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Amtrak Reviews (359)

Review: On May 19 at 4:10pm, I purchased a ticket from my smartphone for the Amtrak train from [redacted], IL to [redacted] IL that departed at 4:41 pm CDT. I was unable to make it on the train. Based on the policy for missing a train, I was entitled to an e-voucher in the amount of my purchase. According to the Amtrak website, I should have received such an e-voucher in my email upon failing to board the train. As I had not received the e-voucher by 4pm CDT on May 20, I called Amtrak to inquire about where it was. After speaking to 2 people and waiting on hold for 30 minutes, I was told that I boarded the train and was therefore not entitled to an e-voucher. Since I did not in fact board the train, I asked how that could have happened. I was told that the conductors have three options on their handheld devices used to scan tickets: 1. state that the passenger was a "no show"; 2. lookup up the passenger's name based on their photo ID; or 3. scan the e-ticket bar code. I was told that apparently someone used my ID to board the train and that I was therefore not entitled to any refund or e-voucher. There is no possibility that someone had an ID with my name on it or was even aware that I had purchased a ticket. I was told my only recourse was to dispute the charge with my credit card company. After repeatedly asking how this could have happened, the customer service representative abruptly hung up the phone. I am not sure whether this is an isolated incident of a conductor making a mistake or whether it is a concerted effort by Amtrak employees to defraud customers.Desired Settlement: Based on the statements of the customer service representative, I believe that I am entitled to a refund. I will also file the dispute with my credit card company as soon as the charge posts to my account.

Business

Response:

From: [redacted], Vanessa

Sent: Tuesday, May 28, 2013 4:41 PM

To: '[redacted]

Subject: Amtrak Response

Dear **. [redacted]:

We are in receipt of correspondence written on your behalf from the Revdex.com. I am responding on behalf of the Corporation. I was sorry to read about the difficulties you experienced regarding receiving an eVoucher since you missed your train. Please accept my apologies for your inconvenience. While I cannot provide you with an eVoucher, I can provide you with a Transportation Certificate in the same amount as your ticket, which is $16.00. The Certificate must be redeemed on or beforeMay 28, 2014 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as Amtrak honors its promised response.

Regards,

Review: I issued this complaint in March 2014. Through the 10-15 phone calls I’ve made since then, eventually it was established that my particular complaint warranted a voucher for travel. As of May 28, 2014 --- I am still waiting on that voucher. I feel I have been more than patient waiting on what was promised on April 12th (when it was told to me it was in the mail) until today. What I keep getting told – was it was mailed. Again – I’ve called several times asking where it is – verifying my address each time – leaving my phone number each time with Customer Relations. My “file” number: [redacted]Desired Settlement: Amtrak has promised me a voucher. I want my voucher for travel. My complaint file is: [redacted]

Business

Response:

From: [redacted]

Sent: Tuesday, July 15, 2014 8:51 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I was taking a Amtrack train from Chicago to Carbondale on March 27, 2014. I paid $86 for a one way ticket the night before as the guy that works for Amtrack was scanning tickets I asked why was my ticket $86? He asked me when did I buy the ticket I told him last night he explained to me how the ticket prices go up when less tickets become available I had three people sitting near me say how they all purchased there ticket for $34 right before they got on the train the guy scanning the tickets insisted that I call Amtrak to see what was wrong I called and the women over the phone told me that more cars were added to the train at the last minute so more tickets became available she told me that she will refund me the difference without a problem she said when I get to Carbondale go to the front desk at the station and they will refund me the difference. I get to Carbondale and go inside to get the refund they typed my reservation number into the computer and said that whoever I spoke to over the phone changed my ticket price from $86 to $34 indicating that she tried to give me a refund but they are not allowed to give refunds in the station I was told that I must contact the refund department. I called the refund department and they told me that it is their policy that refunds are only given before travel and there is no way to get a refund after I have traveled on the train. They now put me on hold because they noticed that the women I talked to on the train changed the ticket price from $86 to $34. They told me there is nothing they can do for me and that there is no way that I can get a refund and that the women who told me I was going to get a refund will be written up.Desired Settlement: I want the difference of $52 refunded back to me.

