@ CoachSlumber, please don't be swayed by the "Amtrak Apologists" that you find in this forum, and there are many. Complaining here, while it won't get you any results, may indeed provide you with a "why" something happened, or didn't.
Amtrak could fix 75% of the customer complaints about service, over a bit of time mind you, IF, and that is the BIG variable, IF, mgmt at the very top said, "No More. From this day fwd, we will take hospitality seriously, like Disney (insert your favorite service-oriented company here) does."
But alas, there are few trains, and people lining up to ride them, so why spend money on something (hospitality service training) when the "trains are gonna be full anyway".
What they SHOULD do is, nah, I'm going down that rabbit hole again.
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