9290 e. Thompson Pk Pkwy DC Ranch #231 Scottsdale, AZ 85255 10/11/11
Good afternoon, I am writing you as I am getting no response or help from Amtrak. Addresses to complain to Amtrak higher management are well hidden. I hope you can assist or point me in the correct direction. This has to do with Amtrak's lack of concern (total disregard) with the American Disability Act.
Reservation Number: 009817
Date of Incident: September 25th
Time of Incident: afternoon
My wife and I are disabled and in our 70's. We are not wheelchair bound but severely physically limited. And we are disgusted with the Amtrak service that was available to us. There wasn't any!!! First, the only elevator at the end of the route from the Newark, NJ airtrain to the Amtrak station was out of order and we had to try and maneuver our cases down an escalator. I lost my balance and almost fell as I was desperately trying to control two wheeled suitcases. We asked the ticket agent (in his booth) if there was a redcap or any Amtrak personnel to aid us and there wasn't. I have had multiple back surgeries and told not to lift anything over 20 pounds. I needed help to place the luggage over our seats but again there was no one to help as we were holding up other passengers trying to get seats on the train. We were going to visit friends in Pennsylvania and we had departed the train in Wilmington, DE. Again there was no one to help us in this station also. We had to carry our cases over the separation from the train to the platform as there was no ramp. Also there was no way to get to the street level except by steps. We have been under intense pain since that horrendous trip. And we will be seeing a doctor when we return to Phoenix tomorrow. Amtrak has no assistance for the disabled. We noted a sign pasted on the wall near the car exit, written in tiny letters. "For disabled passengers" "If you need assistance, seek a agent in your car. If there is no one in your car walk through the other cars" How do you expect the disabled to do that? It was not only a terrible trip but it inflicted greater injuries upon us. What is your reply???
From: Amtrak Customer Service
Date: October 5 11:13: 10 AM MST
To: "ray. [email protected]"
Subject: Amtrak Follow Up - Travel Planning [#440142]
Dear Mr. Herman:
Thank you for your recent email contact.
We are so very sorry you did not receive the assistance you needed when you traveled. We are working hard to improve the level of customer service that we deliver to each of our passengers and we regret that we did not meet your expectations. Our employees are expected to provide the best assistance possible and to perform their duties in a professional manner. We truly regret that you received otherwise. We have entered your concerns into our customer database. This information is kept on file and made part of our permanent record.
As information, baggage assistance at the station and on board the train is limited. For future reference, please let the agent booking your reservation what assistance will be needed when traveling. Amtrak currently serves over 500 cities and towns across the country. Unfortunately, it is not possible for us to have Amtrak personnel and baggage assistance at all of these locations. There are many routes and staffed stations that we would like to offer. However, our most important goal is to continue to meet our current service commitments in a cost-effective manner. This can be done by increasing the efficiency of all aspects of our operation, thereby reducing our need for federal subsidy.
Once again, thank you for contacting us. We strive at Amtrak to deliver a comfortable and enjoyable travel experience for all of our customers. Our guiding principles are to provide a safer, greener, healthier and better connected passenger rail system.
We look forward to serving you in the future aboard Amtrak.
Sincerely,
Amtrak Customer Relations
Case ID: 2503281
—Original Message—
From: ray. [email protected]
Date: 9/30 10:06: 40 PM
Subject: Travel Planning
Name: Ray Herman
Address1:9290 E. Thompson Peak Parkway
Address2: DC Ranch #231
City: Scottsdale
State: AZ
Zip/Postal: 85255
Primary Phone: 480-513-8367 - home
Sir/Ma'am
As you can see, the conversation I had with Roxanne Young from Amtrak, first on the phone and then this follow-up, did nothing to address my issues. It told me that my case will be buried in a database somewhere. I was extremely disappointed with Ms. Young's tone and her complaining that the Newark airport is a "new facility". She brushed me off with excuses not answers. What I don't also understand is when I told the agent when I ordered my ticket that we were elderly and disabled that there was no special provision or even a discount for us and when we got to Newark Amtrak station to check in, the ticket agent asked if we wanted to go on an earlier train. I said, "sure" and then he asked for an extra $10 for each of us. Why? But the issue that Amtrak breached all the rules set by ADA, is paramount. And unless we receive a full refund and you take care of the medical bills that relate to this train trip, this letter will be escalated to Ray LaHood, and the rest of the Board, as well as others in government. We are still greatly in pain. We have now seen our doctor and I have to get a spinal steroid injection this coming Thursday (Oct. 13th).
My wife also may get a similar injection and both of us were told and given a prescription for physical therapy. Amtrak is liable for all of the above as it caused the problems which are all documented. So we will have some large claims. The reason, that I am writing on the 11th of October is because Amtrak never accepts or replies to my emails. The only voice contact was with Roxanne Young who identified herself as District Manager of the New Jersey station. Who can I turn to? Ray and Sandy Herman
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