Amtrak

My husband was traveling from MA on Amtrak to Penn Station (Tuesday) when his connecting train from NY to WPB was cancelled. I immediately called Amtrak & the agent advised she was not going to book him for the following day because they would be able to better assist him at the service desk when he arrived & also setup him up with a hotel accommodation if needed. By the time he got to NY the train for the following day was booked & they didn’t have a train available for 2 days (Thursday). They also told him they do not help with hotel stays & gave him the number to customer service to call about a hotel room. At Penn station he spoke with the Manager Mark, who was extremely rude & unprofessional & gave him the contact info for the assistant superintendent Randolph Starver who he couldn’t reach. Then we both made a call to Amtrak customer service & were on hold for over an hour to both be told they don’t know why we were advised to call them since there is nothing they can do & he needs to talk to the service desk at the station. The woman I spoke with gave me an email for corporate. I found the phone # for corporate which is completely useless. You can not reach a real person at all. I attempted to get a refund via the link Amtrak provides for a refund & it doesn’t even work. Then I called the # they provided for a refund. The woman acted like she was helping me, put me on hold without telling me & then after waiting for 15 mins an automated message said it was after business hours & to call back & disconnected. It’s like Amtrak is designed to not assist you in any way. Absolutely ridiculous. He ended up having to book a ticket with Greyhound so he’s arrive home in time. The customer service at Amtrak is nonexistent, everyone just passes the buck until the customer gives up. What about people who can’t afford a hotel due to a delay? They are expected to wait at the station for days? It’s unacceptable. I would like a full refund for our ticket RES# 980AC9

On January 5, 2022 I was on the Train #5 from Chicago to Sacramento, CA we had a sleeper in which poor services was giving to me and my son. The train was dirty so we clean our sleeper room. We had several people that was nasty on this train namely Francine and Yolanda that was mean. I asked questions and they was very short with me like I was doing them a favor for being on the train...there was lack of customer services. During Covid-19-Omicron It was dirty and the toilet was overflowing and we was not moved to another sleeper...my suggestion during Covid-19/Omicron I would like to see the train stayed at Sacramento CA after two days for about 20 minutes to be clean throughout. I am very concerned about my health because I have one kidney so I am scheduling a doctor's appointment this week so I am alright. I had both of my vaccine and booster I am 64 years old. I can be reached at 916-366-9064 or email [email protected]
Respectly Submitted, Ms. Debra Finch (widow)

I called Amtrak to find out why no saver/value tickets are available for the sea-lax route that was any day in Feb '22 and less than 10% booked while available for the same route 2 weeks away in mid Dec '21 and 40% booked. I got a callback at 5.22 pm Pacific time from 6103872289. The agent has put me on hold saying it's required by policy for 25 min now! He checks in every 7 min and says his computer crashed! He doesn't remember my question and says policy doesn't allow him to write it down! Easily the most ridiculous customer experience...

This crew is awesome at accommodating the passengers. Amy has excellent people skills delivered with grace and confidence. Eva in the cafe could not be sweeter if she had a sugar-gum-drop hat. She was absolutely perfect with her guests. Thanks so much for a great train ride HOME!

The staff today accommodated the passengers perfectly. I am so impressed by the care and concern they have for the passengers on this train ride. I will be back next week. This staff did an awesome job and they have all my thanks.

This staff did so well to accommodate the passengers on my train ride. They did a great job. Thank you so much for being so sweet and assertive to all the passengers today!

