Amtrak Corporate Office Headquarters HQ

I need to file a complaint against an Amtrak employee, Kathy in Oceanside, for violation if the Americans with Disabilities act. My name is Timothy Ceballos. I am disabled and an Amtrak ticket holder. Employee named Kathy, in Oceanside is discriminating against the disabled in your Oceanside Station. I would first like to file a formal complaint. Then, if it cannot be resolved, I will entertain legal assistance.

Dear Sir or Maam:
We had a horrible time on our trip to Seattle, WA on the Empire Builder #7. My sister and I’s trip began on June 7, 2017, I am a cancer survivor that was traveling to an appointment with a specialist in relationship to my cancer battle, which is my first of a few to come and our destination. The concierge was horrible from beginning to end. Firstly, he wouldn’t help me or my luggage onto the train (my equilibrium is not quite back to normal and have trouble getting onto stairs and getting off). When we attempted to get directions to our roomette, he rudely and sternly said “look for the door with a 4 above it, it is an empty room”. He didn’t take the time to show us whether it was to the left or right. Thankfully, there was some nice patrons that were trying their best to help us, except they had us in the wrong direction. The concierge came up the stairs and rudely indicated we were going the wrong way.
When it came time to put the bed down, he did everyone else first. His remark to us was “I will get to you when I get to you”. Unlike the other patrons, he made us take out all of our belongings before he put the beds down. The other patrons were only asked to go to the end of the car, our experience was much different. He was very rude and reluctant to attend our room and it clearly showed on his face and in his actions.
In the morning, it didn’t get any better. Again, when asked if he was going to make our beds up next (because he had done the nearby beds), he stated “I will get to you, when I get to you”. This time, he did everyone’s room except ours. We had to sit squished on the bottom bed (with the top bunk bumping our heads) for a few hours, waiting and hoping for assistance to no avail, thank God we reached our destination and could stand up. He should not have made an announcement to be prepared that he was going through the rooms to make the beds up, if he was going to choose which ones he was going to make up. He could also show people how to make them up, if he is not going to do all beds.
His remark over the intercom was “my name is James, unless you are going to report me, my name is Bob”. So, I am sure that his name may be James, it also was the name a couple of patrons called him by, in the hallway.
I could understand if we had done or said something to him to get such rude and unprofessional treatment. It is of no excuse! There is no reasonable excuse! Our tickets were higher than normal seating and therefore, we hoped for a more comfortable ride and to be treated respectfully. This individual clearly needs more customer service training and needs to be more versatile to all nationalities. Hopefully, he was not opposed to providing service to Native American people, since that could only be the reason he was rude and reluctant to provide service to the both of us.
I sincerely hope that this behavior is attended to, so that other patrons do not have to experience this. Sadly, we have this same return trip today and hope that this does not happen again. We also have future trips, because my surgery will be coming up. Also, rest assured that this will make social media. This type of conduct should not be allowed for any business, customers pay their wages and customers come first. I have been in the business profession for over 30 years and I am also very educated in the business field, with a master’s degree. Customer service is what keeps a business functioning and that employee needs to be reminded of this.
Sincerely,

Marilyn and Lisa Carlson
PO Box 1442
Browning, MT 59417
twomedkid@yahoo.com

I recently purchased a one-way ticket from LA to Rocklin, CA for my son. He had come in town for his first collegiate wrestling competition. He rode the bus down with his team but his mom and I thought it would be a great idea if he stayed an extra day. Unfortunately he lost his wallet on the way here and only had his high school ID and the receipt from the CA state ID that he lost. His train was scheduled to leave Bakersfield @ 4:50 am on 9/21. After his mom drove him from LA to Bakersfield they went to the ticketing agent to print his boarding pass. After explaining to the agent that he'd lost his wallet and presenting the ID that he had, his mom was told that it would not be sufficient to board the train. In a panic, his mom called me to ask what she should do because she had to be at work in LA. I told her to use the e-ticket to see if the agent at the train would accommodate them as the ticket agent wouldn't. She did so and as the representative at the train was about to allow my son to board, the ticket agent rolled up on a golf cart telling them that this was illegal and that she had cancelled the ticket. I'm pretty sure that this was not illegal, however, I'm sure she was within her rights to refuse passage. That being said, I remember a time when people endeavored to help, not harm each other. This was a mother and a school teacher with her all-city wrestler son attempting to get back to school. Additionally, I'm sure he is not the first person to lose their identification while traveling and I cannot believe that Amtrak would treat someone this way. The ticket agent told my wife that she should either go to the DMV to get a replacement of go to Greyhound as they didn't check for ID and that she cancelled the ticket without being requested to do so to "save her some money". This kind of behavior is saddening. If nothing else, it is a poor example of customer service. As a result, my wife had to bring my son back to LA where both of us had to take off of work to try and resolve this issue. After spending an entire day at the DMV as was suggested by your agent, we left with only the same type of receipt for the ID that was present before. Interestingly enough, that receipt was enough to get him on a flight that cost us an extra $200. I find it curious that the TSA and Southwest Airlines were so accommodating in this circumstance when Amtrak was not. Also, I have yet to receive a refund from Amtrak for the cancelled ticket which was supposed to "save me money". Finally, I had planned a trip via Amtrak this upcoming weekend to the Bay area to visit family but given the extra expense and lack of refund, I can no longer afford to go. Myself and my family travel extensively. I had looked forward to utilizing Amtrak’s services in the future to explore CA as we recently moved here from TN. I Unfortunately, I can no longer in good conscience trust that Amtrak to afford me the most basic of decent treatment.

Sincerely,
Michael Bond
bonded1@hotmail.com