Amtrak

January 2, 2015Dear [redacted]: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.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 accept our most sincere apologies for your inconvenience.In light of your inconvenience, I have authorized a partial refund of your Amtrak fare. An automated credit in the amount of $200.00 was applied to the [redacted] account by which the tickets were purchased. This 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 $200.00, which I hope that you will use toward another Amtrak ticket purchase. The Transportation Certificate is valid for one year. Kindly refer to the reverse side for an explanation of how it may be used.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster F Customer Relations Specialist

[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: This is the same blanket statement that I received on the phone. I want someone with authority to follow up that the car has been repaired so no other passengers will have to suffer from a car in disrepair. I want it in writing that the issue has been repaired and a contact name for me to contact when I follow up on the repairs. Once again I am not interested in your $75.00 because I have no intention of traveling on Amtrak.  Fix the problem.
Regards,
[redacted]

I realize that problems occur and things can happen while traveling.. According to the response, it says it has given training to their attendant and station employees. This is the second time the same employee has done that after to the people downstairs. The first time was on a trip going home from a trip to see my family. Now I am pretty sure that this employee worked over the time in the year or year and a half between the two trips.. I called and filed a complaint then and yet the same employee is still doing the same job and performing it in the same way Not service to the people down stairs in disabled seating. I find that the trips out from Washington DC to Chicago which is my usual trip is always good.. The employees are helpful, they come down and check on the passengers, we are given opportunities to purchase food for ourselves, but the trip back through Washington home, is always a problem of one sort or another. I think that if they truly accepted and listened to these things, that are brought to their attention that the same employees would not be having the same conduct. They want to give a voucher for travel to win me back or have me return. I have done that already several times. How many times does a company have to be told about a problem before they act and how many times does a person have to try and come back to a company just to encounter the same old problems. I consider the attendants actions border line criminal. To neglect people who need to travel and train is the only option that they have and to be left without food or anything is just not right. 
 Complaint: [redacted]
I am rejecting this response because:
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:
The website did not clearly state that this fare was not refundable. I contacted the business via phone multiple times, receiving recordings on several of my attempts. When I finally did speak with a representative, I was told I only qualify for an e-voucher. After this extremely poor experience, I do not want to schedule any other trips with Amtrak. I contacted the business as quickly after I accidentally booked the wrong dates (which was immediately, but since it was after hours, I just reached an automatic recording which was useless). This is absolutely unacceptable. The trip I accidentally booked isn't until January - Amtrak has plenty of time to resell the tickets to someone else. this is such poor customer service - I have NEVER had problems like this and I book a significant amount of travel online. This was my very first trip with Amtrak and I can guarantee you it will be my last. I will also be writing reviews on social media sites and as many outlets as possible to advise as many people possible of these POOR business practices. 
Regards,
[redacted]

To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com.
I am sorry to learn that your daughter was removed from the train when they traveled in June.  It is...

regrettable when a situation such as this occurs. 
Each train has a Conductor who is in charge of it.  The Conductor is responsible for maintaining smooth operation of the train.  At the discretion of the Conductor passengers may be removed from the train with the assistance of Amtrak Police or the local police when warranted.  We regret such an occurrence.  There are a number of reasons that it may occur, and I am sorry this happened to your daughter. 
Once again, thank you for writing.  We value your patronage and hope we may serve you again under better circumstances.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Amtrak should allow refunds to passengers when they encounter a situation with a conductor I am disturb by this because a passenger should receive a refund for poor service I am going to take action against this situation if its not resolved Regards,
[redacted]

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 a refund.  As a one-time courtesy, we will add a note to your file that your Certificate may be extended through September 30, 2016.  Once again, thank you for writing.  We value your patronage and hope that you will travel with us again under better circumstances.

From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:59 PMTo: '[redacted]@[redacted].COM'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to read about the difficulties you had with...

obtaining a refund for your ticket.  Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us.  Please accept my apologies for your inconvenience. Due to the change in Amtrak’s Refund Policy, I cannot offer you a refund.  However, as a one-time courtesy, I am holding on file for you a Transportation Certificate in the amount of $37.00.  The Certificate must be redeemed on or before August 6, 2016 and is not transferable.  We 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 <[redacted]@amtrak.com>Date: Fri, Sep 4, 2015 at 10:02 AMSubject: Thomas - YOUR ID #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>fyi Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:  ...

       ###-###-#### From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:02 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the problems you have experienced regarding your rail fare.  After speaking with our Refunds department, we have been advised that there was only one charge made against your account for $54.00.  Also, there is a refund that was processed to your account on August 31, 2015  in the amount of $27.00.  Please accept our apologies for your inconvenience. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

I meant to say that, "They couldn't issue me an exchange [which is what I wanted], so they refunded it instead"

From: S[redacted], Vanessa
To: [redacted]
Sent: Monday, August 04, 2014 12:59 PM
Subject: Amtrak Response
 
Dear [redacted]:
 
Thank you for your correspondence to Mr. Joseph *. B[redacted].  I am responding on behalf of the...

Corporation.
 
I am sorry you feel that the Transportation Certificate provided 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 a partial refund in the amount of $1,597.00.  A check in this amount will be mailed to you under separate cover.  You should expect to receive it within the next few weeks.  You may also keep the Transportation Certificate in hopes that you will travel with us again in the future.
 
