Rude Amtrak employees

[TheCrescent]

Is there any Amtrak specific written rule (such as in an employee service manual) that states how passengers must board and get off sleeping cars?

In the past, I’ve been screamed at when I boarded one sleeping car but my room was in the next car (though right near the door I used), and I’ve been screamed at again and ordered to get off the train through the door in the sleeping car where my room was located.

So I figured that there must be a rule that says that sleeping car passengers must board and exit through the door on the sleeping car where their rooms are located.

But today both sleeping cars exited through one sleeping car door (that was almost in the middle of both cars). So I guess the rule doesn’t exist.

Also today, the sleeping car passengers exited, stepping onto dirt, as part of the platform had been demolished. Coach passengers, however, exited through the coach next to the lounge car, onto the remaining part of the platform. One sleeping car passenger exclaimed, “I paid hundreds of dollars to walk through dirt.” We could have easily just walked through the lounge car and exited onto the platform (perhaps the sleeping car attendant figured that we didn’t want to haul luggage through the train, but we would have had to walk the same distance to reach the parking lot).

I’m confused. The sleeping car attendant today was not rude, but I’m unclear about if there is a rule that says where to board and get off, or not.

 

[zephyr17]

AFAIK there is no rule. Generally when I've boarded, I've been asked which car and directed to it by the first sleeper attendant I've encountered, but I mostly board at major stations, Seattle, Chicago, NY Penn, Los Angeles are most frequent. At my home station of Everett, the station agent announces where sleeper and coach passengers are supposed to stand.

In any case, I generally know which car is which anyway and head towards mine.

There is nothing in the Service Standards manual about it, IIRC. Customers should never be yelled at for innocent mistakes in any industry and the Service Standards manual contains no case in which that behavior is sanctioned.

As to getting off in the dirt, in my experience at most stations with short platforms they've done a double (or even triple) spot so coaches and sleepers are spotted at the platform in turn. I'm kind of surprised that a double spot was not done in your case, in my experience they are quite routine. The cases I've seen where you do deboard onto the ballast have been fresh air stops (some not usual, because we were early and the crew decided they could open up while we held for time) where passengers actually weren't generally detraining with luggage. I recall that at Alpine, TX, and Beaumont when is was still the Beaumont Slab.

Most of my travel is on the western Superliners, though I have been on the Eastern trains quite a bit in the last few years.

 

[joelkfla]

Is there any Amtrak specific written rule (such as in an employee service manual) that states how passengers must board and get off sleeping cars?

In the past, I’ve been screamed at when I boarded one sleeping car but my room was in the next car (though right near the door I used), and I’ve been screamed at again and ordered to get off the train through the door in the sleeping car where my room was located.

So I figured that there must be a rule that says that sleeping car passengers must board and exit through the door on the sleeping car where their rooms are located.

But today both sleeping cars exited through one sleeping car door (that was almost in the middle of both cars). So I guess the rule doesn’t exist.

Also today, the sleeping car passengers exited, stepping onto dirt, as part of the platform had been demolished. Coach passengers, however, exited through the coach next to the lounge car, onto the remaining part of the platform. One sleeping car passenger exclaimed, “I paid hundreds of dollars to walk through dirt.” We could have easily just walked through the lounge car and exited onto the platform (perhaps the sleeping car attendant figured that we didn’t want to haul luggage through the train, but we would have had to walk the same distance to reach the parking lot).

I’m confused. The sleeping car attendant today was not rude, but I’m unclear about if there is a rule that says where to board and get off, or not.

This is included in the SCA duties in the SSL:

• As customers approach the car, call out the car number.
• As customers approach greet them, ask for their name, confirm their name is on the manifest and direct them to their accommodation.
  • Assist customers with luggage onto the vestibule and direct them to their accommodations.
  • Inform customers that their baggage will be brought to them upon departure. Do not leave the boarding door unattended.
  • Ensure that all carry-on baggage has identification tags attached.
• Remain on the ground until the Conductor signals the train is ready to depart.
• Late boarding customers will be allowed to board at any opening and then escorted to their car.

From the 2nd major bullet & its subordinates, one might infer that passengers are normally expected to board at the door manned by their SCA.

From the last bullet, one might infer that passengers not arriving late are expected to board at the door of their assigned car.

That being said, I generally travel with a mobility scooter, and there have been instances when my SCA has asked able-bodied passengers to board at the door of an adjacent car so as to expedite my boarding via the lift or bridge plate.

 

[Steve4031]

In my case in St. Louis the SCA did not perform any of the standards in the service guidelines. He was not at the door,. He was inside the car. He did not call out the car number. He did not ask for my name. He did not direct me to my accommodation. He did not assist with luggage. I can understand why he would not assist with the luggage because by that time I had already exchanged words with him about being required to go to a different car to board. Boarding at a different car would have only been appropriate if the train was about to depart. Obviously, this was not the case since I could see the fuel hoses hooked up to the engines, and the the SCA stating that since the train was refueling I could not board at that car.

