Unhappy with Amtrak

[cross country traveler]

We recently took the Zephyr from CA to ILL. and then the Texas Eagle to TX. It was expensive (I have looked forward to this trip for many years, so was willing),more importantly, the sleeping car and dining room SERVICE WAS HOSTILE and it slowly became clear their intent was to make us miserable. It is no wonder AMTAK is in financial difficulty. I will never train again nor will I advise any one to do more that a day trip. We were newcomers who felt like we were intruding on staff's sleeping, reading, hanging with fellow employees, and Iphone recreation. Examples: As we were allowed off for fresh air breaks every few hours, they would call all aboard, we would walk toward the closest open door, the attendant seeing us approach would pull in the little yellow stool, point us to the next open door, only for this joke to be repeated until the whistle blows and we have to run to make the train, Fun? Hardly. The communal bathrooms were cleaned, When?. The toothpaste in the sink in the morning was still there in the evening. You know the "urban myth" about servers spitting in your food?, I have never felt that might be true, until now. The hostility from the dining car servers aboard the Texas Eagle changes this from fiction to a distinct possibily or probablity. The United States in fabulously beautiful, the train seeems ideal was to travel over it, but NEVER again, due to the level of hostility on the train toward passengers. Have you read "The Help"? Don't bother, ride the AMTRAK.

 

[the_traveler]

First, this site is in no way affiated with Amtrak. I urge you to call 1-800-USA-RAIL then ask for an agent then ask to be connected to Customer Service. Explain to them your concerns. I also urge you to give Amtrak another try!

Yes, it's true that you only have one chance to make a first impression, and your impression was not great. However almost all of us on this forum have had as bad, or a worse, experience than you had, but we still ride Amtrak.

 

[user 1215]

Well, I'm very sorry for your poor experience. I have ridden Amtrak over 12,000 miles and have had some bad service but overall it has not been to the point where I would never ride again.

I wish you found this non-Amtrak affiliated forum before your travels. We are a very helpful, albeit from all over the political and social spectrum, group of individuals who would love for more people to ride the train to encourage Congress to continue its funding.

One of the biggest issues with Amtrak is its inability to provide consistent, excellent service. This forum helps provide the level of expectations required to enjoy a cross country trip. Unfortunately, folks who don't have a realistic expectation of Amtrak expect superior service and are ultimately disappointed. I'm not saying it's a bad expectation to have, it just is not realistic today.

I'm not going to pick at your complaints. I find them to be certainly plausible and I wasn't on board with you so it would be pointless to argue the merits of your dissatisfaction. I certainly encourage you to send a letter to Mr. Boardman and to call 1-800-USA-RAIL and to provide names of crew members who were particularly of disservice to Amtrak. It would help your credibility if you have some positive things to say about your trip.

All in all, rail travel can be an enjoyable experience. With the proper level of expectation set, and with a general understanding of the limitiations within Amtrak operates, I hope you have the opportunity to enjoy a future journey.

 

[MiRider]

Wow.

I can't imagine that the entire staff was hostile and horrible on two separate trains.

Not that I know any facts concerning the OP's complaints but I will have to say that sometimes you get back what you give.

The last line about 'The Help' is interesting to me as it was a rude, horrible, racist white woman that got what she deserved from an uppity - and I say that with deep, heavy sarcasm - maid, who happened to be a woman of color.

 

[TimePeace]

Wow.

I can't imagine that the entire staff was hostile and horrible on two separate trains.

Not that I know any facts concerning the OP's complaints but I will have to say that sometimes you get back what you give.

The last line about 'The Help' is interesting to me as it was a rude, horrible, racist white woman that got what she deserved from an uppity - and I say that with deep, heavy sarcasm - maid, who happened to be a woman of color.

Yes. I recently read that book and could not make the connection at all to the OP's bad travel experience. Oh well.

 

[Swadian Hardcore]

I have ridden many modes of transpost with many companies before. Sure, bad stuff happens with many modes, but I will not totally lock out travel on any of those companies as long as they get me there safely.

 

[Guest]

I have ridden many modes of transpost with many companies before. Sure, bad stuff happens with many modes, but I will not totally lock out travel on any of those companies as long as they get me there safely.

If all you want to do is get there safely then you might as well just fly. It is usually cheaper and faster. For most people the main argument for Amtrak is enjoying the journey.

 

[Devil's Advocate]

Sorry you had a bad trip. Maybe you'll come back or maybe you won't. In any case I'm still glad you came here to express your views. Having as many data points as possible helps us see Amtrak for what it really is instead of just what we want it to be or don't want it to be. As for me, I think the airline staff can be every bit as bad as Amtrak, but at least you generally only have to bother with them for a few hours at a time before you've arrived and can focus on more interesting pursuits. International itineraries can stretch into a second day in some cases, but even in those cases I can usually stagger my flights so I have time to get out of the plane and go for a walk or have some food do some shopping or something before the next crew comes aboard. With Amtrak you are stuck with the same people for days on end. As a result their attitude can end up playing a surprisingly important role in how much you enjoy your trip. I have no knowledge as to what the book or movie has to do with any of this. Hopefully it's not any sort of racist or bigoted trash talking you're dumping on us.

