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[QUOTE]Originally posted by Henry Kisor: [QB] After reading the comments to the news story in the original post, I strongly suspect that the customer service person who made that remark about lessons to learn may actually have been showing great forbearance after ninety-eleven hours of being screamed at and being called a stupid, ignorant bitch (perhaps with racial references) despite having no answers because nobody down the line had any information to pass on to her. They did not know when they were finally going to be able to conquer the weather and get their trains moving. I saw something very similar fifteen years ago when the eastbound California Zephyr limped into Denver at 2 a.m. thanks to a freight derailment in the Colorado Rockies. Many passengers did not care about the reason for their delay, just that they had been delayed and it was all Amtrak's fault. Twice I saw the tough female station chief run weeping from the room where rowdy, demanding, screaming first class passengers were being given air tickets to fly on to their destinations, only to collect her wits, take a deep breath and return to the fray. I was amazed that she did not punch out a particularly nasty fellow for his highly personal insults but handled him with great courtesy. Sure, Amtrak could have handled this week's situation better, had its budget allowed for such things as cots and blankets and intensive crisis training for station personnel. But the American people elected the politicians who all but strangled the railroad in the name of free-market profit-making while heavily subsidizing airport comforts. The ultimate blame lies with us. [/QB][/QUOTE]
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