Amtrak

Review: On the 25th of May 2013, I called Amtrak Auto Train and set up a round trip reservation for 2 adults, 2 babies ages 1 and 2 and our minivan to be transported from [redacted], VA to [redacted], FL on November 9th, 2013 and to depart from [redacted], FL to return to [redacted], VA on November 16th. When I spoke to their representatives on the phone, I was very clear in stating that the passengers would be my wife, [redacted], my mother, [redacted], my daughter, [redacted] who is 2 years old and my son, [redacted] who is 1 year old making it 2 adults and 2 babies. I asked if they had any military discounts since I am active duty Coastguard and they said they did, giving me a small discount. They informed me that the 2 babies would be free so long as they were not taking up a seat and so that is what was agreed on and I paid in advance a total of $750 for 2 coach seats. The first difficulty encountered dealing with Amtrak began when I spoke to customer service to schedule the trip. After I made the reservation I personally recorded my reservation number: [redacted] and was told I would receive an email confirmation. After checking my email for a few days I called customer service back confirming my email and requesting the confirmation be sent again. I had to call a third time after a week due to the failure to receive a confirmation. On the third call I requested my information to be verified, which resulted in finding out there had been an error in recording my email address. The next issue arose when my wife and mother arrived at Amtrak in [redacted], VA on November 9th to get their tickets and board the train; they gave my wife 3 meal tickets for her, my mother and our daughter, [redacted]. At that time, [redacted] assumed that they did not give a meal ticket for our son because he is only 1 and does not eat all solid foods yet, but that was not the case. There had been another miscommunication, my son [redacted] had been completely removed from the reservation without any notification. They boarded the train, were taken to their Coach seats and had a somewhat smooth ride. Once in FL, my wife and mother expressed to me that the ride was difficult with two infants, with trying to get them to sleep, but overall things went okay. The peak of our distress dealing with Amtrak arose on November 16th, when my family drove to the Auto Train in [redacted], FL as they were pressured into a situation regarding purchasing a cabin. Previously I called Amtrak inquiring how much it would cost to rent a cabin. I was told that it was an additional $285 so I chose to NOT have this added to our trip. When my wife, mother and kids arrived to the Amtrak Auto Train in [redacted] they arrived 5 minutes late due to being lost and were told they needed to hurry to get their tickets to board the train back to [redacted], VA on November 16th. When my wife went to the ticket counter to check in and get the tickets, the Amtrak representative stressed her to pay an additional $285.00 so that the van could be loaded and they could board the train as it was going to be leaving soon, as all passengers were already on board. Confused, she asked what the $285 was for since we already paid in full, in advance for the trip, but the Amtrak representative behind the counter said she could not see what it was for. Meanwhile, the employee who took care of taking the vehicle and instructing them to get on the train was becoming more urgent in demeanor by demanding that they needed to board the train right now or else they werent going to be able to get on. So my wife paid the $285 by credit card, in order to get on the train because my mother and her needed to be home with the kids the next day, Sunday (as the ride is a 17 hour trip one way) in order to be able to go back to work on Monday morning. When boarding the train to depart from [redacted], FL to [redacted], VA my family was escorted to a cabin instead of the Coach seats that we made reservations for. Now understanding where the $285 charge came from, my family sat in the seats to start the ride, feeling pressured and obligated to sit there. However after 1 hour, the cabin was too small to accommodate the 4 of them, as it is designed for 2-3 people max and my mother began having panic attacks. Additionally the babies were too loud for the other passengers in neighboring cabins, so my wife and mother requested to their attendant, [redacted] to move them to Coach seats instead as this is what they reserved and wanted. [redacted] said he would speak with the Chief on Board, [redacted] and see what he could do. [redacted] came back and communicated to my family that they have 2 Coach seats on the lower level below, but they could still use the cabin if they wanted to for 1 of them with a baby while the other adult and baby went downstairs. My wife said, No thank you. We will all go downstairs to the Coach seats. So then my family moved themselves and all of their bags/belongings down to the Coach seats below and did NOT use the cabin. So when arriving in [redacted], VA on November 17th my wife went to the ticket counter and explained to the Amtrak representative that we NEVER agreed to add this cabin to our reservation and we did not use this cabin as it was too small for all of the passengers and was actually a fire hazard to have that many people in the cabin. The Amtrak representative recognized that it was a fire hazard, but said she was not able to provide a refund. The Amtrak representative said that she needed to call customer resolutions where we could file a complaint to receive our money back for the cabin that we did not order or use, but did document it in their system. So at that time, my wife requested that the Chief on Board also provide proof that they did not use the cabin so he wrote a letter stating that they did not use the cabin, in which we have too. The next day on Monday, I called Amtraks customer resolution number provided by the Amtrak attendant ; ###-###-####, which was the wrong number and I had to be transferred. Once theDesired Settlement: The resolution that I am seeking is a full refund on the $285 spent on this cabin that we did NOT reserve/request or use and full refund of $730, which was the initial transportation expense. I am requesting a total refund of $1015. This experience has put me and my family through unnecessary stress, hardship and frustration from the beginning to the end. My experience with Amtrak has been horrible regarding the overall service. The full refund may lead my family to give Amtrak another chance in making our experience a good one.

Business

Response:

From: [redacted]

Sent: Monday, December 02, 2013 4:32 PM

To: [redacted]

Subject: Amtrak Response

Review: Re: Case #02724116

On April 22, 2013, I bought a train ticket leaving [redacted], NC on July 12, at 8:54 AM. This was the first train available that morning and it was supposed to arrive in Washington, DC at approximately 3:00 PM. Upon arrival at the train station, I was informed that the train was delayed for a period of two hours. Within an hour and half, passengers were once again informed that the train was going to be further delayed. Train #** finally left the [redacted] station at 12:15 PM. While traveling to DC the train was again further delayed by sitting on the tracks for over 50 minutes. The train finally arrived at 7:00 PM. I had to search for my luggage which was sent on an earlier train (one that left [redacted] at 10:55 AM, which I was not permitted to board).

Unfortunately, the Amtrak service was inadequate because this caused me to arrive in the Washington, DC area several hours past the scheduled time. I am disappointed because after finally arriving at my hotel (at 8:00 PM) I tried to go to an event that I had purchased three tickets prior to arriving in DC at the [redacted] center. Upon arrival at the box office, I found that they were closed so I could not get my tickets and therefore missed the entire event.

