Trip Reports - My First Amtrak Acela Trip (12/15/2000)

We have been long awaiting the launch of Amtrak's new Acela service in the northeast corredoor between BOS-NYC-WAS. Finally, the service is set to launch revenue service on Monday December 11th, and tickets went on sale this week.

This afternoon I visited the Amtrak web site, signed up for the Amtrak Guest Rewards Program, and booked my reservation for BOS-NYC for Friday 12/15/2000 on train 2175 which departs south Station in BOS at 5:12PM. I had originally tried to book 12/11, the launch date, but first class appeared to be full.

Amtrak calls first class an "accommodation." In other words, an upgrade is synonymous with an "accommodation," though you must pay for the latter. The one way fare between BOS-NYC is $120, and the upgrade added $67 making the total $187.

You can view www.acela.com (http://www.acela.com)
for more details about the new service. But if you don't want to click over to Amtrak, the trains are said to have a locomotive at each end, 1 frist class car, 4 business class cars, and 1 cafe car.

First class has a 1x2 configuration, with meal/beverage service, hot twoels, etc. Both business and first are advertised to have a seat pitch of 42 inches.

So I booked my reservation, but could not find a place to enter my newly created Amtrak Guest Rewards number. I called Guest Rewards, and they took all my information, saying they would enter it in when their computers came back up. The friendly CSR told me that Amtrak was planning too, but had not yet, added the ability to enter your frequent rider number on its web site. I will earn a 500 point enrollment bonus, plus 750 points for the first class Acela trip.

So with my confirmation number from the Amtrak web site, and the credit card I sued, I went over to South Station. I insertted my credit card into the Quick Track self-service machine, and after a few keystrokes, a ticket printed out that much resembles an airline ticket.

So I have my ticket, and before I go on the trip I want to find out:
*Where the first class Amtrak lounge is in BOS; and
*Whether Amtrak (before revenue launch) is offering tours or other presentations about the service.....web site says they are.

More to come...

Amtrak offers "Metropolitan Lounges" throughout the system. These are open to First Class customers on Metroliner/Acela Express, Sleeper customer on intercity trains, and special "VIP" cardholders (you can't buy in, must be given from within Amtrak).

Locations as of early 2000:
--New York/Penn Sta.
--Phila./30th Str. Sta.
--Wash., D.C./Union Sta.
--Chicago/Union Sta.
--Portland, OR

Boston/South Sta. was expected to open one, but I don't know if they have yet or not. The latest Amtrak Northeast timetable will have details, or 800.USA.RAIL.

By the way, are you traveling from South Sta. or Back Bay Sta.? (Back Bay is "BBY" but same price/terminus as South Sta, and the newly reopened Rte 128. You can buy a ticket for Boston and board/detrain at any of the three stations)

Just hopped over to www.acela.com (http://www.acela.com) and it shows that Boston/South Sta. has a Metropolitan Lounge.

looking forward to the actual trip...I've been waiting to be a big Acela fan!

Changed my date of travel to Tuesday 12/12. A friend of mine is going to join me. I called to change my reservation (you cannot make changes on the web site). I needed to change my reservation to 12/12, and also book a separate reservation for my friend, and book seats together. The rep had to put me on hold several times to do this, and there were long waits on hold. First she gave us seats one behind another, before I asked for seats together, and then after a very extended hold, she got us seats 6C and 6A (I think). She did appologize for the long hold times, saying that they are using new computer entries/systems in booking the Acela Express trains. On the way in to work this morning, I brought my ticket into South Station, and an agent at the window quickly reprinted it to reflect the new date/seat assignment. The process seemed quicker than re-issuing an airline ticket, although apparently they cannot just sticker a train ticket. Will they ever have e-tickets on the train? I asked the agent about the lougne, and he said it was upstairs in south station, and directed me to the near-by information desk to find out its exact location. Have decided to stay in NYC on the night of the 12th, and then I think I will fly back on the DL Shuttle 737-800 have not yet flown on that equipment. Thinking of the Mellenium Broadway, one of the W's maybe the new one, etc.

Very int'd in your trip, Jetsetter. I continue to use the US shuttle instead of the train because I love airplanes more than trains but I'm eager to find out more.

I've stayed at the Millennium Broadway several times, and it is a great hotel with a great location, tucked right beside Times Square (great location for tourists that is!). The Millennium Club, their club level, is generally a small surcharge (I don't think they have a frequency program that will upgrade you) and has a nice lounge with big windows and free drinks, breakfast, and light snacks throughout the day.

