Amtrak

Review: I purchased a $155.40 roundtrip DC to Williamsburg and back on 2/21/13 departing on 3/6/13 and returning 3/8/13. Since my train to Williamsburg experienced significant delays, I filed a complaint over the phone with customer service. I was later awarded a credit of approximately $50 (I believe) in April of 2013. However, I called on 5/23/14 to book a $196.00 roundtrip DC to New York and back departing on 7/19/14 and returning later that same day. I was informed that since my credit was awarded on 4/1/13, it had expired on 4/1/14 and Amtrak would not honor the credit. Firstly, I do not recall being told of any expiration date when I first spoke to customer service over the phone and was awarded the credit. Secondly, I think Amtrak should, in good faith, allow me to use the credit even if it is technically a little bit past the expiration date since it was awarded for a poor experience and that poor experience does not disappear from memory after a certain period of time.Desired Settlement: I would prefer the $50 credit be refunded to my credit card and reduce my recent $196 purchase.

Business

Response:

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We are sorry to learn that you were unable to use your Certificate within the time allowed. This Certificate was issued under several restrictions, among them the length of time the Certificate could be used. As a one-time courtesy, I have reissued your Certificate in the amount of $45.00 and applied it to your reservation no. [redacted] for travel on July 19, 2014. Therefore, a refund in the amount of $45.00 will appear on your [redacted] Card account. This transaction was performed electronically and no paper credit slip was generated. Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement.

Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate Amtrak's concern for customers like myself and find myself very likely to be a future patron of Amtrak's services.

Regards,

Review: I am writing in regard to a claim # [redacted]. I called 2 months ago and I was told that the person I was referring to was not on the claim. Then I was told that yes they were on the claim and their voucher had been mailed to the P.O. Box with another persons voucher. I called the person who's P.O. box the other voucher had been mailed to and we went and checked the box. The voucher for my son has not arrived and the voucher for the other young man had indeed arrived. They were not in the envelope together. I called again today and I was on hold in access of 25 minutes.....then I got a gentleman on the phone who told me that [redacted]' voucher had been used and I responded with I am aware of that but [redacted] has never received his voucher and I certainly wouldn't have purchased a ticket in May if I had it...He stated that he could not send out a new voucher until that one is returned which may be forever from now.....In addition I asked to speak with a Supervisor and he said that Supervisors do not take calls...What is that? Then I asked if I could speak with someone in the office that mails the vouchers and he said that is only done on the weekends and they are not open on the weekends and no one could tell me if they were mailed in the same envelope or not but he can almost assure me that the vouchers were not in the same envelope. They were according to him printed on March 30th and mailed on the following Monday...April 1st....Well it is July 9th and the second voucher has not been received. In addition my son is going back to school soon and I would prefer to use the voucher then. This is absurd....He had no seat on his trip home....a train derailed and he had to take a bus back to school....and I can't get the staff at Amtrak to cooperate a little....I am so angry with this company right now...I feel as though if I am a loyal customer I should be treated that way. I have never complained about an Amtrak trip and I am not asking for a handout but if I was told I would receive a voucher I feel as though it should be sent and if it is not received I should not be made to look as though I am lying about receiving it....You guys own the company so you can't tell me you can't cancel the original voucher making it obsolete and void. This is my sixth attempt (3/26, 3/28, 4/5, 4/16, 5/1, 7/9) to resolve the matter. I was then told yeah the person is on the claim but we have to Amtrak won't send another with it...Please adviseDesired Settlement: I was promised a voucher sent to my home address and not a P.O. Box as requested for the amount promised......therefore I am requesting a voucher in the name of [redacted] or full refund to the payee [redacted] due to a blatant disregard for me as a consumer doing business with them often

Business

Response:

From: [redacted]

Sent: Friday, July 19, 2013 1:41 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

Please accept my most sincere apologies that the Transportation Certificate for your son was not included with the Certificate issued to Christopher [redacted]. This Certificate has been canceled and voided. Instead of mailing a replacement, we are instead holding on file for [redacted] a Transportation Certificate in the amount of $85.00. The Certificate must be redeemed on or before July 19, 2014 and is not transferable. We hope he will use it toward his next Amtrak ticket purchase. To redeem the Certificate, please have him call1-800-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 7 a.m. and 10 p.m. Please note that the Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if he refers to the case number at the bottom of this email when calling..

Once again, thank you for writing. We look forward to the privilege of serving you again in the future.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

-----Original Message-----

From: [redacted] [mailto:[redacted]]

Sent: Friday, July 19, 2013 1:45 PM

To: [redacted]

Subject: RE: Amtrak Response

Thank you so very much. He will do so soon. In addition, I am sorry that I had to go that route but no one was working with me. Thank you again and God Bless.

[redacted]

###-###-#### Ext. [redacted]

________________________________________

From: [redacted]

Sent: Friday, July 19, 2013 12:40 PM

To: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Furious on how this was and is being handled and have been treated now and in the past. I booked..

