Nancy sent a message to Joseph H. Boardman CEO, Amtrak that said:
Hi Joe,
We met many years ago when I was worked with Bill Acquario at DOT. I meant to send you a note earlier this spring when I accompanied my parents back on the Auto train, but various events happened and I could tell by your appearances on TV that you had your hands full. What a tragedy and I think you did a great job handling it.
So here goes my communication to you--the good, the bad and the ugly. Let me start on a good note. Your auto train staff are to be commended, both the station people and the on train personnel. They deal with a mostly older, needy clientele and Ive witnessed them going above and beyond numerous times. You should have more routs like that.
Continuing on a good note, Jermaine, your Penn Station Manager is a superb employee. Watch out, he could take your job. Today, he went above and beyond to help answer my questions and deal with a difficult situation.
Now the bad. Joe, Amtrak treats NYS train riders like cattle. My government tickets, which cost in many cases, more than a regular ticket are in many cases a sign to mistreat the carrier. I went from DOT to the Division of the Budget and now am at State Insurance Fund. I travel to the City frequently and in most cases have less than pleasant experiences. Some examples: do you know that despite having availability in train 49, The Lakeshore Limited, government employees are not allowed on the train. Regular ticketed passengers may ride, multi-ticket passengers may ride, but government tickets are forbidden. Why?
Do you know when they board the Empire Trains they cram the Albany passengers in the far front cars and allow the Hudson Valley passengers to travel in far less crowded cars. When I asked why, the answer was that it is easier for the conductors, they dont have to open so many doors or walk far from their seats in the now barren food car.
I'm certain that the Empire Service hasn't seen a new or refurbished car in decades. The bathrooms stink and on more than a few occasions I've boarded a train at Penn that wasn't even cleaned.
Is this really how a business should treat such a large segment of the riders of its most profitable line?
I hope that this finds you well. I recognize that you have many other priorities, but please take a few minutes to investigate these issues and compliment the staff I mentioned.
All the best,
Nancy
