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I am by and large a friend, although I see lots of opportunities for improvements, many of which I had discussed. Given its political constraints, Amtrak management does a reasonably good job.  But its performance probably would improve if the proper incentives were put in place.   I have taken three or four trips a year on Amtrak for as long as I can remember.  Excluding the on-time performance (oxymoron) of the long distance trains, for the most part the trips have been pleasant.  The most effective incentives for Amtrak to lift its game would be to open passenger rail to competition.  However, no one outside of the government is going to invest in passenger rail.  There is no return.  But the Australians have developed a model that offers a workable alternative. Three of Australia's premier long distance trains (Indian Pacific, Gahn, and Overland) are operated under contract by Great Southern Railway, Inc., which is a consortium of private investors.  The contract is let through periodic bidding.  If the contractors fail to meet their performance requirements, the contract can be awarded to another bidder when it is re-bid. I returned recently from a trip to Australia.  Whilst I was there I rode the Overland from Adelaide to Melbourne, and the Country Line from Melbourne to Sydney.  The NSW government operates the Country Link.  The crew on the Overland bent over backwards to provide the passengers with exemplary service.  The service on the Country Link was more like that on Amtrak.  It was OK, but it was nothing to write home about. Amtrak has some excellent employees.  But it also has a significant number of employees whose primary motivation appears to be to hang on until they can retire.  It is frequently reflected in their attitude.  They do what is required.  But I have encountered only a few who go the extra yards to deliver a first class service.
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