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[quote user="HarveyK400"] Would you really prefer the slings and arrows of private institutions like insurance companies, banks, and airlines systematically fleecing you; or put up with the occasional aggravations and incompetence of government agencies like Amtrak, the Post Office, and the armed forces?  Neither are desirable; and both need improvement. I agree that the problems experienced in Atlanta are largely inexcusable and correctable without a lot of money.  In summary, it seems service supervisors are not supervising.  The cost of time as pointed out should be an incentive to Amtrak management. I have to wonder why the train is reversed, considering the orientation of station facilities.  Even as a non-smoker and having ridden the Builder and Southwest, I sympathize with the need for a smoking break and protocols to facilitate this without the train spending too much time in the station.  I'd gladly trade a few more minutes if it meant passengers would not sneak a smoke on the train.  [/quote] If a bank, insurance company or airline, to cite your examples, fails to respond to its customer's legitimate needs, over a long period of time; it is likely to be history because its aggrieved customers will turn to competitive alternatives.  Just take a look at the airline graveyard for numerous examples of what happens to airlines that cannot compete.  Or ask the former executives of Lehman Brothers or Wachovia what happens when competitive institutions fail to respond to market forces or are mismanaged. Amtrak has no competition in the intercity passenger railroad business.  If they mess it up, they don't have to worry about losing their customers to another rail operator.  And if they consistently fail to cover their costs, as they have since the day of their birthing, they can simply turn to the tax payers to bail them out.
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