To resolve the problem, I would appreciate having the money that I purchased the three tickets refunded to me (3 x $50.00 = 150.00). I sent the company copies of my unused tickets which were given to me the next day when I went back to the [redacted] Center to pick up other tickets for events that were taking place later in the week. Although Amtrak sent me a voucher and it is appreciated, based on the service that I received, I would not use the voucher as I would not want to travel by Amtrak again.Desired Settlement: That I be reimbursed for 3 tickets at $50 a piece for a total of $150.00. I was unable to go to the show as my tickets were held at the box office which closed before I could get to the venue. I would have been able to go to event if train had arrived on time.

Business

Response:

From: [redacted]

Sent: Friday, October 04, 2013 3:36 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 that your train arrived so late that you were inconvenienced. Please accept my apologies.

It is not Amtrak’s policy to reimburse the expenses that passengers might incur, nor do we assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for your event tickets.

I understand that you do not wish to travel with us again. However, in the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you an additional Transportation Certificate in the amount of $20.00. The Certificate must be redeemed on or before July 19, 2014 and is not transferable. We 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 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call.

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]

Review: I bought Amtrak tickets from [redacted] station-dc to [redacted] station-NYC online for myself and 3 others that were in town visiting. The reservation number is [redacted]. We took the train to NYC and on Monday 10/6 we went to the station. I went up to the customer service counter and asked if there was an earlier train we could get on. She pulled up the account after I have her the reservation number and she said there was one boarding in 10 minutes and that we could get on that one and she would change the tickets. She did not say that there was going to be any extra fees as I asked her if there was a change fee and she said no. We boarded the train and we were almost to New Jersey when the worker came around to scan our tickets. He scanned the ticket and said that we were on the wrong train. I explained to him what customer service told us at [redacted] station and He said we had 15 minutes to call reservations from my cell phone and fix the problem. I called reservations and she said that the tickets were not changed and than our only option was to pay an extra 488.00. I asked her if we could get off in New Jersey and wait for the train that she had in her computer system in the reservation and she said no. The only option was to pay the 488.00. If I would have known there was going to be a price difference and if we would have been told that [redacted] Station we would have never gotten on the train.Desired Settlement: Since we were not told that there was going to be extra charges and if we were told that we would never have gotten on that train, I am requesting the refund for 488.00. I had already paid for the 4 tickets.

Business

Response:

November 3, 2014

Dear [redacted]:

Thank you for your recent correspondence.

I understand how frustrating a misunderstanding can be, and we are extremely sorry that communications between you and one of our Ticket Agents evidently “misfired.” In the customer service business, we realize that excellent listening and communications skills are vital. Even though such instances as you report are comparatively rare, they are always disappointing.

We are sorry that you were not aware that changes to your reservation would result in your paying a higher fare. Amtrak offers several different fare costs between each city pair. The least expensive fares are sold on a first come first served basis. Once these fares are sold the next highest fare is offered.

When passengers change their reservation, we offer the lowest fare available, but we cannot guarantee the same fare will be available when changes are made. We firmly believe, however, that our prices accurately reflect the value of the services we provide. Nevertheless, we have not ignored the need to remain reasonably competitive with other carriers, and we have responded to this need by establishing several carefully constructed discount fare programs. Customers who have been able to plan their trips in accordance with the restrictions of these reduced fares have benefited from exceptional travel bargains.

We do not offer refunds in these cases; however, in an effort to win back your patronage, we have enclosed a Transportation Certificate in the amount of $488.00. This Certificate is valid for one year towards future Amtrak travel. Kindly refer to the reverse side for usage instructions. We must respectfully decline your reimbursement request.

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

Sincerely,

Aluster *. F[redacted]

Customer Relations Specialist

Case #: [redacted]

Review: I paid $79 for an Amtrak ride from NYC to Albany, NY that was supposed to take 2 and 1/2 hours. Instead it took 3 and 1/2 hours. During this time, Amtrak personnel failed to explain why the train was running late even when asked directly. They also failed to announce the stops or circulate throughout the train, so it was impossible for passengers to know where they were or notify people of their estimated time of arrival. This is not the first time Amtrak has run an hour late on what should only be a 2 and 1/2 hour ride. It has happened on 50% of the Amtrak trains I've been on. The last time I took the Amtrak train from NYC to Albany, it was 90 minutes late. Of course, these late arrivals are not announced and people are stuck waiting to pick up passengers with no idea of when they will arrive. The failure to announce stops is also a repeat issue. This is not a freak one time occurrence; it is a repeat issue with incompetency.Desired Settlement: Because Amtrak fails to get its passengers to their destination within a reasonable time frame, I expect a refund. I also want to know what they are going to do to address the issue of personnel failing to fulfill their only two job duties (announce the stops and get passengers to their destination on time).

Business

Response:

To: '[redacted]

Subject: Amtrak Response

Review: To Whom It May Concern,

I would like to file a complaint against Amtrak due to a few matters that has taken place per my departure as well as during. The first being that train 97 which was scheduled to depart the [redacted] VA train station on Wednesday July 2, 2014 at approximately 7:50pm arrived two hours plus behind schedule and there were no updates provided by the train station agents. The next matter, at the [redacted] VA train station location all restrooms were locked in which I had a hard time understanding as the train station was open for business with paying customers awaiting their trains to arrive, restrooms were not unlocked until customers begged train station attendants. Upon waiting hours on the train to arrive I called Amtrak with my cellular phone and requested an update on the matter of train ** late arrival, I was then provided with an update. With all of the ruckus going on I remained patient while awaiting for the train to arrive. The train arrived at 10:04pm I then boarded along with the other passengers settled in and pressed the attendant call button, there was no response after pressing the button twice within 10minute incruments I then over heard the attendant outside of my room door and peeped my head out to inform her that I had pressed the call button she then let me know that the button was out of order. I asked the attendant would dinner still be available and served for I hadn't eaten prior and the delay was no fault of the customers also inquiring that my reservation is to include all meals, I was told that if I wanted dinner that I would have to pay otherwise everything is closed; I wasn't accommodated in any way after spending the extra hundreds of dollars to have all meals included with my travel arrangements. I then called Amtrak and requested to speak to a manager after explaining all that has happended and I was told that managers did not handle any matters and that I would need to contact customer relations whom by the way were closed per 10:00pm the time was then 10:50pm after getting this explanation from the customer service agent I made a statement asking if what she was explaining to me was that I would not be accommodated and for me to starve and for me to contact customer relations in the morning during business hours, she then replied yes. I thanked her and disconnected the call. I am strong believer in great customer service for customer's! I wasn't accommodated in any way and the matter is still unresolved.Desired Settlement: I honestly expected Amtrak to be more understanding to this matter as well as providing updates and better customer service to all customers as well as offering better solutions as to how customers were and accommodated for this mishap.

