Amtrak

Review: On March 31, 2014, I cancelled a May 24, 214 trip to NY (cancellation #[redacted]). At the same time, I also called Amtrak to cancel the "Hop On/Hop Off bus tour and was informed by Amtrak's "unprofessional" customer service representative that they do not have a record of my booking reference number [redacted]. I informed the Amtrak representative that I have already contact [redacted] and [redacted] New York for a refund of $48.99 for the Hop on/Hop Off tour. On April 3, 2014, again, I contacted Amtrak to rectify this issue in obtaining my refund of $48.99. Again, I was informed, the refund I not an "Amtrak" issue. I was informed to contact a company called, [redacted].com at ###-###-#### to request my refund. I contacted [redacted] (phone/e-mail). No one returned my e-mail request for a refund.

Through Amtrak's website, the Hop on/Hop Off bus tour was founded as a good way for me to spend a one day visit to parts of New York. In fact, Amtrak has advertised several tours available. The Hope On/Hop Off was selected because I could spend some time in the various sections of lower Manhatton, SoHo, etc. I have made several calls to Amtrak, [redacted] and [redacted] to receive my refund. Amtrak continued to point the finger at [redacted] and [redacted]. I want my refund before May 16, 2014Desired Settlement: I want my refund in the amount of $48.99 returned. My booking reference number for the Hop On/Hop Off 24-hour downtown loop bus tour is #[redacted].

Business

Response:

From: [redacted]

Sent: Wednesday, April 16, 2014 11:53 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Dear Sir: on or about Nov 8th 2013. I purchesed a ticket for my son to come too his mom's Funeral.In Spokane Wa. Which was to be held on the 12th of Nov. Which he picked up the tickets early but lost them.he was to leave on the 10th of nov 2013. And I was charged on my debit card'of ninety-seven dollars. and was told, Sorry about that. your problem, and have a nice day.I would like this money returned back too my bank account.The ticket No# [redacted].This is a round trip ticket.Thank You.[redacted]

Product_Or_Service: Round Trip

Order_Number: [redacted]

Account_Number: NaDesired Settlement: DesiredSettlementID: Refund

Ticket No# [redacted]

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, November 26, 2013 4:26 PM

To: [redacted]

Subject: Amtrak Response

Review: My husband and I took a roundtrip Amtrak from Austin to Fort Worth. The train ride was okay on the way there, but on the way back, the

train was filthy. We were delayed 2 hours on the tracks when it got dark. I noticed a bug on my husbands shirt that looked like a mosquito

and I slapped it off. I noticed more of them flying around and realized that they were coming out of the seats, so we moved to a different car.

My arms have nasty infected bites on them now and our heads itch too. The crew did not care when I reported it because they were busy with a drunk angry passenger that ended up being arrested when we got to Austin. I have pictures of my infected bites and called Amtrak to send an email of the photo

I took of my arms. I had short sleeves on! I had fever that evening and this morning when I woke up. After 3 attempts and holding for 30 minutes at a time and transferred and hung up on, I called Customer Relations in Philadelphia and asked for a refund and wanted to email a photo of my bitten arms. [redacted] was the reps name agent #[redacted] and she told me they don't refund anything after the trip has commenced. She would not provide an email address so I could send the photo. She did provide a case # [redacted].

The train was extremely filthy on the way back. It was train #**. This may turn into a staff infection. My husband and I will be using lice shampoo this evening.

WE WILL NEVER TRAVEL ON AMTRAK AGAIN!!!Desired Settlement: I want them to refund my credit card for the total of the trip. If I have a staff infection, I may be asking them to pay for that too.

The trip confirmation is [redacted]. 112.00 TOTAL.

Business

Response:

From: [redacted]

Sent: Friday, November 08, 2013 4:15 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 and will be getting back to you early next week. Once again, thank you for writing.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC Case #: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is just a promise that they are going to contact me.

They have had a month to contact me. This is NOT resolved yet. I asked for a refund.

Regards,

Review: I went online and purchased a ticket to ride the AMTRAK from [redacted] WA to [redacted] WA on August 4th. When I arrived to the station I was told I would be taking a bus. I called AMTRAK customer service on August 4th and was told that they would cancel my ticket and I would receive a refund of the purchase price of $87.00 minus 10% within 10 days. I called them back on August 19th (I spoke with [redacted] in the refund department) to see where my refund was and was told that whomever I spoke with did not cancel my ticket and asked why I waited so long to call. I then spoke to a women named [redacted] in the refund department and was told to send her my UNUSED ticket certified mail with return receipt. I did just that on August 20th and received a call from [redacted] on August 23rd to let me know that they had received my ticket. I was told that it would take a "couple" of weeks to process the refund. I still had not heard anything from them and had not received a refund so I contacted [redacted] on Sept 13th to find out more information. I was told that she did indeed have the ticket and it was taking a long time to process because they had been processing other refunds. On Sept 17th I noticed that they did refund some of my money. I was only for 50% of the ticket price and not the 90% that was quoted to me when I called them. their customer service department has been very rude in getting this matter handled.Desired Settlement: I am requesting a full refund of my unused ticket for the price of $87.00. Their lack of compassion and last of taking care of this in a timely manner when I had done exactly what they had asked is of great concern to me. I can be reached at ###-###-#### if you have further questions.