Purchased ticket: 03/08/2013 11:44 AM

Reservation Number - [redacted]

Train [redacted]: CHICAGO (UNION STATION), IL - ROYAL OAK, MIDepart 7:20 AM, Saturday, March 30, 2013

1COACH SEAT-$36.00

Day of the trip(DAY BEFORE EASTER!) I looked at the train status and said there was a delay. I called and they mentioned that there was a derailed train in Gary, IN and not certain if and when my train would depart. Therefore I went down to the station and when I arrived went up to the counter and inquired about the status. The man behind the counter with arrogance and snippiness said "Well whatever the anouncement was." and looked back at the computer screen. I said that I just arrived and didnt hear the announcement and then he replied its been delayed and no other info at this time. I asked about a refund and he said that however you paid for it, thats how you would be refunded.

I waited about a half hour and finally the announcement and screen showed that the train has been canceled and to visit the gate for travel options. THEY DID NOT MAKE ARRANGEMENT FOR TRAVEL!!!! THEY HANDED OUT SCHEDULES FOR [redacted] AND [redacted] FOR THE NEXT DAY). SOME PEOPLE WERE STRANDED

Therefore I had to hurry up and make [redacted] arrangements which left in 30min and use up more money to book a more expensive ticket on the bus. $43. I booked and went on my way.

Following Tuesday April 2nd I called to request the refund and was transfered to [redacted] in refunds. Took her 22minutes to finally tell me that I would be refunded and would receive a credit 6-8weeks!!!!!!! I said that is absoluetely rediculous, she put me on hold and came back saying due to the situation would be 1 to 2 weeks. Reason- Have to process too many refunds for same situation. As of today April 17th NO REFUND HAS BEEN ISSUED!!!!!!!!!

Besides the lack of refund, I am shocked to see that they did NOT provide other transportation. See below at another incident that I never followed up on because I had to call back....

Date of Incident: 08.09.2011

Time of Incident: 17.30

Message:

Hello, I am writing regarding an incident yesterday coming in from Chicago to Royal Oak on the 7:30am Wolverine. We were delayed 3 hours coming into our destination and then Amtrak terminated our trip in Detroit, not Royal Oak. Then I had to wait another 30+minutes for a urine smelling bus to come pick us up and take us to the Royal Oak station. When inquired when the bus would arrive, I was told would be another 10 minutes because they had the bus go to the Dearborn station instead of the Detroit stop. When on the bus he was speeding in downpour rain, not slowing down and swerving as not to hit a dog that was darting out into traffic. This was totally unsafe, as you could barely see 1/2 a block outside the bus. There were no postings on the website when I booked the reservation nor did I see anything posted at Union Station. However there were postings of up to around 90 minute delays for the Wolverine. My grandfather is passing and cut down on time that I had to spend with him, since I am leaving this morning to go back to Chicago. I am very upset and am requesting a refund for the inconvenience of this outrageous delay/situation. I understand that there are delays, but a 3 hour delay and putting lives in danger is unacceptable treatment to your passengers. Regards -[redacted]

RESPONSE:

Dear [redacted],

Thank you for your email correspondence.

We appreciate your taking the time to send us your comments and would like to refer you to call our Customer Relations department. Due to a large number of recent service disruptions (mostly weather-related) throughout our system, Customer Relations has experienced a significant increase in calls and written correspondence. In order to reach Customer Relations at this time, please call us a [redacted], select the number '0' immediateDesired Settlement: $36 train canceled on 3/30

$2.93 phone charge of 22minutes I was on hold

As I beleive I should be entitled for the previous trip as well for the lack of compassion and customer service.

As this seems to be the norm of Amtrack, I've endured tons of delays and issues with them. They obviously dont seem to care.

-[redacted]

Business

Response:

From: [redacted]

Date: Mon, Jun 3, 2013 at 12:34 PM

Subject: [redacted] - YOUR ID #[redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

Review: We purchased in March a round-trip sleeper car ticket from [redacted], OR to [redacted], WI (outbound May 21st, inbound June 4th), primarily out of concern for our 5-month old daughter. The leg out was supposed to be 40 hours in length, but ended up being 51 hours; Amtrak provided no compensation. For the leg back, Amtrak called us five days in advance to inform us that the return trip was canceled and that there were no sleeper car openings for the following 3 days. Unfortunately, a departure on Wednesday was really our only option due to work obligations on June 7th, notwithstanding the potential for future delays, and a sleeper car was a must for our infant. Amtrak refunded us for only one leg of the trip, but we were forced to purchase plane tickets at a premium (due to the late scheduling), to ship 3 boxes worth of stuff back home, arrange new transportation in [redacted], and find transportation from PDX to the parking garage near the train station.Desired Settlement: We'd like a reimbursement for the leg to [redacted] (in addition to the reimbursement already provided for the leg to [redacted]). We purchased a round-trip ticket and it was our expectation that Amtrak would provide round-trip transportation in reasonable accordance with their committed schedule. Had we known that Amtrak would increase our travel time on one leg by 25% and just completely cancel the leg back, we likely would have gone with an airline in the first place, at lower cost and with less hassle.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, July 10, 2014 11:58 AM

