Quality of Service lacking . . .

[Caleb Elijah Skye]

I recently took the Crescent 19 from Atlanta to New Orleans.

I wanted to say that while I mostly enjoyed the experience--my first-ever train trip, I found Amtrak's customer service to be lacking.

1.) Apparently they do not vacuum the trains except at the main departure stations--the return trip, the carpet was clean. Bathrooms were hideous.

2.) The stewards, conductor, etc. give almost zero information about where to sit, etc. You have to learn by trial and error.

3.) The dining car hosts are neutral at best (if not rude).

4.) Pillows are practically snatched from your seat up to an hour before the final arrival destination.

Now, to elaborate.

When I got on the train in Atlanta, there were cookie crumbs in our seats and on the floor throughout the car. Maybe a quick push broom vacuum at each major stop? When I boarded in New Orleans on the Crescent 20, the carpet and seats were clean, so maybe it's only at the final stops that this occurs. And, the bathrooms were disgusting. Urine all over the floor. I understand moving trains prevent good "aim," but could someone clean up in there at least once on a 12-hour trip?

All of the stewards, conductors, staff on the Crescent 19 were extremely neutral--the offered no information for those new to train travel, provided no information about the dining car location, lounge location, bathroom location, etc. Everything was "wonder around until you find it." When you asked a question, you were treated as if you "ought to already know these things." I know the staff works on Amtrak constantly, but I've never been on board, and would have appreciated a basic review of services.

The dining car hosts offered no information about specials--I had to ask and they seemed put out to have to answer me. Again, just general complacency and no sense of service.

An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.

The experience on the train could have been wonderful, but the staff screwed it up.

Amtrak take note.

Thanks

 

[sunchaser]

Caleb,

Welcome to the Forum.

Just a quick note in case you are not aware, this is a discussion board about Amtrak, but not owned or connected with Amtrak.

I'm sorry you had such trouble, but on Monday, you should call Amtrak & ask for an agent, then ask to be transferred to Customer Service. Have your ticket available. They should be able to assist you! The number is 1-800-USA-RAIL (1-800-872-7245) I hope you will try the train again, but do call them!

 

[Rail Freak]

Welcome Caleb,

I'm sorry to hear of your experience! I just started traveling Amtrak in Sept of 08 but have done quite a bit. I have found the most miserable human beings I've ever met as OBS, but then I have found some of the nicest folks I've had the opportunity to meet. (such is life) I believe the key is, when you step foot on that train, leave all expectations behind you. It's sometimes hard, but dont let it spoil your trip. I was on the Crescent last May & found the crew to be a little stuffy, for lack of a better word! My trip on the North Bound City of NO was, by far, the best crew I have experienced! So much so, I complimented the Conductor. He thanked me & said that they Police their own! & it showed. Again, dont give up on the Amtrak Experience!

Have Fun

 

[dlagrua]

The crews on Amtrak are a cross section of what you would find in life- good people and bad people. We've had room attendents that were complete jerks and other that were kind, friendly caring and concerned.

Amtrak should do a better job of maintaining manners and decorum from the employees on their trains as every Amtrak employee should be required to make the passengers comfortable. George Pullman set the example for help on his sleepers in the 1930's and 1940's. . Everyone was neatly dressed and was more than willing to accomodate because they worked mostly for tips. Today there is no more incentive to do better as Amtrak employees are paid far more than they were when Pullman ran things. You can't even get your shoes shined anymore. The worker quality has declined.

 

[had8ley]

I recently took the Crescent 19 from Atlanta to New Orleans.

I wanted to say that while I mostly enjoyed the experience--my first-ever train trip, I found Amtrak's customer service to be lacking.

1.) Apparently they do not vacuum the trains except at the main departure stations--the return trip, the carpet was clean. Bathrooms were hideous.

2.) The stewards, conductor, etc. give almost zero information about where to sit, etc. You have to learn by trial and error.

3.) The dining car hosts are neutral at best (if not rude).

4.) Pillows are practically snatched from your seat up to an hour before the final arrival destination.

Now, to elaborate.

When I got on the train in Atlanta, there were cookie crumbs in our seats and on the floor throughout the car. Maybe a quick push broom vacuum at each major stop? When I boarded in New Orleans on the Crescent 20, the carpet and seats were clean, so maybe it's only at the final stops that this occurs. And, the bathrooms were disgusting. Urine all over the floor. I understand moving trains prevent good "aim," but could someone clean up in there at least once on a 12-hour trip?

