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
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
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] *
[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. Thank you very much for resolving the issue.
Regards,
[redacted]
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
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 between Milwaukee and Chicago in November. 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. We are so sorry that you received misinformation from one of our employees regarding your refund. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. After a review of your case, we found that a refund was issued to the credit card account used to purchase your tickets onNovember 23, 2015 in the amount of $48.00. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Mon, Nov 20, 2017 at 10:43 AMSubject: [redacted] - your id # [redacted]To: [redacted] <[redacted]@myRevdex.com.org> 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: Monday, November 20, 2017 10:37 AMTo: 'bigmandon@[redacted]d.com' <bigmandon@[redacted]d.com>Subject: Amtrak Response Dear Mr. [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. 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 $75. 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]d.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
[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: 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
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that you are due a refund since we did not deliver you to your final destination of Bangor. However, before we can consider...
your request for compensation, we must receive your original bus ticket. Kindly send this documentation to me at the following address: National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. Please send the original busticket as monetary refunds are not authorized on photocopies. When responding, you may wish to keep a copy of the documents for your records and to consider using certified mail as this protects you in case of loss. Please understand that Amtrak does not require that you use this method of mailing. It would also expedite matters when you respond if you mention case number [redacted]. I look forward to your reply. 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
We regret that [redacted] is unhappy with the resolution of her case, and certainly understand her concern and disappointment. However, we must decline to alter our previous position regarding compensation. [redacted] received the travel that she purchased. We do recognize her observations and any circumstances she might have witnessed and these were shared with the managers of the train and the Conductor for their determination on how the matter, if necessary, should be addressed. We hope that all will understand that employee matters are confidential and are not shared with this office or customers. Please rest assured that we appreciate [redacted]'s comments, as Amtrak's highest priority is the safety and security of our passengers and employees. Her understanding is appreciated.Sincerely,Carolyn *. G[redacted]Supervisor, 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:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enough. This was not my only trip I smelled burning fumes. It happened on at least 4 of your trains. As 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 2-4 weeks to receive. I am traveling on tour right now and won't be in a place over a week until the end of January. You can find the notes under this case ID [redacted]. If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardless. You speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards,[redacted] "Hell Hath No Fury like a[redacted] Off Consumer"
[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]
[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Revdex.com,Amtrak reached out to me directly and my response back to them is as follows:
MsS[redacted],
I very much appreciate you reaching out to me directly as Amtrak
customer support does not provide for such an option
I would like to explain this situation from another perspective
This trip, our honeymoon, was booked based off of information provided to us by
Amtrak's website
Amtrak at no time provided me with any explanation as to why we
were being rerouted around the very
reason we chose travel via trainI did speak with Amtrak customer support and
was only told, "work was being done" on a section of track
Aside from the disappointment of the reroute, I was equally
disappointed about the timing of the notificationAs previously stated, the
timing of the notification of the reroute left me in a precarious position
Adding to this was the Amtrak agent telling me that my only options were to
take the trip as scheduled or cancel it altogetherThis left me with no
options whatsoever without spending considerably more money to cover costs
incurred, which at the time went well beyond $2,- the cost of our Amtrak
trip
Amtrak's offer of $toward a future trip is nothing short of
insulting, to be frank$for two people with a sleeper cabin with restroom
and shower (same accommodations as the rerouted trip) will not transport my
wife and I to and from anywhereFor a one-way trip I will be forced to spend
more money on Amtrak or purchase two airline tickets to return
Amtrak is guilty of advertisement, not providing advance
notice for service disruption/reroute and not providing any explanation as to
why this was happeningAdditionally, Amtrak does not provide any way for
someone in my position to contract anyone beyond basic customer service
I truly feel that I have been taken advantage of – for my
honeymoon no less
For your reference, I copied the below information direct from