 

[rusty spike]

I can only imagine the disappointment you must feel at having a bad experience on your first Amtrak trip. I haven't ridden Amtrak all that much but I have completed 2 trips in the last 6 months- -the most recent one involving 4 trains (2 in coach and 2 in sleepers) for a total of over 3300 miles, and I can say I encountered attendants both eager to please Amtrak's customers and those that are just there to do their job. But I don't have great expectations for Amtrak; after all this is not Carnival Cruise Lines or even the Orent Express. Amtrak certainly has it challenges and work cut out for it to improve it consistency of good customer service. Anyone riding Amtrak, or patronizing any mode of transporttaion for that matter should make notes of lousy, rude, inhumane or other innappropriate behavior by the employee. They all wear name badges, and I make it obvious that I am making a mental note of their name in case I need it later on to pass on for either very good service or very bad service. As posted elsewhere, I would contact Amtrak Customer Service and make your feelings known. Hope you give Amtrak another try someday.

 

[Bob Dylan]

I have no doubt the OP might have run into a Lazy or Rude or even Surly OBS or two, most of us have , but this is not limited to Amtrak, people are people no matter what they do or where they work! My concern is with the the reference to "The Help", I question, like the other poster, if there just might be an Expectation or Different Outlook on the part of the OP that contributed to the bad experiences? If the Diner Staff on the Texas Eagle included Miss Polly, or the Usual Suspects in the CHI Metro Lounge, I understand the concern, but as was said, surely not All of the OBS on Two LD Trains was like this! Hyperbole seems in order here or else an Attitude that might need an adjustment :unsure: !

 

[MiRider]

People!

Read the OP's post.

She/he feels that the only intent of the staff was to make her/him MISERABLE?!?!?!, personally I believe it's a her that feels entitled and is better than anyone not as white as she/he is.

There is absolutely NO WAY that the entire staff of TWO trains was rude and HOSTILE!

And, seriously, pulling up the step as they were getting ready to board.... give me a break!

I give this person no apologies that the servants on Amtrak didn't kowtow to them enough.

Do all of us a favor and never take a train again.

 

[Donctor]

People!

Read the OP's post.

She/he feels that the only intent of the staff was to make her/him MISERABLE?!?!?!, personally I believe it's a her that feels entitled and is better than anyone not as white as she/he is.

There is absolutely NO WAY that the entire staff of TWO trains was rude and HOSTILE!

And, seriously, pulling up the step as they were getting ready to board.... give me a break!

I give this person no apologies that the servants on Amtrak didn't kowtow to them enough.

Do all of us a favor and never take a train again.

Terrible staff on the Zephyr? The LD train with the least consistent service quality? Yeah, I believe it.

Abysmal staff on the Eagle? I believe it. After a roundtrip CHI-DAL two summers ago, I will never recommend the Eagle to others. The service was so unbelievably bad, and the train so unbelievably dirty, that I ended up convincing a friend to fly to Texas instead of taking 21.

There is a reason that the Chicago crew base has a bad reputation.

I'm not saying I think the OP encountered only terrible employees. But s••••y service on the Zephyr and Eagle? I absolutely believe it.

 

[tonys96]

True, there can be "bad" service on any train at any time. I have seen it. I have also seen superior service and friendliness on trains too.

I have never ridden the CZ, but frequent portions of the TE regularly, and have yet to encounter "terrible" service. I have encountered lackadasical, uninterested service, but not hostile.

I cannot dare to question the OP, sincce I was not there, but I have noticed that in all aspects of life, I generally get back what I give. Should the OP never return to Amtrak, well, that is what it is. :huh:

 

[the_traveler]

I have to disagree with you! I've had plenty of good service on both of those trains. One trip does not mean the other 364 that year will be the same!

 

[Donctor]

I have to disagree with you! I've had plenty of good service on both of those trains. One trip does not mean the other 364 that year will be the same!

Right. But the fact that you've had plenty of good service does not mean that the service is always good.

I don't doubt that most people experience good crews on their trips. I also don't doubt that occasionally a passenger will encounter two godawful crews in a row. It happens.

 

[jis]

Frankly, I can never quite figure out which of these one shot messages are real and which are just troll.

 

[Guest]

I have to disagree with you! I've had plenty of good service on both of those trains. One trip does not mean the other 364 that year will be the same!

Foamers have much lower standards and can't see the reality that normal passengers see.

 

[MrFSS]

Frankly, I can never quite figure out which of these one shot messages are real and which are just troll.