All of the stewards, conductors, staff on the Crescent 19 were extremely neutral--the offered no information for those new to train travel, provided no information about the dining car location, lounge location, bathroom location, etc. Everything was "wonder around until you find it." When you asked a question, you were treated as if you "ought to already know these things." I know the staff works on Amtrak constantly, but I've never been on board, and would have appreciated a basic review of services.

The dining car hosts offered no information about specials--I had to ask and they seemed put out to have to answer me. Again, just general complacency and no sense of service.

An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.

The experience on the train could have been wonderful, but the staff screwed it up.

Amtrak take note.

Thanks

Caleb;

Welcome to our world !!! Glad you experienced Amtrak but can only say the diner is manned(ladied) by New York City based crews as the rest of the train is New Orleans based crews.This has been a bad vibe for Amtrak and its crews. One of the conductors on # 19 between Atlanta and Meridian (crew change points) is well known for his "bullying"~ he takes half the lounge car as his "private" car.Hopefully you'll do another route and have an enjoyable trip.

 

[rrdude]

Welcome Caleb, and welcome to the inconsistencies of Amtrak. Imagine what their reputation would be if every train was clean, every staff member was courteous, (or at least not negative), and they had enough equipment in working order.........

Anyway, write Amtrak customer service a note, with all the DETAILS, but none of the drama. I'd photo copy your ticket stub, or at the very least, write your reservation number down..........

 

[Shanghai]

I was on the Crescent two weeks ago from New Orleans to New York.

I was in the sleeper and had a most enjoyable trip. I'm sorry your

experience was the reverse of mine, but you will find most of the Amtrak

trains are clean and run by friendly and helpful staff. I hope you have

an opportunity to experience another train or the Crescent at another time.

Welcome to Amtrak Unlimited and I hope you will post often.

 

[AlanB]

An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.

I'm not sure what the reason for the "pillow return" was but the crew doesn't get off in Atlanta. The conductors change there, but they're not in charge of pillows. By the coach attendants go all the way to NY before they're done, so collecting the pillows so that they could get in Atlanta would not make sense.

I do wonder if they wanted to get the covers changed before the new passengers boarded.

 

[the_traveler]

I recently took the Crescent 19 from Atlanta to New Orleans.

1.) Apparently they do not vacuum the trains except at the main departure stations--the return trip, the carpet was clean. Bathrooms were hideous.

2.) The stewards, conductor, etc. give almost zero information about where to sit, etc. You have to learn by trial and error.

3.) The dining car hosts are neutral at best (if not rude).

4.) Pillows are practically snatched from your seat up to an hour before the final arrival destination.

Now, to elaborate.

When I got on the train in Atlanta, there were cookie crumbs in our seats and on the floor throughout the car. Maybe a quick push broom vacuum at each major stop? When I boarded in New Orleans on the Crescent 20, the carpet and seats were clean, so maybe it's only at the final stops that this occurs. And, the bathrooms were disgusting. Urine all over the floor. I understand moving trains prevent good "aim," but could someone clean up in there at least once on a 12-hour trip?

...

The dining car hosts offered no information about specials--I had to ask and they seemed put out to have to answer me. Again, just general complacency and no sense of service.

An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.

The experience on the train could have been wonderful, but the staff screwed it up.

Welcome Calab!

My many trips on the Crescent have been great. But as has been said, they are both good and bad on different trains. (If you had an indifferent crew on United Airlines or USAir, would you say that EVERY crew on that airline is bad too?)

To answer some of your points:

1) Yes they do only clean the train throughly at the end points. (In the case of the Crescent, that would be New York and New Orleans.) I have seen some crews sweep the cars at times, but some may not. (If a flight from Chicago to LA stops at Denver but continues to LA, have you seen a cleaning crew come aboard and throughly clean the jet at Denver?

I haven't! So what makes you think this happens on Amtrak?

)

2) They are not "stewards", they are car attendants. As said, some are great, some are good and some are bad - just like in any other job! Some attempt to clean the bathrooms, some do not. But they can not clean after every passenger! (Did you ever hear the saying "Be considerate of the next [user]"?