Amtrak.com below – none of which Amtrak honored in anyway
Experienced travelers say the California
Zephyr is one of the most beautiful train trips in all of North AmericaAs you
climb through the heart of the Rockies, and further west through the
snow-capped Sierra Nevadas, you may find it hard to disagree
The
Zephyr runs daily between Chicago and San Francisco, coursing through the
plains of Nebraska to Denver, across the Rockies to Salt Lake City, and then
through Reno and Sacramento into Emeryville/San Francisco
Reserve
a spacious coach seat for your journey or, for a more luxurious experience,
reserve a roomette or bedroom in one of the Superliner Sleeping Cars
Scenic
highlights include:
Rocky Mountains
Sierra Nevadas
Moffat Tunnel
Colorado's
Gore, Byers and Glenwood Canyons
Winter Park
Truckee River
Donner Lake
San Pablo Bay and the Carquinez Strait
As of today, 3/22/16, Amtrak has yet to provide me with any
detailed information regarding this situation at allI have simply been told
that in "cases such as mine" Amtrak does not offer further compensation
If ever there was a case deserving of further compensation, it
is this oneDue to lack of explanation, timing of service disruption and a
seemingly outright refusal to explain exactly what happened other than "work
being done"; I would say I qualify for further considerationFrom my
perspective, this is borderline fraudulent and I must demand that you
reconsider your stance
If need be, and preferably, I would very much like to discuss
this matter with a supervisor or someone who has the ability and willingness to
reconsider, research the actual facts, consider those facts weighed against my
specific situation and provide me with a detailed verbal explanation, at which point,
I will consider weather or not what Amtrak is offering is fairUnfortunately, Amtrak's
position seems to be that of a forceful "take it or leave" mentality
Please advise at your earliest convenience
Regards,
From: H[redacted] Vanessa J<[redacted]@amtrak.com>Date: Thu, Jun 15, 2017 at 2:01 PMSubject: [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: Tuesday, May 30, 2017 10:09 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear [redacted]: Thank you for your email. After contacting our Guest Rewards representatives, I have been advised that the reservations were in Joyce Grady’s name and she does not have a Guest Rewards account. As a one-time exception, Guest Rewards will honor your request. Please understand that Mrs. Grady would have to become a member in order to get points for her travel in the future. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: S[redacted], Vanessa <[redacted]@amtrak.com>Date: Fri, Sep 4, 2015 at 10:02 AMSubject: Thomas - YOUR ID #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>fyi Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ...
###-###-#### From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:02 AMTo: '[redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the problems you have experienced regarding your rail fare. After speaking with our Refunds department, we have been advised that there was only one charge made against your account for $54.00. Also, there is a refund that was processed to your account on August 31, 2015 in the amount of $27.00. Please accept our apologies for your inconvenience. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:59 PMTo: '[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 read about the difficulties you had with...
obtaining a refund for your ticket. Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us. Please accept my apologies for your inconvenience. 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 a Transportation Certificate in the amount of $37.00. The Certificate must be redeemed on or before August 6, 2016 and is not transferable. We 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 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
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
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] *
[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. Thank you very much for resolving the issue.
Regards,
[redacted]
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
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 between Milwaukee and Chicago in November. 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. We are so sorry that you received misinformation from one of our employees regarding your refund. In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. Please accept our sincere apologies. After a review of your case, we found that a refund was issued to the credit card account used to purchase your tickets onNovember 23, 2015 in the amount of $48.00. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Mon, Nov 20, 2017 at 10:43 AMSubject: [redacted] - your id # [redacted]To: [redacted] <[redacted]@myRevdex.com.org> 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: Monday, November 20, 2017 10:37 AMTo: 'bigmandon@[redacted]d.com' <bigmandon@[redacted]d.com>Subject: Amtrak Response Dear Mr. [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. 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 $75. 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]d.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
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Wed, Jul 12, 2017 at 8:00 AMSubject: From: H[redacted], Vanessa * Sent: Wednesday, July 12, 2017 7:57 AMTo: '[redacted].com' <[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: 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
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your reservation, we found that you are due a refund since we did not deliver you to your final destination of Bangor. However, before we can consider...