Business

Response:

From: [redacted], Vanessa

Sent: Friday, October 11, 2013 11:22 AM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. Please accept my apologies for the difficulties you have experienced regarding your refund.

Can you please advise if you returned both tickets to the Refunds Department for your refund? I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: I traveled with as broken leg on December 20, 2012. The trip was horrible. In Oregon, they removed several of us from the train and we boarded a passenger bus to Washington. There was absolutely no accommodations for my disability. The passenger bus made my injury worse.

When I got to my destination, [redacted], MT I called Amtrak about the issue. They assured me accommodations on my return trip. On my return from [redacted] to the Los Angeles area, there was a extremely rude, vile conductor by the name of [redacted], who kept badgering me about sitting in the lower section. I turned on my video camera and told him I was doing so.

A lady came on in Oregon, who kept asking the female conductor to place her in one of FOUR additional seats, as my leg was broken. They refused. They told ME, I would have to move. Moments later, [redacted] came into the compartment yelling at me, as if I were a child. Before I knew it, he jumped across my broken leg onto me and told me he was kicking me off the train. When the police arrived at the next stop, I got off and [redacted] ran. He prevented me from taking an additional train out of Oregon, gathered up a few witnesses to lie........and kept his job. But VIDEO does not lie.Desired Settlement: Due to the assault and unethical expulsion from the train, I am requesting the expenses I incurred from being stranded in Oregon and the cost of a friend to come from California to take me home, as I could not sit on a passenger bus for days due to my broken leg.

Total: $12, 670.59

Business

Response:

Dear **. [redacted]:

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

Could you please provide me with your reservation number or date of travel for your return trip so that I can locate you in our system?

I look forward to your reply.

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 have forwarded the below response:

Dear **. [redacted]:

The reservation number from Montana is [redacted].

The actual video of the assault and my communication with

Officer [redacted] of Oregon is also available.

Sincerely,

Business

Response:

[redacted] <[redacted]>

Review: Dear [redacted],

I would hope that you would also pass this on to [redacted] and [redacted]. I'm highly upset with the attitude of Amtrak staff and my luggage being lost and of course to all staff it is not "any big deal". I received no apology when I went to retrieve my luggage at the pick up spot and it was no where to be found. No one had any idea what happened to it and really did nothing to try to find it. I would have assumed that it would have been a concern of importance.

I would ask that you place yourself in my shoes for this instance and you have checked in a bag with personal items regardless of cost of the items (in which much of mine was fairly substantial and so was the luggage). You check it in with the idea that it is secure and that you will retrieve it at your final destination. Now step off the train and you are at the end of your travels and when you go to get your bag it isn't there. I was very calm and the gentleman stated that perhaps it went on to Washington and should be here in Portland at 1130 am the next day (June 2nd). I fill out the form that they need in order to track the missing luggage. I'm just hoping that is the case as no one can give me a definite answer or help to track it they can only give me an excuse and best guess. (That in itself is appalling when you are dealing with others personal belongings). I get a phone call at 1110 am stating nothing was reported nothing was seen. I'm asked to wait until 430 pm because perhaps it is coming on the train from last night a guess that it may have been taken off on accident. (It would seem prudent that there is a policy of communication between all the stations when this happens). I get a call at 4pm stating again nothing and that I will have to submit a paper with items in the luggage. At this time I state to [redacted] in Portland, Oregon that I just want my luggage and it seems ridiculous that it is not mentioned or at some station unless the proper procedures of claiming your luggage are not managed.

At this moment I had no recourse as there is no formal complaint message or someone who responds back to someone who has had the misfortune of really being "stolen" from in all due respect. I wanted to try this form of travel because I haven't and normally fly. If this is the kind of service and attitude I get then I definitely will not be traveling by Amtrak nor recommend this type of traveling to anyone.

I would like someone to track my luggage and if it needs video recall to see what happened then so be it. I would like a confirmation of what happened if it is not returned (noting that it is my preference that it would be returned in it's entirety. ) All the information is at the Portland Oregon office as of June 1st 2013.

Sincerely,

[redacted]Desired Settlement: I would like my baggage returned and if not explanation of what happened with it and full re-compensation! I should not have to make any further efforts in the matter and do not want to wait for re-compensation as this was not something that I did wrong, but your company and its negligence.

