Amtrak

Subject: Re: Amtrak Response
To: "S[redacted], Vanessa" <S[redacted][email protected]>
Cc: [email protected]
Ms. S[redacted],
I regret to say that I am still disappointed in the service provided by Amtrak and I am not satisfied by the resolution that you have provided.  I traveled on August 11th on a New York to [redacted] train that did not reach it's final destination.  The fare that I paid for that leg of my round trip from [redacted] to New York was $37.00.  I have no knowledge of the $25 transportation certificate which you mentioned in your previous email as I have never been able to speak with nor have I been contacted by a customer relations' representative even though I have made phone calls, in-person attempts, and written requests over the past seven weeks to resolve this issue.  If a transportation certificate has been issued, it is unclear how the certificate will reach me (i.e. via credit card refund or mailed check).
Can you please explain why my request for a full refund of my ticket was denied and also explain how you understand that I have had a conversation with a customer relations' representative?  You are the first Amtrak representative to contact me regarding my request to Amtrak and subsequent complaint to the Revdex.com.
I understand that delays are unavoidable when it comes to travel; however, I recommend that you make it standard practice to issue refunds to all passengers on trains that do not reach their final destination.  Passengers on my train were transported from Rhode Island to [redacted] on a [redacted] Bay Transportation Authority commuter train after an Amtrak train became disabled.  I believe this would serve to provide a financial disincentive for Amtrak to operate trains which could fail, would eliminate the frustration of customers attempting to seek a refund for a service not provided, and may actually help to give Amtrak the reputation of a proactive rather than slow-to-react organization when it comes to customer service.
Sincerely,
[redacted]

From: F[redacted], Aluster 
Sent: Tuesday, October 28, 2014 1:17 PM
To: '[redacted]'
Subject: Amtrak Response - Case # [redacted]
 
Dear [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.  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. 
 
I hope that you will allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing you.  We hope you will travel again at least partially “on us” using the Transportation Certificate that you were issued in the amount of $110.00.  The Certificate must be redeemed on or before September 16, 2015, and is not transferable. Please accept our most sincere apologies for your inconvenience.
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]
--Original Message--
From: [redacted]
Date: 9/4/2014 3:38:58 PM
To: [email protected]
Subject: Travel Feedback
Reservation Number:
Trip/Event Date: 08/25/2014, 07:00
Message:
I was travelling from [redacted] PA to [redacted] MA. The train was 6 hours late and apart from that there was no clear intimation that the train would be so late. I reached the destination 7 hours late and could not find a cab to reach at my home in [redacted].It was a real horrible service and I had to be at the station until 5 AM to get a cab which was not safe for me being a female.

[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]
 Complaint: 10359544
I am rejecting this response because: This is a multi billion dollar company and for them to not give me my refund back of $60.00 is ridiculous. I will expose this company for who they are in any forum that I can. Starting with giving them a bad score on [redacted] and I was going to take a family trip using this company but that will not happen I will get on [redacted] and be all cramped up instead giving AMTRAK my money
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable although not entirely satisfactory to me.  it was not only the poor travel conditions but also the lack of communication by the Amtrak employees  to the passengers.
I will accept this only because I know that I am spitting into the wind. If you truly wanted my return bussiness you could have offered something more substantial like a private car or at least half of the total we paid. I was and am more than willing to discuss further, but knowing the world works I will be practical smile and say thank you but I wouldn't hold your breath waiting for me to use your travel voucher. A little could have gone a long way in this situation. I had always dreamed of taking the train across country when I was a kid. At 42 years old I finally got to do it, and it was, along with the lack of sympathy far below what I had thought it would be. For that reason I say thank you for your offer I regretably accept soley because at this point I don't believe I will try AMTRAK again.
Regards,
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because the $100 certificate that was offered toward future travel was not included.  The letter suggest an enclosure, but only the letter was in the envelop.  Further I am disappointed that a complaint made August of 2014 was not addressed until early January of 2015.  
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. A different office handles the types of concerns that you have expressed.  So we have forwarded your correspondence for you to our claims office.  You can expect to have a...

response within 30 days. Once again, thank you for writing.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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]
 Complaint: [redacted]
I am rejecting this response because:
I will not travel with Amtrak in the future, therefore, the travel certificate does not have value to me.  I previously replied to Amtrak that the delays were not the main issue.  The extreme heat that was making my daughter, sister-in-law and myself (along with other passengers) very sick.  It was a health issue.  During this time, there was no period in which an Amtrak employee walked through our car to check on the passengers.  The time frame was SEVERAL hours.
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Tuesday, February 03, 2015 12:33 PMTo: [redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf to the Revdex.com.I was sorry to hear your report about...

