Amtrak Downeaster

I’ve been using the Downeaster for 15 years. I was onboard the very first train when the service began in 2001. I advocated for the service for several years before that. It’s not easy, therefore, for me to post a 2-​star review of this service — but I’d like to be honest about it in hopes that some of the deficiencies can be corrected.
Over the past few years, even before the maintenance meltdown that happened last year, the quality of the service seemed to be in decline. Not just on-​time performance, but also customer service. I suspect that several of the current conductors are former MBTA Commuter Rail folks who were exiled to Maine. They range from uninterested to downright rude, which is a stark contrast to some of the Downeaster conductors from the early days of the service who were very friendly and helpful.
NNEPRA, the quasi-​governmental Maine agency that manages the Downeaster, has also gone downhill when it comes to customer service. They don’t answer emails, they rarely return phone calls, and when they do it’s just the usual «We’ll bring this to Amtrak’s attention, sorry for the inconvenience.» Not good enough. The buck stops with you, NNEPRA. This is your service. It’s your responsibility.
Five years ago, if a friend or relative asked me «What’s the best way to get to Boston?» (or from Boston to Maine), I would’ve enthusiastically replied «The Downeaster!» without even a split second of hesitation. I’m not able to do that anymore. I despise the bus for trips more than 20 minutes but I now tell people to take the bus, because it’s more reliable and the customer service is better. It pains me to do that, but I’m not going to subject people I care about to multi-​hour delays and employees who are rude or borderline abusive.
Speaking of the bus, I want to comment on some of the complaints I’ve read here about the location of the Portland train station, which is also where the Concord Coach/​MegaBus station is located. Yes, it’s a utilitarian station and it’s not in the center of downtown, but it really isn’t difficult to get to downtown or the Old Port from the station. Portland’s public bus service, known locally as The Metro, stops at the train station every 30 minutes or so. I think they’ll even give you a free Metro pass on the Downeaster, so that’s certainly a great option if you’re on a tight budget, and presumably if you’re taking the train you’re not afraid of public transit. If you can’t wait 30 minutes or you don’t want to use the bus, there are usually dozens of Über drivers no more than 5 minutes away who will gladly pick you up and take you to your destination. If Über’s not your thing, you’ll generally find at least half a dozen taxi cabs ready and waiting at the station. Many of the local hotels offer a free shuttle; you just have to call and ask. In short, there are numerous ways to get from the station to wherever you’re going, and some of them won’t even cost you anything.
As far as the station building itself, there will be a new one in a few years as part of the Thompson’s Point redevelopment, but it will be in the same general location. That’s unfortunate for folks who want to step off the train and walk to their destination, but I have to commend NNEPRA for undertaking a comprehensive study to figure out where the new station should be located. Ultimately, for a variety of reasons, Thompson’s Point came out as the most feasible location.

I have taken a train, in one form or another, most of my life. For more than 30 years I had to depend on a train to get me to work and home again. Delays and even cancellations are nothing new to me. The Amtrak Downeaster is a lovely diesel train ride starting at Boston’s North Station, through New Hampshire and ending in Maine; Portland and limited service to Brunswick.
The ride is relaxing and comfortable. There is a snack car and a business-​class car, if you don’t mind spending a bit more. The coach trip is a good value and, when running on time, convenient.
As an added convenience, Amtrak offers free Wi-​Fi and electric outlets.
The train crew has always been helpful and friendly.

What a mellow way to get to Maine. I went to Portland for a day trip and was totally relaxed by the time I got there. The conductors were so friendly. I highly recommend this very civilized way to travel.

If you care about timeliness, stay away from this service. I have been on this train several times and we were always late. I took the train to Boston last week and we were an hour late. The train arrived late to pick us up and one of the female train attendants told us, «we are running about an hour late, we won’t be making up time and if you are looking for timeliness then the train isn’t a good option for you.» No apologies for inconvenience. It didn’t matter to me but people that actually «needed» to get somewhere, it must have been a problem.

I write this review from onboard the Amtrak Downeaster.
My 2 hour train ride is quickly turning into a 3 hour train ride, and I’m not even going as far as Portland. I understand that there are delays and construction delays, etc, but Amtrak apparently knew about this construction would be occurring and could have let everyone know through their text/​email alert system.
That being said, its typically a pretty great value, and extremely comfortable. Wifi, café carts, power outlets. SO much more comfortable than a bus ride (and usually cheaper or the same price than some Megabus/​Boltbus routes).

Worst ride ever. It was supposed to be 2.5 hours from Boston to portland. They did say there was an hour delay due to track repair so when one hour turned to two making for a 4.5 hour train ride for less than 120 miles I am not happy and would never ride this train again.
Braving Boston traffic is way better then this.

Do not ever take the amtrack downeaster thinking it will be better than sitting in traffic. Every time we take it… extreme delays!!! EXTREME! Sick of this crap! The yrain just plain s*cks!

