Amtrak

Review: My employer had gifted myself and my wife a trip to anywhere in California that we wanted to go as a thank you for my hard work. We had always wanted to go to Yosemite so we booked a trip via Amtrak on September 30. A few days later the partial government shutdown was announced and I received a voice mail from an agent wanting to speak about the cancellation of trips going to and fro. I received another phone call, this time I was able to answer and I spoke with the agent. They apologized for the cancellation and promised they would schedule me on the next available trip. I told them about the shutdown and how it may last longer than expected and therefore that might not come for another week. Sure enough It is October 17 and just today have trips began operating to Yosemite. Not only had I not been scheduled or called, but instead was sent a voucher in the amount I paid. I called in on my own having noticed that trains were now operating in route and was told I would have to pay 52 dollars more. I asked if they could honor the original price.. They told me it wasn't their fault and that I should have booked sooner to avoid increases. I could not believe that person would say that it was my fault considering I had just finished explaining that the shutdown just ended the night before and that there were no other previously scheduled routes. They then put me on hold for a long time only to return and say they would not be honoring the original price. In defeat and having already had the reservation at the hotel, I conceded and paid the difference. In all, the entire phone call from start to finish lasted an hour and 1 minute. My employer was more than gracious to allow me this time on the clock to arrange the purchase. If that wasn't bad enough mid way through the reservation, the agent stopped and said "Oh, wait it looks like we have a canceled train, we;ll have to reroute you." Fortunately I was able to decrease the damage with my [redacted] membership discount.Desired Settlement: Money and time were abused in this situation. I would like to be refunded $35 (the difference in the amount. and $16 for time lost (I would on commission w/ hourly base). But, at the very least Amtrak should be aware that this treatment is not acceptable. Promises were broken, my ticket price was hiked, and I experienced loss of time at work.

Business

Response:

From: [redacted], Vanessa

Sent: Monday, October 28, 2013 12:04 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

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

We are so sorry that you received misinformation from one of our employees regarding your fare. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies.

Amtrak fares are not static, and when passengers make changes to their reservations for whatever the reason, we offer the lowest fare available, but we cannot guarantee the same fare will be available when changes are made. As information, Amtrak, similar to airlines, uses a pricing system that allows fare reductions based upon availability when tickets are purchased in advance. The fares can vary depending upon the train, date, and how many seats or accommodations have already been sold on a particular train at a given point in time.

We firmly believe, however, that our prices accurately reflect the value of the services we provide. Nevertheless, we have not ignored the need to remain reasonably competitive with other carriers, and we have responded to this need by establishing several carefully constructed discount fare programs. Customers who have been able to plan their trips in accordance with the restrictions of these reduced fares have benefited from exceptional travel bargains.

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

However, 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 October 28, 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.

Once again, thank you for writing. While I cannot compensate you at the level you requested, we value your patronage and hope we may continue to have the privilege of serving your travel needs.

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: Amtrak did not fulfill their promise of transportation and left me stranded in [redacted], NM overnight when the amtrak shuttle never arrived.

I purchased my ticket on amtrak.com for approximately $85 on March 2, 2014 for travel the following Tuesday, March 4. On the site, on the phone with customer support before purchasing the ticket and once I was on the train, I was told that when the train from [redacted], NM arrived in [redacted], NM an Amtrak shuttle would be there waiting for all passengers heading north toward [redacted].

The train was running about thirty minutes late and I spoke with a crew member about whether we would miss the shuttle. She assured me that the shuttle waits for us.

Upon arrival, there was an announcement letting us know that the shuttle was running two hours late and it would be there at 7:15pm. They suggested that I go into the station to wait for the shuttle. When I gathered my things and went inside, I saw there was no person working the station. It was getting dark and the area did not feel safe, so I sought out an open business. There were none. The street was full of abandoned storefronts.

I contacted the police department and amtrak when the shuttle didn't arrive at 7:30. I was at the station until after 9pm with no sign of a shuttle.

I tried reaching Amtrak customer service, but there was a wait for nearly an hour and I worried my phone would run out of battery, putting me in an even more dangerous situation. I spoke to [redacted] customer support multiple times and they had no information about any shuttle that connected with the train. According to their records, everything was on time and had been in service.

