Comments on: Extreme Trains? Amtrak’s Empire Builder is anything but — that doesn’t mean it’s got nothing to offer

By: Rory Blake Castle

Rory Blake Castle — Sun, 22 May 2011 10:56:43 +0000

I rode Amtrak’s Cardinal from KY to Chicago, then boarded the Empire Builder from Chicago to Minneapolis. I did this three times within the last year round trip. I found that the service on the Cardinal was second to none with one exception. When I boarded the Empire Builder in Chicago, the attitudes of SOME of the crew members did not match the excellence I had just experienced on the Cardinal. The women who ran the dining car on the Cardinal, on one of the return trips, were rude and I felt that they should have been more friendly to the passengers. I wanted a refill and I asked twice and the waitress never brought it and I asked a third time and she said “I’m only one person! I’ll get it when I can.” I felt that was rude to say to a paying customer, and the passengers dining with me agreed. Besides that, the service I received on the Cardinal train (#50 & #51) was totally excellent. On the Empire Builder, I was dining with another passenger, who, upon paying for her dinner, gave the waitress a credit card. The waitress was as rude as I have ever seen anyone be when she told the passenger that the card wasn’t signed and that it had to be signed on the back(in a very hateful manner). I thought that was insane for her to be that hateful to a paying customer as I own retail stores and her behavior would warrant her dismissal if she worked for me. On one of the trips on the Empire Builder from Chicago to St. Paul/Minneapolis I experienced a female porter who also had a bad attitude. When passengers asked her when the next smoke break was coming up she responded in a rude manner saying”I don’t know, you all might not even get it”. I felt this was very rude as a response to paying customers. A woman with two young children got up to get off at St. Paul and went down the stairs earlier than the announcement was made. This Amtrak employee said”Woman, get back up those stairs!” Which all the passengers commented that it was very rude.

By: Vikram

Vikram — Sun, 21 Nov 2010 03:27:26 +0000

Very interesting blog! Coming from India where trains are part of everyday life, I was looking forward to our first Amtrak trip between Los Angeles and Klamath Falls. I was shocked to find that
- there are no assigned seats upon reservation, and we were asked to stand in a queue at around midnight in freezing cold so that the conductor could assign us seats (hello stone age!)
- overnight journeys did not include sleeping accommodation, ie you had to book that separately,
- that there was only one railway track that was shared by trains plying in both directions.
- the train had just 5 compartments
- the engine was in the rear
- given the lack of train traffic, the trains ran crazy late (Indian Railways can be notoriously late at times, but then it is tough to catch up because there are so many trains that are running on time and get priority over the one that got delayed)
- all diesel locos and no electric ones
Everywhere I have been, trying out trains is something I love, and UK was a delight, South Korea and Singapore were good, and I was expecting Amtrak to deliver at least a decent experience. It was a spectacular failure, and my wife vowed to never take Amtrak again. After so much of cajoling, we hopped on the Southwest Chief from ABQ to LAX, and that was a pleasant experience. And for this holidays, I have managed to convince her into taking a looong train trip from Chicago to Portland and from Portland to Los Angeles. I am hoping Amtrak does not throw up any nasty surprises.

By: Susan Rappenwolf

Susan Rappenwolf — Fri, 18 Dec 2009 22:06:51 +0000

I agree with Brenda about the service. Especially in Portland! Our attendant made sure a redcap assisted us off the train, who drove us to the first-class waiting area. It was fully stocked with beverages and a TV for entertainment until we reboarded. Our redcap took care of tickets, moving baggage, drove us to our next car and escorted us to our seats. Talk about pampered!! I am looking forward to the trip again next week.

By: Brenda

Brenda — Sun, 13 Dec 2009 04:32:31 +0000

I have to report that I have made the trip across country again. I had impeccable service on all trains. The Lakeshore Limited train was actually early for its arrival in Chicago. I rode coach on this train; it wasn’t crowded and our attendant was quite nice. When it was time to board the Empire Builder, I was greeted by Matt (the car attendent) and not only did he greet me by name (it was on the manifest), but he also helped get my bags up the stairs and into my room. I was truly treated as a VIP by all staff. I enjoyed meals (which were very good) in the dining car and in my roomette. Our car attendant (Matt) was great. He was there for anything I needed and was very pleasant. Good job Matt!

I traveled to Portland instead of Seattle this time and then up to WA (as I have never gone this way) and since this was the end of the line for the Empire Builder, I had to leave my cozy room. Matt once again carried my bags down the stairs, helped me off the train, and much to my surprise, handed me over to Craig (a Redcap with Amtrak). Craig took care of my bags and seating on the last train and when it was time to board, he drove me to the train car that I would occupy for the last leg of my journey.

As for timeliness, we lost an hour and a half in Minot, ND. It was 13 below and had some mechanical difficulties with freezing. But in the end, I was only 20 minutes late at my final destination.

Whlie the roomettes are small, I completely recommend the sleeping accomodations on Amtrak. It was a great experience and now I don’t think that I can ever ride coach again. I wish that everyone could receive the great service that I have just experienced with Amtrak, whether riding coach or sleeper.

By: JackU

JackU — Sat, 05 Dec 2009 20:28:20 +0000

Brenda,

Having taken the Empire Builder from Minneapolis/St Paul (the station is in St Paul) to Chicago and then the Lake Shore Limited to Croton-Harmon NY, I know part of the trip you’re taking. My wife and I have done the sleeper car option several times on the Lake Shore Ltd. We have always had good service in the sleeper. Each car has an attendant that will get you what you need. The sleeper makes you a first class passenger which means your meals are included. You can arrange to have your meal in your roomette, I believe. As far as the food goes, I think of the dining car as a good hotel restaurant in a mid-level hotel. The difference being that they have a limited menu, banquet style, like you might have if you’re attending a conference and there is a dinner session.

I too am one of those people who loves train travel. I’ve done the trip to NY in coach when traveling alone. One time we got to Albany, NY early and had to wait as that train was a “substitute” for the regional commuter train on the day I was traveling. Many years ago (1977 to be exact) I took the old Century Limited from Chicago to NY. Somewhere in Ohio we were rerouted and the 19 hour trip became a 24 hour trip. We did get a free meal out them on that trip. 8^)