Does anybody know how long it takes to get a response from the corporate offices for guest relations in Washington DC. The following is a letter i wrote them explaining my nightmare weekend trip last month. The letter was written in 3-29-10
Hi
I am writing to say i am very disappointed the way my past trip was handled.
I had reservations on Friday 3-26-10 from Ann Arbor MI to Lancaster PA. When i arrived at the Ann Arbor station they told me there was going to be a 2 hr delay, which i thought no issue. When i arrive in Toledo they told me the same thing because of a freight train derailment. I thought right then this could be trouble, and again asked the agent how accurate the information was, because i told her i could rent a car, and meet my connection in Pittsburgh. She insisted the train was to arrive shortly, so i took her word and waited. A while later they informed us that the train would arrive at 5am. I then called the 800 number and they promised they could get me to Lancaster by 4:30 or 5pm. I thought ok amtrak was always good to me in the past, so i continued to wait. Then a while later they informed us that it would be a 7am arrival. By that time i knew they could not get me to Lancaster until at least 7pm so at that time i decided it has been a very long night and decided to return to Ann Arbor. The ticket agent in Toledo refunded my fares. When i went to get on the bus the driver insisted on $18.00 for the fare. I told him the agent would waive this, but he said he didn't have time to run around talking to agents and insisted on the fare. I gave him a twenty dollar bill from the bus, and he issued me no receipt or change. (Guessing that went right in his pocket)
The thing that upsets me the most is that i missed a family wedding, and a concert.
They also told me i should have allowed an extra day in case of trouble. Not a very good response.
When i called customer relations they were very rude to me and insisted a $30.00 travel voucher should satisfy me. Well minus the $20.00 for the bus driver That is $10.00 for my nightmare. They were really tough on me and told me to write you folks.
Again i am very well aware that a train derailment could be a very lengthy delay and tried to handle it, by offering to rent a car at my expense so i could meet my Pittsburgh connection, but kept insisting i don't do that and that it will all work out. So again the answer i don't know would have been a much better answer that a promise of a firm time. I have used Amtrak numerous times over the years and had nothing but positive things to say. I even have a major vacation booked though Amtrak, for the end of June into July, and really looking forward to it. For some reason everybody involved with this, seemed like they hated their jobs, and did not want to hear me ( mainly customer relations ) and that was not how i expected to be treated.
Thank you so much for taking time to read this
So what do you folks on this forum think. Was i justified in writing, or did i waste my time, or does it really take a while for a response.
Hi
I am writing to say i am very disappointed the way my past trip was handled.
I had reservations on Friday 3-26-10 from Ann Arbor MI to Lancaster PA. When i arrived at the Ann Arbor station they told me there was going to be a 2 hr delay, which i thought no issue. When i arrive in Toledo they told me the same thing because of a freight train derailment. I thought right then this could be trouble, and again asked the agent how accurate the information was, because i told her i could rent a car, and meet my connection in Pittsburgh. She insisted the train was to arrive shortly, so i took her word and waited. A while later they informed us that the train would arrive at 5am. I then called the 800 number and they promised they could get me to Lancaster by 4:30 or 5pm. I thought ok amtrak was always good to me in the past, so i continued to wait. Then a while later they informed us that it would be a 7am arrival. By that time i knew they could not get me to Lancaster until at least 7pm so at that time i decided it has been a very long night and decided to return to Ann Arbor. The ticket agent in Toledo refunded my fares. When i went to get on the bus the driver insisted on $18.00 for the fare. I told him the agent would waive this, but he said he didn't have time to run around talking to agents and insisted on the fare. I gave him a twenty dollar bill from the bus, and he issued me no receipt or change. (Guessing that went right in his pocket)
The thing that upsets me the most is that i missed a family wedding, and a concert.
They also told me i should have allowed an extra day in case of trouble. Not a very good response.
When i called customer relations they were very rude to me and insisted a $30.00 travel voucher should satisfy me. Well minus the $20.00 for the bus driver That is $10.00 for my nightmare. They were really tough on me and told me to write you folks.
Again i am very well aware that a train derailment could be a very lengthy delay and tried to handle it, by offering to rent a car at my expense so i could meet my Pittsburgh connection, but kept insisting i don't do that and that it will all work out. So again the answer i don't know would have been a much better answer that a promise of a firm time. I have used Amtrak numerous times over the years and had nothing but positive things to say. I even have a major vacation booked though Amtrak, for the end of June into July, and really looking forward to it. For some reason everybody involved with this, seemed like they hated their jobs, and did not want to hear me ( mainly customer relations ) and that was not how i expected to be treated.
Thank you so much for taking time to read this
So what do you folks on this forum think. Was i justified in writing, or did i waste my time, or does it really take a while for a response.