Official Representation on Amtrak Unlimited?

[Devil's Advocate]

In a recent thread folks were thinking up ways to make it more obvious to visitors that AU is not part of Amtrak. I'm by no means against such suggestions, but all I could think about is why we still don't have any sort of official representation from Amtrak itself. When I first came to AU I figured it was simply because Amtrak was still stuck in the pre-Internet era and didn't understand the usefulness of social media to connect with current and future customers. But that wasn't true at all. Amtrak (or a designated surrogate) seems perfectly comfortable maintaining a Facebook page and a twitter account and even a Flyertalk membership. All of which leaves me wondering why we still do not have any official representation on the premier forum for Amtrak discussion? Is this situation intentional by design or is it something that simply never got off the ground?

The recent distribution of the employee manual helps us see what the desk jockeys apparently think is going on, but when we see that's not actually the case there's no official representative available to explain the discrepancies or to offer assistance when someone's Amtrak experience runs off the rails. Folks who find their way here are likely to see lots of complaints but few if any official answers. I realize that not every issue has an easy resolution and some issues are not suitable for resolving in public, but even just seeing someone from Amtrak reaching out to collect more information or showing some concern for legitimate complaints might do wonders for Amtrak's image over time. Maybe when this site was new it made sense to remain below the radar, but today this site is being returned on just about any conventional Google search involving Amtrak. That would imply to me that maybe it's time for Amtrak and/or the forum staff to reconsider this missing link.

So what do YOU think?

 

[RampWidget]

In a recent thread folks were thinking up ways to make it more obvious to visitors that AU is not part of Amtrak. I'm by no means against such suggestions, but all I could think about is why we still don't have any sort of official representation from Amtrak itself. When I first came to AU I figured it was simply because Amtrak was still stuck in the pre-Internet era and didn't understand the usefulness of social media to connect with current and future customers. But that wasn't true at all. Amtrak (or a designated surrogate) seems perfectly comfortable maintaining a Facebook page and a twitter account and even a Flyertalk membership. All of which leaves me wondering why we still do not have any official representation on the premier forum for Amtrak discussion? Is this situation intentional by design or is it something that simply never got off the ground?

The recent distribution of the employee manual helps us see what the desk jockeys apparently think is going on, but when we see that's not actually the case there's no official representative available to explain the discrepancies or to offer assistance when someone's Amtrak experience runs off the rails. Folks who find their way here are likely to see lots of complaints but few if any official answers. I realize that not every issue has an easy resolution and some issues are not suitable for resolving in public, but even just seeing someone from Amtrak reaching out to collect more information or showing some concern for legitimate complaints might do wonders for Amtrak's image over time. Maybe when this site was new it made sense to remain below the radar, but today this site is being returned on just about any conventional Google search involving Amtrak. That would imply to me that maybe it's time for Amtrak and/or the forum staff to reconsider this missing link.

So what do YOU think?

Sometimes an "unofficial" forum has a valuable place - but I wouldn't see anything to be gained by denying Amtrak an opportunity to represent themselves here on AU. If they're smart, they are at least reading at least some of these topics discussed here. If they're willing to participate, then my opinion is to allow them to do so.

 

[Ryan]

There are various "unoffical" folks here, the most senior of which (I think) is retired.

I'm not a regular flyertalk reader, but by general impression is that other than the occasional complaints getting resolved (which are usually just as easy to get addressed by twitter), it seems like AGR Insider over there is more "PR" than "Insider".

I would love to see more people like EB_OBS here - he provides excellent explanations, and it seems that he takes seriously any issues that he becomes aware of.

 

[fairviewroad]

The Amtrak representative on Flyertalk is from the AGR division, and as such does not seem to address operational issues and customer service issue that have no particular connection to AGR. So even on Flyertalk the Amtrak presence is fairly limited and of limited value.

That said, I would welcome an official Amtrak representative on here.

 

[Anthony]

Hi folks,

I think this is a healthy and valuable discussion, and I encourage it. I know we have some very enthusiastic members here who are eager to help, but I would ask that as this particular thread develops, any direct contact to Amtrak regarding official representation is handled through me. We have an existing line of communication to Amtrak, and from a diplomatic perspective, it would be best to go that route.

I will monitor this thread and give some thought to how we might proceed.

Thanks for your support!

Anthony

 

[Just-Thinking-51]

Bad idea.

Internet Trolls

Internet access and a keyboard and you too can be the biggest (#%€¥@$&) on the planet. No lets keep this line of communication as is. Open access, and unofficial.