Rooms are decently sized for New York.

Regular guests can pay for a buffet breakfast if it doesn't come with your rate, and the general buffet is also fabulous, especially the fresh fruit selection!

Regarding Amtrak, so they are now assigning specific seats in First Class? Previously, you could get a "reserved" seat (Business Class on Regional trains and all MetroLiner seats), but you didn't get a actual number. Rather you were guaranteed a seat aboard the train. They only sold as many tickets as there were seats (but couldn't accomodate for no-shows since you don't check in).

Regarding e-tickets, they kinda sorta have it now. You can make your reservation over the phone at 800.USA.RAIL or http://www.amtrak.com and reserve your ticket. Then on day of departure, when arriving at the station, pick up your "boarding pass" (ticket) at the eTrak machines or ticket window. If you do pick up your ticket in advanced, you needn't do anything but board when you arrive for departure.

Was there any specific required reason you obtained your ticket in advance, or was it just for your own peace of mind?

UPDATE: Yet another date change! My friend now wants to go on 12/14, so that he can continue to visit others in PHL, and have the entire weekend away, wtc. Due to days off from work, etc. I had reserved the $350 Hilton Times Square, but it was a "value rate," which officially cannot be changed, refunded, etc. Called the 800 number, and despite being Gold, I was told the $350 rate was completely nonrefundable and nonchangeable. I wanted to tell the agent that $350 was no $29 special, and that they should just change it for me. I think the fully changeable rate is $400, so its not even much of a discount. I will call the hotel itself to see if they are able to do anything for me......and if not will go on original date of Tues. 12/12. Also would need to see if F class is avail on Thu. 12/14, but the change to the Amtrak tkt will not involve a fee, etc. Starting a trip report this early really seems to have brought about a lot of adjustments from the original plan.

I got the Amtrak ticket early just to see what it looked like, to see how the ticket machine worked, etc. In short, curiosity about how they do things, etc.

I did check the Millenium Broadway, but it was sold out. By the way, Hilton Times Square says they have no club level yet, but they will upgrade/provide free breakfast.

Update should be posted on Monday 12/04 re success or failure in hotel changes, etc.

Just called the Hilton Times square, and it seems by default they automatically transfer you to central reservations (rather than a local rep). So I called back, and asked to speak to the local Honors manager (that new position each property should now have). I was transferred now to the internal reservations department, gave them my name, asked if I could change from 12/12 to 12/14, and the change was done in less than one second without so much as any hesitation. In fact, they said something like, is that all you need to do, change the date? Now thats service! Compare that to the "oh, no, there's nothing we can do," which I got from central reservations. I've always had a theory, that keeps proving itself, that you are better off dealing with local people with airlines, hotels, etc. in most cases. Now off to change the Amtrak tickets, first was shwoing available, and since I got my paper ticket I'll need to bring it to a counter for a 2nd exchange. In retrospect, in the future, it is probably easier to pick up your tickets on day of departure, so you don't have to exchange them for each date change, but one's first trip is different.

I called Amtrak, and changed the date on both reservations to 12/14. This was done quickly, but once again, reserving seat assignments was more difficult. The rep put me on hold for at least 8 to 10 minutes, and then said that they would have to call me back regarding getting seat assignments. Just as I thought they had forgotten about me (about twenty minutes later), the rep did call me back, saying they had found an aisle/window together, and reserved them. The rep was pleasant, it just sounds like either software changes or additional training is needed as far as the F class seat assignments. The rep also told me that my Amtrak Guest Rewards number WAS NOT in my record, even though the service center told me they would add it. This rep added my number, I went to exchange the ticket, and my new ticket shows both the confirmed seat assignment as well as my Amtrak Guest number. So, hopefully, no more major changes to these plans.

it always seems to me, Jetsetter, that Amtrak is back in the computer stone age...

As my trip draws nearer, Acela has launched as expected on Monday Dec. 11th. However, on Tuesday the Acela train had to be taken out of service at Union Station due to a mechanical problem. See: http://www.bostonherald.com/news/local_regional/acela12132000.htm
However, by Tuesday evening, Acela was back on track (pardon the pun).