)

I'm not saying this is the case, but what if the car attendant did a complete cleaning of the rest room, the next passenger made it a complete mess - and then you were the 2nd user. Who should you blame?

The car attendant did a complete cleaning just 2 minutes before!

3) See #2.

4) As said, the "final destination" for the Crescent is New York, not Atlanta. I'm not saying it didn't happen, but I don't understand why they took your pillow an hour before arriving in Atlanta. The same car attendant continues on the Crescent in that car to New York.

Please don't let this be your last trip on Amtrak!

 

[Devil's Advocate]

Caleb,

I'm sorry to hear of your negative experiences. If possible please call Amtrak directly and explain your dissatisfaction as suggested and request a voucher. Don't worry about all the various technical considerations that form the bulk of our discussions here. Those minutia have no bearing on why Amtrak staff are routinely allowed to treat their customers however they please.

 

[Bill Haithcoat]

As somebody who has lived in Atlanta about 34 years and ridden many times I can tell you that generalizations seldom work.

I have seen all kinds of people on all trains.

The Crescent,on the whole, normally gives better service than what you experienced.

Do not let this experience discourage you.

 

[Caleb Skye]

I recently took the Crescent 19 from Atlanta to New Orleans.1.) Apparently they do not vacuum the trains except at the main departure stations--the return trip, the carpet was clean. Bathrooms were hideous.2.) The stewards, conductor, etc. give almost zero information about where to sit, etc. You have to learn by trial and error.3.) The dining car hosts are neutral at best (if not rude).4.) Pillows are practically snatched from your seat up to an hour before the final arrival destination.Now, to elaborate.When I got on the train in Atlanta, there were cookie crumbs in our seats and on the floor throughout the car. Maybe a quick push broom vacuum at each major stop? When I boarded in New Orleans on the Crescent 20, the carpet and seats were clean, so maybe it's only at the final stops that this occurs. And, the bathrooms were disgusting. Urine all over the floor. I understand moving trains prevent good "aim," but could someone clean up in there at least once on a 12-hour trip? ...The dining car hosts offered no information about specials--I had to ask and they seemed put out to have to answer me. Again, just general complacency and no sense of service.An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.The experience on the train could have been wonderful, but the staff screwed it up.

Welcome Calab!My many trips on the Crescent have been great. But as has been said, they are both good and bad on different trains. (If you had an indifferent crew on United Airlines or USAir, would you say that EVERY crew on that airline is bad too?)To answer some of your points:1) Yes they do only clean the train throughly at the end points. (In the case of the Crescent, that would be New York and New Orleans.) I have seen some crews sweep the cars at times, but some may not. (If a flight from Chicago to LA stops at Denver but continues to LA, have you seen a cleaning crew come aboard and throughly clean the jet at Denver?

I haven't! So what makes you think this happens on Amtrak?

)2) They are not "stewards", they are car attendants. As said, some are great, some are good and some are bad - just like in any other job! Some attempt to clean the bathrooms, some do not. But they can not clean after every passenger! (Did you ever hear the saying "Be considerate of the next [user]"?

)I'm not saying this is the case, but what if the car attendant did a complete cleaning of the rest room, the next passenger made it a complete mess - and then you were the 2nd user. Who should you blame?

The car attendant did a complete cleaning just 2 minutes before!

3) See #2.4) As said, the "final destination" for the Crescent is New York, not Atlanta. I'm not saying it didn't happen, but I don't understand why they took your pillow an hour before arriving in Atlanta. The same car attendant continues on the Crescent in that car to New York.Please don't let this be your last trip on Amtrak!

To answer some of your points:

1) Yes they do only clean the train throughly at the end points. (In the case of the Crescent, that would be New York and New Orleans.) I have seen some crews sweep the cars at times, but some may not. (If a flight from Chicago to LA stops at Denver but continues to LA, have you seen a cleaning crew come aboard and throughly clean the jet at Denver? I haven't! So what makes you think this happens on Amtrak?)

I understand. Just wondering if there SHOULD have been a quick pushbroom throughout the journey. In other words, was this experience normal, or were these attendants more lax than they should have been. In my line of work, there are self-motivated people and there are lazy people; it is the managements responsibility to either motivate the lazy or get rid of them. I'm not saying everyone is perfect, but it's a twelve-hour trip. Shouldn't someone do a quick vacuum?

