The staff on the train to and from the Canyon were amazing, they always are. My mid-line rating comes from the ticket booth staff at the rail station. I realized the day before the departure I had purchased first-class tickets instead of luxury parlor. I walked to the station from my hotel in DT Willians arriving at 17:40. All staff was there, but they were closing. Posted closing time was 18:00. I explained I wanted to upgrade my seats and was told they were closed and needed to go to the hotel counter where they could do that for me. I proceeded over there, standing in line and was told they could not help, and they only showed two seats available and to go back to the train station. I went back to the train station, It was 17:55, and the ticket counter was completely shut down. I asked the manager of the gift shop for assistance because I was panicking because I had been told there were only two seats available at the hotel for the following day. He said he could not assist either and to call the reservation line. I tried that, but it was also closed. I went to the station at 7:30 the following morning to upgrade my tickets, They were late, opening the doors at 7:40, but luckily I was able to get the last two parlor seats. What a horrible customer service experience, and The manager of the ticket counter who told me they were closed when it was only 17:40 needs to be addressed. I was stressed all evening, then needed to be up first thing and at the station when they first opened to send more money with them. Unreal! All this being said, we typically ride this train 4 to 5 times a year, it's usually flawless and fun experience. However, this treatment from the ticket counter was pure insanity.
Odpowiedź od gospodarza
Sep 2023
We appreciate your review and feedback, our team is disappointed to hear that you encountered those issues with the ticket counter. Our Director of Passenger Services has been notified.
Regards,
GCR&H Team