Amtrak Improvement Initiative
Amtrak is undergoing an RFP for a new generation of trains. As a frequent consumer of Amtrak services, I understand the importance of rail investment and the gravity of getting this significant capital expenditure right. These trains are 50-year-plus taxpayer investments vital to the region economically and environmentally.
The current Amtrak trains have outdated cars designed before modern conveniences like iPads and Starbucks were common. The Wi-Fi on the trains is unreliable, and passengers are often criticized for using their phones. The lines for food and beverages are often very long, and the point-of-sale system is slow, inefficient, and often inoperable. Additionally, the trains frequently run late and are quite slow.
I know speed is a more difficult win, but here is some “lower hanging fruit” we should consider:
Outdated Train Cars: The current train cars were designed long before the digital age, predating even basic modern conveniences like laptops and Starbucks. The next generation of trains needs to consider the next generation(s) of travelers. Professionals, academics, and college students traverse the northeast corridor more than anywhere else in the country, and all three of these groups benefit from a comfortable and technologically-equipped environment. A specific area of focus needs to be the Café and Food cars. Café seating is regularly in the highest demand, with riders often unable to find seats and relegated to single-directional seating. More often than not, today’s riders aren’t just there to ride; they’re there to work; working on a laptop in booth-style seating is often more ergonomic and comfortable. More café booth-style seating for laptop work, collaboration, and group conversation is vital to improving rider experience. What’s concerning is that Amtrak's most recent generation of trains, the “Acela,” took significant steps backward, reducing café seating and seating overall in the food cars rather than increasing café style seating.
Connectivity and Work Environment: The Wi-Fi on Amtrak trains is notoriously unreliable, which is a significant issue for passengers who need to work during their journey. Moreover, passengers often face criticism for using their phones, even when not in a Quiet Car, an unacceptable practice at a time when constant connectivity is a necessity. (Equally alarming?MetroNorth doesn’t even have Wifi.)
Customer Service and Efficiency: Lines for food and beverages are often extremely long, reflecting poorly managed operations. The recent introduction of Amtrak’s point of sale is cumbersome, unconventional, and slow, drastically reducing throughput at the checkout counter: No Apple Pay, Google Wallet, or NFC chip device compatibility. If Amtrak aims to run a successful service, outsourcing these services to third-party providers who can manage them more efficiently could be a viable solution.
Punctuality: Amtrak trains frequently run late, causing considerable inconvenience to passengers. Sometimes, this is unavoidable. The reality, however, is that trains are becoming slower and facing more delays. Adequate funding for proper rail and train maintenance is essential to what could be an incredibly viable opportunity for economic and consumer growth.
Note that most of the above recommendations for Amtrak also apply to Metro North. Our railway system is vital to our region’s economic growth and mobility. I have written to Secretary Buttigieg, Senator Schumer, and Senator Blumenthal to recommend these changes. With proper advocacy, we can create a service that we can all be proud of.
-Nate Stevens