Amtrak

[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 the delay was caused by an order your command center gave to the train conductor not to wait for the Amtrak Connect bus service from Los Angeles to Bakersfield.  Let me be clear; weather was not the issue.  The issue was and remains Amtrak's blatant disregard for your passengers arriving via your bus service from Los Angeles.  Further, while I personally heard the conversation between the bus driver and the train dispatch/command center, the driver was told not to notify the passengers of the impending delay in Bakersfield due to the departure of our connecting train service.  Your measly offers of a refund and voucher are rejected.  Who is Amtrak's governmental regulatory agency?
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: She talk about Amtrak does not offer refunds in these types of cases but she want us to be happy with $200 VOUCHER , no way is it right that we had to sleep sitting  up/ coach seat when I paid for a bedroom
Regards,
[redacted]

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the problems you experienced with ticketing, which caused a forfeit of your train fare.  Amtrak requires passengers to cancel their reservation...

prior to the train departure time if they are unable to travel with us.  If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued.  Upon your initial contact with our customer service representatives, we understand that as a one-time courtesy, you were issued a Transportation Voucher in the amount of $55.00.  We further understand that you accepted the Transportation Voucher as compensation and that you have already redeemed it towards a new reservation. Once again, thank you for writing.   We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002

From: [redacted]<[redacted]>Date: Wed, Nov 26, 2014 at 10:16 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>I would like to add that upon...

travel the menu was completely misleading charging 3.50 for a salad with dinner when online stated included.  As several other things were out of date.....The employees were beyond courteous and a pleasure if not for that it would have been trio from hell

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 $50.00 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, 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 Mondays 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

From: S[redacted], Vanessa Sent: Wednesday, February 11, 2015 3:07 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 case. Please understand that the Certificate will expire on October 28, 2015 and will not be extended beyond that date.I look forward to your reply.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCFrom: [redacted] [mailto:[redacted]] Sent: Wednesday, February 11, 2015 12:50 AMTo: S[redacted], 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 nice. ThanksSent from [redacted] Mail on [redacted]

Thank you for your correspondence on behalf of Mr. [redacted]. We are so very sorry that Mr. [redacted] has not received his refunds.  However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr. [redacted]’s reservations.  A...

refund in the amount of $244.00 was issued to a [redacted] account ending in [redacted].  Also, a refund in the amount of $268.00 was issued to a [redacted] account ending in [redacted].  It normally takes 7 to 15 business days before refunds are received by banks and posted to a customer’s account.  We hope that Mr. [redacted] has received his refunds by now and we regret any inconvenience caused.   In addition to our apologies, I have authorized a Transportation Voucher in the amount of $25.  The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices.  The Transportation Voucher is valid until November 27, 2017, but it is not transferable.  An email confirmation will be sent to:  [redacted], which includes the Transportation Voucher number of [redacted], amount, expiration date and additional redemption information.  We hope that Mr. [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase.  Once again, thank you for contacting us.  We value and appreciate Mr. [redacted]’s patronage and patience and hope that we will have the privilege of serving him again.     Sincerely,  Carolyn A. G[redacted]Supervisor Customer Relations

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I regret that you experienced a problem with regard to a refund.  After speaking with our Refunds Research department representatives, I have authorized an automated...

credit in the amount of $125.00 to be made to your([redacted] account.  This transaction was performed electronically and no paper credit slip was generated.  It should appear on your statement electronically within 3 to 7 business days.  Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: Thank you for your recent correspondence. I was sorry to read that you missed the scenery on board your train, due to track work being performed by the freight railroad that owns the track along this route.  Please accept my sincere apologies for your...