The start of our trip from Edmonds,Wa. was 2 hours late when we got on the train we were told the diner was about to close so if we wanted dinner we had better hurry. On getting back to our room we discovered the curtain over the window was broken so it couldn't be closed letting in light. The curtain that covers the door wouldn't stay closed because the velcro was worn out and wouldn't stay closed and let in light from the hall. The light in the bathroom was burned out so I was told it will be written up.When the bed was made by the attendant nothing was tucked in the mattress was just dropped on the couch. On the California Zephyr they had placed the liquid soap dispenser in one of the drinking glasses NOT sanitary. My room had no toilet paper in the holder had to replace it myself. The shower head had an unstoppable leak which dripped water on my arm and leg when using the toilet. After waiting ten hours in Sacramento we were told my wife didn't show as traveling with me after much confusion they decided she was travelling but we had to go in different rooms (we had 2 rooms for the entire trip) but when we went to board the car attendant said those rooms weren't cleaned so we got stuck in the handicapped room for a half hour to get our rooms ready. I forgot to mention on the empire builder the seat was broken and the front edge hung down so low you couldn't sit in it. All in all it was a miserable trip and after paying $9000.00 dollars I expected better accommodations. This was reservation#ODF1A7 Car 831 and 532and 1431 VERY DISAPPOINTED.

I have taken almost every Amtrak. I would like to be as important as freight trains or big people. I wish I were as important as a dog. These are events that delay trains. Drunks also delay trains. All of this is okay. Smokers are not accommodated to step out and smoke. Every smoke stop is different in time allows if it is not cancelled. Usually it is seconds and never have I seen a smoker delay a train. They do not want to be left for a drag. Accommodate all of your passengers, Amtrak, or we can ride with someone else. We are paying passengers and we should be accommodated for 30 seconds!

We had no smoke and stretch stop for ten hours. Toledo was a stop that I did not get to see. Smoke and stretch stops are not a priority. This is unacceptable and it makes it rough on everyone. Smokers paid the same fare and should be accommodated fairly. We had to beg and plead to get out. Then we were called back in twenty seconds. Please do better if you wish for smokers to pick Amtrak. The staff was rude as well. There were no announcements made about a break. We were just ignored.

Hester is a super lady when it comes to accommodating her passengers along w/ the staff today on my Amtrak ride .. I have never seen a better job done w/ services ! Thx so much to this team making our train ride AWESOME!

I called Amtrak Customer Service to get a quote for travel at 1-800-872-7245. I received a call back from 1-610-387-2289 at 844AM Washington State time. The customer rep that called me back started off kind of rough, I usually tell them that is ok and get off the phone because I can tell this will be a bad experience but needed the info on schedule and prices so I proceeded with the call.

The customer rep was a little rough around the edges the whole call but then after the pricing , I politely informed her it would be cheaper to fly and that I did not want to reserve a ride. She immediately responded rudely with, thank you for calling have a good day and hung up with out any response from me. Very rude and unprofessional.

I hope by submitting this that someone from Amtrak will check into this negative experience I had with Amtrak Customer Service today. I believe I have called in the past and had a similar experience. I don't understand if you are not a people person, have no patience with people. Why? Are you a Customer Service Rep for any company? Thank you..

On January 29, We (my daughter and I) filed a complaint due to the poor services I received throughout our roundtrip. I have yet to receive a copy of my complaint.
I went to the Fort Hood VA Emergency Room in Temple, Texas. I did not use Medicare. I only have Medicare A and have never used it as it only covers hospitalization. I am a veteran and use only the VA facilities. Enclosed are the copies of the discharge report from the VA facilities. I went to the San Diego Naval Hospital Emergency room a week after my visit to the Ft. Hood VA.
The following are the problems we had during the trip from LA to Temple on the Texas Eagle (train 2230):
1. Door to my room was very difficult to open and close. Major safety hazard
2. The call bell didn’t work
3. All the toilets in our car were out of order. We had to proceed to the next car to use the bathroom.
4. Upon my return from lunch the train jerked so much and so hard that as I was descending down the stairs, I fell down a flight causing me to injuries to my arm, hips and back and two ladies assisted me to my room. I was in a lot of pain for a little over two weeks.
The following are the problems we had during the return from Dallas to LA on the Texas Eagle (train 2130)
5. The train was approximately 5 hours late causing us to miss lunch that was included with our purchase.
6. Electric outlets kept going out rendering my daughter’s cpap inoperable and further inconveniencing me to physically get the attendant to reset multiple times throughout the night.
7. The Attendant Alexi overslept causing me to miss my breakfast because he would not answer the call bell. My daughter said he woke up when she was assisting the elderly couple (Joe and Mary Ballinger) at about 0930.
8. My daughter assisted a elderly couple after breakfast because Alexi was asleep and they needed to be able to sit down. She also said that everyone’s cabin call bell was lit up on the top car.
9. I had to go to the dining room for lunch because the attendant did not come to take my order earlier. My call bell was on for over an hour. The train was delayed several times for hours causing our arrival time to LA to be well after lunch and when we went to the dining car, they said they were out of food but would comp us at the café. The café said they were out of meals but would comp us snack/junk food.