Business

Response:

From: S[redacted], Vanessa

Sent: Thursday, September 25, 2014 9:40 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On March 28, 2014, I booked and paid for a 3-day hotel stay at the [redacted] in [redacted], MO. through Amtrak-iSeatz.The cost totaled $478.59. When I arrived at hotel on June 6th, I was informed that they had my reservation, but no confirmation that my stay was paid for by Amtrak-iSeatz. Therefore, I had to provide a credit or debit card to secure my 3-day stay. After checking into my room, I immediately called Amtrak-iSeatz support line, and was told that I would have to fax a copy of my costs to them for a refund after my stay. They made no attempt to correct the situation with the hotel. I asked to talk to a person of higher authority and was put on hold and I eventually gave up. This situation tied up funds I had planned to use on this trip. An amount of $549.03 to be exact.(Hotel cost and incidentials) On my day of checkout, June 9th, the hotel still had not received confirmation of my paid trip from Amtrak-iSeatz. My checkout costs totaled $399.03. Since June 9th I have sent numerous emails to Amtrak and Amtrak-iSeatz of my issue. I finally received an email response on June 18th from iSeatz Amtrak Customer Support which stated they were sorry for the inconvenience and that the hotel ([redacted] in [redacted]) would refund my $399.03 in several business days. I requested to be refunded the $478.59 that I paid Amtrak-iSeatz. They did not provided the service I paid for. In fact the amount I directly paid the hotel was much cheaper than the so-called bargain I was suppose to get from Amtrak-iSeatz. Plus the hassle and problem I experienced.Desired Settlement: I deserve the $478.59 refund from Amtrak-iSeatz for the product/service they did not provide. Plus the $399.03 I paid the hotel directly was much cheaper.Amtrak-iSeatz did not help me when I called their support number soon after check-in. Did not provide the product/service I paid for on my check-in on June 6th nor my check-out on June 9th.Or at least along with the $399.03 refund, compensate me some way with hotel stay or Amtrak tickets.Something.

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 11:59 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Every time you try to purchase the lowest price ticket, even though it is advertised on the list of possible fares, it says they are sold out after you have already typed in your credit card information. All other ticketing agencies lock in the price as soon as you enter your credit card information. I called customer service and they said there were seats available, just not at the price that was posted on the website. All of the posted $46 seats from [redacted] to [redacted] could not be purchased. There was no warning of "only three seats left at this price" like to other fares. I was then able to purchase a higher priced ticket with "only one seat available" ($66). They have no proof that the tickets were purchased, and the seats were still on the fare list on the website. I believe they are trying a "bait and switch" advertising because they are not allowing you to purchase the ticket once it is in your cart and entering the passenger information like you can do on the airlines. They are the only train available and they are taking advantage of their monopoly.Desired Settlement: I would like my refund of $20, which was the stated fare before they jacked the price up after I had already put in my credit card information.

Business

Response:

From: [redacted]

Sent: Friday, January 17, 2014 11:01 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On July 5th , 2013, I boarded a MARC Train, Leaving Baltimore Penn Station on my normal work schedule at 8:50 am and Arrived at Washington DC, Union station, at approx 9:05 to 9:15am that friday morning. There was no indication of schedule changes at either station at this time.

I retired from work at the normal 5pm, arrive at Washington's Union Station after a meeting with some friends at 9:30pm, in time for the last MARC, train which is normally scheduled to leave between 9:45pm or 10pm.

Once I arrive I purchase something from the vendor to eat. And I check the board and it show that the last MARC Train departed at 7:30pm. So I look around to see if anyone had placed notice of a schedule change any were and checked my email for a schedule change as i'm suppose to get email alerts. Nothing. No announcements at the station.

So I go to the customer service desk for the MARC train, No one is there, So I walk over to the amt rack Customer service counter, to inquire about the boarding schedule.

I was advised that the MARC, service had been cut at 7:30pm. and all trains are now operating on the weekend schedule. As per policy, the am track trains are suppose to honor the MARC train, MONTHLY OR WEEKLY PASSES. And it is further no marc train pass holder was notified at any time of a schedule change. So one hundred or so passengers were forced to purchase tickets from amtrak at full market rate of 32.00 one way. Or remain at the station overnight until, the next Train arrived.

In any case could prove do be a danger to the costumers who would have chosen to stay do to the high crime area in which the station sits. So I reluctantly purchased. the ticket. and demanded to speak with someone in charge of the situation, the two shift supervisors refused to speak with any of the MARC, passengers in regard to honoring the MARC paasses they possesed, To include myself.

Once I boarded the train, the ticket was not taken from me in any way to indicate acceptance, In fact the conductor allowed me to use my MARC, train pass instead. I retained the ticket and purchase receipt in order to return the ticket for a full refund at stated "This ticket is valid for carriage or refund (subject to the refund rules of the fare purchased for twelve months after date of issue unless otherwise specified. This was a cash purchase not an e ticket reservation This was a counter cash purchase not an online reservation.

Refund: Subject to the conditions below, if a passenger does not take the entire trip paid for, the remaining ticket value is calculated by subtracting the fare for any travel already taken from the total amount paid. The fare for travel already taken is the fare the passenger would have paid for that travel had that been the only travel purchased. The word "ticket" applies to both an e Ticket and a paper value ticket. The refund policy applies as soon as payment is made, whether or not any ticket is printed, and applies to entire fare paid including both rail fare and any accommodation charge.

Since this was a cash purchase I returned on monday morning to the Washington Union Station, where I purchased the ticket to request a full refund for the ticket I had purchased since it had not been used for the trip I purchased it for, and I was present for boarding however, my MARC train pass was honored thus leaving me with a ticket that would not be used for current or future travel.

My request for a refund was denied, the rep, stated that the eticket had been placed in there system as a eticket as a no show, and no refund will be honored.

Boarding Train Late or Leaving Train Early, or Downgrading on the Train

No refund or exchange credit is given if a passenger boards a train at a station beyond, or detrains at a station before, the station from or to which he or she was reserved, or if the passenger downgrades accommodations on the train. To receive a fare adjustment the passenger must change the reservation before the train departs the original boarding station of that train. This restriction will not apply if there is a service disruption.

Refund Restrictions and Late Trains

The above restrictions and fees will not apply to refunds requested by passengers who chose not to travel due to a long distance train being two or more hours late or a corridor train being one or more hours late at the departure station.

