Amtrack Complaint - Amtrack, the worst customer service
On May 29, 2010 I boarded an Amtrak train leaving from Detroit @ 6:48am. After boarding this train appox 3 hours into our train ride the conductor indicates to the passengers, “There is a trespasser". After sitting there scared because of the word used, the conductor returns appox 30 mintues later to state “Did you hear what happened? We stared waiting for him to continue. So, he states “there has been a suicide, someone jumped in front of the train right outside of Battle Creek MI". After waiting for several hours, the train runs out of cold water. And this was horrible because the air conditioning was not working either and to top this off the train smelled like urine.
About 4 hours after this " suicide" we start moving, then appox within the hour the engine stops because the train ran out of gas; which delayed the train appox another hour.
After all this we finally made it to Chicago, entering in on the 351 Wolverine train @ 5pm when we were suppose to be there @ 11:30am. Customer Service changes our tickets to leave the next day @ the same time. No compensation for our time or accommodations. We left upset and angry.
On, May 30, 2010 we returned to try and speak to someone again about this huge interruption. It was very hard as a (Manager in Chicago Union train station @ 5pm on May 30, 2010) told us it was not Amtrak fault someone committed suicide and delayed the train. Well, with this information I was really upset as [snip] is wrong. Amtrak should be and will be taking responsibility for this unexpected event which changed the lives of there over 300 passengers. But, I guess the uneducated manager, Amtrak decided to hire does not understanding, business 101. This event altered me and over 300 other passengers’ lives and Amtrak should be held responsible.
Amtrak is a company who relies on people to making there business a success. I have learned the old philosphy, meaning successful businesses still count on customer’s word of mouth to bring in business. Well, with this being my first experience with Amtrak, I will say this will be my last. I will continue to use the old philosophy at all cost to indicate to people and Amtrak’s future customers to "not" use this company for there transportation needs.
I believe with this being said Amtrak should have reimbursed at the least half of our train ticket and/or paid for our hotel. Amtrak did nothing; because Ms. Nessinger stated it's not Amtrak’s fault for altering our whole trip.
With this being said, most people will stop here at commenting on review pages, contacting customer service, telling friends and family or even continuing to write letters. Well, not me I am an advocate of customer service and every customer should be treated with respect. The way [snip] spoke to me and my family was downgrading and disrespectful and I guess because Amtrak is not to blame, myself and my family should take the blame for not only our travel plans being altered but the disrespectfulness of [snip] as well.
I would hope to think, Amtrak takes this very seriously as I am going to continue to use my voice and contact channel 2 in Michigan; reporting this incident. I also, would hope Amtrak does not take lightly to there "Managers" being disrespectful to c