To: [redacted]'

Subject: Amtrak Response

Review: Amtrak reservation# [redacted] Amtrak Claim# [redacted]

I booked an Amtrak auto train that was supposed to get me from VA to FL in 17hours and 30 minutes(5/8/14 4pm - 5/8/14 9:30am). The train departed thirty minutes early yet we arrived 10 hours (yes, ten hours) late. Amtrak failed to inspect one of the trains engines before departure. That engine failed soon after we left and set off a chain of delays. At around 2am the train stopped(with no announcement to explain why). It did not move again until 6am. I walked the entire train looking for staff and found none. After calling customer service at 5am, I was told that staff had worked the maximum of hours allowed and the train had to be re-staffed. WE WERE LEFT ON A TRAIN IN THE MIDDLE OF NOWHERE FOR 4 HOURS WITH NO EXPLANATION! What if there had been a medical emergency? I used auto train because I was moving from Philadelphia to south Florida. My condo complex's leasing office closed at 6pm that night. I needed to be there before then in order to get my keys. The train didn't get to [redacted] until 8:30pm. Guess what happened...I had no place to stay. Effectively homeless for the night. I called customer service again asking for compensation for a hotel and was told "no". They could only offer me a 200.00 voucher for future travel. As if I will ever travel with them again.Desired Settlement: I want my credit card to be refunded $217.00, otherwise I will file a chargeback through [redacted] for the full amount.

I paid 369.00 for my tickets. The train ride was scheduled for 17 hours. That means that Amtrak was getting paid 21.70 by me per hour for my trip. I want to be compensated at the same rate for the 10 extra hours I spent on that train. 21.70 per hour X 10 hours = 217.00.

Business

Response:

From: [redacted]

Sent: Thursday, May 22, 2014 5:28 PM

To: '[redacted]'

Subject: Amtrak Response

Dear [redacted]:

Thank you for your email.

After a further review of your case, I have authorized a refund and a check in the amount of $200.00 will be mailed under separate cover. You should expect to receive it within the next few weeks.

Once again, thank you for writing. We value your patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Review: I went to make a reservation with Amtrak and was told that I needed passports to continue...you do not need passports to book a reservation with the airline, so I did not have passports at the time I made the reservations. At that time - over a course of several conversations, they gave me a reservation hold until 10-31-2013. When I did get my passports, I called to finish the reservation process and was told that they cancelled my reservation on 10-15-31. I told them to book the reservation again, and they told me that it would cost me approximately $500 more, so I asked them to adjust the price back to my original reservation and they refused. I have asked for a manager or someone who could adjust the price and was told that they will not do that for me. I was told that the time that I was granted to secure my passports was against their policy and that I was lucky that they did it for that long!!! I called back again today 10-23-2013 to ask again for a manager and was not allowed to get past a customer service rep. I then asked for the phone number to the corporate office and was told that the only way to contact corporate is my US mail. I then asked if employees have to write to the corporate office if they have a question and was hung up on.

I am trying to use some Transporation Certificates that I received from a previous trip because the on time schedule was so awful that they refunded me part of my fare...now I want to use them again, and they will not allow me to keep my reservations in tack...like the day I booked them. I am already paying over $800 for the trip and they want to charge me an additional $500 because of their policy to have passport numbers upon reservation. I have been told that there is still occupancy available so it is not an issue of no seating!!!Desired Settlement: I want my trip to be honored at the original reservation price of $2,022.00.

Business

Response:

From: [redacted]

Sent: Friday, November 01, 2013 6:17 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We were sorry to read about the difficulties you experienced with changing the “Hold Limit” date on your reservation, which resulted in a change in your fare. Please accept my sincere apologies. After a review of your case, I saw a notation that the “Hold Limit” date was extended and the original fare for your reservation will be honored.

Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: Amtrak has failed to issue me a refund of my trip in July 2012 when the train could not leave up north due to storm damage on track.

*6-24-12 Charge by Amtrak of $188 for 2 tickets for travel to/from [redacted] AL to [redacted], LA. Leaving on 7-1-12 & returning on 7-4-12.

*7-1-12 Arrived at station.Informed the train would not be running today due to being stuck up north as bad weather had occurred & trees were down on track. Advised by station attendant that my credit card would be credited within 30 days in the amount of $188 - no penalties.

*8-6-12 No credit back on my [redacted] card Contacted [redacted] at ###-###-#### - advised that credit process was begun but never completed. Stated he would key in necessary information and get problem resolved. Advised to wait about 10 days before I should have a credit on my account.

*8-15-12 Contacted Tammy at Amtrak. She looked at my reservation & informed me the problem still was not taken care of but knew what to do to have my account credited.

*8-21-12 Still no credit to my [redacted] account. Called Amtrak and spoke with [redacted] (Ext 317). Still no resolution.

*8-29-12 Contacted Supervisor [redacted] @ Amtrak. Explained my dilema - She stated she would research it and call me back on 8-30-12. I agreed. Asked for her direct extension and she stated she could not give it out and that I would have to call the same number I have been calling.

*8-30-12 Received a phone call at about 4:35 p.m. from [redacted]. Stated she was still working on the problem but would call me back on 8-31-12.

*8-31-12 through 9-4-12 No phone call from [redacted].

*9-4-12 4:15 p.m. (CST) I once again contacted Amtrak and tried to reach [redacted] (supervisor) and advised she had left for the day. I asked that she call me back tomorrow and left my phone number where I can be reached during the day.

*9-4-12 As I was trying to reach [redacted] and was unsuccessful, I was told by Patricia that [redacted] left me a message on 8-31-12 advising me to contact Amtrak Corp. HQ, Attn Customer Relations, 60 Massachusetts Ave NE, Washington, DC 20002-4285. Explained I had not received a call from [redacted] on 8-31-12 & had not received the above information until now. She said that I had received a cash refund on 7-1-12 & that the [redacted] station had been contacted and their money drawer was right on 7-1-12. When I mentioned that it would not make sense for Amtrak to give me cash money back on a charge to [redacted] she stated that made sense & that was not their procedure to give cash money back when a charge has occurred on a credit card. She went on to tell me to write Customer Relations in Washington, DC to try and get my money back even though she had just told me that I had been given cash back on 7-1-12.

*9-4-12 Next transferred to a lady whose name I believe was [redacted] in Customer Relations. [redacted] said that I had already been credited the $188 on my account on 7-1-12 & I should review my [redacted] statement. I advised her that I had already reviewed my statements & no credit from Amtrak on statements. She advised me to wait until I get my next statement and maybe the credit will show up there. Explained to her that I had already received 2 statements since July 1, 2012 & there is no credit for the charge of $188. Advised her that I would be contacting an attorney if this could not be resolved.

*9-4-12 I contacted [redacted] to dispute these charges. I have received several explanations as to why my account has not been credited with a refund

*10-16-12 Received a letter from [redacted] advising me that they were closing their investigation as Amtrak had failed to respond.

*Nov 2012 Contacted attorney to try and resolve matter. Letter sent to the Corp. HQ in Washington DC asking for a refund as the cancellation of trip was due to no fault of mine.

2-5-13 Contacted FOX 6

*2-12-13 As of today no response from Amtrak Corp. Attorney advised me in Jan. 2013 that I could file a small clai** suit against AmtrakDesired Settlement: I simply want my refund of $188.00 credited back to my [redacted] card.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, November 07, 2013 2:53 PM

To: [redacted]

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt to correspondence written on your behalf from the Revdex.com. We are presently investigating your complaint with our Refunds Research team, and hope to be able to respond to your complaint within the next few weeks. Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Reservation Number: [redacted]

Date of Incident: 02/17/2013

Time of Incident: 7:00 pm

Message:

I was on this train (A82) that was heavily delayed by an electric malfunction. As a result, I missed an important appointment in Boston. I just wasted 30 minutes on hold waiting for a customer relations representative and burned through cell phone minutes without getting through. I would like someone to handle this for me without me having to waste all day on hold. I have been a reliable Amtrak customer and travel frequently and used to good service, so I am very displeased with how this has been handled so far.

No one responded to my complaint directly to the business - #[redacted]Desired Settlement: I would like to be reimbursed for this trip. I travel on Acela all the time and don't generally have such issues and want to be compensated since my train was heavily delayed and I missed some of my meetings as well as dinner up in Boston as a result of the issue.

Business

Response:

From: [redacted]

Date: Fri, Mar 29, 2013 at 2:41 PM

Subject: [redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: 202-906-3613

Fax: 202-906-2211

Review: Never have I have been so disrespected in my life. On Friday, August 23rd when I went to the [redacted] Amtrak Station to see if I could drop off boxes that I wanted to send to [redacted], Wa. On the phone I was informed that I could drop it off anytime during the operating hours but when I arrived, a lady rudely informed me that I couldn't. I didn't argue and just decided to come in the next day. Of course when I come in the next day at around 6 am the same lady was there. The first thing that bothered me was that she said that they didn't ship "large" boxes at this location and I told her that I had checked the website for the dimensions of acceptable boxes and proceeded to ask her if this location had other specifications. She said that they did so I proceeded to ask what they were to which she replied that she just had to see the boxes and she would determine whether or not they were to large. I didn't complain and had my son bring in the first of the boxes, which were thankfully the correct size according to her. Through my own fault I didn't get her name, but for the next three days she would make underhanded comments about the most irrelevant things like how I taped the boxes and would be rude if a box was over 50 lbs even though when I saw that the box was over the limit I asked for it back so I could take it back home and repackage it. This went on for three days. On the last day when I proceeded to pay the same lady antagonizing my son and I for the past 3 days told me my card had been declined, I was surprised because I knew that there was money on that card but I didn't argue and gave her another card which went through and I left. Every single time I came I stressed that the boxes were to be sent to [redacted] WA and not [redacted] WA. I know for sure that they offer shipping to [redacted] because I called the customer service line multiple times prior to sending my boxes to make sure. My husband lives in [redacted] and having to go to [redacted] multiple times to pick up boxes is inconvenient.

