Amtrak

thank you!!!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 10, 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 businessPlease accept our most sincere apologies for your inconvenience.We authorized an automated credit in the amount of $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.We look forward to having you back on board soon under more ideal circumstances.Sincerely,Neekal CCustomer Relations Specialist

From: B***, Sonya
Date: Thu, Nov 13, at 9:AM
Subject: *** *** *** - ID ***
To: "***"
Good morning. The below correspondence was in resolution to the above consumer’s complaint.
Thanks
September 30,
*** *** ***
*** *** *** **
***, VA ***
Dear *** ***:
Thank you for submitting your claim for the loss of your luggage
I am sorry for any inconvenience the loss to your luggage caused when you traveled in August. We have completed our investigation and regret that your bag was not found. As information, Amtrak considers checked and carbaggage as suitably packed clothing, toilet articles, except liquids, and similar personal items. Thus, we do not accept liability for electronics and computer equipment such as computer monitors, headsets, keyboard and mouse, Computer stands, power strips and cables that passengers might decide to pack in their bags. These rules and regulations are available at the stations that accept checked baggage, on our website at www.amtrak.com and in our system timetable. We are sorry that you were unaware that those items that you have reported as contained in your luggage are among those that Amtrak will not cover. Therefore, I regret Amtrak cannot honor that portion of your claim
However, other items that you have listed on the Baggage Claim Statement that you submitted have been approved for reimbursement. Your claim has been approved for $115.00. This amount represents the amount that you paid for your clothing. A check for this amount will be forwarded to you under separate cover. This compensation represents full and final payment in the settlement of your claim.
Sincerely,
Sonya B***
Customer Relations Analyst
Case: ***
Sonya B***
Customer Relations Analyst
MassAve., NE, #2W-
Washington, DC
ATS 777-
###-###-####

From: ***, Vanessa Sent: Wednesday, March 04, 7:AMTo: '***'Subject: Amtrak Response Dear Ms***: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 future. Please feel free to contact me direct if I can assist you with your future travel arrangements. Once again, thank you for your patience and understanding. Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S***, Vanessa Sent: Friday, April 10, 5:PMTo: '***'Subject: Amtrak Response Dear MsL***: We are in receipt of correspondence written on your behalf from the Revdex.com. We are so sorry that your parents
received misinformationfrom one of our reservation agents with regard to seating. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. Because good customer service is very important to us, we are disturbed by your description of the rude treatment your parents received from members of the train crew. Our train crews strive to make our customers' travel comfortable and enjoyable, and I regret 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. Amtrak does not offer refunds in these types of cases. However, as a token of my regrets for your parents’ disappointment, I am holding on file for them a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before April 9, 2016 and is not transferable. I hope they will use it toward their next Amtrak ticket purchase. To redeem the Certificate, please have them call 1-***, 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 look forward to the privilege of serving your family again in the future under better circumstances. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCCase #: ***

From: *** ***
Date: Fri, Aug 8, at 4:PM
Subject: Re: FW: Revdex.com Complaint
To: "S***, Vanessa"
Vanessa,
I don't show ever receiving the response to this complaint
On Mon, Jul 21, at 11:AM,
S***, Vanessa wrote:
Okay. Will respond today
From: *** *** [mailto:***]
Sent: Monday, July 21, 9:AM
To: S***, Vanessa
Subject: Re: FW: Revdex.com Complaint
Hey Vanessa,
Reply back to this email address with your response to the complaint I will contact the Richmond Revdex.com and have them transfer the complaint to me Thanks
On Wed, Jul 16, at 3:PM, S***, Vanessa wrote:
Hi ***,
Here's another Revdex.com complaint that did not come through your office Can I resolve or wait to hear from you? Please advise
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Phone: ###-###-####
Fax: ###-###-####
-----Original Message-----
From: *** ***
Sent: Wednesday, July 16, 2:PM
To: S***, Vanessa
Subject: Revdex.com Complaint
Hi,
It was suggested that I send this to you
***
-----Original Message-----
From: *** ***
Sent: Wednesday, July 16, 2:PM
To: *** ***
Subject: Message from "***"
This E-mail was sent from "***" (*** ** ***)
Scan Date: 14:21:(-0400)
Queries to: amtrk.ad.nrpc.com

