- Joined
- Aug 8, 2007
- Messages
- 1
Dear Amtrak,
Thank you for your hard work trying to ensure a safe, affordable, and convenient transportation alternative. I have the option of driving but prefer the train because it is relaxing and enjoyable. I have been a loyal customer for 4 years, visiting my San Jose family regularly. I would like to share with you my experience on the evening of July 31st.
I was returning home from San Jose. I got to the train station and was informed the train was about an hour late, the ticket agent said me this is a common issue with this train and recommended I not take it in the future. This was a foreshadowing the the long evening to follow.
As we were preparing to board the train, the conductor asked that we not board until instructed to do so. He did not welcome us, he did not introduce himself, he did not indicate that he was happy to be there nor that he was happy we were there. He did not introduce the route so people knew they were at the correct track or train. He addressed each passenger one at a time; “how many are traveling with you? Where are you going?” He gave the passenger a seat number and instructed them to board. In the 4 years of traveling with Amtrak I have never been assigned a seat. I was not informed I would be assigned a seat when I paid for the ticket online nor when I picked the ticket up at the station and the conductor did not inform us why. In the interest of all involved I did not argue, I now regret this decision.
I located my seat across the isle from the well-lit stairwell, the trash can (an open receptacle) and the water fountain; a busy, noisy, well-lit intersection. My assigned neighbor was sprawled across both seats, sound asleep. Later she would admit she is a very deep sleeper and can sleep just about anywhere. There were plenty of empty seats up and down the isle in both directions, I preferred the darker and quieter spot further up the isle next to the window. I asked nearby passengers if the conductors required us to sit in the assigned seat, they confirmed. Oddly, none of the passengers seemed put off by the arrangement. I woke my neighbor up, sat down, and waited.
25 minutes later another conductor came for my ticket. I asked if I was free to move seats, he informed me I could not move; if I was assigned this seat then I was to remain. He did not say why and moved on ensuring I had no opportunity to protest.
Why didn’t I express my unhappiness ? It was after 10 pm. I was tired. I was on vacation. I was supposed to be enjoying myself and I wasn’t. The purpose of the train is ease and relaxation, but I was not at ease and I was not relaxed. If I had known I would be assigned a seat and not allowed to move to another seat I would not have taken the train. The 2-hour drive is not that bad, if I am not comfortable on the train or if there is a possibility of a confrontation then I will drive. Sitting in my undesirable seat, looking up at the conductor, I really did not want a confrontation. Neither conductor explained the situation nor did they offer any kind of customer service. I had 2 wardens on my hands, not conductors.
Unable to sleep I left my stuff at my seat and went to the viewing car. By this time it was 11:45 pm, we were only in Martinez, the train was now 3 hours late. We were delayed by the long stops and passing freight trains. I returned to my seat, passing several dark, quiet, unoccupied rows. I felt like a child staring into the closed candy store with my mouth watering, but I also had a headache, a stiff neck, my head was exploding and I was angry.
Once, during the long ride, the conductor walked by and barked at a nearby passenger, “No taking up two seats! Sit up ma’am.” The young girl obliged without grumbling. I looked up and down the isle, a plethora of unoccupied seats made me steaming mad.
Around midnight my neighbor woke up, she was chatty. She said she does this long trip frequently and on occasion is assigned a seat, no she didn’t know why. She said Amtrak used to provide free pillows and blankets but they charge now. About 15 minutes later our warden came down the isle with a huge bag of blankets and pillows, what a relief! Both of us were tired, uncomfortable and cold. We excited talked about our conductor’s change of attitude and that we knew things wouldget better. He passed the gifts out much un-like Santa Claus, barking “Do you want one or not?” As he approached us I started to request a pillow and blanket but he looked at the ticket stubs above our heads and passed by with no explanation. I wanted to cry. My neighbor and I laughed bitterly. She guessed it was because we were only going to Sacramento, not Oregon or Washington. We were not privy, in fact, we were second class passengers. I thought, this is a very small taste of Rosa Parks, but she stood up for her rights. Not only did we not get pillow privileges, but we did not know why.