 

[AlanB]

There are various "unoffical" folks here, the most senior of which (I think) is retired.

Well the most senior and regular visitor & poster here is indeed retired. There are however more senior folks than him, who do visit from time to time, even if they don't ever post.

I'm not a regular flyertalk reader, but by general impression is that other than the occasional complaints getting resolved (which are usually just as easy to get addressed by twitter), it seems like AGR Insider over there is more "PR" than "Insider".

Before AGR came in house, there were 4 or 5 Amtrak AGR employees who worked directly for Senior Director Michael Blakey. They, along with Michael, set AGR policies, promotions, and they monitored/guided the vendor that actually handled our points. The AGR Insider account is used by those people and on rare occasions by Michael himself. You can't get any more senior within AGR than the people who monitor and post as AGR Insider. So while some of their posts are indeed puff, puff about upcoming promotions and such, if you have an AGR issue these are the people who can indeed solve the problem if they do see it as a problem that needs to be fixed.

By the way, back when AGR was being contracted out, this forum did indeed have its own AGR Insider, even though he never advertised that fact. But we had a senior person that worked for the contractor who monitored things and fixed many a problem for our members.

I would love to see more people like EB_OBS here - he provides excellent explanations, and it seems that he takes seriously any issues that he becomes aware of.

We've actually been quite fortunate over the years to have various people like EB, MiamiJoe, and others whom I won't name, who've come to share their knowledge of Amtrak with us.

 

[haolerider]

In a recent thread folks were thinking up ways to make it more obvious to visitors that AU is not part of Amtrak. I'm by no means against such suggestions, but all I could think about is why we still don't have any sort of official representation from Amtrak itself. When I first came to AU I figured it was simply because Amtrak was still stuck in the pre-Internet era and didn't understand the usefulness of social media to connect with current and future customers. But that wasn't true at all. Amtrak (or a designated surrogate) seems perfectly comfortable maintaining a Facebook page and a twitter account and even a Flyertalk membership. All of which leaves me wondering why we still do not have any official representation on the premier forum for Amtrak discussion? Is this situation intentional by design or is it something that simply never got off the ground?

The recent distribution of the employee manual helps us see what the desk jockeys apparently think is going on, but when we see that's not actually the case there's no official representative available to explain the discrepancies or to offer assistance when someone's Amtrak experience runs off the rails. Folks who find their way here are likely to see lots of complaints but few if any official answers. I realize that not every issue has an easy resolution and some issues are not suitable for resolving in public, but even just seeing someone from Amtrak reaching out to collect more information or showing some concern for legitimate complaints might do wonders for Amtrak's image over time. Maybe when this site was new it made sense to remain below the radar, but today this site is being returned on just about any conventional Google search involving Amtrak. That would imply to me that maybe it's time for Amtrak and/or the forum staff to reconsider this missing link.

So what do YOU think?

Bad idea. Amtrak already has a Customer Service department that handles complaints and attempts to resolve issues. They also have a social media program that attempts to communicate with those segments of the population who use this form of communication. In my opinion, Amtrak Unmilited has a unique position, in that newcomers can readily receive information regarding Amtrak, not from an official source (basically, that is what Amtrak.com is for) and they can ask for opinions, suggestions, etc., without getting a canned corporate response. Also, I cannot see Amtrak designating someone to monitor this forum and having to take a portion of their day to do so! What a waste of time. I think the members of this forum do a great job in responding to questions and if necessary referring people to Amtrak for the official response. As mentioned in other response, there are members here who work for Amtrak or have worked for Amtrak and there have been instances where certain issues have been sent to Amtrak for resolution. We don't need Amtrak to be represented on this forum! Of course, this is my opinion and if you disagree that is fine with me, but let's not make this forum what it was not intended to be. I am sure Anthony will make the correct decision, and as I understand it, it is his decision to make!

 

[Bob Dylan]

Anthony nailed it in his Post! :hi: If a Member (Guests should go ahead and Join!) wants to PM him with a Serious Question/Problem/Suggestion (he is very busy)he has excellent connections with folks @ Amtrak (so do some of the other AU Admin and Members!!) As other Posters have said, we have several Amtrak Employees, ,both OBS and Suits, that read this forum and also Post with Excellent info/advice! I personally think this Forum is the best one on the Internet, and the old saying goes: "If it a'int broke, don't fix it!" (There is a thread for posting ideas/suggestions for improvements on AU!!!)