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 sincere apologies for your discomfort due to excessive heat.I am sorry that you were not satisfied with the $Transportation Certificate previously issuedI have reviewed your concerns and must respectfully decline your request for reimbursementPlease accept our most sincere apologies for your inconvenience.Thank you for writing, and we are sorry that we cannot help you with a more favorable response.Sincerely,Aluster LF* Customer Relations Specialist

Complaint: ***
I am rejecting this response because: I do not see an attached travel voucher for $ Or should I expect that to arrive in the mail ?
Regards,
*** ***

From: S***, Vanessa
Sent: Monday, August 18, 12:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was sorry
to read that you are unhappy with the resolution of your case. Please accept my apologies for your inconvenience.
Amtrak does not offer refunds in these types of cases, but rather 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. Since you are unhappy with the Transportation Certificate in the amount of $that was offered to you as compensation by our customer relations representative, I will increase the amount of the Transportation Certificate to $400.00. The Certificate is electronic and it is being held on file for your use. The additional Certificate in the amount of $must be redeemed on or before August 18, 2015and is not transferable. I hope you will use the Certificates 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 a.mand 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 value your patronage
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

November 7, 2014Dear *** ***: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 you, Delays due to weather, mechanical difficulties, other rail traffic, or
operational factors are an unwelcome but unavoidable part of the transportation business.We are disappointed to hear of the service disruption you encountered between Pittsburgh and HarrisburgIn 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 businessRegrettably when such incidents occur, we must obtain alternate transportationPlease accept our most sincere apologies for your inconvenience.We have authorized a refund of your Amtrak fare from Pittsburgh to NewarkAn automated credit in the amount of $was applied to the *** 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 $100.00, 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 usedWe must respectfully decline your request for additional compensation.Once again, thank you for writingWe look forward to the privilege of serving you in the future.Aluster FCustomer Relations Specialist

[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: the company has not addressed the rudeness of it's employees, the delay of more than a month through no fault of mine, the fact I have not yet received said certificate and may never know when it will arriveThey should listen to the recordings of their prized customer relations employees and how they treat their customersThey're lucky they are a monopoly
Regards,
*** ***

From: Amtrak Customer ServiceSent: Thursday, February 12, 6:PMTo: '***'Subject:Dear *** ***, Thank you for choosing Amtrak for your travel needs.The Transportation Certificate that was issued to you was returned to us as undeliverable by the U.SPostal Service. Therefore, we are holding on file for you an Electronic Transportation Certificate in the amount of $The Certificate is being held on file until December 26, 2015 and is non-transferable.In order to redeem this certificate, please contact Amtrak's Customer Relations department at the phone number below. The hours are Monday throughFriday, from 7am until 10pm(ET). It would be helpful to refer to your case number below when calling.Thank you for allowing us the opportunity to assist you with this matter.Sincerely,Amtrak Customer RelationsCase #: ***1-800-USA RAIL (872-7245)

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: Anthony G***, OD /CEO
Contact Phone: XXXXXXXXXX
Contact Email: ***@sbcglobal.net
There was no confusion regarding patient chartsOur billing and coding is consistent with the patient's complaints,our
medical findings and with the insurance company requirementsThe patient received medical services for a medical diagnosisThe insurance company informed us that the patient has a co-paymentIt is a violation of federal law to discount or waive a co-paymentAccording to the Deptof Health and Human Services, "It is unlawful to waive co-payments, deductibles, coinsurances or other patient responsibility payments." The patient is therefore liable for the co-payment balanceIf the patient reviews her insurance EOB, she will see the explanation regarding her balance
OFFER:

From: S***, Vanessa Sent: Tuesday, February 03, 12:PMTo: '***@***.COM'Subject: Amtrak Response Dear *** ***: We have received your claim for the loss of your carbaggage. 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

