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.

I honestly do not think they do anything unless they receive multiple complaints about an individual within a relatively short period of time.

It seems clear to me that Amtrak does not expend much, if any, management time or effort in supervising or ensuring adherence to policy for their onboard service personnel.

Thanks. Does Amtrak senior management ride its trains from time to time?

I can't imagine that the CEO would enjoy being screamed at for approaching a cafe car counter from the coach side if he was in a sleeping car, or Flexible Dining.

Probably not. If they do, most likely on the North West Corridor for a photo op.

Nope. The few times they are on an LD, they are in their business car with it's own chef.

I don't think Amtrak cares.

I use to drive a tour bus in Southeast Alaska and the passengers on the tour would be given comment cards to fill out and leave them on the bus. Early in the summer season I took the comment cards to my supervisor and she dumped them right in the trash.

Brilliant and a great way to maximize revenues.

UPDATE
 

I was at my local train station, and the same brutal sleeping car attendant saw me and began screaming at me again, months after the first episodes. I was out running early in the morning, and I decided to stop and watch the train pull in, to see if any passengers would get off.

He screamed, “I’d better not ever see you on this train again!”

Not sure how that’s appropriate behavior for a sleeping car attendant.

hmm next time around take a video and send it to your local news station?