I have taken the Downeaster from Portland to Boston about 12 times in the last two years, and ride «business class.» There are frequent cancellations and delays.
The worst was when, last year coming back from Boston on a cold night, the train got stuck in NH because of a disabled train up ahead. We were told that the delay would be about an hour. Then they told us that they would be sending buses to take us to our destination so I told my husband not to come and get me.
About an hour after that they kicked us off the train with NO buses. That’s right. I called my husband and he drove down and gave me and some other passengers I had just met a ride to Portland. Thankfully there was an open restaurant within in walking distance from the train so we didn’t freeze while waiting.
I did get a $ 50 credit to use towards my next trip but I haven’t taken one since. I think their customer service is terrible.

EXTREME delays during track repair May to July 2015: AVOID !! Tonight’s train from Boston was 1 hour and 24 minutes late, a 50% increase in expected transit time. Very disappointed this is not communicated to the passengers when ticket is purchased.

The Downeaster is really great in a lot of ways, especially if you have no time constraints. I appreciate the fact that it exists at all and that the seats are comfortable, there is wifi, and it is certainly better than dealing with traffic and bad weather. I also understand that, while I would like the schedule to suit my reverse-​commute needs better, there is only so much one under-​funded train line can do.
But, the delays and poor communication have reached unacceptable levels. Sure, during the terrible weather this winter we all had to suck it up and deal with inconveniences. Totally understandable. However, even when there is not winter weather, for example during the summer, spring and fall, the train runs at a minimum 20 minutes late and often much, much later. This is just not okay for people who try to use the train to commute. Of course things happen that are out of the Downeaster’s control, but it seems like those things happen every time I ride (two or three times a week). The text «alerts» that you can sign up for are useless, notifications about delays usually come far after the train is supposed to have arrived, or from the conductor after the train has already pulled out of the station. Sometimes I find myself searching their Facebook page for information when it’s not posted anywhere else.
I guess what I’d like is a more honest and realistic schedule (if it always takes 20 minutes longer than the current schedule then a new schedule should reflect that), or if there are going to be massive delays I’d like to know before I get on the train so that I can make other arrangements in order to get to work on time. I don’t think that’s too much to ask for someone who is a regular customer and would go out of her way to take the train when possible.

Who cares about wind and snow, go Amtrak. If you can go. WiFi, café, big seats, warm… The train was delayed but let’s just say, the service was great and this winter has been BRUTAL to say the least.
For those folks who complain about delays and getting stuck in snow and how dare the staff not clear the way for you. …go be a frikin princess and get a limo. I would like to see YOU shovel or clear snow from the train tracks. Lazy complainers!
(This goes out to some gal who was a bit miffed she couldn’t make her Valentine’s Day dinner in Boston. LIFE HAPPENS!!! Yes, I shovel tons of snow, but I feel sorry for all the workers in town and for Amtrak who have worked non-​stop to help us, YOU AND ME, get around, so quit whining)
Anyways, the lovely staff folks on the train were exasperated with the delays too as they are human. But they were nice, helpful and we, the customers, were understanding. We take Amtrak as often as we can. We love it.
For their delays, they gave each of us a one way voucher. So, next time I go to Boston, I can go for FREE. So how nice is THAT!
Of course, hopefully, Mother Nature will be a bit more kind.

I love the Amtrak Downeaster for its awesome schedule and wonderful seats on the train. The wifi and amenities are well worth the price. I have tried to give this train the benefit of the doubt because of how much I love and appreciate the service.
However, On ALL occasions (whether its from Haverhill to north station or vice versa), the train has ALWAYS been delayed at least 1 – 1.5 hours WITHOUT notification. Why even BOTHER signing up for the delay notification if it doesn’t work! As you can imagine, this becomes very frustrating when trying to get to work on time.
When I called customer service, they are never helpful in trying to get refunds. They will find EVERY excuse in the book to not award some kind of refund (whether it be transferring the ticket for another day or for credit on Amtrak). No body ever seems to know why the train was delayed. and when you tell them that you love the service but it always fails, they simply make you feel like a bad person for even questioning them! Apparently, its ALWAYS the guests fault with the Downeaster.
After doing some research on WHY my train could possibly be late, I find that it has everything to do with a person being struck by one of the trains. Seriously? not once. but TWICE! I should have known better the first time.
I am sad to say, I will NEVER take this service again (not to work, not for pleasure). No one has ever been helpful. They will NEVER alert you to a delay. Nor will they even be apologetic for it. This has truly been the worst service I have ever received. Completely unreliable and apparently now safe either. Keep up the atrocious work Downeaster.

