Following up with Amtrak Customer Relations Department?

[D.P. Roberts]

Our recent around-the-country trip went well, but we encountered a problem on the last leg of the trip, which I e-mailed Amtrak Customer Service about. I got some standard e-mail replies at first, but then received this response back on July 1st:

"Thank you for contacting us about your recent trip.

We appreciate your positive feedback and apologize for the inconvenience you have experienced.

We have forwarded your e-mail correspondence to our Customer Relations Department. A Customer Relations representative will contact you as soon as possible. Please be advised that a response may take several weeks .

E-mails are answered in the order in which they are received. If your concerns require immediate attention, please call our toll free number 1-800-USA-RAIL (1-800-872-7245) and ask to speak with a Customer Relations Representative. The Customer Relations Department is available Monday through Friday (except holidays), between the hours of 7 a.m. and 10 p.m. (ET).

Thank you again for taking the time to write to us.

Sincerely,

XXXXX

Amtrak Customer Service"

They did say that it may take "several weeks", but we're over a month now, so I'm curious as to if/when I'll actually receive a response. Has anyone been in this situation before? If so, do you think it would be helpful to call or e-mail again to speed things up?

 

[SarahZ]

Emailing again won't help, as it will go through the same filter. You'll end up getting another auto-response.

It took about seven weeks to hear back from them after my trip last December. I sent the email on December 17 and received a response on February 6. I wasn't in a hurry, so the wait didn't bother me at all.

If you need a response sooner, I suggest calling.

 

[the_traveler]

I personally have never gone the email route. I've always have either done the initial contacts by phone or snail mail.

 

[Ind Ben]

About 18 month s ago I had a simular experience,it took a while for a reply,It came in the form of a phone call,from a real person.

 

[Stevestx]

When I had a disruption in May, I called and explained the situation and right over the phone I was offered a nice voucher for my troubles. I received the voucher in the mail about a week later.

 

[amamba]

That response is standard. Emailing again won't get you a quicker response, calling will.

 

[iggy]

I have never seen a phone call provide anyone with comfort or satisfaction. I've personally witnessed many such calls taking place with the customer ending up normally more upset and angry than they were before the call.

I'll assume that Amtrak Customer Relations Department isn't heavily staffed. Or at least that seems to be the reply given for about every other part of the company. Many times it comes off as an apologist excuse for sub-par performance.

No matter what the truth may be - it is frustrating and rather sad that many members here don't seem to feel that these issues should be addressed in a more timely manner. Many companies do a great job of providing quality customer service and problem resolution using email in a very timely manner.

From what I have read in this forum that past few days ( and previously ) - it seems like mediocrity is expected and accepted. Having to wait over a month for a true contact to take place is ridiculous. Having a complacent attitude about it - is even worse.

 

[Ryan]

Literally two posts above yours is someone proving you wrong.

If you have an issue and you want a resolution Right Now, pick up the phone, call and you'll be taken care of.

 

[crescent2]

The one time we phoned to make Amtrak aware of a problematic issue, we received a voucher by mail even though we had not requested any compensation and had stated such. Any time I've phoned with questions or complimentary remarks, the agents were courteous and helpful. I understand that not everyone has had the same experience, however.

 

[SarahZ]

Iggy, I emailed them because 1) I'm on the phone all day at work and choose not to spend my free time feeling like I'm at work and 2) because I didn't require an immediate response.

I assure you that my attitude about it was not complacent. Additionally, I wanted my complaint in writing, as it was quite lengthy. The response I received from Amtrak was professional and beyond satisfactory. I was pleased as punch.

I also assure you that my customers are satisfied at the end of every call. If they are not, it is because something is against policy, and I'm not going to lose my job over their request. If they aren't happy about my unwillingness to sacrifice my paycheck and benefits for their unreasonable demand, then that's on them. If it is within my scope to grant them their request, then I am happy to do so, even if they are currently treating me like something they found on the bottom of their shoe, which they often do.

Why do they treat me like that?

Because they have been conditioned to assume all customer service agents are mindless bottom feeders who don't give a rat's behind about their problems.

Let's not perpetuate that stereotype, eh?

 

[Ispolkom]

No matter what the truth may be - it is frustrating and rather sad that many members here don't seem to feel that these issues should be addressed in a more timely manner. Many companies do a great job of providing quality customer service and problem resolution using email in a very timely manner.

From what I have read in this forum that past few days ( and previously ) - it seems like mediocrity is expected and accepted. Having to wait over a month for a true contact to take place is ridiculous. Having a complacent attitude about it - is even worse.

Why would it matter how we feel? If we commiserated with D. P. Roberts would it make any difference? If we howled our rage would it change anything for him? Not as far as I can see.

Of course we'd like Amtrak to do a great job of providing customer service on a lot of levels so we wouldn't have to call Customer Relations in the first place. Way too often it doesn't. We can't do anything about that.

Instead, several people gave counsels of prudence. Actual, useful information. If you want to get any result from Customer Relations you have to call. That's just the way it is. It's not complacency, it's a fact. And as several people have said, they do a pretty good job. Just not with e-mail.

 

[rusty spike]

I concur,

Just completed a 3-segment trip from MRC to WFH (Glacier National Park). As a family of 4 including an infant, we booked 1 BR and 1 roomette. The night we arrived at Portland I get an email "The Portland sleeper will not be available until train joins the SEA portion at SPK.; attached is your eticket for coach from PDX to SPK"
A 10-hour ride in coach, a midnight transfer to the sleeper. and only 6 hours left on the trip.

Wife giving me an earful so it was time to contact Amtrak Guest Relations, which I did by phone. Didn't know what to expect (we were traveling on AGR points) and did not request anything---just someone to take the "earful" that my wife had given me.

A very courteous gentlemen listened to my rant, and said to hold the line a few minuites as he would have to contact Amtrak Guest Rewards. After several minutes passed, he returned and said AGR will be crediting you with points and Amtrak will be sending you a travel voucher by mail. Both were substantial amounts and more that I would have expected.

When we got home last week the voucher was in the mailbox and the points were added to my AGR account.

The phone call worked; it took about 25 minutes.

 

[Bob Dylan]

☺ Excellent rusty spike! Kudoos to AGR and CR also!

I've had several similar interactions with AGR/ Customer Relations via Telrphone and also received a rebate on points and a voucher!

They are reluctant to return points in most instances but when trains are canceled and are sleepers are no shows on LD trains they will IF you ask!

 

[user 1215]

I wonder what Amtrak's budget for "Service Recovery" is.

 

[JayPea]

I've had occasion to call Customer Relations twice and both times my problems were dealt with promptly and I got compensated above and beyond what I was expecting.

 

[Bob Dylan]

I wonder what Amtrak's budget for "Service Recovery" is.

Excellent question! No doubt its been exceedingly way over budget due to the terrible year the LD Trains are having due to all the various problems that have arisen!