31 replies to this topic

[Steve4031]

I was not let into the metropolitan lounge on a coach ticket. I know I had the old card but in computer age this could have been addressed easily. The lounge was not crowded nor was the agent busy. Select plus does not mean much in Chicago.

[The Davy Crockett]

IIRC, they should have been able to look you up online - ESPECIALLY if you had your old card! I mean, give me a break, its the first day after your old card expired

I've noticed a bit of a bad 'tude from the folks at the Metropolitan Lounge desk before - but not from the folks at the luggage check, as they've always been good. I think you should call customer service on this one.

[amtrakwolverine]

Wasn't Tim was it LOL.

[ColdRain&Snow]

I suppose they got you on a technicality, but it's nonsense all the same. As one of Amtrak's best customers, the attendant should have courteously confirmed your S+ status and welcomed you in.

Last week, though I had a sleeper ticket, I instead used my S+ card to test for any bad 'tude at the desk. Timothy was the attendant, and after taking my card and looking it over, he appeared to be a bit befuddled and then said to show it if I reentered the club. But had I met any resistance, I would not have taken no for an answer since S+ members are unequivocally entitled to Metro Lounge access. But I am sorry that this happened to you and hope you will report it. 

[amamba]

I would call and complain.

[AlanB]

I suppose they got you on a technicality, but it's nonsense all the same. As one of Amtrak's best customers, the attendant should have courteously confirmed your S+ status and welcomed you in.

No, that wasn't a technicality at all!

Yes, I understand what you mean and in some sense you are correct. However, one of the new features touted by AGR when the moved things in house is the fact that if a person provides last name & phone number, then any agent can look up that persons AGR account in the computer, confirm the status if you have it, and grant you access if you forgot your card.

So Steve, that agent was wrong! They even had more info than they needed and could easily have looked up your status to confirm that you were still Select Plus this year. And that is precisely what they were supposed to do and are required to do! Call & complain!

Heck, my mom qualified for Select Plus late in December 2010. So late that she did not of course get a 2011 kit. We took too a trip to Boston on Acela the second weekend of February, before the new 2012 kits arrived. Mom got to the train station before I did, went in and showed her Select card. The very nice agent, Joyce (who is pretty good IMHO), used that card to look up mom's account and saw that she did indeed have Select Plus status now and admitted her to the CA. And mom didn't even have the tickets or the reservation info; I had that.

So again, that Metro Lounge attendant was 100% wrong in what they did!

[ColdRain&Snow]

Could it be a training issue for Chicago because they don't see S+ Cards very often? No excuse there, but I just wonder what the heck is going on. My test of sorts was spawned by a post I read at another site where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak! He said this same thing has happened before too. Based on the look I got when I handed the attendant my card, I don't doubt his account one bit. 

[hessjm]

Could it be a training issue for Chicago because they don't see S+ Cards very often? No excuse there, but I just wonder what the heck is going on. My test of sorts was spawned by a post I read at another site where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak! He said this same thing has happened before too. Based on the look I got when I handed the attendant my card, I don't doubt his account one bit. 

I know that Tim sees one S+ card at least once every two weeks! To be fair though, the cards did change a bit this year and I took a minute to notice the changes when I received my new one. That may have been the first new one presented to Tim and he needed to spend a moment looking it over.

[ColdRain&Snow]

Could it be a training issue for Chicago because they don't see S+ Cards very often? No excuse there, but I just wonder what the heck is going on. My test of sorts was spawned by a post I read at another site where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak! He said this same thing has happened before too. Based on the look I got when I handed the attendant my card, I don't doubt his account one bit.

I know that Tim sees one S+ card at least once every two weeks! To be fair though, the cards did change a bit this year and I took a minute to notice the changes when I received my new one. That may have been the first new one presented to Tim and he needed to spend a moment looking it over.

