Ideal Systems

Thank you for contacting us I am responding on behalf of the Corporation.We are sorry to hear that [redacted] is not satisfied with her travel on Train [redacted] on October 6, However, 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, reassigned seating, or placed in café or lounge cars if there is not enough seating in coach or business class Sometimes passengers that are ticketed for a specific train might not be able to board the train at allNevertheless, passengers who are reserved in business class or other accommodations are expected to pay for the travel taken While we regret that [redacted] and others witnessed what they believed to be passengers that were not ticketed for business class, as the Conductor has the discretion to accommodate customers, we do not offer refunds to passengers who were ticketed for the same service and received their travel In view of this, we must respectfully decline to provide the reimbursement requested Kindly be advised that when [redacted] initially sent her email, which we received on October 21, a copy of it was forwarded to the managers of the train for review and appropriate action Once again, thank you for contacting us and bringing this to our attention We value and appreciate [redacted] ’s patronage and hope that any future use of our service will be without incidentSincerely, Carolyn *G [redacted] Supervisor Customer Relations

Dear Richardine J [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI 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 $has been issued as compensation for your inconvenience I hope that you will use it toward the purchase of your next Amtrak ticket purchaseOnce again, thank you for writing We value your patronageSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Customer forfeited her outbound fare, however, she was issued a Voucher for the full value of her return fareNo other compensation will be issued; [redacted] considers this matter resolved

CONSIDERING I HAVE TO GO BACK AND FORTH EVERY WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DOEITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIPFOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT

Thank you for contacting usWe are very sorry that Mr [redacted] was not aware that we had authorized his refund in the amount of $on December 27, 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 to business days Therefore, Mr [redacted] can expect the refund to be received by the credit card company within a weekOnce again, thank you for contacting usWe value and appreciate Mr***'s patronage and hope that we will continue to have the privilege of serving his travel needs Sincerely, Carolyn AG [redacted] Supervisor Customer Relations

Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.comI 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 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 appropriatelyWe 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 attentionAmtrak 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 $ 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 writingWe value your patronageSincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations [redacted] , N.E| Washington, DC

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI 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 $ 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, At that time, the tickets will be expiredOnce 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 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] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe were sorry to learn about the difficulties you experienced when attempting to travel on August 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 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.comAmtrak does not offer compensation in these types of cases Therefore, I must respectfully decline to provide the compensation requestedOnce again, thank you for writing We value your patronageSincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI 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 $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 to 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 onlineOnce again, thank you for writing We value your patronageSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI am sorry you feel that the Transportation Voucher 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 Amtrak does not offer refunds in these types of cases; therefore, I must respectfully decline your refund request While I understand that you are not satisfied with the amount of the Certificate, we feel it is a fair offer and it remains on file We sincerely hope you will consider using it and give us another opportunity to serve your travel needs Once again, thank you for writing We value your patronage Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI 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 additional compensationOnce again, thank you for writing We value your patronage and hope that you will travel with us again under better circumstancesSincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations [redacted] , N.E| Washington, DC

The fares purchased by *** *** required cancelation prior to travel to be eligible for a refund or travel voucherIf not canceled before the scheduled departure, the entire amount is forfeited and cannot be applied toward future travel.*** *** did not travel, and he did not cancel his travel
reservation prior to departureTherefore on February 21, 2018, by telephone, we respectfully declined *** ***’s request for an exception to our Refund Policy

From: H***, Vanessa *Date: Fri, Dec 1, at 11:AMSubject: *** - YOUR ID #***To: *** *** Vanessa H***Customer Relations SpecialistAmtrak Office of Customer Relations From: H***, Vanessa
J Sent: Friday, December 01, 11:AMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It is always valuable to a company to receive customer feedback, and your detailed observations and analysis have given us some excellent ideas of areas to direct our focus. Please be assured that your comments are most welcome and will be taken into consideration as we continue to enhance all aspects of the service we deliver to our passengers. Once again, thank you for your invaluable feedback and we look forward to serving you in the future. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer Relations

From: S***, VanessaDate: Fri, Aug 14, at 5:PMSubject: Chevis - YOUR ID #***To: *** *** FYI Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington,
DCPhone: ###-###-####Fax: ###-###-#### From: S***, Vanessa Sent: Friday, August 14, 5:PMTo: '***@***.com'Subject: Amtrak Response Dear *** ***: 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. We also apologize for the climate control issues and environmental odors you experienced during your journey. Amtrak's first priority is to provide safe, reliable and efficient transportation. We have concentrated our efforts on expediting repairs to equipment, rails and rights of wayOur progress thus far includes major overhauls of sleepers, coaches, locomotives and track. 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. I am disappointed that you are unhappy with the Transportation Certificate in the amount of $that was offered to you as compensation by our customer relations representatives. In the hopes that you will allow us the opportunity to serve you again under better circumstances, I will increase the amount of the Transportation Certificate to $400.00. The additional Certificate is electronic and being held on file for your use. It must be redeemed on or before August 13, 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 a.mand p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. While it is not required, it is helpful if you refer to the case number at the bottom of this email when you call. Once again, thank you for writing. We look forward to the privilege of serving you again in the future. Sincerely, 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 as Answered]
Complaint: ***
I am rejecting this response because: According to my ticket if I did not forward to train my reservation should've been canceled And as I told customer service they was not hours or hours to cancel my reservation for was booked at 7:38am for a 10:20am trainWhen I called customer service the next day to confirm that I'm reading / understanding this right
"Refund and exchange restrictions and penalties for failure to cancel unwanted travel may applyIf your travel plans change, call us before departure to change your reservationIf you do not board your train, your entire reservation from that point will be canceled."I was told yes your whole translation ( which was pending in my bank account) would be cancel and I would get my $backWhich the reason according to your customer service agent wouldn't process my refund was that the conductor "lifted" the tickets that you guys would be keeping my money and that all she could give me was a e-vouchers good for a year Had the whole conductor part but on your email about my tickets I would've understood but because it wasn't I'm not understanding why can I get a refund when I never boarded the train And I do believe you guys record your conversations you should go back to all the conversations I had with your customer service department. Regards,
*** ** ***

From: H***, Vanessa JDate: Fri, Sep 15, at 11:AM From: H***, Vanessa J Sent: Friday, September 15, 11:AMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: 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 writing, We value your patronage. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com |

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

to me Hi ***, Please see response below. Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-#### From: S***, Vanessa Sent: Tuesday, November 17, 2:
PMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disturbing to read that you believe that Amtrak shared your travel information with another individual We are sorry for your situation Amtrak is committed to protecting our customers and their accounts Please accept my apologies for your inconvenience. Because good customer service is very important to us, we are disappointed by your description of the unacceptable service you received from MsCarolyn G*** We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in a professional manner We regret that you received otherwise Your comments have been forwarded to the responsible management for review and appropriate handling. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear *** ***: 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 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 $ The Certificate must be redeemed on or before December 17, 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 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 future. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC