What is worse than bad customer service? Bad customer service that is subsidized by tax dollars.
Every organization has a bad day, however with Amtrak they compound the bad days by not allowing refunds when they make mistakes, and no real way to deal with the issue,,, they respond with "travel vouchers"
What good is a travel voucher when there is no way I will get on an Amtrak train again. I was scheduled to be on a train from Seattle to Oregon City. Hours prior to the train departing from Seattle, the train was broken down in Portland. 10 minutes after departure time they informed us of this unfortunate situation.
They scrambled to get buses to move the more than 200 passengers south. We were to go to Oregon City but ended up in Portland and having to take a taxi home.
Situations like this happen, however getting a hold of someone to deal with it after the fact has been almost as big of a nightmare. The web site that takes complains has been down. When I finally got an email to them the response was that it would take 6-8 weeks,,, yes weeks to respond.
I called many times and was on hold for excess of 20 minutes. Finally today decided to see just how long it would take to talk to someone. 45 minutes on hold. Only to be told that we used the ticket, so it could not be refunded.
I found it humorous when the Customer Service representative told me that if they had to refund every ticket that the customer was late or couldn’t travel they wouldn’t be in business. My point exactly!
Since they are subsidized by our tax dollars shouldn't there be a government organization helping to deal with these sort of situations? If they were not subsidized then maybe a private organization could give them some competition and do the job right. AND save us tax dollars!
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