Ideal Systems

Our new refund/cancellation policy was publicly announced. Customer has no case regarding this complaint with Amtrak. Amtrak considers this matter resolved.

From: H[redacted], Vanessa JDate: Wed, Jul 12, 2017 at 11:18 AM From: H[redacted], Vanessa J Sent: Wednesday, July 12, 2017 11:17 AMTo: '[redacted].com' Subject: Amtrak Response Dear [redacted]: We...

are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn about the problems you have had with Amtrak’s Guest Rewards Program.  After speaking with our Guest Rewards representatives, it appears that you booked two redemption reservations and cancelled them both.  If a member cancels a sleeper less than 14 days before departure they incur a 20% fee.  If a non-sleeper reservation is cancelled more than 24 hours prior to departure they incur a 10% penalty.  Because of this you incurred a 20% redeposit fee for your sleeper reservation and 10% for your coach reservation.  All cancellation/modification policies are located on Amtrak.com during the booking process.  They are also located on www.AmtrakGuestRewards.com/redeem/amtrak - Redemption Guidelines.   Regarding your concerns about [redacted], Guest Rewards did deposit 20,000 bonus points as promised for applying for the [redacted] credit card on January 10, 2017.  For all members who have the credit card and redeem points for travel they earn an immediate 5% rebate of points in their account.  Subsequently, if you cancel your travel redemption, you lose the 5% rebate. Once again, thank you for writing.  We value your patronage. Sincerely,  Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. With regard to your concerns about traveling with your service animal on board Auto Train, Amtrak’s policy requires passengers to care for their own service animals, which is...

consistent with ADA rules.  If there are unique circumstances where a passenger is unable to do so and is not traveling with a companion who can care for the animal, a passenger should let Amtrak staff know what accommodations are needed in advance of travel.  These cases are addressed on a case by case basis.   Amtrak does not offer refunds in these types of cases, and we would very much like to have the opportunity to serve you again under better circumstance.  Therefore, we are still holding on file for you a Transportation Certificate in the amount of $200.00.  As previously stated, the Certificate must be redeemed on or before November 22, 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.  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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Sent: Tuesday, April 19,...

2016 1:08 PMTo: '[redacted]' Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April 14.  On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you.  Our 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 appropriately.  Amtrak does not offer compensation in these types of cases.  Therefore, we must respectfully decline to honor your request for compensation. Customer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us.  We hope to have the privilege of serving you in the near future.    Sincerely,  Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

From: S[redacted], Vanessa Sent: Monday, May 02, 2016 11:39 AMTo: '[redacted]' Subject: Amtrak Response Dear Ms. [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.  We take matters such as these seriously, and  your comments have been forwarded to the responsible management for review and corrective action. In situations such as these, we do not offer refunds.  Therefore, I must respectfully decline to offer the reimbursement that you have requested. Once again, thank you for writing.  We value your patronage.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002

From: S[redacted], Vanessa Sent: Wednesday, October 28, 2015 1:13 PMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can assist you with your case, I will need...

further clarification.  Can you please explain who gave you an advertised price with a discount?  Did you see the price on our website? I look forward to your reply. 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: She talk about Amtrak does not offer refunds in these types of cases but she want us to be happy with $200 VOUCHER , no way is it right that we had to sleep sitting  up/ coach seat when I paid for a bedroom
Regards,
[redacted]

From: S[redacted], Vanessa Sent: Monday, August 10, 2015 3:06 PMTo: '[redacted].COM'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss...

of your carry-on baggage.  While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service.  We hope that you will understand that as passengers do not register carry-on items with Amtrak, we cannot be held liable for such items.  Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carry-on baggage.  As information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies.  We suggest that if you have this type of policy, you contact your company agent. Once again, thank you for writing. Sincerely,  Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCWashington, DC

From: H[redacted], Vanessa JDate: Sat, Sep 30, 2017 at 6:30 PMSubject: Burns - [redacted]To: [redacted] FYI Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC...