Complaint:
***
I
reject this response as it is full of apologies but no actual substance
Nothing has changed - my dad still has a non-transferrable
$1,travel certificateI ask that you re-consider "policy" and
response to this complaintI agree that transportation was provided and would
consider a lower, but fair, cash compensationTo think that my dad should
subject himself to another trip after this experience is unconscionable. A cash refund of the $upcharge and
$(50% of the roomette) would be a fair conclusion to this situation.
Had I
been given the ADA unit at the original booking, according to the response, the
price would have been lower"The deepest discounts are offered
first and the remaining discounts continue until all are sold out." This could
be a moot point, but it appears as though the respondent ignored
that the original booking was wrong. I don't need the education of supply and
demand, I understand these price fluctuations
The
concern about leaving riders on the platform was not addressed in this
responseThis is utterly unacceptable - you don't see airlines leaving guests
in the jet way, which is the equivalent of what happenedAirlines provide
services to assist passengers, regardless of their travel class, to the
terminalHad Amtrak provided the same level of assistance to get them back to
the depot, there would have never been a fall and potential for a significant
injury. The station personnel should
assist passengers first, and THEN deal with the trashI am sorely disappointed that I was deferred
to an injury hotline regarding the fall on the platformThe Amtrak staff on
site should have relayed this information, or at a minimum customer service
when they were advised of this experienceI feel this is being brushed off -
by the station staff, customer relations as well as responder to this
complaint
I recognize
the delays due to increased freight traffic and associated rail contracts, but
when all communications say 1-hour delays and the actual delays are
significantly higher, this is intentionally misleading communicationIf Amtrak
had been honest about these extended delays more consideration could, and
would, have been given to alternate modes of transportation
As for
the toilet malfunction, there was plenty of time while the train deadheaded in
the middle of nowhere for the engineers to not only troubleshoot, but repair
the toiletAmtrak has a LONG way to go to bring their "equipment and services to the level
of comfort that you have come to expect"Perhaps the minimum
expectation is higher than what Amtrak can attain
By no
stretch of the imagination should Amtrak delude themselves that their service
comes anywhere near the "safe, reliable and efficient
transportation" priority they purportedly strive for
Regards,
*** ***

From: S***, Vanessa
Sent: Monday, August 18, 1:PM
To: '***'
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
It was
disappointing to read that you could not use your multi-ride due to a misunderstanding about the usage. Please accept my apologies for your inconvenience
Before we can consider your request for compensation, we must receive your original ticket. Kindly send this documentation to me at: National Railroad Passenger Corporation, Massachusetts Avenue, NE, Washington, DC 20002. Please send the original ticket as monetary refunds are not authorized on photocopies
When responding you may wish to keep a copy of the document for your records and to consider using certified mail as this protects you in case of loss. Please understand that Amtrak does not require that you use this method of mailing. It would also expedite matters when you respond if you mentioned the case number printed at the bottom of this email
I look forward to your reply
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Case#: ***

From: S***, Vanessa
Sent: Wednesday, August 06, 1:PM
To: '***
Subject: Amtrak Response
Dear *** ***:
We are in receipt of correspondence written on your behalf from the Revdex.com
I was
disappointed to read your report of rude service that you received from our *** Station staff. At Amtrak, we recognize that customer service is critical to the Corporation’s success as a transportation carrier. We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner. I am sorry that you received otherwise. I have documented your correspondence for the station management for their review and correction. Please accept my apologies for your inconvenience
Customer comments play an important role in how we offer our service, and thank you for taking the time to write to us
Sincerely,
Vanessa S***
Customer Relations Specialist
Office of Customer Relations
Washington, DC

I had the pleasure of taking the southwest chief from Chicago-LA and return on 06/03-06/07/18. there was a fatal train accident at Truxton, AZ. we were forced to detrain at needles CA. there were multiple delays...a freight engine was coupled to the train at flagstaff, which later in the trip it was cut off and the P-42 engines were cut off and turned to be point on the point of the train. there was a 10 hour delay reaching
Chicago. in spite of this, the Amtrak crew did a superb job of accommodating all passengers. I would like to thank the entire crew for...making bricks with no straw..in their utter professional performance during my trip! I cant wait to book another trip!

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the delays you encountered when traveling with us between Milwaukee and Chicago in November.  While we make every effort to deliver our passengers to their...

destinations on time, 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 most sincere apologies for your inconvenience.  We are so sorry that you received misinformation from one of our employees regarding your refund.  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 case, we found that a refund was issued to the credit card account used to purchase your tickets onNovember 23, 2015 in the amount of $48.00.  Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about the difficulties you experienced while traveling with us in January.  Please accept my sincere apologies for your inconvenience. I...

noted that after you spoke with our customer relations representatives, a refund in the amount of $136.57 was issued to the [redacted] account used to purchase your tickets.   Please understand that 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 for your out of pocket expenses. Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC