[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:Under the Consumer Protection Law, I am lawfully afforded the right to be informed for a service that I have paid for as a consumer. Amtrak, in this case, failed to provide working monitors and sufficient track/boarding information; a sufficient amount of staff representatives, as well as a reasonable time allowance for passengers to board. Moreover, having a train leave the station ahead of its departure time is in direct conflict with false advertising and labeling practice laws. Under such laws, a consumer has the right to expect that the printed departure time on their train ticket will correlate accurately with that train's departure. In my case, I was at the station more than 30 minutes early and can substantiate my claim with a taxi receipt from the date in question. My scheduled train departure time was for August 12, 2016 at 3:30pm. I arrived at the station at 2:51pm (see attached).If Amtrak does not honor their original agreement in providing a service that I paid for and had a reasonable expectation to come to expect, then I will have to seek legal restitution and compensation using the court system. Clearly, they do NOT value patronage.- [redacted]
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:There was no...
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would to assist you with your case, but I am having trouble finding your reservation in our computer files. Could you kindly provide me with your reservation number and/or...
travel date? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I am always in full control of my service animal, but feel it unaccptable that after booking a lower level room that we had to climb steps, cross through moving train cars with a dog, then wait in the dining car for over 40 minutes, in addition to climbing down steps and having to jump at least 24" from the train and also jump back into the train. This is not acceptable, nor is it appropriate. A ramp, step or platform should have been made available to us. I request a full refund of my travel expenses.
Regards,
[redacted]
Sent: Tuesday, April 19, 2016 1:22 PMTo: '[redacted]@[redacted].com' <[redacted]@[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of our records, I noted that you were...
issued a refund in the amount of $584.10 on July 20, 2015. This refund was processed to a credit card with the numbers ending in 1523. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002
Dear Mr. E[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud. Please accept my sincere apologies. After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number. We cannot locate information with just your name. We need travel dates and destinations. If you care to, you may forward your information to my attention at : National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. I look forward to your reply. Sincerely, Vanessa ScurryCustomer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the problems you experienced with ticketing, which caused a forfeit of your train fare. 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. Upon your initial contact with our customer service representatives, we understand that as a one-time courtesy, you were issued a Transportation Voucher in the amount of $55.00. We further understand that you accepted the Transportation Voucher as compensation and that you have already redeemed it towards a new reservation. 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 J<[redacted]@amtrak.com>Date: Fri, Dec 1, 2017 at 10:41 AMSubject: [redacted] - your id # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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
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. We were sorry to learn about the difficulties you experienced when attempting to travel on August 12. Please accept my apologies for your inconvenience. The boarding...
process varies from station to station, and at some stations it may be necessary to close boarding gates three to ten minutes prior to train departure. In addition, to monitors at Washington Union station, our customer service representatives make announcements about boarding times and gate locations. Amtrak recommends that you plan to arrive at least 30 minutes prior to your scheduled departure to ensure that you will be able to board your train safely. Complete information regarding boarding can be found on Amtrak.com. Amtrak does not offer compensation in these types of cases. Therefore, I must respectfully decline to provide the compensation requested. 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
From: H[redacted], Vanessa J Sent: Thursday, March 16, 2017 10:04 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was...
disappointing to learn about the problems you experienced with unacceptable service during a phone call from one of our representatives regarding our service animal policy. Please accept my apologies for your inconvenience. Your comments were forwarded to the responsible management for their review and correction. Amtrak rarely offers monetary compensation in these cases; however, I noted that a partial refund was authorized in the hopes that you and your family might consider traveling with us again. We feel it is fair compensation in this case, and we must respectfully decline your request for additional compensation. We hope you will understand our position in this matter, and that you will consider Amtrak as a travel option in the future. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Voucher and refund provided. Your request for additional compensation has been reviewed, again. We truly regret that in cases such as yours we do not offer further compensation of any kind. Your understanding is appreciated. 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
From: S[redacted], Vanessa Sent: Tuesday, November 10, 2015 9:47 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the importance of good...
