Passenger Trains > In protest to Contemporary Dining, NARP...writes a letter

NARP/RPA, after "meeting informally with Amtrak leaders and executives
to try to work out" perceived shortcomings in Contemporary Dining, has
seen their efforts ignored by Amtrak leadership.  Amtrak is "simply
barreling ahead with an offering that remains flawed and potentially
threatens the attractiveness of the trains without substantively
addressing the shortcomings we identified."

(quotes above are directly from NARP/RPA)

So now NARP/RPA have gone beyond their "informal" approach.  They have
now written a formal letter to a Vice President whom most of us
have never heard of:


August 26, 2019

Mr. Peter Wilander
Vice President, Product Development & Customer Experience
Amtrak
1 Massachusetts Avenue NW
Washington, DC 20001

Dear Mr. Wilander:

I’m writing today on behalf of our thousands of members nationwide
who are highly troubled about the introduction of the Contemporary
Dining model on all long-distance trains east of the Mississippi.

As you know from our prior conversations, Rail Passengers understands
the constraints under which Amtrak operates –both legal and fiscal
–and we want very much to be good partners in fighting for the   best
passenger-rail   service   possible.   But   we   have   also
shared   with   you in   detail our disappointment  in  the
Contemporary  product  as  it  was  executed  on  the  Lake  Shore
and  Capitol Limited lines. Apart from the introduction of a hot food
item we don’t see our concerns reflected in the service as
constituted today.

This  is  why  advancing  with  an  expansion  of  this  model  is
so  troubling  to  our  Members: it  appears Amtrak is simply
barreling ahead with an offering that remains flawed and potentially
threatens the attractiveness of the trains without substantively
addressing the shortcomings we identified.


Among the issues we have discussed:
 
•No purchase option for coach passengers (combined with limited Café
Car alternatives)
 
•Insufficient quantities and choices loaded aboard the train, with
many items unavailable
 
•Insufficient hot-food options

•Insufficient kosher
choices

•Perfunctory breakfast choices
 
•Indifferent on-board service and presentation
 
•Large quantities of trash waste (the box, the bag, the plasticware,
etc.)
 
•Presentation and plating

As  we  have  said  before, Rail  Passengers welcomes  the move
toward  a  more flexible  dining  service, with more choice for
passengers --choice about what to eat, where to eat, and when to eat
it --but we think the Capitol and Lake Shore experience needs more
improvement before going out to more routes.

We  also understand  the  need  to  make  lighter  fare  available
to  match  the  tastes  of  many modern travelers. In fact, we have
had feedback from some Members who prefer the new food items for
taste. But as currently executed on the Capitol and the Lake Shore,
too often food items run short, there aren’t enough hot options, and
the presentation is  perfunctory  and  off-putting.

Moreover, coach passengers are completely excluded.

Among the open questions that our Members would like answered:

1) Are  any  elements  of  the  Eastern  trains  dining  plans  open
to  refinement  before  launch  in October?

2) How  will the  new  dining  cars –purchased  and  approved  with
taxpayer  dollars  to  serve  as dining cars –be utilized in this new
service model?

3) What  plans  exist  to  address  shortfalls  in  items  aboard  the
trains  and  options  for  those  with special needs (kosher,
vegetarian, allergies, etc.)?

4) What  is  the  status  of  food-service  equipment  upgrades  that
were  contemplated  to  improve the taste and appearance of
dining-car food?

5) What are Amtrak’s plans for dining changes on the Western trains,
i.e., National  Network trains  such as  the  Empire  Builder,
California  Zephyr,  Southwest  Chief,  Coast  Starlight  and Sunset
Limited?

As  always,  we remain  available  to  work collaboratively with
your  team  to  find  solutions  that recognize  the  constraints
the  Food  &  Beverage  team  faces  while  ensuring  that  all
passengers  have access  to  tasty,  nutritious  and  attractive
food  and  drink  during  long  journeys.  Whether  through  our
newly   reconstituted   Advisory   process   or   the   ad   hoc
groups   we   have   already   convened, Rail Passengers can  supply
the  Voice  of  the  Passenger  as  you  execute  these  changes  or
contemplate more. We think it’s important that those voices are
heard.


