Amtrak

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