Again, thank you for writing.  We value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

From: Farmer, Aluster<[email protected]>Date: Fri, Jan 2, 2015 at 10:48 AMSubject: Case ID [redacted] - [redacted]To: "[redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Dear [redacted]:Thank you for your recent correspondence. The fare **. [redacted] purchased...

required cancelation prior to travel to be eligible for a refund.   As a courtesy, we issued **. [redacted] a Transportation Certificate in the amount of $106.00 on November 22, 2014, which is valid towards future Amtrak travel. Once again, thank you for writing.  Sincerely,Aluster *. F[redacted]Customer Relations Specialist  Case #: 2936084 --Original Message--From: [redacted]Date: 11/14/2014 2:08:35 PMAs mentioned, I did not get on the Amtrak Train, The Texas Eagle, that at that time, was scheduled from Chicago, Illinois to Dallas, Texas on that particular scheduled route.  I had paid the sum of $214.20 on November 3, 2014.  I had only gotten to Chicago, Illinois from New York City, New York.  I do not believe that it is ethical for Amtrak to have not issued some sort of refund or future travel voucher for the other part of that itinerary that I did not use, yet had paid for.  If you cannot issue a partial refund, then I would appreciate a voucher for future travel, since I need to return to New York at the end of this month.  Today's date is Friday, November 14, 2014.Please remedy this issue immediately.  Thanks.Respectfully,[redacted]Tel:  ###-###-#### / ###-###-####[redacted]--O...⇄ Message--From: [redacted]Date: 11/14/2014 2:24:57 PMTo: [redacted]@amtrak.comMessage:I had paid the sum of $214.20 for an Amtrak travel excursion from New York City, New York to Dallas, Texas on 11/3/2014 via using my [redacted] when I had paid. I had only taken  Amtrak to get from NYC, NY to Chicago, IL, but did not use the part of the ticket that departed from Chicago, IL to Dallas, TX. In fact, I had to take a chartered bus instead because of safety issues going on inside of the Chicago Union Station boarding areas where the security guards there were using scanning devices to extract identifications info. from driver licenses etc. in addition to attempting to scan banking cards data from persons attempting to legally board the Amtrak train known as The Texas Eagle, departing from that Chicago Union Station from the City of Chicago, Illinois, U.S. I witnessed the fraudulent security guards there using bogus 'security scanning devices' in a futile attempt to SCAN info from wallets, travel bags, etc. because a lot of those poor [redacted] trash ies are extremely broke and/or very poor. THOSE ieS ARE CROOKS!!!!!!!!!!! They were not really interested in protecting the passengers at all! They were attempting to steal data from what they had in their wallets, such as i.d. cards/driver licenses, banking cards, passports, immigration cards (permanent resident cards,etc.) I witnessed THAT there!!! That's the reason I did not get on that train on that day of The Texas Eagle from that Amtrak station. The security guards were wearing Amtrak uniforms or security guard uniforms pretending "checking for terrorists". THOSE PEOPLE ARE FRAUDS! All of them

From: S[redacted], Vanessa 
Sent: Thursday, September 25, 2014 11:12 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from Revdex.com.
 
Let me apologize on Amtrak’s behalf for the delays and service disruption that your relatives  experienced when they traveled with us in August.  We certainly understand the 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.  Please accept my sincere apology for their inconvenience.
 
Because good customer service is very important to us, I was disturbed by your description of the unacceptable service your relatives 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 appropriate action. 
 
As a token of my regrets for your relative’s disappointment, two electronic Transportation Certificate in the amount of $153.00 each is being held on file for [redacted] and [redacted].  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before September 25, 2015 and is not transferable.  To redeem the Certificate, please 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 open Mondays through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.  
 
Again, thank you for writing.  We hope to see you on board again soon.
 
Sincerely,
 
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I am always in full control of my service animal, but feel it unaccptable that after booking a lower level room that we had to climb steps, cross through moving train cars with a dog, then wait in the dining car for over 40 minutes, in addition to climbing down steps and having to jump at least 24" from the train and also jump back into the train.  This is not acceptable, nor is it appropriate.  A ramp, step or platform should have been made available to us.  I request a full refund of my travel expenses.
Regards,
[redacted]

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.
It was disturbing to read about the unacceptable service you experienced regarding the long wait time to speak with our customer relations representatives.  Your letter is being shared with the appropriate management for review and correction. 
Amtrak does not offer refunds in these types of cases.  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 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 Mondays through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.  
Again, thank you for writing.  We hope to see you on board again soon.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

Aloha Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that that is the same response I previously received. Thus, I will resubmit my claim in its entirety again. Thank you very much for your assistance.
A hui hou,[redacted]

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.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.As much as we regret the inconvenience to you, Amtrak does not provide reimbursement of expenses incurred with other service providers. We have authorized a full refund of your Amtrak fare. An automated credit in the amount of $59.00 was applied to the [redacted] account by which the tickets were purchased. This 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 purchase. The Transportation 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

From: S[redacted], Vanessa Sent: Tuesday, November 10, 2015 9:47 AMTo: '[redacted].com'Subject: Amtrak Response Dear [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.  I have forwarded a copy of your letter to the responsible management for review and appropriate handling.  Amtrak does not offer refunds in these types of cases.  Therefore, I must respectfully decline your request for reimbursement.  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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Mr. E[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud.  Please accept my sincere apologies.  After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number.  We cannot locate information with just your name.  We need travel dates and destinations. If you care to, you may forward your information to my attention at :  [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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]