In the age of steamers, a steamer trunk needed its redcap.
This is not whom Acela, nor any of its staffing should be targeting.
Since the mid 60s (only a few years before A-day) and accelerated by Airline Deregulation, luggage has gotten progressively more mobile. Somehow between rollerblades and folding scooters, cheap, sealed-ball-bearing wheels can be fitted to anything that's too big for shoulder straps. The trend is clearly to self-service luggage:
1) light molded plastics or canvas shells replaced heavier materials
2) Backpacks and canvas gym bags replaced briefcases
3) Midside-and larger bags gained wheels (first 2 wheels & and retract/extend handles)
4) Wheels got bigger diameter, then went to 4 castersf
5) Now scooter bags*
6) Soon self-propelled**
A look at actual Acela passengers
sees most bags having either
+ Dual shoulder straps, like a backpack (which are now fully-accepted as business-trip luggage)
+ Single shoulder sling, like a gym bag or courier bag (originally mocked as man-purses)
+ Wheels-and-retractable handle. (roller bags / roll-aboards)
Sure, staff the NERs for guy-with-one-big-garbage-bag or a 1960s jumbo American Tourister with no wheels, but for heavens sake don't design the Acela or its processes for that.
The High Speed Corridor train of 2022 needs to have it is service elements centered on how its customers--(downtown-to-downtown, work trips) actually travel--which is light and mobile--airline or bus style, not sleeper or steamship style.
Look, the labor has been taken out of all kinds of things that went self-service or no service with the full-throated approval of consumers: shoes that don't need a shoeshine, Internet search instead of 411 or yellow pages, many retailers having self-checkout, Printing you own ticket, Express pickup of rental cars, bags you can handle yourself. Plan on it.
The design brief should be: how can we reduce friction and staff at the same time?