Business

Response:

Date: Thu, Jun 13, 2013 at 5:04 PM

Subject: [redacted] YOUR ID #[redacted]

To: [redacted]

Cc: "[redacted]

Fyi.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

Review: I was taking the train back home from a business trip from [redacted] to [redacted]. My train was suppose to leave at 8:04pm on 2-6-13 in [redacted] but did not leave until 9:50pm. The train arrived in [redacted] well after 12: 45pm on 2-7-13. By that time I had missed my family and they had already left the City and drove back to PA. So I was forced to stay in the lay over and walk around the City of [redacted] all day alone and I did not know anyone in the City. So I sat and ate and waited for the train to leave. The lay over was for 6 hours. Upon leaving I was lined up at the door and one of the attendants that was outside pointed me inthe wrong direction of my train I knew what my train number was and asked specifically for that train number 20. I believed the employee and went to the train and waited patiently for the loading and once I got to the train assistant she told me I was not at the right train. So I ran back to the front where the worker for Amtrak was and he asked to see my ticket and lead me to train lane 16, and that was not my train lane it was on the other side. By that time, it was to late, the train had left 4 minutes before it's scheduled departure time, and I got left behind. I ran to the front counter to report what had just happened, and told them what happened and how the worker lead me in the wrong direction. A female [redacted] lady approached and observed the entire situation and I told her what happened and she explained that she was a manager and she could help me and asked me to go to the main offcie right around the corner. I did so. At this time I was extremely upset. I did not have anymore insulin left for my diabetes and I was feelings faint. I waited for over 20 minutes and during that wait the general manager was there he was a middle aged short [redacted] male. He asked what was wrong then the other lady came out and said she was taking care of me. I explained to her that no she was not and I wanted to talk to the someone else in charge such as the general manager or the president. The [redacted] female manager declined and said that she will offer me 57.18 cents back as a refund and she could set it up for me to take the [redacted] tonight back home. I declined the refund and told her I wanted a full refund for my travel in which is $131.00 and they should accomodate me for misinforming me of the information and sending to the wrong train. The [redacted] female manage said they were not doing any of that and that I could either take what they are offering or leave it. I was extremely upset at this time and reviewed to her whatthey are telling me. She said they will give me 57. 00 and some odd change back they would set me up with the [redacted] bus terminal but I would have to foot the entire bill out of pocket. I told her this was wrong. The lady then begin to debate with me back and forth, until I had to plead with the lady and told her I do not know the worker due to not being from the City and not being an employee but I could pint the man out. She wanted me to take her and point the man out. I walked the lady out and told her I have no reason to lie on these people and that I was not from here and I just want to go home. I showed her the worker she asked him exactly what I told her, the worker said he pointed me to the train 16 and at that time it was 4:02pm. I stepped in and I told her it was gate 15 on the other side ad the train was not there at 4:02. My train was suppose to leave at 4:04. The manager was slightly upset that the worker was honest and admitted to a mistake. The female manager even walked away from me and the worker, and was not going to refund my ticket, until I threatened to call the police. The lady then took my ticket left and changed the ticket to another day. I asked her where was I going go and what was I going to do, because I did not know anyone in this City. The lady shrugged her shoulders as if she did not care and I was on my own. The lady was not helpful and did not do anything to accomodate me in any form. I needed my insulin and I needed to go home to go to work the next morning. The female manager was disrespectful, refused to give her ame and the worker's name, and she clearly knew her worker had made a severe error, and the train had left early and did not do anything about it, but instead forced me to suffer that consequence of the worker misinforming me and admitting to it in front of her face, and the whistle blowing of the train leaving early to make up for lost time. This is the first time I have traveled on the a trian in the 37 years I have lived and This exprience was not pleasing at all. I trully enjoy riding the train and I want to ride it again in the future to enjoy the scenery and the pleasure of meeting others but not the expense of my safety and to be blatantly disrespected by the staff and the manager's. If I had to stay an extra night they could of at least provide me with a hotel and travel there since it was the complete error of the Amtrak staff members.Desired Settlement: I want an apology from the 2 manager's at the Amtrak Station in the [redacted] terminal, and I strongly believe they should go through ethics training, policy and procedures, and customer service training all over again. I want a full refund to my credit card account in the amount of $56-60 for the entire purchase of the departure in which totaled $131.00, and the money I had to pay out of posket to take the greyhound bus back to Cleveland in which totaled $87.00. I want a total of $143.00 credited back to my account in which will accomodate the remaining money for the total cost of my departure ticket only in which was my original round trip ticket, and the 87.00 I was forced to spend on the Greyhound bus station ride home on 2-7-13. Amtrak has already refunded my credit card account with $75 dollars, but they took out 10% for an issue that was their fault, NOT MINE. I want my 10% back they took from me during the refund process. Had the train not left early, and had I not been mislead by the Amtrak staff I would have been on that train on 2-7-13 at 4:04pm. I want a complimentary One Way travel from [redacted] credited to my account for my next booking travel for a business trip within the next 90 days or I will forfeit my one way travel if not used in 90 days. I want an apology, A refund of 143.00, and a complimentary one way trip to [redacted]. I have all of my reciepts as well.

Business

Response:

From: [redacted]

To: [redacted]

Sent: Thursday, March 07, 2013 1:45 PM

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

Dear [redacted]:

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

From: [redacted]

Sent: Thursday, March 07, 2013 12:44 PM

To: '[redacted]

Subject: Amtrak Response

Dear [redacted]

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

We are disappointed that you experienced a delay while traveling with us. We can certainly understand the inconvenience and frustration this caused you. We are working hard on a number of fronts to improve our ability to run on schedule. 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. Please accept our most sincere apologies.

We regret the unacceptable service you have reported that you received. I understand your frustration, and I sincerely apologize for any inconvenience we have caused you. All of your comments have been forwarded to the appropriate management for their review.

We do not offer refunds in these cases. 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 March 7, 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]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This is not in anyway helping me in any kind of way. At least the company could refund the money that was taken from me due to the company taking 10% of my refunded ticket they should have refunded me $131.00 minus $75.00 dollars which equals out to be $56.00 dollars. The $75.00 dollars was already refunded back to me. That would have been the full amount of the cost of my ticket, and gave me a complimentary one way to Washington DC and also give me enough time to get the ticket. That would be the RIGHT thing to do, and accomodating thing to do for a first time rider and most professional thing to do. I work all day and I got this message the following day after the deadline day I asked for 90 days not 1 day to accept a decent response. Amtrak has not accomodated me in anyway and continue to make excuses for their short comings and expect for me to accept the bare minimum. It's not fair and their train left me early, and I paid for my ticket and was right there. Their employee mislead me and admitted to doing so, he was incompetent about his job, and I should not be held accountable as a customer for Amtrak's employee misleading and a train leaving early. That should be against the Amtrak policy and procedure and the trains should have a 5 minute grace period before leaving. My entire schedule was changed and re-arranged and I spent $93 dollars that I should not of had to spend when my ticket was already paid for. The offer they provided was a cop out, and appears to be an automated generated writing with a name attached to it. I want to speak to the president and inform him of his trains leaving before it's schedule time, and the incompetence of the employees knowledge of trains and their whereabouts.

Regards,

Business

Response:

From: [redacted]

Date: Thu, Apr 11, 2013 at 3:02 PM

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

To: [redacted]

From: [redacted]

Sent: Friday, March 29, 2013 5:12 PM

To: [redacted]

Subject: Amtrak Response

Review: Totally unsatisfactory service, not the services that where paid for failure to come to a satisfactory agreement with amtrac and myself to resolve.

Purchased two round trip tickets [redacted] tx to [redacted]. Ca. Dise.mbarked in [redacted] tx due to tech. Problems, forced to ride cramped bus with no working restrooms for 10 1/2 hours to [redacted], tx no assistance or information given when asked for. Told to call upon return trip to [redacted]. On return trip restrooms on board train car we where traveling on did not work not only causing an inconvenience, but als emmiting a horrible smell not to mention the possible health implications! No relief was given or offered by employees often offering only a shrug. Our return trip was also delayed over 41/2 hours due ito numerous problems with tracks, equipment, and personel. Whe I contacted amtrac and voiced my complaints and the fact that I would never travel by train again they informed me I wpuld be given a $300 credit for future travel on amtrac, I again stated the fact that I was not intersted in using their services again due to the numerous issues we had, I was told I could submit a complaint in writting to amtrac. I was already speaking to a representative of amtrac who has basically told me outside of a worthless (in my eyes at least) "discount" on future travel that I don't want in the first place. Why would I reward amtrac by spending MORE money on another train ticket in order to use a credit I don't want. Essentially the are asking ME to spend more of my own money to rectify their incompetent, flippant, and non responsive service. I feel that some other form of compensation be made such as a simple credit to the card the tickets where paid for with for the $300 travel credit they have already offered I don't believe I should have to spend more money in order to recieve relief from amtrac. By accepting their $300 travel crefit would not only cost me more money, but also reward amtrac for poor oroduct and service! Our trip was for june 21st leaving [redacted] to june 23 arriving in [redacted] ca. And june 29 leaving [redacted] ca. Arriving in [redacted] on july 1st all dates are 2014. The train was number 1 our reservation number with amtrac was [redacted] our case number with amtrac is #[redacted] we simply would like a solution that is satisfactory to both parties, but at I explained before no offer that would require me to spend more money in order to rectify the situation would be satisfactory to me. I hope we can come to a reasonable resolution. I am not asking for a totall refund just some sort of credit to the card that was used to purchse the ticket. As I stated before the $300 mentioned by the representative of amtrac that I spoke to would be acceptable but not in the form of a future travel credit. A refund to the purchasing card would be acceptable. I am willing if asked to provide the card information to any parties but understandably not over the internet. You are welcome to contact me @###-###-#### with any questons or any information. I appreciate you taking the time of registering my complaint and look forward to your reply.Desired Settlement: As I stated the $300 credit they offered would be acceptable but not in the form of a travel credit but rather in the form of a credit to the card used to purchase the train tickets. I don't belive any offer that would require me to spend MORE money in order to rectify the situation is acceptable.