 

[jis]

In my case in St. Louis the SCA did not perform any of the standards in the service guidelines. He was not at the door,. He was inside the car. He did not call out the car number. He did not ask for my name. He did not direct me to my accommodation. He did not assist with luggage. I can understand why he would not assist with the luggage because by that time I had already exchanged words with him about being required to go to a different car to board. Boarding at a different car would have only been appropriate if the train was about to depart. Obviously, this was not the case since I could see the fuel hoses hooked up to the engines, and the the SCA stating that since the train was refueling I could not board at that car.

That is funny! Must be a transplant from some airline, that SCA

 

[TheCrescent]

What happens to Amtrak employees who customers complain about (by contacting Amtrak by email or letter after the trip)? For example, if Steve4031 wrote Amtrak to complain about the sleeping car attendant that he described, what would Amtrak do the employee, if anything?

That is funny! Must be a transplant from some airline, that SCA

I’ve flown probably 2,750 flights in the last 25 years and no airline employee has ever tried to prevent me from boarding.

Often the employee who scans my boarding pass says some type of pleasantry and often the flight attendant who is standing there at the entrance to the plane says “welcome aboard” or something. Not sure which airline you’re referring to, but it’s not American or Delta.

 

[Steve4031]

I’ve gotten better service on airlines as a rule. I understand that the FAs are there for our safety. As on Amtrak I start off with greetings and please and thank you. I don’t go looking for trouble. I am there to enjoy the trip.

 

[jis]

I’ve flown probably 2,750 flights in the last 25 years and no airline employee has ever tried to prevent me from boarding.

My comment was merely about the SCA insisting that no one could board because the engine was being fueled. It was not meant to have any broader implications. Hence the smiley.

 

[Devil's Advocate]

Not sure which airline you’re referring to, but it’s not American or Delta.

It's not nearly as bad as Amtrak but American does have some rude and obnoxious employees. They're mainly on transoceanic flights but anywhere seniority trumps performance you'll find some bad apples. Most of my positive flying experiences involve regional affiliates with newer staff who still see us as individual passengers rather than an amorphous punching bag for every workplace grievance.

 

[travelplus]

I have had great experiences on Amtrak. They have been kind and very helpful to me. if you are polite then they will act in kind unless they are having a bad day.

 

[TheCrescent]

It's not nearly as bad as Amtrak but American does have some rude and obnoxious employees. They're mainly on transoceanic flights but anywhere seniority trumps performance you'll find some bad apples. Most of my positive flying experiences involve regional affiliates with newer staff who still see us as individual passengers rather than an amorphous punching bag for every workplace grievance.

Yes, I haven’t flown transatlantic since taking US Airways but I’ve heard similar reports.

In any event, as we both agree, airlines are generally smoother in terms of employees in customer-facing roles.

 

[crescent-zephyr]

Most of my positive flying experiences involve regional affiliates with newer staff who still see us as individual passengers rather than an amorphous punching bag for every workplace grievance.

I’m pretty new to flying (used to take Amtrak everywhere I could until a particularly rude sca on the zephyr once and the way pricing has shot up).

This actually connects some dots for me - most of my flights are on smaller regional planes and I’ve had such friendly crews. But even on the larger jets that fly from say Atlanta to LA I’ve been surprised by some pretty Amtrak level rudeness / lazyness especially on Delta.

 

[basketmaker]

Curious, does Amtrak have any kind of customer service award i.e. Employee of the Month, a special parking spot at their domicile, financial or even extra paid time off? This could be for different departments like OBS, ticket agents, baggage agents, conductors, etc.. And more importantly a way of keeping track of good deeds and praise performed by employees submitted by customers and/or supervisory/management? Or is it just the paper trail of complaints?

 

[OBS]

Curious, does Amtrak have any kind of customer service award i.e. Employee of the Month, a special parking spot at their domicile, financial or even extra paid time off? This could be for different departments like OBS, ticket agents, baggage agents, conductors, etc.. And more importantly a way of keeping track of good deeds and praise performed by employees submitted by customers and/or supervisory/management? Or is it just the paper trail of complaints?

Nothing other than the annual Presidents awards, which mostly end up going to corporate employees, other than a few awards given for customer service or to people helping in derailments, etc. You get trip to Wash DC, fancy dinner and a plaque.

 

[skylar]

It's not nearly as bad as Amtrak but American does have some rude and obnoxious employees. They're mainly on transoceanic flights but anywhere seniority trumps performance you'll find some bad apples. Most of my positive flying experiences involve regional affiliates with newer staff who still see us as individual passengers rather than an amorphous punching bag for every workplace grievance.

I got yelled at by an American flight attendant on a flight to Ireland for daring to open my window shade in the middle of the day. I always thought that one of the perks of a window seat was being able to look out the window, plus I find planes a bit confining with the windows closed. ¯\_(ツ)_/¯

I've never had a problem with any Amtrak employees, fortunately, at worst they're tired and a bit cranky after hours of delays or troublesome passengers but nothing that I couldn't understand from the circumstances.

 

[basketmaker]

Nothing other than the annual Presidents awards, which mostly end up going to corporate employees, other than a few awards given for customer service or to people helping in derailments, etc. You get trip to Wash DC, fancy dinner and a plaque.

