Amtrak

From: S***, Vanessa Sent: Tuesday, September 02, 9:AM To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.com Regarding your inquiry about a survey, I have been unable to find any information regarding a survey, which promised a cruise upon completion of same I, also, am unable to find any travel information for you in July Please accept my apologies for your inconvenience Without further information, I will not be able to assist you Once again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: this is not acceptable you admit your service was terrible , hours late is unacceptable, a few hours understandable but ten is just outright garbage, and you offer me a voucher, ? why would I want to use your service every again after the way I was treated this is not acceptable, there is no where I need to go in the next year that I cant drive myself Regards, [redacted]

January 5, 2015Dear [redacted] :Thank you for your recent correspondence.We are disappointed that you experienced a problem receiving with your Amtrak Guest Rewards pointsWe can certainly understand the inconvenience and frustration this caused youPlease accept our most sincere apologies for your inconvenience.Our records indicate that you were awarded points on July 12, for your [redacted] purchase dated May 9, Your account was credited an additional points on October 29, 2014, for your [redacted] purchase dated May 9, We are unable to locate any purchase through the Points for Shopping website dated on May 25, We have verified that your account was rewarded points on June 23, for your [redacted] purchase.Please contact Amtrak Guest Rewards with any questions that you may have regarding your accountTo speak with Amtrak Guest Rewards, please call ###-###-####Our Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.mEastern Time.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: [redacted] < [redacted] > Date: Thu, Sep 25, at 9:AM Subject: Re: open cases To: "S***, Vanessa" This was closed as 'Resolved' 8-20- On Thu, Sep 25, at 8:AM, S***, Vanessa < [redacted] > wrote: Hi [redacted] , Did you get my response to [redacted] It’s your ID [redacted] I received a notice that it was closed as unresolved Thanks Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC Phone: ###-###-#### Fax: ###-###-####

October 29, 2014Dear [redacted] :Thank you for your recent inquiry.I am sorry that you feel the refund amount of your Gift Certificate is unsatisfactoryWe can certainly understand the inconvenience and frustration this may have caused you.The Gift Certificate which you submitted to our Refund Center was valued at $In accordance with our Refund Policy for Gift Certificates, a refund fee of 10% of the certificate value up to a maximum of $will applyWe authorized an automated credit in the amount of $which was applied to the [redacted] account by which the tickets were purchasedThis procedure has been performed electronically on August 8, 2014.We look forward to the privilege of serving you in the future.Sincerely:Aluster FCustomer Relations Specialist

From: S***, Vanessa Sent: Friday, April 10, 5:PMTo: ' [redacted] 'Subject: Amtrak Response Dear Mr***:We are in receipt of correspondence written on your behalf from the Revdex.comWe are so sorry that you received misinformation from one of our reservation agents with regard to the hold limit on your reservation In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result Please accept our sincere apologiesAs a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $ The Certificate must be redeemed on or before April 9, and is not transferable I hope you will use it toward your next Amtrak ticket purchase To redeem the Certificate, please call 1-800- [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 a.mand p.m Please note that the Certificate is being held electronically and can only be redeemed by calling Customer Relations It may help to refer to the case number listed below when calling Once again, thank you for writing We value your patronageSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCCase #: [redacted]

From: S***, Vanessa Sent: Wednesday, August 06, 1:PM To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.com We are disappointed that you experienced a delay while traveling with us We can certainly understand the inconvenience and frustration this caused you We are working hard on a number of fronts to improve our ability to run on schedule In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business Please accept our most sincere apologies for your inconvenience 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 $is being held on file It is valid towards the purchase of future Amtrak travel The Certificate must be redeemed on or before July 25, and is not transferable To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL (###-###-####), and ask for the Customer Relations Desk prior to making payment on a reservation The Customer Relations Desk is openMonday through Fridays between the hours of 7:a.mand 10:p.mEastern Time Once again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