It turns out the [redacted] station was across town and there was nothing running until the next day. Since there was no taxi service and the police weren't able to assist me, I payed someone to take me across town to a motel next to the [redacted] station, situated behind [redacted]. I called Amtrak from the room and was told that I needed to call back when I could speak to the resolutions department. She told me to save receipts for what I could but there was nothing she could do for me.

It took a lot of work to get the [redacted] driver to let me on board with my ticket, but he finally accepted it.

I spoke with Amtrak again today. I was shocked when my story was met with condescension, belittling and apathy. I asked why this had happened and what they will do to ensure that all passengers, especially women who are traveling by themselves, are not put in incredibly dangerous situations. I requested a refund for my ticket,my hotel room and expenses incurred due to their negligence. The flat response was that they 'apologize for an unpleasant experience,' but no action would be taken to satisfy my situation.Desired Settlement: I want full compensation for all my expenses, an apology and assurances that other passengers will not be put in danger the way I was put in danger.

Business

Response:

From: [redacted]

Sent: Friday, April 11, 2014 12:57 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Hello and my name is [redacted] and I live in [redacted] ILI am from [redacted] Ohio and take Amtrak on a semi frequent basis home to see my familyEvery time I use Amtraks services there is always on average a 2-hour delayI am aware of the state of the rail infrastructure throughout the US and how that can hamper attempts of running an on-time operationHowever, the consistent level of incompetency and continuous inability to keep to being a reliable mode of transportation escapes meFinally, my biggest complaint is with Amtraks customer serviceFinding an agent to answer questions or give trip status updates is almost impossibleFurthermore when an agent is found they never have any information or offer any accommodationBeing hearded into a room and left with no information is not anyway to treat customersThe consistent incompetency in the operation and utter lack of customer service in my opinion warrants a refund.Desired Settlement: I have taken recent trips with the same consistent issuesTotal amount paid is roughly usd
Business
Response:
Dear [redacted]:
Thank you for your recent correspondence
We apologize for the unacceptable service you receivedWe expect every Amtrak employee to provide excellent customer service and to perform their duties in a professional mannerI am sorry that you received otherwiseI have forwarded you remarks to the responsible management for review and corrective action
We are disappointed that you experienced a delay while traveling with usWe can certainly understand the inconvenience and frustration this caused youWe are working hard on a number of fronts to improve our ability to run on scheduleIn spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation businessYour most recent delays were caused due to a rail switch failure, freight traffic, and weather/temperature issues that were beyond Amtrak’s controlPlease accept our most sincere apologies for your inconvenience
Amtrak does not own most of the tracks within the United States (except for the Northeast Corridor and a small portion in Michigan)Most of the tracks throughout the United States are owned by the freight rail companies and they are responsible for the traffic on the rails as well as the track maintenanceUnfortunately, since we are on their rails, the freight trains have priority over our trains and if there are signals out, our trains cannot move without their permissionRecently, there has been a large amount of track maintenance on these rails that did put our trains behind schedule with only a short amount of notice to AmtrakUnfortunately, this maintenance has affected our passengers and our on-time performanceWe sincerely apologize about the delays you have experienced and we will continue to work with the freight companies to help get our passengers to their destination on time
Amtrak does not normally offer refunds for these types of cases, however since you had such a long delay, we will offer you a one-time full refund on your most recent tripWe have authorized an automated credit in the amount of $be applied to the Visa account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generatedDepending on your bank’s procedures, please allow to days to show up in your account
Once again, thank you for writingWe look forward to the privilege of serving you in the future
Sincerely,
Customer Relations Specialist
Revdex.com [redacted]
Case [redacted]

Review: forfeiture of voucher by purchasing a new voucher.

Upon trying to receive a refund to my credit card, upon which I purchased the ticket, I was told I had forfeited my previous voucher by buying a new voucher. This was not explained to me by any of the purchasing agents I had obtained these tickets through. Now I have a ticket for $135.20 as well as a credit for $95.20 which has to be used to purchase a different voucher. They informed me they would not refund the $95.20 to my card.Desired Settlement: payment in full; $228.65 for the total purchases of vouchers made to Amtrak. As I refuse to do business with any company which doesn't give a full cash refund for non-services rended.

