Amtrak

Review: good afternoon! I was physically grabbed by an Amtrak employee on june 16, 2013 at new York's penn station in new York city at about 2:50 a.m. I was about to board a train via gate 13W. the lady wearing an Amtrak uniform/white shirt that had also been working at the waiting area earlier proceeded to grab my right arm where there is a bruise as I was walking to the escalator to board the business class cabin of train. i'm not sure what her motives were and/or what the problem was...congestion control. doesn't matter as I was assaulted! please help. thanks!! this is related to reservation #[redacted]Desired Settlement: full refund credit back to my [redacted] card $307.20

Business

Response:

From: [redacted]

Sent: Friday, July 05, 2013 11:05 AM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

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

Before I can respond to your complaint, I am waiting on information regarding the incident you have reported. I should be able to respond to you shortly.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Consumer

Response:

From: <[redacted]>

Date: Tue, Jul 9, 2013 at 4:45 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]

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

From: bergdorf2001 <[redacted]>

To: bergdorf2001 <[redacted]>; [redacted]V <[redacted]>

Sent: Tue, Jul 9, 2013 4:44 pm

Subject: Re: Amtrak Response

Hi, **. [redacted]!

Hope you're well! The description of event causing the complaints is as follows: I was at New York's Penn station on early Sunday morning, June 16, 2013. As per Amtrak's direction I proceeded to gate 13W to board my train #67. The time is about 2:55 a.m. The Amtrak lady on duty (red/brown hair) with a [redacted] donuts coffee container; she was working the waiting room earlier that morning/evening browsed my ticket as usual and I proceeded to walk towards the escalator to head down stairs and turn left to board the train; there was 5 minutes left. She grabbed my right arm between by elbow & shoulder; I was physically assaulted. Since I had 5 minutes before train departure I did not have time to obtain her name nor file a complaint with Amtrak personnel/police. I received a phone call (# was "UNKNOWN") from Amtrak police about 2.5 weeks succeeding this incident. Email is better to reply as this is of a personal nature and I work full-time. If we need to chat verbally let's establish a mutually agreed upon time to do so. Thanks so much! Have a great evening!!

**. [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]

I was assaulted by an Amtrak employee and therefore should receive a refund. A ticket and parking includes the understanding of respect, dignity, and graciousness towards the customer at all times and within their property. It is outrageous that a paying customer is assaulted and Amtrak won't take care of the matter. Thank you.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

From: [redacted]

Sent: Monday, August 26, 2013 9:59 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 that you are unhappy with the resolution of your case. Your case was forwarded to the New York Penn station managers as well as the Amtrak Police department. Both departments investigated your case and did not find that an assault occurred. Also, it was noted that you did not file a report with any station personnel nor the Amtrak Police department regarding this matter.

We truly regret that in cases such as yours we do not offer compensation of any kind. Your understanding is appreciated.

Once again, thank you for writing.

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:

Good morning. Thanks for communication once again. I am rejecting their reply for several reasons:

(1) I did certainly contact Amtrak as soon as I was able. As I wrote I had only 5 minutes to board train before its departure so I didn't have time to report to Amtrak personnel or police in person. I contacted Amtrak customer service that very morning upon my return home. It is then their responsibility to transfer complaint to the appropriate department/person, which they did. They transferred complaint to the Amtrak police department. I believe (not exact quote) that police didn't deem as assault because there wasn't an "...intent to attack...". it doesn't matter if there was intent or not; the act took place and I was violated.

(2) I have been in communication with Amtrak now for over 2 months and they've not once extended any apologetic terms for their employee's behavior and/or advised that the employee has been reprimanded, written-up, counseled, etc. At minimum I'm due a full refund of $350.20 for my pain and suffering.

(3) I have filed complaints with at least 2 other agencies since. Note that they (Amtrak) didn't reply to you the Revdex.com within your requested deadlines.

Thank you, Revdex.com! Watch out for the consumers!! Have a great day to all!!

Regards,

Review: the Amtrak service in [redacted], il. was a experience of bad my health. the people are so rude. I was agitated by staff because of rudeness. I have a disease called PTSD and its hard to control my motions and anger and the staff aggravates my disability, which almost hindered my family reunion trip. so I felt I wasn't safe on the train.

Product_Or_Service: Train ticket

Account_Number: [redacted]-07MAR14Desired Settlement: DesiredSettlementID: Not applicable

better treatment for veterans with disabilities like me

Business

Response:

From: S[redacted], Vanessa

Sent: Wednesday, August 06, 2014 1:48 PM

To: '[redacted]

Subject: Amtrak Response

Review: I have been using Amtrak regularly for the past few months and have purchased single tickets and also a 10-pass previously for trips between [redacted] and [redacted], IL. I experienced a number of delays previously and I did not make any complaints concerning these, however my experience of August 3rd, 2014 was particularly bad and I am seeking a full refund. I have tried to contact Amtrak via telephone and call back request, however I waited twice for almost an hour on telephones and request for a call back went unanswered for 2 weeks.

