That was not my experience. I found the Via crew efficient but not particularly customer concerned. I was in business class. Once the Amtrak crew boarded the business class attendant/cafe man was friendly and informative. He even let us know if the train was spotted so that we could exit either the business car door or a forward door depending on the spotting and kept us informed like that just north of Albany we would have to wait for a connecting northbound train in station so we could get off and walk along side the train while we waited for fresh air.It was notable to me when I took this train how much nicer the VIA crew was than the Amtrak one.