Corporate Office

I traveled with Amtrak on April 14th. I went from Wilmington DE to Altoona PA. My return date was April 17th. I wanted to let you know that one of your employees (David Hower) was very helpful to me. I got on the train in Wilmington DE and had to change trains in Philadelphia. That wasn't a very pleasant ride. One of your conductors (female) was very rude to me. I thought the rest of the trip was going to be the same way until I made the change in Philadelphia. I was pleasantly surprised when I was greeted by Mr Hower. He was so helpful and assisted me without me even having to ask. I was excited to see him again on my return trip from Altoona Pa. You should be very proud of Mr. Hower in the way he represents Amtrak. You can tell he enjoys his job. He is so helpful and courteous. There was also a lady by the name of Yvonne who works in the dining car. Very nice as well. I wanted to take the time to let you know because I feel they deserve a big thank you from me as being a customer that appreciates great customer service. I would also hope that they are rewarded in some way by you "the employer". Keep in mind these types of employees are what keeps customers coming back. Mr. Hower has excellent customer service and knows the wants and needs of your customers. Please pass this comment on to his direct manager. I think it is important to give positive feed back when possible. This motivates your employees. I have worked in the hotel business for many years and know how important it is to hear the feed back from your guests/customers. Thank you for a great experience and I will certainly be using Amtrak in the future. Best wishes to you all, Jackie Figart 177 Mayor Lane Felton DE 11943

This letter was sent September 25, 2014 to Customer Relations and Amtrak Corporate. A follow-up call was made to assess the status of my concerns. The representative (Steve #2823) informed me of the Company's stance--Another E-VOUCHER !! (For service less than timely or satisfactory). Dear Sir/Madame: Re: Res. #A8EF82 – Case #2909521 I purchased a ticket (178.20) for a Broadway performance which was scheduled to take place September 23, 2014, at 8:00 p.m. To attend this performance I purchased a ticket from your railway which was scheduled to depart from its point of origin (Erie, PA) at 7:22 a.m. It was scheduled to arrive at its destination (New York) at 6:23 p.m. Prior to its arrival I received several updates regarding the arrival of Train 48. Upon each inquiry I was told, “The train can make up the time.” At 6:00 p.m. the train arrived in Syracuse, New York. A conversation with a fellow passenger enlightened me the fact the train would not arrive in time for the performance to which I was solely traveling to see. I have attached a copy of ticket for the missed Broadway performance, the railway ticket used and an e-voucher. I am seeking restitution for the following— • The price of the ticket for the Broadway performance - $178.20 • Your railway ticket 2655547029669 • E-voucher V952683485 I have contacted your customer relations department to file a claim. I am uncertain of your protocol in instances such as this, but I am certain my travel plans cannot include your services. The issuance of an e-voucher will not be satisfactory. Your prompt attention in this matter will be greatly appreciated. Sincerely, Diane L. Dabney