From: S[redacted], Vanessa Sent: Tuesday, August 11, 2015 9:16 AMTo: '[redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would like to sincerely...
apologize for the delays you experienced and the lack of communication you received when you traveled with us in July. In a situation such as this, we expect our employees to provide the most up-to-date information available. We are sorry that you received otherwise. I have been in touch with our train managers regarding your unfortunate experience on board with climate control. It was disappointing to read about the unacceptable service you received with regard to this issue as well. Our train crews strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed all of your comments and addressed appropriately. Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before August 10, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[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:Amtrak's response did not seem to address the issue at hand. Instead they seemed to focus on what could be done on the consumer's part to ensure that assistance is given to people with disabilities. The email stated that assistance must be requested before making a reservation. This was unhelpful and irrelevant since, prior to making the reservation, I placed a call to Amtrak and stated in the reservation online that assistance for a passenger with a disability would be needed. Rather than reiterating what was already known, how to book a reservation for someone with a disability, Amtrak's processes and procedures should be looked at instead. The email should've explained how the problem would be fixed, so this does not happen to another customer. In addition, they should contact the Amtrak employees that were unresponsive to my father's needs. The conductor tried to get help, but nobody would help. They also need to explain how my father had a ticket saying that he would need assistance, but they did not have anyone doing this job. In addition, they should try to make it up to my father for putting him in such a dangerous and scary situation. Attached is the ticket that clearly states that assistance was requested in advance.
Regards,
[redacted] (daughter that booked reservation) and [redacted] (passenger)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again. Therefore the voucher of $5.00 has no use to me. Amtrak has been delayed numerous times when I have traveled using it. This is the first time I have voiced my concerns about the service. Before that I had been a long term customer. Again the voucher has no use. I am not truly being compensated for anything.
Regards,
[redacted]
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 Raleigh and Washington 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. It was disappointing to read about the unacceptable service you experienced. We stress to our employees the importance of providing accurate and timely delay-related information to passengers to the extent that it is available. Therefore, we regret that, on this occasion, their performance was clearly not what it should have been. Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before December 6, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I was told by Amtrak that I would not receive anything for my loss bag. I will NEVER in my life ride with Amtrak and I will STOP everyone I know from riding. From the disrespect to the poor customer service.
Regards,
[redacted]
Thank you for contacting us. We are very sorry that Mr. [redacted] was not aware that we had authorized his refund in the amount of $444.00 on December 27, 2016. You may be interested to know that he has called our customer relations number on a few occasions and has been advised that it...
was in process. Refunds to credit cards normally process within 5 to 7 business days. Therefore, Mr. [redacted] can expect the refund to be received by the credit card company within a week. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]'s patronage and hope that we will continue to have the privilege of serving his travel needs. 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Amtrak should allow refunds to passengers when they encounter a situation with a conductor I am disturb by this because a passenger should receive a refund for poor service I am going to take action against this situation if its not resolved Regards,
[redacted]
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your unfortunate experience when you traveled with us in March. On behalf of Amtrak, I would like to offer our sincere...
apologies for the service you received and any inconvenience caused to you. Our train crews strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore, we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be been sent to: [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. 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
[redacted] [redacted] [redacted]
I do not accept this offer because I know I was wronged and cannot get back my family time that was lost due to amtrak being 5 hours late. I do believe I am still owed the full amount of my ticket which was 146 dollars I have received 75 so I do require the full amount left which is $71 thank you and as stated before this was my first and last time traveling on Amtrak so I will never need the ticket provided.
[redacted]
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Wed, Jul 12, 2017 at 11:18 AM From: H[redacted], Vanessa J Sent: Wednesday, July 12, 2017 11:17 AMTo: '[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. I was sorry to learn about the problems you have had with Amtrak’s Guest Rewards Program. After speaking with our Guest Rewards representatives, it appears that you booked two redemption reservations and cancelled them both. If a member cancels a sleeper less than 14 days before departure they incur a 20% fee. If a non-sleeper reservation is cancelled more than 24 hours prior to departure they incur a 10% penalty. Because of this you incurred a 20% redeposit fee for your sleeper reservation and 10% for your coach reservation. All cancellation/modification policies are located on Amtrak.com during the booking process. They are also located on www.AmtrakGuestRewards.com/redeem/amtrak - Redemption Guidelines. Regarding your concerns about [redacted], Guest Rewards did deposit 20,000 bonus points as promised for applying for the [redacted] credit card on January 10, 2017. For all members who have the credit card and redeem points for travel they earn an immediate 5% rebate of points in their account. Subsequently, if you cancel your travel redemption, you lose the 5% rebate. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: H[redacted], Vanessa J Sent: Thursday, March 16, 2017 9:39 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: Your communication to the Revdex.com has been forwarded to this office for a response. I...
was sorry to learn about the miscommunication you received regarding alternate transportation when you traveled with us recently. Please accept my apologies for your inconvenience. After a review of your case, I noted that after speaking with one of our customer relations representatives, you were provided with a Transportation Voucher in the amount of $250.00 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 H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
Dear [redacted]: Thank you for your recent correspondence. I was sorry to read that you missed the scenery on board your train, due to track work being performed by the freight railroad that owns the track along this route. Please accept my sincere apologies for your...
inconvenience. Though we understand your frustration, Amtrak does not offer refunds in these types of cases other than the partial refund that is due to you since you did not have use of your accommodation for a portion of your journey. Therefore, an automated credit in the amount of $367.31 has been made to your American Express account for the loss of your accommodation. This transaction was performed electronically and no paper credit slip was generated. It should appear on your statement electronically within 3 to 7 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. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $600.00. The Certificate must be redeemed on or before July 19, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you in the future under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations Specialist Case #: 3008589 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 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 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 regret that you experienced a problem with regard to a refund. After speaking with our Refunds Research department representatives, I have authorized an automated...
credit in the amount of $125.00 to be made to your([redacted] account. This transaction was performed electronically and no paper credit slip was generated. It should appear on your statement electronically within 3 to 7 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: Thank you for your recent correspondence. On-time performance is a major concern at Amtrak. We make every effort to operate on schedule, because we know how frustrating a late train is to our customers. We are sorry that your train arrived late and that your...
family was inconvenienced. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted. Please be assured that we are making every effort to deliver our passengers to their destinations in a timely manner. I am sorry you feel that the Transportation Certificate we offered you is unsatisfactory and that you do not plan to travel with us again. Because we value your patronage and in addition to our sincere apologies, I have requested that a partial refund in the amount of $332.50 be credited to the [redacted] used for purchase. This amount represents the rail fare that you paid for your family's travel. Depending on your bank's procedures, please allow at least two weeks before this adjustment appears on your account. Again, thank you for writing. We hope for an opportunity to serve you in the future under better circumstances Sincerely, Aluster ** F[redacted]Customer Relations Specialist
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry to read that you became ill during your trip, and that you believe that the food consumed aboard the train was at least partially responsible. All aspects of food...
handling, including its production, delivery, and preparation are checked regularly by our Quality Assurance staff and FDA officials. These public health professionals check sanitation, shelf life, and compliance with specifications for food products at the vendor and commissaries, as well as on board the trains. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: S[redacted], Vanessa Sent: Tuesday, June 23, 2015 2:10 PMTo: '[redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $75.00 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I was not ill before I boarded that Amtrak train. The train had no heat in the last car that I rode in. I haven't been sick with a cold for over 5 years. I was not a little sick it was very severe. I still have a ongoing cough from that incident. I am some better yes. It took me 3 weeks to reach where I am health wise. I eat healthy and take care of myself. The train on my return trip didn't have any heat also. The cars that I walked through to the dining car had excessive heat. I will never ride on any Amtrak train again. I value my health a lot. Why would I want to go through what I went through on both trains no.It does not make any sense to me. It just goes to show you Amtrak doesn't care about it's passengers. I should be reimbursed because of Amtrak's negligence. I did receive that $50 which I am returning. I have no use for it. I would've sent the $50 back before now but I just wasn't feeling well enough.