On August 3rd, I took a train from [redacted] to [redacted], IL which was supposed to leave the station at 1:45 pm. The train went right outside the station when the engine broke down (not the first time). The train was literarily dozens of feet away from the station, however it took Amtrak 3 hours to pull the train back to the station, and causing me to miss another train which was leaving the station around 5 pm by few minutes.

I ended up waiting closer to 7 pm to depart from [redacted] and arrived to [redacted] at 10:30 pm.

I have taken trips to Europe that took less time than it took me to reach [redacted] from [redacted] (usually a 3.5 hour trip).Desired Settlement: I used 8/10 trips from my 10 pass ticket, however I would like a full $200 refund back on my credit card because my trip took 9+ hours, I waited over 2 hours trying to reach Amtrak's customer relations and my call back request wasn't answered in 2 weeks time.

I have spent enough time and energy to attempt to resolve this and Amtrak has been completely unresponsive.

Business

Response:

To: '[redacted]'

Subject: Amtrak Response

Review: Awhile back, I had chosen to ride Amtrak in November. The train was arrived 4 hours later than scheduled and because of my troubles Amtrak issued me $50 back in what they call a “voucher” or travel certificate.

I had chosen to use this voucher for a ticket Feb 25.

Meanwhile a promotion with Amtrak Guest Rewards was going on with the company. It was buy 2 northeast round trips and get 1 free. I had received emails about it and read the fine print. No where does it say that vouchers or travel certificates are not valid towards the promotion. They took the time to write into the terms and conditions of the promotion that monthly passes and weekly passes were not valid. They didn’t say anything about travel vouchers. On the Amtrak Guest Rewards under terms and conditions the only time the voucher doesn’t count is towards “points”. No where in the Amtrak Guest Rewards terms and conditions or the terms and conditions of the promotion itself does it state that vouchers or travel certificates are not valid towards the buy 2 round trips get 1 free. I have called Amtrak multiple times on this ticket being applied to my account for the promotion. On 3/7/2013 in talking with a series of agents in Amtrak Guest Rewards about this and ultimately got to a lady named [redacted]. She was not only rude but sarcastic and kept saying “ thanks for the feedback” when that isn’t what I was calling about. I was calling about the terms and conditions of the promotion. She also referred to the Amtrak Guest Rewards terms and conditions about how travel vouchers don’t count towards “points”, however I am not trying to get points, I am trying to get a promotion. So her argument wasn’t valid. She gave me an address to write to and basically hung up on me. She was rude and mean. I was really bothered by this so I called back and filed a complaint about [redacted]. I opened a case with them. This case was about the terms and conditions of the promotion and [redacted]’s rudeness. The woman combined the two. Amtrak gave me $20 voucher for my trouble with [redacted] and is case # [redacted]. This was nice of them, however this by no means was a settlement. It was explained to me it was for my trouble dealing with their nasty phone operator and unfair treatment of being hung up on. The 2nd operator I had talked to instructed me that she was going to send my case to Amtrak headquarters and I should send a letter to their headquarters as well. I am not sure if they are actually going to do anything about this when I send my letter so I am filing with the Revdex.com.

I feel as if I am owed a free round trip to the northeast because I did take 4 valid one way trips. I have all of the original documentation that was sent to me regarding the promotion, terms and conditions for the promotion, terms and conditions for Amtrak Guest Rewards, original tickets, and original letter sent with the travel voucher. No where does it say that vouchers aren’t valid towards promotion. I don’t know how the company expects me to know this policy if it isn’t printed anywhere. If I had known free travel vouchers were not valid towards promotion I would have used the voucher for a different trip or bought another ticket to qualify for the promotion.

I would like what is rightfully due to me. I traveled 2 round trips. I am owed a 1 free round trip as advertised.Desired Settlement: I want the round trip that was promised in the promotion

Review: Took the train from [redacted] to [redacted] on 3/28/14. I was traveling with myself, 2 other adults and 5 kids. When we got on the train at the [redacted] Station we found that the train was full. We could not find seats for everyone in our party and being that we were traveling with young kids we did not want them sitting in a seat where we could not see them. We could only find 3 seats on the train for us to use. So all 3 adults had to sit with a kid on their lap for over 2 hour trip and the 2 oldest kids had to sit in 1 seat together. I told the man that was checking luggage that I needed to talk to someone about our seats and he gave me a number to call and make a complaint. I called the number right away and told them my situation and that I wanted a refund for the tickets that we didnt receive seats. I was told that they do not give refunds and was refused to be transferred to a manager when I asked. I have called 3 times total trying get a refund for the seats I paid for and did not receive and every time have been told that they do not give refunds. They have argued with me about whos fault it is that we did not have seats on the train and have made excuses but are not willing to make the situation right. They are supposed to send me a certificate for a discount on future tickets. I do not wish to have this because I do not have a need for a future train trip. I paid for 8 tickets and was only able to find and utilize 3 seats on the train. It makes no difference to me whos fault it is that we did not have seats on the train that is a problem in their system that they need to figure out. I would just like to be refunded for what I paid and didnt receive.Desired Settlement: DesiredSettlementID: Refund

I paid for 8 seats from [redacted] station to [redacted] station and was only able to find and utilize 3 seats for this over 2 hour trip. I would like to be refunded for the 5 seats I paid for and didnt receive.

