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Over the next few days I'll be recounting the events of our just completed 13 day trip from Boston to Boston via Albany, Chicago, Seattle, San Luis Obispo, Los Angeles, New Orleans and Washington. The "report" will include "events" such as work on the bridge in New London, floods in the midwest along with our take of the "services" provided by Amtrak. What stands out in my/our minds is the attitude of the front line troops working for Amtrak. No matter what product Amtrak tries to put forward, it is the manner in which the front line personnel present it that makes or breaks the experience. Case in point are the dinning car attendant and sleeping car attendant on a very late and ill equiped LSL ALB/CHI. They were the most vibrant, outgoing, pleasant and knowledgeable representatives we've had the pleasure to encounter in our four transcontinental trips over the past five years. They took the less than appetizing menu of the diner and the well worn Viewliner equipment and turned them into an enjoyable experience. Unfortunately the passenger service personnel in Chicago responsible for rerouting us via bus to MSP were not cut from the same cloth and were found sorely wanting. In the end, it's the people, people. Best regards, Rodger...and Lee
Posts: 112 | From: Merrimac, MA | Registered: Nov 2007
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Just be sure to tell customer service representatives how great they were. Whenever we had a good expeience people wise I always make certain to call when we get home, That report goes in their folders. I am looking forward to your report in full.
Posts: 1577 | From: virginia | Registered: Jun 2005
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