Is Amtrak Becoming Like the Ubiquitous Airlines?
Is Amtrak Becoming Like the Ubiquitous Airlines?
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For years I’ve been traveling to the nation’s capital ( and other cities for pleasure and business ) to represent airline passengers and airline manufactures, like The Boeing Company, before Congress, for example, the Department of Transportation and the Federal Aviation Administration and so forth. And I often get there by train. That’s not a punchline or a cheap shot, just a simple recognition that for me – and millions of others who live along the Interstate 95 corridor ( and other corridors in the nation ) – Amtrak is the quickest, easiest, least stressful, most productive and often cheapest mode to get from New York or New England ( Connecticut, Massachusetts or Rhode Island ) to downtown Washington DC. The same is true in many other communities nationwide, perhaps.
But like many other riders and consumer advocates, I’ve started to note “airline creep” working its way into Amtrak’s policies, procedures, pricing, fees and services. It’s little wonder, since the former CEO of Northwest Airlines and Delta Air Lines is now the CEO of the nation’s train line. So it’s also little wonder those of us who love riding the rails are now asking: Is Amtrak turning into a low-cost airline, substitute?
Planes to Trains
In July 2017, Amtrak’s board appointed Richard Anderson president and CEO, after he previously served as the CEO of first Northwest and then Delta and oversaw the merger of those two carriers. Three months later former Continental and Northwest executive Tim Griffin was named Amtrak’s chief marketing officer; then an ex-Northwest and Delta officer was tapped as Amtrak’s chief safety officer. Other, former Delta execs now head up the “passenger experience” and “product development & customer experience” departments.
More: Amtrak ups its food game for long-haul ridersTo be sure, many rail riders no doubt are happy with several recent innovations, including new upgraded meal options, upgraded Wi-Fi and even Dunkin’ ( Donuts ) coffee onboard. But what’s interesting is that Amtrak has been defining itself as NOT being an airline, all this time, even while emulating one. In September 2017, shortly after Anderson’s arrival, the rail line launched a new marketing campaign entitled “Break the Travel ( Status ) Quo” that dissed air travel by touting Amtrak’s ample legroom, freedom to move about from car to car and freedom to use electronic devices with no “airplane mode.” The campaign took aim at airlines by specifically assailing other travel “ regulations, rules, restrictions, additional often hidden fees and shrinking legroom.” And that drumbeat has continued; just last month Amtrak posted an ad on Facebook touting “2 free checked bags” and “0 middle seats.”
Such advantages are what make Amtrak the travel mode of choice for me and so many others. A report from the Congressional Research Service in September 2017 titled “Amtrak: Overview” found the following: “By some measures, Amtrak is performing as well as or better than it ever has in its 47-year history. For example, it is carrying a near-record number of passengers, and its passenger load factor and its operating ratio are at the upper end of their historic ranges. On the other hand, Amtrak’s ridership is barely growing at a time when other transportation modes are seeing ridership increases and there is more competition.”
However, that passenger load factor – the percentage of occupied seats – has been inching up from the 51 percent mark in last year’s report. The latest stats, which reflect the year to date through July, indicate loads are at 58 percent for both the national network and its crown jewel, the Northeast Corridor. Of course, such news is a paradox, since fuller trains are good news for executives, investors and even taxpayers, but bad news for passengers in crowded train cars. That said, the typical domestic airline cabin is both more crowded and more profitable. Average passenger loads for the domestic airline industry haven’t been below 58 percent since 1977; what’s more, there are no middle seats on Amtrak – yet.
In connection with the start of Amtrak service in May 1971, the company handpicked approximately 1,200 cars from a total pool of 3,000 held by the two dozen predecessor railroads that had handed over their passenger service obligations to Amtrak. Many of these inherited cars wore various paint schemes, which is why these early years are sometimes referred to as Amtrak's "Rainbow Era." Phil Gosney
'Tracking' changes
I reached out to riders and advocates alike and asked if the rhetoric has matched the experience. Time and again, I encountered Amtrak customers worried about the company’s new direction. Especially since President Donald Trump has called for “drastic cuts” to Amtrak’s budget, with elimination of service to more than 220 cities in 23 states, as I noted here in January in “Eight disturbing travel trends you’ll confront in 2018.”
Recently my new wife wanted to ride the train from El Paso, TX to Orlando, FL. I said, yes vs. taking an airliner because, she had never been on a train like Amtrak before, even in her own country. Many a time we were way laid, off to a side spur, and awaited for passage clearance, since freight trains take priority on their own tracks which Amtrak rents, as a result we couldn't keep our scheduled run to various cities along the way. Halfway through the trip around the twin cities Dallas/ Fort Worth TX, we were told that we had to take the connecting, Greyhound, bus to Florida. So much for the train experience, so had so much enjoyed while we could.
More: Eight disturbing travel trends you’ll confront in 2018“The concerns about changes being made under Richard Anderson’s regime at Amtrak are real,” says Charlie Leocha, president of nonprofit Travelers United. “The railroad experience is moving in the direction of airline service.” He’s echoed by Kevin Mitchell, a frequent Amtrak rider and chairman of the Business Travel Coalition: “I believe that Amtrak and its customers are not faring well under the guidance of former airline executives. After the radical consolidation of the U.S. airline industry, the current crop of executives … were schooled in increasing confusing fees and shrinking seats.”
Here’s a summation of the issues that most concern customers who want Amtrak to be an alternative to airline service, not a duplication of it.