customer service, and I am disturbed by your description of the treatment you received during your trip. The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train. With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise. I have forwarded a copy of your letter to the responsible management for review and appropriate handling. Amtrak does not offer refunds in these types of cases. Therefore, I must respectfully decline your request for reimbursement. Customer comments play an important role in how we offer our service, and thank you for taking the time to write to us. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
2016 1:08 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April 14. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you. Our station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. Amtrak does not offer compensation in these types of cases. Therefore, we must respectfully decline to honor your request for compensation. Customer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us. We hope to have the privilege of serving you in the near future. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Tue, Nov 7, 2017 at 10:55 AMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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' <[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
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
[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 [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about the difficulties you experienced while traveling with us in January. Please accept my sincere apologies for your inconvenience. I...
noted that after you spoke with our customer relations representatives, a refund in the amount of $136.57 was issued to the [redacted] account used to purchase your tickets. Please understand that it is not Amtrak’s policy to reimburse the expenses passengers might incur, nor do we assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for your out of pocket expenses. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Case #: [redacted] was resolved on 1/2/18. The customer was denied a refund as she did not cancel her reservation prior to departure. No compensation was issued.
Thank you for your correspondence on behalf of Mr. [redacted]. We are so very sorry that Mr. [redacted] has not received his refunds. However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr. [redacted]’s reservations. A...
refund in the amount of $244.00 was issued to a [redacted] account ending in [redacted]. Also, a refund in the amount of $268.00 was issued to a [redacted] account ending in [redacted]. It normally takes 7 to 15 business days before refunds are received by banks and posted to a customer’s account. We hope that Mr. [redacted] has received his refunds by now and we regret any inconvenience caused. In addition to our apologies, I have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid until November 27, 2017, but it is not transferable. An email confirmation will be sent to: [redacted], which includes the Transportation Voucher number of [redacted], amount, expiration date and additional redemption information. We hope that Mr. [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]’s patronage and patience and hope that we will have the privilege of serving him again. Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations
[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:Under the Consumer Protection Law, I am lawfully afforded the right to be informed for a service that I have paid for as a consumer. Amtrak, in this case, failed to provide working monitors and sufficient track/boarding information; a sufficient amount of staff representatives, as well as a reasonable time allowance for passengers to board. Moreover, having a train leave the station ahead of its departure time is in direct conflict with false advertising and labeling practice laws. Under such laws, a consumer has the right to expect that the printed departure time on their train ticket will correlate accurately with that train's departure. In my case, I was at the station more than 30 minutes early and can substantiate my claim with a taxi receipt from the date in question. My scheduled train departure time was for August 12, 2016 at 3:30pm. I arrived at the station at 2:51pm (see attached).If Amtrak does not honor their original agreement in providing a service that I paid for and had a reasonable expectation to come to expect, then I will have to seek legal restitution and compensation using the court system. Clearly, they do NOT value patronage.- [redacted]
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:There was no...
response.
Regards,
[redacted]
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would to assist you with your case, but I am having trouble finding your reservation in our computer files. Could you kindly provide me with your reservation number and/or...
travel date? I look forward to your reply. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I am always in full control of my service animal, but feel it unaccptable that after booking a lower level room that we had to climb steps, cross through moving train cars with a dog, then wait in the dining car for over 40 minutes, in addition to climbing down steps and having to jump at least 24" from the train and also jump back into the train. This is not acceptable, nor is it appropriate. A ramp, step or platform should have been made available to us. I request a full refund of my travel expenses.
Regards,
[redacted]
Sent: Tuesday, April 19, 2016 1:22 PMTo: '[redacted]@[redacted].com' <[redacted]@[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of our records, I noted that you were...
issued a refund in the amount of $584.10 on July 20, 2015. This refund was processed to a credit card with the numbers ending in 1523. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002
Dear Mr. E[redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to learn that you think you are a victim of fraud. Please accept my sincere apologies. After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number. We cannot locate information with just your name. We need travel dates and destinations. If you care to, you may forward your information to my attention at : National Railroad Passenger Corporation, 60 Massachusetts Avenue, N.E., Washington, DC 20002. I look forward to your reply. Sincerely, Vanessa ScurryCustomer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about the problems you experienced with ticketing, which caused a forfeit of your train fare. 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. Upon your initial contact with our customer service representatives, we understand that as a one-time courtesy, you were issued a Transportation Voucher in the amount of $55.00. We further understand that you accepted the Transportation Voucher as compensation and that you have already redeemed it towards a new reservation. 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 J<[redacted]@amtrak.com>Date: Fri, Dec 1, 2017 at 10:41 AMSubject: [redacted] - your id # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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
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. We were sorry to learn about the difficulties you experienced when attempting to travel on August 12. Please accept my apologies for your inconvenience. The boarding...