The following was the problems we had during the return trip from LA to Seattle:
10. Our cabin smelled heavily over urine the whole return ride. The attendant attempted to attribute the smell deriving from the ventilation system but my daughter checked other cabins and inquired with other customers and there was no smell. I strongly believe that someone had urinated quite a bit on one of the sleepers. The floors were filthy!
I cannot believe how bad Amtrak services has declined. I use to love traveling by train. For $1500.00 and my daughters $720.16 I expected so much more. I have experienced so much more in the past! I could not get a train schedules on any of the legs of our trip. All the attendants explained they don’t provide them anymore. Again, I would like my daughter and I to receive a refund for services not rendered and the injury that occurred ruining my vacation.
I would also like a copy of the complaint my daughter and I made by phone to the customer Relations department.

Dear Mr**:Thank you for your recent correspondence.I appreciate your taking the time to bring this issue to my attentionI have contacted Amtrak Customer Relations regarding the discrepancy of the Amtrak Guest Rewards bonus points that you did not receiveAs a courtesy, Amtrak Guest Rewards has confirmed that the bonus points have been added to your Guest Rewards accountPlease accept our most sincere apologies for your inconvenience.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster LF [redacted] Customer Relations Specialist

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable although not entirely satisfactory to me it was not only the poor travel conditions but also the lack of communication by the Amtrak employees to the passengers I will accept this only because I know that I am spitting into the windIf you truly wanted my return bussiness you could have offered something more substantial like a private car or at least half of the total we paidI was and am more than willing to discuss further, but knowing the world works I will be practical smile and say thank you but I wouldn't hold your breath waiting for me to use your travel voucherA little could have gone a long way in this situationI had always dreamed of taking the train across country when I was a kidAt years old I finally got to do it, and it was, along with the lack of sympathy far below what I had thought it would beFor that reason I say thank you for your offer I regretably accept soley because at this point I don't believe I will try AMTRAK again Regards, [redacted]

Go ahead and brush this off like nothing and ill accept the responseits not like anything is going to change, its all going to remain the sameAmtrak can best believe ill never ride the train again

