Reason why not to Trust Amtrak customer Service

[bnsfkline]

Original Letter
[e-mail] wrote:

Dear Jim Tiroch,

Thank you for contacting us.

That train was the Texas Eagle. It does pass trough Kirkwood, MO, however it does not stop there.

We hope this information will be helpful.

Sincerely,
Brooke
Amtrak Customer Service

my reply.....



Ok....This is the last time I ask amtrak about a Detouring train.........The Texas Eagle does NOT go through Kirkwood, and does NOT go ANYWERE near Kirkwood. It runs on a completly DIFFRENT Railroad..... Because of this, I refered to a more reliable source...The railfans. The train that I saw was the Southwest Chief (Train 4). I think "Brooke" needs to have a crash course on the Amtrak System Timetable. If he/she says that train 21/22 goes through Kirkwood, I am afraid that he/she might say that the Acela Express runs to Seattle! That would NOT be good. Oi Vey, Get your act together Amtrak! Even though this E-mail has changed my view on Amtraks Customer Service Department, I will still travel Amtrak every chance I get. A great way to travel, but a poor source of information. Don't you think its sad that some employees of Amtrak don't know were Amtrak Trains even RUN! This "Brooke" should REALLY go back to training before he/she messes up like this again

Amtrak Patron and slightly amused Railfan
Jim W. Tiroch

[railman]

what do they say? Measure twice, cut once? This is why it's good to get a second opinion...

[AntonioFP45]

Last month an Amtrak rep on the phone caught me a little off guard.

I had asked her about the rumors that the Tampa (Florida west coast) service was being cut and it would be just "connecting bus service". I was upset. She told me several times: "Blame President Bush! He's cutting the service!"

What she neglected to tell me was that The Silver Star was coming back to Tampa with sleeping car and dining service! She either did this deliberately or just didn't bother to check her info.

How did I find out about the Silver Star? You guys here filled me in as well as the info from NARP! Regardless of political affiliation, that young lady should have never made that statement. I will travel on Amtrak in the future, but I will sure be careful to have any info I get from the 1-800 Reservation system double checked!

[espeefoamer]

QUOTE: Originally posted by AntonioFP45

Last month an Amtrak rep on the phone caught me a little off guard.

I had asked her about the rumors that the Tampa (Florida west coast) service was being cut and it would be just "connecting bus service". I was upset. She told me several times: "Blame President Bush! He's cutting the service!"

What she neglected to tell me was that The Silver Star was coming back to Tampa with sleeping car and dining service! She either did this deliberately or just didn't bother to check her info.

How did I find out about the Silver Star? You guys here filled me in as well as the info from NARP! Regardless of political affiliation, that young lady should have never made that statement. I will travel on Amtrak in the future, but I will sure be careful to have any info I get from the 1-800 Reservation system double checked!

A while back,an Amtrak conductor was suspended for making an anti-Kerry comment when his train was delayed by the Kerry campaign train.The same thing should happen to this Amtrak rep for her anti-Bush remark.Does anyone think this will happen?

[MP57313]

QUOTE: Originally posted by espeefoamer
The same thing should happen to this Amtrak rep for her anti-Bush remark.Does anyone think this will happen?

My guess is "no", as it was an individual conversation and not a PA announcement. Then again that might not have anything to do with it.

In the past I wondered why Amtrak employees were reluctant to talk politics. I suppose they are advised against it by management. Also prevents some "flames" from erupting.

[morseman]

three years ago I phoned amtrak to check on times and cost for travel chicago-newyork on the lakeshore ltd. and new york-philadelphia. ( was returning from L.A. was told the Lakeshore Ltd only travels Boston-Chicago. I had to set her straight & she didn't even apologize. In Chicago two years ago I was boarding the southwest Chief for L.A. The sleeping car conductor was checking the tickets & the woman ahead of me was told her sleeping car ticket was for the following day. and all space was filled. She had to be in L.A. for an important meeting. She had to go by coach & hope that space would become available. Double check on phone when you make reservations. Get them well ahead & double check them thoroughly.

[Anonymous]

Amtrak definitely needs more sleepers..... I'm sure she got into a sleeper the next day, many book the sleeper overnight to Kansas City or Wichita....

[Anonymous]

Amtrak has yet to do me wrong. In fact, I probably owe them one so when they do do me wrong, I'll let them get away with it.

[jabrown1971]

I have worked customer service, not for Amtrak, but for another ground based transportation carrier. Let me expound a bit
1) Amtrak customer service should not have any clue as to if the Texas Eagle passes through Kirkwood. This is information available through railfan networks. Don't depend on Amtrak customer service...........they probably don't even know what a train looks like.
2) When discussing routes, it is best to be a specific as possible i.e. I would like to travel from Chicago to Philadelphia, via NY. Again they probably don't know 48's route or even what the equipment looks like.
3) When traveling anywhere-plane, train, bus-check and recheck reservations, tix, etc. and please be patient with the folks at the counters or on the phone. YOU are not the ONLY person they have dealt with that day and YOU won't be the last.
4) People with too much information can be just as bad as those with too little. I worked for Greyhound 13 years, the last two as a supervisor in a terminal, and it requires patience on everyones part.

[morseman]

i forgot to mention in my last message about the woman who had the wrong date of her slee ping car ticked. on the same train (southwest chief), we arrived in Albuquerque. coaches and sleepers were full. Five coach passengers got off. 25 OR 30 passengers got on. Dont know if they were coach or sleeper psgrs. They had to emply the loung car to accomodate them and apologize for problems with the reservation computer or something in that order.

[jabrown1971]

There are trains of cars lined up at Beech Grove waiting for repair. If Amtrak received funding to repair these cars, they may not have to apologize to customers for problems. When the Cardinal leaves Indy, most times, there is a coach empty-to pick up passengers down the road. Of course if the one lady was scheduled for the next day, she was occupiing space reserved for someone else. So who is to say that had also not happened in Albuqurque. That problem could have also been avoided if the train was only sold to 80% capacity, leaving room for last minute changes and errors. Also was this on a weekend or during the week. A Friday afternoon departure from Albuquerque could have significantly more people boarding than a on a Tuesday. Please feel free to e-mail me if you have any questions. It is hard to plan for "exact" numbers when dealing with public transportation.