Business

Response:

From: [redacted]

Sent: Friday, May 09, 2014 5:46 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased a ticket on their website for travel occurring on Feb. 4th and 5th. I did not use the ticket. I wanted either a refund (minus the 10% fee) or an eVoucher. However, their website lies and claims the reservation was "not booked on our website". (It was!) Amazingly, they also lie when you call their customer service number. They tell you that your call will be answered in about 15 minutes and then they make you wait for an hour and a half. After that long on hold, they tell you that their refund department is closed (even though it was open when you originally called). It is a total racket.Desired Settlement: I am not asking for the world. I simply want a refund or, if that is not available to me, an eVoucher. It would be so simple if they cared about their customers.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, March 13, 2014 2:46 PM

To: [redacted]

Subject: Amtrak Response

Review: I bought two train tickets for the train thats headed from Indianapolis to Chicago on sunday morning 15DEC2013. I only bought these tickets to go to Chicago because my sister and I have an international trip from o'hare intl airport to Bahrain. anyway, the train had some problems on the railroad and had to stop. the problem is we were stuck in the train for more than 3:30 hours and we were supposed to be in Chicago by 10:15 but we did not get there till 2:15 which is exactly the take off time for our flight. so, I had to cancel our tickets to be able to reissues them in a different time. the total cost of lost is $400 hundreds on each ticket+ the difference in the price for each one also+the train tickets+the insurance for the train tickets. I called the costumer services and ask them to help me solve the issue because it was not my fault or the weather fault it was purely some problem with in their railroad system but they offer me a $48 as a refund for one way to Chicago tickets.Desired Settlement: we lost exactly 23 hours between Indianapolis and Chicago and we can't afford to pay the $800 or the difference in the price for each ticket so basically we lost being with our family in the christmas holiday. I wan't a decent compensation for ruining our holiday. something not less than the money that I lost which could be more than $2000 in the following way ($800 for canceling and reissuing for two flight tickets+ plus the difference in the price which could range between $250-$750 for each ticket+the$114 that I paid for the train tickets)

Business

Response:

From: [redacted], Vanessa

Sent: Wednesday, January 08, 2014 2:21 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I was a great customer of Amtrak and earned thousands of Amtrak reward points. I was even planning on starting to heavily use their service again.

My Amtrak reward points were about to expire so I pur[redacted]d some points on their website. Then within a few months all of the points in my account were taken. According to their terms of service they do say that buying points is does not keep the points current. However, they have no policy/terms that state how long pur[redacted]d points last. They took them away and I just bought them. My account is currently 0 points, what if I bought points today would they immediately be taken because I have not ridden the train in 1.5 years?? I don't understand how they can sell a product (points) and take them as they wish.Desired Settlement: I would like all my points restored for 1 month time period. Short of this, I would like my pur[redacted]d points or the money spent on the pur[redacted]d points to be refunded because there is definitely a class action law suit here with the current state of things.

Business

Response:

From: [redacted]

Sent: Wednesday, December 11, 2013 11:39 AM

To: [redacted]

Subject: Amtrak Response

Review: For the past three weeks, I have tried to buy a multi-ride pass for the Amtrak Capitol Corridor line between the [redacted], CA station and the [redacted], CA station. The [redacted] Station does not have a way to pick up the ticket from the window.

The first week, I went to the [redacted] station and learned that there was no way to dispense a ticket. The Amtrak website made no mention of this when I searched for my particular train. I called customer service and explained the situation. This woman merely tried to sell me an additional ticket and for me to pick up a ten-ride pass at another location. I ended up driving that day.

The next week, I tried to use the online system to buy a ticket. The online system said it could not deliver me a ticket in time for the upcoming Saturday. I called customer service again and received the same response--a snotty, unhelpful woman trying to sell me another ticket. I suggested that she send me an email with the verification information and I could show it to the conductor to prove I have a ticket and then I could get it punched when I got to a station that can print it out. I say punched because Amtrak punches holes into ten-ride passes to show they have been used. She said, "no, that's impossible."

This week, I used the Amtrak website to find the nearest Amtrak QuickTrak (a ticket-dispensing kiosk). It is in [redacted], Ca. I went there and found it was closed down. According to the Amtrak website it should have been open. (Amtrak said it would close at 8:30 pm, I arrive at 8:07 pm). Again, I called customer service and was met with the same response--a woman who seemed annoyed to talk to me, talking over me and being rude. I asked to be transferred to a supervisor.

She transferred me to a national call center. Which I think is incorrect,especially if I asked to speak with her supervisor. This woman said the exact same thing. I asked if she could send me the aforementioned email. She at first said no, that the conductor must hole-punch it. I replied, "I've been on trains and seen tickets not get hole-punched. Why can't you just hole-punch the ticket when I get to a station that can print it out?"

She said, "Oh, so you know our policy."