Business

Response:

From: S[redacted], Vanessa

Sent: Monday, August 18, 2014 12:32 PM

To: '[redacted]'

Subject: Amtrak Response

Review: August 03,2012, I made reservations for my daughter and I aboard the Carolinian, train 79 scheduled to depart August 6 from [redacted], two reserved coach seats.Because of illness our trip was cancelled.Amtrak clearly states if you do not board the train your entire reservation at that point will be cancelled and some or all of the money paid will transfer to an evoucherI never received evoucher or a refund.Amtrak eTicket, Reservation Number [redacted]Desired Settlement: Based on the above information, I am requesting a replacement so that I may reschedule my trip

Business

Response:

From: [redacted]

Date: Fri, Mar 29, 2013 at 4:57 PM

Subject: Wall - YOUR ID #[redacted]

To: [redacted]

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

From: [redacted]

Sent: Friday, March 29, 2013 4:54 PM

To: [redacted]

Subject: Amtrak Response

Dear [redacted]:

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

We were disappointed to read about the difficulties you have experienced regarding a refund for your travel scheduled for August 6 from [redacted]. Please accept my sincere apologies.

After checking our records, they indicate that you and your daughter’s tickets were lifted while you were onboard the train. Therefore, we must decline the reimbursement you have requested. However, as a one-time courtesy, we are willing to offer you compensation in the form of an electronic Transportation Certificate in the amount of $349.65. The Certificate must be redeemed on or before March 29, 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]

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: purchased roundtrip ticket may 2. [redacted] IL to MN(departure fri. May 16 return mon May 19(could not return on sun. due to you can do connection from MN.to [redacted] because that train has been suspended)sun. departure was to be @ 8am. I received txt msg @ 7am("your 8am dept has been delayed estimated now depart 10:57am...I arrived @ 7:05 because I was already in route to Amtrak station due to the 8am departure. Thats a 3 hrs delay.@ this point this was a huge inconveince for me& my family.@8am I called to change my departure ticket from [redacted] to 7pm that nite instead of mon. am departure due to this huge layover.recalled my family of the change.@845am recalled Amtrak to check status of this delay, still saying 10:57am.leaving MN.arriving [redacted] 6:18p. 9:15a recalled now Im told est. time 11:35.now not knowing if I was even going to make it in [redacted] to get the 7pm connection to Bloomington. It was announced @ 11:15am train will be arriving in 15mins,please make your way to the platform. such a confusion, was told to go certain cart to board train(its approx.11:40am.directed wrong cart.turn back around to go to different cart. when boarded conductor tells me there was a refund on ticket(something went wrong when I changed the ticket @ 8am that morning apparently)they had done a refund so now had to redo ticket. way too much approx.1:45 recalled for status arrival to Chicago, est time 8:34p now I know I will miss that connection(7pm) to [redacted] IL. changed ticket again to depart. Mon am from [redacted] to [redacted] IL

Product_Or_Service: amtrak train ticket

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

half of that roundtrip ticket($86.00)total ticket price was $173.00 half of that would be the $86.00

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 9:28 AM

To: '[redacted]t'

Subject: Amtrak Response

On several instances over the past few weeks, Amtrak's mobile app has returned results for $0 fares for trips from NYP to WIL leaving Nov 25.
I contacted Amtrak requesting this rate be honored since that is what is being advertised initially. Then, when I make it to the payment stage, it increases the rate to $160ish. This has happened on four separate dates. They emailed me back saying that prices aren't guaranteed until I get a reservation number.
However, there is a vast difference between $0 and the $160. Furthermore, I have made them aware of this error and it continues to happen!!!
Talk about deceptive pricing strategies/false advertising!

Review: Earlier this year I booked a train ride to Philadelphia from Richmond. The train was delayed over 4 hours. I called, was put on hold for over 20 minutes. I was told that I would be mailed a voucher compensating me for this train ride. It has been about two months now, and I have not received anything.Desired Settlement: I just want the voucher compensating me for my train ride as I was promised months ago!

Business

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 8, 2014 at 4:46 PM

Subject: Re: FW: Revdex.com Complaint

To: "S[redacted], Vanessa" <[redacted]>

Vanessa,

Review: I contacted both the guest rewards department and customer relations department regarding 4,250 points that were in my account and have been removed. I'm being rudely told they are no longer in my account because they expired. I was unaware that points expire and rather than help in replacing them, I'm treated rudely and told to read the terms and conditions. I've seen no customer service skills whatsoever.Desired Settlement: I would like the 4,250 points I earned put back in my account. Awards number [redacted]

Business

Response:

From: [redacted]

Sent: Friday, October 11, 2013 5:47 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 regarding redeeming your Guest Rewards points. We have been advised by Amtrak’s Guest Rewards representatives that your points did expire on September 30, 2011 as explained to you when you spoke with representatives in 2011. Information regarding points expiration can be found under the terms and conditions of the Guest Rewards program; which states, specifically, that Amtrak Guest Rewards points expire 36 months after your last paid Amtrak trip.

Upon checking your travel history, we found that previous to 2011, you had not traveled with Amtrak since 2008. If you were a current cardholder of the Amtrak Guest Rewards® [redacted]® from [redacted]® with an open account, your points would not expire even if you do not purchase Amtrak travel.

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: My case or reference ID # is [redacted]. I would like to discuss the events that occurred 25 March 2013 when the Amtrak train #[redacted] was to transport me to Chicago. It is understandable that certain modes of transportation become impaired by conditions such as weather or mechanical failures but, in the event of these occurrences, the service provider must have alternatives in place to accommodate passengers who must adhere to a schedule. The lack of information available from start to finish on this commute is/was unacceptable. The conductors refused to give the up to date responses so travelers could make decisions going forward to meet their obligations.

Our understanding was that frozen switches were the cause of the delays. If this were to be an issue, would it not be prudent to advise passengers before boarding so individuals could decide to look elsewhere for a transportation provider ?

My scenario was that I needed to arrive on time for an appointment to secure an overseas visa and, ultimately, be able to depart later in the evening. Everything was in place and the only obligation I had was to arrive on time in Chicago. The catastrophic effect this had on the remainder of this plan is beyond description. The visa process was unable to be completed so I had to return to my point of origin.

The leadership at Union Station was indescribable, the individual at the boarding gates was yelling at passengers like they were cattle being loaded on a truck. The conductors were rude and confused as to where people were to board the train by what door. I am referring to a company that has been in business for decades and this is the best Amtrak has to offer ?Desired Settlement: The response from Amtrak was dated 4-18-13 offering a $50 gift certificate towards future purchases accompanied with an "I'm Sorry". I want a refund for expenses incurred so I can decide if I want to spend more money with Amtrak and if they want to provide gift certificates for future travel, so be it. These requests do not reflect the hardships that were the result of Amtrak failing to meet their obligations and would be pointless to demand compensation for, the offer made by them for $50 is insulting and merits this complaint.

Business

Response:

From: [redacted]

Sent: Friday, May 03, 2013 3:08 PM

To: [redacted]

Subject: Amtrak Response

Dear **. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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. We apologize that you are unhappy with the Transportation Certificate provided as a token of our regrets for your inconvenience. We hope you will understand our position in the matter and allow us the privilege of serving you in the future While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely. [redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC Case #: [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am not asking Amtrak be responsible for my itinerary or any inconvenience. What I do ask for is a fair settlement for expenses incurred as a result. If passengers were informed of these delays, we could have gotten off at any stop and proceeded in a rental. I could have taken a flight, provided I was told there would be delays but if Amtrak refuses to accept responsibility so be it. Refusal to be fair with passengers demonstrates poor business practices and I cannot accept this as being satisfied.

Business

Response:

From: [redacted]

Sent: Friday, June 07, 2013 10:27 AM

To: [redacted]

Subject: Amtrak Response

Review: Worst Amtrak experience EVER-EPIC fail on Amtrak's part. I arrived early to ensure I got a seat on the train because of past experiences with oversold trains. After being at the front of the line to board I was then told by a very rude employee to go to the back of another line (and yes I did pay attention to the instructions given about where to board for what stop). Getting in the other line meant I was one of the last ten or so people to board. NONE of us got seats. I was told to then go all the way to the front of the train for assistance. That assistance turned out to be me standing literally in the bathroom until [redacted]-that means for one hour. I paid Amtrak $75 to stand in a bathroom. Myself and the others with no seat were offered nothing more than a free drink-which is kind of silly if you think about it because we were all holding our luggage and standing. When a seat finally became available I was offered a seat next to someone who needed both seats to fit their body, so I spent the rest of the trip crammed into an arm rest being bumped by everyone who walked by. I will NEVER ride Amtrak again and will be discouraging others from doing so. Too many times of this type of thing happening, trains being late, etc. Your employees need a lesson in customer service and your booking system needs updated to not allow for overbooking.