process varies from station to station, and at some stations it may be necessary to close boarding gates three to ten minutes prior to train departure. In addition, to monitors at Washington Union station, our customer service representatives make announcements about boarding times and gate locations. Amtrak recommends that you plan to arrive at least 30 minutes prior to your scheduled departure to ensure that you will be able to board your train safely. Complete information regarding boarding can be found on Amtrak.com. Amtrak does not offer compensation in these types of cases. Therefore, I must respectfully decline to provide the compensation requested. 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
From: H[redacted], Vanessa J Sent: Thursday, March 16, 2017 10:04 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was...
disappointing to learn about the problems you experienced with unacceptable service during a phone call from one of our representatives regarding our service animal policy. Please accept my apologies for your inconvenience. Your comments were forwarded to the responsible management for their review and correction. Amtrak rarely offers monetary compensation in these cases; however, I noted that a partial refund was authorized in the hopes that you and your family might consider traveling with us again. We feel it is fair compensation in this case, and we must respectfully decline your request for additional compensation. We hope you will understand our position in this matter, and that you will consider Amtrak as a travel option in the future. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We apologize that you are unhappy with the Transportation Voucher and refund provided. Your request for additional compensation has been reviewed, again. We truly regret that in cases such as yours we do not offer further compensation of any kind. Your understanding is appreciated. 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
From: S[redacted], Vanessa Sent: Tuesday, November 10, 2015 9:47 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I understand and appreciate the importance of good...
customer service, and I am disturbed by your description of the treatment you received during your trip. The Conductor is in charge of the train and is responsible for maintaining the smooth operation of the train. With that being said, we still expect every Amtrak employee to treat our customers with courtesy and respect, and I am sorry that you received otherwise. I have forwarded a copy of your letter to the responsible management for review and appropriate handling. Amtrak does not offer refunds in these types of cases. Therefore, I must respectfully decline your request for reimbursement. Customer comments play an important role in how we offer our service, and thank you for taking the time to write to us. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Sent: Tuesday, April 19,...
2016 1:08 PMTo: '[redacted]' <[redacted]>Subject: Amtrak Response Dear Ms. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April 14. On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you. Our station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. Amtrak does not offer compensation in these types of cases. Therefore, we must respectfully decline to honor your request for compensation. Customer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us. We hope to have the privilege of serving you in the near future. Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations[redacted] | Washington, DC 20002
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Tue, Nov 7, 2017 at 10:55 AMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>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' <[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
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
[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 [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to learn about the difficulties you experienced while traveling with us in January. Please accept my sincere apologies for your inconvenience. I...
noted that after you spoke with our customer relations representatives, a refund in the amount of $136.57 was issued to the [redacted] account used to purchase your tickets. Please understand that it is not Amtrak’s policy to reimburse the expenses passengers might incur, nor do we assume liability for the plans and commitments of our passengers. Therefore, we must respectfully decline your reimbursement request for your out of pocket expenses. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Case #: [redacted] was resolved on 1/2/18. The customer was denied a refund as she did not cancel her reservation prior to departure. No compensation was issued.
Thank you for your correspondence on behalf of Mr. [redacted]. We are so very sorry that Mr. [redacted] has not received his refunds. However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr. [redacted]’s reservations. A...
refund in the amount of $244.00 was issued to a [redacted] account ending in [redacted]. Also, a refund in the amount of $268.00 was issued to a [redacted] account ending in [redacted]. It normally takes 7 to 15 business days before refunds are received by banks and posted to a customer’s account. We hope that Mr. [redacted] has received his refunds by now and we regret any inconvenience caused. In addition to our apologies, I have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid until November 27, 2017, but it is not transferable. An email confirmation will be sent to: [redacted], which includes the Transportation Voucher number of [redacted], amount, expiration date and additional redemption information. We hope that Mr. [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]’s patronage and patience and hope that we will have the privilege of serving him again. Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations