Re: The big problem

John, after reading your post I have to wonder how many times the "reservation system" was blamed for the booking problems that were probably caused by carelessness, ineptness, or the old favorite, didn't give a damm!
I am well aware of the problems caused by outsiders coming to a small town and trying to tell the locals how to run their business's. But the outsiders know what the other "outsiders", (tourists) expect in services.
Unless ALL parties are held responsible for their part of customer service, no improvement is likely to happen. The local business people want to blame the railroad for their thin wallets. But if they are honest with themselves, the had better get out the mirror when they go looking for someone to blame.