Business

Response:

From: [redacted]

Sent: Tuesday, November 26, 2013 2:11 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Amtrak Fresno station's rude employee who misused her power and abused Amtrak policy. Resulting my finance loss and my physical sickness.

I am writing to you regarding my most terrible experience with Amtrak. On April 8, 2013, I took Amtrak from Fresno, California to connect an international flight at San Francisco airport.

I arrived at Fresno Station at 5:50 a.m. early enough to catch 6:50 a.m. train. As I reserved my ticket online, I thought the computer printout needed to be change to a ticket as my early trip. The lady in the ticket window was very rude to me. She yelled me very loudly; "you understand, you don't have to change your ticket, your printout is your ticket. You understand?" When I told her I had two pieces of baggage need to be checked in. She asked me: "what is inside? I need to check your suitcases". These two pieces of baggage were very well packed and ready to go to the international airplane. But I didn't say anything, just opened my suitcases and let her to check. She searched every piece in the suitcases, found some chocolates and nuts. These chocolates were packed very beautiful in metal gift cans so as the nuts. These were intended gifts for my family and friends. She said: "These chocolates and nuts are food, any food cannot get on to the train". I told her, "I called Amtrak and also checked your website only 'perishables' cannot go. These chocolates are not 'perishable', why they can't go? I told her these chocolate and nuts actually were brought from San Francisco and I had them in Amtrak when I came to Fresno without any problem". She seemed mad at me. She said very loudly "not from Fresno"!

At that time, I felt so embarrassed and I did not know what to do. My suitcases were open. Everything was dumped on the floor covering almost half of waiting room floor. The lady, your Fresno California station staff, looked satisfied and yelled at me again: "I give you 5 minutes, go or not to go. If you still can't decide, I will not let you go". To avoid missing the international flight, I had no other choices but left my chocolates and nuts on the bench out side of the waiting room, and checked in two pieces of baggage without them. Late some people said "thank you" and took them away.

Meantime, I saw all other passengers went through, completed their check in procedure without any baggage inspection. I noticed that I was the only person treated in this cruel way. Some passenger showed sympathy to me after they saw what had happened and said to me:

"We had nuts in our checked in suitcases, too. They are great for gifts. You are the only one being singled out. I am proud of Fresno because it produces 90% nuts of in the whole nation. I could never imagine that having nuts in Amtrak can be a disaster. Is it because I am old, woman and minority. They are younger, white and men. I felt sick for the whole day.

To make sure, Amtrak has a stated policy on baggage. I called Amtrak for three times; first one was before I made reservation; second time was I came back from the trip to make sure chocolate and nuts are allowed to in the check in baggage. The last time I called is today, middle of this letter I am writing. I was told the same answer: chocolates and nuts are no problem in the check in baggage. I firmly trust the employee in the Fresno California station was intentional to create difficult to me. It is not only abused your policy, also it is discriminations.

I filled a complaining on April, but never get any apology from Amtrak Fresno station nor the employee. I will keep fighting until they give a fair resolve.Desired Settlement: I wish they can give me a fair explanation. Are these chocolate and nuts can go to the train or not? Even they are very well packed, are they still 'perishable'? Does Fresno have different policy from than other U. S Amtrak stations? I have traveled many U. S. cities, but never have any employee was so rude to me.

Here are my three requests to Amtrak:

1. A serious apology is needed from the Amtrak Fresno station and particularly their rude employee who misused her power and abused Amtrak p

Business

Response:

From: [redacted]

Sent: Tuesday, November 26, 2013 1:58 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On Amtrak train from Seattl to Los Angles during which attendent, [redacted], placed son's upper bunk into the up position, while family at breakfast. She removed son's head phone from upper netting container and stowed them under seat. Head phones purchased for trip by my twelve year old son 2 days prior to departure. When stowing head phones they were broken and made unusable. They were discovered immediately on return to cabin and attendent questioned. She sent suprervisor to discuss issue only to be refered to main Amtrak complaint phone number. I called number on return home but was told only checked items were covered.Desired Settlement: My son purchased these head phones with his own money and he was very crushed when they were broken. We have replaced them and the cost was 39$ plus tax.

