Tom
Portland, OR 97225,#2REBUTTAL Owner of company
Thu, October 09, 2008
Hello, The passenger purchased space on a historic chartered train, under the clear understanding that schedules, equipment and other components of the trip were subject to change at any time. Being he was on one of our trips the previous year, he knew that things happen and that a old steam locomotive is prone to breakdowns, it goes with the territory. Many of his other assertions are incorrect, such as bathrooms.... there was at least one functional bathroom on the train. But we did recommend passengers use those in the towns we stopped whenever possible which is what bus tour companies also recommend. Use onboard facilities sparingly. As for his assertion we didn't get to the end of the line, or the area with the trestles, we got to the yard limits of Salmonberry, which is exactly where we said the train was going. The tall trestles and tunnels he refers to are much further up the railroad in an area of the line which got wiped out in bad storms last December. Yet, I would agree wholeheartedly that the lunches provided by Nehalem Winery were the worst I have seen. Last year, they provided great lunches. Next year, we will not be stopping at the winery. In short, many of the points this passenger brings up are non-issues, or issues outside of our control. But most importantly, he has totally lied and defamed RailsNW. Being one of the largest marketer of rail tours and trips in North America, we pride ourselves on customer service. But nothing we do will satisfy everyone. However, it is interesting that out of the 400+ passengers who rode the train this past weekend, we only received one major complaint. Sure, everyone complained about the lunch, but nearly everyone else enjoyed the trip. However, we will go ahead and refund him for his ticket as we don't like disgruntled passengers. Luckily, we only get a handful of complaints a year, which is pretty amazing considering we book more than 20,000 seats a year on railroads throughout the World. Sincerely, Thomas V. Horstmann, Jr. President www.railsnw.com