20002Email: [redacted]@amtrak.com | Office: ###-###-#### | ATS: [redacted]  From: H[redacted], Vanessa J Sent: Saturday, September 30, 2017 6:30 PMTo: '[redacted]@[redacted].com' Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com.  Please accept my apologies for the delay in responding back to you. I am sorry for the delays you encountered when traveling with us in July.  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.  Please also accept our apologies for the problems you experienced with environmental odors and cleanliness issues.  Amtrak's first priority is to provide safe, clean, 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 our passengers have come to expect and will continue to work toward that goal.  Your comments are appreciated and have been shared with train managers for consideration.  As much as we regret the inconvenience to you, Amtrak does not provide compensation of out of pocket expenses.  In addition, we do not assume liability for the plans and commitments of our passengers. Please forgive us for causing you both dismay and inconvenience on this occasion. 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 $300.  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.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com

From: S[redacted], Vanessa Sent: Tuesday, August 11, 2015 9:16 AMTo: '[redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $100.00.  The Certificate must be redeemed on or before August 10, 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

Thank you for your correspondence on behalf of Mr. [redacted]. We are so very sorry that Mr. [redacted] has not received his refunds.  However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr. [redacted]’s reservations.  A...

refund in the amount of $244.00 was issued to a [redacted] account ending in [redacted].  Also, a refund in the amount of $268.00 was issued to a [redacted] account ending in [redacted].  It normally takes 7 to 15 business days before refunds are received by banks and posted to a customer’s account.  We hope that Mr. [redacted] has received his refunds by now and we regret any inconvenience caused.   In addition to our apologies, I have authorized a Transportation Voucher in the amount of $25.  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.  The Transportation Voucher is valid until November 27, 2017, but it is not transferable.  An email confirmation will be sent to:  [redacted], which includes the Transportation Voucher number of [redacted], amount, expiration date and additional redemption information.  We hope that Mr. [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase.  Once again, thank you for contacting us.  We value and appreciate Mr. [redacted]’s patronage and patience and hope that we will have the privilege of serving him again.     Sincerely,  Carolyn A. G[redacted]Supervisor Customer Relations

CONSIDERING I HAVE TO GO BACK AND FORTH EVERY 4 WEEKS FOR TREATMENT I FEEL A REFUND OF THE TICKET I PAID FOR YESTERDAY WOULD BE THE RIGHT THING TO DO. EITHER THAT OR PROVIDE A FREE VOUCHER FOR MY NEXT TRIP. FOR SOMEBODY WITH A DISABILITY TO BE TREATED LIKE THAT IS NOT RIGHT.

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

Sent: Tuesday, April 19, 2016 1:22 PMTo: '[redacted]@[redacted].com' Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of our records, I noted that you were...

issued a refund in the amount of $584.10 on July 20, 2015.  This refund was processed to a credit card with the numbers ending in 1523. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

[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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again.   Therefore the voucher of $5.00 has no use to me.  Amtrak has been delayed numerous times when I have traveled using it.  This is the first time I have voiced my concerns about the service.  Before that I had been a long term customer.  Again the voucher has no use.  I am not truly being compensated for anything.
Regards,
[redacted]

[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 the business has not done anything to try and solve this problem. This is not the first time this has happened. The customer service was questionable. The person I spoke to did not know what she was doing as well as there was false advertisement on their website. It not only affected me but many other people as well. 
Regards,
[redacted]

Dear [redacted]: 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.  If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued.  Due to this, we must respectfully decline your request for a refund.  We apologize for the inconvenience that this has caused. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] [redacted]Email: [redacted] *

Dear Mr. E[redacted]: 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 :  National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. I look forward to your reply. Sincerely, Vanessa ScurryCustomer Relations SpecialistOffice of Customer RelationsWashington, DC

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 refund. When [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, 2017. 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