Business

Response:

From: [redacted]

Sent: Friday, May 09, 2014 4:17 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I was on a "8" hour train ride from [redacted] ohio to [redacted] Ny and the trip was fine the train was dirty but fine then the ride back [redacted] to [redacted] was horrible! I froze the entire way! It wasn't just me either the people around me were cold aswell. we all started talking about how cold it was and how overly crowed. I was so cold when I got off the train it felt warmer outside then in the car I was riding in!!!! when I walked into another car on the train it was nice and warm nothing like the one I was riding on! I have sent a complaint to Amtrak about a week ago and nobody has contacted me at all bout this issue. I WAS a very good paying customer as well as my family every very to Amtrak however I will stay as far away as possible.

Product_Or_Service: Ticket

Account_Number: 65.00Desired Settlement: DesiredSettlementID: Refund

The trip was Horrible and I have tried to contact them just to see what their explanation was there is no reason for them to put passengers on a car with no heat in the middle of February

Business

Response:

From: [redacted]

Sent: Friday, March 14, 2014 10:02 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On Thursday, October 24th, 2013 I used the AMTRAK Website - Visit Amtrak Guest Rewards - Transfer/Buy Link, I used the option to buy 2000 Amtrak points for $55, and used [redacted] to purchase the points. The [redacted] transaction successfully completed, but the Amtrak transaction failed on screen, and an email was sent saying I bought too many points this year, so I tried a transaction for 1500 points for $41.25, and received a 2dn transaction failed on screen and email. So I tried a 3rd time for 1000 points at $27.50.

Today, on Friday, October 25th, 2013, I was checking my bank statement and noticed that I had been billed for all three transactions [$55+$41.25+$27.50 = $123.75] when I should have been charged only $27.50, so overcharged by $96.25.

I tried to respond to the emails sent, but they all say DO NOT REPLY TO THIS EMAIL, so I called the number provided in the email, Amtrak Guest Rewards Service Center at ###-###-####, and after waiting on hold for a very long time finally talked to a person. When I explained the situation, they had to check, how many points I bought for the year, the transactions they could see online, the transactions pending, etc. Finally I told them, I don't mind getting either the points, or the money back, and was told that this was in process but takes 3-5 days. When I told them that there business practice of taking the customer's money before checking to see if the person is going to be denied the transaction was fraudulent as they took my money with out full intent to provide the points. They then said that they did not have the money, that my bank has my money, and I have to wait 3-5 days because of my bank.

Bottom Line, they took the money, before checking to see if they would sell me the points. When they decided I did not meet the program rules, they denied the points instantaneously but want to keep the money 3-5 days. The individual consumer should not be a bank to these businesses. When they sell us a product they want the money immediately. When they decide not to sell, or refund, they want to take 3-5 business days to do this.

Amtrak needs to fix their system processing for selling Amtrak Reward points.Desired Settlement: Amtrak needs to fix their system processing for selling Amtrak Reward points.

I also think in this instance since their billing system is at fault, and there is no way they can refund me the money that they took with no intent to give me points, they should give me those points (2000 + 1500 = 3500). I will consider it 'interest' for the use of my money. In inter-bank lending there is a nightly rate paid for borrowing fund. Until Amtrak fixes this system, I think they should have to compensate consumers for the use of their money for 3-5 days.

Business

Response:

From: [redacted]

Sent: Wednesday, November 20, 2013 10:40 AM

To: '[redacted]

Subject: Amtrak Response

Dear [redacted]:

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

We were sorry to read about the difficulties you experienced with your Guest Rewards transactions. Please accept our apologies.

As information, when Amtrak attempts to charge a card for a reservation purchase, an electronic inquiry is sent to the financial institution. They, in turn, set aside this amount pending information exchange. If the transaction fails for any reason, such as a mis-entered card expiration date or security verification code, Amtrak is not able to complete the reservation and do not keep the funds. A message is then sent from Amtrak to the financial institution that the transaction failed. The amount of time that this process can take will vary based upon the procedures of the financial institution. Please be assured that Amtrak does not keep a 'hold' on these funds.

