If you’re wondering why the United States lacks a top-notch national rail system, just take a look at how Amtrak’s recent derailment was handled. Despite the service disruption between Albany and Buffalo, Amtrak’s website carried on as if nothing had happened. There was no mention of the incident, and their train tracker and Twitter feed provided conflicting information.
As reported by Patrick Tine and Lauren Stanforth of the Times Union, Amtrak’s spokespersons seemed confused and inconsistent in their updates. Initially, they claimed there were just some delays, but then contradicted themselves by stating that there was no service west of Albany at all. Shockingly, even two days after the derailment, this information was not reflected on their Twitter feed, which many Amtrak customers rely on for timely updates. Throughout the weekend following the accident, the railroad even suggested that the delays and cancellations had no connection to the derailment.
To make matters worse, there were no helpful suggestions for stranded passengers on how to reach their destinations. Amtrak failed to provide a list of alternative options like bus and airline companies’ contact details and websites.
Now, it’s important to note that the derailment was not Amtrak’s fault. The tracks belong to CSX, and it was a freight train that derailed between Amsterdam and Glenville. However, CSX proved to be even less helpful, as they did not respond to calls for information throughout the entire weekend.
But let’s dig deeper into this situation. Is this really how a railroad should be managed? The answer is a resounding no.
To put things into perspective, consider what happens if your electricity goes out in upstate New York. Within minutes, National Grid’s website provides an outage map highlighting the affected area, updates on repairs, and an estimated restoration time. This level of customer service should be the norm in the 21st century, rather than an exception.
The lack of transparency and helpfulness from Amtrak and CSX damages the image of a corporation that consistently operates at a loss. Taxpayers heavily subsidize Amtrak, with a Congress-approved budget of $3.6 billion for the upcoming fiscal year. Yet, House Republicans are proposing a drastic cut to $875 million, and Amtrak is seeking an additional $75 billion in federal support for a 15-year modernization plan. These funding requests are undermined when Amtrak fails to effectively communicate with the public.
We can’t say for certain whether this information blackout is a result of indifference, arrogance, or cost-cutting measures. If it’s the latter, Congress must ensure that Amtrak receives sufficient funding to effectively communicate with the public and holds them accountable for using that money appropriately.
Interestingly, even with this apparent lack of communication, Amtrak somehow managed to find the resources to release a press statement about a poll they commissioned, showing strong support for maintaining and investing in a national passenger rail system. This only underscores the importance of Amtrak prioritizing its passengers and the taxpayers who provide the necessary funds.
In conclusion, the Amtrak derailment incident highlights the need for improvement in communication, transparency, and customer service. If the United States truly wants a world-class national rail system, these issues must be addressed and resolved.
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