TiBike
OBS Chief
Why? No incentive to perform well and no consequences for performing poorly.
The OP was spot on in describing dining car staff as "surly". That's a disappointingly common occurrence, at least on the CS and CZ. But I haven't noticed any difference on the few eastern trains I've been on. I ride coach or, now, business class on the CS and almost never go into the dining car – the tone and attitude of the announcements usually kill any interest I have (although memories of many bad meals keep that interest low anyway).
Most onboard staff are not lazy and rude, but enough are to set the general tone of the trip, particularly if you don't ride often. The problem is lack of onboard supervision. As Devils Advocate pointed out above, post trip complaints are handled as a matter of routine – treated as a cost of doing business rather than an opportunity to fix problems or improve service.
On occasion, you'll come across rude staff elsewhere in the transportation and hospitality business, but it's uncommon enough to be surprising. I can't remember ever being badgered or harried at a Denny's, for example. A restaurant employee who behaved toward customers the way some Amtrak people do would be quickly fired, regardless of seniority.
The OP was spot on in describing dining car staff as "surly". That's a disappointingly common occurrence, at least on the CS and CZ. But I haven't noticed any difference on the few eastern trains I've been on. I ride coach or, now, business class on the CS and almost never go into the dining car – the tone and attitude of the announcements usually kill any interest I have (although memories of many bad meals keep that interest low anyway).
Most onboard staff are not lazy and rude, but enough are to set the general tone of the trip, particularly if you don't ride often. The problem is lack of onboard supervision. As Devils Advocate pointed out above, post trip complaints are handled as a matter of routine – treated as a cost of doing business rather than an opportunity to fix problems or improve service.
On occasion, you'll come across rude staff elsewhere in the transportation and hospitality business, but it's uncommon enough to be surprising. I can't remember ever being badgered or harried at a Denny's, for example. A restaurant employee who behaved toward customers the way some Amtrak people do would be quickly fired, regardless of seniority.