Hubby & I have been riding Amtrak for years we live in Fl. We have taken quite a few routes-Builder, Chief, Zephyr, Silvers and never once had a really awful experience, until yesterday. We were in DC and were waiting for the 91. I had asked about a redcap since I have some mobility issues and I wasn't sure how that worked since we were in coach, we usually do roomettes but prices were a bit much. Anyhow, a couple of Amtrak employees told us to be back to the redcap/luggage area at least 25 min. before train departure. We came back almost an hour before. We were basically ignored, we had asked a redcap and he said "yeah someone will be back" it was 2:45 train scheduled to leave at 3:04, still no sign of anyone. A gentleman in a suit happened to come from the back ( lost luggage area) and asked if we needed help. Told him the situation and he was visibly upset, got on his walkie-talkie to someone about getting there right now, then led us back to an elevator and sent us to a young lady waiting with a cart. She was so nice, but I didn't get her name. She got us over to the train talked to the conductor outside and proceeded to get us a seat in the rear by restrooms and with little more legroom. Right across from wheelchair seating. We were settling in when this other female Amtrak employee got on with some people and started yelling at my husband and me that these were reserved seats and who told us we could sit there, I tried to explain but she kept shouting at us, finally I raised my voice and told her that the man outside taking tickets, the conductor told redcap to seat us there. She threw her hands up in the air and muttered something and stormed off. She passed thru a few times and glared at us. We were so embarrassed by the whole thing. We may never ride again. Right after the train started to move I went to the restroom, now I know train originated in New York, but it was already disgusting, looked like someone peed in the floor toilet was stuffed with paper towels it was gross. waited for the other one that wasn't as bad. It stayed like that for hours till someone finally came and cleaned it. They made an announcement about not trashing the bathroom but by 6 am it was nasty again. passengers were off the chain, laughing had music blaring, someone was smoking pot in the bathroom. And the only time anyone came thru the car was if someone got on and they only scanned tickets and took off. We seriously may never take the train again. I didn't get the woman's name that was screaming at us, so I don't know if I should try to call someone to complain or who to call. If she was like that to us I'm sure she has been or will be like that to someone else.