If that were the case, it would further highlight the need for better training at Chicago. Since S+ cards are one of the few currencies for entry into the Metropolitan Lounge, the attendants should be completely familiar with them long before passengers begin presenting them (i.e. if card was redesigned). If attendants are asking S+ cardholders if they've ever traveled on Amtrak before and/or fret when presented with the card, some basic training has clearly been neglected. That they would not extend the basic courtesy of looking up the OP's program status and deny him entry instead is an unforgivable contravention of basic customer loyalty program principles.

I don't fault any one Metro Lounge attendant but see this as another area where Amtrak could and should make some simple course corrections in the name of better customer service.

[amtrakwolverine]

You could have all the training in the world and you would still hit a bad apple that's too lazy to do there job and refuse to look up the status.

[The Davy Crockett]

Could it be a training issue for Chicago because they don't see S+ Cards very often? No excuse there, but I just wonder what the heck is going on. My test of sorts was spawned by a post I read at another site where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak! He said this same thing has happened before too. Based on the look I got when I handed the attendant my card, I don't doubt his account one bit.

I know that Tim sees one S+ card at least once every two weeks! To be fair though, the cards did change a bit this year and I took a minute to notice the changes when I received my new one. That may have been the first new one presented to Tim and he needed to spend a moment looking it over.

If that were the case, it would further highlight the need for better training at Chicago. Since S+ cards are one of the few currencies for entry into the Metropolitan Lounge, the attendants should be completely familiar with them long before passengers begin presenting them (i.e. if card was redesigned). If attendants are asking S+ cardholders if they've ever traveled on Amtrak before and/or fret when presented with the card, some basic training has clearly been neglected. That they would not extend the basic courtesy of looking up the OP's program status and deny him entry instead is an unforgivable contravention of basic customer loyalty program principles.

I don't fault any one Metro Lounge attendant but see this as another area where Amtrak could and should make some simple course corrections in the name of better customer service.

I disagree. While I understand your point, and better training is probably needed, there is such a thing as learning on the job - by doing. Some people are either incapable, or just plain refuse, to learn and grow in a job.

To me, from my own experiences, and what has been said here, I question the ability and/or motivation to do the job correctly of whomever is behind the desk in the Metropolitan Lounge in these situations. They may be friendly to some, espeially folks they get to know, but their job is much more than that.

Bottom line is that a complaint to customer service needs to be made, and let the chips fall where they may. I know when I've called, I've heard it said more than once, that they are glad for the feedback, because if they don't know there is a problem, they can't try to fix it. Be it training, management, or the employee behind the desk, there is a problem when a company's best customers get treated so shabbily.

Edited by The Davy Crockett, 03 March 2012 - 12:43 PM.

[Steve4031]

Calling customer service? Why?!!!! In my experience it is useless. I called and sent letters on a much more serious issue last summer when I experienced hostile service on the Texas Eagle. I never received a response. IMHO right now Amtrak can take the select plus card and place it someplace where the sun doesnt shine. I will continue to ride trains because I enjoy it.But why go out of my way to earn extra points when the employees in Chicago just don't care.

I tweeted about it too. Of course that nitwit said call customer service. I don't really want points or vouchers everytime something goes wrong. However, last summer, I was really crapped on by that LSA. I think I deserved something. Even amtrak management never responded to my letter. I am sure they are overwhelmed. But this was a pretty bad experience an I believed I should get some consideration. I tell you if I ride the TE again and see that witch on there, my trip will be ruined from the start. I know this is a completely different issue, but the pattern of non responsiveness to customer service is the same.

I'll go find the new card when I get home, and use the priveledges for the rest of this year. But if I don't make select plus, oh well. I don't think they really care at this point.

[ColdRain&Snow]

DC - Can you be more clear -- what is it that you're disagreeing with? 

You're missing the boat on the point I was making. If an attendant is asking a passenger who is presenting their S+ card whether they have traveled on Amtrak before, it implies that the attendant doesn't comprehend what S+ cards represent. This is a training issue.

Moreover, if an attendant looks befuddled when he's presented with an S+ card, that implies that it is almost surely attributed to his unfamiliarity with the card. Again, this is a training issue.