Business

Response:

From: [redacted]

Sent: Thursday, August 08, 2013 4:14 PM

To: [redacted]

Subject: Amtrak Response Dear **. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the difficulties you experienced while traveling with us onboard the Coast Starlight. Please accept our apologies for your inconvenience. We are investigating your claim, and should be getting back to you shortly regarding reimbursement for your son’s headphones. Once again, thank you for writing. Sincerely, [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DCCase #: [redacted]

Business

Response:

From: [redacted] <[redacted]>

Date: Wed, Aug 28, 2013 at 3:06 PM

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

To: [redacted]

,

This case is not resolved yet. Please see my response below.

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Phone: [redacted]

Fax: [redacted]

From: [redacted]

Sent: Wednesday, August 28, 2013 3:06 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 damage to your son’s headphones when you traveled with us recently. Please accept my apologies for your inconvenience. Normally, Amtrak does not accept liability for passenger’s carryon items; however, after a review of the circumstances in your case, I have decided to make an exception.

If you would please provide me the receipt, I will gladly authorize a refund for the replacement headphones. You indicated that the replacement headphones cost $39.00 plus tax. Could you please scan the receipt back to me in email?

I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: On December 30, 2013, I took an Amtrak train from [redacted] to [redacted]). The train was originally delayed in [redacted] for an hour, which was such a hassle. Anyway, on the train from [redacted] to [redacted], the employee that was on train asked me to take my carry on bag, and put it on the back rack. The employee insisted that I place my bag in the rack of the train, and then I did even though it was a carry on suit case. As a result of this employee, my bag was stolen! I lost $3,000 worth of valuables. I filed a police report in [redacted], and filed a claim with Amtrak.

The Amtrak employee gave improper directions which caused my bag to be stolen. I have all new ite** in my bag, and I have receipts for the ite** that I purchased.

The [redacted] Police Report # [redacted]

The Am Trak Ticket #[redacted]-01 TVM: [redacted] Issued 30 Dec. 2013 One-way TripDesired Settlement: My bag had jewelry, brand new clothes, makeup sets, purses, and expensive shoes. The ite** are worth $3,000. I request compensation for the loss which was a result of the AmTrak employee.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, January 09, 2014 10:46 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I booked 4 RT tickets on the auto train for a family vacation to florida (Reservation Number: [redacted] ) at a cost of $1909.40. Yesterday my son's doctor told us he is not weel enough to travel. I called amtrak and cancelled the reservation. The woman refused to credit the full amount back to our credit card. I toild her the circumstances and offered to get a doctors note to substantiate the reason for cancellation. She rudely refused, and charged us 10%. Given the circumstances, and what our family is going through, this is beyond words. What is wrong with people. I am a longtime loyal traveller on amtrak, we do not fly, but beyond that how about some compassion for what we are dealing with.Desired Settlement: Kindly refund the balance of the charge back to our credit card.

Business

Response:

From: [redacted]

Sent: Thursday, November 07, 2013 1:12 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that all monies due on your reservation were refunded in full with no refund fees. Once again, thank you for writing. We look forward to your continued patronage.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: My grandson travel from/to [redacted]/from [redacted] as an unaccompanied minorI'm his grandmother and does his reservations via phoneHis latest travel date was Saturday, March 23,'reservation number [redacted]His mother calls me because she was in [redacted] waiting for him, when we called him he said he was in [redacted] waiting for them to come get himNo one came for him, when I called customer service (Agent - [redacted]) informed me he was on the train to "[redacted]", [redacted] informed me I need to contact Customer Relations on MondayCalled Monday, 3/@ 9:was placed on hold for minutes seconds and no one picked me up
This is Not the first incident concerning my grandson's travel from [redacted] to [redacted]First incident his mother waiting inside [redacted] station for him (she calls me hysterical) she could not locate himFinally, she goes outside and he's outside the station by himselfThe attendant took him outside and left him, while his mother is inside the station waiting in area where they should have brought him to turn him overThe 2nd indictment happened during his Thanksgiving trip (I believe it was this travel) an assistant never came to get him to take him off the train so he left on his ownThis week-end trip was more then enough because Amtrak is not taking my grandson's "Safety" as a priority and that disturbs meHe'll be traveling back and we're so worried because staff doesn't seem to take their responsibility seriously.Desired Settlement: For Amtrak to speak to employees assigned to unaccompanied minors and we're placing our love ones in their handsTheir policy is not being taken seriously
Business
Response:
From: [redacted]
Sent: Friday, May 03, 1:PM
To[redacted]
Subject: Amtrak Response

