Re: Figured out Amtrak problem

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described it as a "random entry error." They said someone probably went up to an agent at the ticket counter, gave an incorrect confirmation number that happened to be yours, or the agent just clicked the wrong reservation on the screen. Then the real problem arose when the agent didn't check that the ticket he/she was changing corresponded to the name on the person's ID. I was concerned that this was fraud, but the Amtrak folks I spoke to (pretty high up in customer service) seemed very certain that it wasn't fraud since this same issue arises with some frequency. Like Eryn said, the only way to make sure it doesn't happen in the future is to check an hour out, which her and Aditi happened to do this time! On Wed, Apr 22, 2015 at 9:13 PM, Eryn Sepp <[email protected]> wrote: > So weird Milia but thank you for figuring that out. We'll just make it a > practice to check on reservations an hour in advance no matter what in case > this happens again. Heck, that's the only reason we caught it in the first > place. > > On Wed, Apr 22, 2015 at 9:02 PM, Milia Fisher <[email protected]> > wrote: > >> Hi John- >> >> I spent some time on the phone with Amtrak trying to figure out what >> went wrong with your reservation tonight. When I got be right person >> on the phone she told me that they suffer from a company wide >> incompetency which sometimes results in ticket agents failing to check >> a customers ID before they change a ticket. It apparently happens >> "more than they would like to admit." They're fairly certain that's >> what happened in this case and are happy to refund the cost of the new >> Acela ticket we had to buy tonight. >> >> So sorry that you ended up with the short end of the stick here. Very >> glad that Eryn and the finance team were able to catch it before you >> tried to get on the train. We'll make sure to do the same quick check >> from here on out. >> >> Milia >> > > > > -- > Eryn M. Sepp > Cell: 818-456-2881 > -- Milia Fisher Special Assistant to the Chair Hillary for America [email protected] o: 646.854.1198 c: 858.395.1741 Delivered-To: [email protected] Received: by 10.25.24.94 with SMTP id o91csp1552439lfi; Wed, 22 Apr 2015 18:20:33 -0700 (PDT) X-Received: by 10.202.74.71 with SMTP id x68mr261575oia.93.1429752032623; Wed, 22 Apr 2015 18:20:32 -0700 (PDT) Return-Path: <[email protected]> Received: from mail-oi0-f42.google.com (mail-oi0-f42.google.com. [209.85.218.42]) by mx.google.com with ESMTPS id c3si4755049oem.52.2015.04.22.18.20.31 for <[email protected]> (version=TLSv1.2 cipher=ECDHE-RSA-AES128-GCM-SHA256 bits=128/128); Wed, 22 Apr 2015 18:20:32 -0700 (PDT) Received-SPF: pass (google.com: domain of [email protected] designates 209.85.218.42 as permitted sender) client-ip=209.85.218.42; Authentication-Results: mx.google.com; spf=pass (google.com: domain of [email protected] designates 209.85.218.42 as permitted sender) [email protected]; dmarc=pass (p=NONE dis=NONE) header.from=hillaryclinton.com Received: by mail-oi0-f42.google.com with SMTP id a37so2726505oic.0 for <[email protected]>; Wed, 22 Apr 2015 18:20:31 -0700 (PDT) X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net; s=20130820; h=x-gm-message-state:mime-version:in-reply-to:references:date :message-id:subject:from:to:cc:content-type; bh=F5qYpQEtbn5EHoqYENyM5OgKPGhfAHCLmY4AfJL7b8A=; b=idLrdMz8UfKs2l22JshIwqt5jr/vkgm1A3arqSzoRGT4m7vLbXRNZw6jK4F4eRa27y 8zs6CrVb8YbOywvfzv6RZnC5xSeMsp/IrS+vJhWEZiHwP0ojcy8OEygk42axM0q6+8p6 Hxn1A0BQeK5upaJ/qx7XKvpsBs9huOhmV4zWHX5Jkw4J7sPnwEGjybcXAy33njmZpcjv pXQacSB43YKEz6joLjHzu6vknMee/Hf5MzdNyKLeq8+/dzGA+RXQmeFSf4Tza0Czqmvg iIe18m9RY0BGZ23BrGyua0dOAuDTSNd9jJ4UrdjU6Ohu7bv8G/UBC6F5OwqarXyJiDQb VLtg== X-Gm-Message-State: ALoCoQlkvIqr5GKm6xUobOj07wY19VYVPTJ1fULaSWG62TH2LjZiY9byvml9hPHiPjE7UVgBIJdy MIME-Version: 1.0 X-Received: by 10.60.159.97 with SMTP id xb1mr314735oeb.50.1429752031873; Wed, 22 Apr 2015 18:20:31 -0700 (PDT) Received: by 10.202.216.215 with HTTP; Wed, 22 Apr 2015 18:20:31 -0700 (PDT) In-Reply-To: <CAKM1B-_b3MEWw6mp48=XUE_9Gar5OY2TX6CbOV5WJTz0EtmUKQ@mail.gmail.com> References: <-6049337635104069916@unknownmsgid> <CAKM1B-_b3MEWw6mp48=XUE_9Gar5OY2TX6CbOV5WJTz0EtmUKQ@mail.gmail.com> Date: Wed, 22 Apr 2015 21:20:31 -0400 Message-ID: <CAEMn5Qm1X=cKNF+en0J5XtxciW8wnWzE_m-U4q78-KsnG+ki=A@mail.gmail.com> Subject: Re: Figured out Amtrak problem From: Milia Fisher <[email protected]> To: Eryn Sepp <[email protected]> CC: John Podesta <[email protected]> Content-Type: multipart/alternative; boundary=047d7bd76fe6fa212205145a15a9 --047d7bd76fe6fa212205145a15a9 Content-Type: text/plain; charset=UTF-8 They described it as a "random entry error." They said someone probably went up to an agent at the ticket counter, gave an incorrect confirmation number that happened to be yours, or the agent just clicked the wrong reservation on the screen. Then the real problem arose when the agent didn't check that the ticket he/she was changing corresponded to the name on the person's ID. I was concerned that this was fraud, but the