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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Under the Consumer Protection Law, I am lawfully afforded the right to be informed for a service that I have paid for as a consumer. Amtrak, in this case, failed to provide working monitors and sufficient track/boarding information; a sufficient amount of staff representatives, as well as a reasonable time allowance for passengers to board. Moreover, having a train leave the station ahead of its departure time is in direct conflict with false advertising and labeling practice laws. Under such laws, a consumer has the right to expect that the printed departure time on their train ticket will correlate accurately with that train's departure. In my case, I was at the station more than 30 minutes early and can substantiate my claim with a taxi receipt from the date in question. My scheduled train departure time was for August 12, 2016 at 3:30pm. I arrived at the station at 2:51pm (see attached).If Amtrak does not honor their original agreement in providing a service that I paid for and had a reasonable expectation to come to expect, then I will have to seek legal restitution and compensation using the court system. Clearly, they do NOT value patronage.- [redacted]
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss of your 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 SpecialistOffice of Customer RelationsWashington, DC

My 4 sisters and I took a trip to Oregon by Amtrak. We left St Cloud Minn on train 27 for Portland on April 9, 2018. We chose sleeper cars, our only complaint was that car smelled like a port-a-pot the complete time we were on the train. Our attendant was Terrence and he was absolutely fantastic! The food was exceptional! The only other disappointment was the windows in the observation car were very dirty (the inside) with finger prints etc etc... hard to get a good picture through them.

Go ahead and brush this off like nothing  and ill accept the response. its not like anything is going to change, its all going to remain the same.. Amtrak can best believe ill never ride the train again.

From: S[redacted], Vanessa Sent: Monday, August 10, 2015 3:06 PMTo: '[redacted].COM'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss...

of your 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. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCWashington, DC

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your unfortunate experience when you traveled with us in March.  On behalf of Amtrak, I would like to offer our sincere...

apologies for the service you received and any inconvenience caused to you.  Our train crews 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.  We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support.  Therefore, we 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 for one year towards future Amtrak travel and is not transferable.  An email confirmation will be  been sent to:  [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information.  Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.  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

CONSIDERING I HAVE TO GO BACK AND FORTH EVERY 4 WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DO. EITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIP. FOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT.

Supplemental information.[redacted]

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a cancellation of your hotel reservation while traveling with us. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies...

for your inconvenience.We have verified with our business partner, [redacted], that your hotel reservation was indeed canceled prior to your arrival. On July 31, 2015, records indicate that you were able to secure a room at a higher rate with assistance from an [redacted] agent. [redacted] requested that you submit your receipt for payment; a refund of $99.81 was issued on August 5, 2015. This represented the increase in fare above your original quoted rate.As much as we regret the inconvenience to you, Amtrak provides compensation on case by case basis and we must respectfully decline your request for a full refund of your travel fare. We apologize for the inconvenience that you experienced.As a token of our regrets for your inconvenience, I am enclosing a Transportation Certificate in the amount of $100.00. I hope that 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. 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 F. Customer Relations Specialist

Hi [redacted], A phone call was made to Mr. [redacted] and his case was settled to his satisfaction.  He received $500.00 as a refund for lost bag and $200 Transportation Voucher to travel.  He was agreeable to the resolution.  This case is closed in this office. Vanessa...

S[redacted]Customer Relations Specialist Amtrak Office of Customer Relations

From: S[redacted], Vanessa Sent: Monday, April 06, 2015 1:17 PMTo: '[redacted].com'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 from Del Rio to Los Angeles in March.  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 normally does not provide refunds in these types of cases.  However, due to the circumstances of your case, an exception has been made.  I have authorized an automated credit in the amount of $176.00 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.As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $25.00.  The Certificate must be redeemed on or before April 5, 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 again in the future.Sincerely,   Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], 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

November 10, 2014Dear [redacted]:Thank you for your recent correspondence.We are sorry that there is no record of your changing your departure date to October 27, 2014. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please...

accept our sincere apologies.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. At the time your reservation was modified the lowest available fare resulted in your paying an increase for the difference.We must respectfully decline your reimbursement request.As a courtesy, we have enclosed a Transportation Certificate in the amount of $22.00 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

From: S[redacted], Vanessa Sent: Tuesday, August 11, 2015 9:16 AMTo: '[redacted].com'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 July.  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.  I have been in touch with our train managers  regarding your unfortunate experience on board with climate control.  It was disappointing to read about the unacceptable service you received with regard to this issue as well.  Our train crews 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 all of your comments and addressed appropriately.  Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00.  The Certificate must be redeemed on or before August 10, 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 again in the future. Sincerely,    Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa Sent: Friday, April 10, 2015 5:44 PMTo: '[redacted]'Subject: Amtrak Response Dear Mr. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. We are so sorry that you received...

misinformation from one of our reservation agents with regard to the hold limit on your reservation.  In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.  Please accept our sincere apologies. As a token of my regrets for your disappointment, I am holding on file for you 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 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.  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 value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCCase #:  [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:
I feel the business has not done anything to try and solve this problem. This is not the first time this has happened. The customer service was questionable. The person I spoke to did not know what she was doing as well as there was false advertisement on their website. It not only affected me but many other people as well. 
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. because good customer service is very important to us, we are disturbed by your description of the rude treatment you received.  We expect every Amtrak employee to treat our...

customers with courtesy and respect and to perform their duties in a professional manner.  We are sorry that you received otherwise.  Your comments have been forwarded to the responsible manager for review and appropriate action.  After checking with our Claims department representative, I have been advised that you did not receive the first check mailed to the address provided.  When this occurred, Amtrak had to request a stop payment on that check before a new one could be processed.  I understand that a new check was reissued to you on September 23, 2015.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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.  We are sorry that you were not aware of Amtrak’s Refund Policy.  Amtrak’s policy for refunds, which appears on our public website, Amtrak.com, in national timetable books and on ticket envelopes.  Due to this, we must respectfully decline your request for a refund.  We apologize for the inconvenience that this has caused. 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: Thu, Sep 25, 2014 at 9:12 AM
Subject: Re: open cases
To: "S[redacted], Vanessa" <S[redacted][email protected]>
This was closed as 'Resolved' 8-20-2014.
On Thu, Sep 25, 2014 at 8:03 AM, S[redacted], Vanessa <[redacted]> wrote:
Hi [redacted],
 
Did you get my response to [redacted].  It’s your ID [redacted].  I received a notice that it was closed as unresolved.  Thanks.
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC
Phone:    ###-###-####
Fax:          ###-###-####

[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, unfortunately, satisfactory to me. Although I am severely disappointed in the loss of my equipment, which was a net worth of about $600, if the best the Revdex.com and Amtrak can do is another hundred or so, I guess I can accept these terms. Let it be known that I only accept this fraction of my lost compensation half-heartedly, and I only do so knowing that the system is broken and I'm left with nothing more to argue.  
Begrudgingly, 
[redacted]