Review: August 9, 2012 I booked a two way trip from San Diego to San Juan, Capistrano business class, reservation number [redacted] and [redacted]. On the return trip business class was full and no accommodations was made for additional riders. the conductors did not know where we were to board the train and we were running from one end to the other to board; and I cannot run. I ended up in a car reserved for people with disabilities. I think Amtrak should be able to do better for disabled. It was the last car, the ventilation was bad and the service was dismal. It was a trip that I do with my five granddaughters and Amtrak ruined it.Desired Settlement: Amtrak ruined my day out with my granddaughters and I would think they could, at least, respond to my complaint the them. I sent a complaint to Amtrak on August 10, 2013. If Amtrak can sell the ticket they should provide the service. Put on a second business class car. I would like a credit on my next trip to San Juan, Capistrano and I would like an apology for ruining my trip.

Business

Response:

From: [redacted]

Sent: Friday, October 04, 2013 3:46 PM

To: '[redacted]'

Subject: Amtrak Response

Dear [redacted]:

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

I was sorry to learn that you and your group experienced difficulties when you traveled with us recently with regard to seating. Amtrak conductors and car attendants are responsible for seeing to it that all passengers have a seat. They do their best to make sure that the seats are assigned in such a way as to maximize everyone’s comfort. In spite of our best efforts, there will be times when their best is not enough. I regret that this happened during your trip and that it was very inconvenient for you.

As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $80.00. The Certificate must be redeemed on or before October 4, 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]

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 bought a ticket for train [redacted] on July 24th which was scheduled to depart [redacted] MA to Boston North Station at 8:29pm. Not only was the train over 45 minutes late arriving into [redacted] but also 1 hour late getting into Boston. Amtrak posted no delay info on their official website. Had I known the train would be late, I had the option to take an 8:25 commuter rail train into Boston instead. When I called the customer relations office, I spoke to Pat who refused to refund me for the trip. This delay caused me a lot of problems.Desired Settlement: A full refund back to my [redacted] card.

Business

Response:

From: S[redacted], Vanessa

Sent: Wednesday, August 06, 2014 1:39 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I was thrown off the bus in [redacted] falls at 930:pm and no luggage slept outside of train station all night frozen scared out of my mind. The reason is the conductor thought I was smoking it was not me there were 2 other people that were in the bathroom before me he would not even question them he waited until we were all sleeping woke me up only and threw me off. It is blatant disregard for my safety and discrimination towards female as the other 2 were male.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to be compensated for my horrifying experience and the conductor fired so no other woman has to go through what I did.

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 9:11 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I'm a student traveling during spring break (March 9th to March 16th). Purchased Rail Pass on March 5th and made detail reservation by email the same day.

"Hi Sir,

I wanna make the following reservation.

Reservation Number: [redacted] Amtrak Guest Rewards Number: [redacted]

SAS to CHI upper 31hrs 22 [redacted]

7:00am (Mar 10) - 1:52pm (Mar 11)

CHI to SEA lower 46hrs 7 Empire Builder

2:15pm (Mar 12) - 10:25am (Mar 14)

SEA to SAS lower 23hrs 11 Coast Starlight

9:35am (Mar 15)- 6:15am (Mar 16)

Thanks,

Mobile: ###-###-####

"

I received confirmation on March 6th by [redacted] as follow:

"Dear [redacted],

Thank you for contacting Amtrak.

I made the reservations your reservation

Number for your itinerary is [redacted].

You also need you USA Rail Pass which is

[redacted].

I sent out an E-mail of your itinerary.

