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Long trip…poor service…disappointing Business Class in the Corridor
VIA Rail Canada的点评
点评：My husband and I were returning from a holiday in Asia and Australia where the customer service haf been outstanding. Then we met Via Rail. We travelled Business Class from Toronto Union Station to Montreal. We received no messages from Via to advise our train had been delayed and spent $70 on a taxi from Toronto airport needlessly to reach the station and not miss our 632am departure. Via clearly says they will advise by text or email to delays. Even their app,indicated no delay. We could have waited and taken the cheaper Union Express commuter service and saved the taxi fare if we had known. Departure kept getting pushed back until it eventually departed around 9am. At the station it was chaos…the staff haven’t got a public address system and instead shout out departure information like a third world operation. How bizarre. Eventually aboard the train the attendant when asked about lack of seat power, shrugged off my query saying it wouldn’t be live until the train started movement. That was a lie. Then she claimed I should press the reset button - there is no reset button. We almost didn’t have the breakfast aboard as she mumbled something about a late booking window. Waited until everyone else was served before receiving meals. Was made to feel like a poverty case. The trip which should have taken about 5 hours became 9 hours. When questioned about compensation their unhelpful and cold customer experience call centre agent simply dismissed my compensation by saying that they had waived all compensation due to the weather. No discussion and their decision has been made. The real cause of the delay was their lack of staff to prepare the train properly for the start up on January 17th causing the trains to leave their depot late. It appears they have a compensation program for late trains but simply disqualify customers by waiving the all encompassing weather flag. Very disappointing experience for our spending close to $500 and being made to feel as an inconvenience to them not worthy of sending status updates, poor onboard service and a complete lack of empathy when addressing a legitimate complaint. This business could learn much from seeing how other first world transportation companies in Asia treat their customers with respect, courtesy and empathy offering solutions not excuses.
翻译：我和丈夫刚从亚洲和澳大利亚度假回来，那里的客户服务非常出色。然后我们遇到了 Via Rail。我们乘坐商务舱从多伦多联合车站前往蒙特利尔。我们没有收到 Via 发来的消息，告知我们的火车晚点了，我们花了 70 美元从多伦多机场打车到达车站，不必要地赶上了我们 632 点的出发时间。Via 明确表示，他们会通过短信或电子邮件通知延误情况。甚至他们的应用程序也显示没有延误。如果我们早知道的话，我们可以等一等，乘坐更便宜的联合快运通勤服务，省下出租车费。出发时间一直被推迟，直到最终在 9 点左右出发。车站一片混乱……工作人员没有公共广播系统，而是像第三世界一样大声喊出出发信息。多么奇怪。最后登上火车时，当乘务员被问及座位电源不足时，她对我的问题不屑一顾，说要等火车开动后才会有电源。那是个谎言。然后她声称我应该按重置按钮——没有重置按钮。我们差点没在车上吃早餐，因为她嘟囔着说了些关于预订窗口延迟的事情。等到其他人都吃饱了才开始吃饭。感觉自己像个穷人。本来应该花 5 个小时的旅程变成了 9 个小时。当被问及赔偿问题时，他们冷漠无情的客户体验呼叫中心代理只是拒绝了我的赔偿，说他们已经因为天气原因放弃了所有赔偿。没有讨论，他们也没有做出决定。延误的真正原因是他们缺乏工作人员为 1 月 17 日的开通做好火车的准备，导致火车晚点离开他们的车库。他们似乎有一个晚点火车的补偿计划，但只是通过放弃全面的天气标志来取消客户的资格。非常令人失望的经历，我们花了近 500 美元，却觉得给他们带来了不便，不值得发送状态更新，车上服务很差，在处理合理投诉时完全缺乏同理心。该企业可以从观察亚洲其他第一世界运输公司如何以尊重、礼貌和同理心对待客户，提供解决方案而不是借口中学到很多东西。
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