This is the same for purchases through Points.com. In this case you attempted to make a purchase prohibited by the Terms and Conditions of the program which state that "members may buy or receive up to a total of 10,000 points in a calendar year". Prior to your purchase on October 24, you made the following points purchases:

3,000 points purchased 1/4/2013

2,000 points purchased 9/8/2013

2,500 points purchased 10/4/2013

1,500 points purchased 10/16/2013

Therefore, on October 24, 2013, you were only eligible to purchase an additional 1000 points.

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 November 20, 2014 and is not transferable. We hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call.

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

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Review: I was told by [redacted] to mail in my Amtrak tickets in order to get an eVoucher. I did so and then never heard back from her. Now I am out the money I paid and do not have the physical tickets any longer for future travel.Desired Settlement: I would like to get the refund or eVoucher that I am due for unused tickets. Thank you.

Business

Response:

From: [redacted]

Sent: Wednesday, April 16, 2014 12:02 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I put in a ticket # [redacted] with Amtrak on Dec. 30, 2013. The only response I've gotten from them is to wait longer. I let my credit card know, but they told me today that they aren't able to resolve the issue. I was on a train where a conductor threw my glasses in the middle of the night and then in the morning moved other people into my seat while I was in the restroom. When I returned home, I found they had overcharged me for the ticket.Desired Settlement: I would like a refund.

Business

Response:

From: [redacted]

Sent: Friday, April 18, 2014 9:23 AM

To: '[redacted]'

Subject: Amtrak Response

Review: This complaint involves issues with Health and Safety while being stuck on the Amtrak train for 3 hours with deplorable restroo** and no ability to get food or water. This complaint is also about not keeping the costumer informed as to why we were stuck on the train in the middle of nowhere for three hours. The employees servicing the car should be reprimanded for their conduct or lack professionalism in servicing their customers. As a retired veteran I know what it is like waiting for hours but I would always put my Marines first in letting them know what is going on, when we will leave, giving them access to clean facilities and ensuring they had food and water. Whatever I could do to make them comfortable during a long wait. Well, the Amtrak employees disappointed me to no end. We asked politely what was going on and the employees ignored us. We asked to open the food car so we could get something to drink and they said no. We could not use the restroom due to lack of cleanliness. This makes it unbearable when you have an autoimmune deficiency medical condition. I know this is in direct violation of OSHA and something needs to be done about this. I know trains have issues from time to time and things just happen, but that is when the employees need to step in and take care of their customers.Desired Settlement: I feel that everyone should get a refund and the employees need training on customer relations and change in policy as to cleaning the restroo** and opening the food cart when trains are at a dead stop for over three hours.

Business

Response:

From: [redacted]

Sent: Wednesday, December 11, 2013 2:12 PM

To: '[redacted]'

Subject: Amtrak Response

Review: On Thursday July 2013, I was supposed to leave from [redacted],SC to [redacted],FLThe train was schedule to arrive around am EST, instead it arrived at around am ESTA six hour wait without having the right to have an refund issue is unacceptableI was supposed tot receive a text if the train was going to be two hours lateNo only was the train late but I was told while ridding the train that it wasn't going to make a stop at [redacted],flAlso this is unacceptable if I make a reservation to take a train ride from [redacted],SC to [redacted],FL Amtrak should honor itMy reservation number for that trip was [redacted]I WILL NEVER USE AMTRAK AGAIN!!!!Desired Settlement: Full Refund
Business
Response:
From: [redacted], Vanessa
Sent: Tuesday, July 30, 2: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 service disruption and lack of notification that you experienced when you traveled between [redacted] and [redacted]We certainly understand the frustration this caused youThe delays were beyond Amtrak’s immediate controlDelays and cancellations due to weather and other factors are an unwelcome but unavoidable part of the transportation businessWhen they occur, we understand the importance of providing accurate and timely information to our passengers as it becomes available to usIn order to reach a large number of customers in a short amount of time, we have made some recent improvements to our process for communicating this informationIn spite of our best efforts, there are times when we cannot reach all of our passengers, but please be assured that notifying our customers is a priority at Amtrak
Amtrak does not normally offer refunds in these cases; however, after a review of the circumstances in your case, we have made an exceptionWe have authorized a refund and an automated credit in the amount of $has been made to your [redacted] accountThis transaction was performed electronically and no paper credit slip was generatedDepending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement
As a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $The Certificate must be redeemed on or before July 30, and is not transferableWe hope you will use it toward your next Amtrak ticket purchaseTo redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer RelationsOur Customer Relations Representatives are available Monday through Friday, except holidays, between the hours ofa.mand p.mPlease note that your Certificate is being held electronically and can only be redeemed by calling Customer RelationsWhile it is not required, it is helpful if you refer to the case number at the bottom of this email when you call
Once again, thank you for writingWe look forward to the privilege of serving you again in the future
Sincerely,
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Case #: [redacted]
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 meAlso I think it would be in Amtrak best interest if they replace all of there locomotives
Regards,