I said, "Yes, I get [redacted] by Amtrak nearly every time I try to use it. I even have a Guest Rewards that you refuse to give me points for."

She said, "Fine sir, I can send you an email and you'll just have to sort it out with the conductor." She said this with a sneer in her voice, scoffing at me.

Now completely annoyed to find out what I wanted was possible all along, I told her that I would make this complaint and the [redacted] off.

That's the story. The problem is that these people are attempting to sell consumers two tickets when there is an easy solution that they are willing to do. Not having an Amtrak QuicktraK or agent at the [redacted] station sets people up to pay higher prices merely because they went to a less-equipped station to board a train.Desired Settlement: I'd like a letter of apology from Amtrak that also says they will put a QuickTrak machine at the [redacted] station immediately.

Business

Response:

From: [redacted]

Sent: Tuesday, October 22, 2013 4:26 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 have experienced regarding purchasing a Multi-Ride Pass. Please accept our sincere apologies. While you may purchase your pass online, you still must pick up the physical ticket from a staffed station or a station that has a Quik-Trak machine.

The decision to add Quik-Trak machines to stations involves many considerations. One primary consideration is whether Amtrak owns the station. While Amtrak does operate the station at [redacted], the facility is owned by the City of [redacted]. We clean and handle minor day-to-day maintenance at this station only. May we suggest that you pick up your Multi-Ride Pass at the [redacted] Station location, which does have a Quik-Trak machine?

It was disturbing to read about the unacceptable service you received upon calling various employees pertaining to purchasing your Multi-Ride Pass. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. We are sorry that you received otherwise. A copy of your letter has been forwarded to the responsible manager for review and appropriate action.

As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $25.00. The Certificate must be redeemed on or before October 22, 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: We were booked to take our first Amtrak train cross country from Chicago (Union Station) to Washington DC (Union Station) on Thursday, April 18th to arrive in DC at 6:06pm, however, it was laden with so many delays we didn't get into DC until 1:30am on Saturday morning, which is ridiculous. We called 1-800-AMTRAK and they told us to talk to someone at the station, we talked to someone at the station and they gave us a phone number to call that's open Monday through Friday. The woman on the phone denied any involvement with the problems plagued with Cardinal 50 where a conductor was late arriving due to a switch, tracks were broken, which needed fixing and multiple other delays that turned a vacation into a awful nightmare and I had zero sleep for my sister's wedding because we got to our destination so late and I was feeling ill from the experience. She also subsequently hung up on me. I have never experienced anything like this on public transportation and the lack of professionalism with Amtrak's customer service doesn't deem it right either. I literally spent over 32 hours on a train and then we thought coming back to Chicago would be no problem, but there was an hour and 15 minutes delay coming back due to non-weather related issues again. I was late for work because of this taking the Capitol 29 from Washington DC to Chicago on Sunday, April 21st to Monday, April 22nd. My experience has been so awful and since it was a 32-hour train ride, I didn't bring extra food, water or sanitary items. I'm not going to take the Amtrak after this experience.Desired Settlement: I want a refund for the 32-hour train ride, which was unjustly and other passengers had gotten sick, suffered panic attacks and we were distraught with the experience being so long. I would also like compensation for the more than hour delay coming back to Chicago and for the awful customer service provided by the staff at the stations and to the woman on the phone that we had called to complain about.

Business

Response:

From: [redacted]

Sent: Friday, May 03, 2013 5:42 PM

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 and service disruption that you experienced when you traveled between Chicago and Washington on April 18. We certainly understand the 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. Please accept my sincere apology for your inconvenience.

We authorized an automated credit in the amount of $167.40 to be applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your bank’s procedures, one to two billing cycles may pass before this appears on your account statement.

As a token of our regrets for your disappointment with the return leg of your trip, we are holding on file for you a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before May 3, 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: I booked a ticket on Amtrak through its app. I missed the train. I tried to find a place in the app to change my train to a later train. I could not find this feature in the app anywhere and do not believe it exists. Since I was in the car on the way to the station, I figured I would just make the change at the window as I have done before. Once I got to the station they told me I was supposed to have called if I was going to miss the train and they made me pay full fare for another ticket. I was not aware of this policy as it is not very clearly stated within the app. I tried to call amtrak customer service afterward and they were just plain rude and would not issue a refund

I am upset for several reasons. I always use the app! I have never called amtrak. And why would I if they have an app. If your ticket can be purchased on the app it should be exchangeable on the app. I never even considered that it would be otherwise. I acknowledge that a change fee may have been necessary. And it would make sense to require a rebooking. Another reason I am upset is I have spent over 1000 on amtrak tickets this yr and this is how they treat you? Why is it necessary to penalize loyal passengers when they have a personal emergency that makes them miss a train. This is an unethical sales practice and does not make sense to me. What service did I receive for my 66 dollars?

They should change this policy and revise the app. At the very least they should make this policy more clear. I feel the purposely hide the small print to penalize customers. Just to be clear the refund policy is NOT in the app. You must click a link back to the amtrak website to access itDesired Settlement: Refund my forfeited ticket. Treat customers with respect (rude agent on phone).

Business

Response:

From: S[redacted], Vanessa

Sent: Monday, August 25, 2014 8:00 AM

To: '[redacted]'

Subject: Amtrak Response

Review: on sat Nov.2 nd I called amtrak and spoke with someone reguarding a family emergency that my friend and I had and needed to get back home the nextday earlier for than 7pm the lady indicated it was 2 seats leaving Chicago at 945 arriving at 130 so I told the lady that was fine and she took my cerdit card info and told me in order to change the time it would be 12.00 I told her that was fine ,as she came back after booking mine she said that the other seat was gone so I told her I didn't want it then so she was supposly refunded my 12 dollars bacl to my credit card, said that the others times were high so I told her that's ok i'll call back in the morning the next morning came I called to ask the same question and another lady told me it was 2 seats leaving out at 145 I told her that was fine she charged 25.00 this time and my friend also got it she got on the train the conductor didn't tell us why we were stopped until about 1 hour they indicated me may be there for 4 hours due to the engine was messed up whoever we still didn't arrive home until around about the same time we would have been if we wouldn't have had paid extra to get home eariler we wasn't offered free anything for the invonvience we still had to pay for dinner if we ordered we still had to pay for snacks it was cold on the train we arrived in st.louis at 1030 we were suppose to have been there at 7.I am requesting a refund due to how cold it was on the train and we still didn't get to our destation until later which really defeated the purpose of us paying an extra 25 to get to st.louis earlierDesired Settlement: I would like a refund for my 25 dollars I spent for nothing, I was trying to get home earlier than 1030 that was the whole purpose of me changing and buying the different ticket

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, November 26, 2013 2:27 PM

To: '[redacted]'

Subject: Amtrak Response

Review: We booked tickets on the Amtrak website in December 2012 for travel from [redacted] to [redacted] on January 1, 2013. The tickets were mailed to us and we received them. We started our trip and went to [redacted]. Once in [redacted] we asked about changing our travel date, so that we would travel from [redacted] to [redacted] on Dec 31st, spend the night in [redacted] and leave on the train from [redacted] to [redacted] on Jan 1, 2013. They said that it was no problem, but that we needed to turn in our tickets and be re-issued new tickets.

On Dec 31st, we went to the Amtrak station and handed in our existing tickets. At this point, we do not believe that we received the full tickets back from the agent there. We hopped on the bus to [redacted], spent the night and went to the train station the next morning. Once there, we were told that we needed another ticket for the [redacted] to [redacted] portion. Our names were in the system, but they would not allow us on the train without paper copies. We told them that we had not received a second set of tickets (we had given the reissued tickets to the Amtrak bus driver). To be absolutely sure, we went through all of our belongings - one bag each, and we had no such tickets, nor did we have the opportunity to have lost them. In order to board the train, we were forced to purchase another set of tickets. We reluctantly agreed, as the train was going to leave and we had to make a flight in [redacted]. The agent at [redacted] told us to call Amtrak and request a refund for the first set of tickets.

When we went to board the train, the gate agent noted that we had two tickets each and was confused as to why we were on the manifest twice.

We arrived in ** and boarded our plane. Upon return to ** on Jan 19th, we called Amtrak and explained the situation to the refunds department. We were told that we could expect to receive a refund in the mail. We thought that it was now dealt with and didn't think about it, we were just waiting for the refund check.

Today, February 27th, we received a voice mail from an unnamed Amtrak employee advising us that a refund was in fact not coming and that we should call the refund department of Amtrak.

When we called back, there was no record of this message, or the Jan 19th conversation and the employee could find no information about our claim. After some time it was explained that they would not issue a refund as it was not their policy and that we should talk to the customer relations department.

We were transfered to the customer relations department and explained the situation. We explained again that we though that we had not received the tickets or that perhaps the Amtrak bus driver had mistakenly kept the whole set. We were told that our only recourse was to file a lost ticket application and that we would have to pay a $75 application fee as well as be subject to a 10% refund fee. We told the agent that it did not seem fair that we would have to pay these fees when we didn't think we ever had the tickets in our possession. His response was only that this is their policy.

Both Amtrak agents seemed to insist that we had lost the tickets, when we don't believe that we ever received them. All we want is the refund that we were told we would receive back in January for tickets that Amtrak has record of selling to us and never having been used.Desired Settlement: We would like to receive a refund for the unused tickets that we purchased and were told would be refunded. The total amount including taxes was $217.90. We paid for the tickets with our credit card, so a credit back onto that account would be best.

Business

Response:

From: [redacted]

Date: Mon, Mar 18, 2013 at 4:31 PM

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

To: [redacted]

Dear [redacted]:

Please see response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

From: [redacted]

Sent: Monday, March 18, 2013 3:42 PM

To: '[redacted]

Subject: Amtrak Response

Dear [redacted]:

Thank you for your email.

