Ideal Systems

From: H***, Vanessa J< [redacted] @amtrak.com>Date: Fri, Dec 1, at 10:AMSubject: [redacted] - your id # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>fyi Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H***, Vanessa J Sent: Friday, December 01, 10:AMTo: [redacted] @***.comSubject: Amtrak Response Dear ***: We are in receipt of correspondence written on your behalf from the Revdex.comI 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 Amtrak does not offer refunds in these types of cases However, because we value your patronage, we have authorized a Transportation Voucher in the amount of $ 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] @***.com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Once again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer Relations

From: S***, Vanessa Sent: Tuesday, August 11, 9:AMTo: ' [redacted] @ [redacted] .com'Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comI 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 $ The Certificate must be redeemed on or before August 10, 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 a.mand 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 futureSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S***, Vanessa Sent: Monday, May 02, 11:AMTo: ' [redacted] ' < [redacted] >Subject: Amtrak Response Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.comI 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 We take matters such as these seriously, and your comments have been forwarded to the responsible management for review and corrective actionIn situations such as these, we do not offer refunds Therefore, I must respectfully decline to offer the reimbursement that you have requestedOnce again, thank you for writing We value your patronage Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations [redacted] | Washington, DC

[redacted] I do not accept this offer because I know I was wronged and cannot get back my family time that was lost due to amtrak being hours lateI do believe I am still owed the full amount of my ticket which was dollars I have received so I do require the full amount left which is $thank you and as stated before this was my first and last time traveling on Amtrak so I will never need the ticket provided [redacted] [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: I was not ill before I boarded that Amtrak trainThe train had no heat in the last car that I rode inI haven't been sick with a cold for over yearsI was not a little sick it was very severeI still have a ongoing cough from that incidentI am some better yesIt took me weeks to reach where I am health wise I eat healthy and take care of myselfThe train on my return trip didn't have any heat alsoThe cars that I walked through to the dining car had excessive heatI will never ride on any Amtrak train againI value my health a lotWhy would I want to go through what I went through on both trains no.It does not make any sense to meIt just goes to show you Amtrak doesn't care about it's passengers I should be reimbursed because of Amtrak's negligenceI did receive that $which I am returningI have no use for it I would've sent the $back before now but I just wasn't feeling well enough Regards, [redacted]

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

Our new refund/cancellation policy was publicly announcedCustomer has no case regarding this complaint with AmtrakAmtrak considers this matter resolved

Sent: Tuesday, April 19, 1:PMTo: ' [redacted] @***.com' < [redacted] @***.com>Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comAfter a review of our records, I noted that you were issued a refund in the amount of $on July 20, This refund was processed to a credit card with the numbers ending in Once again, thank you for writing We value your patronageSincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC

[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 as Answered] Complaint: [redacted] I am rejecting this response because: She talk about Amtrak does not offer refunds in these types of cases but she want us to be happy with $VOUCHER , no way is it right that we had to sleep sitting up/ coach seat when I paid for a bedroom Regards, [redacted]

Case #: [redacted] was resolved on 1/2/The customer was denied a refund as she did not cancel her reservation prior to departureNo compensation was issued

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, Nov 16, at 10: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] < [redacted] @myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] Date: Wed, Nov 15, at 8:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected],Since filing my complaint I have received an email that a refund will be issued to me by AmtrakI was advised to contact you if the status had changed via the complaint confirmation email, but I could not see a place where to reply hence the update coming through on [email protected] complaint number is [redacted] .Thank you, [redacted] ###-###-####

From: H***, Vanessa J< [redacted] @amtrak.com>Date: Tue, Nov 7, at 10:AMSubject: [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] , This is resolved I do not know the Revdex.com Id # for case howeverVanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [email protected] | Office: ###-###-#### | ATS: 777- From: H***, Vanessa J Sent: Tuesday, November 07, 10:AMTo: ' [redacted] @***.com' < [redacted] @***.com>Subject: Amtrak Response Dear [redacted] : We are in receipt of an email written on your behalf from the Revdex.comI am sorry to learn that you are unhappy about the storage fees you were required to pay for your Express shipment Please accept my apologies for your inconvenience Since information regarding picking up Express shipments as well as storage fees is on the copy of the Contract of Carriage form that you received when you dropped off your shipment, we must decline to honor your refund request Thank you for your patience and understanding Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer Relations