Review: On Nov 18, 2011, I bought an Amtrak train ticket online at 5:57pm, from [redacted], CA. Reservation number [redacted]. When buying thorugh internet I chose the option " Total travel Insurance" at $ 8.50 Dlls (It has a legend "Not Charged by Amtrak").

After this, while traveling on the train, in one of the train stops, one of my hadbag baggages was taken by someone else, and I did not notice because it was on a specific train not in the one in whihc I was traveling, and noticed until my final destination on [redacted].

As soon as I got there, I went to the police and reported, he told me to wait for checking if someone else was taking it. After a while, he sent me to the Amtrak office to file the claim, and they gave me a yellow report. Then, they asked me to keep calling to a specific number for tracking my report, and advice me to initiate the claim also with the insurance I had bought, and my surprise, when I called Amtrak partner "[redacted]" that they did not charge the insurance by mistake, so they could not support me, even I was requiring this insurance and was their fault not charging it.

My luggage stolen was ;

1 cylindric Louis Vuitton, 2 leather jackets, 1 blackberry, 1 epirb, I tennis shoes pair, whic totals $ 4,821.00 DllsDesired Settlement: I want either Amtrak or [redacted] to refund me my stolen luggage cost, because Amtrak is avoiding to give me an answer, just saying "we have not found it and keep searching', and in the [redacted] case, they must accept their responsability because I asked to include the travel insurance and authorized to charge it on my credit card.

Business

Response:

From: [redacted]

Sent: Friday, July 26, 2013 12:03 PM

To: '[redacted]'

Subject: Amtrak Response

Dear **. [redacted]:

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

Before I can assist you with your complaint, I would like to request that you send me a copy of the form you were given when you made a claim regarding your luggage. Please send the copy to my attention at: [redacted]. You may also scan the copy to me via email.

I look forward to your reply.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

Case #: [redacted]

Business

Response:

From: [redacted]

Sent: Wednesday, July 31, 2013 9:01 AM

To: '[redacted]'

Subject: Amtrak Response

Review: On June 6th 2014 my daughter and her cousin were on AMTRAK traveling to [redacted], Wa. My daughter ([redacted]) had with her her certified service dog. After a 3 hr. delay their first stop was [redacted] Ore. During the stop the conductor of the train walked pass [redacted] and her service dog and the dog barked at the conductor, this resulted in the conductor forcing [redacted] and the dog off the train and using the train's intercom as a ruse he called the cousin, who was using the bathroom, and physically push her off the train which caused an injury to her foot. When they pleaded to be able to get their luggage they were threatened with arrest if they crossed a yellow line and told that they could get their luggage in the Lost & Found! My daughter has seizures and her medication was in the luggage along with $9,000 that I was lending to her aunt in [redacted]. They tried but were not able to retrieve the luggage for the train was bound for Vancouver. En route my daughter asked to be seated in the Handicap section but was told there wasn't one! I filed an online complaint and received a number acknowledging the complaint June 9th #[redacted] and have yet to receive a reply from AMTRAK and every avenue I've taken to resolve this issue has met a dead end and rude customer service reps when they find out I have a complaint. The customer service rep told me that they have a special dept. to handle such complaints and put me on hold while no one came to the phone. AMTRAK has it set up to where it is impossible to seek resolution to a complaint. Their HQ is in Philadelphia, Pa. and this shelters the company from complaints about service and abuse by it's employees. AMTRAK is in the business of transportation of people that makes them responsible for the safety of it's passengers and my daughter's life was endangered by denying her of her medication, add this to the lose of my $9,000 I know that I have a right to file a lawsuit and I will if I can't receive any satisfaction in this matter.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I demand that AMTRAK make restitution by paying back my $9,000 which no doubt has been stolen by an AMTRAK employee and all expenses incurred that resulted from this because of this stupid action by a conductor who should be fired for such blatant and irresponsible stupidity. Only because a dog barked!!! The dog barks to signify she is having a seizure.

