Amtrak's LD vision: more marketing, fewer amenities?

[CHamilton]

Amtrak's New Math for Long-Distance Route Expenses: Marketing Yes, Amenities No

Written By Matthew Melzer
Matthew Melzer is a NARP State Representative from San Francisco, Cal. and serves as NARP’s Southwest Division Leader. The views expressed in this post are strictly his own and do not necessarily reflect NARP policy.
Amtrak's national network of the 15 long-distance routes recently came under the aegis of Mark Murphy, Amtrak's new General Manager Long Distance Services. The reorganized business line is now largely overseen by a cadre of Amtrak veterans such as Murphy, who graciously presented to the joint NARP and RailPAC (Rail Passenger Association of California) “Steel Wheels” member meeting in Los Angeles on February 1....

Murphy outlined an optimistic vision for the national network trains whose sense of security has ebbed and flowed with the political winds and Amtrak's finances over the years. With diminished debt, record ridership for 10 of the last 11 fiscal years, and a record 89% operating ratio (89 cents in fares recovered for every dollar of expenses), Amtrak is the strongest it has been in modern times – albeit below its historical high water-marks of route breadth and fleet size.

The long-distance trains are the linchpin of this success, accounting for 44 percent of all Amtrak passenger-miles (actual transportation output). They punch far above their weight considering that they carry only about 16% of total system passengers....

Murphy was also bold in declaring that “every revenue opportunity is on the table” and that cost-cutting will not be the prevailing mentality going forward, even as Amtrak seeks to make food and beverage services more efficient. One of his slides concluded, “We're not trying to chop our way to success.” So imagine the shock of rail advocates when Amtrak issued an internal notice three days later announcing the elimination of many on-board amenities in the coming weeks for the long-distance trains, whose product had always been at the heart of their appeal for choice riders (particularly in the highly profitable sleeping cars).

There was a subsequent memo announcing the elimination of the separate sleeper lounge and wine reception on the Auto Train. While these cuts are fairly small in the grand scheme, they make the product incrementally less attractive. They're also a reminder of the very short institutional memory at Amtrak, despite the experienced management....

...on the Marketing side, Amtrak is acting quite emboldened to splash out dollars and resources to promote the long-distance experience to a variety of audiences....

Ultimately, while these Marketing campaigns will likely be very successful and deliver a handsome return on investment, there is no substitute for the marketing power of excellent product itself.

As rail advocates, it's our job to defend Amtrak against scurrilous political attacks on the very notion of offering high-quality food and beverage services and other amenities that define the train as the most human intercity travel option. At the same time, the announced cuts play into the hands of “concern trolls” within a micromanagerial Congress who claim to want Amtrak to become more efficient and operate more like a business, but who in their hearts are philosophically opposed to competitive passenger train service and would rather dictate or incent artificially inferior service. It dignifies the framing of “freebie” amenities being a waste and not a valuable marketing tool or a potentially key driver of revenue.

 

[Just-Thinking-51]

"Murphy was also bold in declaring that “every revenue opportunity is on the table” and that cost-cutting will not be the prevailing mentality going forward, even as Amtrak seeks to make food and beverage services more efficient. One of his slides concluded, “We're not trying to chop our way to success.” So imagine the shock of rail advocates when Amtrak issued an internal notice three days later announcing the elimination of many on-board amenities in the coming weeks for the long-distance trains, whose product had always been at the heart of their appeal for choice riders (particularly in the highly profitable sleeping cars)."

One may define it as a chop, another person may define it as a cut.

But the real issues is three days later. That just not trustworthy.

 

[montana mike]

I sometimes wonder who does their marketing. I have been in Marketing for over 25 years and own a marketing firm with clients nationwide, and if we ever recommended to a client that the path to their success was to eliminate all of those things that differentiates their product in order to make it a "special" experience I would fire that account executive!!

It IS product or service differentiation and indeed the actual experience (it MUST be well delivered of course) that are so very important when a consumer makes his/her decision to buy something. In all of my years in this business I have never seen a "success story" when a firm continues to cut back on quality and totality of the good or service they are delivering. I find it somewhat ironic that Amtrak is taking this path, since people who book the "first class" sleepers would, in the vast majority, be willing to pay the incremental costs for the better amenities.

Oh well...........

 

[FriskyFL]

All sizzle, no steak.

 

[PRR 60]

Every time I go to 30th Street Station, Philadelphia, I think of a missed opportunity for promoting Amtrak long distance trains.

As at most NEC stations, there are multiple displays in the station that constantly loop that dreadful Amtrak security video. Passengers waiting in line for trains can't help but see that same video over and over and over. I get that is it considered important, but while showing it, why not intersperse videos of various LD train experiences between the security stuff. I can assure you that many of the people waiting in those lines have no idea what long distance trains are like, or that they even exist. A video showing the best of the Zephyr, the Chief, or the Auto Train might just plant the seed for a later sale. The cost of making the videos would be the only cost involved.

 

[montana mike]

I agree fully. As I said.....who the heck is doing their marketing!!!

 

[jimhudson]

Ditto! Bean counters make poor Managers and Marketing Wizards! No-one ever made an enterprise a success by cuts and nickel and dining! Joe Boardman needs to get out of 60 Mass and start listening to his Customers, not the Suits!

 

[Allypet]

I hope someone at Amtrak read this thread. This was written in Forbes magazine, just substitute Amtrak for United and train for airline,:

Success today – everywhere, not just airlines – requires more than operational focus. Constantly cutting costs ruins the brand, customer satisfaction, eliminates investment in new products and inevitably kills profitability.

Today people have choices. More choices than ever. That’s true for transportation as well. As customers have become less happy, they simply won’t pay as much to fly. The impact of all this operational focus, but let the customer be danged, management is price degradation to the point that United, like all the airlines, barely (or doesn’t – like American Airlines) cover costs. And because of all the competition each airline constantly chases the other to the bottom of customer satisfaction; each lowering its price as it mimics the others with cost cuts.

 

[haolerider]

I agree fully. As I said.....who the heck is doing their marketing!!!

The marketing has been in- house with some demographics out-sourced. In the past, the marketing budget had been slashed each year; however,if marketing is given a budget large enough to make a difference, that will be a good thing! Anyone who has done marketing knows that it is next to impossible to cover even the large market cities, let alone feeder markets for long distance trains with a severely limited budget. There is a new person running marketing, so with what Mark Murphy has said, perhaps we will see a new and more focused effort nthe long distance product.

 

[montana mike]

The marketing person can only do so much though. If "operations" is bound and determined to keep stripping away those very things that make travel by train special, unique and fun, there isn't a lot a marketing team can do. What are they going to say: Hey, come and see our new "cattle class service" on Amtrak-be sure to bring your own soap and towels? People have choices, especially today. And if by your actions you take away those very things that made train trips "fun" then the consumer will likely choose another mode of transportation. What Amtrak does need to do is to get its act together to provide clean, on time, reliable and safe transportation services that are truly an enjoyable experience and people will use it in increasing numbers. I know that is a very tall order, but you don't "succeed" by commoditizing the entire operation.

 

[TVRM610]

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

 

[tonys96]

The CS, AT, and EB lost more than just a flower. And this is in Round 1 of the cuts. I believe there is lots more to come.

 

[haolerider]

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

I would have to agree! The amenities that have been removed will not affect the "fun" of riding the train. Yes, people will say no one will ride these trains without the amenities, but I seriously doubt that will be the result.
We all have to remember that from a political standpoint, the removal of the amenities takes away the ammunition of the congressional group that grouses about "free wine". " free cheese" "flowers on the table", etc. I think Boardman has done a good job of "managing" congress and their anti-Amtrak attitude. If the removal of a few inconsequential items gets them off Amtrak's back ......Great!

 

[neroden]

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

They don't sell just as well. Look at ridership and consists. The Coast Starlight and the Empire Builder are carrying more people per train, in more coaches and more sleepers, than the Zephyr and the Chief. Now, cause and effect work in the opposite direction, of course... it's the higher ridership which requires the addition of certain amenities.
This is actually the motivation behind the extra "first class" lounge on the Coast Starlight -- it's not obvious, but the motivation is overcrowding in the main lounge and in the diner. The same motivation is behind the "first class" lounge on the Auto Train.

I agree that the flowers and newspapers don't matter, it's stuff like the removal of a lounge car from the Auto Train, the proposed removal of the PPC from the Coast Starlight, and the completely idiotic attempt to make customers eat meals faster on the Auto Train, which is worrying me.

