Ideal Systems

From: H[redacted], Vanessa JDate: Mon, Nov 20, 2017 at 10:43 AMSubject: [redacted] - your id # [redacted]To: [redacted]   Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. |...

Washington, DC 20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted]    From: H[redacted], Vanessa J Sent: Monday, November 20, 2017 10:37 AMTo: 'bigmandon@[redacted]d.com' Subject: Amtrak Response Dear Mr. [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 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 inconvenience.  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 $75.  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.  Transportation Vouchers are valid for one time use.  Any remaining unused value will be forfeited upon redemption.  The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable.  An email confirmation will be sent to:  [redacted]@[redacted]d.com, 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 H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations

[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. It was disappointing to read your report of the unacceptable service you received from one of our conductors.  Amtrak takes matters of this nature very seriously....

 Therefore, you may rest assured that your comments have been forwarded to responsible management for review and appropriate action.  As information, each train has a Conductor who is in charge of it, and the Conductor is responsible for maintaining smooth operation of the train.  Please accept my apologies for your inconvenience. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: This office has received correspondence on your behalf from the Revdex.com. We are so very sorry that you boarded an incorrect train in September at Providence.  While we must respectfully decline your request for refund, I have authorized a...

Transportation Voucher in the amount of $100.  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].com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information.  Please accept our apologies for the problems you reported.  We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.  Thank you for selecting Amtrak for your travel needs.  We value and appreciate your patronage. Sincerely,Carolyn ** G[redacted]Supervisor Customer Relations

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

Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience.  I have reviewed your request for a credit of your...

Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points.     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 SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002

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 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]

From: H[redacted], Vanessa J Sent: Thursday, March 16, 2017 10:04 AMTo: '[redacted].com' Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was...

disappointing to learn about the problems you experienced with unacceptable service during a phone call from one of our representatives regarding our service animal policy.  Please accept my apologies for your inconvenience.  Your comments were forwarded to the responsible management for their review and correction. Amtrak rarely offers monetary compensation in these cases; however, I noted that a partial refund was authorized in the hopes that you and your family might consider traveling with us again.  We feel it is fair compensation in this case, and we must respectfully decline your request for additional compensation. We hope you will understand our position in this matter, and that you will consider Amtrak as a travel option in the future.    Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |

[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:It wasn't only a matter of "Conductor discretion," per your words, but a matter of services rendered and services not rendered.  Per your employees discretion (to which extent the following conductor at the New York Penn stop admitted the previous one was at fault, and that customers were appalled by people sitting on the floor instead of seats), your Conductor, violated the very basic safety regulations set in place.  Obviously, seats are used for people to sit in, and when there is no compliance set forth between your employees and customers, I would think this would violate several proper travel protocols.  Aside from the lack of safety present on this train, I paid for business class, which is a significantly higher priced ticket than normal economy seating.  Since I paid hundreds of dollars more than these people who got a "freebie" due to this "conductor discretion," maybe the conductor can compensate my loss?  There were plenty of seats available on the quite part of the train, along with several other compartments.  In other words, the lack of space allotted in other carts, which you argue, is flawed.  These safety concerns are not only in violation of federal guidelines, but also should be reported to the proper authority, or in this instance, the NTSB.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Revdex.com,Amtrak reached out to me directly and my response back to them is as follows:
MsS[redacted],
I very much appreciate you reaching out to me directly as Amtrak
customer support does not provide for such an option
I would like to explain this situation from another perspective
This trip, our honeymoon, was booked based off of information provided to us by
Amtrak's website
Amtrak at no time provided me with any explanation as to why we
were being rerouted around the very
reason we chose travel via trainI did speak with Amtrak customer support and
was only told, "work was being done" on a section of track
Aside from the disappointment of the reroute, I was equally
disappointed about the timing of the notificationAs previously stated, the
timing of the notification of the reroute left me in a precarious position
Adding to this was the Amtrak agent telling me that my only options were to
take the trip as scheduled or cancel it altogetherThis left me with no
options whatsoever without spending considerably more money to cover costs
incurred, which at the time went well beyond $2,- the cost of our Amtrak
trip
Amtrak's offer of $toward a future trip is nothing short of
insulting, to be frank$for two people with a sleeper cabin with restroom
and shower (same accommodations as the rerouted trip) will not transport my
wife and I to and from anywhereFor a one-way trip I will be forced to spend
more money on Amtrak or purchase two airline tickets to return
Amtrak is guilty of advertisement, not providing advance
notice for service disruption/reroute and not providing any explanation as to
why this was happeningAdditionally, Amtrak does not provide any way for
someone in my position to contract anyone beyond basic customer service
I truly feel that I have been taken advantage of – for my
honeymoon no less
For your reference, I copied the below information direct from
Amtrak.com below – none of which Amtrak honored in anyway
Experienced travelers say the California
Zephyr is one of the most beautiful train trips in all of North AmericaAs you
climb through the heart of the Rockies, and further west through the
snow-capped Sierra Nevadas, you may find it hard to disagree
The
Zephyr runs daily between Chicago and San Francisco, coursing through the
plains of Nebraska to Denver, across the Rockies to Salt Lake City, and then
through Reno and Sacramento into Emeryville/San Francisco
Reserve
a spacious coach seat for your journey or, for a more luxurious experience,
reserve a roomette or bedroom in one of the Superliner Sleeping Cars
Scenic
highlights include:
Rocky Mountains
Sierra Nevadas
Moffat Tunnel
Colorado's
Gore, Byers and Glenwood Canyons
Winter Park
Truckee River
Donner Lake
San Pablo Bay and the Carquinez Strait
As of today, 3/22/16, Amtrak has yet to provide me with any
detailed information regarding this situation at allI have simply been told
that in "cases such as mine" Amtrak does not offer further compensation
If ever there was a case deserving of further compensation, it
is this oneDue to lack of explanation, timing of service disruption and a
seemingly outright refusal to explain exactly what happened other than "work
being done"; I would say I qualify for further considerationFrom my
perspective, this is borderline fraudulent and I must demand that you
reconsider your stance
If need be, and preferably, I would very much like to discuss
this matter with a supervisor or someone who has the ability and willingness to
reconsider, research the actual facts, consider those facts weighed against my
specific situation and provide me with a detailed verbal explanation, at which point,
I will consider weather or not what Amtrak is offering is fairUnfortunately, Amtrak's
position seems to be that of a forceful "take it or leave" mentality
Please advise at your earliest convenience
Regards,