Product_Or_Service: ShippingDesired Settlement: We would like the boxes to be shipped from the [redacted] station to the [redacted] station free of charge.

Business

Response:

September 26, 2013

**. [redacted]

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We apologize most sincerely for the unacceptable service you report that you received from one of our baggage clerks at our [redacted] Station. We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down. At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier. We do not want this experience to leave you with a bad impression of Amtrak. Your comments have been forwarded to the responsible management for review and appropriate action.

We are so sorry that you received misinformation from our customer service representatives regarding express shipments to our [redacted] station since this station does not accept express shipments of any kind. Therefore, we must respectfully decline your request to have your boxes shipped from the [redacted] station to the [redacted] station. Please accept our sincere apologies.

Once again, thank you for writing. We look forward to the privilege of serving you in the future.

Sincerely,

Customer Relations Specialist

Case #: [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: ###-###-####

Fax: ###-###-####

Review: I spoke with [redacted] (Customer Service Specialist) to make reservations and received terrible service. She was VERY rude and disrespectful. Furthermore, she hindered me from making return reservations and I may not be able to at this point seeing that the return trip I would like is currently sold out. I then spoke with her Direct Supervisor ([redacted]) whom was just as rude and uncaring as [redacted]. I am very disappointed with the service I received on Friday. I have done plenty of business through Amtrak and was not treated the way I was by both [redacted] and [redacted]. It's a pity to have people displaying this type of Customer Service representing a company.Desired Settlement: I would like for both [redacted] and [redacted] to personally give me a call and apologize for their discourteous behavior.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, May 02, 2014 4:51 PM

To: '[redacted]'

Subject: Amtrak Response

Review: October 19, 2013

To whom it may concern,

This letter should be considered a formal declaration of complaint regarding the Amtrak trip from [redacted], OH to [redacted], SC. We left [redacted] on Friday, October 11 and arrived in [redacted] on Saturday morning, October 12, on Train No. ** Silver Meteor.

My husband and I both checked our luggage because, as older adults, we both thought this would be the least physically challenging way for us to travel.

When my husband and I arrived and went to the baggage claim area, our luggage was not there. [redacted], the ticket agent on duty, told us that she would begin checking to find our luggage by making phone calls and sending e-mails to all of the possible locations where our luggage might be. [redacted] had no idea of what could have happened to our luggage.

Given this vague information and no offer of compensation to replace our clothes so that we could continue our trip, I called the Amtrak toll-free number to make reservations to return to [redacted] on the scheduled train leaving [redacted] that Saturday evening (the same day we had arrived). The agent that I spoke with advised me that there was only one reservation available on the train heading to [redacted]. When I explained our situation, the agent I spoke with said they could not make any exceptions. The next train would not be leaving until Tuesday, October 15 or Saturday, October 19. Given this information, we returned to the Amtrak station and requested a refund for our return trip to [redacted]. We made the decision to rent a car and spend the night in [redacted] and drive home the next day.

I received a call from [redacted] at approximately 7 PM Saturday evening stating our luggage had still not been located.

Before we left on Sunday, October 12, I called the [redacted] station again. Only my husband’s luggage had been located, but no one had called to inform us of this feet -I only found out because I called to check. We returned to the station and picked up my husband’s luggage. Since we were leaving to drive home, I left my home address, e-mail address, cell and landline numbers.

On October 13, we arrived home. I called the [redacted] Amtrak station. I was informed that my luggage had arrived and had been sent to my home and that I should receive it Tuesday afternoon. Again, it is worth noting that I only found this out because I made an outbound call to Amtrak; no one from Amtrak considered calling me to inform me of this fact.

