Amtrak’s Decline: A Plea for Reform Amidst Passenger Discontent

Amtrak’s Decline: A Plea for Reform Amidst Passenger Discontent

For two decades, I have received strong advice against flying due to inner-ear issues and pressure changes. After experiencing numerous flights on various aircraft, I find that I genuinely do not miss air travel.

Rather than taking to the skies, I have frequently relied on trains and cruise ships for long-distance travel, as both provide substantial advantages over flying in terms of comfort, civility, and overall experience.

Sadly, Amtrak has not typically upheld this standard. I express this as someone who appreciates the railway service, or at least the ideal of what it aims to offer.

In the past twenty years, I have traveled on nearly every Amtrak route available, whether regional, coastal, or cross-country. Throughout my travels, I have established connections with numerous employees, many of whom keep in touch with me regularly. Some of them have even become friends.

Those who reach out often share their concerns about the prevailing culture at Amtrak, expressing dissatisfaction with issues of corruption, political influences, and a growing disregard for passenger needs.

Critics might argue that calling it corruption is an exaggeration. However, in many instances, it may not be a far-off assessment. Notably, in 2012, The New York Times reported that less than a decade saw Amtrak lose over $800 million in food, averaging more than $80 million annually. Those figures are not mistyped.

Multiple sources reveal that over $800 million in food was lost due to theft and mismanagement, a number that would exceed one billion dollars today. This staggering loss mainly relates to food products.

Unfortunately, the same issues of theft and mismanagement continue to permeate the organization. Beyond food, reports indicate that millions in equipment and funds have ‘vanished’ from the company. Ultimately, theft from Amtrak equates to theft from American taxpayers, impacting all of us.

It is essential to acknowledge that many Amtrak employees are dedicated and hardworking individuals whotake pride in serving and interacting with passengers. Regrettably, there is a significant number of employees across various departments who merely do the bare minimum and show little concern for passenger experiences.

Numerous conscientious employees have conveyed that their apathetic colleagues seem more interested in securing their salaries and pensions than in serving the public. Based on my years observing certain individuals, I can confirm this behavior is often evident.

Typically, these indifferent employees gather in the café car, avoiding passengers while engaging in gossip and checking their phones. In a significant instance regarding the sleeper car attendants, they were expected to prepare fresh coffee for those investing substantial sums in private cabins. While many fulfilled their duties, others neglected to do so.

On two recent occasions, I inquired whether the cabin attendant was responsible for providing coffee. Each time, I received the same answer: “Yes.” However, when I asked why I had not seen coffee, the attendant replied, “Because I didn’t feel like doing it. If you want coffee, you can walk down to the café car and get it yourself.”

Today, the cost of a private cabin on an Amtrak train often exceeds several thousand dollars, depending on booking times. This amounts to significantly more than the price of a cabin on genuine luxury trains in Europe, and offers far less value than what travelers experienced decades ago.

Historically, private Amtrak cabins included televisions, sound systems with multiple channels, and various luxury amenities. As I write this from a private Amtrak cabin, I find myself on a train that is running a staggering seven hours late. If only I could say the same for the amenities, which have largely disappeared.

Presently, my accommodations include a pull-down bed that no longer functions, a broken folding table, a sink without hot water, and a faulty temperature control system — all for a fee that exceeds many Americans’ weekly earnings.

While countless diligent and honest employees work at Amtrak, consistently going above and beyond for passengers, they labor within a taxpayer-funded corporation plagued by numerous issues. This organization has squandered or misappropriated billions over the years, raising questions about its management and priorities.

Moving Forward: The Need for Transformation

The urgent call for systemic change within Amtrak cannot be overlooked. If it is to regain the trust of passengers and taxpayers alike, the corporation must address its internal problems with transparency and accountability. Staff training, stricter oversight, and a renewed commitment to customer service could significantly enhance the travel experience.

Furthermore, enhancing the quality of both operational practices and customer relations is critical. By prioritizing passenger needs and employee accountability, Amtrak can hope to emerge from the shadows of its current issues. Innovations in service delivery and improvements in operational efficiency may pave the way for a brighter future.

Despite the significant hurdles, the possibility of reform is not beyond reach. If Amtrak embraces the crucial changes needed to improve service and accountability, it could restore its reputation and delight travelers once more.