2) They are not "stewards", they are car attendants. As said, some are great, some are good and some are bad - just like in any other job! Some attempt to clean the bathrooms, some do not. But they can not clean after every passenger! (Did you ever hear the saying "Be considerate of the next [user]"?)

Understandable, but still very unpleasant.

I'm not saying this is the case, but what if the car attendant did a complete cleaning of the rest room, the next passenger made it a complete mess - and then you were the 2nd user. Who should you blame? The car attendant did a complete cleaning just 2 minutes before!

3) See #2.

4) As said, the "final destination" for the Crescent is New York, not Atlanta. I'm not saying it didn't happen, but I don't understand why they took your pillow an hour before arriving in Atlanta. The same car attendant continues on the Crescent in that car to New York.

Glad you clarified that, but it did happen. In fact, one passenger even protested, and I quote: "We've got over an hour to go and you want our pillows?" The attendant simply said, "Yes, I need all the pillows."

Please don't let this be your last trip on Amtrak!

I will not. I like to give things multiple tries, I just wanted to see if this was the norm.

Thanks everyone!

 

[Crescent ATN & TCL]

An hour before reaching our final destination (coming back on the Crescent 20 to Atlanta) having been delayed four hours due to transfer train break down on the tracks, the steward rushed through the car and demanded we turn in our pillows. One hour BEFORE the final stop. It was obvious that the stewards wanted to simply walk-off the train the moment we reached Atlanta.

I'm not sure what the reason for the "pillow return" was but the crew doesn't get off in Atlanta. The conductors change there, but they're not in charge of pillows. By the coach attendants go all the way to NY before they're done, so collecting the pillows so that they could get in Atlanta would not make sense.

I do wonder if they wanted to get the covers changed before the new passengers boarded.

I suspect he meant on the way into NOL. As of late to policy has been to shutdown the diner and cafe and strip the cars of pillows, headrest covers etc. as soon as the train departs Slidell. This is something that is very annoying to me also.

I understand not taking new customers in the diner after Slidell but closing the cafe when they still have an hour, sometimes more, that they could bring in more food and drink revenue.

As for coach pillows and headrest covers, both of these are one time use items that are disposed of after each trip. It seems to me that it would be the coach cleaners responsibility to remove these and not the OBS staff's.

 

[Shawn Ryu]

There are many Amtrak workers who are rude, but I found them to be working on short distance services like Pacific Surfliner and Northeast Regionals. I find people who work on long distance trains to be very helpful and very easy to talk to, and have a friendly conversations.Maybe thats just me though.

 

[Everydaymatters]

I believe that 90% of the time the pillows are taken away about an hour from the last stop. The other 10%, I guess I just didn't notice. Actually, I never thought anything about it, just figured they had a lot to do at the end of the trip and it was no big deal. If it was in the middle of the night, I'd probably find it annoying. During the day I never had a problem with it.

 

[Shanghai]

In the sleeper, the SCA usually makes the beds with clean linens before the end of the journey.

They usually begin by asking for your pillow cases and then make the beds. They do not put new

pillow cases on the pillows in the seating area but do in the upper berth.

This if fine by me. I once experienced boarding at an intermediate stop to find my roomette

not prepared from the previous occupant. This was not a pleasant greeting for me!! I told the

SCA I would go to breakfast while he made up the room and upon my return, nothing had been done.

I made up the room myself and at the end of the trip, I gave the SCA the same - NOTHING!!

 

[Guest]

Caleb;

Welcome to our world !!! Glad you experienced Amtrak but can only say the diner is manned(ladied) by New York City based crews as the rest of the train is New Orleans based crews.This has been a bad vibe for Amtrak and its crews. One of the conductors on # 19 between Atlanta and Meridian (crew change points) is well known for his "bullying"~ he takes half the lounge car as his "private" car.Hopefully you'll do another route and have an enjoyable trip.

It is very obvious that the dining car staff are from the north. Dining car service on the Crescent has always been subpar for me. I can go to probably any greasy spoon in the southeast and find better service.

 

[caravanman]

Hi Folks,

This person has tried to enjoy their first railtrip, and has reported their experience.

All of us regulars are rail fans on here, and we tend to gloss over the faults and just enjoy the ride..

There is no excuse for poor service, Amtrak employees often do treat passengers as idiots, rather than fare paying

customers.

I will continue to enjoy my Amtrak train rides, but it is in spite of the customer standards, not because of them..