From: S***, Vanessa Sent: Friday, January 30, 3:PMTo: ' [redacted] 'Subject: Amtrak Response Dear [redacted] :We are in receipt of correspondence written on your behalf from the Revdex.comI was sorry to hear that the assistance that your father expected was not provided to him Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act We calibrate our service to assure that we are providing full access to our passengers with disabilities As part of our ongoing efforts to provide superior service to our customers with disabilities, an enormously important segment of the American population, we provide in depth training for our on-board and station employees Please accept my sincere apologies for your father’s inconvenience.It was disappointing to read about the problems you experienced with regard to the difference in fares you had to pay when making any changes to your father’s reservation There is no penalty charged when customers have to exchange tickets Amtrak, similar to airlines, uses a pricing system that allows fare reductions based upon availability when tickets are purchased in advance The fares can vary depending upon the train, date, and how many seats or accommodations have already been sold on a particular train at a given point in time Under this system, there are several possible fares from one point to another The deepest discounts are offered first and the remaining discounts continue until all are sold out When you had to make changes to your father’s reservation , the agent correctly offered you the best available fare I apologize that the same or a lower fare was not available.Please accept my apologies for the delays your father experienced Most of the track over which Amtrak operates is owned by freight railroads with which Amtrak has contractual agreements Unfortunately, our trains can be delayed by a large number of freight trains utilizing the same tracks While we do not guarantee on-time performance, we understand that delays inconvenience our passengers We are making every effort to deliver our passengers to their destinations in a timely manner I regret that we failed on this occasionWe also apologize for the toilet malfunction your father experienced during your journey Amtrak's first priority is to provide safe, reliable and efficient transportation We have concentrated our efforts on expediting repairs to equipment, rails and rights of way Our progress thus far includes major overhauls of sleepers, coaches, locomotives and track We are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goal.Regarding your report of your father’s injury, a different office handles these matters Kindly contact Amtrak’s Injury Reporting Hotline at ###-###-#### regarding your concernsI am sorry you feel that the Transportation Certificate provided by our Customer Relations Desk is unsatisfactory Amtrak’s policy is not to offer refunds when transportation is provided Therefore, we feel that the Transportation Certificate for the full value of your father’s fare is fair compensation Therefore, we are holding on file for your father a Transportation Certificate in the amount of $1, The Certificate must be redeemed on or before October 28, and is not transferable I hope your father will use it toward his next Amtrak ticket purchase To redeem the Certificate, please have him call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.m Please note that the Certificate is being held electronically and can only be redeemed by calling Customer RelationsOnce again, thank you for writing While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances.Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.com I am sorry to learn that your daughter was removed from the train when they traveled in June It is regrettable when a situation such as this occurs Each train has a Conductor who is in charge of it The Conductor is responsible for maintaining smooth operation of the train At the discretion of the Conductor passengers may be removed from the train with the assistance of Amtrak Police or the local police when warranted We regret such an occurrence There are a number of reasons that it may occur, and I am sorry this happened to your daughter Once again, thank you for writing We value your patronage and hope we may serve you again under better circumstances Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa Sent: Monday, April 06, 1:PMTo: ' [redacted] @***.com'Subject: Amtrak Response Dear [redacted] :We are in receipt of correspondence written on your behalf from the Revdex.com.I would like to sincerely apologize for the delays you experienced and the lack of communication you received when you traveled from Del Rio to Los Angeles in March In a situation such as this, we expect our employees to provide the most up-to-date information available We are sorry that you received otherwise We are working hard to improve the level of customer service that we deliver to each of our passengers and regret that we did not meet your expectations A copy of your letter has been forwarded to the responsible management for review and corrective action in hopes we can provide better service in the future Please accept my sincere apology for your inconvenience.Amtrak normally does not provide refunds in these types of cases However, due to the circumstances of your case, an exception has been made I have authorized an automated credit in the amount of $to be made to your [redacted] account This transaction was performed electronically and no paper credit slip was generated It should appear on your statement electronically within to business days Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online.As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $ The Certificate must be redeemed on or before April 5, and is not transferable I hope you will use it toward your next Amtrak ticket purchase To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.m Please note that your Certificate is being held electronically and can only be redeemed by calling Customer RelationsOnce again, thank you for writing We look forward to the privilege of serving you again in the future.Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: [redacted] < [redacted] >Date: Wed, Nov 26, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" I would like to add that upon travel the menu was completely misleading charging for a salad with dinner when online stated included As several other things were out of date.....The employees were beyond courteous and a pleasure if not for that it would have been trio from hell

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This was AMtraks fault my bank even covered all charges I incurred and gave me a curtosy deposit till Amtracks debit/credit card vender reversed the charges The only money I am still out is the plus dollars I lost not being able to pay my work crews So Amtrak can blame my financial institution all they wantI am not as ignorant as most that they will believe that it "is the banks fault" and I am not as ignorant as thier employees that insulted me along with the bank managers by telling her she was not who she was and not educated Actually since my experiance there have been others that have been to my bank with Amtrak issues You can bet I will never use the services againEven though the employees on the train were amazing and you can bet any person that asks me about my experiance dealing with Amtrak will get my honest opinion about the CSR's on the phone and the ineffiecany of your internet transactionsRegards, (you inserted regards they have anything but my REGARDS) [redacted]