We arrived in Sacramento at 1:45 am. I exited the train feeling betrayed, beat up, and angry. I felt like Amtrak had taken advantage of me as a loyal paying customer. I combed my brain for reasons. The conductors were tired, possibly working overtime, underpaid, and maybe unhealthy with inadequate health coverage to relieve their pain, and maybe they were under-trained or micro managed. I had a warden instead of a conductor. I was subjected to Amtrak’s schedule from 8:40 pm to 1:45 am, I could have driven home in 2 hours. I was subjected to curt treatment, not customer service. I was treated like a prisoner, not a passenger. I paid $57 for my round trip and suffered, I could have driven for the cost of gas, less than $30.
I like to talk about my train experiences. I share them with my friends and family. I am sad that this story will be added to my list. I am also sad knowing that the odds of me getting back on the train are unlikely. I know, maybe it is a bit of an over-reaction. Maybe my next 4 years of train rides will be as pleasant as the last 4 years. Unfortunately, because the drive to San Jose is so easy and never puts me at the mercy of a untrained, underpaid, grumpy, non-service oriented conductor or the apparently illogical Amtrak seating and pillow policy, I will not return as a customer.
Following are recommendations that will cost Amtrak nothing to implement and will ensure that you do not continue to lose your loyal customers :
Notify passengers at the time of purchasing their ticket that they will be assigned a seat. If this is not possible, then notify the passenger at the time they pick up their ticket. If this is not possible, then the conductor should explain to the group of boarding passengers that they will be assigned a seat, and why.
Hire and train conductors capable of reasonable service industry judgments. A conductor should have the wherewithal to allow a passenger to relocate to an unoccupied seat. If the conductor cannot break that rule, he should have the personality to apologize and offer an alternative.
For the passengers who have paid for services that exceed other passengers, separate them. The above example of the pillow and blanket was an infuriating experience and completely avoidable. If you can’t separate them, then do your best to ensure the passengers who do not qualify for the pillow privilege are offered reasonable alternatives, such as a $2 pillow and blanket fee. Please do not make them feel like second-class passengers.
If there is a regularly scheduled train that is consistently late and delayed then fix it.
I am sorry Amtrak, this is a break up letter. I am breaking up with you because my experience from July 31st broke every basic principle that I believe should be associated with the service industry. I have too many options at my disposal to risk another such incident.
Sincerely, A Once Loyal Customer
Thank you for your hard work trying to ensure a safe, affordable, and convenient transportation alternative. I have the option of driving but prefer the train because it is relaxing and enjoyable. I have been a loyal customer for 4 years, visiting my San Jose family regularly. I would like to share with you my experience on the evening of July 31st.
I was returning home from San Jose. I got to the train station and was informed the train was about an hour late, the ticket agent said me this is a common issue with this train and recommended I not take it in the future. This was a foreshadowing the the long evening to follow.
As we were preparing to board the train, the conductor asked that we not board until instructed to do so. He did not welcome us, he did not introduce himself, he did not indicate that he was happy to be there nor that he was happy we were there. He did not introduce the route so people knew they were at the correct track or train. He addressed each passenger one at a time; “how many are traveling with you? Where are you going?” He gave the passenger a seat number and instructed them to board. In the 4 years of traveling with Amtrak I have never been assigned a seat. I was not informed I would be assigned a seat when I paid for the ticket online nor when I picked the ticket up at the station and the conductor did not inform us why. In the interest of all involved I did not argue, I now regret this decision.
I located my seat across the isle from the well-lit stairwell, the trash can (an open receptacle) and the water fountain; a busy, noisy, well-lit intersection. My assigned neighbor was sprawled across both seats, sound asleep. Later she would admit she is a very deep sleeper and can sleep just about anywhere. There were plenty of empty seats up and down the isle in both directions, I preferred the darker and quieter spot further up the isle next to the window. I asked nearby passengers if the conductors required us to sit in the assigned seat, they confirmed. Oddly, none of the passengers seemed put off by the arrangement. I woke my neighbor up, sat down, and waited.
25 minutes later another conductor came for my ticket. I asked if I was free to move seats, he informed me I could not move; if I was assigned this seat then I was to remain. He did not say why and moved on ensuring I had no opportunity to protest.
