Amtrak eliminates customer service rep. position


At the Marshall Amtrak station, changes are being made for the experience of passengers – that will bolster their workload. 

“I don’t quite understand where Amtrak is going with this,” said first-time passenger James Robertson. “There won’t be any customer help. Other words, it’s on you.”

The Amtrak corporate office says their budget calls for cuts in different areas – including the customer service representative position. As of now, the only communication between buying a ticket, checking in baggage and getting on the train would be an electronic kiosk and minor security. 

“You can have your questions answered,” said Bernard Clayton, a rider of 40-plus years. “You can get directions. You can get additional information. All of that is so important, not having to speak to a machine.”

The Marshall Board of Directors says this change may not be permanent. 

They had a petition signed by more than 700 people asking for the position to not be eliminated. They sent it to lawmakers, but they still have yet to get the decision reversed. 

“[Amtrak is] moving forward with the change,” said board member Christina Henderson. “But, we are continuing to try to persuade them so maybe in the future.” 

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