We are sorry to learn that your Amtrak tickets were lost and can appreciate the inconvenience this has caused you. Amtrak does not refund lost, stolen, misplaced or destroyed tickets. This is stated in all timetables, in official publications available to all Amtrak appointed travel agents, and on our website. Responsibility for safeguarding the tickets is that of the purchaser. We are sorry that we cannot respond to your request positively, but the policy is of long standing, and no exceptions are made insofar as monetary refunds are concerned.

When an Amtrak customer loses a ticket, we require the purchase of a replacement ticket to allow the customer to travel. Some customers who purchased higher value tickets are eligible for partial refund less $75.00 of the second fare by completion of a "Lost Ticket Refund Application," which is available from station agents or on our website. Though reservations and ticketing are computerized, there is still a chance that a lost or stolen ticket can be used by or refunded to someone who finds it, and our goal is to prevent that from happening.

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 18, 2014 and is not transferable. We 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. 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 your continued patronage in the future.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: I purchased a Amtrak ticket online from [redacted], WA to [redacted], WA for Sunday (11/9/2014) at 7:05 AM. I purchased this ticket to arrive in downtown [redacted] in order to catch a flight out of [redacted]-Tacoma Airport. The train never arrived. The station was closed and there were no Amtrak staff anywhere in sight.

I talked to Krista with Amtrak Customer Service and she said the train was over 2 hours delayed. I immediately had to drive over +3 hours to the airport, instead of taking the train. I could not call because I was driving to catch my flight. How does Amtrak expect me to talk and drive?

I demand a refund since the train was over 2 hours delayed. I never boarded the train and it completely upset my travel plans. The Amtrak system is completely unreliable, unhelpful, and useless.

This is the last time I will be using Amtrak services. I absolutely received no help and I demand a refund for something I never used.Desired Settlement: Refund the Ticket!!!

Business

Response:

November 19, 2014Dear [redacted]:Thank you for your recent correspondence.We are disappointed that your departure was delayed on November 9, 2014. 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.We authorized an automated credit in the amount of $27.00 to be applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated. Depending on your bank’s procedures, one to two billing cycles may pass before this appears on your account Statement.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

Consumer

Response:

thank you!!!!!

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: On a recent trip upon Amtrak's train system we experienced electrical/mechanical issues in which we were forced to wait an hour for possible repairs to be made. After an hour or more we were told to board another train heading in the same direction. Besides being two hours late for a meeting I was required to stand for the remaining hour and a half on the transfer train.

When filing a complaint with Amtrak in regards to refund reimbursement for having to stand the remaining time I was told by Amtrak that they would not reimburse me for standing and that they do not refund customers for having to stand.Desired Settlement: My desired outcome is to be reimbursed for having to stand the remaining time on the transfer train.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, July 10, 2014 12:07 PM

To: '[redacted]

Subject: Amtrak Response

Review: An amtrak train crashed into a truck in Oregon about 1.5 hours away from the final destination. It has now been 7 hours since the crash and the train has not moved. My 18 year old niece and 15 year old nephew are on the train and have no way of paying for food or drink and Amtrak is not serving them either. They are without air conditioning and the bathrooms are not working. They are being told the dining car is closed and not able to serve the passengers.

Their service in an event like this has been horrible. They are not treating anyone with customer service to keep them even slighly comfortable. These are children that we are talking about with nothing but eachother on this train. They are tired, hungy, and scared while stranded in the middle of nowhere. They need food and drink so they can at least think clearly and stay calm.

We called Amtrak and was told that they had no way of reaching the train and that the conductor is the only one that can make decisions.Desired Settlement: they need food and water

Business

Response:

From: S[redacted], Vanessa

Sent: Tuesday, September 16, 2014 8:40 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On 7/14/2014 I called Amtrak to schedule a trip since I had missed my bus. When I called I was told that I was being asked to take a survey. I indicated I had no wish to do so, but the survey continued. At the end, I was told I had won a cruise. The call then disconnected. This happened not once but more than four times on at least 2 different numbers for Amtrak. It happened with family members when they attempted to call Amtrak as well.Desired Settlement: Well, it seems to me that I should get at least one of those promised cruises, two would be very nice. Minus the port fees would be nice, but not necessary, but free transportation to the port of my choice would be lovely. If only one cruise can be managed, perhaps it should be of longer duration.Lacking that. The day cost me around $70.00 all told for a trip that usually runs less than $10.Getting that back would be nice. Or maybe train expenses for a year, not including food.

Business

Response:

From: S[redacted], Vanessa

Sent: Tuesday, September 02, 2014 9:44 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Complaint to amtrak was reported following day and 90 days later no response as requested re, file # [redacted] I called twice and also, handwritten a letter to headquarters requesting compensation only because the unskilled, unprofessional desk clerk on

n duty at their [redacted] station said, "both my suitcases were oversize" I am asking for postage paid to mail these two suitcases to headquarters to be reviewed as they state that the limit is 28 x 22 x 14" . My 2 suitcases are within limit and have taken pictures of oversized suitcases onboard so having left my suitcases in [redacted] I am requesting the refund of $112. Cost of ticket to have my luggage delivered.Desired Settlement: The one way $112. Refunded (cost of ticket) or a round trip ticket from ATN to [redacted] to retrive my within limit suitcase upon review.