Sincerely,
/s/Jim Mathews
President and CEO



 

.

---

Expect no response. If this letter is a shot across the bow it misfired badly. RPA should be sending more forceful letters than this to Congress with copies Amtrak management. The part about some people liking the new food better looses all credibility. Sure maybe 10 percent like it better but wow.



Edited 2 time(s). Last edit at 09/05/19 16:21 by Flyer92122.

to follow up on the more informal approaches with a written document escalates the process as it should; it says "RPA is not just taking whatever you give" and will provide members of Congress with evidence (not just anecdotes) of what their communications.  

The escalating mode of prodding is intended to find that point at which a subject begins to perceive more loss than gain (i.e., when Amtrak sees a larger fight than they are willing to muster against  Congress) but short of being dismissed as "foamer, nutcases."  

Well done, RPA

They had to show the membership they did something, so took the easiest route out after the horses ran out the open barn doors. Can't risk the ACAC revenue stream or NARP 10% travel discount now can we.

They should have pulled an FOIA request and did a deep dive on revenue impacts on the LSL and CL a year ago, and spent the last few years getting Mica's F&B language removed from PRIIA.

Playing Neville Chamberlain doesn't work with Anderson. I have no regrets on terminating my membership.

Posted from Android



Edited 1 time(s). Last edit at 09/05/19 16:34 by joemvcnj.

joemvcnj Wrote:
-------------------------------------------------------
> They had to show the membership they did
> something, so took the easiest route out after the
> horses ran out the open barn doors. Can't risk the
> ACAC revenue stream or NARP 10% travel discount
> now can we.
>
> They should have pulled an FOIA request and did a
> deep dive on revenue impacts on the LSL and CL a
> year ago, and spent the last few years getting
> Mica's F&B language removed from PRIIA.
>
> Playing Neville Chamberlain doesn't work with
> Anderson. I have no regrets on terminating my
> membership.
>
> Posted from Android

No mare ACAC revenue stream. Amtrak canceled the program.

joemvcnj Wrote:
-------------------------------------------------------
> They had to show the membership they did
> something, so took the easiest route out after the
> horses ran out the open barn doors. Can't risk the
> ACAC revenue stream or NARP 10% travel discount
> now can we.
>
> They should have pulled an FOIA request and did a
> deep dive on revenue impacts on the LSL and CL a
> year ago, and spent the last few years getting
> Mica's F&B language removed from PRIIA.

>
> Playing Neville Chamberlain doesn't work with
> Anderson. I have no regrets on terminating my
> membership.
>
> Posted from Android

I agree 100% and have the exact same take.  I believe that Evan Stair and his organization has done much more for the national interest than NARP has. It is very clear that NARP no longer represents the long-distance traveler. This is such a weak response it is disgusting. I guess we are left to assume that their membership is now made up of individuals largely happy and content with the Lake Shore and Capitol Limiteds, and the only reason for this letter is to address the falling membership $ from those of us not sitting back. Not only have we been watching Amtrak's performance the last 20  months but observing NARP's as well. A sufficient track record is and has been observed to indicate their pattern and there are no doubt other organizations more worthy of membership $.  

Finally, regarding the bullet on Large quantities of trash waste (the box, the bag, the plasticware, etc.) : They need to add GARBAGE. How much is so distasteful it is thrown out? That's what I had to do with most of mine. 

 

And who is Peter Wilander?

Before Amtrak, he was Managing Director, Onboard Services at Delta Airlines.

Pete knows good eats.
https://www.linkedin.com/in/peter-wilander-1891383/
https://www.linkedin.com/in/peter-wilander-349608/

Really folks, in the many decades of its existance when did NARP & Co. ever get Amtrak to move on anything significant? Sometimes I think NARP is a "false flag" operation. 



