Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe are sorry to read your report that you did not receive the assistance that you needed when you traveled with us recently between Springfield and Chicago Please accept my apologies for your inconvenience Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act We calibrate our service to assure that we are providing full access to our passengers with disabilities As part of a major effort to serve our customers with disabilities, an enormously important segment of the American population, we have provided in depth training for our on-board and station employees After a review of your case, I found that your wheelchair did not conform to the dimensions needed to board the train with a lift For complete information regarding wheelchair dimensions and weight, please refer to our website at Amtrak.com Because Amtrak’s first priority is safety for all customers, these dimensions were put in place to assure customer safety and a more enjoyable travel experience Once again, thank you for writing We value your patronageSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S***, Vanessa Sent: Tuesday, June 23, 2:PMTo: ' [redacted] 'Subject: Amtrak Response Dear Ms [redacted] :We are in receipt of correspondence written on your behalf from the Revdex.comI am sorry for the climate control issued you experienced on our train 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 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 purchase.Once again, thank you for writing We value your patronage.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S***, Vanessa Sent: Wednesday, June 17, 9:AMTo: '*** ***'Subject: Amtrak Response Dear Ms***:We are in receipt of correspondence written on your behalf from the Revdex.com.I was sorry to hear that the assistance that you expected
was not provided to you. Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act 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 our on-board and station employees. Your comments were forwarded to the responsible management for their review and appropriate action. I apologize for your inconvenience.With regard to your claim for the loss of your caritems. 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 caritems 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 carbaggage.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.Amtrak does not offer refunds in these types of cases. As a token of my regrets for your disappointment, I am still holding on file for you a Transportation Certificate in the amount of $25.00. The Certificate must be redeemed on or before March 6, 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, service disruption and unacceptable service that you experienced when you traveled between StLouis and Chicago
on June 5. We certainly understand the frustration this caused you. Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. The delays were beyond Amtrak’s immediate control Your comments have been forwarded to the responsible management for their review and appropriate handling. Please accept my sincere apology for your inconvenience. It is not Amtrak’s policy to reimburse the expenses that 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 hotel. However, as a one-time courtesy, I have authorized an automated credit in the amount of $to be made to your Visa 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. 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. It was disappointing to read about the problems you have experienced with Amtrak’s Guest Rewards department and having points applied for
travel Please accept my apologies for your inconvenience. After speaking with our representatives, they have advised us that members earn points per dollar spent on each ticket issued and traveled Members must add the AGR membership number to each reservation, for tracking to the account Without the AGR number they have no way of knowing the member has traveled Members are advised to check their account each quarter of the year for point earning bonuses offered (i.esummer/fall/winter/spring), and also assign any missing point transactions that may not have posted, due to AGR number not entered on the reservation The Guest Rewards department can go back days from travel date to assign missing transactions After checking your account, they found that you enrolled via the website on July 30, 2012, but no transactions posted to the account due to lack of the AGR number missing from each reservation. Amtrak does not offer refunds in these types of cases; however, Guest Rewards has placed goodwill points on your account. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S***, Vanessa Sent: Wednesday, June 17, 11:AMTo: '***'Subject: Amtrak Response Dear Mr***:We are in receipt of correspondence written on your behalf from the Revdex.com.We are sorry to learn about the problems you have
experienced with receiving your refund. While we can sympathize with your frustration, all refunds are made to the original method of payment only. Therefore, we must respectfully decline your reimbursement request. Once again, thank you for writing. We value your patronage.Sincerely,Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
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: H[redacted], Vanessa * <[redacted]@amtrak.com>Date: Fri, Aug 25, 2017 at 1:51 PMFrom: H[redacted], Vanessa * Sent: Friday, August 25, 2017 1:51 PMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in...
receipt of correspondence written on your behalf from the Revdex.com. We appreciate your information about the bus service you experienced. Amtrak does not own any buses, but contracts with bus companies in order to provide connections for our customers to specific areas where train service is temporarily or permanently not available. These companies contract to provide clean, safe, comfortable buses that are in good repair and treat our customers with courtesy and respect. They also agree to meet schedule requirements to maintain connections to trains at specified points. When the agreed-upon conditions are not met, Amtrak will contact the company in question to reestablish standards of service that are required to meet our contracted agreement. Your comments have been forwarded to the responsible management for their review and handling. It is not Amtrak’s policy to provide compensation in these types of cases. Therefore, we must respectfully decline to honor your reimbursement request. 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 |
We apologize most sincerely for the time that it has taken to resolve [redacted]'s claim. However, on October 17, the claim was resolved. Below is the correspondence to the customer advising of this.Carolyn ** G[redacted]Supervisor Customer RelationsOctober 17, 2016**. [redacted]...
[redacted]ENDWELL, NY[redacted]Dear [redacted]: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 needs. Sincerely,Sonya B[redacted]Customer Relations SpecialistCase #: [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 : [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[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: ###-###-####
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]
[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]
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience. I have reviewed your request for a credit of your...
Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points. 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 SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002
Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry you did not receive the assistance that you needed when you traveled with us recently. I have been in touch with our station managers regarding your unfortunate...
experience. 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. Regarding your damaged 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 SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
[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. 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 [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read your report of the unacceptable service you received from one of our conductors. Amtrak takes matters of this nature very seriously....
