Is Amtrak less consistent than airlines? Does it matter?
 

Questions for the frequent travelers:

1.In terms of service quality and procedures, is Amtrak less consistent than airlines?

2. If so, does it matter?

I fly a lot more than I take Amtrak, so I don't have as much first-hand experience, but Amtrak seems a lot less consistent with its service offerings and quality than airlines do. I don't know if it would make me avoid traveling on Amtrak, but I prefer consistency.

For some examples:

A. In sleeping cars on long-distance trains, I understand that dinner can be served in your room if you prefer to avoid the dining car. I've never been offered that; once I asked for it and got major attitude.

Wouldn't it be nice of the sleeping car attendant gave you exactly the same speech about onboard services each time when you board, including offering this option?

B. Sometimes when I take an overnight train and get off at an early-morning stop, the sleeping car attendant knocks on my door and then shows me where to get off.

On this last trip, though, there was no knock and the sleeping car attendant was nowhere to be found; I had to dash back and forth between a few cars to be let off (and the attendant must have been in an unexpected rush, as the attendant wasn't wearing shoes when letting me off). (I have had plenty of erratic airline experiences, but the erraticness is usually with airport personnel, not onboard staff.)

C. Dinner on my last trip, in the dining car, was served on thin plasticware and a paper tablemat. Fine, but why do I see real china and white tablecloths on other trains (on Youtube)?

D. Business class is all over the place; it seems to be coach on the Acela, and exactly the same as coach on the Crescent; on Northeast Regional trains it means more legroom and free nonalcoholic drinks; and I remember one Empire Service train where business class was a very nice car with 2x1 seating. Why not make business class consistent?

You're absolutely right. The only thing consistent about Amtrak, is it's inconsistency.

A. Yes, it really should be a standard briefing, that even includes the little things the SCA might not necessarily want you to know, because it might make things inconvenient for them....Yes, they should bring you meals to your room, and it's part of their duties. They tend to dislike doing it for the able bodied, assuming you should want to walk down to the diner yourself. So yeah, there can sometimes be attitude. I personally have never asked, but going from what I've heard, your situation isn't unique.

B. Sounds like your sleeping car attendant was asleep, and forgot to wake up to let you off....Good thing you were up! Watched a similar instance on the Southwest Chief, a family of 4 were down stairs, with their bags ready to get off. No attendant. Coach empties, loads, and off we go, with this family still stuck on their sleeping car. Had to go to the next station, and find a way back 40 miles or so

C. The dinnerware issue is relatively new, I think it was last year they went to the plastic stuff. Before there was actual plates I recall. Overall, the food quality is also inconsistent. Tolerable, but just. .

D. "business class". Wow, there is such a huge disparity as to what exactly that means on Amtrak. I've taken some mid-west trains where it was very nice, 2-1 seating. Other trains, it's essentially the same kind of coach, just with a free newspaper or can of coke. I tend to spring for it even still, as I've been on sold out NEC trains that were standing room, so at least in BC you're supposedly guaranteed a seat. I booked one later this month, from LA-San Diego, simply because its a Monday AM early train, that I assume will be packed with commuters, so at least we'll have seats, even if it's not exactly Business Class....

I agree they should be more consistent with these types of things, especially stuff that can have a big impact like not getting let off at your early-morning stop.

But to me I don't think airlines are all that consistent either - particularly the US carriers. No you won't likely miss an early-morning destination on an airline. But the service aspect can be irregular even in premium cabins, IME. I think I notice it more up front than in economy since so much has been cut from airline economy service, that there isn't much left to be inconsistent with!

That said, though, perhaps it matters more with Amtrak especially for those outside of the NEC like me. We often have to go out of our way to some extent to use Amtrak to begin with. Many people aren't even really aware it's an option. So Amtrak should do all it can to make a good impression.