Business

Response:

From: [redacted]

Sent: Friday, April 25, 2014 10:50 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Here is the text of my first of three letters to Amtrak I have written:

This is the first time I have ever bought sleeping car accommodations and my entire family had an unacceptably poor experience while riding the [redacted] from [redacted] to [redacted] from July 20th through 22nd of this year. Our reservation number is [redacted]. I am requesting a full refund of the travel on this segment of the round trip reservation due to the following issues:

1. The air conditioning was not operating correctly in car [redacted] during our entire three days on the train causing our room to become like a sauna. I would estimate the temperature was between 90 and 95 degrees with high humidly, especially during the portion of the trip east of [redacted]. It was cooler outside, even in July. The first night we slept poorly, and the second night it was absolutely unbearable. I personally couldn’t get to sleep until almost 3:00AM on the second night because it was so hot. We were dripping with sweat and there was no way to cool the room down. Not only would the room not cool down, there was no airflow at all to help! I have two small children, 2 and 6, and we all need our sleep. The last few hours of the trip, by proactively contacting 800-USA-RAIL, and with the assistance of the conductor, we were able to move to an air conditioned car. Our attendant, [redacted] was not helpful in any way.

2. When we mentioned the unbearable heat to our car attendant [redacted] on the night of the 21st, he said “It should be cooler in here, I opened the windows.” To our alarm, we found both windows wide open in lower level of train car while the train was in motion! We have a six year old and two year old and I found this to be an extreme safety hazard. Our six year old daughter walks in her sleep. Is this against Amtrak policy? The window is fairly large – enough for a child to fall out of with no screen. [redacted] never told us or warned us ahead of time. I was appalled and couldn’t believe it! I took a photo and video to document this if you would like proof.

3. There is a serious disconnect regarding personal food policy between the lead service attendant, the conductor, and the Amtrak offices in Washington DC. Our youngest daughter [redacted] has a documented medical condition called FPIES (Food Protein Induced Enterocolitis Syndrome), and is unable to consume any food containing soy, egg, or dairy, which is contained in most of the food served in the dining car. Before we even departed on this trip, my wife, [redacted], called the 800 number for Amtrak and spoke with an agent named [redacted] who answered all her food questions over the course of about 40 minutes. He had to place her on hold several times to consult senior level management and was specifically told to bring enough food for [redacted] for the entire trip, and that we could expect to bring her safe foods with us while we ordered three other Amtrak provided meals for the rest of us so that we could eat together as a family in the dining car. After completing four complete meals in the dining car, we were told by [redacted], the LSA that, “we could expect to be asked to leave at any time due to FDA regulations by bringing in our own food!” The Amtrak website does not specifically prohibit this. The table next to ours had a passenger drinking something in a “[redacted]” coffee cup from [redacted], and they weren’t singled out or lectured. The most current version I have of the Amtrak Service Standards Manual on page 7-30 (effective 12:01AM October 30th, 2012) states that food service cars are “intended for the consumption of only Amtrak provided meals, snacks, and beverages.” (Emphasis added). The next paragraph states that Amtrak is “prohibited from providing and refrigeration, thawing, heating, cooking, or storage of any food or beverage item brought on board”. (Emphasis added). There is a difference between prohibiting something and intending something. There is some implied flexibility involved. In my thorough research, there is no FDA violation by bringing your own meal and eating it next to someone else with an Amtrak provided meal. There was nothing occurring that is prohibited. [redacted]’s food was not prepared by Amtrak, heated by Amtrak, and didn’t even come into contact with anyone else’s food or utensils. I believe the LSA was misinformed. When we politely talked to the assistant conductor on the evening of the 21st, just past [redacted], he said “It doesn’t matter what Washington or Delaware says, it’s never been allowed in the 21 years I’ve been working for Amtrak.” He also stated that the air conditioning in this particular car had been having problems for six months! Amtrak told us over the phone that we would be able to enjoy our meals as a family in the dining car, but this was not the case as we had to get the remainder of our meals in our sleeping car room, which was 95 degrees! We couldn’t eat at separate times because [redacted] is a toddler. You can’t tell a family to expect one thing over the phone and then be told something else on the train. We did our due diligence to properly research this and were not accommodated. The entire incident brought my wife to tears. At all the restaurants we have visited, once we explain that our daughter has serious food allergies, they have no problems when we bring our own food in, and actually encourage it.

