Amtrak

September 9, 2015  [redacted]PO BOX [redacted]MANCHESTER CENTER, VT  [redacted] Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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 an additional Transportation Certificate in the amount of $30.00.  The Certificate must be redeemed on or before September 8, 2016 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 the privilege of serving you in the future. Sincerely,  Vanessa S[redacted]Customer Relations Specialist Case #: [redacted]Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:          ###-###-####

From: S[redacted], Vanessa 
Sent: Tuesday, September 02, 2014 9:44 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

[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]

[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: [redacted]
I am rejecting this response because:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enough. This was not my only trip I smelled burning fumes. It happened on at least 4 of your trains. As for the refund, you have already promised me a FULL refund, however your agents told me it has to be mailed by check and it can take 2-4 weeks to receive. I am traveling on tour right now and won't be in a place over a week until the end of January. You can find the notes under this case ID [redacted]. If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardless. You speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards,[redacted] "Hell Hath No Fury like a[redacted] Off Consumer"

Sent: Tuesday, September 02, 2014 9:59 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of your further correspondence written on your behalf from the Revdex.com.
 
We would very much like to have the opportunity to serve you again under better circumstances, and I am disappointed that you feel that the Transportation Certificate for the full value your rail fare is unsatisfactory.  As a one-time courtesy, I have placed an additional Certificate on file for you in the amount of 13.00.  This brings the total amount of your Certificate to $26.00.  The additional Certificate must be redeemed on or before September 2, 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. Eastern Time.  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 the privilege of serving you again in the future.
 
Sincerely,   
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: S[redacted], Vanessa 
Sent: Wednesday, August 06, 2014 1:24 PM
To: '[redacted]
Subject: Amtrak Response
 
Dear [redacted].
 
We are in receipt of correspondence written on your behalf from the Revdex.com.
 
I...

regret that your mother-in-law, [redacted], was delayed  when she traveled recently.  Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business.   Most of our trains operate over tracks owned and managed by the nation's freight railroads.  While we are making every effort to correct this, on many lines, excessive freight traffic is causing congestion to such a degree that we are unable to operate on schedule.   Although Amtrak does not guarantee on-time performance, we make every effort to deliver our passengers to their destinations in a timely manner. 
 
When delays occur, we understand the importance of providing accurate and timely information to our passengers as it becomes available to us.  In 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 information.  In 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.  We are sorry that we let your mother-in-law down.
 
We were disappointed to hear that the assistance that your mother-in-law expected was not provided by our station staff nor the train crew.  Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act.  We calibrate our service to assure that we are providing full access to our passengers with disabilities.  As part of our ongoing efforts to provide superior service to our customers with disabilities, an enormously important segment of the American population, we provide in depth training for our on-board and station employees.   Your comments have been forwarded to the responsible management for their review and correction.
 
After a review of your mother-in-law’s reservation, we found that mobility impaired seating was not included in the reservation.  **. [redacted] did have a ticket that was priced with the disability discount, but she was not ticketed to be seated in the mobility impaired seat.  Please accept my apologies for your mother-in-law’s inconvenience.
 
Amtrak does not offer refunds in these types of cases; however, as a token of our regrets for your disappointment, an electronic Transportation Certificate in the amount of $50.00 is being held on file for [redacted]’s use.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before August 1, 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 value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

[redacted]SAN DIEGO, CA  [redacted]  Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It is unfortunate that your bike was stolen while traveling with Amtrak.  Amtrak does not accept...

liability for carry-on items.  However, due to the circumstances surrounding your loss, we are accepting your claim under the policies and procedures for our checked baggage service where our maximum liability is $500.00.  In view of this, a check in the amount of $500.00 has been authorized and will be sent to you under separate cover.  You will receive it within a few weeks.  This adjustment is full and final settlement of your claim for loss of your personal property. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $300.00.  The Certificate must be redeemed on or before August 27, 2016 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 contacting us.  We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs. Sincerely,  Vanessa S[redacted]Customer Relations Specialist Case #: [redacted] Vanessa S[redacted]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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again.   Therefore the voucher of $5.00 has no use to me.  Amtrak has been delayed numerous times when I have traveled using it.  This is the first time I have voiced my concerns about the service.  Before that I had been a long term customer.  Again the voucher has no use.  I am not truly being compensated for anything.
Regards,
[redacted]

November 3, 2014
 
 
[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 $488.00.  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]

From: S[redacted], Vanessa 
Sent: Wednesday, August 06, 2014 1:39 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 $13.00 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, 2015 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 7:00 a.m. and 10:00 p.m. Eastern Time.
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me upon receiving the credit amount they disclosed. 
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Friday, January 30, 2015 3:32 PMTo: '[redacted]'Subject: Amtrak Response Dear [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to hear that the assistance that your...