I also sspoke to Amtrak yesterday, to find out more about the meal service. Apparently, meals are done on a rotating basis, and one can call 800-USArail to find out what will be on the menu for a given train. The helpful representative was able to look up both the first class (served at one's seat), and business class (offered in the cafe) menu, and read both of thesee over the phone. Both classes had about 3 meal choices. The cafe car also appears to have a number of standard items which probably are offered regularly. As the meal for first class is included in the ticket price, I wondered if one could elect to have the meal in the cafe car rather than at the seat. Also wondering if all drinks are free in first class, and if the cafe car takes credit cards.

Looking forward to Thursday, just about 25 hours to go. So, am I still going to be the first Flyertalker to review the train, or has anyone beaten me to the task all week?

Originally posted by richard:
it always seems to me, Jetsetter, that Amtrak is back in the computer stone age...

And thank goodness for that. I have been able several times to use AS miles for award travel and earn miles for those same trips. An Amtrak employee tipped me off that their two systems don't yet "speak" to each other.

I arrived at BOS's South Station eearlier than I needed too, about 4:15PM, so that I could check out the Metropolitan Lounge (Amtraks version of an airline club). The lounge is located on the left hand side (as you walk from the front entrance of the station) in between the Amtrak information desk, and ticket offices. There is a door with a buzzer, which leads to steps up to the 2nd floor lounge. Upon entering, the representative checked passengers tickets. As it turns out, any Acela pax (first or business) may use the lounge. The front desk has the ability to exchange tickets (as long as there is no change in fare), and the lounge has a Quick Track machine which can be used to buy tickets by credit card. The area near the desk also had soft drinks, but no snacks or alcoholic beverages. I asked the representative about this, and he said that a bar service was among guests top requests. He indicated Amtrak was considering having bar service in the lounge. He also indicated the Metropolitan Lounges offered snacks in the past, but that people stocked up on them, so apparently none of the lounges now have snacks. The entrance area also has a conference room and restrooms.

The lounge also has a seating area located above the reception area. This had comfortable seats, telephones, etc. The rep indicated that a television was being installed, and that the BOS lounge just opened this week to coincide with the Acela launch.

Persons in the lounge are invited to board the Acela prior to an announcement being made in the station itself below. The representative seemed to be called by radio, indicating that we could board. Even though it was about 4:40PM (thirty + minutes to spare) many lounge goers proceeded to board at that time. I went over to Clarke's, a bar just inside the station, and met my friend who I was traveling with. He said he was pleased he had not checked out the lounge, due to the lack of bar service. I had a Sam Adams draft, and then at about 5:05PM we headed out to the train which was at track 9.

There was a conducter at the beginning of the track, apparently checking that passengers had appropriately dated tickets. My ticket was in my bag, and the conducter said so long as it was for todays date, we could go ahead without getting it out. Kind of like going through security without showing your boarding pass, in the days when they airlines did that. The first class car was the first on the track, from the vantage point of the station, and we proceeded to seats 16D (aisle) and 16F (window).

It struck me that the over-head bins were a bit small. I mean, I got everything in, but perhaps I was hoping for the 777 style of over-head bin.

The seat was reasonably comfortable, but nothing to write home about. It did have a mesh pocket in front where you could store small items, much like an airplane. It also had a larger than normal tray, a foot rest, two electrical outlets (on window side), and a headset jack with three audio channels.

The seat was reasonably comfortable in

terms of leg room (kind of like domestic first class or the DL/US shuttle). However, when the foot rest was folded out, you had significantly less leg room. I thought the foot rest would be like that in first on an airplane, .g. it folds out from the front of your seat. But instead it was a metal contraption that folds down from the seat in front of you. The seat also reclined only a little bit, kind of like coach on an airplane, but this may have been becausw we were in the last row. Again, the seat was comfortable without the foot rest, and offered plenty of leg room. The single arm rest in the middle was a bit small, but ok. Also, note, some seats are in a 1x2 configuration. The audio channel had one operating selection which seemed to be a recorded version of CNN.

Shortly after departure, the crew offered drink service, beer, wine, and mixed drinks. With the first drinks, we were also served warm nuts (and the nuts were really really warm) for those nut coneseurs. The nuts were served in a glass dish, again, very much like international first class.

Next, we were offered salads. The salad was good overall.

Next, a choice of three dinner selections. Chicken, stake, or a pasta with shrimp. I chose the stake which was served with a croissant, mashed potatoes, esparigas, etc. The food was quite good, again similar to or better than domestic first class. The main courses were served on a tray much like on a plane, and the main dish was in one of those very small airline like plates.

We were seated very close to the galley, right behind us, and the conducters were still training each other on how to serve the meals, etc. It seemed like a real production, e.g. getting about 44 first class customers their meals. I mean, everyone seemed to get a meal, but it seemed to be a lot of work for them, just a production to get 40 + meals out, picked up, etc.

Right after the main course, we ventured back to the cafe car. I just had to try the draft beer on the train, a feature unique to Acela. The cafe was located in between 4 business class cars. In walking thorugh business class, it seemed a lot quieter, but that was probably because we were seated next to the first class galley.

The cafe car was a pub like style, and my friend who has ridden Amtrak before, was very impressed. There was a counter in the middle, and seats/stools around the car. They had about three draft beers, sandwiches, snacks, etc. One of the conducters asked us "aren't you in first class," and then directed them not to charge us for anything from the cafe car. I'm not sure if this is normal operating practice, but they seemed to write down everything we had. The cafe car was actually quite lively, with many people socializing in it.

The ride itself was generally smooth, and in first class, the key noise you would hear was the ventilation system. E.g. no noticable sound from the electric engines.

The train arrived in Penn Station just about on time, and we proceeded to the Times Square Hilton ($5 cab ride).

Checked in, and asked about an upgrade. As gold, I was told I was upgraded to a higher floor, 37 out of 44. I question what an upgrade this is, yet the hotel does not have an HH level, etc. Also asked if I could get something else, e.g. free drinks, instead of the breakfast coupons because we planned to have an authentic breakfast in a NYC delli. No, was the answer, only the breakfast coupons could be offered. Again, for $350 a night, I expect a very high level of customer service, flexibility, etc. The desk agent was also not aware of whether the breakfast certs could be used by room service.

Room was ok, very new as the hotel just opened. The mini bar was one of those electronic units, that automatically records what you take out. I think this limits the selection of itmes they can offer. Also did use the high speed internet access, and it worked. We used the bar downstairs, and it was pretty good. The bill came out to $498, and again while no one thing was really bad, for $498 for one night I expect it to be a really good memorable hotel. I felt I got a value of about $275 for the services received. Oh yes, $1.50 local phone calls.....what a bargain? But people put up with it, so the hotels will do it.

Decided to fly back, and hung around with my friend at Penn Station. I bought a tkt from Penn Station to LGA, and we went to Hulahan's for a few beers. He was going on the 9PM Acela from NYP-PHL. I went outside around 8:30PM, only to find out the last bus left at 8PM, so took a cab to LGA. $29 for the one-way. Got to LGA at 9:22, and decided to go to US rather than DL shuttle. Boy, I should have gone for the DL.

Got to the front ticket counter to check in for the 10:00PM to BOS. I was told the computers were down, to just go to the gate, take any seat, and just present my ticket upon boarding. Sounded ok to me, so headed out to gate 19.

Then it started, an announcement that the flight was delayed to 10:30PM. Then 11:30PM. Then 12:30AM, then 1:30AM, and it did not board until 2:00AM. Thats right, 2:00AM.

Right around 11, when I figured it was going to be "one of those nights," I went up to the centr5al check in desk to try to get a hotel voucher out of the deal,k rather than having to wait for hours in the terminal. I got a male agent, and he said that because I was not connecting, US would not provide hotel accommodations. He further said that, if they were to provide hotel accommodations, I would have to wait until the flight cancelled. I told him that, indeed, I had received hotel vouchers on many occasions at a non connection destination, and due to weather, etc. He said that he was a supervisor, and that if the flight cancelled, he would see what he could do, and talk to his "manager." Again, the delay was because the equi9pment for the LGA-BOS flight was in BOS, and could not take off because computers were down, and they could not get pre-departure paperwork.

Then the computers came up at around 11:50PM. The agents were suddenly in a rush to check in everyone, and they said after midnight they would not be able to check anyone else in for the flight. Also after midnight, a gentlemen went up to get a refund on a credit card ticket, and it took several agents to issue the refund. I was seated right next to the check in desk, so I could listen to any goings on.

So the flight boarded at around 2:00AM, and showed an out at 2:13AM, and an IN at BOS at 3:04AM. Upon arrival in BOS, I headed straight to baggage service, where upon asking, I was instantly provided with a taxi voucher to get home (a $25 or so value). You just go and say "Hello, I arrived late on US6832, and missed my scheduled ground transportation," in my case the subway which shuts down at approx 1AM. However, I did not see anyone else try to get cab vouchers. I spoke to the cab driver about this, and he said that only seasoned travelers who "know whats going on," know enough to ask for such things, and we agreed that the airlines are not going to provide anything if you don't ask for it.

