Started booking online and ran into questions, called live person reservations (1800USARAIL) to get clarity, they answered my question about room layout and wifi and I went back and completed my reservation online. Day or so later I called again and told them it was my first time travelling with sleeper ticket and called to find out what to expect and about coffee and juice that I saw in the sleeper car in a Youtube video, they confirmed 'there are complimentary beverages at the end of your car on your train' but didn't mention dinner.
Day of travel came, ordered a dinner box for me and one my wife since our train was departing at 5:10pm. After 5mins on the train the attendant came to the door with our dinner reservation, looked a bit puzzled but I thought it was because she was offering a table when we clearly were eating plenty there in the room. She said, 'Oh, you have your dinner, do you still want your 6:30 reservation? maybe you would like to get dessert...' we said sure we will take the reservation slip, thank you.
I would have loved to see the complimentary dinner noted on the website during booking, it does not appear. I would have expected the e-ticket to list what is included with the booking, it does not. It would have been great to have gotten a list of amenities and services from phone agent, also from attendant although I suspect she was a bit embarrassed for us and didn't wasn't to bring up our mistake directly by pointing it out.
I called customer relations but they almost immediately told me 'online bookings do not get comped anything here' I had not asked for anything at that point, later the agent told me 'well if I was offered a dinner reservation I would have asked does it come with dinner?' which I found not very customer service-ly.
I called website support later and they instructed me how to research on their website where to find under Experience>Sleeping Accommodations> then scroll down to Frequently Asked Questions> where I could find that dinner was included. The agent was also aware that during booking and ticketing online you would not find that information.
Have you heard this story before? can I be the only person who this has happened to?
I have written an email (much like what I have written here) to email@example.com but I am not very hopeful, can you recommend a better course of action?
I would like them to offer me some free meals when I next travel so we could get the experience that we missed. Unreasonable?
thanks so much for reading!