 

[neroden]

The CS, AT, and EB lost more than just a flower. And this is in Round 1 of the cuts. I believe there is lots more to come.

Correct. Also the LSL lost its evening cheese & grapes. Which I wouldn't mind so much if we got dinner. But we don't. The missing dinner on the LSL to NY is a problem.

 

[JoeBas]

Crescent had the cut stuff you mention too. Fact is we don't KNOW what effect the cuts will have - I agree it will be small - but the stuff you mentioned affects all trains.

 

[AKA]

Every time I go to 30th Street Station, Philadelphia, I think of a missed opportunity for promoting Amtrak long distance trains.

As at most NEC stations, there are multiple displays in the station that constantly loop that dreadful Amtrak security video. Passengers waiting in line for trains can't help but see that some video over and over and over. I get that is it considered important, but while showing it, why not intersperse videos of various LD train experiences between the security stuff. I can assure you that many of the people waiting in those lines have no idea what long distance trains are like, or that they even exist. A video showing the best of the Zephyr, the Chief, or the Auto Train might just plant the seed for a later sale. The cost of making the videos would be the only cost involved.

Great and long over due idea.

 

[JoeBas]

Hell anything that reduces the "Turrists are everywhere! Hide the womenfolk and kids!!!" noise pollution in public spaces is a great and long overdue idea.

 

[Larry H.]

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

I totally disagree. You don't decide to pay thousands of dollars for a trip and expect nothing in return.. Amtrak considers sleepers to be "First Class" and have constantly charged "First Class" fares for the service. The traveling public is not stupid, amenities do create an atmosphere of having spent your money wisely. I know most people here no longer care about the "old days of rail service", however the railroads at least while they had a chance to attract ridership always advertised the advantages and comforts that made the rail experience worth the time and cost. They didn't spend millions on interior an exterior decor for no reason, it was meant to lure passengers. Yes toward the end only a few existing passenger lines still held to those standards but the philosophy is still the same, give the public something to remember other than a bed and banging doors and they may be inclined to come back or tell others about their trips. Give them little to nothing for their money and they will tell them about that as well.

 

[Larry H.]

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

I would have to agree! The amenities that have been removed will not affect the "fun" of riding the train. Yes, people will say no one will ride these trains without the amenities, but I seriously doubt that will be the result.
We all have to remember that from a political standpoint, the removal of the amenities takes away the ammunition of the congressional group that grouses about "free wine". " free cheese" "flowers on the table", etc. I think Boardman has done a good job of "managing" congress and their anti-Amtrak attitude. If the removal of a few inconsequential items gets them off Amtrak's back ......Great!

Ralifans around here are nearly always caving so long as the trains still run.. No matter that as a service they keep downgrading which as some others have mentioned is not going to attract the regular rider to want to pay a large fee for his trip.. People that spend a great deal of money at a hotel don't expect motel six. That is what amtrak has become. The trouble is there not charging Motel Six fares. Not in sleepers or business class for sure.. Yet travelers are supposed to just ignore that fact. When you book a good hotel at higher cost your expecting to find the work out room, swimming pool, fine dining and excellent service.. Most of which you no longer find on amtrak.. I agree the one exception is the Coast Starlight where for some reason at one time they had a man who knew what a real train should be like in order to attract passengers. To this day it holds a place in nearly everyone on this boards "must take" plans.. And why? If they didn't have the extra service or the Parlor car with available dining would the trip be on everyones must take list? I think not.. I have always thought that all the long distance trains should offer those services, trains always did until amtrak came along.. And many forget that when the Name National trains used to be traveling the nation many had a first class lounge and diner for passengers in the sleepers.. . That was normal on many trains and was done in order to attract the customers to travel pullman.. The funny thing about all that from a historical view is that the cost was miniscule compared to what is charged to day and yet the service and cars were far superior to what we have today with the cookie cutter sameness of each train.. You used to know from the moment you boarded what line or train you were on, today you have no such feeling of adventure and pride in a trip as offered.

 

[greatcats]

Good evening everybody - I decided to post this letter which I wrote last week to Mr. Boardman reflecting many of the above sentiments and having just had firsthand experience on a long distance train. I have always been a letter writer, and I realize this may just result in form letter replies, but if enough people complain about what is happening, it just might have an effect. I feel a need to express myself and this is one of my tamer letters I have written to companies and assorted ex-bosses over the years. You will note that I sent copies to various political honchos. Again, maybe not good for very much. We know John McCain is not a friend of Amtrak, but he is my Senator and I will send him letters if I feel so inclined! So, here is my letter sent last week, minus my name and address.

Mr. Joseph Boardman, President

Amtrak

60 Massachusetts Ave., NE

Washington, DC 20002

Dear Mr. Boardman:

I have been an Amtrak customer for many years and have ridden nearly all of the routes. I am also a retired railroad employee from the commuter system in New Jersey, and have a fair knowledge of railroads. I keep close track of news of Amtrak and I know that you are in a difficult position and that this has been a tough winter for the operations. I am writing about my concern over what is an apparent downslide in the quality of service. A few weeks ago I read of a number of so called “ amenities “ being removed from first class services. This past week a friend and I made a round trip on a sleeper from Flagstaff, AZ to Chicago and back for the purpose of attending classical concerts. While we like traveling by train and have done so many times, we came away from our trip feeling disillusioned. The basic complaint we have is that Amtrak is charging very high fares for sleeper service, which frankly does not rate as first class. In case anybody has not noticed, the equipment, while of a beautiful design, is aging and most of it looks worn and grimy. In my opinion, the dining cars, with paper tablecloths and the removal of flowers, now looks like a cheap coffee shop. Some will say, who cares about the flowers? Sorry, but this lack of aesthetics contributes to a gloomy atmosphere. Those cars used to look classy. Not anymore, with dirt streaked ceilings around the ventilation system. You know what other amenities I am referring to, some of which may seem trivial, but it amounts to a downgrading of service. If this is what is going to be done, then lower the fares to something more appropriate to a mediocre travel experience.

My opinions of the food service, on which I know you want to cut down on expenses: Some of the food is fairly good and I made compliments about the steak and fish dishes. But, given a choice of restaurants, would I choose one with this menu and prices if I was paying cash? Probably not. Reasons: Things like a really rudimentary salad, with just iceberg lettuce and two cherry tomatoes and the current “ vegetable medley “ of corn and peppers, which is lousy in an omelet. ( One employee emphatically agreed with me on these. ) This is cuisine out of an elementary school cafeteria. Most of the snack bars have a so-so offering of mostly junk food. I did have the hummus and pretzels, which aren’t bad at all, but for $4.50? This is not a ritzy hotel.

Condition of equipment: It finally happened to me on this trip - the toilets failed in our sleeper. At least the ones in the adjoining cars worked and credit is given for the crew calling out Roto-Rooter at La Junta, Colorado to try to fix the matter, but they were not able to do so, and it was not remedied at Albuquerque, either. In spite of these shortcomings, our trips in both directions otherwise went fairly well, in no small measure due to some of your excellent and hardworking employees who really put forth a concerted effort to do a good job for the passengers under often difficult conditions. I am quite aware of what the work schedules are for the operating and on board service crews. Yes, they agreed to take these jobs and the contracts agree to these schedules. Frankly, I am very concerned for the chef. I am told that much of the year there is only one person in the kitchen and he is responsible for providing three meals a day on the round trip from Los Angeles to Chicago. Both of us observed the chef on our eastbound train and the poor man looked to be on the verge of collapse. The phrase “ trying to get blood out of a stone “ applies here.

Now I have read that the service on the Auto Train, which I have not ridden, is being compromised, which has been known as Amtrak’s best service. This is really discouraging to hear. Amtrak is an important part of our transportation system and I am sick and tired of it being treated over the past forty-two plus years as an unwanted stepchild. Many passengers have remained loyal in spite of the problems, but will they continue? I often recommend to travelers that they take Amtrak around our country, but if I do so now I must include cautions about what to expect. I myself am very partial to the Southwest Chief, but if I was to make another trip to Chicago in the near future, I would drive or fly. That is not to say that I intend to abandon Amtrak entirely, but this last trip left a negative impression.

I do wish you well in your position in trying to deal with these complicated matters and hope that you will take some of my thoughts into serious consideration.

