Amtrak

From: S***, Vanessa Sent: Wednesday, February 11, 3:PMTo: ' [redacted] 'Subject: Amtrak Response Dear [redacted] :Thank you for your email.After a further review of your file and as a one-time courtesy, we will allow the Certificate to be transferred to your father’s granddaughter for her use once we have her name to place in the casePlease understand that the Certificate will expire on October 28, and will not be extended beyond that date.I look forward to your reply.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCFrom: [redacted] [mailto: [redacted] ] Sent: Wednesday, February 11, 12:AMTo: S***, VanessaSubject: Re: Amtrak Response Is it transferrable? My dad would like to use for rt tickets from Portland to Seattle for his granddaughter, my niece, in college and this would be niceThanksSent from [redacted] Mail on [redacted]

From: S***, Vanessa Sent: Friday, August 08, 10:AM To: ' [redacted] ' Subject: Amtrak Response Dear ** [redacted] : We are in receipt of correspondence written on your behalf from the RevDex.com It was disappointing to read that you received misinformation from one of our employees regarding making changes to your reservation and a higher fare In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result Please accept our sincere apologies After a review of your reservation, we found that you booked your reservation at Amtrak.com, and you did not apply the disability discount to your fare at that time When you asked to make changes to your reservations, the agent correctly charged an additional fare, even with the disability discount applied We are sorry you were not aware that any changes made to an existing reservation may result in a higher fare I apologize that a lower fare was not available 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 August 8, 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:a.mand 10:p.mEastern Time It would also expedite matters when you call if you refer to case number [redacted] 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 Sent: Tuesday, September 16, 2014 8:40 AM To: ' [redacted] ' Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the RevDex.com. Before we can... proceed further with your case, we will need more specific information. Please provide me with the names of your niece and nephew as well as their date of travel. I look forward to your reply. Sincerely, Vanessa S [redacted] Customer Relations Specialist Office of Customer Relations Washington, DC

From: [redacted] , Vanessa Sent: Thursday, February 26, 1:PMTo: ' [redacted] [redacted] .com'Subject: Amtrak Response Dear Mr***:We are in receipt of correspondence written on your behalf from the Revdex.com.I regret that you are unhappy with the resolution of your case, and I can certainly understand your concern and disappointment However, I hope that you will understand Amtrak's position in this matter and allow Amtrak the privilege of serving you in the futureOnce again, thank you for your patience and understanding.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Thank you for your recent correspondence.Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with usWe certainly understand the frustration this caused youThe delays were beyond Amtrak's immediate controlIn 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.All restrooms are cleaned prior to trains departure for the origin stationEnroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are availableYou have our assurance that we will continue to work toward this goal and make progress as we move forwardYour comments are indispensable for the success of our mission and we appreciate your bringing this to our attention.Amtrak provides compensation on case by case basis and we must respectfully decline your request for a refund of your farePlease allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing youI hope you will travel again at least partially “on us” using the Transportation Certificate you were previously issued in the amount of $The Certificate must be redeemed on or before December 9, 2015, and is not transferable.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster LF* Customer Relations Specialist

February 20, 2015Dear *** ***:Thank you for your recent correspondence.Please accept my most sincere apologies that your Transportation Certificate was not included with my previous responseEnclosed is your Certificate.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

January 2, 2015Dear *** ***:Thank you for your recent correspondence.We are disappointed that you experienced errors when your attempted online purchase with AmtrakWe can certainly understand the inconvenience and frustration this error has caused you.When your credit card was used for multiple online purchases that were attempted but not completed, pending transactions appeared on your method of payment, it is because your financial institution placed a temporary hold on your account to ensure funds would be available if the orders went through.These pending charges are initially holds that temporarily lowered your available balanceYour account was not actually billed by Amtrak because the transactions were not authorizedThese holds automatically expired in accordance to the timeframe set by your financial institution.As much as we regret the inconvenience to you, Amtrak is unable to resolve these pending charges created by your banking institutionWe did not receive any funds for the failed attempts at purchaseI hope that you will allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing youTherefore, we respectfully decline your request for compensation.Once again, thank you for writing.Sincerely,Aluster F Customer Relations Specialist

January 2, 2015Dear *** ***:Thank you for your recent correspondence.Amtrak’s first priority is to provide safe, reliable and efficient transportationWe have concentrated our efforts on expediting repairs to equipment, rails and rights of wayOur progress thus far includes major overhauls of
sleepers, coaches, locomotives and trackWe are committed to bringing our equipment and services to the level of comfort that you have come to expect, and will continue to work toward this goalPlease accept our most sincere apologies for your inconvenience.Employees are expected to treat our valued customers with courtesy and respect, and we are sorry to learn that this did not occurWe understand and appreciate the importance of good customer serviceJust as we have taken vigorous steps to return our railroad to a state of good repair, we are also working hard to improve the level of customer service that we deliver to each of our passengersBe assured that your concerns have been forwarded to the responsible management.As much as we regret the inconvenience to you, we have authorized a full refund of your accommodation chargeAn automated credit in the amount of $was applied to the Visa 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 used. Once again, thank you for writingWe look forward to the privilege of Serving you in the future.SincerelyAluster FCustomer Relations Specialist