November 10, 2014Dear [redacted] ***:Thank you for your recent correspondence.We are sorry that there is no record of your changing your departure date to October 27, In spite of our best efforts, there are always those times when communication breaks down and misunderstandings resultPlease accept our sincere apologies.Amtrak offers several different fare costs between each city pairThe least expensive fares are sold on a first come first served basisOnce these fares are sold the next highest fare is offeredAt the time your reservation was modified the lowest available fare resulted in your paying an increase for the difference.We must respectfully decline your reimbursement request.As a courtesy, we have enclosed a Transportation Certificate in the amount of $which is valid towards future Amtrak travelKindly refer to the reverse side for usage instructions.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: S***, Vanessa Sent: Thursday, September 25, 11:AM To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from Revdex.com Let me apologize on Amtrak’s behalf for the delays and service disruption that your relatives experienced when they traveled with us in August 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 their inconvenience Because good customer service is very important to us, I was disturbed by your description of the unacceptable service your relatives received 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 Your comments have been forwarded to the responsible manager for appropriate action As a token of my regrets for your relative’s disappointment, two electronic Transportation Certificate in the amount of $each is being held on file for [redacted] and [redacted] It is valid towards the purchase of future Amtrak travel The Certificate must be redeemed on or before September 25, and is not transferable To redeem the Certificate, please kindly call our toll-free number, 1-800-USA-RAIL (###-###-####), and ask for the Customer Relations Desk prior to making payment on a reservation The Customer Relations Desk is open Mondays through Fridays between the hours of 7:a.mand 10:p.mEastern Time Again, thank you for writing We hope to see you on board again soon Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

From: Farmer, AlusterDate: Fri, Jan 2, at 10:AMSubject: Case ID [redacted] - [redacted] ***To: " [redacted] ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org>Dear [redacted] :Thank you for your recent correspondenceThe fare ** [redacted] purchased required cancelation prior to travel to be eligible for a refund As a courtesy, we issued ** [redacted] a Transportation Certificate in the amount of $on November 22, 2014, which is valid towards future Amtrak travelOnce again, thank you for writing Sincerely,Aluster *FCustomer Relations Specialist Case #: --Original Message--From: [redacted] Date: 11/14/2:08:PMAs mentioned, I did not get on the Amtrak Train, The Texas Eagle, that at that time, was scheduled from Chicago, Illinois to Dallas, Texas on that particular scheduled route I had paid the sum of $on November 3, I had only gotten to Chicago, Illinois from New York City, New York I do not believe that it is ethical for Amtrak to have not issued some sort of refund or future travel voucher for the other part of that itinerary that I did not use, yet had paid for If you cannot issue a partial refund, then I would appreciate a voucher for future travel, since I need to return to New York at the end of this month Today's date is Friday, November 14, 2014.Please remedy this issue immediately Thanks.Respectfully, [redacted] ***Tel: ###-###-#### / ###-###-#### [redacted] ***--Original Message--From: [redacted] Date: 11/14/2:24:PMTo: [redacted] @amtrak.comMessage:I had paid the sum of $for an Amtrak travel excursion from New York City, New York to Dallas, Texas on 11/3/via using my [redacted] when I had paidI had only taken Amtrak to get from NYC, NY to Chicago, IL, but did not use the part of the ticket that departed from Chicago, IL to Dallas, TXIn fact, I had to take a chartered bus instead because of safety issues going on inside of the Chicago Union Station boarding areas where the security guards there were using scanning devices to extract identifications infofrom driver licenses etcin addition to attempting to scan banking cards data from persons attempting to legally board the Amtrak train known as The Texas Eagle, departing from that Chicago Union Station from the City of Chicago, Illinois, U.SI witnessed the fraudulent security guards there using bogus 'security scanning devices' in a futile attempt to SCAN info from wallets, travel bags, etcbecause a lot of those poor [redacted] trash ies are extremely broke and/or very poorTHOSE ieS ARE CROOKS!!!!!!!!!!! They were not really interested in protecting the passengers at all! They were attempting to steal data from what they had in their wallets, such as i.dcards/driver licenses, banking cards, passports, immigration cards (permanent resident cards,etc.) I witnessed THAT there!!! That's the reason I did not get on that train on that day of The Texas Eagle from that Amtrak stationThe security guards were wearing Amtrak uniforms or security guard uniforms pretending "checking for terrorists"THOSE PEOPLE ARE FRAUDS! All of them

From: S***, Vanessa< [redacted] @amtrak.com>Date: Tue, Feb 3, at 12:PMSubject: [redacted] - your id # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] , This passenger’s complaint was already resolved with an apology by telephone by our customer relations representatives The Transportation Certificate that was sent to the wrong address was resent to the correct address in the amount of $ Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