Also fyi US did set up beverages and shuttle snacks in the gate area in LGA.

So an interesting, though tiring, trip. I would take the Acela again, as long as the schedule worked out (right now they run 1 trip daily). The key advantage is the down town location of the train stations, etc. However, at $240 round-trip for business class, especially for weekend travel, you could find a better bargain on the US/DL shuttle (even taking ground transportation into account). I mean, all summer, they offered $100 round-trip fares on the shuttles. By the way, the first class meal service took up much of the trip, so if you wanted to work, you might just want to go business class. Also the space in between the seats did not seem to be stable enough to put a drink on it, like in an airplane. I would give the Acela a B/B+. Hilton Times Square a B/B-. US's handling of its delay a C/C-...providing hotel accommodations would have brought them to an A+. As in, "Ladies and gentlemen, we really do not know when or if this flight will take off. It could take off at 11:00, or you could sit in this terminal until 4:30AM and then it might cancel. We will provide hotel accommodations if you would prefer to fly on Saturday morning, and if you do not need hotel accommodations we'll provide you with a $150 US travel voucher." Am I dreaming? Well I read in another report about $400 plus hotels being offered on a delayed intl flight?

Nice report jetsetter! http://www.flyertalk.com/forum/smile.gif

Incidentally, I was at the Empire 25 AMC Movie Theater just next door to the Hilton Times Square on Saturday night! I actually cut through the lower level (beneath the lobby) after the show on my way home! http://www.flyertalk.com/forum/wink.gif

As I approached, the gentleman entered the elevator and pushed the button for me and motioned for me to please go on ahead in. I said thanks as I proceeded on out the door on the other side toward downtown. Good service though! http://www.flyertalk.com/forum/biggrin.gif

Great report! Sounds like from your experience with US, the Amtrak Acela has a shot at taking some real business away from the airline shuttles.

I will be trying the Acela on Thursday from Back Bay to Penn. I'll post here how my travel goes.

It sounds like Amtrak made the same mistakes that they did with the California Cars...useless entertainment system and "DC-9" size overhead bins.

Amtrak claims that the new seats have a 42 inch pitch, which is better than most First Class cabins, actually. I would think they could have installed a real legrest, instead of just a footrest.

I don't get why they would install audio and skip TV screens. The Amtrak Cascades (YVR-SEA-PDX) have TV screens with a "railshow" feature. It shows you where the train is in its route, what stations/sites are coming up and then the screens show a movie for the balance of the journey. But, if I want to listen to music, I would bring a portable CD player.

[This message has been edited by West Coast Flier (edited 12-18-2000).]

<< However, at $240 round-trip for business class, especially for weekend travel, you could find a better bargain on the US/DL shuttle (even taking ground transportation into account). I mean, all summer, they offered $100 round-trip fares on the shuttles. >>


Apples and oranges... the $120 one way fare is the highest fare available (Acela Express) -- $202.50 for the Shuttle.

Acela Regional is $57 one way and the regular train (half hour longer) is $51 one way, so the off-peak cost is basically the same.


Thanks for the trip report! http://www.flyertalk.com/forum/smile.gif

Thanks for the report. It sounds like the meal service is pretty good. Guess Eurostar could take a lesson. On my last trip, originating in Paris, the food was inedible. The pax next to me said "This makes British Airways look like gourmet" http://www.flyertalk.com/forum/tongue.gif

Never understood why. We were still on the ground, seems like you could prepare the food better in that scenario.

Thanks for the report.

A couple of other things I forgot:
Bathroom on Train: Very nice, large, etc. Enough water pressure, which you don't often see in a plane, etc. Also had both paper towels and a hand dryer.
Automatic Doors: In between cars. Open/close very quietly, etc.
Hilton Card Authorization: They put $1,000 authorization on my card, and then charged me the $500 for my stay. So it used up $1,500 of credit, rather than $500. Called them, and they called the bank to cancel the excess authorization held on the card. That excess being $1,000. They did take care of this in less than thirty minutes though when I called.

nice trip report. unfortunately your delay at LGA is not a suprise. It is the worst airport and i think i am done with it. tired of all those delays and cancellations.

Thanks Jetsetter