I understand that lost luggage is not uncommon with connecting flights, but how a train loses a customer’s luggage is beyond me and completely unacceptable. And, to make matters worse, Amtrak’s customerDesired Settlement: see Attached document

Business

Response:

From: [redacted]

Sent: Monday, December 09, 2013 4:26 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On Monday, July 15 2013, my husband and I were travelling from [redacted], Texas to [redacted], Illinois, en route to attend the funeral of my husband's father. During the last leg of the trip, approximately 2-3 stops before we were to get off the train in [redacted], the AC broke. We were forced to ride over 45 minutes with no air whatsoever in the train. To say that the ride was uncomfortable would be an understatement. We sat there in our expensive Sleeping Accommodations sweating profusely and fanning ourselves in an attempt to get whatever air we could. This was not what we imagined would happen when we paid over $1,000 for our tickets. At the next stop, with still a couple stops to go we were forced to evacuate the train, which took at least another 45 minutes to complete. After evacuation of the broken Amtrak train we were put on the [redacted] Rail and told that it would take us to its station, at which time a shuttle would await the evacuated Amtrak passengers and take us to the [redacted] station. After waiting for well over an hour in the heat, there was still no shuttle, and we were already over 3 hours behind schedule. We eventually caught a cab (additional expense) to get to the [redacted] station, and were informed while there that the shuttle had still not gotten there to pick up the displaced Amtrak passengers that we had rode with. We picked up our luggage and sought to rent a car as was our original plan, but because of the delayed hour we did not set out on the trip until after 6pm, which would have been the time we would have gotten to our destination ([redacted], OH). At that late an hour, we would not have gotten to our destination until well after 1am. Due to the late hour - and the fact that we were exhausted from having to ride in a train with no AC, then evacuated from that train, forced onto the rail, made to wait for a shuttle that did not show for a couple hours - we were exhausted and decided to buy a train ticket from [redacted] to [redacted]. This was yet another expense we had not budgeted for but were forced to spend because of repairs required and the subsequent delays of the Amtrak train. What's more, in addition to the added expense which made our tally well over $1500 with Amtrak, we did not get into town until 5:35 am the day of the funeral, and the funeral was set to start 4 hours later. We were not able to meet with family, but had to rush to shower and head right out to the funeral. Because of our Amtrak experience an already stressful time was made more stressful and unnecessarily complicated. When we called to complain about our ordeal we were offered a measly $11 compensation or a $200 transportation credit with no mention or concern about the additional $329 ticket we'd had to purchase because of Amtrak's repairs and delays. We would like to request a refund on the ticket from [redacted] to [redacted], because had it not been for Amtrak, we would not have had this additional expense nor the delays that resulted in us getting to the funeral with mere minutes to spare. The customer care team seemed uninterested at best, but we are frequent Amtrak travellers and would like to see something done about this most unfortunate event that couldn't have happened at a worse time.Desired Settlement: We would like to have the ticket we were forced to purchase from [redacted] to [redacted] refunded, in the amount of $329, because had it not been for the issues Amtrak had we would not have had this additional expense.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, July 26, 2013 1:32 PM

To: '[redacted]

Subject: Amtrak Response

Review: My mother, [redacted] who is 75 years old paid for a handicapped ticket through Amtrak due the fact that she requires a walker. When boarding the train empire builder 27 from Chicago to Portland the train was over booked and there was a mother and her four children sitting in the handicap seating. So my mother was sitting on her walker rolling around in a hallway when the train took off. She was terrified. Then they made her go up a flight of stairs when she can barely walk to seat in the upstairs seating and left her walker down stairs and she has no way to get to the bathroom and due to her age she has bladder issues . When I talked to Amtrak they told me that they could not find her on the train and they were not sure what they could do.

Business

Response:

From: [redacted]

Sent: Friday, June 21, 2013 4:14 PM

To: '[redacted]

Subject: Amtrak Response

Dear [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

We were sorry to read about your dissatisfaction with your mother’s travel experience. Please accept our apologies.

Good customer service is very important to us, and we expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. Please be assured that your comments and concerns have been discussed with the appropriate management.

Once again, thank you for writing. We look forward to the privilege of serving you and your family again in the future.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: I am legally blind and purchased tickets on Amtrak for a train from New Rochelle to Baltimore to depart on 6/28 and return on 7/06. On 6/28, I went to the New Rochelle train station and asked the agent at the station which track the train to Baltimore would be on. He directed me to track 4. On track 4, a train was there and there were no conductors outside to assist passengers. Subsequently, I boarded the train and found out about 15-20 minutes into the train ride that the agent gave me the wrong information and my train was on Track 3. I was now headed northbound to Boston instead of southbound to Baltimore.

I had to call Amtrak on my phone and purchase new tickets which cost me $345 to get back onto to correct train. A customer service agent later refunded $140, so the error on the behalf of the agent cost me $205. I relied on his information and as a disabled traveler, he was my only resource.Desired Settlement: Due to the negligence of the agent, I had to pay an additional $205 to purchase tickets to get from Stanford to Baltimore. I also spent about three additional hours commuting because of his blunder. I am requesting that I be refunded $205 plus some sort of credit for the three additional hours that I wasted. I was scheduled to take a tour in Baltimore which I missed.

