AMTRAK’S
COAST STARLIGHT
RE-INTRODUCES REAL CHINA AND TABLE LINENS
Elegant dinner service aims to improve customer satisfaction
OAKLAND – Beginning today, real china, table linens and glassware are returning to
Amtrak’s popular
Coast Starlight
long-distance train to provide an elegant dining experience for
passengers and is the latest service change aimed at further improving customer satisfaction on
the west coast route between Los Angeles and Seattle.
The re-introduction of full china service —and the move away from disposable plastic
dinnerware— is one result of a comprehensive Route Performance Improvement (RPI) analysis
undertaken by Amtrak to enhance Coast Starlight
customer service, product quality and market
performance.
“Amtrak listened to what passengers were telling us when they said ‘a premium train
service deserves a premium place setting for meals—not throwaway plastic’,” said Brian
Rosenwald Chief of Product Development. “We are committed to customer satisfaction and in
favor of eliminating plastic in favor of ‘green’ alternatives wherever possible.”
Fiscal year 2009 was one of the most successful ridership years for the
Coast Starlight
,
welcoming over 432,000 passengers, a 22.3 percent increase over the previous year. Customer
satisfaction scores during the year also showed improvement, with 83 percent of customers
ranking
Coast Starlight
service as excellent, up from 79 percent in fiscal year 2008.
The RPI analysis has resulted in Amtrak making other changes to
Coast Starlight
service.
For example, sleeping car passengers may experience the Pacific Parlour Car, a lounge venue
featuring alternative meal service, specialty coffees, a daily wine tasting, and private movie
theater. In addition, Amtrak upgraded sleeping cars, enhanced room service, and re-trained
employees to focus on high-level customer service delivery.
Other Amtrak trains that feature full china service include the
Empire Builder
(Chicago –
Seattle/Portland), and
Auto Train
(Lorton, VA. – Sanford, FL).
February 9, 2010
ATK-10-014
Contact: Media Relations
510 238.4360