Business

Response:

To: '[redacted]'

Subject: Amtrak Response

Review: I spoke with Amtrak Customer Service Rep, Carol, on 14 May 2014, at 0814, regarding a more than 5 hour delay on [redacted] from [redacted] NY to [redacted] NY on 13 May, Reservation Number: [redacted]. She offered me $100 voucher; however, I stated a $100 voucher is not equitable/fair consideration for my family's delay on 13 May 2014. Subject train was scheduled to arrive in [redacted] at 1800 on 13 May; instead we did not get in until after 2300, a 5 hr delay. Following are the impacts to my family (1) 3 individuals missed work the following day; all 3 live in MA (2) 1 individual slept for only 3 hrs and went to work (3) I had to pay for 2 days of parking at [redacted] vs. 1 (4) The loss of work, extra cost incurred, and inconvenience far exceed the purchase price of this train ticket.

Carol suggested I e-mail Amtrak via their web site, which I did on 15 May 2014. To date, 29 May 2014, I've heard nothing. Therefore, I contacted Amtrak Customer Service again today at ###-###-####. I asked the status of my e-mail and OPEN CASE #[redacted]; I was told there is no change in status and there is no time estimate when I will get a response.Desired Settlement: The loss of work, extra cost incurred, and inconvenience far exceed the purchase price of this train ticket; however, I am willing to settle for a full refund and additional $24 for the extra day of parking, totaling $244.40.

Business

Response:

Dear [redacted]:

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

On-time performance is a major concern at Amtrak. We make every effort to operate on schedule, because we know how frustrating a late train is to our customers. I am sorry that your train arrived so late and that you were inconvenienced. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, though, weather and mechanical problems often defeat us as well as those unexpected events that cannot be controlled or predicted. Please accept my apologies for your inconvenience.

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.

We would very much like to have the opportunity to serve you again under better circumstance, and I am disappointed that you feel that the Transportation Certificate offered by our customer relations representatives is unsatisfactory. It was offered as a token of our regrets for your inconvenience. It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future. It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again.

In the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before July 3, 2015 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations.

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

Sincerely,

Vanessa S[redacted]

Customer Relations Specialist

Office of Customer Relations

Washington, DC

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 given the inconvience to my family and I, and the additional cost incurred because of this ridiculously long delay, $100 voucher is a joke. Amtrak's policy???? What about the customer? I purchased a ticket for a service, and schedule, NOT provided. I should not have to pay for services that are completely substandard. My "policy" is to be reimbursed for unsatisfactory service.

Business

Response:

From: S[redacted], Vanessa

Sent: Friday, August 08, 2014 10:44 AM

To: '[redacted]'

Subject: Amtrak Response

Review: I booked two trips with Amtrak to and from New York city which are SEPARATE per their policy. Their refund policy is ambiguous stating that 24 hour notice of cancellation must be given prior to each trip. I tried to get a refund for the return portion of my trip (on a Monday) today (a Friday) which is obviously more than 24 hour notice. However because I did not give 24 hour notice for the first trip they would not refund the return trip. The policy does not read this way and any ambiguities should be construed against Amtrak, as the drafter.Desired Settlement: A refund of the return trip amount for $86.00.

Business

Response:

From: S[redacted], Vanessa

Sent: Friday, July 25, 2014 10:33 AM

To: '[redacted]'

Subject: Amtrak Response

Review: This is my case # [redacted] from amtrak

This is me and my wife reservation/ticket numbers are

[redacted] and [redacted].

