Amtrak

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers and station managers regarding your unfortunate experience at New York Penn Station as well as on board your train when traveling with us...

on August 20.  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 and 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. We regret that the restrooms were unsanitary.  Enroute it is the responsibility of the car attendants to ensure that restrooms are cleaned and that supplies are available.  You have our assurance that we will continue to work toward this goal and make progress as we move forward.  Your comments are indispensable for the success of our mission and we appreciate your bringing this to our attention. Amtrak does not offer refunds in these types of cases.  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-[redacted], 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 sent to:  [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information.   Once again, thank you for writing. We value your patronage. Sincerely,   Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

From: F[redacted], Aluster 
Sent: Tuesday, October 28, 2014 1:17 PM
To: '[redacted]'
Subject: Amtrak Response - Case # [redacted]
 
Dear [redacted]:
Thank you for your recent correspondence.
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. 
 
I hope that you will allow me to add my apologies to those already expressed by our Customer Relations Desk for disappointing you.  We hope you will travel again at least partially “on us” using the Transportation Certificate that you were issued in the amount of $110.00.  The Certificate must be redeemed on or before September 16, 2015, and is not transferable. 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[redacted]
Customer Relations Specialist
Case #: [redacted]
--Original Message--
From: [redacted]
Date: 9/4/2014 3:38:58 PM
To: [email protected]
Subject: Travel Feedback
Reservation Number:
Trip/Event Date: 08/25/2014, 07:00
Message:
I was travelling from [redacted] PA to [redacted] MA. The train was 6 hours late and apart from that there was no clear intimation that the train would be so late. I reached the destination 7 hours late and could not find a cab to reach at my home in [redacted].It was a real horrible service and I had to be at the station until 5 AM to get a cab which was not safe for me being a female.

From: [redacted], Vanessa Sent: Thursday, February 26, 2015 1:33 PMTo: '[redacted].[redacted].com'Subject: Amtrak Response Dear Mr. [redacted]: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. Once again, thank you for your patience and understanding.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

I would like for the manager of the Amtrak to explain why the man closed the gate while we were standing in front of the gate waiting on him to put the luggage on the rolling rack for the baggage claim.  He also failed to tell either of the front desk clerks that we were still waiting.  I...

just did not understand the whole process of the clerks rudeness and unhelpfulness.I would like to know what time the gate is closed for baggage claim and the detail process and procedures for processing the luggage.Thank you

Subject: Re: Amtrak Response
To: "S[redacted], Vanessa" <S[redacted][email protected]>
Cc: [email protected]
Ms. S[redacted],
I regret to say that I am still disappointed in the service provided by Amtrak and I am not satisfied by the resolution that you have provided.  I traveled on August 11th on a New York to [redacted] train that did not reach it's final destination.  The fare that I paid for that leg of my round trip from [redacted] to New York was $37.00.  I have no knowledge of the $25 transportation certificate which you mentioned in your previous email as I have never been able to speak with nor have I been contacted by a customer relations' representative even though I have made phone calls, in-person attempts, and written requests over the past seven weeks to resolve this issue.  If a transportation certificate has been issued, it is unclear how the certificate will reach me (i.e. via credit card refund or mailed check).
Can you please explain why my request for a full refund of my ticket was denied and also explain how you understand that I have had a conversation with a customer relations' representative?  You are the first Amtrak representative to contact me regarding my request to Amtrak and subsequent complaint to the Revdex.com.
I understand that delays are unavoidable when it comes to travel; however, I recommend that you make it standard practice to issue refunds to all passengers on trains that do not reach their final destination.  Passengers on my train were transported from Rhode Island to [redacted] on a [redacted] Bay Transportation Authority commuter train after an Amtrak train became disabled.  I believe this would serve to provide a financial disincentive for Amtrak to operate trains which could fail, would eliminate the frustration of customers attempting to seek a refund for a service not provided, and may actually help to give Amtrak the reputation of a proactive rather than slow-to-react organization when it comes to customer service.
Sincerely,
[redacted]

From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:49 PMTo: [redacted]@[redacted].com'Subject: Amtrak Response Dear [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 while traveling with us in June.  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.  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 August 6, 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

Dear Richardine J[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the cold conditions you report that you experienced on our trains.  Amtrak’s first priority is to make sure our passenger cars are in good working order....

 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.  Please be assured that your concerns have been reviewed by the appropriate train managers.    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.    However, I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $50.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa 
Sent: Friday, August 08, 2014 10:32 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear **. [redacted]:
 
We are in receipt of correspondence written on your behalf from the Better Business...

Bureau.
 
It was disappointing to read that  you received misinformation from one of our employees regarding making changes to your reservation and a higher fare.  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 reservation, we found that you booked your reservation at Amtrak.com, and you did not apply the disability discount to your fare at that time.  When you asked to make changes to your reservations, the agent correctly charged an additional fare, even with the disability discount applied.  We are sorry you were not aware that any changes made to an existing reservation may result in a higher fare.  I apologize that a lower fare was not available. 
 
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 $25.00 is being held on file.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before August 8, 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.  It would also expedite matters when you call if you refer to case number  [redacted].
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the difficulties you experienced when attempting to travel on August 12.  Please accept my apologies for your inconvenience.  The boarding...

process varies from station to station, and at some stations it may be necessary to close boarding gates three to ten minutes prior to train departure.  In addition, to monitors at  Washington Union station, our customer service representatives make announcements about boarding times and gate locations.  Amtrak recommends that you plan to arrive at least 30 minutes prior to your scheduled departure to ensure that you will be able to board your train safely.  Complete information regarding boarding can be found on Amtrak.com. Amtrak does not offer compensation in these types of cases.  Therefore, I must respectfully decline to provide the compensation requested. Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

[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: 10359544
I am rejecting this response because: This is a multi billion dollar company and for them to not give me my refund back of $60.00 is ridiculous. I will expose this company for who they are in any forum that I can. Starting with giving them a bad score on [redacted] and I was going to take a family trip using this company but that will not happen I will get on [redacted] and be all cramped up instead giving AMTRAK my money
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 the $100 certificate that was offered toward future travel was not included.  The letter suggest an enclosure, but only the letter was in the envelop.  Further I am disappointed that a complaint made August of 2014 was not addressed until early January of 2015.  
Regards,
[redacted]

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. A different office handles the types of concerns that you have expressed.  So we have forwarded your correspondence for you to our claims office.  You can expect to have a...

response within 30 days. Once again, thank you for writing.  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 acceptable although not entirely satisfactory to me.  it was not only the poor travel conditions but also the lack of communication by the Amtrak employees  to the passengers.
I will accept this only because I know that I am spitting into the wind. If you truly wanted my return bussiness you could have offered something more substantial like a private car or at least half of the total we paid. I was and am more than willing to discuss further, but knowing the world works I will be practical smile and say thank you but I wouldn't hold your breath waiting for me to use your travel voucher. A little could have gone a long way in this situation. I had always dreamed of taking the train across country when I was a kid. At 42 years old I finally got to do it, and it was, along with the lack of sympathy far below what I had thought it would be. For that reason I say thank you for your offer I regretably accept soley because at this point I don't believe I will try AMTRAK again.
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:
I will not travel with Amtrak in the future, therefore, the travel certificate does not have value to me.  I previously replied to Amtrak that the delays were not the main issue.  The extreme heat that was making my daughter, sister-in-law and myself (along with other passengers) very sick.  It was a health issue.  During this time, there was no period in which an Amtrak employee walked through our car to check on the passengers.  The time frame was SEVERAL hours.
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Tuesday, February 03, 2015 12:33 PMTo: [redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf to the Revdex.com.I was sorry to hear your report about...

unacceptable service and lack of assistance when you traveled with us in December.  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 a major effort to serve our customers with disabilities, an enormously important segment of the American population, we have provided in depth training for our on-board and station employees. 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 $74.00 that was provided for you as compensation, as a one-time courtesy, I will add an additional Transportation Certificate in the amount of $25.00.  The Certificate is electronic and must be redeemed on or before February 2, 2016 and is not transferable.  I hope you will use it toward your next Amtrak ticket purchase.  To redeem the Certificate, please call [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 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

November 24, 2014Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a service disruption 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.We are so sorry that you received misinformation from one of our representatives. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result.We authorized a full refund of your Amtrak fare on September 25, 2014. An automated credit in the amount of $37.00 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, a Transportation Certificate in the amount of $25.00, was mailed to your home address. The Transportation Certificate is valid for one year from September 20, 2014. The certificate was issued in response to an email, there was no telephone contact. Please accept our sincere apologies for the miscommunication.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, June 23, 2015 2:10 PMTo: '[redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the climate control issued you...

experienced on our train.  Amtrak’s first priority is to make sure our passenger cars are in good working order.  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.  Please be assured that your concerns have been reviewed by the appropriate train managers.   I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $75.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase.Once again, thank you for writing.  We value your patronage.Sincerely,Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S[redacted], Vanessa 
Sent: Thursday, September 25, 2014 10:27 AM
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 learn about the unacceptable service you received pertaining to the long wait time you experienced trying to reach one of our customer relations representatives.  Your letter is being shared with the appropriate management for review and correction. 
I understand that, as a result of your conversation with our customer relations’ representative, a Transportation Certificate in the amount of $25.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase.
Once again, thank you for writing.  We value your patronage.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, DC

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 Raleigh and Washington 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.  It was disappointing to read about the unacceptable service you experienced.  We stress to our employees the importance of providing accurate and timely delay-related information to passengers to the extent that it is available.  Therefore, we regret that, on this occasion, their performance was clearly not what it should have been. 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 December 6, 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

[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 was not ill before I boarded that Amtrak train. The train had no heat in the last car that I rode in. I haven't been sick with a cold for over 5 years. I was not a little sick it was very severe. I still have a ongoing cough from that incident. I am some better yes. It took me 3 weeks to reach where I am health wise.  I eat healthy and take care of myself. The train on my return trip didn't have any heat also. The cars that I walked through to the dining car had excessive heat. I will never ride on any Amtrak train again. I value my health a lot. Why would I want to go through what I went through on both trains no.It does not make any sense to me. It just goes to show you Amtrak doesn't care about it's passengers.  I should be reimbursed because of Amtrak's negligence. I did receive that $50 which I am returning. I have no use for it.  I would've sent the $50 back before now but I just wasn't feeling well enough.
Regards,
[redacted]