Ideal Systems

Dear *** ***: We are in receipt of further 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 Please be assured that your comments were noted and forwarded to the responsible management for their review and appropriate handling. We 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 We hope you will reconsider and use it toward another Amtrak ticket purchase and travel the next time at least partially “on us.” Please feel free to contact me direct if I can assist you with your future travel arrangements. Once again, thank you for writing We value your patronage and hope we may serve you again under better circumstances. 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 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 a refund. As a one-time courtesy, we will add a note to your file that your Certificate may be extended through September 30, 2016. Once again, thank you for writing We value your patronage and hope that you will travel with us again under better circumstances

Dear *** ***, Thank you for your e-mail of July 14, to MrJoseph HB***Please accept my apologies for the problems you encountered I am responding on behalf of the Corporation. We apologize most sincerely for the unacceptable service you report that you received from
our employees when you traveled with us recently We are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down A copy of your letter has been forwarded to the appropriate manager of this train and this matter has been reviewed to determine if corrective action is necessary An investigation into the incident has been undertaken. At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier We do not want this experience to leave you with a bad impression of Amtrak Our employees transport thousands of passengers safely, courteously and on time every day We are sorry this was not your experience. I would also again like to apologize for the delays you experienced and for the confusing communication you received during this time There are always times when communication breaks down and misunderstandings result We understand the importance of clarity of information and are sorry that the specifics of your delays were not properly communicated. It is not Amtrak policy to reimburse for completed travel, delay, or expenses that passengers might incur, nor do we assume liability for the plans and commitments of our passengers Amtrak also does not provide reimbursement of expenses incurred with other service providers Your experience does not represent a typical Amtrak journey Because we value your patronage and in addition to our sincere apologies, I have requested that a refund in the amount of $be credited to the *** used for purchase in addition to the $Transportation Voucher you have received This amount represents your full fare between Gallup, NM and Fullerton, CA Depending on your bank's procedures, please allow at least two weeks before this adjustment appears on your account. Again, thank you for your e-mailWe look forward to the opportunity of serving you again under better circumstances. Sincerely, Adam B***Customer Relations Specialist

[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 it does even respond to my concerns I have stopped using my Amtrak *** ** *** credit card because of Amtrak's misconduct Essentially, I was given points and then a large number of them taken back This means that the offer of 20,is disingenuous Airlines and hotels do not penalize consumers with the very points which they used to lure you into the card Amtrak does; therefore, consumers should seek alternatives to the Amtrak *** ** *** card I find it telling and downright incredulous that Amtrak and *** ** ***'s approach --in its response to the Revdex.com-- is not to try to keep me as a customer of the railroad and as a credit card customer The response by Amtrak is simply to blame the consumer for a scheme in which Amtrak and *** ** *** realize it can get back what it gave the consumer to sign up for the card by way of point penalty system for changes to reservations Amtrak and *** ** *** should be ashamed
Regards,
*** ***

From: S***, Vanessa Sent: Monday, November 23, 1:PMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We regret that your father did
not receive the assistance that he needed when he traveled between Amsterdam and BWI in August On behalf of Amtrak, I would like to offer our sincere apologies for the service your father received and any inconvenience caused to him We calibrate our service to assure that we are providing full access to our passengers with disabilities As part of our ongoing efforts to provide superior service to our customers with disabilities, an enormously important segment of the American population, we provide in depth training for ouron-board and station employees Please be assured that our managers have reviewed and addressed appropriately. In order to ensure that you receive the assistance that you need, we recommend that you specifically request assistance that is required at a station at the time of making your reservation If you book your trip on Amtrak.com you may also request assistance before completing your reservation. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