Time Limits

An Amtrak ticket becomes non-refundable, not valid for carriage and has no exchange value, after one year from the date payment was made for that ticket (or other period if so endorsed on the ticket). An eVoucher or other exchange credit is valid for one year from date of issue, and may be renewed provided this is done before its expiration date.

Must Return Original Tickets

Cancellation or change of reservations does not generate a refund (except for eTicket reservations); the actual original unused or partially used ticket (not a photocopy) must be submitted.

Where to Obtain Refunds

Refunds of eTickets may be processed at ticket offices, by calling 800-USA-RAIL or through the Amtrak Refunds department. If paper value tickets were printed, they must be returned for any refund. Stations do not keep large amounts of cash on hand and refunds of eTickets or paper value tickets paid by cash may have to be sent to Amtrak Refunds, which will send a refund check. Paper value tickets purchased from a travel agency must be returned to that agency, except when there is a service disruption.

I contacted the refund department and a note was entered by the desk clerk at the union station, location, explaining what went wrong and that a refund should be issued. this is on July 12th 2013, I was assured the refund would be processed and I should receive it in approx, 10 weeks. I called to follow up on Aug 13th 2013, I was informed that the refund was never processed and the system notes had been removed, leaving no record of the noted issue sent to the department on july 8th, 2013, So the Operator, Tameka advised that she would process the required paper work to have my $32.00, refunded to me within 6-8 weeks. this was her word. I contacted the refund department today spoke with Vicky, At the philadelphia, office who advised me that one again the refund request was not processed, And my cash will not be refunded to me for any good reason what so ever, and there the end of the line and there will be no supervisor to speak with because they do not have supervisors. That I would have to contact corporate if I needed to override their authority. In addition, I'm not allowed in the building of the main office to speak with anyone, nor does the main office accept phone calls from there consumers.Desired Settlement: The company needs to return customers their money as they receive, payment for services. not ten weeks from the time of purchase, IF THEY RECEIVE CASH, CASH CAN BE REFUNDED, ALL STATIONS CARRY ENOUGH CASH TO REFUND $32.00.

Secondly The company had the duty to provide a service to their customer especially, when the consumer spends $175.00, for a monthly pass and can not get timely service, customer service fails to alert the customer of scheduling issues. Amtrak and MARC, are partners there was no reason this scheduling issue could not be resolved by simply honoring the MARC, passes. And I Paid cash And never used the ticket so in this case the refund should be provided.

Business

Response:

From: [redacted]

Sent: Friday, November 08, 2013 4:18 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. We are investigating your complaint regarding a refund, and will respond back to you by early next week. Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Business

Response:

November 19, 2013

**. [redacted]

Dear **. [redacted]:

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

After checking with the MARC transportation system, we were informed of the following regarding the date you were traveling. On July 5, 2013, MARC/MTA decided that it would only operate on an "S" schedule which is an abbreviated schedule and only trains with an "S' above the train number on the printed schedule would operate on that day. MARC/MTA puts out text messages to MARC Passengers, if they are signed up for the text messages, advising passengers of the abbreviated schedule. They also post the information on the Gate "A" board a couple of weeks prior to the Holiday as information for MARC Passengers. The Conductors also make announcements on the trains during the week prior to the abbreviated schedule. It is unfortunate that you did not receive the messages or see the information on the Gate "A" board. However, the policy is that Amtrak does not honor MARC Tickets on holidays or any other weekday that the MARC does not operate weekday service except for the trains listed in the Amtrak/MARC cross honor agreement; namely, Amtrak trains 151, 181, 85, 137, 148 and 188. Amtrak Train 66 is not included and does not accept MARC weekly or monthly tickets for travel. We are very sorry for any inconvenience.

As a one-time courtesy, a refund has been authorized and a check in the amount of $32.00 will be mailed under separate cover. You should expect to receive it within the next few weeks.

Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Case #: [redacted]

Review: On August 8th, 2013 I purchased a one way ticket from Kansas City to St. Louis MO for travel on 9/2/2013.

On Amtrak's Website it states a price for the fare for a trip 29.00. On the right side of the fair you can select 1 Reserved Coach seat or 1 Business Class Seat ($18.00).

The total shows $47.00 for the ticket next to the Add to Cart after clicking on the 1 Business Class Seat.

When selecting the $18.00 the new price of say $29.00 for coach changes to $47.00. So you think you are paying $47.00 for the ticket.

When I finishes the purchase, I then saw I was charged $88.00 for the ticket.

So how did I end up paying 88.00 when the first page stated $29.00 and an additional $18.00 for the business class?

It looks like the Business class is $70.00 + $18.00 for the upgrade which does not even make sense. They should just advertise $88.00 for Business Class not $29 then show only $18.00 for selecting the business class ticket.Desired Settlement: I believe they should give me the ticket for $47.00 and fix the web so it does not miss lead the customer. Show the full fair before adding it to the cart.

Also why show the +18.00 for Business class when really it's 18.00 + some other fair for business class?

I actually like taking the train, but the business practice of baiting and switching on an upgrade is a really bad business practice.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, August 15, 2013 1:01 PM

To: [redacted]

Subject: Amtrak Response

Dear [redacted]:

We have received correspondence written on your behalf from the Revdex.com.

We were sorry to read about the difficulties you have been experiencing online with regard to selecting Business Class accommodations. Our website is working as designed. Whenever space is added to a cart, this note appears: "Fares are not guaranteed until we provide you with a reservation confirmation." There is also an error message added if the fare in the cart does not match the fare available at the time of confirmation. We believe incidences of this issue will be reduced by changes to the booking process that Amtrak is planning to implement later this year. We have forwarded your comments to the appropriate management for their handling.

As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before August 15, 2014 and is not transferable. We 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 of7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call.

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]

Review: On 07/19/2013 I was traveling to Norfolk, VA to visit with family, I booked my travel with Amtrak. On my date of departure leaving NYC my train was running late, which is no big deal I'm use to train running late, as the train made it's way south just before arriving at Baltimore the train lost lights & air conditioning. It took about 5 to 10mins for the lights & air conditioning to come back, and the train proceeded on it's route. The train made it's stop at Baltimore, and leaving Baltimore just coming out of the tunnel the train lost lights & air conditioning again. Now this time passengers waitied about 20mins before the annoucement came that the trains 2 engines have been lost as well and that it will take up to 20mins for an emergency engine to arrive. It is now approaching 45mins and the train ist still stuck on the track, a Maryland commuter train pulls up next us and the annoucement states that we have to transfer to this train and that this train will bring the passengers the rest of the way. After the transfer, an annoucement was made that this train will only be going to Washingotn, D.C. and that those passengers going further south will have to make other arrangements. I had to run to the very last train leaving Washington, D.C. to Newport News, VA where I will make my transfer, and instead of arriving at Norfolk at 10:55pm, I arrived at 3:30am. The customer service response to this incident has been less than satisfactory.Desired Settlement: I would like a refund back to the credit card I used to pay for my ticken which was in the amount of $180, I'm not asking for the $17 that I paid for traveler's insurance which was of no assistance to me either during this incident. The complaint number I have for Amtrak is [redacted].

Business

Response:

From: [redacted]

Sent: Thursday, August 08, 2013 4:33 PM

To: [redacted]

Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Certificate provided as a token of our regrets for your inconvenience. We have reviewed your request for a refund and truly regret that in cases such as yours, we do not offer refunds since transportation was provided. While we cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely, [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: Train Delayed 4 hours and shameful Customer Service

Our train was supposed to leave from Chicago to Newark NJ yesterday 9/21 at 6:40pm -instead it left at 11pm. A few hours before that, an agent for Amtrak called for seniors to line up in the waiting area thinking we were getting our tickets check only to then be yelled at by an [redacted] American lady that was dress like a cop. She yelled for everyone to sit down and to be quiet in such a rude,vulgar and ill-mannered way. Very shocked and humiliated that we would be treated that way.

What kind of people do they have working there? How about an apology to their customers instead?

We then missed our 5am connection to Pittsburgh and we are now on a bus to Harrisburg. If we wanted to travel by bus, we would've taken [redacted] which would've gotten us to our destination quicker. We needed to be in NJ sooner because of a family health emergency.

I have never experienced such horrible and unpleasant service. We would like a refund for this nightmare of a trip or we will be pressing charges against this company.

In addition, we cannot communicate with Amtrak on or offline!!! Site is no help at all. We should not have to do business like this!!! They should have a system with enough employees to be able to give a good lines to communicate with!Desired Settlement: We would like a refund for both tickets - Total $334.90.

Reservation Number - [redacted] CHICAGO, IL - NEWARK PENN STA, NJ (One-Way)SEPTEMBER 19, 2014

Business

Response:

November 7, 2014Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a delay while traveling with us. We can certainly understand the inconvenience and frustration this caused you, Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.We are disappointed to hear of the service disruption you encountered between Pittsburgh and Harrisburg. In 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 business. Regrettably when such incidents occur, we must obtain alternate transportation. Please accept our most sincere apologies for your inconvenience.We have authorized a refund of your Amtrak fare from Pittsburgh to Newark. An automated credit in the amount of $174.20 was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated.In addition, to underscore our regrets for disappointing you, I am enclosing a Transportation Certificate in the amount of $100.00, which I hope that you will use toward another Amtrak ticket purchase. The Transportation Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used. We must respectfully decline your request for additional compensation.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Aluster FCustomer Relations Specialist

Review: Worst Experience travelling in Amtrak.

Hi,

It was my first experience travelling in Amtrak. I had a train from [redacted] PA to [redacted] MA on 25 Aug 2014 at 7:22 AM. At midnight I got a call from them saying that the train was late by 10 minutes. By morning the train was already late by 3 hours. I was unaware about it and reached the station on time. The train that was scheduled at 7:22 AM came to the station at 12.50 PM which was 5.5 hours late.They didn't even compensate for this by offering some refreshments. The train which was supposed to reach [redacted] at 7:30 PM reached there at 3 AM. I could not even get a cab at that hour of time.I was sitting alone on the station at that hour of night.

I want Amtrak to compensate for the inconvenience caused to me by offering me a full refund of my ticket and the additional cab charges that I had to bear.Desired Settlement: I want them to refund my full ticket plus the cab charges that I had to bear

Business

Response:

From: F[redacted], Aluster

Sent: Tuesday, October 28, 2014 1:17 PM

To: '[redacted]'

Subject: Amtrak Response - Case # [redacted]

Review: To whom it my concern,

On Feb 21, 2014, I was traveling from [redacted] .CT to [redacted], RI (#[redacted]). I needed to make quick phone call to let my husband know I was on the train and safe (snow season). I could not text him because he was driving on the highway. After 20 minutes later (around 4:15pm- I was reading my book very quietly) a fellow passenger behind me informed a conductor that I was on the phone earlier and immediately and without any investigation the conductor berated me curtly and loudly in front of the entire train “Hey, no phone calls, Ok???” In the meantime another passenger had a walkie-talkie and was carrying on a full volume conversation, yet no one mentioned it to him. First off, I was not in a non-talking car and secondly, I do not appreciate being scolded by one of your employees. It was embarrassing and I am offended. Unfortunately, I could not ascertain the employees name because he kept placing his hand over his name tag when he passed me. I was in the first section behind business class and the employee in question was a [redacted] male around 50-60 years old. I travel quite often for work and I have used Amtrak many times, however while I understand quite is important for passengers, but this was at 4:15PM and it was a low voiced, 2 minute conversation. I am wondering if an [redacted] woman travelling alone is much easier fodder for your employees aggression than a [redacted] male who is loudly talking on a walkies-talkie.

I submit the complaint to Amtrak website on 2/27/14 but only received a genetic email, see below:

We apologize for the inconvenience you have experienced. We have forwarded your e-mail correspondence to our Customer Relations Department. A Customer Relations representative will contact you as soon as possible. Please be advised that a response may take several weeks.

Thank you for your attention in this matter.

Business

Response:

From: [redacted]

Sent: Monday, April 21, 2014 5:04 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Amtrak has been profiteering off of their website's 3+ year-long computer glitch that creates higher fares for Student Advantage (SA) discount members. With their new system of integrating the SA numbers into one's profile, this glitch now seems to apply to all fares. This is corrupt negligence that needs to stop. I hope the Revdex.com can do something to help and protect the consumer.

Below is an excerpt from an article written in 2010:

"Consumerist reader [redacted] was recently trying to book a train trip from Washington, D.C., to Newark, NJ, on Amtrak’s website and ran across a bit of a snag — When she attempted to claim the Student Advantage discount, her ticket was suddenly $13.90 more expensive.

Here’s how [redacted] tells it:

Tonight I went online to buy an Amtrak ticket for next month (5/22) on the usually expensive Northeast Corridor Line though I lucked out and was able to find a $49 ticket. Coupled with my Student Advantage Discount, I was pretty pleased that for once I wouldn’t be paying a ridiculous sum to ride the rails. However, when I put in my information for the discount, the price of the ticket jumped to $62.90.

Does Amtrak have some sort of policy against using discounts on fares lower than $50? It seems pretty ridiculous to be unable to take advantage of your discount at all times (excepting the policy that tickets must be bought no later than 3 days in advance), but hey, that’s me.

We were able to replicate Rachel’s situation and got the exact same results. And when we tried one of the higher-price fares listed for that day, the Student Advantage discount was actually a discount.

Looking at the Amtrak page that details the Student Advantage program, there doesn’t appear to be anything in the listed limitations regarding a threshold at which the discount no longer applies. [I can confirm this, as I have double-checked many times and throughout the website today]

Our best guess is that, aside from a computer glitch, Amtrak considers the $49 fare as an already-discounted rate, but then [redacted] should have gotten a message that she could not combine the discounts instead of a higher price." [As stated above, there is no consideration of a $49 or lower fare as an already-discounted rate anywhere throughout their policies]Desired Settlement: In addition to the repair of this glitch, there should be an explanation via email, letter or phone – preferably one that reaches out to all their SA members, as this is about us as a whole, and a considerable portion of Amtrak's business at that.. At the very least, we deserve an explanation and a promise to fix this problem.

Thank you.

Business

Response:

From: [redacted]

Sent: Thursday, October 17, 2013 4:07 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 making a reservation using the Student Advantage discount. Please accept our apologies for your inconvenience.

Under Terms and Conditions on Amtrak’s website, information can be found to explain that the Student Advantage discount is not combinable with any membership or promotional discounts such as the fares issued for 14 days advance ticket purchases. Since the 14 days advance ticket purchase fare is already a discounted fare, there are no further discounts permitted when making a reservation with this fare plan.

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

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: My son got married in [redacted], CA on 25Aug[redacted] and I went online to plan the trip by Amtrak calling the trip "The Circle Tour 2013"I called 1800usarail several times looking into where and what we could do on the way out and on the way backWe decided and I booked the trip over the phone on June 4, I also booked two hotels ([redacted] and [redacted])Also a ride from [redacted],AZ to the Grand CanyonI was told they take you up there and they bring you back to [redacted],AZ on the same trainThat was the Grand Canyon Rail Road not connected to Amtrak I just booked that tour through AmtrakMy reservation number for the trip was # [redacted]The trip was 1) StPaul/MPLS to Seattle, WA Leaving MonAug arrivivng Wed 21AugWe booked a roomette for this partThat was pretty good the people were niceWe got to [redacted] around 3pm (arrival set for 1025am) No complaint about that[redacted] was nice we didn't have much time there but we did get to roam awhileThe next day the train left [redacted] going to [redacted], CAWe had reserved coach for this trip of hoursThe people were not as friendlyThe skirting between our train car and the one in front of us wasn't attached correctly so that when the train rocked we were looking outsideThe door on our car was stuck halfway open so it was noisy, windy and kind of scaryI pointed it out to the car attendentHer respose was to ask me if I really wanted to move because of a small mechinacal issueConfrontanionalI went back to my seatThere was another car on the way to the lounge that the door wouldn't open when I pushed the bottonI had to force my fingers thruogh and push the door openThere were several attendents and the security person who went through these doors and no one tried to fix the problem in anywayAt one stop I spoke to the Condoctor about the stuck door seeing it as a safety issueHe told me that they were not going to be using these trains much longerI called 1800USARAIL to say something and was told I wouldn't be allowed to speak to costomer service until after my trip was finishedI think there is something wrong with that policy[redacted] and I got to [redacted] Station in [redacted],CA after 930pm found the "flyaway" bus to LAX to pick up the car we rented for the weekendThe wedding was Sun 25Aug and on Monday 26Aug [redacted] and I spent the first part of the day roamingThe train was to leave LA at 615pm so we dropped the car off at LAX about 330-4pmWe again took the "Flyaway" bus to [redacted] StationThere we found out the train was canceled because of heavy rain that had washed out the train railsWe were sent to customer support and the man we spoke to said he wasn't sure if the train would even be able to go the next dayI asked well what do we do? And was told to come back tommrowWhat do we do in the meantime? He told us there was a hotel a couple of blocks from the stationHe wrote down a phone number(1800USARAIL) and told me to call that number to push "0" until I spoke to a real person and to ask to speak with customer servicesI asked if he could get me the phone number for the hotel, that I didn't want to walk over there with all my luggage only to find they have no rooms then have to walk backHe said I'll be right back and went into the office where we watched him chatting with the woman in thereAfter minutes I asked [redacted] "Do you think he's coming back? [redacted] didn't think so either so we went outside to call the number he gave meI explained to the woman where we were and what had happenedI explained that I had set up the trip so we got to [redacted],AZ on Tuesday(in coach, this was supposed to be a short trip) we would have all day Tuesday to rest and exploreThen reserved for the Grand Canyon RR at 9am on WedThat if the train got us there on Wed at 4am there would be no way we could turn around that day and go to the Grand Canyon trip at 9amI have a case number([redacted]) so what we talked about should be on recordI asked if they could refund the LA to [redacted], AZ portion of the trip, if they would agree to that we could afford to re-rent a car and drive to [redacted] and still get there on TuesdayShe did agree to refund what I thought was that portion of the trip and gave me a case number to give to the ticket person who would then change the ticketsI restated this three times trying to be clearMy understanding was I would be refunded this canceled portion of the trip but would continue on the train picking up from [redacted],AZ and finishing the trip with AmtrakI was told that if there were any questions at the ticket counter they could call the customer service and they would explain what to doAt the ticket counter she had no idea what I was talking aboutI asked her to call and she said it was 7O7pm and they closed at 7pmWhen I tried to call they were closedThe woman on the phone and the ticket woman really did try to be helpfulIn the end we went into [redacted] and tried to use my computer to rent a car where I couldn't get my computer to workIt was really hot in the station we went outside to call about renting another carI called several places trying to get a better price and agreed to $for one way, GPSIt was complicated because [redacted],AZ has no major car rental places closeby where we could return the carThe closest being [redacted],AZ airport miles awayThe problem being how do we get from [redacted] miles back to [redacted]Well we said the heck with it got back onto the"flyaway" bus and went back to LAX and picked up a car at 1023pmWe stoped and slept in the car and drove to [redacted], dropped off our luggage, and tried to find an inexpensive way to get backWe asked at the chamber of commerce and found we had just missed the last of the two shuttles that ran thereWe took a cab(A [redacted].com #[redacted] the drivers name is [redacted]We paid $for the ride that being the cheapest optionUp early Wednesday 28Aug we went to the Grand Canyon Rail Road to go up to see the Grand Canyon a tour that I booked thru Amtrak at $each and was told they take you up there you get three hours to walk around and then you get back onto the train back to [redacted]We paid for these tickets at the St Paul/MPLS station when we picked up our ticketsAt the Grand Canyon Rail Road station we were asked if we wanted to come back from the Grand Canyon or were we planning on staying thereWe ended up paying an additional $for return ticketsI again called Amtrak at this point I had to verify the rest of the tripBecause we also did not have a ticket from [redacted],AZ to [redacted] where Amtrak picks up passengersWhoever I spoke to said we had to find our own way from [redacted] to [redacted] 3-miles awayAt 300amWe did have a ticket from [redacted] to [redacted] for the 27thAfter we returned from the Grand Canyon we asked at the hotel about the bus and we had no problem getting the shuttle out thereWe were told as long as we had a Amtrak ticket it is freeThis is something that whoever I spoke to should have knownAnd we got from [redacted] Junction,AZ to [redacted]s, NM fineFrom [redacted]s,NM to [redacted],IL we reserved a roomette for the one night tripWe got on the train after 4pmWe got the beds down after 7pm I laid down to sleep around 830pmFrom then I kept smelling this stenchAt 1030pm I found our car attendent and told him how bad the smell was and that it was making me nausousHis name is [redacted] and first he told me someone must have used to toilet that was where the smell was coming fromThen he told me the septic vent was backing into the train, nothing he could do, then he sprayed the vents with freebreezeI tried to sleep but that smellAt 130am I gave up and asked [redacted] to come out to the lounge, maybe we could sleep thereOn the way we talked to another attendent who said the conductor was in the dining car and we should talk to himHe listened, checked it out,and moved us to another carIn that hours seven people got kicked off the train[redacted] to St Paul/MPLS were going home.Desired Settlement: 1) $total trips Flyaway bus
2) $152.67Car rental
3) $gas
4) $Cab [redacted],AZ to [redacted],AZ (return rental car)
5) $Return trip Grand Canyon RR
6) $Refund entire trip
Business
Response:
From: [redacted]
Sent: Wednesday, October 02, 10:AM
To: [redacted]'
Subject: Amtrak Response
Dear **[redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com
Let me apologize on Amtrak’s behalf for the delays, service disruption and mechanical problems that you experienced when you traveled with us recentlyWe 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 businessAmtrak’s first priority is to provide safe, reliable and efficient transportationWe have concentrated our efforts on expediting repairs to equipment, rails and rights of wayWe 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 were sorry to read about the unacceptable manner in which the service disruption was handled by our [redacted] station staffWe expect each of our employees to be helpful and treat our customers courteously and with respect and to perform their duties in a professional mannerThere is no excuse for the unprofessional manner in which you were treatedPlease be assured that 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 downYour comments have been shared with the station manager so that these matters can be reviewed and appropriate action taken
Amtrak does not normally offer refunds for travel purchased with a rail pass once travel has begun; however, due to the circumstances of your case, an exception has been madeAn automated credit in the amount of $has been made to the [redacted] account used to purchase your ticketsThis transaction was performed electronically and no paper credit slip was generatedDepending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement
Also, it is not Amtrak’s policy to reimburse the expenses that passengers might incur, nor do we assume liability for the plans and commitments of our passengersTherefore, we must respectfully decline your reimbursement request for your rental car and other expenses
We would very much like to have the opportunity to serve you again under better circumstances; therefore, as a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $The Certificate must be redeemed on or before October 2, and is not transferableWe hope you will use it toward your next Amtrak ticket purchaseTo 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.mPlease note that your Certificate is being held electronically and can only be redeemed by calling Customer RelationsWhile it is not required, it is helpful if you refer to the case number at the bottom of this email when you call
Once again, thank you for writingWe look forward to the privilege of serving you again in the future
Sincerely,
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Case #: [redacted]
Consumer
Response:
From: [redacted] <[redacted]>
Date: Tue, Oct 15, at 1:PM
Subject: Re: cid [redacted] / Amtrak
To: [redacted] <[redacted]>
Thank you for your helpI don't know what to do so for now I will do nothingI don't want to accept the offer

Review: On Aug 26, 2012, I took Amtrak rail from [redacted], to [redacted]. My train went from [redacted] to [redacted], then from ** to [redacted], then I transferred to the bus from [redacted] to [redacted]. At ** station, I only checked one bag with Amtrak. By the time I got off from the bus at **, my bag was not on the bus. I was told to check with them on the second day. I went to the ferry building Amtrak bus station second day and my bag was still not there. Immediately, I was helped to make a report by the agent [redacted] there. I was not told that I can claim reimbursement with them so soon. I was told to check with them as such thing happens and they might find my bag in other stations. Then I kept calling them afterwards to check with them, I was always told that check with them after few weeks again as it takes time for them to check each station to see where my bag is, and they might find my bag. I kept calling and they never found my bag in any station. It took a long time that they still didn't find my bag. Then I tried to make reimbursement with Amtrak for the lost baggage. Around Christmas 2012, Amtrak sent me a claim form to reimburse the lost value for my bag. After I made a claim, on Feb 14, 2013, I got a letter from Amtrak stating that they received my claim on Feb 11, 2013. They said they only resolve the claims that are received by their office within a reasonable length of time after the loss. They cannot honor me for claims more than 30 days after the date of incident. The reasons they gave me are briefly as follows: 1. it is difficult for them to reconstruct the event that may have taken place at the time of loss. 2. personnel may have changed and memories may have faded. 3. Records and documents related to the incident may no longer be available. In addition, many other factors hinder their ability to document and settle the claim.Desired Settlement: I just want Amtrak to refund my loss for the lost bag, which is $ 110 as claimed with them.

Business

Response:

From: [redacted]

Date: Fri, Mar 15, 2013 at 5:35 PM

Subject: [redacted]

To: [redacted]

Dear [redacted]

Please see letter below:

March 15, 2013

Dear [redacted]:

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

I was disturbed to read about the loss of your baggage. Normally, Amtrak does not honor claims received more than 30 days after the date of the incident. However, as a one-time courtesy, I have authorized reimbursement in the amount of $110.00 for your claim. A check in this amount will be forwarded to you under separate cover. You should receive your check within a few weeks of receiving this letter. This compensation represents full and final settlement of your claim.

Once again, thank you for contacting us. We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs.

Sincerely,

Case #: [redacted]

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: late trains, no services in [redacted], lost luggage

I, Jerry Lopez bought my mother , [redacted] a round trip ticket from [redacted], Or. On the morning of the 17th of Nov 2013 the train was an hour late coming in to [redacted] .People were drunk in the aisles and you had to step over them to use the restroom. On the second leg of my mothers trip the train was late again so my brother drove from [redacted], Ca. to [redacted] ; a two and a half hour drive to drop our mother off. On the morning of the 24th of Nov.2013 the train was scheduled to arrive at 3:06 a.m. it did not show up until 4:17 a.m. When my mother arrived in [redacted], Or.at 2:30ish p.m. ; again late she was told by the attendant not to worry about her luggage. The attendant said he would get her bags for her after getting all passengers off of the train. The train left and her luggage was not given to her. She told the attendant in the [redacted] depot who called ahead to [redacted] to retrieve her luggage. She was told she had to wait an additional 2 hours before a return train could bring back her luggage. At 4:30 p.m. she asked the depot where her luggage was and they told her the conductor would not let the baggage claim attendant retrieve her luggage because he was in a hurry and running late. The attendant again apologized and had to call [redacted] to try and get her luggage, then the told my mother she would have to drive home, which is an hour and a half away, and return on the morning of the 25th of Nov. 2013. it finally arrived at noon after a day of work lost for my brother and her.Desired Settlement: I would like a complete refund and gas money paid for the round trip my brother had to take on the 23rd of Nov. 2013 and the round trip my mother had to take on the 25th of Nov. 2013 .The round trip from [redacted], Ca. to [redacted], Ca. is 362 miles and 75.00 in fuel. The round trip from [redacted], Or. to [redacted], Or. is 130 miles and 30.00 in fuel. I would like Amtrak to pay for all fuel and ticket prices. Thank you.

Business

Response:

From: [redacted]

Sent: Thursday, December 05, 2013 3:53 PM

To: [redacted]

Subject: Amtrak Response

Review: My name is [redacted] I am a student at [redacted] I live in [redacted] and Commute to school everyday. I take the train and since im on a budget I have a metrolink monthly pass. I try to be green as president Obama suggests and ride my bike from home to the [redacted] metrolink station and from the [redacted] metrolink station to campus. Metrolink has a deal where if you buy a monthly pass you can ride the amatrk as well, so as a student on a budget this seems like a sweet deal. The other day I was made aware that metrolink pass holders can not bring a bike aboard the amtrak so I called the amtrak operator and made my situation understood. The lady operator gave me a boarding pass for my bike and told me I was ok to board. So today 9-9-13 I go aboard in the morning and have no problem but at night when I give my code the conductor tells me that my ticket does not work and intimidatingly takes away my CA ID. I call amtrak and they tell I have to buy a ticket and when I refuse they leave me stranded in [redacted]. I love this state and want to keep it beautiful hence why I ride my bike. I dont know what to do or who to call I feel bullied, I feel worthless. I did nothing wrong and was chewed up and spit out by big business. When I bought the pass I was never made aware that my bike would not be allowed to ride. [redacted]Desired Settlement: I want to be able to ride my bike

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, October 01, 2013 5:01 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. Before we can assist you with your case, we will need you to provide us with more specific information as we are having trouble finding you in our computer system. Could you please provide me with your reservation number? I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: We would like to file a complaint about the poor and unprofessional service we received on the dining car of the Silver Meteor traveling southbound to Miami on 3/24/12 (4:18pm train out of [redacted]). We are members of guest rewards and have been traveling aboard Amtrak for 20+ years. The service we received during our trip was not what we have come to expect from Amtrak. We were served by waitress [redacted] and were seated by another female (a short, heavy set [redacted] American female- we didn't get her name).

Both women were extremely rude and inattentive to our family. The woman who seated us was very abrupt and impolite. She forced our family of 3 to sit with a stranger despite our requests to be seated alone. She never asked us whether we were comfortable sitting alone and completely ignored our requests for a private table. There were plenty of empty tables and there were other tables being seated for single riders. The table next to us had to single riders who were just seated together. It appeared most families were able to get a private table.

Then we were forgotten about and waited to be served for 45 minutes. [redacted] did not even apologize for forgetting to serve us or another table. She then informed us that there were no eggs left and that we could only get pancakes or grits and potatoes. We tried to order a grilled cheese and we were told no. [redacted] did nothing to try to acommodate us or make up for the 45 minutes we waited. When we were finally served, she brought out incorrect orders. She then never came back to the table. Finally, we were kicked out of the dining car by a male employee and asked to leave because they had to get ready for lunch. We were told we could bring our food into the club car. We were shocked by the way were treated and felt that the lack of service we received warranted a complaint

Business

Response:

Date: Fri, May 3, 2013 at 5:17 PM

Subject: [redacted] YOUR ID #[redacted]

To[redacted]

Hi [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: On Sunday February 9th I was scheduled to leave [redacted] Wa via Amtrak at 9:35am. Upon arrival at the station I was told by 3 different Amtrak employees that the train will be delay and "BY LAW" (due to work practices of the stewards and engineers) can NOT leave the station until 1:30PM that day. I was allowed to give my bags to the ticket agent for safe keeping while they told me I could leave the station. I asked a 4th time that if I left and returned by 1:30 I would be on the train. Again, I was told yes. I walked into the City (tourist) and did some more sight seeing. I had to use the restroom and could NOT find a open lavatory. I had to use the restroom SO bad that I walked back to the train station and got to the station at 10:30 when I heard over the loud speaker that my train was calling the final boarding call. I ran to an attendant and was told that, it was MY train that was leaving and that I had less than ONE MINUTE to get on it. I ran to the ticket agent to get my bags and ran to the train which was seconds from moving. I urinated on myself attempting to make the train. I was SO embarrassed and did my best to cover up the stain and the smell. I was in horror and disbelief. Upon getting on the train I was treating like I committed a crime. The stewardess were very hostile and lacked manners, as they treated the paying passengers like livestock. I contacted Amtrak by email and was sent an autoreply stating someone from Amtrak would contact me. It has been over 21 days and no contact has occurred. My reservation number is [redacted] - 06FEB14 I traveled from [redacted] to [redacted] on Feb 9th 2014. I paid 206.00 for a RT ticket from [redacted], Ca to [redacted], Wa.Desired Settlement: A full refund of my return portion of the trip and an apology.

Business

Response:

From: [redacted]

Sent: Thursday, March 27, 2014 11:19 AM

To: '[redacted]'

Subject: Amtrak Response