I was reflecting today on my recent Amtrak trips (recent = past 3 or 4 months), focused on Acela travel as that service constitutes nearly all my journeys. While in the past I did notice isolated examples of poor service, I did not think much on them because they were few and far between. However, there have been some emerging trends that have begun to annoy me. What bothers me most is that something as simple and important as common courtesy seems to be the problem. I share my observations for information purposes and to see if others have had/noticed similar experiences.


First Class Attendants

• Each time I have been in Acela F, I have boarded the train, chosen my seat and gotten settled. However, of late, the greeting attendant has asked the number in my party and directed me or us (if I am with companion(s)) to a seat(s). Perhaps, some people like this, but I do not. For one, they always want to put me at the conference tables, which I do not prefer. If Amtrak wants to go back to assigned seating fine, but this quasi-assigned methodology at the whim of the attendant does not appeal. Fortunately, when this has occurred, I have been able to kindly ask to sit elsewhere and this has not been refused. In itself, I would at this point have no complaints. However, I can not excuse the subsequent rudeness. My request, never a demand, has been greeted with vigorous opposition, angry gestures and underbreath comments. Not to mention, the attendant in question then seems to hold a grudge for the remainder of the trip. I thought I was the customer?! At the very least, nicely explain why you need me to sit where you designate and I will be happy to oblige.
  
• There is often much discussion on FT about "age discrimination." I do not want to ignite a discussion on that issue, but the attitude of FC attendants have made me call the possibility into question more and more often. I have been tending to get treatment that is both distant and unfriendly, while most other passengers seem to get quite contrary service. Normally, I do not mind as I like to take my seat and retreat into my own activities. Yet, the frustration builds when I can not get anyone's attention in order to get a drink or have my tray removed so I can resume work. Again, other passengers rarely seem to have this problem. Perhaps, I have just been the recipient of spotty service lately, but it does strike me as odd since with all my Acela F journeys, I have clearly been the youngest passenger all but once. I find it interesting that waiters, drivers and attendants assume that the young do not tip. In the end, they lose out on a generous tip, even if it confirms their stereotype at the same time. For this reason, I will make a point of singling out a provider of good service for a large tip, hoping that the others get the message.

Conductors

This is another point that would not come across negatively if the conductor approached the situation with common courtesy. It is my understanding that Amtrak tickets are like store receipts; they only need to be signed if you pay via credit card. When do you have to sign at your local pub or your nearest Macys when you pay with cash? Thus, the ticket says "SIGN HERE" when paid by CC and not by other means. Am I wrong about this? Has the policy changed? If I am correct, then why do conductors repeatedly harass passengers for not signing tickets that do not state "SIGN HERE?" Yes, they are probably sick and tired of explaining it to people who should be signing. However, that is no excuse for shouting "you need to sign the ticket!", nor is it an excuse for getting into an argument that offers no explanation when I ask a question.


Yes, these complaints could be construed as trivial. After all, being comfortable and as on time as possible are the benchmarks of service. Still, it ruins my comfortable experience when someone, who I am supposedly a client of, acts as if my patronage means nothing and that they have the right to act rudely towards me when I have been courteous in speech, tone and manner towards them. I am a fervent supporter of Amtrak (for example, the annual federal appropriations disgust me). I sometimes take the train between WAS and BOS and not a single relative, friend or colleague of mine can understand why. I will continue to do so, but at the same time, while I love the train ride, 2 for 1 promotions, the implementation of Select+ and other improvements, the attitude of Amtrak employees is a critical concern going forward.

At least, I haven't had the lounge staff experiences others have!


Cheers.