Reservation frustration.

A  True  Story !

The following email is the reply I received from Amtrak after I sent a message to them, via their website, telling of my frustration of trying to get myself, & my recumbent trike, to Paso Robles for the Great Western Bicycle Rally.

Some time ago I made a reservation on the "Pacific Surfliner" to take me, & my trike to San Luis Obispo, Ca. This, because no baggage comes off in Paso Robles.  That was not a problem, as it is but a short ride to a campground in Morro Bay. 

About 2 weeks later a friend of mine was told that in order to take his bike (trike) on the train, it would need to be in a bike box .  It goes without saying that bent trikes (his was a tandem) won't fit in a bike box .  So !

I again called Amtrak, only to have it confirmed that I would have to have my recumbent trike, "in a bike box".  Frustratin', ain't it!   So !!

I decided to, sink or swim, write a message of frustration through that little window that eats up your message, & throws it into Amtrak's policy bank that would send me the message, as I expected, about the box .  So  !!!

Within a few minutes I received a computer generated reply, telling me that I would receive a answer to my email within 24 hours.  Yup, I was sure!  Here comes the box! But then, within 2 hours, I got a phone call from Amtrak requesting the dimensions of my trike, & giving me a " 98% guarantee" that they would get me to San Luis Obispo.  That still left 2 % for their box.

The last job I had, before I took a medical retirement, was for a bus company that had a contract with Amtrak for shuttle service.  I saw the frustration of many cyclists over 1 1/2 years.    So I wrote:

Please, I feel totally confused about my scheduled trip from
Hemet, Ca to Paso Robles, Ca. I have a disability that I refuse to give in to.
In 1995 I was diagnosed with Parkinson's disease. Since 1998 I have cycled
more than 30,000 miles on a recumbent trike with the intent of staying as
well as I can, for as long as I can.

For the last 3 years I have ridden my trike in May, from Hemet to Paso
Robles to show others that PD is not the end of life. This year I want to
ride back from the rally so I can enjoy the rally rather than being so tired
from the 450 mile trip. But after making a reservation for May 21st from
Anaheim to San Luis Obispo, & was told that my trike & trailer would not be
a problem, now I am told that it needs to be boxed!  Please explain to me why
my trike & trailer cannot be put in the baggage car in L.A. & taken off in
San Luis Obispo.

Respectfully, Jim

To my amazement I received this in reply:

-----Original Message-----
From: service @ amtrak.com]
Subject: Fw: Re: Bicycle confusion & disabilities

We will be able to handle this request by subbing a Super I Coach-bag behind
the cab car on 566(21May03).  I have talked with Mr. Wetherell, giving him a
tentative confirmation once we know we can have the coach-bag in place.

And:

----- Original Message -----
From: Thomas, Larry
To: parky @ netzon.net
Cc: Wilson, Jack ; Almilli, Todd ; Flowers, Dora
Sent: Wednesday, May 14, 2003 12:28 PM
Subject: SPECIAL SERVICE REQUEST FOR MAY 21
 

Mr. Wetherell:

 

     This is in reply to your request for being able to bring your specialty bicycle with you on your trip from Anaheim to San Luis Obispo on Train # 775 on May 21.  Arrangements have been made to operate a special Superliner Coach-Baggage car with a lower-level baggage area on this train to accomodate you. 

 

    Incidentally, off the record, I sure have to admire you for your ability to cope with your disability, or should I say your "non-disability"--my Father had Parkinson's Disease for the last 16 years of his life, and my family is well acquainted with this disease.

 

   Have a great trip, and thanks for riding Amtrak!

My sincerest thanks to Mr. Jack Wilson, Mr. Larry Thomas, & everyone else at Amtrak that is involved with this "SPECIAL SERVICE REQUEST".

I'll see you on the 21st, in Anaheim .   " I Never Give Up! "      Parky