Amtrak — Local services in Denver

My husband and I just recently took a roundtrip train between Green River, Utah and Denver, Colorado. In the beginning, I had made reservations for this trip under the plan for senior citizens. We left Green River on the morning of July 22. Going to Denver from Green River to Denver went smoothly in spite of our train leaving two hours late. As I understand it, our train that day also had to make some engine switches in Grand Junction Colorado, causing even more of a delay. I realize that the delays could not be prevented. We had a great experience on the train that day. During the week I decided to call the people who helped me with the tickets for the train trip, because both my husband and I thought that it might be easier to get seats on the lower level of the train so that we could be nearer to the restrooms, and avoid the stairs. We are both 69 years old. I am blind. My husband has some problems walking due to some health issues. On that first ride, we discovered that negotiating the stairs and balancing proved to be somewhat difficult. When I called our ticket agent, he said that he would see what he could do for us and call back. After a couple of days I called the ticket agent again. I was told that he couldn’t take my call right then, but that he would call me the next day. I heard nothing from them again. On the morning of July 29, we were late getting to the Denver Train Station, due to Some circumstances beyond our own control. Fortunately, we did not miss the train. The people at the station were extremely accommodating in helping us hurry to the train. However, when we were seated into our changed seats that I had in fact requested, the person whom I think was the assistant engineer began berating us. I believe that he did have the right to be frustrated with us because we were late. And we did apologize for that. Since this was part of our first experience with train trips, we did not realize that riding in the lower train car we would be riding backwards for the whole trip. Because we were late, we did not sit together. I sat just in front of my husband. After the assistant engineer told us that we would have to be at the assigned train station at least 45 minutes before the train would leave next time, in a verry angry tone, and that we were lucky that he waited for us, my husband simply asked him if we would be riding backwards for the whole trip. The man said that we would indeed be riding backwards for the whole trip. Then my husband asked if we could sit together, if we took our assigned seats. He gave him a firm no, and then crossly asked are you going to sit down here or in your assigned seats. I can’t keep switching you around. While I was asking my husband what he would like to do the same man said “well, what are you going to do?” I then said “We will just stay here. Then he said again “I can’t keep switching you around.” I finally said, “Do what you need to do.” Once he left even the other people in the car by us said that he had no reason to speak to us in that tone. It is probably doubtful that we will be taking the...

This is the review I left on the Amtrak customer survey I was emailed:

Upon the workers loading our bags & snow board onto the train, they informed us that they would also unload our stuff once we arrived to our destination (this is also stated in my original confirmation email). We were the very last stop in Fraser, when we were at the stop before one of the employees confirmed to us which luggage was ours & that they would have it ready at our next stop. As my 75 year old mother, my 2 young children, myself & cousin were rushed off the train, the doors were immediately closed behind us with no luggage or employee in sight. We immediately started banging on the train doors & windows to try to get someone attention. As the train pulls off, the conductor seen us waving him down, they keep going. My family & I were left in -3 degree weather with no luggage, including our heavy jackets. Luckily there was a little building we were able to go to to get warm while my cousin called amtrack where they argued we weren't supposed to have luggage until she finally realized what train we were on, around that time the train was pulling back up were the employee was extremely rude & told my cousin it was our fault we didn't get our luggage, we were supposed to get our own luggage & we were making them late. Even though they immediately shut the doors behind us & there was no one to even open the train for us to get our own luggage. Unappologically, the employee made my cousin cross the live train tracks to get our luggage. I know they were live because he was yelling at him to be careful that the tracks were live. After previously confirming they had our snow board, that employee said it wasn't there and couldn't find it, even through there was no other luggage on the train & my cousin could clearly see the bag. It wasn't until my cousin was very adamate that that was his snow board that the employee finally gave in and gave it to him, where he had to cross back over the live train tracks. This was all of our first time riding a train, & although the scenery was beautiful, the customer service in person & the 2 phone calls we made were awful. I was told I want allowed to file a complaint on the weekends, only the week days & the person Nick I spoke to was very rude & when I asked to speak to a supervisor, he said the supervisor would not speak to me, that he could handle the situation himself. Every employee we tried to explain our situation to, would not listen & did not believe what we were telling them. Although it's understanding, because the situation does seem quite unbelievable. I will never take an amtrack train anywhere with my family ever again and would highly never recommend it. The customer service is awful, need to take some pointers from Amazon or something. Extremely extremely...

Review of Amtrak Train Experience:

I am currently traveling from Glenwood Springs to Chicago on the California Zephyr and am disappointed to report a highly unprofessional encounter with one of the train staff members I believe named Corey. The issue began when we were assigned seats 11 and 12, which were noticeably closer to the seats in front of them compared to others. At 5 feet tall, my knees were already bent to not touch the seats in front of me, so I can only imagine the discomfort my husband, who is 6 feet tall, was experiencing. These are the only seats in this part of the train that are like this.

When the staff member came through asking, "How is everyone doing?" I responded honestly with "Not good," due to our seating discomfort. Rather than addressing our concerns, the staff member responded sarcastically, saying, "You think you're on a Frontier flight?" in a tone that was both rude and dismissive, and loud enough for over 50 passengers to hear. Feeling embarrassed, I simply explained that he had asked us about our experience, but he quickly became defensive, raising his voice and stating, "I'm just trying to seat 70 people."

Despite my attempts to remain calm and polite, I was met with hostility. When I mentioned that there was no need to be rude, he escalated further, adopting a threatening posture and saying, "I own this train, it’s mine, do you have a problem?" He then called security, who watched us for the remainder of the trip. This treatment left me feeling intimidated l, bullied and anxious about potentially being removed from the train, simply for answering his question honestly.

This same staff member had also displayed rude behavior towards other passengers earlier in the journey. I believe that individuals with such anger issues and an authoritarian attitude should not be interacting with customers, especially in a confined space where passengers should feel safe and respected. This experience does not align with the level of service I expect from Amtrak, especially after paying for this trip.

I would like to know the appropriate channel for reporting such incidents, as no passenger should be made to feel this uncomfortable and disrespected during...