Regards,
[redacted]
[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:From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Sep 12, 2017 at 9:24 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Sep 12, 2017 at 9:17 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Amtrak responded to me by crediting me a voucher of $163.00 but I would like an answer on why some of those cars are so dirty and in poor shape. These cars need major renovation and Amtrak does have the money they just won't address the matter and spend. Thank you for listening. Very unsanitary conditions.Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
The website did not clearly state that this fare was not refundable. I contacted the business via phone multiple times, receiving recordings on several of my attempts. When I finally did speak with a representative, I was told I only qualify for an e-voucher. After this extremely poor experience, I do not want to schedule any other trips with Amtrak. I contacted the business as quickly after I accidentally booked the wrong dates (which was immediately, but since it was after hours, I just reached an automatic recording which was useless). This is absolutely unacceptable. The trip I accidentally booked isn't until January - Amtrak has plenty of time to resell the tickets to someone else. this is such poor customer service - I have NEVER had problems like this and I book a significant amount of travel online. This was my very first trip with Amtrak and I can guarantee you it will be my last. I will also be writing reviews on social media sites and as many outlets as possible to advise as many people possible of these POOR business practices.
Regards,
[redacted]
From: S[redacted], Vanessa Sent: Tuesday, August 11, 2015 9:16 AMTo: '[redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I would like to sincerely...
apologize for the delays you experienced and the lack of communication you received when you traveled with us in July. In a situation such as this, we expect our employees to provide the most up-to-date information available. We are sorry that you received otherwise. I have been in touch with our train managers regarding your unfortunate experience on board with climate control. It was disappointing to read about the unacceptable service you received with regard to this issue as well. Our train crews strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed all of your comments and addressed appropriately. Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before August 10, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[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:Amtrak's response did not seem to address the issue at hand. Instead they seemed to focus on what could be done on the consumer's part to ensure that assistance is given to people with disabilities. The email stated that assistance must be requested before making a reservation. This was unhelpful and irrelevant since, prior to making the reservation, I placed a call to Amtrak and stated in the reservation online that assistance for a passenger with a disability would be needed. Rather than reiterating what was already known, how to book a reservation for someone with a disability, Amtrak's processes and procedures should be looked at instead. The email should've explained how the problem would be fixed, so this does not happen to another customer. In addition, they should contact the Amtrak employees that were unresponsive to my father's needs. The conductor tried to get help, but nobody would help. They also need to explain how my father had a ticket saying that he would need assistance, but they did not have anyone doing this job. In addition, they should try to make it up to my father for putting him in such a dangerous and scary situation. Attached is the ticket that clearly states that assistance was requested in advance.
Regards,
[redacted] (daughter that booked reservation) and [redacted] (passenger)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again. Therefore the voucher of $5.00 has no use to me. Amtrak has been delayed numerous times when I have traveled using it. This is the first time I have voiced my concerns about the service. Before that I had been a long term customer. Again the voucher has no use. I am not truly being compensated for anything.
Regards,
[redacted]
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 Raleigh and Washington 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. It was disappointing to read about the unacceptable service you experienced. We stress to our employees the importance of providing accurate and timely delay-related information to passengers to the extent that it is available. Therefore, we regret that, on this occasion, their performance was clearly not what it should have been. Amtrak does not offer refunds in these types of cases; however, as a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $100.00. The Certificate must be redeemed on or before December 6, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I was told by Amtrak that I would not receive anything for my loss bag. I will NEVER in my life ride with Amtrak and I will STOP everyone I know from riding. From the disrespect to the poor customer service.