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We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you are not happy with the resolution provided. Please be assured that your complaint has been reviewed at the highest level of management. Please know that Amtrak rarely offers monetary compensation in these cases, and we have authorized the partial refund in the hopes that you might consider traveling with us again. While we understand you are not happy with this resolution, 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***
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From: S***, Vanessa Sent: Tuesday, November 10, 1:PMTo: '***@***.COM'Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We regret that you were unhappy with your sleeping
accommodation 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 way Our 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. Because 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 A copy of your letter has been forwarded to the responsible manager for review and appropriate action. Amtrak does not offer refunds in these types of cases, but rather 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 that you will change your mind, and as a token of my regrets for disappointing you, I am holding on file for you an additional Transportation Certificate in the amount of $ The Certificate must be redeemed on or before November 8, 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 future. 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. Let me apologize on Amtrak’s behalf for the delays and service disruption that you experienced when you traveled between Chicago and Dearborn in December We certainly
understand the frustration this caused youThe delays were beyond Amtrak’s immediate control 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 were sorry to read about the unacceptable manner in which the service disruption was handled by our Ann Arbor station staff Please be assured that we are working hard to improve the level of service we provide to our valued customers, and it is distressing to read that we let you down Your comments have been shared with the station manager so that these matters can be reviewed and appropriate action taken. Normally, Amtrak does not offer refunds in these types of cases; however, an exception has been made I have authorized an automated credit in the amount of $to be made to your *** 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 online. Please also note that we are still holding on file for you a Transportation Certificate in the amount of $100.00, which was provided to you by our customer relations representative previously when you called The Certificate must be redeemed on or before December 23, 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 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enoughThis was not my only trip I smelled burning fumesIt happened on at least of your trainsAs for the refund, you have already promised me a FULL refund, however your agents told me it has to be mailed by check and it can take 2-weeks to receiveI am traveling on tour right now and won't be in a place over a week until the end of JanuaryYou can find the notes under this case ID ***If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardlessYou speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards,*** "Hell Hath No Fury like a*** Off Consumer"

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. After speaking with our Guest Rewards representatives, we have been advised that there was no Guest Rewards account number found in your name Before I can proceed further
with resolving your case, can you please provide me with your Guest Rewards number? I look forward to your reply. Sincerely, Vanessa S***

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about the difficulties you experienced while traveling with us in January Please accept my sincere apologies for your inconvenience. I
noted that after you spoke with our customer relations representatives, a refund in the amount of $was issued to the *** account used to purchase your tickets Please understand that 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 for your out of pocket expenses. 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 apologize that you are unhappy with the resolution of your case. I have reviewed your request for a refund and truly regret that in cases such as yours, we do not offer
refunds of any kind. Once again, thank you for writing. We value your patronage and hope we may serve you again under better circumstances. 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 ***, and find that this resolution is satisfactory to me. Thank you very much for resolving the issue
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me upon receiving the credit amount they disclosed. 
Regards,
[redacted]

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.Thank you so much for your help in the matter! I genuinely appreciate it. 
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:49 PMTo: [redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your...

unfortunate experience while traveling with us in June.  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 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 appropriately.  As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $50.00.  The Certificate must be redeemed on or before August 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

Dear [redacted]: We are in receipt of correspondence written in your behalf of the Revdex.com. 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 and [redacted] a Transportation Certificate...

in the amount of $41.00 each.  The Certificates must be redeemed on or before December 17, 2016 and are not transferable.  We hope you will use them toward your next Amtrak ticket purchase.  To redeem the Certificates, 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:
I feel like the resolution doesn't bring me any closer to a solution and excuse for the original problem.  I hope future trains announce stops and durations in the future and I hope Amtrak takes better care of customers through customer service lines in an emergency. A $50 voucher towards a future train ride sounds like a nightmare and a means to get more of my hard earned money while I am still fighting to overcome the ongoing circumstances from the first train ride.
Regards,
[redacted]

[redacted]SAN DIEGO, CA  [redacted]  Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It is unfortunate that your bike was stolen while traveling with Amtrak.  Amtrak does not accept...

liability for carry-on items.  However, due to the circumstances surrounding your loss, we are accepting your claim under the policies and procedures for our checked baggage service where our maximum liability is $500.00.  In view of this, a check in the amount of $500.00 has been authorized and will be sent to you under separate cover.  You will receive it within a few weeks.  This adjustment is full and final settlement of your claim for loss of your personal property. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $300.00.  The Certificate must be redeemed on or before August 27, 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 contacting us.  We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs. Sincerely,  Vanessa S[redacted]Customer Relations Specialist Case #: [redacted] Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:          ###-###-####

We have worked closely with the passenger to rectify any issues. Passenger was charged the correct fare, however, passenger boarded the wrong train. [redacted] considers this matter resolved as the passenger is not due any more compensation.