The overwhelmingly vast majority of Amtrak employees I have dealt over the years have been outstanding, but--like in any large enterprise--there are some bad apples. Just a few days ago I had to call in because the Web site was not letting me complete a rewards points booking. The first agent I got (on the Select Plus/Executive line) quoted me a greater number of points than the Web site was showing (a known issue after the Web site renovation). I tried to explain this to her, and she literally started shouting at me "You don't know what you're talking about! This is the fare! Do you want it!?" HUCA, got a very nice knowledgeable agent who was aware of the issue, found a workaround to get me the ticket for the fare quoted on the Web site, and said she was going to remind the IT people that they needed to fix this issue.