In reading the passenger complaints, perhaps the most disconcerting is that they felt that the on board staff did not keep them informed. This seems to be a common theme on this board. Do on board staff receive any kind of "customer service" training? Or is being rude and inconsiderate requirements of the union contract?
Pastor Dave
I take offense to your anti-union comment, as a union member for 42 years and representing Amtrak employees(not OBS, but have worked with them) for 25+ years.
All OBS employees do receive "customer service training" the problem seems to be that our society demands instant gratification. They have to have an answer now even if there is not an answer at that point in time.
If passengers need to be bussed it is not a simple wave of a magic wand and the busses just appear right next to the train. It takes time for arrangements to be made. In one recent example the BNSF sent 2 engines to pull a train out of o two story drift that was on the BNSF tracks, this took time to prepare the engines, get a crew and arrive at the scene. Then the crews of the two trains had to coordinate as safe move. The engines were then added to the front of the Amtrak train only to get stock again. So the whole procedure was done again with another BNSF rescue engine.
I am sure that if you were a Conductor, LSA, or coach attendant that is just as stuck on that train you might lose your patience after being asked and some times screamed at many, many time "When are we going to move?"
This might even test the patience of Job.