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Report File
Date Issued
Submitting OIG
Amtrak (National Railroad Passenger Corporation) OIG
Agencies Reviewed/Investigated
Amtrak (National Railroad Passenger Corporation)
Report Number
OIG-A-2025-009
Report Description

Our objective was to assess the company’s efforts to provide high-quality customer service to passengers with disabilities.

 

We found that although the company has ongoing efforts to improve the service it provides to these customers, it faces challenges in two key areas. First, it does not have an overarching strategy with goals, metrics, and priorities to guide its efforts to improve customer service to passengers with disabilities. Second, it does not have full visibility over the quality of service it provides to passengers with disabilities because it does not regularly analyze key data that could provide insights. 

 

Without a strategy informed by relevant data, the company may not be focusing its resources on improvement initiatives with the highest potential impact. Further, it could be exposed to unnecessary financial, reputational, and legal risks from service that does not consistently meet its standards. Given the company’s limited visibility over the service it provides to passengers with disabilities, we assessed the customer experience and identified three areas where it has opportunities to improve: (1) interactions with customer-facing employees, (2) communication of essential travel information, and (3) access to onboard amenities.

 

We recommended that the company develop an overarching strategy and analyze the data necessary to measure its service quality. It should also implement plans and processes to address challenges in the three improvement areas we identified.

 

Report Type
Audit
Agency Wide
Yes
Number of Recommendations
6
Questioned Costs
$0
Funds for Better Use
$0
Report updated under NDAA 5274
No

Open Recommendations

This report has 6 open recommendations.
Recommendation Number Significant Recommendation Recommended Questioned Costs Recommended Funds for Better Use Additional Details
1 Yes $0 $0

Develop, document, and implement a strategy with clear goals, metrics, and priorities to guide efforts for improving customer service to passengers with disabilities. This strategy should also clarify roles and responsibilities, including how the relevant departments should coordinate on accessibility issues.

2 Yes $0 $0

Strengthen and document a process for collecting, tracking, and resolving all accessibility-related complaints—including defining timelines for resolving them—in accordance with federal regulation.

3 Yes $0 $0

Begin tracking and using other relevant data sources to improve visibility over the quality of the company’s customer service to passengers with disabilities and to inform the strategy it develops.

4 Yes $0 $0

Formalize a process to regularly train all customer-facing employees and supervisors on interacting with passengers with disabilities in accordance with federal regulation. This should include clarifying the responsibility for enforcing this requirement and which employees and supervisors should receive training.

5 Yes $0 $0

Establish and document a process to ensure that the company fully considers passengers with disabilities in any efforts to improve the communication of essential travel information.

6 Yes $0 $0

analysis, develop a proposal of any potential improvement options and submit it to the Executive Leadership Team for consideration.

Amtrak (National Railroad Passenger Corporation) OIG

United States