From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:19 AMTo: '[redacted].com'Subject: Amtrak Response 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 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.  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 $50.00.  The Certificate must be redeemed on or before September 3, 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 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

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with the responsible management regarding your unfortunate experience when speaking with our reservation agents about changing your reservation.  On behalf...

of Amtrak, I would like to offer our sincere apologies for any inconvenience caused to you.  Please be assured that our goal at Amtrak is to provide an enjoyable travel experience for all of our passengers, and I am sorry that we failed in this instance.    After a review of your reservation, I noted that you have two tickets that have not been used totaling $54.00.  Since these tickets are unreserved, there is no need for you to change your travel date.  The tickets can be used whenever you want to travel as long as travel takes place before October 27, 2016.  At that time, the tickets will be expired. 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 email on behalf of Ms. [redacted].  Delays are an unwelcome but unavoidable part of the transportation business.  Please extend to Ms. [redacted] our most sincere apologies for her family’s inconvenience. Amtrak has been working hard to provide our passengers with...

the best possible service.  Therefore, we were sorry to learn that the [redacted] family’s returned trip on Train 98 of November 19 was spoiled by the conduct of their fellow passengers and we regret the discomfort and inconvenience this has caused. As information, train crew members are instructed to make every effort to bring incidents of undesirable passenger behavior under control.  In those rare situations where the welfare or safety of the other passengers is considered endangered, the conductor is authorized to remove the offending individuals from the train for remanding to the civil authorities.  However, as we are confident that all will understand, this authority must be administered judiciously and tactfully and only as a last resort.  Regarding the misinformation that Ms. [redacted] reported she received from our employees concerning a refund.  In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. I have shared her comments with the responsible manager in hopes we can provide better information in the future.  However, if a refund is authorized by an employee, we will gladly honor it if the employee provides the customer with written documentation or they contact our offices to apprise us of what they have authorized.  We have not received any documentation regarding this incident.       When Ms. [redacted] spoke with our Customer Relations Representatives on November 21, she was offered a $400.00 electronic Transportation Voucher for her family to use toward the purchase of their next Amtrak trip.  She declined to accept it.  However, upon further review of her claim, she was issued a $155.00 refund to her [redacted] account.  This amount is equivalent to half of the charges for one of the two bedrooms she reserved on the return trip. Amtrak does not offer refunds when transportation has been provided and accommodations are occupied.  As a one-time exception, I have authorized another refund in the amount of $155.00.  This amount will be credited to the [redacted] account used for purchase and will represent a refund of $310.00, which is one half of the accommodation charges for the customers’ return trip.  We ask that customers allow at least 7 to 10 business days for the refund to be received by their bank.   Once again, thank you for contacting us.  We value and appreciate the [redacted] family’s patronage and hope that we will have the privilege of serving them in the future.   Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations

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 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]

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

[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 body of the email has nothing to do with the main issue I originally reported about. The refund she stated in her email was me canceling part of my trip for personal reasons and this cancellation was after I had already reported AMTRAK to the Revdex.com. Also if they would like to bring up refunds, I have yet to receive that refund and that should have been done on the first of the month and the last time I spoke with someone about the refund was 09/07/2015. As far as doing something about the inconvenience of my triple charge nothing was satisfied but an apology. That doesn't change the fact that AMTRAK held my funds and I was unable to purchase a plane ticket until I escalated the situation and someone finally released the funds. Regardless of what Amtrak says they see in their system, my credit card summary shows AMTRAK charging me three times. 
Regards,
[redacted]

Case #: [redacted] was resolved on 1/2/18. The customer was denied a refund as she did not cancel her reservation prior to departure. No compensation was issued.

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