Cheri sent a message to Joseph H. Boardman – CEO, Amtrak – Email Address that said:
Dear Mr. Boardman,
My sister and I purchase train tickets each year to commute my parents (who are handicapped) from the their home in Summerville SC to visit me for a month in Hampton, VA.
When we purchase the tickets we always note that at least 1 of them is handicapped. They also go to the ticket counter when they arrive at their departure station to make arrangements for a cart ride when they arrive at their destination due to my Mother's artificial heart valve and my father's rheumatoid arthritis. Although it was pre-arranged, this did not happen. We purchase business class tickets for their comfort. Unfortunately, when the train arrives in Richmond, the business class car is furthest from the platform. The cart came to them, but, a young lady and her children jumped on the cart. None of which appeared to be disabled. My parents ended up walking the whole length of the platform 🙁 Not an easy task for them. We emailed a complaint and received a generic response.
Now, I want to address the trip home...This time the business class car is at the front of the platform so we did not ask for assistance. I left my parents and headed back home to Hampton, VA. When they showed their boarding passes to the porter at the gate, he sent them all the way to the end of the platform. He just assumed they had had regular tickets. My parents assumed the porter was correct, so they did as the porter told them to do. When they finally reached the far end of the platform they were told they were supposed to have boarded in the first car. Now, they are worried the train will leave without them, so they were attempting to get to the other end as fast as possible. Finally, someone saw them struggling and helped them get to the correct car. My mother ended up very ill because of this.
Now, I will get to to the point as to why I have taken all this time to write this...I called your customer service line. The young man I spoke to had "zero" customer service skills. He told me at least 6 times that it was our responsibility to call the train station on the day that my parents were traveling and tell them that they needed special assistance. I reminded him that it was noted when we purchased the tickets and that we talked to the ticket office when we arrived at the departing station. I told him at the very least someone owed my parents an apology. He once again ignored me and told me we are required to call the station on the day of their departure. I did not read this rule anywhere when we purchased the tickets. I then asked him if I could speak to his supervisor or someone a little higher in management. He said there is no one here higher than me and hung up the phone.
I am very disappointed with how this was handled. I know people make mistakes, but, these mistakes could have cost my mother her life. The life expectancy of her artificial heart valve is 10 years. She is in her 13th year and has to be monitored very closely. More than the fact that she had to walk the length of the platform on a 100 degree day more than once does not make me as angry as how your customer service department handled my complaint. Very disappointing!!! Not sure he would allow anyone to treat his parents with so little regard. Then again, based on how he treated me, maybe he would.
Sincerely,
Cheri
