I was traveling from NYC to BWI on the 165 Northeast Regional. When I got off at BWI I instantly realized that I left my carry-on luggage above my seat in the overhead compartment.
I attempted to run back to the train, but it was already rolling out of the station at that point. I called Amtrak's customer service department within 5 minutes and told her my situation. She was very friendly and helpful and said that she would let the stations know. The next day I continued to call around because I hadn't heard of any new information regarding my luggage.
I was bounced around between Union Station's Amtrak Lost and Found, Amtrak Customer Services, and Amtrak Customer Relations. Each employee was less helpful than the previous. They told me that all I can do is wait at this point. There is no effort on their part to help track down my luggage.
There should be a way for the employees to get in contact with current employees on the train to check. I insisted on doing this myself but I was told that I am not allowed to speak with train personnel. The whole process was cold and disrespectful. The employees showed no enthusiasm for their customers and were rude at times.
The train only had one more stop when I got off at BWI. It was also the final trip of the day for that train. The crews inability to track down my luggage after I very accurately described the appearance and location reflects the general poor customer service that the entire Amtrak staff demonstrated. The bag should have been found that evening.
All that needed to happen was the Customer Service Rep reach out to a current Train Representative and tell him/her to check my seat. I am beyond furious at Amtrak's lack of responsibility and concern for their customers. And just for further reference, I was told that the train was serviced last night and cleaned last night. In my opinion the bag was either found during cleaning and not properly reported or not found because of poor cleaning procedures and is still on the train.
The staff of course will not let me reach out to any train personnel to check for me? That makes not sense to me.
Monetary Loss: $400.