Thanx... Seems like it is always the "suits" get the recognition. I can understand folks who go above and beyond in disasters and the like. A monthly recognition goes a long way.

 

[Mnwhitt11]

Hello all

I just completed my first trip on am Amtrak train yesterday. I traveled aboard the Crescent train from Atlanta, GA to Wilmington, DE. While overall it was a very good experience, I did encounter some rude Amtrak employees. Is this common occurrence on Amtrak? While boarding the train, one employee asked where I'd be heading and I got directed to a specific car, where I sat near the front of the car, which was fine.

During other stops, the conductor (or other Amtrak employee), would announce the stop so everyone could clearly hear on the train, even near the front of the car where I was sitting, because it was hard to hear the usual arrival announcements. When we arrived in Wilmington, I couldn't make out the usual announcement over the PA and the conductor did not repeat that we had arrived in Wilmington. I almost missed my stop and I guess the conductor was not pleased that he had to direct me all the way to the back of the train so I that could step off the train. I was not rude, I simply told him that you can not hear the announcement clearly from where I was sitting and that they should somehow fix the problem, so more people don't miss their stops, but it seemed like he didn't care...

Has anyone else had this kind of problem before? Just curious. I'm very unsure if I will be taking Amtrak again in the future. As stated before this was my first Amtrak trip and am not sure if my situation is experienced by more passengers.

I’m currently on my first trip on the Texas Eagle with my wife and two sons. We thought it would be fun to take the train to see our family in San Antonio.

NEVER AGAIN! The car stinks and the employees, other than a couple, are either rude or simply inattentive. This is why I fly or drive. What could have been a pleasurable experience has been one long excursion that I can’t wait to end.

 

[RRrich]

In the past I took several land cruises on Amtrak. I was thinking of doing another one...then I read this Post. I fear it will be a while before I ride Amtrak again.

 

[zephyr17]

In the past I took several land cruises on Amtrak. I was thinking of doing another one...then I read this Post. I fear it will be a while before I ride Amtrak again.

Take VIA.

 

[user 14106]

In the past I took several land cruises on Amtrak. I was thinking of doing another one...then I read this Post. I fear it will be a while before I ride Amtrak again.

It’s still perfectly possible to have a great Amtrak trip. I’m not sure if I’d recommend the Texas eagle at the moment for a land cruise but the starlight and the two night routes are fine for a leisurely trip. I travel frequently and have taken multiple recent trips and all have been fine to great. As always with Amtrak the issue is more about consistency. But there are still great crews out there and there’s still lots of positives and some positive change on the horizon. They’ve made a number of improvements in the food department as well.

 

[user 14106]

It’s still perfectly possible to have a great Amtrak trip. I’m not sure if I’d recommend the Texas eagle at the moment for a land cruise but the starlight and the two night routes are fine for a leisurely trip. I travel frequently and have taken multiple recent trips and all have been fine to great. As always with Amtrak the issue is more about consistency. But there are still great crews out there and there’s still lots of positives and some positive change on the horizon. They’ve made a number of improvements in the food department as well.

I’d also say the Lake Shore, Auto Train, and Silvers are decent too but not really much scenery for land cruise.

 

[MARC Rider]

I’d also say the Lake Shore, Auto Train, and Silvers are decent too but not really much scenery for land cruise.

Are you kidding (about the Lake Shore, at least)? The run up the Hudson is one of the classic scenic rides on the continent. Too bad they cat fit a dome car into Penn Station.

In fact, there's an outfit that running one day excursions in private cars (old 20th Century Ltd. requirement) between New York and Albany.

 

[pennyk]

MODERATOR NOTE: Please keep your posts on the topic of Amtrak Rude Employees. Off topic posts may be deleted or moved.

Thank you for your understanding, cooperation and participation.

 

[TheCrescent]

if you are polite then they will act in kind unless they are having a bad day.

I saw two passengers on the Acela Express who got lectured by an employee, although the passengers were perfectly polite:

One boarded the first class car by entering through the kitchen area from another car. The Amtrak employee stopped her, told her that she wasn’t allowed to enter that way, and actually made her get off the train and enter through the first class car door.

Another said to the same employee, who was walking by (while taking drink orders), “Sir, may I please have a Sam Adams?” The employee stopped and lectured him: “You have to wait your turn. I have other passengers on this train too.”

Then I heard the Amtrak employee say to another employee, “I know that I come across harshly but these people have to stay in their place.”

Unreal.

 

[Bonser]

I saw two passengers on the Acela Express who got lectured by an employee, although the passengers were perfectly polite:

One boarded the first class car by entering through the kitchen area from another car. The Amtrak employee stopped her, told her that she wasn’t allowed to enter that way, and actually made her get off the train and enter through the first class car door.

Another said to the same employee, who was walking by (while taking drink orders), “Sir, may I please have a Sam Adams?” The employee stopped and lectured him: “You have to wait your turn. I have other passengers on this train too.”

Then I heard the Amtrak employee say to another employee, “I know that I come across harshly but these people have to stay in their place.”

Unreal.

Asking a server to take your order while they are taking another one is rude and selfish.