After I sent the above email to Amtrak's customer service portal, I received an email back that said I would be contacted within 1 to 2 weeks about my seating issue. I received a call on 4/17 to discuss my concerns and upon returning that call I was directed to a customer relations specialist named Michael who offered me a $20 travel voucher for my troubles. He insisted that Amtrak should not refund my ticket because I did receive travel on the train. I asked to speak to a supervisor and was told that [redacted] was the only person I could talk to. I asked if he was his own boss and he said no, but that a supervisor would be unable to give me anything else either.Desired Settlement: I would like a full refund of my $75 round trip ticket from Amtrak.

Business

Response:

From: [redacted]

Sent: Monday, April 22, 2013 5:03 PM

To: [redacted]

Subject: Amtrak Response

Review: March 1, 2013,15:29 PMTo Whom It May Concern:Due to the fact that I do not have access to a pc or an uncompromised email address. I could not gain the reservation number for the 45dAY rail pass I purchased I could not gain the rail pass with two forms o f identification and my buisness card.The rail pass costs $859.Please notify the appropriate individual for a refund or the pass preferable.Desired Settlement: Iwould like the settlement to be in the form of a replacement or a refund as second choice.

Business

Response:

From: [redacted]

Date: Thu, Mar 14, 2013 at 3:38 PM

Subject: YOUR ID #[redacted]

To: [redacted]

Dear [redacted]

Please see letter below sent to the above passenger:

March 14, 2013

Dear [redacted]:

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

Before I can assist you, I will need further information. Please advise when you were scheduled to travel.

I look forward to your reply.

Sincerely,

Customer Relations Specialist

Case #: [redacted]

Office of Customer Relations

Washington, DC

Review: I had purchased a ticket from Amtrak for a seat from [redacted], CT to [redacted], PA on their Acela Express train. Amtrak had clearly oversold this train in almost an excess of 20 passengers, all of whom had to stand for the duration of their ride.

I paid almost $200 for this ticket, and I was unable to find a seat for the duration of the ride. I filed a complaint to Amtrak on April 21st, 2014 through their Customer Complaint Online Form, because I paid for a seat I did not receive. My complaint has not been addressed in over one month by Amtrak's Customer Service. Not only did Amtrak not bother to provide the service/seat I paid for, they blatantly ignored my complaint when they explicitly say that they will respond to us in 8-10 business days.Desired Settlement: I would like to receive a full reimbursement for this trip. Amtrak failed to provide a train seat that I paid almost $200 for, leaving me standing on a 3.5hr train. Furthermore, they blatantly ignored my complaint after receiving a confirmation email that my inquiry was received and would be responded to in 8-10 business days and I have now waited to hear from them for over 1 month.

Business

Response:

Sent: Tuesday, June 17, 2014 8:35 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Shortly after 9pm on 5/25/2014 Amtrak Acela [redacted], already 30 minutes behind schedule, suffered engine failure north of [redacted], CT. After several attempts to restart the engine, we returned to [redacted] Station and deboarded.

After a short wait in [redacted] we boarded NE Regional [redacted], arriving at [redacted]'s South Station at 1:10am on Tuesday, 5/27. As the [redacted] was no longer operating at this time, we had to arrange for alternate transportation home - in my case, a cab.

CR [redacted] in [redacted] (no last name given) offered a $98.10 credit towards future service on 7:40am on 5/28, but this is not acceptable.Desired Settlement: I request a refund of $52.24: the $32.40 difference between a ticket on the Acela, which I bought, and the NE Regional, which I ended up on - plus the $21.84 cab fare, as the [redacted] was not running by the time the train got to [redacted].

Business

Response:

Sent: Tuesday, June 17, 2014 8:48 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased a round trip ticket from [redacted], MS to [redacted], LA for travel on January 10 returning January 18. I purchased a first class ticket. There is a very good possibility that I will have surgery in the near future and if this happens I won't be able to travel. When I called Amtrak to cancel the reservation I was told that there would be a penalty of $15.82. Although the agent with whom I spoke indicated that the sales agent advised me that there would be a penalty for cancellation. I don't recall any such conversation. I have cancelled a first class ticket in the past and there was no penalty. Why would I purchase a ticket 8 months in advance if I knew there would be a penalty?Desired Settlement: I would like a refund of the $15.82 penalty.

Business

Response:

From: [redacted]

Sent: Monday, June 24, 2013 2:56 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

Thank you for your response. Please block your credit card number on your statement, and please forward it to me so that I can see if I can locate a ticket number to research your reservation. I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC Case #: [redacted]

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Jul 1, 2013 at 4:27 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

I received this message from the Amtrak representative and subsequently received a message that my reservation information had been located and I didn't need to send the statement.

