Welcome to the Amtrak Customer Advisory Committee (ACAC), a volunteer organization that represents the needs and concerns of the traveling public to Amtrak management.
The committee was established in 1997 to establish and maintain consistent and responsive communications between Amtrak and its customers, improve the quality of service from the customer's point of view, provide an avenue for direct input to management about customers' perception of service, and facilitate inclusion of customer observations into service monitoring and modification.
Whether the issue is safety, service or travel for passengers with disabilities, the ACAC is structured to give immediate, informed feedback from the customer's perspective to management.
The ACAC comprises a group of 25 volunteers that represent the diversity of Amtrak customers from every corner of the United States. The committee acts as a customer service and product focus group meeting throughout the year with Amtrak senior management to ensure that the voice of the customer is heard.
Amtrak Customer Advisory Committee members are among the most active of the railroad's passengers. Members are frequent Amtrak riders who commute daily between major cities on Amtrak and/or travel across country several times a year. Members observe all aspects of their journey and provide Amtrak with feedback on their trip. In addition, they serve on regional service committees that focus on specific issues or markets.
Because the work of the Advisory Committee is just that, advisory, the work of the group is accomplished in close collaboration with Amtrak management.
Notable accomplishments resulting from the partnership between ACAC members and Amtrak include: The Quiet Car; The Customer Service Employee Recognition Award; audio, video and live presentations to enhance employee customer service and sensitivity training; daily internal Customer Service Tips of the Day; Accessible station recommendations; Food and Beverage Options; Late Train and Bus Substitution Protocol; and recycling initiatives.
ACAC members also participate in community outreach activities in their communities.
Passengers with comments about Amtrak service, policies or other matters should e-mail Amtrak directly or call 1-800-USA-RAIL and ask to speak with a Customer Relations representative.
For more information about ACAC, send a note to ACAC@amtrakcustomeradvisory.org.