Ideal Systems

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry to read that you became ill during your trip, and that you believe that the food consumed aboard the train was at least partially responsible.  All aspects of food...

handling, including its production, delivery, and preparation are checked regularly by our Quality Assurance staff and FDA officials.  These public health professionals check sanitation, shelf life, and compliance with specifications for food products at the vendor and commissaries, as well as on board the trains.  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 |

Hi [redacted], A phone call was made to Mr. [redacted] and his case was settled to his satisfaction.  He received $500.00 as a refund for lost bag and $200 Transportation Voucher to travel.  He was agreeable to the resolution.  This case is closed in this office. Vanessa...

S[redacted]Customer Relations Specialist Amtrak Office of Customer Relations

Customer forfeited her outbound fare, however, she was issued a Voucher for the full value of her return fare. No other compensation will be issued; [redacted] considers this matter resolved.

[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 was not ill before I boarded that Amtrak train. The train had no heat in the last car that I rode in. I haven't been sick with a cold for over 5 years. I was not a little sick it was very severe. I still have a ongoing cough from that incident. I am some better yes. It took me 3 weeks to reach where I am health wise.  I eat healthy and take care of myself. The train on my return trip didn't have any heat also. The cars that I walked through to the dining car had excessive heat. I will never ride on any Amtrak train again. I value my health a lot. Why would I want to go through what I went through on both trains no.It does not make any sense to me. It just goes to show you Amtrak doesn't care about it's passengers.  I should be reimbursed because of Amtrak's negligence. I did receive that $50 which I am returning. I have no use for it.  I would've sent the $50 back before now but I just wasn't feeling well enough.
Regards,
[redacted]

From: H[redacted], Vanessa JDate: Wed, Jul 12, 2017 at 8:00 AMSubject:  From: H[redacted], Vanessa * Sent: Wednesday, July 12, 2017 7:57 AMTo: '[redacted].com' Subject: Amtrak Response Dear [redacted]...

[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $39.00 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 inconvenience. 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 the Transportation Voucher in the amount of $39.00 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].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 soon. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |

From: H[redacted], Vanessa JDate: Tue, Nov 7, 2017 at 10:55 AMSubject: [redacted]To: [redacted] Hi [redacted], This is resolved.  I do not know the Revdex.com Id # for case however. Vanessa H[redacted]Customer Relations...

SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [email protected] | Office: ###-###-#### | ATS: 777-3613  From: H[redacted], Vanessa J Sent: Tuesday, November 07, 2017 10:55 AMTo: '[redacted]@[redacted].com' Subject: Amtrak Response Dear [redacted]: We are in receipt of an email written on your behalf from the Revdex.com. I 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[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, Nov 16, 2017 at 10:57 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]...

Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted]Date: Wed, Nov 15, 2017 at 8:51 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 Amtrak. I 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]. My complaint number is [redacted].Thank you,[redacted]###-###-####

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. 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.  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, 2015.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

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, 2016.  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 all. Nevertheless, 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 incident. Sincerely, Carolyn *. G[redacted]Supervisor Customer Relations

Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. A different office handles the types of concerns that you have expressed.  So we have forwarded your correspondence for you to our claims office.  You can expect to have a...

response within 30 days. Once again, thank you for writing.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: Thank you for your recent correspondence. On-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 manner. I 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 $332.50 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 account. Again, thank you for writing.  We hope for an opportunity to serve you in the future under better circumstances Sincerely, Aluster ** F[redacted]Customer Relations Specialist

Dear Richardine J[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $50.00 has been issued as compensation for your inconvenience.  I hope that you will use it toward the purchase of your next Amtrak ticket purchase. Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[redacted] [redacted] [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 5 hours late. I do believe I am still owed the full amount of my ticket which was 146 dollars I have received 75 so I do require the full amount left which is $71 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]
[redacted]
[redacted]

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about your dissatisfaction with the compensation issued to you by our customer relations representatives.  We believe the compensation that was provided to you is adequate, and respectfully decline your request for additional compensation.  Once again, thank you for writing.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002

From: H[redacted], Vanessa JDate: Fri, Dec 1, 2017 at 10:41 AMSubject: [redacted] - your id # [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: Friday, December 01, 2017 10:38 AMTo:  [redacted]@[redacted].comSubject: Amtrak Response Dear **. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $100.  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 Relations

Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 20.  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 appropriately. We 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 attention. Amtrak 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 $25.  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 writing. We value your patronage. Sincerely,   Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

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.  We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted]: 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 additional compensation. Once again, thank you for writing.  We value your patronage and hope that you will travel with us again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002

Thank you for contacting us on behalf of [redacted] and [redacted]'s Amtrak travel.  We have sorry that these passengers elected not to travel as planned.  As a gesture of goodwill, we will authorize a refund for the remainder of the fare the customer's purchased and did not...

use.  As stated by [redacted], a partial refund of $58.10 was issued.  We will issue the remainder to the [redacted] card used for purchase of the tickets.  Kindly ask the customers to allow at least 15 business days for the refund to post to their credit card account.   Once again, thank you for contact us and allowing us another opportunity to review the matter. Sincerely,Carolyn *. G[redacted]Supervisor, Customer Relations