Arrive Magazine - January/February, 2009

All Aboard!
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.