Horrendous customer service. After my first flight was late, they canceled my connecting flight. Everyone on the flight was made to wait in line without giving us any indication of a possible solution. Any person who asked any questions- including if there was another flight that night- was rudely told to wait their turn. After waiting in line for 2 hours with no water, no bathroom, and no information I was told that they could put me on standby for a number of flights the next day, and I was welcome to wait around and hope.
They offered to let me ride the train instead, but they refused to let me take my bag for "security reasons, " although they promised to pay for clothing/toiletry expenditures, and didn’t expect more than a 2 day delay in getting my bags to me. Unfortunately, they made no reservation for the (booked) train, and so I was kicked off the train an hour into the ride and had to wait in the cold (during the blizzards in December) in a train station from 12AM-4AM. I then ended up having to pay for part of the ticket. I didn’t get my luggage for 5 days. Eight weeks later, customer service has not responded to any of my emails, the call centers tell me that I have to email customer service, and if I push them or ask for a manager, they hang up on me.
Overall, the flight I was on was just below expectations; surlier than average staff, left late, but otherwise acceptable. However, they obviously can’t handle problems or their resolution with any degree of success.