Very truly yours,

cc:

President Barack Obama

Vice President Joseph Biden

Senator John McCain

Senator Jeff Flake

Rep. Ann Kirkpatrick

 

[Devil's Advocate]

As at most NEC stations, there are multiple displays in the station that constantly loop that dreadful Amtrak security video. Passengers waiting in line for trains can't help but see that some video over and over and over. I get that is it considered important, but while showing it, why not intersperse videos of various LD train experiences between the security stuff. I can assure you that many of the people waiting in those lines have no idea what long distance trains are like, or that they even exist. A video showing the best of the Zephyr, the Chief, or the Auto Train might just plant the seed for a later sale. The cost of making the videos would be the only cost involved.

I agree but don't forget the cost of periodically remaking the videos to remove any display or mention of newly discontinued amenities. Then again maybe constant repetition of the same blaring Sesame Street level security clip is the one thing that might end up driving someone mad enough to shoot up the place. Better to get some new videos playing. What did those screens play before the "turrorists" became the new boogieman?

One thing that we need to remember.... most long distance trains (the majority) lost nothing except flowers, newspapers, and cranberry juice in the sleepers. I simply refuse to believe that anyone will base their travel plans on any of those items. Nothing else has changed.

The routes with more premium touches like wine and cheese tastings, ceramic dishware, and alternative meal options are nowhere near where I live. Those little extras helped sell me on the extra time, effort, and money involved with riding those trains. As Amtrak begins chasing the least common denominator those touches will eventually vanish. Without those little extras I'll still travel Amtrak from time to time but it will likely be less and less as they work on turning each route into yet another generic Texas Eagle experience.

Since trains like the Zephyr, Chief, and Crescent seem to sell just as well as the Starlight and the Empire Builder.. what's the point of having the extras? I'm saying this from a business perspective.

If we want Amtrak to end up like domestic airlines then that's great advice.

I would have to agree! The amenities that have been removed will not affect the "fun" of riding the train. Yes, people will say no one will ride these trains without the amenities, but I seriously doubt that will be the result.

Enough with the straw men already. Haolerider, I want to you to produce some actual quotes where you've found people on the forum seriously claiming nobody would ride these trains. I seriously doubt you have any.

We all have to remember that from a political standpoint, the removal of the amenities takes away the ammunition of the congressional group that grouses about "free wine". " free cheese" "flowers on the table", etc. I think Boardman has done a good job of "managing" congress and their anti-Amtrak attitude. If the removal of a few inconsequential items gets them off Amtrak's back ......Great!

You don't think it's a little early to declare victory? The most outspoken folks attacking Amtrak's amenities are already on the record stating that they want Amtrak privatized or defunded as their ultimate goal. How do you foresee the removal of a handful of amenities representing a tiny sliver of total expenses as changing that goal? This move will likely have little if any impact on Amtrak's detractors while also doing little if anything to reduce their total expenses. Now, if Amtrak started removing the diners altogether they might see some short term savings, but I'd be curious to see the "who cares" crowd explain how the loss of diners on long distance trains wouldn't impact ridership negatively.

Hell anything that reduces the "Turrists are everywhere! Hide the womenfolk and kids!!!" noise pollution in public spaces is a great and long overdue idea.

Agreed 100%

 

[Railroad Bill]

Good evening everybody - I decided to post this letter which I wrote last week to Mr. Boardman reflecting many of the above sentiments and having just had firsthand experience on a long distance train. I have always been a letter writer, and I realize this may just result in form letter replies, but if enough people complain about what is happening, it just might have an effect. I feel a need to express myself and this is one of my tamer letters I have written to companies and assorted ex-bosses over the years. You will note that I sent copies to various political honchos. Again, maybe not good for very much. We know John McCain is not a friend of Amtrak, but he is my Senator and I will send him letters if I feel so inclined! So, here is my letter sent last week, minus my name and address.

Mr. Joseph Boardman, President

Amtrak

60 Massachusetts Ave., NE

Washington, DC 20002

Dear Mr. Boardman:

