Ideal Systems

Customer has spoken to Customer Relations twiceCustomer's comments and concerns were documentedCustomer Relations rep offered ETV as resolution*** considers this matter resolved

Thank you for your email.While we most sincerely regret that MsVictoria D* *** does not find our response satisfactory, but we must respectfully decline to offer a refund. Passengers are required to cancel their reservations if not traveling. Passenger making reservations on line are provided with information on how to do so. We are so sorry for any miscommunication and regret the inconvenience. However, should she change her mind, we will issue an electronic Transportation Voucher, as previously stated. Sincerely,Carolyn *G***Supervisor Customer Relations

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Voucher and refund provided Your request for additional compensation has been reviewed, again We truly regret that in cases such as yours we do not offer further compensation of any kind Your understanding is appreciated. 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*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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Sent: Tuesday, April 19, 2:PMTo: '***' Subject: Amtrak Response Dear *** *** We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about
your dissatisfaction with Amtrak’s ID policy Please accept my apologies for your inconvenience. In order to give all of our passengers the convenience of ticketless travel, we accept purchases for discounted travel with the understanding that upon boarding the train appropriate ID is required Any adjustments to tickets due to the lack of proper ID can be handled by the Conductor if there is a need Please be assured that Amtrak welcomes feedback from our customers, and your suggestions have been forwarded to the responsible management for their review and handling. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations** *** *** *** | Washington, DC

From: H***, Vanessa JDate: Fri, Sep 8, at 3:PMSubject: *** ***
To: *** *** FYIVanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC
20002Email: ***@amtrak.com | Office: ###-###-#### | ATS: *** From: H***, Vanessa J Sent: Friday, September 08, 3:PMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: 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.Normally, if a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued. However, in cases of medical hardship, we will consider compensation. Before we can consider your request, we must receive medical documentation from your physician on their letterhead as proof of your illness.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 |

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that you are due a refund since we did not deliver you to your final destination of Bangor. However, before we can consider
your request for compensation, we must receive your original bus ticket Kindly send this documentation to me at the following address: National Railroad Passenger Corporation, Massachusetts Avenue, N.E., Washington, DC 20002. Please send the original busticket as monetary refunds are not authorized on photocopies. When responding, you may wish to keep a copy of the documents for your records and to consider using certified mail as this protects you in case of loss. Please understand that Amtrak does not require that you use this method of mailing. It would also expedite matters when you respond if you mention case number ***. I look forward to your reply. 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:I was told by Amtrak that I would not receive anything for my loss bagI will NEVER in my life ride with Amtrak and I will STOP everyone I know from ridingFrom the disrespect to the poor customer service
Regards,
*** ***

[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: I have no intention of ever using Amtrak again and I will not be force tooThe conditions of that ride were unacceptable
Regards,
*** ***

[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: ***
I am rejecting this response because: I do not believe $towards another ticket purchase is suffice for walking through urine and feces, carting belongs and a small child through it, and inhaling it for over hours on a train is humanePeople should not be subjected to such an environmentYet, Amtrak knows that people, even I need their servicesThey can see from their Amtrak Rewards Program that we travel from Vermont to New York City very often and it is the most convenient mode of travelIf nothing else, this complaint will bring awarenessI wish I had made a video for the media then perhaps Amtrak would properly respond to this complaintI am truly sickened by the fact that in Amtrak's response they say they are "disappointed" by me not accepting $towards another ticketThat is completely unprofessionalMany businesses make mistakes and mishaps occurYet, the true spirit of organization is how they handle those situations and in this case Amtrak has no integrity
Regards,
*** ***

Dear MrE***: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud. Please accept my sincere apologies. After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number. We cannot locate information with just your name. We need travel dates and destinations. If you care to, you may forward your information to my attention at : *** *** *** *** ** *** *** *** *** ** ***. I look forward to your reply. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Thank you for the email on behalf of the travel of *** *** *** granddaughter.We will be glad to investigate the matter but before we can do so, we require the granddaughter's name and reservation number.Kindly request this information.Sincerely,Carolyn ** G***Supervisor Customer
Relations

Customer's comments and concerns were documented, ETV was offered as compensation, Amtrak considers this matter resolved

From: H*** Vanessa JDate: Thu, Jun 15, at 2:PMSubject: *** - FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com |
Office: ###-###-#### | ATS: *** From: H***, Vanessa J Sent: Tuesday, May 30, 10:AMTo: '***@***' Subject: Amtrak Response Dear *** ***: Thank you for your email. After contacting our Guest Rewards representatives, I have been advised that the reservations were in Joyce Grady’s name and she does not have a Guest Rewards account. As a one-time exception, Guest Rewards will honor your request. Please understand that MrsGrady would have to become a member in order to get points for her travel 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,
*** ***

Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your file and as a one-time courtesy, we have authorized a Transportation Voucher in the amount of $to replace your expired Evoucher The
Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-***, 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: r***, 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*Customer Relations SpecialistAmtrak Office of Customer Relations** *** *** *** | Washington, DC

From: H***, Vanessa JDate: Fri, Sep 15, at 11:AMSubject: *** - YOUR ID #***To: *** *** FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E
| Washington, DC 20002Email: ***@amtrak.com | Office: ###-###-#### | ATS: *** From: Harris, 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 |

[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: ***
I am rejecting this response because: I am always in full control of my service animal, but feel it unaccptable that after booking a lower level room that we had to climb steps, cross through moving train cars with a dog, then wait in the dining car for over minutes, in addition to climbing down steps and having to jump at least 24" from the train and also jump back into the train This is not acceptable, nor is it appropriate A ramp, step or platform should have been made available to us I request a full refund of my travel expenses
Regards,
*** ***

We apologize most sincerely for the time that it has taken to resolve *** ***'s claim. However, on October 17, the claim was resolved. Below is the correspondence to the customer advising of this.Carolyn ** G***Supervisor Customer RelationsOctober 17, 2016***
*** *** ***ENDWELL, NY***Dear *** ***:Thank you for submitting your baggage claim for your lost baggage. Please forgive the delayed response.I am sorry for the ongoing inconvenience caused as a result of your lost baggage. I regret that your duffle bag was not found. As information, Amtrak’s maximum liability for this service is $500.00. Your claim has been approved for this amount. A check will be forwarded to you under separate cover and will represent full and final compensation in the resolution of your claim.We are sorry for your loss, but we hope that you will continue to choose Amtrak for your travel needsSincerely,Sonya B***Customer Relations SpecialistCase #: ***

[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,
*** ***