Let's not confuse this with rocket science as it's an awfully simple and correctable problem for Amtrak to address.

Edited by ColdRain&Snow, 03 March 2012 - 01:04 PM.

[the_traveler]

where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak!

That statement alone shows that better training is needed! Even if not many Select+ cards are seen in CHI! That's like asking a flier with Million Mile status "Have you ever flown before?''

[Steve4031]

Could it be a training issue for Chicago because they don't see S+ Cards very often? No excuse there, but I just wonder what the heck is going on. My test of sorts was spawned by a post I read at another site where the guy went to the Metropolitan Lounge desk and showed his S+ card, only to be asked if this was his first time traveling on Amtrak! He said this same thing has happened before too. Based on the look I got when I handed the attendant my card, I don't doubt his account one bit.

It is not a training issue. It a lazy ass issue. This is an issue with many of the employees at Union station. And a general state of customer service in Chicago.

[The Davy Crockett]

DC- Can you be more clear -- what is it that you're disagreeing with?

Okay, and I'm only partially disagreeing with you, but to be blatent about it - I think the problem lays with the employees in CHI - not with training. I understand that if folks are not properly trained it is tough to do the job, but some folks refuse to learn or 'just don't get it,' and all the training in the world will not make a difference.

That said, and Steve hits on this, but judging form other previous posts, the overall culture of Amtrak in CHI leaves something to be desired, and this is likely part of the problem.

I say this from my own experience managing people, and from Mrs. Crockett's who specializes in training and development.

Edited by The Davy Crockett, 03 March 2012 - 01:15 PM.

[the_traveler]

and from Mrs. Crockett's who specializes in training and development.

And I hear Mr. Crockett's training and development from Mrs. Crockett is not going very well!

[The Davy Crockett]

and from Mrs. Crockett's who specializes in training and development.

And I hear Mr. Crockett's training and development from Mrs. Crockett is not going very well!

Hey, she likes a challenge!!!

[ColdRain&Snow]

DC- Can you be more clear -- what is it that you're disagreeing with?

Okay, and I'm only partially disagreeing with you, but to be blatent about it - I think the problem lays with the employees in CHI - not with training. I understand that if folks are not properly trained it is tough to do the job, but some folks refuse to learn or 'just don't get it,' and all the training in the world will not make a difference.

That said, and Steve hits on this, but judging form other previous posts, the overall culture of Amtrak in CHI leaves something to be desired, and this is likely part of the problem.

I say this from my own experience managing people, and from Mrs. Crockett's who specializes in training and development.

I too come at this with the same backround which is why the post piqued my interest. I agree wholeheartedly that Chicago has some intractably enculturated problems. I experience them first hand as I pass through Chicago and it's frustratingly predictable. Steve's problem with the ML attendant appears to be rooted in laziness, apathy, or some combination thereof. I see both in Chicago regularly.

But on this issue of S+ members using the Metropolitan Lounge, management could simply convene meetings with the attendants and mandate their understanding of what the S+ program is, what its entitlements are, and how those entitlements are to be conferred upon its members. Familiarity with the S+ card would of course be integral to this rather simple discussion.

[PRR 60]

DC - Can you be more clear -- what is it that you're disagreeing with? 

You're missing the boat on the point I was making. If an attendant is asking a passenger who is presenting their S+ card whether they have traveled on Amtrak before, it implies that the attendant doesn't comprehend what S+ cards represent. This is a training issue.

Moreover, if an attendant looks befuddled when he's presented with an S+ card, that implies that it is almost surely attributed to his unfamiliarity with the card. Again, this is a training issue.

Let's not confuse this with rocket science as it's an awfully simple and correctable problem for Amtrak to address.

There are two sides to training: Amtrak providing the training, and the employees paying attention to the training. Access problems at the Chicago Metropolitan Lounge has been an on-going issue for years there. There have been many, many complaints to Amtrak about it, including from members here. Nothing changes. More training will not solve the problem. Insisting that the Chicago lounge dragons follow Amtrak rules would be a start.