4. Our attendant [redacted] in car [redacted] provided poor customer service. The entire three days we were with him, he never once asked us if he could do anything for us after we got on board, never apologized for the air conditioning situation, or even explained what was going on with the air conditioning problems. He never delivered newspapers under our door like the other car attendants did. The ice was contained in two small plastic buckets, and there was not enough to regularly stock our small cooler; we had to go to the next sleeping car which had a whole cooler of ice. My wife had been told by Customer Service that there would be a note on our file that we needed ice provided for our small cooler and we ended up having to go looking for some in another car. Whenever we asked him a question, every response was abrupt and seemed like it was inconvenient. When we ordered our first meal through him for four people, he didn’t write any of our order down, and the order was wrong when it arrived. When I told him what kind of juice the kids wanted, he told me that I could get it myself upstairs. It took 15 minutes for him to respond to our call request to order our second meal with him with no explanation or apology. We asked for a menu to look at. He replied, “I have it all memorized”, and didn’t provide one for us to look at, which was awkward and inconvenient. When the meal that we ordered for four arrived, only two and a half meals came, and the oatmeal was missing, one of the two foods that [redacted] can eat. This meal also only came with two napkins. You need more than two napkins for a family of four with small children! On the evening of the 21st, after putting up with two days of air conditioning problems, I asked him if any other rooms were available. He said, “Not in this car.” I asked, “What about another car?” He said “I don’t know.” I asked, “Can you check?” He responded shortly, “I have a lot of beds to turn down, I’ll get to it when I can, we all have our problems.” Single handedly, this attendant made this vacation much, much worse. I am appalled at his entire demeanor and general grumpiness.

Despite all the negative issues we experienced, there are two employees I would like to recognize for providing superior customer service. In the dining car, [redacted] was amazing. She was very patient, helpful and friendly. She knew us by name towards the end of the trip and genuinely cared about taking care of us. Secondly, the sleeper attendant, [redacted], in car [redacted] was great. We were in his car the last few hours of our trip. He had a great attitude, was friendly, and actually brought us juice when we ordered it, unlike [redacted] who told me I could get it myself. [redacted] personally apologized for the issues we experienced, and encouraged us not to expect the [redacted]e Amtrak experience on future travel. [redacted] was prompt, helpful, and made the last few hours of our trip much better. Both of these employees deserve commendation.

In addition to a full refund for the [redacted] leg of our trip, I would like to have Amtrak’s official policy from the legal department, in writing, regarding personal food in the dining car solely due to a food allergy. If this is allowed, the service manual and website should state that it is. If it not, the paragraph in the service manual, and the Amtrak website needs to clearly state that personal food is prohibited and not use the word intended with regard to policy. I understand that this practice can be highly discouraged, but in the case of medically documented serious food allergy, I don’t see any actual policy stating clearly that it is not allowed. Medical issues are protected under the ADA, and as long as all FDA rules are followed, I feel we are being discriminated against, and we were clearly misled from the phone call telling us that this was allowed. We are being singled out just because our two year old has a medical condition, and discriminated from the family experience of eating in the dining car. We were not violating any FDA regulations.Desired Settlement: I would like a full cash refund for this first trip segment in the amount of $1612.30. I have already received a cash refund of $600 and a travel voucher of $600. I have no vacation time left to take a future trip in the 1 year to use the travel voucher, so it is useless to me. I would like to have the travel voucher canceled, and have a cash refund in the amount of $1012.30 (which is the full amount minus the cash refund I have already received).

Consumer

Response:

From: [redacted] and [redacted] <[redacted]>

Date: Mon, Jan 13, 2014 at 10:27 AM

Subject: RE: Your complaint has been received

To: "[email protected]" <[email protected]>

I was incorrect in the amount already refunded to me for complaint number [redacted]. I was refunded $605.00 and not $600.00 which I listed in my complaint. This would adjust my requested amount to $1007.30.

I apologize for the confusion.

Sincerely,

Review: Purchased an online eTicket through Amtrak.com on September 26, 2014, and received the reservation number AF1DB8.. Later, had to cancel on November 27, 2014, and received cancellation reference number [redacted]. Had to cancel due to logistics of orchestrating 5:45AM, 3:35PM, 7:45PM, and 10:10PM [redacted], IA to [redacted], IL arrival times on [redacted] that proved incompatible. Cancelling the Amtrak ticket was efficient, but got scammed by their $17.00 travel insurance through [redacted] (of Munich, Germany, instead of a U.S. firm in compliance with the Buy American Act of 1933) when the [redacted]-ascent representative (instead of a [redacted] operator in [redacted], WA that would support the local U.S. economy) said I belatedly called past their obscure "10-day customer support" deadline I had no knowledge of in advance. When I cancelled my ticket, the insurance should have been cancelled simultaneously in reciprocity to how easy it was to buy this insurance. In full legal disclosure, Amtrak (The National Railroad Passenger Corporation) should have clearly indicated that there is only a ten-day grace period upon the Cancel Confirmation disclaimer language: "Your travel insurance purchase must be canceled separately by calling ###-###-####." I have a disability and I work 40-hours per week so I could only call [redacted] when it was convenient to do so. I feel that my trust has been violated and that I would be better off taking [redacted] Express directly to [redacted], Washington, for the Thanksgiving holiday instead.Desired Settlement: Full disclosure of all the facts if are not going to provide a direct cancellation to [redacted] through your website. Its ironic that the Amtrak eTicket will "Your travel insurance request has been forwarded to our partner [redacted]" at the time of purchase, but does not do the same when situations dictate a cancellation. Not sound business practices in my opinion.