I have been an Amtrak customer for many years and have ridden nearly all of the routes. I am also a retired railroad employee from the commuter system in New Jersey, and have a fair knowledge of railroads. I keep close track of news of Amtrak and I know that you are in a difficult position and that this has been a tough winter for the operations. I am writing about my concern over what is an apparent downslide in the quality of service. A few weeks ago I read of a number of so called “ amenities “ being removed from first class services. This past week a friend and I made a round trip on a sleeper from Flagstaff, AZ to Chicago and back for the purpose of attending classical concerts. While we like traveling by train and have done so many times, we came away from our trip feeling disillusioned. The basic complaint we have is that Amtrak is charging very high fares for sleeper service, which frankly does not rate as first class. In case anybody has not noticed, the equipment, while of a beautiful design, is aging and most of it looks worn and grimy. In my opinion, the dining cars, with paper tablecloths and the removal of flowers, now looks like a cheap coffee shop. Some will say, who cares about the flowers? Sorry, but this lack of aesthetics contributes to a gloomy atmosphere. Those cars used to look classy. Not anymore, with dirt streaked ceilings around the ventilation system. You know what other amenities I am referring to, some of which may seem trivial, but it amounts to a downgrading of service. If this is what is going to be done, then lower the fares to something more appropriate to a mediocre travel experience.

My opinions of the food service, on which I know you want to cut down on expenses: Some of the food is fairly good and I made compliments about the steak and fish dishes. But, given a choice of restaurants, would I choose one with this menu and prices if I was paying cash? Probably not. Reasons: Things like a really rudimentary salad, with just iceberg lettuce and two cherry tomatoes and the current “ vegetable medley “ of corn and peppers, which is lousy in an omelet. ( One employee emphatically agreed with me on these. ) This is cuisine out of an elementary school cafeteria. Most of the snack bars have a so-so offering of mostly junk food. I did have the hummus and pretzels, which aren’t bad at all, but for $4.50? This is not a ritzy hotel.

Condition of equipment: It finally happened to me on this trip - the toilets failed in our sleeper. At least the ones in the adjoining cars worked and credit is given for the crew calling out Roto-Rooter at La Junta, Colorado to try to fix the matter, but they were not able to do so, and it was not remedied at Albuquerque, either. In spite of these shortcomings, our trips in both directions otherwise went fairly well, in no small measure due to some of your excellent and hardworking employees who really put forth a concerted effort to do a good job for the passengers under often difficult conditions. I am quite aware of what the work schedules are for the operating and on board service crews. Yes, they agreed to take these jobs and the contracts agree to these schedules. Frankly, I am very concerned for the chef. I am told that much of the year there is only one person in the kitchen and he is responsible for providing three meals a day on the round trip from Los Angeles to Chicago. Both of us observed the chef on our eastbound train and the poor man looked to be on the verge of collapse. The phrase “ trying to get blood out of a stone “ applies here.

Now I have read that the service on the Auto Train, which I have not ridden, is being compromised, which has been known as Amtrak’s best service. This is really discouraging to hear. Amtrak is an important part of our transportation system and I am sick and tired of it being treated over the past forty-two plus years as an unwanted stepchild. Many passengers have remained loyal in spite of the problems, but will they continue? I often recommend to travelers that they take Amtrak around our country, but if I do so now I must include cautions about what to expect. I myself am very partial to the Southwest Chief, but if I was to make another trip to Chicago in the near future, I would drive or fly. That is not to say that I intend to abandon Amtrak entirely, but this last trip left a negative impression.

I do wish you well in your position in trying to deal with these complicated matters and hope that you will take some of my thoughts into serious consideration.

Very truly yours,

cc:

President Barack Obama

Vice President Joseph Biden

Senator John McCain

Senator Jeff Flake

Rep. Ann Kirkpatrick

An excellent letter. I hope you get a personal reply

 

[cirdan]

An excellent letter. I hope you get a personal reply

agree 100%

 

[PRR 60]

As at most NEC stations, there are multiple displays in the station that constantly loop that dreadful Amtrak security video. Passengers waiting in line for trains can't help but see that some video over and over and over. I get that is it considered important, but while showing it, why not intersperse videos of various LD train experiences between the security stuff. I can assure you that many of the people waiting in those lines have no idea what long distance trains are like, or that they even exist. A video showing the best of the Zephyr, the Chief, or the Auto Train might just plant the seed for a later sale. The cost of making the videos would be the only cost involved.

I agree but don't forget the cost of periodically remaking the videos to remove any display or mention of newly discontinued amenities. Then again maybe constant repetition of the same blaring Sesame Street level security clip is the one thing that might end up driving someone mad enough to shoot up the place. Better to get some new videos playing. What did those screens play before the "turrorists" became the new boogieman?

They were put in specifically to show the security video. As far as I know, they have never shown anything else.