This review is only of my experience from the San Antonio, TX station to the Austin station.
We left the San Antonio station 10mins behind schedule which somehow turned into us rolling into Austin at 9:30am, 30mins after our scheduled arrival time.
The train ride is supposed to be 2hrs and we left San Antonio just after 7pm. I had been on the train for almost 20hrs at this point and the last meal I had on the train was at 6pm the previous day, so needless to say I was hungry and ready for the included breakfast. So we went to go and see if the dining car was open, when we were barked at by Lucius, the "Lead Dining Car Server" that it wasn't open yet, but he didn't give us a timeframe as to when the dining car would open, just that there would be an announcement. There was an announcement that the Cafe car was open, but that is a different car and the food it serves is not part of the included meal plan.
When 7:45 am rolled around and they still hadn't opened the dining car, we peeked into the dining car to see Lucius and the other waitress sitting down eating. I understand that employees have to eat, but for us with a short window to have our included breakfast (which has now dwindled down to almost an hour) before our final destination of Austin and the fact that 45mins since we LEFT the station had already passed, I was just at a loss for words that they chose that particular moment to sit down for their meals?
Finally, just before 8am, Lucius, who now had a full blown crowd on his hands, opens the dining car, but when we head to a table, he's like "You don't seat yourselves!"...seriously? We were literally the first people in the car, so it honestly should not have mattered where we sat. So he barks at us which table to sit at (on the previous legs of my 23.5hr train ride from Tucson to Austin that required dining room car seating, the server allowed us to choose where to sit and then would fill the table accordingly) and starts directing some other people to sit with us, when the two lovely ladies we met in the Lounge car say they'd like to sit with us and I inform Lucius (because he made a remark "You don't sit yourself at a restaurant do you?") that he may take it upon himself to dictate where we sit to make himself feel more important, but he was not going to dictate who we sat with.
We were the first table sat, but sat there for quite awhile before the waitress ever came up to us as Lucius decided he wasn't going to wait our table and proceeded to wait several other ones around us. Finally, our waitress shows up w/a look on her face and attitude like we were bothering her. I believe her name was Polly, but could not be sure as her name tag was hard to read. We fill out of meal forms for our sleeper car and sit there as she goes and passes them out to everyone else as well. Then she comes back and takes our drink and food orders. I am not joking when I say we waiting almost 10mins for our coffees and several other tables had theirs from Lucius before we did. Our waitress was literally nowhere to be seen before she finally showed up with a tray of drinks and turns to the table across from us to give them their drinks (they ordered well after us) before turning around, again with attitude, to give us our drinks. Almost 15mins later, we were still waiting for food when we see our waitress sitting down at a table at the end of the dining car...eating again!?! Our food finally comes out and we start to chow down because at this point we had just pulled into the San Marcos station and were told that there is only about 20-30mins before Austin.
I could not believe the level of service (or lack thereof) by both servers and their attitudes were honestly appalling, especially Lucius. When we had told him why we were upset about having to wait almost an hr for the dining car to open, he said "I'm in the dining car, I don't go by the train's schedule"...are you kidding me?!
Needless to say, I don't think I will ever be taking Amtrak from San Antonio to Austin again because if those two are staples on that route, I will save my money and avoid the arrogance and rudeness that seem to be acceptable on this route. read more