Therefore, you may rest assured that your comments have been forwarded to responsible management for review and appropriate action. As information, each train has a Conductor who is in charge of it, and the Conductor is responsible for maintaining smooth operation of the train. Please accept my apologies for your inconvenience. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
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
Supplemental information[redacted]
Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe are sorry to read your report that you did not receive the assistance that you needed when you traveled with us recently between Springfield and Chicago Please accept my apologies for your inconvenience Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act We calibrate our service to assure that we are providing full access to our passengers with disabilities As part of a major effort to serve our customers with disabilities, an enormously important segment of the American population, we have provided in depth training for our on-board and station employees After a review of your case, I found that your wheelchair did not conform to the dimensions needed to board the train with a lift For complete information regarding wheelchair dimensions and weight, please refer to our website at Amtrak.com Because Amtrak’s first priority is safety for all customers, these dimensions were put in place to assure customer safety and a more enjoyable travel experience Once again, thank you for writing We value your patronageSincerely, Vanessa S
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S***, Vanessa Sent: Tuesday, June 23, 2:PMTo: ' [redacted] 'Subject: Amtrak Response Dear Ms [redacted] :We are in receipt of correspondence written on your behalf from the Revdex.comI am sorry for the climate control issued you experienced on our train 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 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 purchase.Once again, thank you for writing We value your patronage.Sincerely,Vanessa S
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S***, Vanessa Sent: Wednesday, June 17, 9:AMTo: '*** ***'Subject: Amtrak Response Dear Ms***:We are in receipt of correspondence written on your behalf from the Revdex.com.I was sorry to hear that the assistance that you expected
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
was not provided to you. Please be assured that Amtrak is absolutely committed both to the letter and spirit of the Americans with Disabilities Act 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 our on-board and station employees. Your comments were forwarded to the responsible management for their review and appropriate action. I apologize for your inconvenience.With regard to your claim for the loss of your caritems. 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 caritems 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 carbaggage.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.Amtrak does not offer refunds in these types of cases. As a token of my regrets for your disappointment, I am still holding on file for you a Transportation Certificate in the amount of $25.00. The Certificate must be redeemed on or before March 6, 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
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, service disruption and unacceptable service that you experienced when you traveled between StLouis and Chicago
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
on June 5. We certainly understand the frustration this caused you. Delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business. The delays were beyond Amtrak’s immediate control Your comments have been forwarded to the responsible management for their review and appropriate handling. Please accept my sincere apology for your inconvenience. It is not Amtrak’s policy to reimburse the expenses that 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 hotel. However, as a one-time courtesy, I have authorized an automated credit in the amount of $to be made to your Visa 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. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S
Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read about the problems you have experienced with Amtrak’s Guest Rewards department and having points applied for
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
travel Please accept my apologies for your inconvenience. After speaking with our representatives, they have advised us that members earn points per dollar spent on each ticket issued and traveled Members must add the AGR membership number to each reservation, for tracking to the account Without the AGR number they have no way of knowing the member has traveled Members are advised to check their account each quarter of the year for point earning bonuses offered (i.esummer/fall/winter/spring), and also assign any missing point transactions that may not have posted, due to AGR number not entered on the reservation The Guest Rewards department can go back days from travel date to assign missing transactions After checking your account, they found that you enrolled via the website on July 30, 2012, but no transactions posted to the account due to lack of the AGR number missing from each reservation. Amtrak does not offer refunds in these types of cases; however, Guest Rewards has placed goodwill points on your account. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S
From: S***, Vanessa Sent: Wednesday, June 17, 11:AMTo: '***'Subject: Amtrak Response Dear Mr***:We are in receipt of correspondence written on your behalf from the Revdex.com.We are sorry to learn about the problems you have
*Customer Relations SpecialistOffice of Customer RelationsWashington, DC
experienced with receiving your refund. While we can sympathize with your frustration, all refunds are made to the original method of payment only. Therefore, we must respectfully decline your reimbursement request. Once again, thank you for writing. We value your patronage.Sincerely,Vanessa S
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: H[redacted], Vanessa * <[redacted]@amtrak.com>Date: Fri, Aug 25, 2017 at 1:51 PMFrom: H[redacted], Vanessa * Sent: Friday, August 25, 2017 1:51 PMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in...
receipt of correspondence written on your behalf from the Revdex.com. We appreciate your information about the bus service you experienced. Amtrak does not own any buses, but contracts with bus companies in order to provide connections for our customers to specific areas where train service is temporarily or permanently not available. These companies contract to provide clean, safe, comfortable buses that are in good repair and treat our customers with courtesy and respect. They also agree to meet schedule requirements to maintain connections to trains at specified points. When the agreed-upon conditions are not met, Amtrak will contact the company in question to reestablish standards of service that are required to meet our contracted agreement. Your comments have been forwarded to the responsible management for their review and handling. It is not Amtrak’s policy to provide compensation in these types of cases. Therefore, we must respectfully decline to honor your reimbursement request. 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 |
We apologize most sincerely for the time that it has taken to resolve [redacted]'s claim. However, on October 17, the claim was resolved. Below is the correspondence to the customer advising of this.Carolyn ** G[redacted]Supervisor Customer RelationsOctober 17, 2016**. [redacted]...
[redacted]ENDWELL, NY[redacted]Dear [redacted]: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 needs. Sincerely,Sonya B[redacted]Customer Relations SpecialistCase #: [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 : [redacted]. I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[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: ###-###-####
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]
[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]
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience. I have reviewed your request for a credit of your...
Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points. 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 SpecialistAmtrak Office of Customer Relations[redacted] Avenue, N.E. | Washington, DC 20002
Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry you did not receive the assistance that you needed when you traveled with us recently. I have been in touch with our station managers regarding your unfortunate...
experience. 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. Regarding your damaged 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 SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
[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. 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 [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read your report of the unacceptable service you received from one of our conductors. Amtrak takes matters of this nature very seriously....
Therefore, you may rest assured that your comments have been forwarded to responsible management for review and appropriate action. As information, each train has a Conductor who is in charge of it, and the Conductor is responsible for maintaining smooth operation of the train. Please accept my apologies for your inconvenience. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
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