inconvenience. Though we understand your frustration, Amtrak does not offer refunds in these types of cases other than the partial refund that is due to you since you did not have use of your accommodation for a portion of your journey.  Therefore, an automated credit in the amount of $367.31 has been made to your American Express account for the loss of your accommodation.  This transaction was performed electronically and no paper credit slip was generated.  It should appear on your statement electronically within 3 to 7 business days.  Depending upon your bank's procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $600.00.  The Certificate must be redeemed on or before July 19, 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 under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations Specialist  Case #: 3008589   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. I am sorry you feel that the Transportation Certificate provided 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.  We believe the compensation that was provided to you is adequate, and respectfully decline your request for additional compensation. Once again, thank you for writing.  We value your patronage and hope that you will travel with us again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com regarding your parents’ travel experience. I am sorry for the delays your parents encountered when traveling with us from Los Angeles to Little Rock recently.  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 parents’ inconvenience.  We would very much like to have the opportunity to serve your parents again under better circumstances, 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 parents’ inconvenience.  It is not our intention to compensate at one hundred per cent of the value of the trip, but rather to offer a discount on future travel in hopes that your parents 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 your parents will change their mind, and as a token of my regrets for disappointing them, I will hold on file for them a Transportation Certificate in the amount of $300.00.  The Certificate must be redeemed on or before June 28, 2016 and is not transferable.  I hope your parents will use it toward their next Amtrak ticket purchase.  To redeem the Certificate, please have them 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 parents’ Certificate is being held electronically and can only be redeemed by calling Customer Relations.  Please have them refer to case number [redacted] when they call. Once again, thank you for writing.  We look forward to the privilege of serving your family again in the future. Sincerely,     Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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:Good day, [redacted].  I thank you for your attention to this case.The answer is an emphatic no, on the reimbursement of funds.  As I have mentioned, before, we ended up cancelling the second half of our trip, well within refund guidelines.  We did NOT receive any refund, nor any form of compensation from this exchange.  We have the paper trail to prove it.  Shame on them.I am actually terribly ashamed of the blatant dishonesty in this exchange, as your offices have been lied to, since day one.Please acknowledge this very solid fact.  Have them look into this, and provide any sort of proof, which they cannot.Either we get this settled, and honestly, or I take the complaint to very public exposure channels, as many as I am able to find.  As I have mentioned, this will include legal counsel, and/or my Washington Representatives, and every form of media at my disposal.This has been an absolutely shameful display of abject dishonesty, on the part of Amtrak and its representatves.Thank you again, for your attention to this matter.  I am hoping that we can find our way to the very established Truth, and beyond their attempt to tire the matter.Have a wonderful day.[redacted]
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Wednesday, March 11, 2015 10:20 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 appreciated. Once again, thank you for writing.  We value your patronage.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Thank you for your recent correspondence.Employees are expected to treat our valued customers with courtesy and respect, and we are Sorry to learn that this did not occur. We understand and appreciate the importance of good customer service. Please forgive us for causing you both dismay and...

inconvenience on this occasion.Amtrak uses the same system to verify gift card accounts that you will see used in stores, etc. The computerized verification searches for the available amount of credit and whether or not there is any type of hold or cancellation notice on the account. Once these hackers have your account number, they are smart enough to know that you will not realize they have your information right away. That gives them plenty of time to cover their tracks before the customer can notify the gift card issuer of the theft.I would suggest that you contact your local Police Department to conduct the investigation into this theft. I realize that you are very upset over what happened, but your local Police Department typically have the resources and authority to investigate such cases. We certainly understand your frustration and inconvenience in this matter.Once again, thank you for Writing. Sincerely,Aluster L. F[redacted] Customer Relations Specialist

Sent: Tuesday, April 19, 2016 1:22 PMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of our records, I noted that you were...

issued a refund in the amount of $584.10 on July 20, 2015.  This refund was processed to a credit card with the numbers ending in 1523. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. With regard to your concerns about traveling with your service animal on board Auto Train, Amtrak’s policy requires passengers to care for their own service animals, which is...

consistent with ADA rules.  If there are unique circumstances where a passenger is unable to do so and is not traveling with a companion who can care for the animal, a passenger should let Amtrak staff know what accommodations are needed in advance of travel.  These cases are addressed on a case by case basis.   Amtrak does not offer refunds in these types of cases, and we would very much like to have the opportunity to serve you again under better circumstance.  Therefore, we are still holding on file for you a Transportation Certificate in the amount of $200.00.  As previously stated, the Certificate must be redeemed on or before November 22, 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.  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, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed to hear that you were not able to travel with us. Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us. If a passenger does not...

cancel their reservation, the fare is forfeited and a refund or voucher will not be issued.As a one-time courtesy, we have enclosed a Transportation Certificate in the amount of $47.00 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

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 so much for your help in the matter! I genuinely appreciate it. 
Regards,
[redacted]

[I've already received this form letter responses from this very rude Amtrak worked Ms. S[redacted]. I've requested a full refund of $13.00 back to my [redacted] card which she very rudely refused to do. She offers a certificate which is very self serving and would force me to have to use Amtrak again to receive this compensation]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you for your recent correspondence.It is disappointing to learn that you were not able to occupy your Accessible Bedroom during your journey. We are disappointed to hear of the equipment substitution you experienced on December 18, 2014. Your experiences do not represent our usual level of...

service.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 ak, we can accept no liability 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. Please accept our most sincere apologies for your inconvenience.In light of your inconvenience, we have authorized an automated credit in the amount of $200.00 be applied to the Discover account by which the tickets were purchased. This procedure has been performed electronically, and no paper credit receipt was generated.We hope you will travel again at least partially “on us” using the Transportation Certificate you were previously issued in the amount of $200.00. The Certificate must be redeemed on or before December 23, 2015, and is not transferable. We 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 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 in the future.Sincerely,Aluster L. F[redacted] Customer Relations Specialist