Dear Mr. Boardman, I am sincerely sympathetic to your situation this past week. The loss – Joseph Boardman email address

Karen sent a message to Joseph H. Boardman CEO, Amtrak that said:

Dear Mr. Boardman,

I am sincerely sympathetic to your situation this past week. The loss of life that your organization has caused must be devastating to you and your team.

But in dealing with some of the aftermath, you and your organization has some opportunities on which I suggest you need to improve upon.

I’m wondering why customers who had train tickets for cancelled trips were not automatically refunded?

I'm wondering why when I do call to get my refund, that I'€™m told I must file paperwork with your Refund Department in order to get that credit.

I’m wondering why when I do call, and finally get through your call queues to reach the “Refund Department,” why then am I on hold for over 37 minutes before I finally hang up.

I'€™m wondering why when I call back on Saturday morning hoping to reach somebody, that I am rudely told by your agent that, €œOh well, you're just going to have to wait on hold a really long time again next week. There was an accident--of course you're gonna have to wait on hold for forever€¦and by the way, it’s not [her] fault that nobody can help [me] today€ ---I'€™m wondering why such rude people work for you, and I'€™m wondering why you haven'€™t put additional staffing on to meet the needs of your customers.

I€™'m wondering why you're only honoring refunds until May 19?

I’m wondering how many more minutes I will need to be on hold for on Monday, May 18th or the 19th before I finally hang up and email you again and ask you to complete my refund?

Sincerely,

Karen