To sum this up, we were schedule to depart from [redacted] at 4:58pm on 12/30/13 and arrive in [redacted] Ga at 6:44am on 12/31/13. Fifteen to twenty minutes into the trip, the train hit or ran over a tree and died. The train was no longer serviceable. There we sat on the tracks until a train was able to pick us up and take us to **. We wait two hours before actually leaving for **. Once we arrived to **, there was no staff there to assist us. We waited around for well over a hour or so before we found a manager. The manager then tells us that our disabled train is being brought to [redacted] because that's where the equipment is for repairing. From that point on, we were updated every one or two hours. We were told so many different things that did not come through for hour after hour after hour after hour. We were told that the train was in [redacted]. We were told that the train hadn't make it to [redacted] after being told it was there. We were told at 1:30am that the train will arrive to Union Station at 2:30am. The train didn't arrive until 3:30 to 4am. We still didn't leave until 5:29am. During all of this, we were offered water, an Apple, [redacted], and almonds. Weren't offered anything warm. Also the staff was lost and didn't know what was going on. We didn't arrive to our final destination until 4:02pm the next day. Which means it took us almost 1 full day to arrive in Georgia. We should have been offer alternative transportation or hotel accommodations. This ordeal ruin two reservations in [redacted]. We had to scramble to find a ride and housing once arrived. We've incurred extra fees as result of this. Amtrak lack serious customer service skills. Stuff happens but how you handle the situation makes a huge difference. In the end, the disabled train wasn't repaired and amtrak still had to bring in another train. So much time wasted unnecessarily. I want to be reimbursed for the cost of my tickets and possibly other compensation. Then having to deal with an employee on our final train with a nasty attitude and just tops it all off.Desired Settlement: To be reimbursed in full for my ticket as well as my wife's. We should be offered some other type of compensation too.

Business

Response:

From: [redacted]

Sent: Wednesday, January 08, 2014 2:34 PM

To: '[redacted]'

Subject: Amtrak Response

Review: Back in 2010 I purchased an auction item from [redacted] that included a gift certificate for $100 for Amtrak travel. On June 16, I made a reservation to travel on Amtrak. [redacted] @ Amtrak made the reservation. I was told to present certificate to Conductor and he would know what to do.

I attempted to use the certificate but could not. When I got on the train they said I could not use the certificate on a train but had to go into an actual station. Since I was already on the train and the train was moving I paid for the tickets myself. Note while onboard they said that I should have taken certificate to a ticket agent at a station which is what I thought but was told differently by [redacted] on the amtrak reservation line. They did say to do that next time and there was no expiration. They saw the paperwork that I had received at the [redacted] Auction and they never said that this was incorrect or not a valid certificate or voucher.

Since I do not use Amtrak on a regular basis it remained unused until when I attempted to use it again last month. On July 16, 2013 I went to the station in St Louis to redeem it and was told what [redacted] gave me was not actually a gift certificate. They said to contact [redacted] which I did. [redacted], who actually purchased the certificate called Amtrak but was given the run around. He explained to them that the only thing he received from Amtrak was the receipts that he put in the auction item.

Amtrak tried to look it up via the reservation number on this paper but couldn't find anything. The reservation number is [redacted] and was made on September 10 2010. This is the only paperwork that was received by [redacted] and myself.

I am very disappointed with Amtrak and their failure to honor the $100 travel credit towards future travel. To pay $100 and then not have a way to redeem it in the future is not acceptable. I have copies of receipts and can forward to you.Desired Settlement: $100 travel voucher to use towards future travel.

Business

Response:

From: [redacted], Vanessa

Sent: Wednesday, August 28, 2013 1:34 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 learn about the difficulties you experienced when trying to redeem your gift certificate for travel. Please accept my apologies for your inconvenience.

We do not have records that go back to 2010 so we cannot find your reservation in our system. However, as a one-time courtesy and as a token of our regrets for your disappointment, we are holding on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before August 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. 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: Bought amtrak tickets for my parents who cannot fly. Their train was delayed over 7 hours to their destination and another 4 hours on the return. They missed a whole day of their vacation and plans made with family. Family traveled out of the way to pick them up and drop them off. I was required to take 2 days off work due to the delays. Amtrak customer service extremely rude and basically said oh well not their problem. Have spent a total of 5 hours on hold trying to get a hold of someone then told I have to call back after travel is complete and they will make a decision on the case. Agents extremely unhelpful and unprofessional. Resulting in lost work time, lost vacation time, and my parents missing out on events. Father is disabled and delays have been especially hard on him physically.Desired Settlement: Amtrak should refund my parents at least a portion of their travel expenses due to such serious delays.

Business

Response:

From: S[redacted], Vanessa

Sent: Thursday, July 31, 2014 5:19 PM

To: '[redacted]'

Subject: Amtrak Response

Review: I purchased a train ticket from Newport News to Philadelphia. As part of the ticketing process I signed up to receive alerts of the service. Prior to my departure, an e-mail was sent alerting me that my train was to depart at 6:45 rather than the original 5:20 time. The e-mail said to arrive at the station 30 minutes prior to the new estimated departure time of 6:45. No further updates were sent. I continued to monitor the train status through their iPhone application. Upon arriving at the train station at 6:00, well before the dictated 3 minutes prior to departure noted, I witnessed the train departing the station. No further updates were sent to notify me of the train's status.

Since this happened, I was able to change the tickets to the following morning and extend the trip to my final destination as I missed my connecting travel options.Desired Settlement: I would like a full refund of the ticket price. While they were able to adjust my ticket to the following day and bump me up to their business class, this did not make up for the additional expenses that were incurred.

Business

Response:

From: [redacted]

Sent: Tuesday, July 30, 2013 1:59 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 to read your report that you received incorrect information regarding your train departure. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies for your inconvenience.

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

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 July 30, 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 was so excited to be on the Auto Train, my first experience on the train. I work for a major airline and was looking forward to a different experience and made sure to get all the perks because I may not take the train again for a long time and wanted to have an awesome experience. The check in process was awesome, easy and set a great tone. Once on board I started to get comfortable in my room. I was first upset with the bathroom, I am a BIG guy and was not able to fit in the toilet area and was forced to use the restroom downstairs. That was upsetting because I am very insecure about using public bathrooms, especially for showering; the reason for making sure to purchase a room with bathroom and shower. Then at dinner I went to my 7PM sitting and the server yelled, "YOUR ALONE, YOU WANT US TO BRING YOUR DINNER TO YOUR ROOM??" I was so embarrassed that I just said yes and left. The bedroom was so cold and I the thermostat in the room would not make any changes to temperature, I called my attendant and she said that there was nothing she could do but give me a blanket. I shivered all night with 3 blankets and woke up very itchy. I had bed bugs in my bunk or blankets. I have taken several pictures of my bites. The attendant is so mean, I am afraid to even ask her a question because she seems so bothered every time I even ask her something. I dont even call her to my room, I go downstairs and see her if I need anything.Desired Settlement: I want my fare returned minus the cost to ship my SUV. I wrote to Amtrak even prior to arriving to my destination from on board the train and have not recieved any response from anyone, I will take this case to small cliams if there is no resolution, There is no way I will pay for the way I was treated nor the quality of the accomodations.

Business

Response:

Dear [redacted]:

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

I apologize that you were not adequately aware of the size and layout of the accommodation you booked. Accommodation sizes, descriptions, dimensions, and photos are available on our website, www.amtrak.com, and also are referenced in the system timetable, travel planner, and other printed media. A virtual tour of our sleeping cars is also available online. All Amtrak reservation sales agents and Amtrak-authorized travel agents have access to detailed information regarding the types of sleeping accommodations we offer. I am sorry that the facilities of our equipment did not meet your expectations.

Because good customer service is very important to us, we are disturbed by your description of the rude treatment you received as well as the climate control issues you experienced. 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 handling.

Amtrak is contracted with a national pest control service, and they were promptly contacted after your report of bed bugs on your train. We have been advised that after their inspection was completed, no bed bugs were found.

Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $100.00 is being held on file. It is valid towards the purchase of future Amtrak travel. The Certificate must be redeemed on or before June 12, 2015 and is not transferable. To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL (1-800-872-7245), and ask for the Customer Relations Desk prior to making payment on a reservation. The Customer Relations Desk is open Monday through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.

Once again, thank you for writing. We look forward to serving your travel needs under better circumstances.

Sincerely,

Customer Relations Specialist

Office of Customer Relations

Washington, DC

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