Business

Response:

From: [redacted]

Sent: Thursday, July 17, 2014 10:36 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I have a complaint #[redacted] filed with Amtrak on 4/23/14 @ approx 7:45am. I'll start by saying that I have a long history with using Amtrak as a rail service--several years. However, they recently (within the last 6 months, as I was told by the call center rep) changed their policy about what happens if you miss a train. I purchased a ticket for travel from Boston to NYC on 4/21/14 for travel on 4/22/14. However, I missed my train, and called on 4/23/14 to try to exchange my ticket for another train, but I was told that I forfeited all of my money because I called and spoke with Amtrak about the issue 25 hours later instead of the max 24 hours, under their new policy.

I was asked about, "well did you read this (fine print), or (that fine print)." However, as someone who has used Amtrak for nearly 10 years now, a significant policy change like that was not clearly advertised to those purchasing tickets online. In the email verification received, the font for the actual reservation # was large and prominent, but their new cancellation policy was tucked away in a slew of much smaller print details. I believe that Amtrak has failed in making clear and apparent an important policy change like that to their customers; particularly those customers who have used the service for years. This constitutes negligence on their part, and I'm out $147.00 because of it. I could even understand their being a change fee or something like that where the customer forfeits some of the ticket money, but to say that I just lost 147.00 to Amtrak because I called when I did (which, as it turned out), was only 1 hour outside their new window, according to their new (poorly advertised) policy. Even the airlines do better than this, and I will not be using Amtrak again for this reason.

When I finally did speak to customer care, there wasn't even a clear indication about how my complaint would be dealt with, and I was even told that basically, there was no use in even filing the complaint with Amtrak, because I would basically just get shot down anyway. The rep, while trying in some ways to be patient and listen, could not even tell me what I could expect after filing a complaint- for example, what is the general timeline for review of complaints? Will someone call me and email me back? NO answers, no sense of what to expect if anything, so now I'm even more frustrated.Desired Settlement: I want my ticket money refunded in full due to Amtrak's negligence to clearly and fully disclose the details of this new cancellation policy. Also, the trouble I had to go through to address the matter with no indication of at all of what to expect, if anything, after complaint was filed with Amtrak. NOt at all a happy customer here.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, May 09, 2014 5:55 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Our family of has been trapped on the Texas eagle from 9/3/to 9/4/Rude, argumentitive, uncaring employees
From the time we left Cleveland station on 9/3/at am, our family and fellow employees have been ignored, yelled at, mistreatedSpeakers on train not working, so important announcements could not be heardRestaurant staff, [redacted], yelled at me for wanting lunchEmployee [redacted] walked up and down isles ignoring concerns of passengersOur train was trapped over hours outside Chicago due to broke bridgeMultiple mixed messages from crew from us sitting hours to bridge us fixed to going back to Chicago and starting overAt Chicago station our party has citizens, handicappedWe asked over and over for cart but none cameTwo of us got physically sick from confusionOur party is so upset and we have return tickets on 9/but we can't imagine ever getting back on this death trap on wheelsPlease please help us asapWe spent thousands of dollars for this wedding trip and your company has ruined it for many reasons.Desired Settlement: Full refund and not Amtrak vouchersMy handicap niece crys and has had migraines for all these extra hours, probably extra hoursAll our snacks and beverages are gone and didn't plan on spending hundreds on food
Business
Response:
January 29,
**& [redacted][redacted]
Dear **& [redacted][redacted]:
Thank you for your recent correspondence
We are disappointed that you experienced a delay while traveling with usWe can certainly understand the inconvenience and frustration this caused youWe are working hard on a number of fronts to improve our ability to run on scheduleIn spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation businessWe are also disappointed to hear of the service disruption you experiencedRegrettably when such incidents occur, we must obtain alternate transportationPlease accept our most sincere apologies for your inconvenience
The reasoning for your delay and the use of the buses as alternate transportation was due to a bridge being out of service south of [redacted], NebraskaSince Amtrak does not own the track in that area and since the bridge was deemed impassable by the freight train company that owns the rails and the bridge, we had to provide buses for our passengers to complete their tripWe apologize for the delay and we always want to get our passengers to their destination online, however this delay was beyond Amtrak’s control
We would also like to apologize for the speakers not working correctlyAmtrak’s first priority is to provide safe, reliable and efficient transportationWe have concentrated our efforts on expediting repairs to equipment, rails and rights of wayOur progress thus far includes major overhauls of sleepers, coaches, locomotives and trackWe 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
?
We sincerely apologize for the service that you received on our train and for the lack of assistance at the Chicago stationEmployees are expected to treat our valued customers with courtesy and respect, and we are sorry to learn that this did not occurWe understand and appreciate the importance of good customer serviceJust as we have taken vigorous steps to return our railroad to a state of good repair, we are also working hard to improve the level of customer service that we deliver to each of our passengersWe have established a company-wide database to track and monitor employee performance to be sure that our passengers are receiving the courteous and professional service they deserve, on every train, every dayBe assured that your concerns have been forwarded to the responsible management
Amtrak does not provide full refunds for these types of cases so we must respectfully decline your request for a refundWe have, however, issued you a refund of $due to the loss of accommodations between [redacted] and [redacted]We did provide buses for this portion of the trip and it did arrive in [redacted] approximately hour lateWe sincerely apologize again for the inconvenience that you experienced
As a token of our regrets for your disappointment, I will hold on file for you a Transportation Certificate in the amount of $It can be used toward another Amtrak ticket purchase so you can travel the next time at least partially “on us.” The Certificate must be redeemed on or before January 29, 2015, and is not transferableTo redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer RelationsOur Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.mEastern TimeIt will be helpful if you reference case number when you callPlease note that there is normally a higher volume of calls on Mondays and wait times may be longer than other days of the week
Once again, thank you for writingWe hope to have the privilege of serving you in the future
Sincerely,
Customer Relations Specialist
Case [redacted]