Amtrak folks I spoke to (pretty high up in customer service) seemed very certain that it wasn't fraud since this same issue arises with some frequency. Like Eryn said, the only way to make sure it doesn't happen in the future is to check an hour out, which her and Aditi happened to do this time! On Wed, Apr 22, 2015 at 9:13 PM, Eryn Sepp <[email protected]> wrote: > So weird Milia but thank you for figuring that out. We'll just make it a > practice to check on reservations an hour in advance no matter what in case > this happens again. Heck, that's the only reason we caught it in the first > place. > > On Wed, Apr 22, 2015 at 9:02 PM, Milia Fisher <[email protected]> > wrote: > >> Hi John- >> >> I spent some time on the phone with Amtrak trying to figure out what >> went wrong with your reservation tonight. When I got be right person >> on the phone she told me that they suffer from a company wide >> incompetency which sometimes results in ticket agents failing to check >> a customers ID before they change a ticket. It apparently happens >> "more than they would like to admit." They're fairly certain that's >> what happened in this case and are happy to refund the cost of the new >> Acela ticket we had to buy tonight. >> >> So sorry that you ended up with the short end of the stick here. Very >> glad that Eryn and the finance team were able to catch it before you >> tried to get on the train. We'll make sure to do the same quick check >> from here on out. >> >> Milia >> > > > > -- > Eryn M. Sepp > Cell: 818-456-2881 > -- Milia Fisher Special Assistant to the Chair Hillary for America [email protected] o: 646.854.1198 c: 858.395.1741 --047d7bd76fe6fa212205145a15a9 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable <div dir=3D"ltr">They described it as a "random entry error." The= y said someone probably went up to an agent at the ticket counter, gave an = incorrect confirmation number that happened to be yours, or the agent just = clicked the wrong reservation on the screen. Then the real problem arose wh= en the agent didn't check that the ticket he/she was changing correspon= ded to the name on the person's ID.<div><br></div><div>I was concerned = that this was fraud, but the Amtrak folks I spoke to (pretty high up in cus= tomer service) seemed very certain that it wasn't fraud since this same= issue arises with some frequency.=C2=A0<br><div><br></div><div>Like Eryn s= aid, the only way to make sure it doesn't happen in the future is to ch= eck an hour out, which her and Aditi happened to do this time!</div></div><= /div><div class=3D"gmail_extra"><br><div class=3D"gmail_quote">On Wed, Apr = 22, 2015 at 9:13 PM, Eryn Sepp <span dir=3D"ltr"><<a href=3D"mailto:eryn= [email protected]" target=3D"_blank">[email protected]</a>></span> wrote= :<br><blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-le= ft:1px #ccc solid;padding-left:1ex"><div dir=3D"ltr">So weird Milia but tha= nk you for figuring that out.=C2=A0=C2=A0 We'll just make it a practice= to check on reservations an hour in advance no matter what=C2=A0in case th= is happens again. Heck, that's the only reason we caught it in the firs= t place.</div><div class=3D"gmail_extra"><div><div class=3D"h5"><br><div cl= ass=3D"gmail_quote">On Wed, Apr 22, 2015 at 9:02 PM, Milia Fisher <span dir= =3D"ltr"><<a href=3D"mailto:[email protected]" target=3D"_blank= ">[email protected]</a>></span> wrote:<br><blockquote class=3D"= gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-= left:1ex">Hi John-<br> <br> I spent some time on the phone with Amtrak trying to figure out what<br> went wrong with your reservation tonight. When I got be right person<br> on the phone she told me that they suffer from a company wide<br> incompetency which sometimes results in ticket agents failing to check<br> a customers ID before they change a ticket. It apparently happens<br> "more than they would like to admit." They're fairly certain = that's<br> what happened in this case and are happy to refund the cost of the new<br> Acela ticket we had to buy tonight.<br> <br> So sorry that you ended up with the short end of the stick here. Very<br> glad that Eryn and the finance team were able to catch it before you<br> tried to get on the train. We'll make sure to do the same quick check<b= r> from here on out.<br> <span><font color=3D"#888888"><br> Milia<br> </font></span></blockquote></div><br><br clear=3D"all"><br></div></div><spa= n class=3D"HOEnZb"><font color=3D"#888888">-- <br><div><div dir=3D"ltr">Ery= n M. Sepp<div>Cell: <a href=3D"tel:818-456-2881" value=3D"+18184562881" tar= get=3D"_blank">818-456-2881</a></div></div></div> </font></span></div> </blockquote></div><br><br clear=3D"all"><div><br></div>-- <br><div class= =3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir= =3D"ltr">Milia Fisher<div>Special Assistant to the Chair</div><div>Hillary = for America</div><div><a href=3D"mailto:[email protected]" target= =3D"_blank">[email protected]</a>=C2=A0</div><div>o: 646.854.1198 = c: 858.395.1741</div></div></div></div></div></div></div> </div> --047d7bd76fe6fa212205145a15a9--