unacceptable service and lack of assistance when you traveled with us in December.  Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act.  We calibrate our service to assure that we are providing full access to our passengers with disabilities.  As part of a major effort to serve our customers with disabilities, an enormously important segment of the American population, we have provided in depth training for our on-board and station employees. Amtrak does not offer refunds in these types of cases, but rather offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future.  It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again.  Since you are unhappy with the Transportation Certificate in the amount of $74.00 that was provided for you as compensation, as a one-time courtesy, I will add an additional Transportation Certificate in the amount of $25.00.  The Certificate is electronic and must be redeemed on or before February 2, 2016 and is not transferable.  I hope you will use it toward your next Amtrak ticket purchase.  To redeem the Certificate, please call [redacted], 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. Once again, thank you for writing.  We value your patronage.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa 
Sent: Thursday, September 25, 2014 10:27 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
We are in receipt of correspondence written on your 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 for your inconvenience.
It was disturbing to learn about the unacceptable service you received pertaining to the long wait time you experienced trying to reach one of our customer relations representatives.  Your letter is being shared with the appropriate management for review and correction. 
I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $25.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase.
Once again, thank you for writing.  We value your patronage.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S[redacted], Vanessa Sent: Tuesday, June 23, 2015 2:10 PMTo: '[redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the climate control issued you...

experienced on our train.  Amtrak’s first priority is to make sure our passenger cars are in good working order.  We are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goal.  Please be assured that your concerns have been reviewed by the appropriate train managers.   I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $75.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase.Once again, thank you for writing.  We value your patronage.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the delays you encountered when traveling with us between Raleigh and Washington November.  While we make every effort to deliver our passengers to their...

destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.  Please accept my most sincere apologies for your inconvenience.  It was disappointing to read about the unacceptable service you experienced.  We stress to our employees the importance of providing accurate and timely delay-related information to passengers to the extent that it is available.  Therefore, we regret that, on this occasion, their performance was clearly not what it should have been. Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00.  The Certificate must be redeemed on or before December 6, 2016 and is not transferable.  I hope you will use it toward your next Amtrak ticket purchase.  To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations.  Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 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.  Once again, thank you for writing.  We look forward to the privilege of serving you again in the future. Sincerely,   Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

November 24, 2014Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a service disruption 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.We are so sorry that you received misinformation from one of our representatives. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.We authorized a full refund of your Amtrak fare on September 25, 2014. An automated credit in the amount of $37.00 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, a Transportation Certificate in the amount of $25.00, was mailed to your home address. The Transportation Certificate is valid for one year from September 20, 2014. The certificate was issued in response to an email, there was no telephone contact. Please accept our sincere apologies for the miscommunication.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F. Customer Relations Specialist

From: S[redacted], Vanessa Sent: Wednesday, October 28, 2015 1:13 PMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can assist you with your case, I will need...

further clarification.  Can you please explain who gave you an advertised price with a discount?  Did you see the price on our website? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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]
 Complaint: [redacted]
I am rejecting this response because: I was not ill before I boarded that Amtrak train. The train had no heat in the last car that I rode in. I haven't been sick with a cold for over 5 years. I was not a little sick it was very severe. I still have a ongoing cough from that incident. I am some better yes. It took me 3 weeks to reach where I am health wise.  I eat healthy and take care of myself. The train on my return trip didn't have any heat also. The cars that I walked through to the dining car had excessive heat. I will never ride on any Amtrak train again. I value my health a lot. Why would I want to go through what I went through on both trains no.It does not make any sense to me. It just goes to show you Amtrak doesn't care about it's passengers.  I should be reimbursed because of Amtrak's negligence. I did receive that $50 which I am returning. I have no use for it.  I would've sent the $50 back before now but I just wasn't feeling well enough.
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read your report of the unacceptable service you received from one of our conductors.  Amtrak takes matters of this nature very seriously....

 Therefore, you may rest assured that your comments have been forwarded to responsible management for review and appropriate action.  As information, each train has a Conductor who is in charge of it, and the Conductor is responsible for maintaining smooth operation of the train.  Please accept my apologies for your inconvenience. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your time and sympathy on this matter. 
Regards,
[redacted]

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 Voucher  and refund provided.  Your request for additional compensation has been reviewed, again.  We truly regret that in cases such as yours we do not offer further compensation of any kind.  Your understanding is appreciated.  While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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] Complaint: [redacted]I am rejecting this response because:This was AMtraks fault my bank even covered all charges I incurred and gave me a curtosy deposit till Amtracks debit/credit card vender reversed the charges.  The only money I am still out is the 500 plus dollars I lost not being able to pay my work crews..
So Amtrak can blame my financial institution all they want. I am not as ignorant as most that they will believe that it "is the banks fault"  and I am not as ignorant as thier employees that insulted me along with the bank managers by telling her she was not who she was and not educated.  Actually since my experiance there have been 3 others that have been to my bank with Amtrak issues...
You can bet I will never use the services again. Even though the employees on the train were amazing and you can bet any person that asks me about my experiance dealing with Amtrak will get my honest opinion about the CSR's on the phone and the ineffiecany of your internet transactionsRegards,  (you inserted regards they have anything but my REGARDS)[redacted]

[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] Complaint: [redacted]I am rejecting this response because: this is not acceptable you admit your service was terrible , 10 hours late is unacceptable, a few hours understandable but ten is just outright garbage, and you offer me a voucher, ? why would I want to use your service every again after the way I was treated this is not acceptable,   there is no where I need to go in the next year that I cant drive myself .  Regards,[redacted]

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience.  I have reviewed your request for a credit of your...

Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points.     While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002