Eddie

 

[ALC Rail Writer]

I highly doubt your not knowing where the dining cars or bathrooms were is the crews fault. Amtrak has little posters they put on car doors "this way to the dining car" and all coaches on that consist have bathrooms, with signs on the ceiling pointing to where the nearest restroom is. The crew also makes periodic announcements from the dining and lounge car and they ALWAYS indicate where the car is in relation to the coaches and sleepers, of course your PA system may not have been working, still...

 

[Devil's Advocate]

Hi Folks, This person has tried to enjoy their first railtrip, and has reported their experience. All of us regulars are rail fans on here, and we tend to gloss over the faults and just enjoy the ride. There is no excuse for poor service, Amtrak employees often do treat passengers as idiots, rather than fare paying customers. I will continue to enjoy my Amtrak train rides, but it is in spite of the customer standards, not because of them. Eddie

Right on Eddie. Sometimes we get good service and sometimes we get lousy service. I really don't understand the folks who insist on pretending this doesn't happen or isn't relevant or those who criticize new users for not knowing everything about riding Amtrak before they board. I guess some folks just love adding insult to injury. I didn't see anything irrational about this thread; just some honest discussion about what the OP didn't appreciate about their first experience. Considering how hyper-sensitive AU members can be toward airline and airport rudeness you'd think they'd have a bit more compassion toward folks who are annoyed with Amtrak rudeness. :excl:

 

[boxcar479]

I highly doubt your not knowing where the dining cars or bathrooms were is the crews fault. Amtrak has little posters they put on car doors "this way to the dining car" and all coaches on that consist have bathrooms, with signs on the ceiling pointing to where the nearest restroom is. The crew also makes periodic announcements from the dining and lounge car and they ALWAYS indicate where the car is in relation to the coaches and sleepers, of course your PA system may not have been working, still...

Yea .... I was gonna say. The annoncements are few and far between IF you can even hear them IF the PA system is working IF they even bother to make any announcements. But it is a train you know the Restrooms and Diner are down one hall or the other <_<

 

[jis]

I once experienced boarding at an intermediate stop to find my roomette

not prepared from the previous occupant. This was not a pleasant greeting for me!! I told the

SCA I would go to breakfast while he made up the room and upon my return, nothing had been done.

I made up the room myself and at the end of the trip, I gave the SCA the same - NOTHING!!

Similar circumstance, but different experience for me. I boarded the LSL at CLE headed for New York, early in the morning. The SCA met me at the door and said to me that he is making up the roomette assigned to me which was vacated at the same station. He said that every room in the two NY sleepers were occupied so he couldn't offer me a place to sit in those cars. So he had arranged with the Diner LSA to serve me some coffee in the Diner while he got my roomette ready, and would come and get me when he had it taken care of. He took my bags to the roomette and went to work. I went to the Diner and had my coffee. Within 10 mins the SCA came back to escort me to my roomette. Needless to say he got a good tip.

 

[ALC Rail Writer]

Yea .... I was gonna say. The annoncements are few and far between IF you can even hear them IF the PA system is working IF they even bother to make any announcements. But it is a train you know the Restrooms and Diner are down one hall or the other

The announcements are made after each major stop, they usually begin telling people to review the safety instructions.

They also happen when the attendant takes a break, resumes service after a break, and before, after and during all meal times. They are anything but infrequent.

Most people just ignore announcements, then complain they're not informed.

 

[amtrakwolverine]

I think it was the SWC back in 2008 coming back from LAX. I don't remember where but the PA was not working. The female conductor who got on went downstairs and found it turned off. All the male crews were teasing her saying or it must be a wire on the outside etc etc. she went downstairs and with a flick of a switch the PA worked. Announcements are turned off around 10PM I think so someone forgot to turn it back on.

 

[Trainmans daughter]

There have been many discussions here dealing with improvements needed for passenger rail service. Thicker mattresses, better climate control, smoother rails, cleaner facilities, not running out of certain menu items, staying on schedule, etc, etc, etc.

However, the biggest problem AMTRAK has can be solved for free. Attitude adjustment costs absolutely nothing. I think we can all put up with the occasional problems if the staff is friendly, efficient, and informative. Good customer service should be a requirement for employment. If an employee can't provide good service with a good attitude, they should be fired. There are plenty of other qualified people waiting for their jobs!