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I made reservations online for a trip in August this past Sunday on the Amtrak web site. I chose to pick my tickets up at the station. I also looked online to see how to operate the Quik-Trak Ticketing machine because this is how I was going to pick up my tickets. When I arrived at the station, I noticed that this station didn't have a Quik-Trak Ticketing machine, so I had to see the Ticket Agent. The agent was seated in a back room behind the counter and I waited about 10 minutes before I could get his attention. When he did come to the counter I asked why there was no machine, his answer was "If you want to use it you will have to go to Milwaukee"
I have been in the "Customer Service" business for 18 years and this isn't the proper way to handle a customer. After leaving with my tickets I thought, if the agent didn't want to be bothered he should have kept the machine at the station. It would have taken me 5 minutes to get my tickets using the machine instead it took me 15 minutes.
I will still take the train on trips. This little incident won't stop me. May be Amtrak should send them to Custoimer Service seminars. I know this ticket agent needed to attend.
I did send Amtrak an e-mail asking them why the Buffalo, NY (Depew)station doesn't have a machine. They said they are investigating the matter.
dilly Member # 1427
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#1 According to Amtrak's National Timetable, Buffalo-Depew doesn't have a Quik-Trak machine. If you assumed that the station did, that's your problem, not the railroad's.
#2 Next time, make a lot more noise to get the agent's attention.
#3 Ticket agents have no say over whether their station does (or doesn't) have a Quik-Trak machine.
#4 I suspect that his crack about "Milwaukee" was a sour attempt at a joke.
Chill out. You've got your tickets. Enjoy your trip.
RRRICH Member # 1418
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I thought Quik-Trak machines were only in NE Corridor stations.......
MDRR Member # 2992
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Quik-trak machines are available in Chicago and at some unmanned stations in the midwest, but are basically designed for high volume stations
Italiancanuck89 Member # 1873
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Also keep in mind that the glass around the ticket both is considerably thick for safety purposes. He probably heard nothing at all when you walked up to the window.
LateShoreLimited Member # 2025
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Actually there was a ticket machine but it was removed and sent to Milwaukee....so his attempt at humor was actually pretty funny.
GrandmaJudy Member # 2467
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Last Saturday morning in the Milwaukee station there were 4-deep lines at three ticket windows & no one using the Quik-Trak. Guess here in Milwaukee we all want that "personal touch".
sbalax Member # 2801
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I guess there's a learning curve involved here. Remember when ATM's were new?
A friend in the airline business says that the automated ticket/check-in machines were slow to catch on but now at some stations (interesting that they continue to use rail lingo!) 85 to 90% of all check-in is done by the pax on a machine! The labor savings have been considerable.
I've never used the Amtrak machine. We don't have one here in SBA and I usually have my ticket when I'm in LA.
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