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It has been my experience that employees will treat customers just about as well as they are treated themselves by management. Moreover, when bosses act with dedication and concern, so will their subordinates. Amtrak is a lost cause - has been since its inception. The only bright spots are in the state run trains and in the volunteers that amtrak allows on some of its trains. Amtrak should be broken up (in an orderly process) into several companies, perhaps state run, or at least in partnership with the states. Passenger trains would then be run by people who gave a hoot. The Federal Goverment only cares about airplanes and big trucks - and big construction.
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