Having worked in public service jobs all my life, I know the customer is always right. If you can't handle that, don't work in public service! I also spent years teaching in bad neighborhoods in New Yor City and even then, after acquiring the expected discipline required ofstudents in a school, the student's welfare and education is the main thing. Of course there were dangerous, slobby, vulgar and boorish students but they had to be taught how to behave right. The Amtrak staff on trains and in stations is supposed to be courteous,friendly and helpful. When you pay for a ticket you are to expect at least that with your ride from point A-to-B. Otherwise why should the paying public ride trains? The airlines used to make a mystique out of supplying friendly service and even beautful hostesses and handsome flight attendants for the customers to look at and deal with. Amtrak used to in the early 70's (as did the Seaboard Railroad and the Pennsylvania R. R.) have beautiful an friendly hostesses on every train to Florida from New York who ran bingo games, helped passengers with their kids, ran on-board fashion shows in the club car, etc. Passengers used to look forward to that! I met my wife that way--she was a hostess!