Joanne Horak sent a message to Joseph H. Boardman CEO, Amtrak Email Address that said:
Good Morning Mr. Boardman, I am contacting you with a grievance that I surely know you will be dismayed with. On October 18th my niece who never traveled on a train went to the Amtrak station in Springfield MA @ 6:30 in the morning to take a bus transfer to CT with final destination Southern Pines, NC. She went to the ticket booth for assistance. The man at the window told her; I am not open you have to find someone else to help you." Then he walked away. She asked a security guard for help, but he told her he did not know. A male Amtrak employee walked by and she asked him for help and showed him her ticket. He told her she had to go to the bus station. She left Amtrak and went to the bus station. And of course they told her she had to go back to Amtrak.
Mr. Boardman by time she got back to Amtrak the bus was gone. The person at the window was rude to her and told her it was her fault and she had to buy a new ticket. My sister called as the ticket was paid by her credit card. A new ticket was issued for the next day with $50 discount. My niece made it back home safely but a day late. That one day cost a lot; her kids not seeing her for one more day, her kids crying for their mom as they had plan a welcome home celebration for her, paying a babysitter, time gas of unnecessary extra trips to the bus train stations in Mass, frustration of rearranging things for an extra day. Is all that only worth $50? Mr. Boardman my niece has to go back to Mass in the beginning of December and we want to get a train ticket but the cost of a ticket is even more costly when employees refuse to help or give wrong information and she arrives a day later. Mr. Boardman are you able to help compensate this situation? Thank you for your time in reading this grievance. Joanne