 

[amamba]

Personally I like things the way they are and don't think we need an official amtrak presence. Just my $0.02.

 

[benjibear]

I don't think one is needed but I would welcome them. The issue is I don't think Amtrak would want to take the liability to have their words posted here in a public place. An employee posting is one thing, but when it is Amtrak posting, they carry alot of liability for watching everything they say.

 

[the_traveler]

I agree with haolerider to leave things as they are.

Not to put down Amtrak's management or agents, but if someone wants information about a certain train or route, we (collectively) probably know more about it, and we can take more time helping someone with simple questions. If it is too complex for us to answer, we (the AU community) will direct him/her to Amtrak.

I think all of Amtrak does a great job, and I for one am glad to help answer simple questions - especially from new riders.

 

[Shortline]

I agree with haolerider to leave things as they are.

Not to put down Amtrak's management or agents, but if someone wants information about a certain train or route, we (collectively) probably know more about it, and we can take more time helping someone with simple questions. If it is too complex for us to answer, we (the AU community) will direct him/her to Amtrak.

I think all of Amtrak does a great job, and I for one am glad to help answer simple questions - especially from new riders.

Having seen how the "insiders" get dog piled on, and topics pulled 10,000 different directions, I don't think it would be in Amtrak's best interest to do any official posting. That's just not what a forum is really for, and from what I've seen at other sites, usually ends up being counter productive. If and when they want to answer forum posts in an official capacity, they will have a forum on their own webpage.

 

[fairviewroad]

I cannot see Amtrak designating someone to monitor this forum and having to take a portion of their day to do so! What a waste of time. I think the members of this forum do a great job in responding to questions and if necessary referring people to Amtrak for the official response.

Perhaps I'm misunderstanding the OP's query, but I don't see how having an official Amtrak presence on here prevents any of the existing users from continuing to respond to

questions, etc. My impression is that while there would be a specific username associated with someone who officially represents Amtrak, the rest of the board would continue

to operate as is.

 

[the_traveler]

The thing is that those officials from Amtrak may or may not be members of AU. I'm NOT with Amtrak and am just using myself as an example - would you trust an answer from the_traveler (if I was indeed Amtrak) or from "Guest_Guest"?

 

[me_little_me]

I would think it is best not to invite Amtrak but if they choose to join and ID themselves as Amtrak, that would be fine with me and a good idea.

It ticks me that Amtrak has a Facebook presence where they offer deals. Facebook is the number one privacy stealer on the internet and to be required to have a Facebook page to participate really sucks.

 

[Guest]

I would think it is best not to invite Amtrak but if they choose to join and ID themselves as Amtrak, that would be fine with me and a good idea.

It ticks me that Amtrak has a Facebook presence where they offer deals. Facebook is the number one privacy stealer on the internet and to be required to have a Facebook page to participate really sucks.

I agree completely. When I have received AGR emails regarding a contest to enter by "liking" it on Facebook, I always email back and ask why I should be required to have an association with another business to do business with Amtrak. They never respond. Great way to build customer loyalty.

I am very tech-savvy and am all for "progress" that makes life easier, but especially with the rampant identity theft out there, I find no reason to share personal information on the internet and give that information to a third-party company, especially one so notorious for breaches of privacy.

Companies like to use social media because it's fast, cheap and easy. But, I think they believe the myth that everyone has a Facebook account or even that all of the people who do have an account actually look at it frequently and intently, or use it solely for all of their contact with the outside world.

 

[MikefromCrete]

Amtrak Unlimited needs to remain an independent voice of the Amtrak consumer. If Amtrak employees and officials want to comment, that's fine. But AU should not become an "official" voice of Amtrak. Amtrak has its own means to get its point across. Amtrak officials couldn't comment on some of the subject matter here, such as the behavior of employees. That are established methods for employee discipline and that doesn't include public statements on the web.

 

[the_traveler]

I agree with the Facebook comment. I do not understand why you have to be a Facebook member to participate.

I did join, but have since closed the account, and want nothing to do with Facebook! I was "friended" by people in China, South Africa, Russia, etc... - none of whom I had any idea who they were!

I was tying to post a comment to a story on a TV station's site. Only after I completed the reply and hit <enter> was I requested to "sign into your Facebook account"! Needless to say, that reply was never made!

 

[PerRock]

I think some people are getting a bit confused. The way I read the OP; all that we would be changing is that there would be a user (or a couple) that were Official Amtrak staff who's job it is to periodically check in here and comment. I didn't get the impression that the OP wants us to become the "Official Amtrak Forums". Am I understanding this correctly?