[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] ***

[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 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 consumerAmtrak, 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 boardMoreover, having a train leave the station ahead of its departure time is in direct conflict with advertising and labeling practice lawsUnder 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 departureIn my case, I was at the station more than minutes early and can substantiate my claim with a taxi receipt from the date in questionMy scheduled train departure time was for August 12, at 3:30pmI 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 systemClearly, they do NOT value patronage.- [redacted] Regards, [redacted] ***

From: H***, Vanessa J< [redacted] @amtrak.com>Date: Wed, Jul 12, at 8:AMSubject: From: H***, Vanessa * Sent: Wednesday, July 12, 7:AMTo: ' [redacted] @ [redacted] .com' < [redacted] @ [redacted] .com>Subject: Amtrak Response Dear *** [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI am sorry to hear that you are dissatisfied with the compensation that was offered for the problems you encountered during your recent journey As much as we understand your displeasure with the $Transportation Voucher that was offered, Amtrak is unable to offer any further compensation It is not Amtrak policy to reimburse for completed travel, delay, or expenses that passengers might incur Please accept my apologies for your inconvenienceWe 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 the Transportation Voucher in the amount of $that was previously offered 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] .com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Again, thank you for writing We hope to see you on board again soonSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com |

Thank you contacting us We are sorry that [redacted] were not aware of our cancelation policy Amtrak offers our customers a number a fare options, each with specific booking and cancelation restrictions This information is available on Amtrak.com or by asking a reservation or station agent Electronic travel documents also include cancelation requirements, along with a link to additional details on our refund/exchange policy at Amtrak.com/refund Since [redacted] did not cancel her reservation by the designated time period prior to the scheduled departure time, the fare was forfeited, and we must respectfully decline her request for a refundWhen [redacted] spoke with our Customer Relations Representative on September 26, 2016, she was offered an electronic Transportation Voucher Our offer of a voucher for the unused ticket is still available should she change her mind, prior to September 26, Once again, thank you for contacting us We hope that [redacted] will understand our position and allow us the privilege of future opportunities to serve her travel needs Sincerely, Carolyn *G [redacted] Supervisor Customer Relations

Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comI 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 beenAmtrak 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 $ The Certificate must be redeemed on or before December 6, 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 a.mand 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 futureSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted] : Thank you for your recent correspondenceOn-time performance is a major concern at Amtrak We make every effort to operate on schedule, because we know how frustrating a late train is to our customers We are sorry that your train arrived late and that your family was inconvenienced We are working hard on a number of fronts to improve our ability to run on schedule In spite of our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted Please be assured that we are making every effort to deliver our passengers to their destinations in a timely mannerI am sorry you feel that the Transportation Certificate we offered you is unsatisfactory and that you do not plan to travel with us again Because we value your patronage and in addition to our sincere apologies, I have requested that a partial refund in the amount of $be credited to the [redacted] used for purchase This amount represents the rail fare that you paid for your family's travel Depending on your bank's procedures, please allow at least two weeks before this adjustment appears on your accountAgain, thank you for writing We hope for an opportunity to serve you in the future under better circumstances Sincerely, Aluster [redacted] FCustomer Relations Specialist

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.combecause 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, Once again, thank you for writing We value your patronageSincerely, Vanessa S*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 responseIf 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 handInstead they seemed to focus on what could be done on the consumer's part to ensure that assistance is given to people with disabilitiesThe email stated that assistance must be requested before making a reservationThis 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 neededRather 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 insteadThe email should've explained how the problem would be fixed, so this does not happen to another customerIn addition, they should contact the Amtrak employees that were unresponsive to my father's needsThe conductor tried to get help, but nobody would helpThey also need to explain how my father had a ticket saying that he would need assistance, but they did not have anyone doing this jobIn addition, they should try to make it up to my father for putting him in such a dangerous and scary situationAttached is the ticket that clearly states that assistance was requested in advance Regards, [redacted] (daughter that booked reservation) and [redacted] (passenger)