I travel a lot. I travel a lot by train. But today Amtrak seriously did something that is making me rethink how I will be traveling in the future. They completely have screwed up things. But don’t take my word for it. Let’s take a look at concrete evidence.
I arrived at Emeryville Station to transfer to a Capital Corridor Train to go to Oakland (Jack London Square). I had just boarded and enjoyed a trip from Denver on the Zephyr. Overall a nice trip. The second full part of the trip however wasn’t to start until Saturday the 26th when I would depart from Oakland on the Coast Starlight to Portland. Well, I wanted to reschedule for Friday to depart & to upgrade to a roomette.
I walked up to the ticket agent to make these changes on my ticket. Keep in mind this was a two part trip; Denver to Oakland and then a week later, departing on Saturday the 26th from Oakland to Portland. I asked the ticket clerk if it would be possible to change my ticket from Oakland to Portland from the 26th to the 25th and upgrade to a roomette. She replied, “yes, let me take a look“. She pulled up the information and supposedly made this change. As she printed out the ticket she handed it to me and stated, “here’s the ticket for Friday (she didn’t state the numerical date) and here’s the refund and changes summary on this other ticket“. She held the ticket and exchange receipt like this to show me.
So I assumed, that since she just stated Friday to me and handed me the ticket and exchange receipt that everything was in order. I pocketed the ticket and headed out to board the Capitol Corridor Train to Oakland to complete this first leg of the trip.
Fast forward to Tuesday (yesterday). I looked online to see what the exact departure time was for the Coast Starlight heading north and this is when I realized there had been a mistake. But this simple mistake was only the beginning. The website on Tuesday, at around 11:30pm when I’m looking at the site, all of a sudden shows that I’m supposed to be leaving ON TUESDAY!? This was NOT what I was told nor what I rescheduled. I thought to myself, ok, no biggie I’ll call them as soon as possible on Wednesday and get this figured out. I’m sure that Amtrak will fix it, they generally do. Here’s what the website actually shows now, on Wednesday at 10:30pm. Still the incorrect time.
So at this point I’d still not looked at my physical ticket, which was to have another surprise. I went in to the office to take care of meetings and other things I’d planned on well before that needed taken care of. I finally arrived later in the day to where I was staying and called Amtrak at 10pm. I know, this is outside of hours that anybody that can actually be helpful in these matters is available. I get that, but imagine being a customer that needs this fixed now, they’d be screwed. Fortunately I’m a pretty flexible and easy going guy. I generally don’t bother people and let people do right by me. Almost always, people do exactly that and treat me well and honorably with appropriate intent.
Well I called and the operator answered. I didn’t understand her name, except something like Alisha or something. It was, I’ll admit, hard to understand her since her accent was a little thick. It was an American accent, likely of the east coast with a little southern thrown in. Now, I can understand almost any accent. Especially southern, cajun, Boston, New York and pretty much anywhere in the United States. But her slurring wasn’t very effective at actual communication. Again, I’m easy going so I thought, “whatever, I can deal with this…”
She asked how she could help me. So I explained to her my plight, and this is where she, and Amtrak, screwed up in a horribly dishonorable and inconsiderate way again. After I explain to her the situation, and while looking at the ticket – which, before I go on look at the ticket below.
Yup, that’s right. The ticket isn’t even for the day that the website shows on the screen. What the hell Amtrak? Somebody screwed up big time on this one. Ok, again, not a big deal we can remedy it. At least I thought that to myself. But this is when things got intolerable and completely unacceptable. The ticket showed that the departure time was supposed to be on the 21st, the website shows a departure of the 22nd, and I was told the departure was rescheduled for the 25th. Then the lady on the phone told me, “since you where a no show, you’ve forfeited the ticket…”
For those that don’t know how to interact with customers, the last thing you do in this particular situation is BLAME THE CUSTOMER. You NEVER BLAME THE CUSTOMER FIRST. You always try to determine if there is way to remedy things without a significant money cost, especially when there is the possibility (which in this case there’s evidence) that the company (Amtrak) is the party responsible for the fault. This was a customer service mistake 101. Completely unprofessional.
WHAT THE HELL?! I didn’t “no show”. I was misinformed, Amtrak’s clerk screwed up. The website shows the wrong information and I screwed up? No I didn’t. I didn’t screw up. Amtrak did. Technically, they screwed up and I’d already overlooked multiple other screw ups. But then their phone line person has the inappropriate and rude training to blame me for screwing up? This is, simply, completely unacceptable. I just wanted my ticket fixed. But instead I get this crap about how its all my fault that I didn’t check the ticket in the email and the physical ticket I have and verify that they’re all the same and that what the ticket clerk said they gave me was the correct thing that they gave me. Seriously Amtrak? I’m supposed to check 3 different things to verify that your clerk didn’t screw up my request?!
That is absolutely, in every way inexcusable. On top of that, which I was willing to forget all of these screw ups, the phone person then has the shoddy training and bad customer skills to say its my fault. I don’t know how many ways to say to Amtrak that you guys owe me big time.
So I’ll be calling on Thursday, tomorrow, with basically one day to go and now cutting it close, to fix this nonsense. I expect things to be fixed and will be sorely upset if they don’t have a roomette to have me in on the north bound trip on Friday of the Coast Starlight. If Amtrak really wants to fix things I’ll receive a full refund and be able to write a positive blog entry after this one commending Amtrak customer service on fixing their multiple wrongs they’ve done me.
No matter what, this is going to cost me customer time with MY CLIENTS tomorrow. Which is even worse, because I actually have to work with my clients, I have no Government to bail me out, I ask for no union to protect me, I just want to provide value to my clients that they find worth paying me for. But instead, I have to break of from my time with clients to call Amtrak to fix this during their “business hours”. So hopefully, I receive a full refund and get this ticket situation remedied immediately upon calling tomorrow.
I honestly want to write a story about how Amtrak fixed all of this. I have my fingers crossed.
PS Amtrak: I’d highly advise two other things in addition to hopefully fixing my ticket and giving me a refund. One is to check out the system and see why it would do this. Something, most likely whatever the last pushes live with various systems were, are causing a bug. The second thing is, fix this inappropriate actions taken by the phone staff. They should have better customer service skills than this.