Regards,
[redacted]
Thank you for contacting us. We are very sorry that Mr. [redacted] was not aware that we had authorized his refund in the amount of $444.00 on December 27, 2016. You may be interested to know that he has called our customer relations number on a few occasions and has been advised that it...
was in process. Refunds to credit cards normally process within 5 to 7 business days. Therefore, Mr. [redacted] can expect the refund to be received by the credit card company within a week. Once again, thank you for contacting us. We value and appreciate Mr. [redacted]'s patronage and hope that we will continue to have the privilege of serving his travel needs. 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Amtrak should allow refunds to passengers when they encounter a situation with a conductor I am disturb by this because a passenger should receive a refund for poor service I am going to take action against this situation if its not resolved Regards,
[redacted]
Dear Mr. [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your unfortunate experience when you traveled with us in March. On behalf of Amtrak, I would like to offer our sincere...
apologies for the service you received and any inconvenience caused to you. Our train crews strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance. We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously. Please be assured that our managers have reviewed and addressed appropriately. We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support. Therefore, we have authorized a Transportation Voucher in the amount of $25. The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices. The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable. An email confirmation will be been sent to: [redacted], which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. 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
[redacted] [redacted] [redacted]
I do not accept this offer because I know I was wronged and cannot get back my family time that was lost due to amtrak being 5 hours late. I do believe I am still owed the full amount of my ticket which was 146 dollars I have received 75 so I do require the full amount left which is $71 thank you and as stated before this was my first and last time traveling on Amtrak so I will never need the ticket provided.
[redacted]
[redacted]
From: H[redacted], Vanessa J<[redacted]@amtrak.com>Date: Wed, Jul 12, 2017 at 11:18 AM From: H[redacted], Vanessa J Sent: Wednesday, July 12, 2017 11:17 AMTo: '[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. I was sorry to learn about the problems you have had with Amtrak’s Guest Rewards Program. After speaking with our Guest Rewards representatives, it appears that you booked two redemption reservations and cancelled them both. If a member cancels a sleeper less than 14 days before departure they incur a 20% fee. If a non-sleeper reservation is cancelled more than 24 hours prior to departure they incur a 10% penalty. Because of this you incurred a 20% redeposit fee for your sleeper reservation and 10% for your coach reservation. All cancellation/modification policies are located on Amtrak.com during the booking process. They are also located on www.AmtrakGuestRewards.com/redeem/amtrak - Redemption Guidelines. Regarding your concerns about [redacted], Guest Rewards did deposit 20,000 bonus points as promised for applying for the [redacted] credit card on January 10, 2017. For all members who have the credit card and redeem points for travel they earn an immediate 5% rebate of points in their account. Subsequently, if you cancel your travel redemption, you lose the 5% rebate. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: H[redacted], Vanessa J Sent: Thursday, March 16, 2017 9:39 AMTo: '[redacted].com' <[redacted].com>Subject: Amtrak Response Dear [redacted]: Your communication to the Revdex.com has been forwarded to this office for a response. I...
was sorry to learn about the miscommunication you received regarding alternate transportation when you traveled with us recently. Please accept my apologies for your inconvenience. After a review of your case, I noted that after speaking with one of our customer relations representatives, you were provided with a Transportation Voucher in the amount of $250.00 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 H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
Dear [redacted]: Thank you for your recent correspondence. I was sorry to read that you missed the scenery on board your train, due to track work being performed by the freight railroad that owns the track along this route. Please accept my sincere apologies for your...
inconvenience. Though we understand your frustration, Amtrak does not offer refunds in these types of cases other than the partial refund that is due to you since you did not have use of your accommodation for a portion of your journey. Therefore, an automated credit in the amount of $367.31 has been made to your American Express account for the loss of your accommodation. This transaction was performed electronically and no paper credit slip was generated. It should appear on your statement electronically within 3 to 7 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. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $600.00. The Certificate must be redeemed on or before July 19, 2016 and is not transferable. I hope you will use it toward your next Amtrak ticket purchase. To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations. Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of 7 a.m. and 10 p.m. Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations. Once again, thank you for writing. We look forward to the privilege of serving you in the future under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations Specialist Case #: 3008589 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 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 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 regret that you experienced a problem with regard to a refund. After speaking with our Refunds Research department representatives, I have authorized an automated...
