Happy New Year from Amtrak
As we welcome the new year, we continue to strive to make your customer service experience on Amtrak the best it can be. Our most recent
Customer Satisfaction Scores have risen over the same period last year.
Targeting specific services, our Route Performance Improvement
program aims to provide you a better travel experience. The goals differ
from service to service, so you may notice changes such as improved food
service, customer service quality or equipment cleanliness.
While some of the changes may be subtle, others are more visible
to the passenger. With a new brand identity launched last summer, our
Northeast Regional service enhancements feature updated café cars with
new seat cushions and local menu options, as well as en route coach
cleaners to maintain a clean train throughout the trip.
If you’re one of our regular Acela Express passengers, you may notice
something different about our trainsets. We’ve just begun an overhaul
program to give the interior of our high-speed equipment a new look. This
is the first major interior replacement since the launch of our premium
service in November 2000, and we’re very excited about the changes. We’re
reupholstering the cloth seats with leather and installing new carpeting,
among other modifications.
While our overall satisfaction scores are good, there’s more to be
done. Nearly 29 million passengers rode Amtrak last year, and we intend
to keep growing.
Please let our on-board crews know if we can do anything to make your
trip with us today more pleasurable, and thank you for choosing Amtrak.
EMMETT H. FREMAUX
Marketing and Product Management