Why didn’t I express my unhappiness ? It was after 10 pm. I was tired. I was on vacation. I was supposed to be enjoying myself and I wasn’t. The purpose of the train is ease and relaxation, but I was not at ease and I was not relaxed. If I had known I would be assigned a seat and not allowed to move to another seat I would not have taken the train. The 2-hour drive is not that bad, if I am not comfortable on the train or if there is a possibility of a confrontation then I will drive. Sitting in my undesirable seat, looking up at the conductor, I really did not want a confrontation. Neither conductor explained the situation nor did they offer any kind of customer service. I had 2 wardens on my hands, not conductors.
Unable to sleep I left my stuff at my seat and went to the viewing car. By this time it was 11:45 pm, we were only in Martinez, the train was now 3 hours late. We were delayed by the long stops and passing freight trains. I returned to my seat, passing several dark, quiet, unoccupied rows. I felt like a child staring into the closed candy store with my mouth watering, but I also had a headache, a stiff neck, my head was exploding and I was angry.
Once, during the long ride, the conductor walked by and barked at a nearby passenger, “No taking up two seats! Sit up ma’am.” The young girl obliged without grumbling. I looked up and down the isle, a plethora of unoccupied seats made me steaming mad.
Around midnight my neighbor woke up, she was chatty. She said she does this long trip frequently and on occasion is assigned a seat, no she didn’t know why. She said Amtrak used to provide free pillows and blankets but they charge now. About 15 minutes later our warden came down the isle with a huge bag of blankets and pillows, what a relief! Both of us were tired, uncomfortable and cold. We excited talked about our conductor’s change of attitude and that we knew things wouldget better. He passed the gifts out much un-like Santa Claus, barking “Do you want one or not?” As he approached us I started to request a pillow and blanket but he looked at the ticket stubs above our heads and passed by with no explanation. I wanted to cry. My neighbor and I laughed bitterly. She guessed it was because we were only going to Sacramento, not Oregon or Washington. We were not privy, in fact, we were second class passengers. I thought, this is a very small taste of Rosa Parks, but she stood up for her rights. Not only did we not get pillow privileges, but we did not know why.
We arrived in Sacramento at 1:45 am. I exited the train feeling betrayed, beat up, and angry. I felt like Amtrak had taken advantage of me as a loyal paying customer. I combed my brain for reasons. The conductors were tired, possibly working overtime, underpaid, and maybe unhealthy with inadequate health coverage to relieve their pain, and maybe they were under-trained or micro managed. I had a warden instead of a conductor. I was subjected to Amtrak’s schedule from 8:40 pm to 1:45 am, I could have driven home in 2 hours. I was subjected to curt treatment, not customer service. I was treated like a prisoner, not a passenger. I paid $57 for my round trip and suffered, I could have driven for the cost of gas, less than $30.
I like to talk about my train experiences. I share them with my friends and family. I am sad that this story will be added to my list. I am also sad knowing that the odds of me getting back on the train are unlikely. I know, maybe it is a bit of an over-reaction. Maybe my next 4 years of train rides will be as pleasant as the last 4 years. Unfortunately, because the drive to San Jose is so easy and never puts me at the mercy of a untrained, underpaid, grumpy, non-service oriented conductor or the apparently illogical Amtrak seating and pillow policy, I will not return as a customer.
Following are recommendations that will cost Amtrak nothing to implement and will ensure that you do not continue to lose your loyal customers :
Notify passengers at the time of purchasing their ticket that they will be assigned a seat. If this is not possible, then notify the passenger at the time they pick up their ticket. If this is not possible, then the conductor should explain to the group of boarding passengers that they will be assigned a seat, and why.
Hire and train conductors capable of reasonable service industry judgments. A conductor should have the wherewithal to allow a passenger to relocate to an unoccupied seat. If the conductor cannot break that rule, he should have the personality to apologize and offer an alternative.
For the passengers who have paid for services that exceed other passengers, separate them. The above example of the pillow and blanket was an infuriating experience and completely avoidable. If you can’t separate them, then do your best to ensure the passengers who do not qualify for the pillow privilege are offered reasonable alternatives, such as a $2 pillow and blanket fee. Please do not make them feel like second-class passengers.
If there is a regularly scheduled train that is consistently late and delayed then fix it.
I am sorry Amtrak, this is a break up letter. I am breaking up with you because my experience from July 31st broke every basic principle that I believe should be associated with the service industry. I have too many options at my disposal to risk another such incident.
Sincerely, A Once Loyal Customer
