If there is to be an upsurge in people using the trains for long distance travel then AMTRAK certainly needs to attend to the little things that make for a good or bad experience. This includes providing first class travel between New York and Montreal. Our experience was somewhat unpleasant because a better level of train carriage was not provided. The unpleasantness came from some of the passengers that had been on that particular train. These passengers messed up the bathrooms and the stench was so bad that it made me retch when I tried to use one of them. The stink was overwhelming each time I had to pass the door of one of those rooms. Considering the length of the journey I do think that AMTRAK should be offering a better service than the one we experienced that day. Also, I think that AMTRAK needs to spend time with staff on customer service training. This would enhance the service that is provided to the public and good customer relations via the staff at the coal face (on the train) really matters. This includes coping with dietary requirements of passengers instead of forcing on the customer an unsatisfactory compromise.

AMTRAK has a long way to go to improve service at the little stops such as at Springfield Mass. The station platform is so very dilapidated. The waiting room on the one platform was too small considering that the arrival of a train had been delayed. On top of that there was no facility for passengers to obtain food at the station. Attention to detail in such matters would increase passenger patronage, but the lack of attention can only drive the passengers away. However, I am not complaining about the general level of service. In fact, when I had a nasty fall at the Seattle station the porter was extremely helpful in rendering some assistance in the form of ice cubes that I applied to my left knee and left arm (and yes I had a rather nasty bruise as a result of the fall). Another station that gets the thumbs up is in Los Angeles where a service is offered to passengers when they have difficulty walking. I was able to avail myself of that service and I am glad it was available because I was having a lot of walking difficulty.

Train travel provides an alternative to both air travel and car travel. It is pleasant because one does not have to drive through the countryside. A long journey, such as the one that we just undertook allows people the opportunity to appreciate the wonderful scenery to be found on the west coast USA as well as across Canada. There is a lot of potential to attract people to travel by rail, especially with airport security being a real pain to most travellers.