I read with interest the story about Amtrak (Business, Oct. 2). I’m sure there are many complicated reasons why Amtrak is failing, but speaking from recent experience, I can add another–an abysmal lack of concern for customer service.
My husband and I recently took the 9:50 a.m. train going to Stratford, Ontario, Canada. Because of lines that were accidentally cut (by Ameritech, not by Amtrak), the switching system was down, and we sat on the tracks just outside of East Lansing, Mich., for almost two hours. True, that wasn’t Amtrak’s fault. But what I appreciated far less than the wait was the sad fact that nothing seemed to be geared toward good customer service.
I was forced to go from toilet to toilet to find a clean one. The cup dispensers for water were empty everywhere. The paper towel dispensers were empty everywhere. The toilet-seat-cover dispensers were, you guessed it, empty. And all this less than two hours out of Chicago. When I complained about a urine-splattered seat to a train employee, he looked at me as though I was daft and said, “Well, we can’t check the toilets after every use!” Furthermore, whereas I don’t expect gourmet food on a train, the choices of fare were really pathetic, and at one point my husband waited more than 45 minutes in line to buy a few snacks.
All this is sad because otherwise the train is a lovely alternative to the crowded cattle-car experience that seems to be typical of air flight these days. Train seats are roomy and very comfortable (though pillows and blankets are apparently unheard of on trains); the landscape glides by in an ever-fascinating tableau; the rhythmic, gentle swaying of the rail cars is a perfect background for napping or reading, and if you’re inclined to strike up a chat with someone in a neighboring seat, the setting is ideal.
So I’m sad if Amtrak can’t make a go of it; train travel could be a great way to go when you’ve got a little extra time. Unfortunately, what Amtrak seems to lack is a little extra care.
