What does Amtrak do with written feedback about employees?
When a customer contacts Amtrak to give positive or negative feedback about an employee, does Amtrak do anything with it?
For negative feedback: I had a terrible experience with a sleeping car attendant who screamed at me when I boarded through another car, screamed at me again and refused to let me off at my stop, and then on the next trip came to my room and told me to get out and go to another car because he wasn’t “comfortable”.
I contacted Amtrak (via email to Customer Service, which was ignored, and then via Twitter and via US mail). Amtrak informed me that they added the information to a database.
For positive feedback: I Tweeted praise, naming an employee and giving the date and train number. Amtrak responded that it would pass the praise along.
What would Amtrak do with the feedback, and would there be any good or bad consequences for the employees?
Thanks.