Ideal Systems

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: 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]

Thank you for contacting us. We are very sorry that Mr. [redacted] was not aware that we had authorized his refund in the amount of $444.00 on December 27, 2016.  You may be interested to know that he has called our customer relations number on a few occasions and has been advised that it...

was in process.  Refunds to credit cards normally process within 5 to 7 business days.  Therefore, Mr. [redacted] can expect the refund to be received by the credit card company within a week. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]'s patronage and hope that we will continue to have the privilege of serving his travel needs.  Sincerely, Carolyn A. G[redacted]Supervisor 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Amtrak's response did not seem to address the issue at hand. Instead they seemed to focus on what could be done on the consumer's part to ensure that assistance is given to people with disabilities. The email stated that assistance must be requested before making a reservation. This was unhelpful and irrelevant since, prior to making the reservation, I placed a call to Amtrak and stated in the reservation online that assistance for a passenger with a disability would be needed. Rather than reiterating what was already known, how to book a reservation for someone with a disability, Amtrak's processes and procedures should be looked at instead. The email should've explained how the problem would be fixed, so this does not happen to another customer. In addition, they should contact the Amtrak employees that were unresponsive to my father's needs. The conductor tried to get help, but nobody would help. They also need to explain how my father had a ticket saying that he would need assistance, but they did not have anyone doing this job. In addition, they should try to make it up to my father for putting him in such a dangerous and scary situation. Attached is the ticket that clearly states that assistance was requested in advance. 
Regards,
[redacted] (daughter that booked reservation) and [redacted] (passenger)

We regret that [redacted] is unhappy with the resolution of her case, and certainly understand her concern and disappointment.  However, we must decline to alter our previous position regarding compensation.  [redacted] received the travel that she purchased.  We do recognize her observations and any circumstances she might have witnessed and these were shared with the managers of the train and the Conductor for their determination on how the matter, if necessary, should be addressed.  We hope that all will understand that employee matters are confidential and are not shared with this office or customers.  Please rest assured that we appreciate [redacted]'s comments, as Amtrak's highest priority is the safety and security of our passengers and employees.  Her understanding is appreciated.Sincerely,Carolyn *. G[redacted]Supervisor, Customer RelationsWashington, DC

From: S[redacted], Vanessa Sent: Tuesday, November 10, 2015 9:47 AMTo: '[redacted]@[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

[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:From: Revdex.com of Metro Washington DCDate: Tue, Sep 12, 2017 at 9:24 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] Date: Tue, Sep 12, 2017 at 9:17 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com Amtrak responded to me by crediting me a voucher of $163.00 but I would like an answer on why some of those cars are so dirty and in poor shape. These cars need major renovation and Amtrak does have the money they just won't address the matter and spend. Thank you for listening. Very unsanitary conditions.Regards,
[redacted]