From: S***, Vanessa Sent: Wednesday, June 03, 12:PMTo: '***@***.com'Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for
the loss of your caritem. While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service. We hope that you will understand that as passengers do not register caritems with Amtrak, we cannot be held liable for such items. Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carbaggage. As information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies. We suggest that if you have this type of policy, you contact your company agent. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S***, Vanessa
Sent: Thursday, September 25, 8:AM
To: '***
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
It
was disturbing to read about the problems you experienced with one of our station employees. I have been in touch with our station manager regarding your unfortunate experience at our *** Station in July. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you.
Our station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately.
Again, thank you for writing. We hope to see you on board again soon
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S***, Vanessa
Sent: Monday, August 25, 8:AM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was sorry
to read about the difficulty you experienced with exchanging your ticket with the Amtrak app. I have been advised by the representatives from our Marketing department, that the Amtrak app allows customers to change their reservation if it can be changed, which means that sometimes reservations may not be changed through the Amtrak app if the reservation has already classified as a no-show. The method for changing a reservation is a button right as you retrieve your reservation details. Thousands of changes are made to reservations through the Amtrak app every weekand the terms and conditions are also available from the reservation details right next to the payment information
Due to changes in Amtrak’s refund policy, I cannot offer you a refund; however, as a one-time courtesy, 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 August 25, 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:a.mand 10:p.m. Eastern Time
Once again, thank you for writing. We value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S***, Vanessa
Sent: Thursday, September 25, 3:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
We are sorry that your Transportation Certificate was lost or misplaced. Unfortunately, Amtrak classifies all forms of ticketing entitlements including free or reduced rate transportation as accountable documents that may, under certain conditions, be exchanged for transportation by unauthorized persons. In cases, such as these, we do not offer replacement since the Certificate has not been returned to us by the U.SPostal Service. We will consider replacing your Certificate after May 22, 2015, which is the expiration date of your Certificate.
Once again, thank you for writing. We value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

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

Thank you for your recent correspondence.We are sorry that you were unable to purchase a promotional fare on your desired date of travelWe can certainly understand the inconvenience and frustration this caused youOur lowest fares are sold on a first come first served basisOnce these fares are
sold the next highest fare is offeredWe firmly believe, however, that our prices accurately reflect the value of the services we provideNevertheless, 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 programsCustomers who have been able to plan their trips in accordance with the restrictions of these reduced fares have benefited from exceptional travel bargains.As much as we regret the inconvenience to you, we are not able to offer discounted fares that are no longer availableTherefore, we must respectfully decline your request to honor the promotional fare which has sold out.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster LF* Customer Relations Specialist

YesIt came in the mailI'm all set

January 5, 2015Dear *** ***:Thank you for your recent correspondence.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 business.We can certainly understand how valuable a passenger's time is and Amtrak does its best to run on timeHowever, Amtrak provides compensation on case by case basis and we must respectfully decline your request for a refund due to your delayed trainWe apologize for the inconvenience that you experienced.To underscore our regrets for disappointing you, I am enclosing a Transportation Certificate in the amount of $20.00, which I hope that you will use toward another Amtrak ticket purchase and travel the next time at least partially “on us.” The Transportation Certificate is valid for one yearKindly refer to the reverse side for an explanation of how it may be used.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Sincerely,Aluster F Customer Relations Specialist

December 5, 2014Dear *** ***:We have received a copy of your letter to the Revdex.com dated December 10, 2014.I am sincerely sorry for all inconveniences that your lost bag has caused and I regret that we were notable to return your itemsI further regret that you were not
satisfied with the amount rewarded in the resolution of your claim your lost baggageHowever, Amtrak’s maximum liability for items placed in our Checked Baggage service is $A check for that amount was sent to the address provided and is the final settlement of your claim concerning this caseThis liability is posted on our website at www.amtrak.com under Baggage Policy & Service in the Liability Amount section under “Limited Liability.” Please review this reference and understand that we are settling your claim according to our posted policy.Once again, I do regret that this unfortunate incident happened and hope to see you back onboard soon.Sincerely,Sonya BCustomer Relations Analyst

March 13, 2015*** *** *** ***BERKLEY MI ***Dear *** ***:Thank you for your recent correspondence.Let me apologize on Amtrak's behalf for the delays and service disruption that you experienced when you traveled with us. We certainly understand the frustration this
caused you. The delays were beyond Amtrak's immediate control. In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. Please accept our most sincere apologies for your inconvenience.We stress to our employees the importance of providing accurate and timely delay related information to passengers to the extent that it is available. Therefore, we are sorry that, on this occasion, their performance was clearly not what it should have been.I am sorry you feel that the Transportation Certificate provided by our Customer Relations Desk 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 additional compensation in the amount of $60.00, which you will find enclosed. I hope you will use it toward another Amtrak ticket purchase and travel the next time at least partially "on us." The Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used.We look forward to having you back on board soon under more ideal circumstances.Sincerely, Neekal C***Customer Relations SpecialistCase #:*** Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

[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: ***
I am rejecting this response because: I am rejecting this response because the $certificate that was offered toward future travel was not included The letter suggest an enclosure, but only the letter was in the envelop Further I am disappointed that a complaint made August of was not addressed until early January of Hi, I did get the letter from the company, but the certificate was not enclosed Therefore I rejected the offer Please let me know if you have any additional questions Thank you. Regards,
*** ***

October 10, 2013Dear *** ***:Thank you for submitting your claim for damage.Before we can accept a claim for damaged clothing, we require a notation on your claim statement from an Amtrak employee that witnessed the incident, a cleaning cost estimate from a reputable firm which states on its
letterhead stationery the cost to clean your suits, cycling cap and T-Shirts, along with a professional estimate of the age and original cost of the clothing and other articlesIf it cannot be cleaned, please have the firm state this on its letterheadPhotocopies are not acceptable.When responding, you may wish to keep a copy of the documents for your records and to consider using certified mail as this protects you in case of lossPlease understand that Amtrak does not require that you use this method of mailingKindly include your case number, *** when responding.Your patience, understanding and cooperation are very much appreciated.Sincerely,Sonya B Customer Relations Analyst