I’m currently on a train heading towards Philadelphia. An Acela business class car, no less, and all I’d purchased was a coach class ticket on a regular train. See, there was a problem at Union Station in DC, preventing my train from Richmond from getting there. So, in Alexandria, they recommended we get off at the station, take the metro to Union Station, and board a different train there that was heading in the direction of our destinations. Our tickets would be honored, and all we had to do was pay for the metro ticket.
Here’s where Amtrak did it right. As soon as the folks on my train found out about the delay, they let us know. As soon as they knew it would be longer than the original 45 min estimate, they came through the cars again with the transfer information. Communication was excellent and timely. Then, when we all arrived at Union Station, the information desk was able to quickly route us to the right train.
That was when we were pleasantly surprised to discover that we’d be on an Acela train. Well, at least, I was pleased, because that meant free wifi for the rest of my trip. w00t!
The train is packed to the gills, but the Amtrak employees are unfazed and courteous as ever. Looking at this in contrast to the frazzled and disorganized management of my SFO-MRY canceled United flight last week, I am once again finding myself wishing for an extensive network of high-speed rail for regional transportation in the US. If a company like Amtrak, which everyone seems to expect to fail any day, can provide such excellent customer service compared to most airlines, then imagine how well they would do if they expanded into every major market.
I know I’d be taking the train more often!