Review: I purchased a train ticket for my mother, [redacted], eticket #[redacted], from [redacted], MI to [redacted], TX on Monday May 20,2013. On Sunday May 19, 2013 she fell ill and was admitted into the hospital for the subsequent 6 days. Amtrak created an evoucher for this trip and said to call back when ready to redeem. On May 26, 2013 I called and was advised the evoucher could only be redeemed in person and the closest station is in [redacted], MI. I was 5 months pregnant at the time, with two children in tow and a disabled mother and cannot make the drive to [redacted] so I purchased another ticket for my mother to travel back to Texas and thought we could use this evoucher at a later date. My mother can redeem it in [redacted], TX. My mother went back to Texas and had an accident on the train. When she returned home, her doctor put her on a no travel restriction as other health conditions surfaced that cannot be disclosed. I called Amtrak on June 6, 2013, spoke to [redacted] and she gave me case number [redacted] and stated they would issue a refund to my credit card since the passenger named has a serious legitimate medical condition. It is now August 10, 2013 and I have yet to receive the refund to my credit card.Desired Settlement: Refund in the amount of the ticket purchased of $144.95

Business

Response:

From: [redacted], Vanessa

Sent: Wednesday, August 28, 2013 12:06 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com.

I was sorry to read about the difficulties you have experienced with receiving your refund. When I looked at our records, I did see that the refund was authorized, but a glitch in our system prevented the refund from being processed. Please accept my apologies.

Today, I have authorized an automated credit in the amount of $141.95 to be made to your [redacted] account. This transaction will be performed electronically and no paper credit slip will be generated. Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement.

Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: Non-refund on trip I didn't take. I am a senior citizen, I was schedule to leave on train #**(Reservation #[redacted])at (1am) on June 27, 2014. I fail to realized that (1am)meant the beginning of the next day..I arrived at my local station on June 27, 2014 (before) (12am)to board the (12:45am) train on this night..at ticket window I was told that "after midnight is the beginning of the next day for the train schedule also...it was really an "urgent" for my traveling..my mind was or has been (distrubed) all week due to my Mother who was very sick in the hospital(the reason for my traveling)If truly didn't register the time(as such) but I was focusing on the date. I didn't have money for another train due to the fact there is no type of refund given (when such error occur)said ticket window personnel....my income is needed very much...and Amtrak stated they cannot refund any amount...Errors as such don't occur intentionlly, therefore, I would deeply appreciate if they will take this error in sincere consideration.Desired Settlement: A ticket for another trip, refund funds, or a portion of the monies given back

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, July 17, 2014 12:56 PM

To: '[redacted]'

Subject: Amtrak Response

Review: In December 2013 I again wrote because of missing miles. I am in Amtrak rewards program and to date they have not given me credit for at least one of my trips that I took while being a member. My daughter and I went to see our friend at [redacted] in [redacted], Canada. I filled out the missing miles form and called about it and called about it but still no credit for that trip. I also was a member of the rewards program before 2005 which is on my card and to date I still haven't heard anything. We are pushing for the credit for these miles because we have my mom/grandmother who is up in years and we want to see her while she's still alive.Desired Settlement: We would like credit for the trips we took.

Business

Response:

From: [redacted]

Sent: Wednesday, June 18, 2014 8:00 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Train was much delayed because of weather on Feb 5, and I had to miss it.

I called on Feb 18 for it. I was told I will receive transportation certificate of full amount $29.00 after 4-6 weeks.

I didn't receive anything until April 22.

I called customer relation dept. on April 22. I was told a refund was credited to my credit card on April 12, but with $5 penalty due to their new refund policy after March 1.

I couldn't agree with that because this ticket is for Feb. I can get full credit in transportation certificate before the new policy. Now this time it is really because of the much delay.

The representative Diane at the beginning said at the beginning $5 can be credited as transportation certificate. But don't know why she later changed her mind and refused to honor that $5 penalty refund and insist she couldn't do anything further.

She lost her patience at the end. She said she had no supervisor that I can talk to, when I requested to speak with her supervisor.Desired Settlement: Get full refund without penalty, i.e., getting that $5 back.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, May 09, 2014 3:34 PM

To: '[redacted]'

Subject: Amtrak Response