your request for compensation, we must receive your original bus ticket. Kindly send this documentation to me at the following address: National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. Please send the original busticket as monetary refunds are not authorized on photocopies. When responding, you may wish to keep a copy of the documents for your records and to consider using certified mail as this protects you in case of loss. Please understand that Amtrak does not require that you use this method of mailing. It would also expedite matters when you respond if you mention case number [redacted]. I look forward to your reply. 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
We regret that [redacted] is unhappy with the resolution of her case, and certainly understand her concern and disappointment. However, we must decline to alter our previous position regarding compensation. [redacted] received the travel that she purchased. We do recognize her observations and any circumstances she might have witnessed and these were shared with the managers of the train and the Conductor for their determination on how the matter, if necessary, should be addressed. We hope that all will understand that employee matters are confidential and are not shared with this office or customers. Please rest assured that we appreciate [redacted]'s comments, as Amtrak's highest priority is the safety and security of our passengers and employees. Her understanding is appreciated.Sincerely,Carolyn *. G[redacted]Supervisor, 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:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enough. This was not my only trip I smelled burning fumes. It happened on at least 4 of your trains. As 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 2-4 weeks to receive. I am traveling on tour right now and won't be in a place over a week until the end of January. You can find the notes under this case ID [redacted]. If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardless. You speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards,[redacted] "Hell Hath No Fury like a[redacted] Off Consumer"
[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]
[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Revdex.com,Amtrak reached out to me directly and my response back to them is as follows:
MsS[redacted],
I very much appreciate you reaching out to me directly as Amtrak
customer support does not provide for such an option
I would like to explain this situation from another perspective
This trip, our honeymoon, was booked based off of information provided to us by
Amtrak's website
Amtrak at no time provided me with any explanation as to why we
were being rerouted around the very
reason we chose travel via trainI did speak with Amtrak customer support and
was only told, "work was being done" on a section of track
Aside from the disappointment of the reroute, I was equally
disappointed about the timing of the notificationAs previously stated, the
timing of the notification of the reroute left me in a precarious position
Adding to this was the Amtrak agent telling me that my only options were to
take the trip as scheduled or cancel it altogetherThis left me with no
options whatsoever without spending considerably more money to cover costs
incurred, which at the time went well beyond $2,- the cost of our Amtrak
trip
Amtrak's offer of $toward a future trip is nothing short of
insulting, to be frank$for two people with a sleeper cabin with restroom
and shower (same accommodations as the rerouted trip) will not transport my
wife and I to and from anywhereFor a one-way trip I will be forced to spend
more money on Amtrak or purchase two airline tickets to return
Amtrak is guilty of advertisement, not providing advance
notice for service disruption/reroute and not providing any explanation as to
why this was happeningAdditionally, Amtrak does not provide any way for
someone in my position to contract anyone beyond basic customer service
I truly feel that I have been taken advantage of – for my
honeymoon no less
For your reference, I copied the below information direct from
Amtrak.com below – none of which Amtrak honored in anyway
Experienced travelers say the California
Zephyr is one of the most beautiful train trips in all of North AmericaAs you
climb through the heart of the Rockies, and further west through the
snow-capped Sierra Nevadas, you may find it hard to disagree
The
Zephyr runs daily between Chicago and San Francisco, coursing through the
plains of Nebraska to Denver, across the Rockies to Salt Lake City, and then
through Reno and Sacramento into Emeryville/San Francisco
Reserve
a spacious coach seat for your journey or, for a more luxurious experience,
reserve a roomette or bedroom in one of the Superliner Sleeping Cars
Scenic
highlights include:
Rocky Mountains
Sierra Nevadas
Moffat Tunnel
Colorado's
Gore, Byers and Glenwood Canyons
Winter Park
Truckee River
Donner Lake
San Pablo Bay and the Carquinez Strait
As of today, 3/22/16, Amtrak has yet to provide me with any
detailed information regarding this situation at allI have simply been told
that in "cases such as mine" Amtrak does not offer further compensation
If ever there was a case deserving of further compensation, it
is this oneDue to lack of explanation, timing of service disruption and a
seemingly outright refusal to explain exactly what happened other than "work
being done"; I would say I qualify for further considerationFrom my
perspective, this is borderline fraudulent and I must demand that you
reconsider your stance
If need be, and preferably, I would very much like to discuss
this matter with a supervisor or someone who has the ability and willingness to
reconsider, research the actual facts, consider those facts weighed against my
specific situation and provide me with a detailed verbal explanation, at which point,
I will consider weather or not what Amtrak is offering is fairUnfortunately, Amtrak's
position seems to be that of a forceful "take it or leave" mentality
Please advise at your earliest convenience
Regards,
From: H[redacted] Vanessa J<[redacted]@amtrak.com>Date: Thu, Jun 15, 2017 at 2:01 PMSubject: [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: Tuesday, May 30, 2017 10:09 AMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear [redacted]: Thank you for your email. After contacting our Guest Rewards representatives, I have been advised that the reservations were in Joyce Grady’s name and she does not have a Guest Rewards account. As a one-time exception, Guest Rewards will honor your request. Please understand that Mrs. Grady would have to become a member in order to get points for her travel in the future. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: S[redacted], Vanessa <[redacted]@amtrak.com>Date: Fri, Sep 4, 2015 at 10:02 AMSubject: Thomas - YOUR ID #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>fyi Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ...
###-###-#### From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:02 AMTo: '[redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the problems you have experienced regarding your rail fare. After speaking with our Refunds department, we have been advised that there was only one charge made against your account for $54.00. Also, there is a refund that was processed to your account on August 31, 2015 in the amount of $27.00. Please accept our apologies for your inconvenience. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Supplemental information.[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]
From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:59 PMTo: '[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 read about the difficulties you had with...
obtaining a refund for your ticket. Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us. Please accept my apologies for your inconvenience. 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 a Transportation Certificate in the amount of $37.00. The Certificate must be redeemed on or before August 6, 2016 and is not transferable. We 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