Review: I AM AN ELDERLY DISABLED WIDOW OF A US ARMED FORCES COMBAT VETERAN WHO RECENTLY TRAVELED TO TAMPA FLORIDA FOR A FAMILY REUNION VIA AMTRAKMY SON ORDERED THE TICKETS ONLINE FOR ME AND MADE SURE TO PROVIDE INFORMATION THAT I WOULD NEED HELP BOARDING AND HELP TO MY SEAT, THIS WAS NOT PROVIDED FOR ME ON MY TRIP TO TAMPA FROM BOSTON TO NYC, FROM NYC TO TAMPA OR ON MY RETURN TRIP ON WHICH I HAD A SEVEN HOUR LAYOVER IN WASHINGTON, DC THAT I WAS TOLD ABOUT AFTER I CALLED TO MAKE SURE OF THE TIMES ON MY RETURN TRIPFURTHERMORE, I HAVE HEART AND BLOOD ISSUES THAT I TAKE MEDICINE FOR WHICH MAKES MY BLOOD THIN, THIS MAKES ME VERY SENSITIVE TO COLDI ASKED FOR A BLANKET ON THE TRIP TO TAMPA AND WAS TOLD THE RAILROAD DOES NOT SUPPLY BLANKETS UNLESS I HAVE A BEDROOMON THE RETURN TRIP I BEGGED FOR A BLANKET AND WAS TOLD THE SAME THING, A NEARBY PASSENGER WAS KIND ENOUGH TO LET ME USE A SHAWLIN BOTH INSTANCES I WAS ALSO TOLD THERE WAS NOTHING THEY COULD DO ABOUT THE AIR CONDITIONING SETTINGS AND WAS TOLD I COULD NOT CHANGE CARS WHEN I ASKED IF I COULD SEE IF ANOTHER CAR WAS POSSIBLY A LITTLE WARMERTHE STAFF WAS NOT ACCOMMODATING AT ALL AND BECAME AGITATED ON THE RETURN TRIP THE SECOND TIME I ASKED FOR A BLANKET BECAUSE THEY HAD TOLD ME THAT THEY WOULD BE RIGHT WITH MEI CONTACTED AMTRAK AND I WAS SENT A LETTER FROM NATIONAL RAILROAD PASSENGER CORPORATION THANKING ME FOR MY COMMENTS AND A CERTIFICATE FOR $WHICH WAS A PERCENTAGE PRO RATED FROM PENN STATION TO TAMPA FLORIDA BUT WHAT THEY DIDN'T TAKE INTO CONSIDERATION WAS I MADE A ROUND TRIP AND THERE WERE MORE ISSUES THAN JUST THE TEMPERATUREI AM YEARS OLD ON A FIXED INCOME AND HAVE SERIOUS HEALTH ISSUES AND A WALKING DISABILITY, I WAS NOT PROVIDED THE HELP OR SERVICE I NEEDED AND HAD BEEN TOLD I WOULD RECEIVEI BELIEVE THAT A REFUND OF 50% OF MY TOTAL ROUND TRIP FARE WOULD BE MORE THAN REASONABLE.THANK YOU IN ADVANCE FOR ANY HELP YOU CAN GIVE, [redacted]Desired Settlement: I BELIEVE THAT A 50% REFUND OF MY TOTAL ROUND TRIP FARE WOULD BE MORE THAN REASONABLE
Business
Response:
From: [redacted], Vanessa
Sent: Monday, September 16, 10:AM
To: '[redacted]'
Subject: Amtrak Response
Dear **[redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com
We are sorry you did not receive the assistance you needed when you traveledWe are working hard to improve the level of customer service that we deliver to each of our passengers and regret that we did not meet your expectationsOur employees are expected to provide the best assistance possible and to perform their duties in a professional mannerWe truly regret that you received otherwiseA copy of your letter has been forwarded to the responsible manager for review and corrective actionPlease accept our most sincere apologies
It was disturbing to read about the problems you experienced with climate controlAmtrak’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
Regarding seating, each train has a Conductor who is in charge of itThe Conductor is responsible for maintaining smooth operation of the trainAmtrak conductors and car attendants are responsible for seeing to it that all passengers have a seatThey do their best to make sure that the seats are assigned in such a way as to maximize everyone’s comfortWhen boarding the train, passengers are usually assigned to a specific carThe reason is that at many stations there is space for only one or two cars to reach the station platformPassengers are assigned seating in a car that will reach the platform at the designated station so a passenger will have no difficulty detrainingI am sorry that your trip was uncomfortable for you
Amtrak does not offer refunds in these cases; and I am disappointed that you are unhappy with the Transportation Certificate in the amount of $that was offered to you as compensation by our customer relations representativesIn the hopes that you will allow us the opportunity to serve you again under better circumstance, I will add an additional Transportation Certificate to your case in the amount of $The Certificate must be redeemed on or before September 16, 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]