henry6 "...Oh, yes, I understand that there has to be a market for the service, too, not just a field of dreams...but then, look at the Downeaster....."
"...Oh, yes, I understand that there has to be a market for the service, too, not just a field of dreams...but then, look at the Downeaster....."
Henry6:
Wish you could please, expound( or expand) on this statement. There are a lot of us out here in 'fly-over' country who missed the meaning of your nuanced statement.
What is going on with this train? I had thought that the line was being improved, and that the ridership was coming along.
Thanks,
Don't confuse customer service or customer relations with providing service. Customer service is a one on one relationship between provider and customer. Providing service is providing enough trains to make them reliable and 'rideable' throughout the day or week...i.e., scheduled trains that pick up and deliver people where and when needed with integrity and reliability and price, in short, usable service at affordable prices. One or two trains a week or a day is running trains. More trains offers usable service giving public choice of trains a ability to return. Oh, yes, I understand that there has to be a market for the service, too, not just a field of dreams...but then, look at the Downeaster.....
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Folks who have followed my views in these forums know that I am not a fan of government run commercial enterprises. I favor strongly market based solutions, recognizing that they are not perfect. Passenger rail is a commercial transport activity. Having said that, however, over the last month or two I have had some excellent responses from Amtrak that are worth noting.
Approximately six weeks ago I wrote a letter to Joseph Boardman urging him to implement the PRIIA Section 210 Sunset Limited/Texas Eagle Performance Improvement Plan on a three day a week schedule, given that the UP was unwilling to accomodate a daily schedule without a big payment from Amtrak. His assistant called me to discuss Amtrak's options, noting that the schedule will be improved in May. Whilst the improvement is is not as robust as the improvements recommended by the Performance Improvement Plan, it is a step in the right direction. As long as Amtrak is required to run long distance trains, it should run them as efficiently and effectively as possible. Ideally, I would like to see the long distance trains discontinued in favor of corridor trains, but it is not likely to happen in my lifetime.
This past weekend I rode the Eagle from Taylor, TX to Fort Worth, TX and back. The service in the dinning car was exemplary. My waiter demonstrated the service attributes normally found in a first class restaurant.
This morning I called Amtrak's Guest Rewards Center to clear-up a problem linking my Amtrak.com account with my Guest Rewards account. The customer service representative was very helpful. She patiently walked me through the steps needed to correct the disconnect.
Properly regulated, competitive markets generate a better outcome in the long run than a government sponsored monopoly. Having said that, I recognize good service and responsive management when Amtrak or any government agency delivers it.
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