I can only get lower level seating on the

[redacted], WA to [redacted])

Hope this is helpful.

Thank You,

Gale P[redacted]

Amtrak Intl. Sales

[redacted].Amtrak.com"

I never receive the email of detail itinerary from Amtrak and treat the confirmation email agree with the itinerary I provide for reservation. I arrived in SAS amtrak station happily and expected a cosy enjoyable journey with my friend but the vacation turned down when I notice that the SEA to SAS segment was made up by 4 segments and 2 more travel days. Since I've planned in ahead to get back before March 17th, I started to arrange my travel. To save time, I took a flight from Chicago to [redacted] and all my hotel reservations were either canceled or re-reservated which adds up not only expense, but also anxiety and upset. Lacking of the email confirmation for detail itinerary from Amtrak, the problems showed up until the travel started and thus causing all the issues later.

My actually travel is changed into below:

SAS to CHI

7:00am (Mar 10) - 1:52pm (Mar 11) Arrive 4 hrs late.

CHI to OAK(Oakland)

Mar. 12th [redacted] (luggage damage) 3.5 hrs delay of flight

OKJ(Oakland) to LAX

Mar. 15th Amtrak rescheduled

LAX to SAS

Mar. 15th Amtrak rescheduled, 480 extra for sleeper

The time and energy it cost is already gone and done. The reason and responsibility is still unclaimed. Amtrak should have all my call records and my effort upon this case. I will provide further discussion after their initial response.

Besides, I was told in phone the Rail Pass can only be used within 15 days instead of 180 days since purchased which is not stated clearly on website.

Info. for Amtrak check:

Reservation No.: Wenhui Wang 9A246F ; [redacted]Desired Settlement: I want my additional $480 sleeper cost back since I can avoid it if they provided expected service. My Rail Pass validity should be extended. The trip I've used for Rail Pass is SAS to CHI 113.05, OKJ to LAX 51.85, LAX to SAS 123.25. Even without student advantage discount(15% off), still far below the Rail Pass value. I was saving the 5 out of 8 segments for next travel in summer. So I need explain about the validity of Rail Pass.

Business

Response:

From: S[redacted], Vanessa

Sent: Thursday, June 12, 2014 11:38 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased three tickets with Amtrak to travel on 11/30 from NYC to Rochester and Buffalo. The train ride was unbearable. We were almost 2 1/2 hours delayed in reaching our destination. The conductor was making announcements while we stood still on the tracks for over an hour at a time, but the audio system he was using was inferior in that we could not hear or understand the updates. We were unable to update our families that were traveling to pick us up. When my husband arrived at the Depew (Buffalo) station to pick us up, the train and arrival time was not listed on the board. He then asked an associate behind the counter if we were delayed and how long and her response was "I don't know." In addition to the delay and lack of communication, the temperature on the train was approx. 85-90 degrees. The heat was unbearable. Several people had asked the ticket taker as he walked by if it would be possible to turn down the heat and his response was "no, it's just because the doors are opening and closing." The heat was so severe that people were becoming ill and, like myself, felt as if they were going to pass out. As the train stood still on the tracks, the heat became even more intense. It was one of the most uncomfortable experiences of my life. Not one Amtrak employee walked the train to check on passengers. While we were suffering in this heat, there was again the lack of communication so we had no indication of how long we would be still. It became increasingly difficult to breathe. I had my 12 year old daughter with me and I was becoming very concerned for her health. On top of these issues, the bathrooms became extremely unsanitary. Out of the two that we had in our car, one was plugged and the other smelled strongly like urine.Desired Settlement: I am seeking a full refund for all three tickets that I purchased.

Business

Response:

Check Message tab.

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:

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,

Business

Response:

Check Message tab.

Review: VIA THEIR ONLINE SERVICE I BOOKED A TRIP BETWEEN DAYTONA BEACH, FL. AND STAMFORD CONNECTICUT (ONE WAY) ON SEPTEMBER 1ST, 2013.

THE COST WAS $166.00. IT WAS CONFIRMED VIA EMAIL AND I LATER CANCELLED IT A FEW DAYS LATER.

THEIR WEBSITE INFORMED ME THAT TICKETS WOULD BE MAILED OUT A FEW WEEKS BEFORE DEPARTURE.

I DIDN'T RECEIVE MY TICKETS!

WHERE'S MY REFUND?

IS THIS COMPANY SO LAZY THAT I HAVE TO RECEIVE TICKETS BEFORE MY REFUND IS PROCESSED?

I WISH FOR MY MONEY TO BE RETURNED IMMEDIATELY, WITH A LITTLE INTEREST ATTACHED - NOW!

WHAT ARE THEY WAITING FOR? I'VE CALLED TWICE!Desired Settlement: I WISH FOR THEM TO RETURN MY MONEY AS I CANCELED THIS LEG OF THE TRIP.

I'M DISCOURAGED!

HAVE USED THEM IN THE PAST. WHAT ARE THEY WAITING FOR??

Business

Response:

From: [redacted]

Sent: Monday, May 06, 2013 2:54 PM

To: '[redacted]

Subject: Amtrak Response

Review: The tickets purchased 52 days in advance were sent via [redacted] 1 day prior to our departure, 1500 miles away.

My girlfriend and I purchased 2 tickets on March 11, for a travel date of May 3, of 2014.

The travel was for a one way from [redacted] BC, to [redacted], CA, departing May 2 from [redacted] at 0530am local time.

We had left on April 29 from [redacted] on a cruise to [redacted].

The method of tickets delivery chosen was [redacted].

On the departure date of May 3, at 0500am, in the station of [redacted] BC, and without tickets in hand, without any agent representative at the station of [redacted], I was on the phone with Amtrak to sort out the issue.

I was told over the phone (May 3, 2014, 0500am) that [redacted] had tried twice to deliver the tickets to our home address in [redacted], CA.

I was told by the customer service agent over the phone to buy 2 tickets with the bus driver, that would be reimbursed at a (much) later date.

We arrived home on May 4, 2014, at 2300pm local time in [redacted].

We had a note from [redacted] on the door for a package. The first delivery attempt was made on May 2, before 3pm. On May 5, [redacted] delivered the tickets to ur home address.

The customer service agent with whom I talked to the morning of May 3, 2014, had obviously been lying to me. Which to me is a terrible business practice.Desired Settlement: We leave to Amtrak the choice of settlement they want to offer.

Business

Response:

Sent: Monday, June 16, 2014 10:20 AM

To: '[redacted]'

Subject: Amtrak Response

Review: Hello, I was trying to book travel on Amtrak and noticed that there was a 25% off promotion for Northeast corridor travel for Memorial Day Weekend. http://www.amtrak.com/memorial-day-weekend-travel-deal-northeast-regional-train<...⇄ />
The ad states that the price will be reflected in the cart. I tried to book the ticket but nothing worked, I called a sales associate and asked for help but they were unable to get the 25% off the fare (after 20 on hold). When I inquired further as to why this was on the website the agent told me that even though the ad was up on the site, none of the fares are in fact 25% off, and that she didnt know why that was and instructed me to contact customer relations. I talked to customer relations and had the exact same thing happen, the agent admitted that there were no 25% off fares despite what the website said. That agent referred me to the internet specialist to try and resolve my issue. After a long a lengthy discussion, he also told me that as a consumer he would be upset as well because there were no 25% off fares available. This included me asking which fares would be 25% off so that I could try and book those instead of my desired travel time and dates (despite my desired travel times and dates being well within the conditions listed in the ad) he told me that there weren't any and he also did not know why the ad was up on the website.Desired Settlement: I think that for the hour plus I spent on the phone with three departments all to tell me that they agree that the ad that is up on the website is false advertising and the promotion does not exist I should be compensated with a complimentary roundtrip ticket.

