ExtonFlyer
Train Attendant
Hey folks - question for you all.
I am a frequent traveler on Amtrak and overall a very vocal supporter. I ride the Keystone Service 2-3 days a week, make 8-10 NE corridor trips per year on either Regional or Acela and take one trip per year on the Silver Star in Sleeper class accommodations from Philadelphia to Tampa. Every year I earn a place as either a Select or Select Plus member within AGR. I'm a constant critic of the airline industry (although I am forced to fly fairly often) and always looking for opportunities to convert friends and business colleagues to rail travel. So, I guess what I am trying to say here is that I'm not some first time rider whose expectations are way out of whack.
Anyway, I took a trip yesterday from WAS to NYP on Acela 2164 to get a 500 point AGR bonus - as I am a bit behind this year in my AGR points and needed to catch up. As an early Christmas present to myself, I decided to upgrade to First Class - giving myself what I thought would be a nice treat as well as an extra 250 points! I have traveled first class on a number of occasions in the past, and have always been thrilled with the service. I always felt it was somewhat of a "window" to what train travel used to be back in my grandfather's day (only with some tilting technology added ;-)).
The trip started out great with a nice relaxing wait in Club Acela. We were granted pre-boarding directly to the platform and I proceeded directly to the first class car. I was one of only 3 people in the car at departure - very surprising given that this is a busy travel week (and an Amtrak "blackout" day for vouchers). Due to an early meeting that morning, I had on my best suit and the 3 other pax were similarly dressed. I was feeling good and excited for the trip.
The attendant (forgive me if I am getting the titles wrong here) stopped by my chair just before departure and asked if I would like a drink. I smiled and said good morning and asked for a moment to review the menu. He did not respond and just walked away (no good morning, no smile). A good 15 minutes later he walked by and I had to flag him down to make my drink order. He seemed very disinterested and acted as if I was bothering him. The drink came on time - no issue there - but as he sat it down - I said thank you and he walked away without saying anything or even acknowledging my thank you. At this point, I still wasn't really paying attention as I was too busy enjoying the 125mph travel up the corridor.
The trip itself continued on without a hitch. The ride was great, the seats were extremely comfortable, the windows clean and the bathrooms were immaculate. Mr. Friendly (as he shall call him from this point forward) stopped by again to take my lunch order which I gave to him and he walked away again without any acknowledgement. This was when I really started to pay attention to the grumpy attitude. The food came quickly - however it was delivered by a different attendant. This gentleman was much more gracious and more fitting of a first class attendant in my mind. He asked me if I needed anything else, smiled, and said "enjoy the meal". Simple, courteous, friendly. I was hoping at this point that maybe MR. unfriendly was just filling in until this guy took over. No such luck.
Mr. Unfriendly continued to walk the the train, but never once stopped to see if I needed anything. I had to flag him down to refresh my drink - and once again - he gave me a look like I was interrupting/bothering him.
This continued on for the remainder of the trip. Overall, I felt rather let down by the experience. Upon disembarking, I saw the attendant who delivered my lunch and gave him a rather sizable tip - even though it was only the second time I saw him and all he did was deliver my lunch. I smiled at Mr. Unfriendly and wished him a nice day and proceeded into NYP. I'm guessing they probably share tips - but I wanted to send the message.
My question to you all - should I write to Customer Service about this? Everything about the operational aspect of the trip was fantastic - it was the service that was truly lacking. I felt that my $135 rail fare was well worth it - by my $102 upgrade to first class was not fulfilled. This experience will certainly make me pause before upgrading to first class again - especially if it is on my own dime.
I appreciate your input folks. Thank you.
I am a frequent traveler on Amtrak and overall a very vocal supporter. I ride the Keystone Service 2-3 days a week, make 8-10 NE corridor trips per year on either Regional or Acela and take one trip per year on the Silver Star in Sleeper class accommodations from Philadelphia to Tampa. Every year I earn a place as either a Select or Select Plus member within AGR. I'm a constant critic of the airline industry (although I am forced to fly fairly often) and always looking for opportunities to convert friends and business colleagues to rail travel. So, I guess what I am trying to say here is that I'm not some first time rider whose expectations are way out of whack.
Anyway, I took a trip yesterday from WAS to NYP on Acela 2164 to get a 500 point AGR bonus - as I am a bit behind this year in my AGR points and needed to catch up. As an early Christmas present to myself, I decided to upgrade to First Class - giving myself what I thought would be a nice treat as well as an extra 250 points! I have traveled first class on a number of occasions in the past, and have always been thrilled with the service. I always felt it was somewhat of a "window" to what train travel used to be back in my grandfather's day (only with some tilting technology added ;-)).
The trip started out great with a nice relaxing wait in Club Acela. We were granted pre-boarding directly to the platform and I proceeded directly to the first class car. I was one of only 3 people in the car at departure - very surprising given that this is a busy travel week (and an Amtrak "blackout" day for vouchers). Due to an early meeting that morning, I had on my best suit and the 3 other pax were similarly dressed. I was feeling good and excited for the trip.
The attendant (forgive me if I am getting the titles wrong here) stopped by my chair just before departure and asked if I would like a drink. I smiled and said good morning and asked for a moment to review the menu. He did not respond and just walked away (no good morning, no smile). A good 15 minutes later he walked by and I had to flag him down to make my drink order. He seemed very disinterested and acted as if I was bothering him. The drink came on time - no issue there - but as he sat it down - I said thank you and he walked away without saying anything or even acknowledging my thank you. At this point, I still wasn't really paying attention as I was too busy enjoying the 125mph travel up the corridor.
The trip itself continued on without a hitch. The ride was great, the seats were extremely comfortable, the windows clean and the bathrooms were immaculate. Mr. Friendly (as he shall call him from this point forward) stopped by again to take my lunch order which I gave to him and he walked away again without any acknowledgement. This was when I really started to pay attention to the grumpy attitude. The food came quickly - however it was delivered by a different attendant. This gentleman was much more gracious and more fitting of a first class attendant in my mind. He asked me if I needed anything else, smiled, and said "enjoy the meal". Simple, courteous, friendly. I was hoping at this point that maybe MR. unfriendly was just filling in until this guy took over. No such luck.
Mr. Unfriendly continued to walk the the train, but never once stopped to see if I needed anything. I had to flag him down to refresh my drink - and once again - he gave me a look like I was interrupting/bothering him.
This continued on for the remainder of the trip. Overall, I felt rather let down by the experience. Upon disembarking, I saw the attendant who delivered my lunch and gave him a rather sizable tip - even though it was only the second time I saw him and all he did was deliver my lunch. I smiled at Mr. Unfriendly and wished him a nice day and proceeded into NYP. I'm guessing they probably share tips - but I wanted to send the message.
My question to you all - should I write to Customer Service about this? Everything about the operational aspect of the trip was fantastic - it was the service that was truly lacking. I felt that my $135 rail fare was well worth it - by my $102 upgrade to first class was not fulfilled. This experience will certainly make me pause before upgrading to first class again - especially if it is on my own dime.
I appreciate your input folks. Thank you.
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