Edited 2 time(s). Last edit at 09/07/19 18:03 by RRBaron.

Is the Amtrak Customer Advisory Committee (ACAC) kaput? Amtrak's link to the ACAC (https://www.amtrak.com/about-amtrak/amtrak-culture-and-careers/amtrak-customer-advisory-committee.html) yields a smiling Julie and "Oops. We can't seem to find the page you're looking for."

And just what is the "new direction" of the ACAC, as described in a recent NARP "hotline"? I have a feeling it's a little like when the HR department calls you in on a Friday afternoon meeting to discuss a "new direction" for your career. It involves getting you a box to fill with personal effects.

https://www.railpassengers.org/happening-now/news/hotline/hotline-1-125/

• Carolyn Cokley, Director of Customer Programs, will be meeting with all stakeholders in East Lansing to discuss the final details for the station volunteer kickoff. We have a tentative date for mid-August and will be ready to make an announcement by the next Hotline. Carolyn has also scheduled a meeting with Amtrak to discuss the new direction of the Amtrak Customer Advisory Committee (ACAC).

Paul Wilson
Arlington, VA



Edited 2 time(s). Last edit at 09/06/19 06:42 by Dcmcrider.

Why is it so hard to just offer the menu and dinnerware offered in Acela First class in the dining car, maybe even expand it a little bit?  Amtrak has 2 servers getting food and dirnks for 48 people using this model.  Everything is pre-plated, food is tasty, there are choices.

Most businesses see economies of scale by using the same good products in as many places as possible. First class Acela dining works, why not expand it to the Chicago, Hialeah, and New Orleans Commisaries?  What am I missing here?

Could even simplify and improve the ordering process using tablets like is done now in many airport restaurants, and could easily provide service in room or at a coach seat if passengers do desired.

Do the people making these decisions never venture out on Amtrak trains or order food in airports?

Because the ultimate goal is to kill patronage and takes trains off. The cost savings as stated by Amtrak is modest - $3 million for the LSL & CL per year. That alone cannot be why they are doing it. 



Edited 1 time(s). Last edit at 09/06/19 07:20 by joemvcnj.

Agreed Amtrak wants to drive passengers away.  My trip last week on the SWC multiple people who connected from the east said the lakeshore and capital food was “horrible”, “inedible”, the breakfast was “garbage”, etc.  Not one person had anything good to say. They went on to say if the SWC got the food they wouldn’t use Amtrak anymore. 

We talk about how bad it would/will be when it comes to the western trains. 2 plus days of boxed food, if you take into account people comecting from the east that would be 3-4 days of boxed food and a deal breaker to most people. 

Acela first class meals are a no brainer especially in DC/NY to Chicago markets. DC/NY have the Acela  commissary kitchens and Chicago could use airline catering.  It’s very interesting RPA isn’t bringing up this issue. 



Edited 1 time(s). Last edit at 09/06/19 07:31 by Flyer92122.

This is a good example of why I am no longer a member.

Got a mailer yesterday say they were sorry I didn't renew, "But hey! We got a new name and logo! Want to rejoin?"  Threw it out, thank you kindly.

Read my lips: "No new NARP letters." 

GenePoon Wrote:
-------------------------------------------------------
> .

With that image, Gene, congratulations... you have won the internet today!!!
 

What’s Evan Stairs organizations website? I know the name but drawing a blank.

Flyer92122 Wrote:
-------------------------------------------------------
> What’s Evan Stairs organizations website? I know
> the name but drawing a blank.


Friends of the Southwest Chief.  Communicates via Facebook:

https://www.facebook.com/groups/25567124972/
 



Edited 1 time(s). Last edit at 09/06/19 16:10 by GenePoon.

Evan makes it quite clear that it is Congress is what needs to be contacted, not Amtrak, whose intent is to dismantle the company.

Amtrak is so arrogant that is does not care about passengers or customer service, and regards advocates as a bunch of foamers. They regard Congress and the states that fund the corridors as the real customers.