Amtrak is undergoing an RFP for a new generation of trains. As a frequent consumer of Amtrak services, I understand the importance of rail investment and the gravity of getting this significant capital expenditure right. These trains are 50+ year taxpayer investments that are vital to the region's economy and environmental future.
The current Amtrak fleet consists of outdated train cars that were designed long before modern conveniences such as laptops, smartphones, tablets, Starbucks, and today's connected work culture. Wi-Fi remains unreliable, passengers are often criticized for using their phones, food service lines are excessively long, and the point-of-sale system is slow and frequently inoperable. While improving train speed is a more complex challenge, there are several practical improvements that could significantly enhance the passenger experience.
Key Areas for Improvement
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Outdated Train Cars
The current train cars were designed before the digital age. The next generation of trains should reflect the needs of today's professionals, academics, and students who frequently travel throughout the Northeast Corridor. A more comfortable, technology-friendly environment should be a priority.
One of the biggest opportunities lies within the Café Car. Café seating is consistently in high demand, yet riders often struggle to find available seats and are limited to single-direction seating. Many passengers use the train as a mobile office, making booth-style seating far more ergonomic and collaborative for laptop work and meetings. Expanding café-style booth seating would greatly improve the rider experience.
Unfortunately, Amtrak's newest generation of trains—the Acela—actually reduced café seating instead of expanding it, moving in the opposite direction of what today's travelers need.
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Connectivity & Work Environment
Reliable internet access has become essential for modern travelers. Unfortunately, Amtrak's Wi-Fi remains notoriously unreliable, making it difficult for passengers to work during their trips.
In addition, passengers are often criticized for taking phone calls, even when they are not seated in the Quiet Car. This is unreasonable in an era where staying connected is expected.
Equally concerning: Metro-North still does not offer onboard Wi-Fi.
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Customer Service & Efficiency
Food and beverage lines are frequently long, highlighting operational inefficiencies. Amtrak's current point-of-sale system is cumbersome, unconventional, and significantly slows checkout.
Modern payment methods—including Apple Pay, Google Wallet, and NFC contactless payments—are still unsupported. If Amtrak hopes to improve service quality, outsourcing food service operations to experienced third-party providers should be considered.
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Punctuality
Amtrak trains continue to experience frequent delays. While some delays are unavoidable, trains have generally become slower over time.
Continued investment in rail infrastructure, maintenance, and equipment is essential if passenger rail is to become a stronger driver of economic growth and regional mobility.
Many of these recommendations also apply to Metro-North. Our railway system is critical to the economic growth and mobility of the Northeast. I have written to Secretary Pete Buttigieg, Senator Chuck Schumer, and Senator Richard Blumenthal to advocate for these improvements. With continued investment and public support, we can build a rail system that everyone can be proud of.
— Nate Stevens