• Pricing/discounts. Amtrak recently revamped its standard pricing reductions. As Leocha notes, “Amtrak no longer offers discounts to veterans, students and AAA members, and the minimum age of eligibility for the senior discount was raised to 65 from 62.” What’s more, that senior discount is now 10 percent rather than 15 percent. Instead, Amtrak has introduced temporary reductions, such as a four-day sale for seniors and a three-day sale for students.
Another frequent rider, Lauren from Boston, notes: “My real issue is that under the new CEO, Amtrak, a government entity that receives taxpayer money, is offering large corporate discounts while at the same time cutting back on discounts previously offered to seniors and students.” John M., a rail customer in California, adds, “I’m a veteran and a taxpayer, and my tax dollars help go to Amtrak. But they cut the (veterans) discount. Just when I need it most.”
The rail line also introduced a more complex pricing option in May, by launching 25 percent off on reservations booked 21 days before travel. The three-week advance fare is one of the most common and complex pricing “buckets” employed by airlines. More: Amtrak Acela leather seat covers to be re-purposed into luxury bags.• Ticketing. Lisa Beth, who travels frequently from New York City to visit family in Baltimore, has indeed seen changes in the last year, and some are positive changes: “I noticed a few months ago they reupholstered the seats and made them much more comfortable, what you would want on an airplane.” But she worries that stricter policies and fees are creeping in, and says, “I remember in the 1980s and 1990s, if I missed a train I would just take the next one. I had complete flexibility. Now it’s gotten more stringent. I noticed recently that if I canceled I could get an eVoucher, but if I wanted my money back I had to pay a fee. I worry that the rules will become even more overly restrictive.” Leocha agrees, stating Amtrak’s cancellation policy is now more “airline-like,” with penalties for most reservations canceled 24 hours after booking.
In addition, these penalties hit riders the hardest at peak travel times, just as the airlines do. As Mitchell points out, “A public, taxpayer-funded service should be cost-based and not discriminatory to those who subsidize it. Would the Internal Revenue Service get away with higher fees for citizens paying online at peak call times?”
• Seat comfort. In July 2017, just as Anderson was taking over, train junkies felt a shiver when they read here and elsewhere that the outgoing Amtrak CEO stated at the National Press Club that seats might start getting tighter: “We are looking at doing some creative things. There’ll be some other things that don’t make it quite as comfortable.” Those remarks prompted Sen. Chuck Schumer (D-N.Y.) to urge the rail line not to start on the “slippery slope” of “packing people in like sardines.”
Roomier accommodations on Amtrak was something that was addressed here with “Train or plane? Which is the better choice?” and “Tale of the tape ( film at 11 ): Amtrak is more comfortable than airlines.” Noted were Amtrak’s coach seats offer width of 23 inches and legroom “pitch” of 39 inches between seats, and much more in premium classes. Consider that the economy/coach sections of the Big Three Airlines – American, Delta and United – on workhorse Boeing 737s in domestic service offer pitch of 30 to 31 inches and width of 16.6 to 17.8 inches. Amtrak continues to offer much roomier seats, but the stats aren’t on Amtrak.com anymore, and don’t bother asking Julie, “Your Virtual Assistant,” because she’s not saying.
People for Urban Progress (PUP), an Indianapolis-based nonprofit specializing in advancing civic sustainability, has partnered with Amtrak to re-purpose leather seat covers from 20 refreshed Amtrak Acela Express train sets. Instead of heading to landfill, they will be transformed into luxury bags.
Amtrak images• Seating policies. Several riders have noted Amtrak offers another big advantage over the airlines: more liberal seating rules. As one mother of two young children notes, “I wouldn’t want assigned seats when I’ve got my kids with me.” In fact, some customers suggest that just as Amtrak has Quiet Cars popular with business travelers, there should be dedicated zones at no cost for travelers with special needs, seniors and families with young kids. There’s no question this would be a huge improvement over airline travel, since the DOT has failed to implement a 2016 congressional mandate for domestic air carriers to allow families with children under 12 to sit together at no additional cost.
Beth also loves the ability to get up and move around on a train – even the ability to move seats entirely: “Last week there was a woman on Bluetooth conducting a conference call right next to me. So I finally got up and moved. You can’t do that on an airplane.” Obviously switching seats won’t be an option if passengers are given designated seats. For those who question if this scenario is likely, it’s worth noting that in May Amtrak announced an assigned seating option for First passengers on Acela trains.
More: Amtrak now offering assigned seating on Acela first class• Baggage. Currently, the rules for what you can tote onboard Amtrak are much more liberal than any airline’s: Each passenger is allowed two personal items at 25 pounds each and two carry-ons at 50 pounds each, for a total of 150 pounds. Technically, there are restrictions on overweight bags and excess bags, but even the most frequent rail travelers can’t recall much enforcement.
But some frequent riders quoted on social media and rail blogs are worried the train line may tinker with this key advantage it has over airlines. As one notes: “The good thing is, you can fit your bag over your seat on Amtrak the way you can’t in an airplane. It would be really bad to start having fees for bags.”
A good barometer will be if Amtrak begins enforcing its existing baggage restrictions. As one anonymous rider in Chicago says, “It’s mission creep. Like changing the rules on the (Guest Rewards) program.” This customer noted Amtrak recently ended its partnership with Starwood Hotels.
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Time will tell ...
The next year may well determine how all those former airline executives intend to reshape Amtrak. Leocha believes the elimination of customer service agents at some stations is an ominous sign. “We are seeing the worst of airline customer service issues being introduced to the railroad experience,” he says. “The Amtrak Board of Directors and Congress have the final say on these changes, unlike the airlines where changes are made by executives with the needs of investors put squarely in front of the needs of consumers.”
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