I agree, Jis, the OP probably will never come back and even look at all these messages. I was reluctant to even approve the original post to begin with, but I enjoy the aftermath too much.

 

[jis]

Frankly, I can never quite figure out which of these one shot messages are real and which are just troll.

I agree, Jis, the OP probably will never come back and even look at all these messages. I was reluctant to even approve the original post to begin with, but I enjoy the aftermath too much.

And as we can see above, sometimes potential trolls breed further trolls

 

[Ryan]

I have to disagree with you! I've had plenty of good service on both of those trains. One trip does not mean the other 364 that year will be the same!

Foamers have much lower standards and can't see the reality that normal passengers see.

Thank you for your valuable contribution to the thread, it was really enlightening.

 

[Ziv]

This is an interesting thread, because we all know Amtrak can have service issues. I have ridden Amtrak from DC to SEA recently and then DC to NO to LA to Portland to WGL to CHI and back to DC. I have been 10 hours late and still make the destination on time. I have seen two smokers get left behind, apparently intentionally on the Coastal Starlight and I have seen surly wait staff. But I have chatted with quite a few attendants and had a good time shooting the breeze with them.

Could the OP have had the steps taken up by more than one attendant? I guess so, but I have a feeling that there is more to the tale. But poor service begets hostility, which begets even worse service.

But it is not the job of the guests to build a positive atmosphere. Amtrak should have some form of accountability for poor service, but as a union shop, I don't see how they can. My father was the shop steward of his UTU local when I was young and I couldn't have imagined him allowing management to do more than slap the wrist of one of his men for being rude, unfortunately. (Though he was a BN brakeman, and later a conductor on freight trains, NOT Amtrak, I would imagine the union would think the same way)

 

[jis]

This is an interesting thread, because we all know Amtrak can have service issues. I have ridden Amtrak from DC to SEA recently and then DC to NO to LA to Portland to WGL to CHI and back to DC. I have been 10 hours late and still make the destination on time. I have seen two smokers get left behind, apparently intentionally on the Coastal Starlight and I have seen surly wait staff. But I have chatted with quite a few attendants and had a good time shooting the breeze with them.

Could the OP have had the steps taken up by more than one attendant? I guess so, but I have a feeling that there is more to the tale. But poor service begets hostility, which begets even worse service.

But it is not the job of the guests to build a positive atmosphere. Amtrak should have some form of accountability for poor service, but as a union shop, I don't see how they can. My father was the shop steward of his UTU local when I was young and I couldn't have imagined him allowing management to do more than slap the wrist of one of his men for being rude, unfortunately. (Though he was a BN brakeman, and later a conductor on freight trains, NOT Amtrak, I would imagine the union would think the same way)

And yet Southwest Airlines is unionized too. So just being unionized is no explanation for anything.

 

[Ziv]

Point taken.

This is an interesting thread, because we all know Amtrak can have service issues. I have ridden Amtrak from DC to SEA recently and then DC to NO to LA to Portland to WGL to CHI and back to DC. I have been 10 hours late and still make the destination on time. I have seen two smokers get left behind, apparently intentionally on the Coastal Starlight and I have seen surly wait staff. But I have chatted with quite a few attendants and had a good time shooting the breeze with them.

Could the OP have had the steps taken up by more than one attendant? I guess so, but I have a feeling that there is more to the tale. But poor service begets hostility, which begets even worse service.

But it is not the job of the guests to build a positive atmosphere. Amtrak should have some form of accountability for poor service, but as a union shop, I don't see how they can. My father was the shop steward of his UTU local when I was young and I couldn't have imagined him allowing management to do more than slap the wrist of one of his men for being rude, unfortunately. (Though he was a BN brakeman, and later a conductor on freight trains, NOT Amtrak, I would imagine the union would think the same way)

And yet Southwest Airlines is unionized too. So just being unionized is no explanation for anything.

 

[Peter KG6LSE]

While south west is unionized , they have more competition too.

In the airline Biz. you have far more choices .

You can refuse to fly a particular airline and not have it totally Ruin your travels .

Itt's not Like I can still travel on rail If I refuse to take amtrak

How does this apply ?

Simple . People will take any kind of poor service If it's the only way ..

EG OTM..... ( in fact VERY good station master there .)

but in Ottumwa you have the train. Or the bus.... 2 company’s have a market there.

.

 

[lthanlon]

People are people. Sometimes they're having a great day and it shows -- and sometimes they're having a bad day and it shows. I do my best to nuance my response and avoid having a bad situation ruin my vacation. I've enjoyed all of my Amtrak trips, even those with an occasional grouch on the crew.

This is no defense for rudeness, but I've seen what Amtrak crews and airline personnel are obliged to tolerate from my fellow passengers. I sure couldn't do these jobs for more than an hour or two without pulling my hair out.