Analysis: Capacity Crunch Dominates Discussion at Amtrak's Public Board Meeting

NEW ORLEANS Amtrak's board members gathered in New Orleans on Thursday for their annual public meeting, the only session each year where management and board members answer questions directly from passengers and the public. Since the inaugural mandatory meeting in St. Louis in 2022, these sessions have allowed attendees to raise operational concerns, both in person and online, following presentations by Amtrak leadership.

Capacity Concerns Discussed

Amtrak management highlighted the companys fiscal 2025 performance, but Chief Commercial Officer Eliot Hamlisch noted that ridership in October 2025 declined slightly, by over 1%, due to delays in rolling out the NextGen Acela trains. November numbers improved, partly because of disruptions in air travel.

Board Vice Chairman Joel Szabat emphasized that even with the addition of more NextGen Acela and new Airo trainsets next year, overall passenger capacity will remain below levels seen at the start of last year. When asked by board member and former FRA Administrator Ron Batory about near-term capacity risks, Hamlisch pointed to the Northeast Corridor as the area of greatest concern. No updates were shared on the procurement of single-level or bilevel long-distance trains, which remain in preliminary stages.

Board member Elaine Clegg raised questions about expanding long-distance service. Chief Financial Officer Costin Corneanu explained that Amtrak is focusing on optimizing capacity on long-distance routes to limit losses while using revenue from high-demand corridors to offset them. This approach explains why the Coast Starlight has operated most of the year with only two coaches, turning away passengers.

Blue Sky Customer Satisfaction Initiative

Hamlisch introduced a new method for measuring Customer Satisfaction Index (CSI) goals, dividing them into Blue Sky experiences, when trains run on time, and Non-Blue Sky instances, when delays occur. Currently, overall CSI scores, which factor into executive bonuses, target 80, a level not yet achieved. The new approach sets 2026 goals at 90.6 for Blue Sky and 65.9 for Non-Blue Sky, with varying targets by service type. Hamlisch noted the aim is to assess passenger satisfaction during ideal operations, focusing on cabin comfort, service, and hospitality. It remains unclear whether this will affect executive compensation.

Additional Updates from the Meeting

• Loss of shunt issues: Operations VP Gery Williams shared that truck-mounted antennas are being built for Midwest Chargers and received FRA approval in October, though no installation schedule was given.
• Sidelined Horizon coaches: Amtrak President Roger Harris reported that a limited number of coaches are undergoing repairs, with the first expected to return to service in early 2026, while noting safety limitations for older equipment.
• Wrecked equipment: All serviceable out-of-service trains are being repaired for a return to service.
• Printed timetables: Amtrak will continue relying on dynamic online schedules instead of PDFs, due to constantly changing service patterns, although external sources like the Rail Passengers Association still provide downloadable schedules.
• Dining service updates: Traditional and flex dining options on select long-distance trains are under review, with no specifics released.
• Charger locomotive reliability: Amtrak is working with Siemens and state partners to improve reliability and field troubleshooting, aiming to enhance response times for passengers.
• Daily Sunset Limited: Plans to move to daily service are pending guidance from the FRA's long-distance study framework.

Sources:

• Capacity crunch a main topic at Amtrak's public board meeting: Analysis