If you are ok with delays, delays and MORE delays then this actually is a very pleasant way to travel between Southern Maine and Boston. I just find it ironic that the bus (concord coach) is more reliable. I have traveled this route numerous times and honestly, I can not recall an instance when we have arrived at either destination (Portland or Boston) actually on time, summer or winter. Also, they do not bother to update the webpage or the customer service people with known delays (hello track work for the last 3 months has YET to be online despite the entire crew being aware that we will be anywhere from 20 minutes to 1.5 hours late). If they could get their act together this would be an awesome way to travel, as the crew are usually top notch and the local fair (food and brew) really add to the experience. Al

This is my preferred way of travel between Boston and Portland. Let me explain.
Pros: Beautiful tree & water-​lined view. (Sit by the right window going north and the left window going south for best views). Mostly working Internet access. Comfortable seats. Room to stretch and walk around. Pretty good food and plenty of drink. For me, it’s been on time for 10 or so roundtrip jaunts except during winter snowstorms (and then I always take it over the bus as I trust it more).
Cons: Three of the the six café cars are always filled with Amtrak employees so it’s hard to sit anywhere but your seat. The Portland amtrak station is away from the town. There aren’t many trains a day so if you miss one you’re out of luck. This train ends at Boston North, so if you need to go to Boston South or to the airport you got to do some additional navigating.

There are a few ways of getting to Boston. I think the Downeaster is a great way to do it, but it needs better reliablity. The price of the ticket is pretty reasonable. The cars are spacious (relative to a bus) and comfrotable. The problem is, the train is pretty unreliable. The times I’ve ridden, it’s never arrived on time and has been up to 1.5 hours late. The train also seems pretty packed. They’ve turned non-​ticketed passagers away. It would be nice if they added more trains/​cars.

Portland’s train station is out of the way and a ways from the city itself, and you’ll have to make do with vending machines, but it’s clean and straight forward. I had to hang out here for 2 hours when I transferred from bus to train in my Brunswick, Maine adventure. Of note, for future reference for you and me, there is a bike rental! I shall make use of this next time.
Re: the Downeaster itself — I LOVE being able to catch a train and spend a night in an exotic city in the north! Love it! The business class does give you a slightly bigger seat and a beverage, but it does NOT guarantee a quiet ride, since (as we all know) New Englanders in general, and Bostonians especially, are oblivious to anyone around them. So my ride up to Brunswick was great! Quiet, peaceful, I enjoyed the scenery outside the window. My ride back to Boston had the Loud Family in back with a loud child loudly proclaiming things and her father loudly talking on his cell phone at full voice. And directly behind me were two women who decided the business car was their actual office, in which they could carry on LOUDLY discussing every item of business and hold loud phone calls for 2 freaking hours. Really? Why I didn’t suggest they carry on in the café car is something I definitely regret, but why didn’t the conductor do something? New England rudeness is something I will never ever get used to as long as I live here.
I took advantage of the wi-​fi and watched something on my iPad the whole ride back, because there’s no way I would have been able to read.

This is a no hassle sweet-​ass ride. We went from one end to the other and man was it nice. Loved the people in the dining car, it was quiet, real clean and chairs were super comfy.
Buy your ticket in advance tho– we had, but apparently a bunch of people just hoped on expecting to buy a ticket and the train was sold out both times…

I bought one way ticket to Portland Maine at north Amtrak station for the 9:05 departure is almost two hours and half to get there a Amtrak worker provided me information how to spend my day at Portland by giving me the bus map, tour guide, and free bus ticket to get downtown Portland Main Street and shore this was a walking day
back to Boston i bought the bus ticket for the 5:00 pm departure which one took less than two hour to the south train station in Boston movie, chips, water were included

Great service mostly always on time friendly conductors. The bar car is a plus complimentary beverages in Business Class. The only way to go. I always take business class when on a trip on Amtrak. Leaving Old Orchard Beach for Boston and beyond.

Took the Downeaster from Boston to Portland. Delays are unavoidable, but Amtrak handled them very poorly. The train smelled on both parts of my round trip. Andddd the food car was empty, except for a sad breakfast sandwich.
Amtrak did not send us an email to warn us about train delays– I just stumbled across the info on their site. The web page was unclear. It said the trains were 45 – 90 minutes late arriving in destination cities, but didn’t say if they were departing late or on time. It gave a number to call for more info. I called it and got an automated machine that couldn’t understand what I was saying. (For the record, Amtrak, I’m a native English speaker. If your machine couldn’t understand me, you can be sure that a customer with an accent is totally screwed.) Googled the number for a human (1−877−444−4773) but the estimated hold time was nearly an hour. Emailed the customer support… Pleasantly surprised that I got an email response within a few hours, but it was just a copy/​paste of the original web page that I got the email address from. Useless. So I went to the train station on time. The train was listed as on time until it 15 minutes before departure, when they posted a 45 minute delay. At least if they’d done that from the beginning, I could have grabbed food from nearby.
All of the cars smelled strongly. The smell was like an industrial bathroom cleaner. But, no matter how far away from the restroom I was, I couldn’t get away from it. This was the case across every car, both on the way to Portland and back to Boston.
Finally, the amtrak station location in Portland sucks. Clearly, you’ve taken the train, so you’re depending on walking or using public transportation to get into the city. But the train station is really too far to walk (with luggage) to most of Portland, and there isn’t any shuttle.
It’s probably better than driving, but still a crappy mode of transportation.