Amtrak Complaint - Amtrak Stinks - Literally
I recently emailed Amtrak Customer Service the following complaint regarding my train travel experience:
"I'd like to share with you my recent experience traveling from NY to LA on Amtrak. When traveling coach, I do expect a certain amount of discomfort and I plan accordingly. However, there are a number of things Amtrak might consider to create a more pleasant trip for coach passengers.
1) Smoking: Smokers are addicts and will continue, despite threats to put them off the train, to smoke in the bathrooms and changing rooms. The smell from this permeates the entire train car and does not go away. Please make a real effort to create a solution that meets the needs of your smoking and non-smoking passengers. Smokers are not going away and they don't care about kids, people with allergies, or the general health of anyone else.
2) Air Quality: We had the unfortunate experience of several drunken passengers who had both stomach and bowel problems. For the last 30 hours of our trip, the train car smelled like a port-a-potty. Several passengers had to leave the car as the smell was overwhelming. I'm not sure how to solve this, but ventilation changes or a different cleaning and/or toilet solution might help.
3) Employee Morale: In general I found the train personnel to be on the discourteous side. Perhaps it was a bad journey for everyone, but passengers look to the staff to help make it better. I observed staff giving curt responses, speaking in disrespectful tone of voice, and flat-out ignoring passengers.
I do enjoy riding the train, much more than flying. But after this last trip I am not likely to choose Amtrak. All my friends have now heard about my experience and that kind of word-of-mouth is not the marketing that will bring you new passengers. Thank you for your time."
I received a reply which in itself barely addressed my experience or gave any hint of the company's desire or intention to create better travel experiences. In addition, when I replied with the information requested in their email to me, the Amtrak email server did not process my reply and returned my email as 'undeliverable.' Here is Amtrak's reply to my complaint:
"Thank you for your email.
In order for us to document your concerns and suggestions correctly, and to provide the right train manager the information we are asking you to attach your reservation number or travel dates to this email.
Once we have that information we will file a report on your behalf to the responsible managers.
We do apologize for your trip being less then satisfactory and we appreciate your comments.
Amtrak Customer Relations"