credit in the amount of $125.00 to be made to your([redacted] account. This transaction was performed electronically and no paper credit slip was generated. It should appear on your statement electronically within 3 to 7 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: Thank you for your recent correspondence. On-time performance is a major concern at Amtrak. We make every effort to operate on schedule, because we know how frustrating a late train is to our customers. We are sorry that your train arrived late and that your...
family was inconvenienced. We are working hard on a number of fronts to improve our ability to run on schedule. In spite of our best efforts, weather and mechanical problems may defeat us, as well as those unexpected events that cannot be controlled or predicted. Please be assured that we are making every effort to deliver our passengers to their destinations in a timely manner. I am sorry you feel that the Transportation Certificate we offered you is unsatisfactory and that you do not plan to travel with us again. Because we value your patronage and in addition to our sincere apologies, I have requested that a partial refund in the amount of $332.50 be credited to the [redacted] used for purchase. This amount represents the rail fare that you paid for your family's travel. Depending on your bank's procedures, please allow at least two weeks before this adjustment appears on your account. Again, thank you for writing. We hope for an opportunity to serve you in the future under better circumstances Sincerely, Aluster ** F[redacted]Customer Relations Specialist
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry to read that you became ill during your trip, and that you believe that the food consumed aboard the train was at least partially responsible. All aspects of food...
handling, including its production, delivery, and preparation are checked regularly by our Quality Assurance staff and FDA officials. These public health professionals check sanitation, shelf life, and compliance with specifications for food products at the vendor and commissaries, as well as on board the trains. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002Email: [redacted]@amtrak.com |
From: S[redacted], Vanessa Sent: Tuesday, June 23, 2015 2:10 PMTo: '[redacted]'Subject: Amtrak Response Dear Ms. [redacted]:We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 $75.00 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I was not ill before I boarded that Amtrak train. The train had no heat in the last car that I rode in. I haven't been sick with a cold for over 5 years. I was not a little sick it was very severe. I still have a ongoing cough from that incident. I am some better yes. It took me 3 weeks to reach where I am health wise. I eat healthy and take care of myself. The train on my return trip didn't have any heat also. The cars that I walked through to the dining car had excessive heat. I will never ride on any Amtrak train again. I value my health a lot. Why would I want to go through what I went through on both trains no.It does not make any sense to me. It just goes to show you Amtrak doesn't care about it's passengers. I should be reimbursed because of Amtrak's negligence. I did receive that $50 which I am returning. I have no use for it. I would've sent the $50 back before now but I just wasn't feeling well enough.
Regards,
[redacted]
[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:From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Sep 12, 2017 at 9:24 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Sep 12, 2017 at 9:17 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Amtrak responded to me by crediting me a voucher of $163.00 but I would like an answer on why some of those cars are so dirty and in poor shape. These cars need major renovation and Amtrak does have the money they just won't address the matter and spend. Thank you for listening. Very unsanitary conditions.Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
The website did not clearly state that this fare was not refundable. I contacted the business via phone multiple times, receiving recordings on several of my attempts. When I finally did speak with a representative, I was told I only qualify for an e-voucher. After this extremely poor experience, I do not want to schedule any other trips with Amtrak. I contacted the business as quickly after I accidentally booked the wrong dates (which was immediately, but since it was after hours, I just reached an automatic recording which was useless). This is absolutely unacceptable. The trip I accidentally booked isn't until January - Amtrak has plenty of time to resell the tickets to someone else. this is such poor customer service - I have NEVER had problems like this and I book a significant amount of travel online. This was my very first trip with Amtrak and I can guarantee you it will be my last. I will also be writing reviews on social media sites and as many outlets as possible to advise as many people possible of these POOR business practices.
Regards,
[redacted]