While I would prefer not to become the "Official Amtrak Forums", I wouldn't be to quick to say no to it either, at the very least I'd want to see/hear their plans for the forum if they were to take over. However I don't think this is what the OP wants. Having an official from Amtrak here I don't see a problem with myself. Yes that account would get a bunch of PMs however you can turn PMs off. As for threads going off topic, I don't see that happening any more then they do already. I'm actively part of a number of Official forums for various companies which have active staff posting in them, and when it comes down to it, there isn't any more off topic posting then there is on my forums that aren't official (I'll admit I don't have any data to back this up, it's just an observation). In reality I don't see it being any different then having EB_OBS & others posting on here; many people know that they are staff & usually pick up on that (for some of them) quite quickly, and their posts aren't being dragged off topic.

peter

 

[haolerider]

I would think it is best not to invite Amtrak but if they choose to join and ID themselves as Amtrak, that would be fine with me and a good idea.

It ticks me that Amtrak has a Facebook presence where they offer deals. Facebook is the number one privacy stealer on the internet and to be required to have a Facebook page to participate really sucks.

Actually, from a marketing standpoint, Facebook is no different than any other marketing channel. Amtrak and everyone else markets to AAA and you need to be a member of AAA to take advantage of the offer/discount. Alumni discounts, Red Hat Society discounts, special group discounts are all individually targeted programs. I am not a Facebook member and don't intend to join, but as an Amtrak supporter, I am glad they are going after that demographic!

 

[TimePeace]

Amtrak Unlimited needs to remain an independent voice of the Amtrak consumer. If Amtrak employees and officials want to comment, that's fine. But AU should not become an "official" voice of Amtrak. Amtrak has its own means to get its point across. Amtrak officials couldn't comment on some of the subject matter here, such as the behavior of employees. That are established methods for employee discipline and that doesn't include public statements on the web.

This post says pretty much how I feel. Staying independent is important, but anyone can join. But no special status should be accorded a rep from Amtrak.

 

[Devil's Advocate]

I think some people are getting a bit confused. The way I read the OP; all that we would be changing is that there would be a user (or a couple) that were Official Amtrak staff who's job it is to periodically check in here and comment. I didn't get the impression that the OP wants us to become the "Official Amtrak Forums". Am I understanding this correctly?

That is correct. My proposal was for the inclusion an official Amtrak account with an appropriate name and group for easy spotting that could respond to queries or complaints. Presumably this account would be used to nip tiny issues in the bud before they became larger issues and to address serious issues as they come up or to inquire with the the poster for further review. It would also be nice to get some advance notice on changes and/or improvements to services and/or other information of specific interest to rail fans. This official account would not be able to remove or edit the comments of others or to prevent further discussion by those who wished to continue the debate. By the same token it would not be acceptable to treat the official account as a glorified punching bag either. I'm hoping for a mutual respect kind of thing. Everything else would remain essentially the same as today.

 

[EB_OBS]

A very interesting topic and poll.

I didn't vote but I'll say that if Amtrak were to offer and/or provide an official presence at AU, it could possibly make it more difficult for employees such as myself to post much if at all.

I don't officially represent Amtrak's CS department or speak for Amtrak in any official capacity. If Amtrak set up an actual official Amtrak CS representative here, Amtrak could or would likely prohibit employees from posting or at least prohibit us from identifying ourselves as Amtrak employees. I dunno, it's pretty hard to guess what exactly would come out of it.

Anyways, I enjoy reading the forum. I actually learn a lot from you all too. Many of you are way more traveled and more experienced in the intricacies of ticketing and trip planning than I am.

I'm always glad to help out wherever I can. I try to check in several times a week, even daily sometimes. I reply to PMs and am happy to receive them.

EB_OBS

 

[rrdude]

I would welcome, and ENCOURAGE Amtrak to officially join, and make an obvious ID (username) in this forum.

There is NO downside, zero, nada, zilch. PERIOD. They could post whenever, or never, according to what is in Amtrak's best interest. While a service topic may be important to some of us on the forum, it may not even raise an eyebrow at Amtrak, for reasons we don't know about, NOR, need to have Amtrak explain to us.

It is in AMTRAK's best interest to monitor this forum, and I suspect they do, thru various methods. After all, you have a dedicated group of rail-travelers, who all want to see the company succeed, and some who actually volunteer untold hours, or months of their lives to that end.

But they need to monitor this forum, and post - or not, when it is in THEIR best interest, not the members.