Empire Commuter: Don't try your own medicine

The latest issue of Arrive, Amtrak's magazine for their passengers in the Northeast, has a fascinating article, Service Agreement, which describes how:

In the face of growing competition, consumer skepticism and shrinking brand loyalty, many companies are taking a renewed look at customer service -- and the results are taking off.

Of course Amtrak is a monopoly so competition isn't an issue -- which might explain why five passengers headed for Rhinecliff ended up in Albany on my train last night. The PA system wasn't working, the Rhinecliff station is pitch-black at night -- no sign is visible -- and the conductors couldn't be bothered to walk through the cars and announce the stop.

Is that "service with a snarl" or what?