top. I am sure an assistant will read it, but any time an inquiry is made from the top it has priority.

I think since the front desk is Amtrak and the rest is contracted out, they may need to close all but a portion of the lounge near the front desk. The private operator finishes work at 9.

 

[neroden]

It's fine if they stop providing "amenities", but it's flatly unacceptable to kick people out because *Amtrak delayed Amtrak's own train*.

I would emphasize in your letter to Mr. Anderson that the train *originates at Chicago* and that it is *entirely Amtrak's responsibility* that it is departing late, so they should take care of their high-paying customers by allowing them to continue sitting in the lounge until it's actually ready to board.

 

[Adrouault]

Thank you all. It was pretty jarring.

 

[Triley]

It's fine if they stop providing "amenities", but it's flatly unacceptable to kick people out because *Amtrak delayed Amtrak's own train*.

I would emphasize in your letter to Mr. Anderson that the train *originates at Chicago* and that it is *entirely Amtrak's responsibility* that it is departing late, so they should take care of their high-paying customers by allowing them to continue sitting in the lounge until it's actually ready to board.

Even though we're clear it's not Amtrak' s lounge, correct?
I agree it's crappy to kick folks out when there's a train being delayed like that, but when Amtrak doesn't own or operate the lounge...

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[caravanman]

I guess the question from me is WHY Amtrak has to sub-contract the lounge operation to a private money making business?

Ed.

 

[City of Miami]

I guess the question from me is WHY Amtrak has to sub-contract the lounge operation to a private money making business?

Ed.

Because we, as passengers, get a much better experience that way. There's no comparison really!

 

[Green Maned Lion]

Yeah, everyone is forgetting long standing rants about the previous lounge employees.

 

[Thirdrail7]

I guess the question from me is WHY Amtrak has to sub-contract the lounge operation to a private money making business?

Ed.

If it provides the same or better level of service for less costs, why not? There are large swaths of programs/services that are outsourced.

Because we, as passengers, get a much better experience that way. There's no comparison really!

For the time you're allowed in it....of course.

I trust they used their best, Non-Amtrak manners as they ushered OP out into the station?

 

[Devil's Advocate]

Ah, Amtrak Chicago. The purest distillation of everything wrong with Amtrak.

Agreed.

Even though we're clear it's not Amtrak' s lounge, correct? I agree it's crappy to kick folks out when there's a train being delayed like that, but when Amtrak doesn't own or operate the lounge...

No, we're not clear on that at all. The area is presented as an Amtrak lounge to customers and last I heard the counter staff remained Amtrak employees. Only ancillary tasks like the snack service and cleanup were being handled by another company. Do you really believe Amtrak has no say in who is allowed in or when they're kicked out?

 

[Chey]

If it is another company managing the lounge, who pays them?

 

[PaulM]

Even though we're clear it's not Amtrak' s lounge, correct? I agree it's crappy to kick folks out when there's a train being delayed like that, but when Amtrak doesn't own or operate the lounge...

No, we're not clear on that at all. The area is presented as an Amtrak lounge to customers and last I heard the counter staff remained Amtrak employees. Only ancillary tasks like the snack service and cleanup were being handled by another company. Do you really believe Amtrak has no say in who is allowed in or when they're kicked out?

and from Neroden

It's fine if they stop providing "amenities", but it's flatly unacceptable to kick people out because *Amtrak delayed Amtrak's own train*.

I appears there are only two dissenters from the AU gospel that subcontracting something removes the contractor's responsibility.

If Amtrak can't get a train out reasonably on time, that is when it should make sure the promised amenity is available when it is needed the most, not add insult to injury.

It's Amtrak's job to serve its customers; the arrangement between contractor and subcontractor is their business.

Was the prime contractor for the metal crushing job able to walk away without making good somewhat?