November 3, *** [redacted] ** [redacted] Dear [redacted] : Thank you for your recent correspondence I understand how frustrating a misunderstanding can be, and we are extremely sorry that communications between you and one of our Ticket Agents evidently “misfired.” In the customer service business, we realize that excellent listening and communications skills are vital Even though such instances as you report are comparatively rare, they are always disappointing We are sorry that you were not aware that changes to your reservation would result in your paying a higher fare Amtrak offers several different fare costs between each city pair The least expensive fares are sold on a first come first served basis Once these fares are sold the next highest fare is offered When passengers change their reservation, we offer the lowest fare available, but we cannot guarantee the same fare will be available when changes are made 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 We do not offer refunds in these cases; however, in an effort to win back your patronage, we have enclosed a Transportation Certificate in the amount of $ This Certificate is valid for one year towards future Amtrak travel Kindly refer to the reverse side for usage instructions We must respectfully decline your reimbursement request Once again, thank you for writing We look forward to the privilege of serving you in the future Sincerely, Aluster *F [redacted] Customer Relations Specialist Case #: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for doing the "right" thing and even though it took months thank you for getting back to me Regards, [redacted]

To: ' [redacted] Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.com I would like to sincerely apologize for the delays you experienced and the lack of communication you received when you traveled with us in August In a situation such as this, we expect our employees to provide the most up-to-date information available We are sorry that you received otherwise We are working hard to improve the level of customer service that we deliver to each of our passengers and regret that we did not meet your expectations A copy of your letter has been forwarded to the responsible management for review and corrective action in hopes we can provide better service in the future Please accept my sincere apology for your inconvenience Amtrak does not offer refunds in these types of situations As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $is being held on file It is valid towards the purchase of future Amtrak travel The Certificate must be redeemed on or before September 24, 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 Mondays through Fridays between the hours of 7:a.mand 10:p.mEastern Time Once again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa To: [redacted] Sent: Monday, August 04, 12:PM Subject: Amtrak Response Dear [redacted] : Thank you for your correspondence to MrJoseph *B [redacted] I am responding on behalf of the Corporation I am sorry you feel that the Transportation Certificate provided 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 Nevertheless, under the circumstances, I have authorized a partial refund in the amount of $1, A check in this amount will be mailed to you under separate cover You should expect to receive it within the next few weeks You may also keep the Transportation Certificate in hopes that you will travel with us again in the future Again, thank you for writing We value your patronage Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: S***, Vanessa Sent: Wednesday, March 11, 10:AMTo: ' [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 request for additional compensation has been reviewed, again We truly regret that in cases such as yours we do not offer further compensation of any kind Your understanding is appreciatedOnce again, thank you for writing We value your patronage.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

November 24, 2014Dear [redacted] :Thank you for your recent correspondence.We are disappointed that you experienced a service disruption while traveling with 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 business.We are so sorry that you received misinformation from one of our representativesIn spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.We authorized a full refund of your Amtrak fare on September 25, An automated credit in the amount of $was applied to the [redacted] account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generated.In addition, to underscore our regrets for disappointing you, a Transportation Certificate in the amount of $25.00, was mailed to your home addressThe Transportation Certificate is valid for one year from September 20, The certificate was issued in response to an email, there was no telephone contactPlease accept our sincere apologies for the miscommunication.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

October 29, 2014Dear [redacted] ***:Thank you for your recent inquiry.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 businessPlease accept our most sincere apologies for your inconvenience.As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providersWe have authorized a full refund of your Amtrak fareAn automated credit in the amount of $was applied to the [redacted] account by which the tickets were purchasedThis procedure has been performed electronically, and no paper credit receipt was generated.In addition, to underscore our regrets for disappointing you, I am enclosing a Transportation Certificate in the amount of $50.00, which I hope that you will use toward another Amtrak ticket purchaseThe Transportation Certificate is valid for one yearKindly refer to the reverse side for an explanation of how it may be usedPlease accept our most sincere apologies for your inconvenience.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster F Customer Relations Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: 10359544 I am rejecting this response because: This is a multi billion dollar company and for them to not give me my refund back of $60.00 is ridiculous. I will expose this company for who they are in any forum that I can. Starting with giving them a bad score on [redacted] and I was going to take a family trip using this company but that will not happen I will get on [redacted] and be all cramped up instead giving AMTRAK my money Regards, [redacted] ***