Business

Response:

From: [redacted], Vanessa

Sent: Thursday, May 23, 2013 5:54 PM

To: '[redacted]

Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read that the promotion you mentioned in your correspondence was not available for the time period that you wanted to travel. Please accept our apologies for your inconvenience. We were disturbed to learn that you received misinformation from some of our employees regarding why the promotional fare was not available. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. It should have been explained to you at the time that you called that “Under Terms and Conditions” on the website, the language states that seats are limited and fares may not be available on all trains at all times pertaining to this promotion. Once again, thank you for writing. We look forward to your continued patronage. Sincerely, [redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Review: I arrived early in [redacted] to catch a bus to take a train in [redacted] Ca, when the bus didn't come I called Amtrak and was told the bus was running eight minutes late; when it was apparent I had missed my train in [redacted] I called Amtrak and was told I could take the next bus and was asked if I would be using the same card; I told the agent the trip was paid for; she then told me I missed my bus which I hadn't; I'd been at the bus stop getting a sunburn on the back of my neck, I didn't tell her that I may have said the bus driver was lying and tried to compose my self and asked for her supervisor; I was on hold for twenty minutes waiting for Customer Relations and was told much the same; I tried to point out that the bus was running late and may have skipped stopping in [redacted], he said the buses were contracted out and I reminded him that I had paid Amtrak and Amtrak was responsible.I then did something I've never done before; I started to cry, swore at him and hung up. I called my daughter and asked her to mediate for me because she had dropped me off and waited with me. The next bus came and I got on, sending her a text, eventually we spoke and she had been told the bus driver said they had gotten off and called for people, they also asked her if maybe I'd gone to the bathroom which ironically I did as soon as I got on the bus. My daughter told me she had paid with her credit card under protest and when I was done traveling she would call her credit card people and tell them not to honor the charge. She also told me that Amtrak was federally subsidized and we agreed they had no business in highway robbery. When I looked on line for complaints to Amtrak, one of the biggest complaints was Amtrak being slow in handling complaints and being I considered this complaint important, I did not want to deal with them.Desired Settlement: A one way [redacted] to [redacted] travel voucher.

Business

Response:

From: [redacted]

Sent: Thursday, July 17, 2014 11:50 AM

To: '[redacted]'

Subject: Amtrak Response

I have in the past traveled with amtrak frequently , and have accumulated many travel points ( appx 50,000 points ) which can be redeemed towards travel or other items. Amtrak guest rewards has a policy that if a customer doesn't travel for a certain period of time , customers points will expire . I was not aware of that , I had my email address changed / deleted and wasn't notified of the expiration . while granted I should have changed my profile with amtrak to my new email address , I did not .
I contacted amtrak and asked if they can reinstate my points , and the person conferred with her supervisor and was not able to do so . I understand that there is a policy like this, while I am not sure of the legality of this policy ( just like there is a law that gift cards cannot expire ) I am quite surprised that Amtrak Guest rewards would not evenconsider reinstating these points given that I had 50,000 points .

Review: I was on a train from [redacted] Station to [redacted] Station (Train [redacted]) on Nov 18, 2013 that was unable to get beyond [redacted] Station because of another train that dis-railed in the tunnel south of [redacted]. I called Amtrak on 11/20 to inquire about a refund and was told that I would be issued a credit. I was told that the credit would be an e-credit that would appear in my online account but that it would also be available to ticket agents under my name. I took down the case number as well in case there were any other problems. The refund was for the amount of the ticket, and did not cover by any means the actual cost of getting to [redacted]. When recently trying to make another reservation and to use the credit. I noticed that there was no e-voucher in my account. I called customer service and after waiting for an agent for nearly 20 minutes I was told that the actual certificate had been mailed to me and that it was an original and could not be re-issued electronically. It is appalling that after paying for a ticket that didn't get me to my destination, having to find my own way to DC, having the customer service agent mistake the form of the "refund", that Amtrak cannot do anything other than apologize.Desired Settlement: Since they cannot manage to provide an e-voucher for the "refund" and I never actually received the services that I paid for (infact, I had to spend double what the ticket cost), they should refund the charge on my credit card. Additionally, they need to work with their customer service people to make sure this doesn't happen again - they shouldn't be able to tell you one thing and do something completely different. In this day and age, the technology is available for them to make the credits immediately (especially when the reservations were made through the account online). I can only assume the agent I spoke with was either lazy or inadequately trained to perform his duties.

Business

Response:

From: [redacted]

Sent: Tuesday, February 04, 2014 3:27 PM

To: '[redacted]'

Subject: Amtrak Response