father expected was not provided to him.  Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act.  We calibrate our service to assure that we are providing full access to our passengers with disabilities.  As part of our ongoing efforts to provide superior service to our customers with disabilities, an enormously important segment of the American population, we provide in depth training for our on-board and station employees.   Please accept my sincere apologies for your father’s inconvenience.It was disappointing to read about the problems you experienced with regard to the difference in fares you had to pay when making any changes to your father’s reservation.  There is no penalty charged when customers have to exchange tickets.  Amtrak, similar to airlines, uses a pricing system that allows fare reductions based upon availability when tickets are purchased in advance.  The fares can vary depending upon the train, date, and how many seats or accommodations have already been sold on a particular train at a given point in time.  Under this system, there are several possible fares from one point to another.  The deepest discounts are offered first and the remaining discounts continue until all are sold out.  When you had to make changes to your father’s reservation , the agent correctly offered you the best available fare.  I apologize that the same or a lower fare was not available.Please accept my apologies for the delays your father experienced.  Most of the track over which Amtrak operates is owned by freight railroads with which Amtrak has contractual agreements.  Unfortunately, our trains can be delayed by a large number of freight trains utilizing the same tracks.  While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.  We are making every effort to deliver our passengers to their destinations in a timely manner.  I regret that we failed on this occasion. We also apologize for the toilet malfunction your father experienced during your journey.  Amtrak's first priority is to provide safe, reliable and efficient transportation.  We have concentrated our efforts on expediting repairs to equipment, rails and rights of way.  Our progress thus far includes major overhauls of sleepers, coaches, locomotives and track.  We 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 goal.Regarding your report of your father’s injury, a different office handles these matters.  Kindly contact Amtrak’s Injury Reporting Hotline at ###-###-#### regarding your concerns. I am sorry you feel that the Transportation Certificate provided by our Customer Relations Desk is unsatisfactory.  Amtrak’s policy is not to offer refunds when transportation is provided.  Therefore, we feel that the Transportation Certificate for the full value of your father’s fare is fair compensation.  Therefore, we are holding on file for your father a Transportation Certificate in the amount of $1,314.00.  The Certificate must be redeemed on or before October 28, 2015 and is not transferable.  I hope your father will use it toward his next Amtrak ticket purchase.  To redeem the Certificate, please have him 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 the Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing.  While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances.Sincerely,                            ...⇄                                         ...⇄ S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa Sent: Monday, May 02, 2016 11:39 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the...

importance of good customer service, and I am disturbed by your description of the treatment you received during your trip.  The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train.  With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise.  We take matters such as these seriously, and  your comments have been forwarded to the responsible management for review and corrective action. In situations such as these, we do not offer refunds.  Therefore, I must respectfully decline to offer the reimbursement that you have requested. Once again, thank you for writing.  We value your patronage.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

Dear Mr. **:Thank you for your recent correspondence.I appreciate your taking the time to bring this issue to my attention. I have contacted Amtrak Customer Relations regarding the discrepancy of the 500 Amtrak Guest Rewards bonus points that you did not receive. As a courtesy, Amtrak Guest Rewards...

has confirmed that the 500 bonus points have been added to your Guest Rewards account. Please accept our most sincere apologies for your inconvenience.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster L. F[redacted] Customer Relations Specialist

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would to assist you with your case, but I am having trouble finding your reservation in our computer files.  Could you kindly provide me with your reservation number and/or...

travel date? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Sent: Tuesday, April 19,...

2016 1:08 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April 14.  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.  Amtrak does not offer compensation in these types of cases.  Therefore, we must respectfully decline to honor your request for compensation. Customer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us.  We hope to have the privilege of serving you in the near future.    Sincerely,  Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

January 21, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you had an error in your online purchase with Amtrak. We can certainly understand the inconvenience and frustration this error has caused you.As much as we regret the inconvenience to you, Amtrak...

requires cancelation prior to travel to be eligible for a refund. We would very much like to have the opportunity to serve you again under better circumstances. Therefore, we have enclosed a Transportation Certificate in the amount of $59.00 which is valid towards future Amtrak travel. Kindly refer to the reverse side for usage instructions.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F.Customer Relations Specialist

Thank you for contacting us. We are very sorry that Mr. [redacted] was not aware that we had authorized his refund in the amount of $444.00 on December 27, 2016.  You may be interested to know that he has called our customer relations number on a few occasions and has been advised that it...

was in process.  Refunds to credit cards normally process within 5 to 7 business days.  Therefore, Mr. [redacted] can expect the refund to be received by the credit card company within a week. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]'s patronage and hope that we will continue to have the privilege of serving his travel needs.  Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry you did not receive the assistance that you needed when you traveled with us recently.  I have been in touch with our station managers regarding your unfortunate...

experience.  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.  Regarding your damaged carry-on baggage, 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 carry-on items 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 carry-on baggage. 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[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that you are due a refund since we did not deliver you to your final destination of Bangor.  However, before we can consider...

your request for compensation, we must receive your original bus ticket.  Kindly send this documentation to me at the following address:  National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002.  Please send the original busticket as monetary refunds are not authorized on photocopies. 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 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 mention case number  [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC