Amtrak

From: [redacted] 
Sent: Thursday, July 17, 2014 10:36 AM
To: '[redacted]'
Subject: Amtrak Response
 
Dear [redacted]:
 
We are in receipt of correspondence written on your behalf from the Revdex.com.
 
I apologize...

for the unacceptable service and lack of assistance you report that you received from one of our employees at the New Rochelle station.  At Amtrak, we recognize that customer service is critical to the Corporation’s success as a transportation carrier.  We do not want this experience to leave you with a bad impression of Amtrak.  Our employees transport thousands of passengers safely, courteously and on time every day.  I regret that this was not your experience.
 
After a review of your reservation, I found that a refund was processed to your [redacted] account in the amount of $151.80 on June 29, 2014.  I have also authorized a refund in the amount of $193.80, which represents the difference between the fare from Bridgeport to Baltimore and New Rochelle to Baltimore.  This refund has been made to your [redacted] account as well.  This transaction was performed electronically and no paper credit slip was generated.  Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement.
 
As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $75.00 is being held on file for you and your party.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before July 17, 2015 and is not transferable.  To redeem the Certificate, kindly call our toll-free number, 1-800-USA-RAIL
(1-800-872-7245), and ask for the Customer Relations Desk prior to making payment on a reservation.  The Customer Relations Desk is open Monday through Fridays between the hours of
7:00 a.m. and 10:00 p.m. Eastern Time.  
 
Once again, thank you for writing.  We value your patronage.
 
Sincerely,
 
[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I feel like the resolution doesn't bring me any closer to a solution and excuse for the original problem.  I hope future trains announce stops and durations in the future and I hope Amtrak takes better care of customers through customer service lines in an emergency. A $50 voucher towards a future train ride sounds like a nightmare and a means to get more of my hard earned money while I am still fighting to overcome the ongoing circumstances from the first train ride.
Regards,
[redacted]

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced a problem receiving with your Amtrak Guest Rewards points. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for...

your inconvenience.Our records indicate that you were awarded 217 points on July 12, 2014 for your [redacted] purchase dated May 9, 2014. Your account was credited an additional 383 points on October 29, 2014, for your [redacted] purchase dated May 9, 2014. We are unable to locate any purchase through the Points for Shopping website dated on May 25, 2014. We have verified that your account was rewarded 4000 points on June 23, 2014 for your [redacted] purchase.Please contact Amtrak Guest Rewards with any questions that you may have regarding your account. To speak with Amtrak Guest Rewards, please call ###-###-####. Our Representatives are available Monday through Friday, except holidays, between the hours of 5 a.m. and 12 p.m. Eastern Time.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: S[redacted], Vanessa Sent: Friday, September 04, 2015 10:19 AMTo: '[redacted].com'Subject: Amtrak Response Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We would very much like to have the opportunity to serve...

you again under better circumstance, and I am disappointed that you feel that the Transportation Certificate provided by our customer relations representatives is unsatisfactory.  It was offered as a token of our regrets for your inconvenience.  It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future.  It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again.  In the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you an additional  Transportation Certificate in the amount of $50.00.  The Certificate must be redeemed on or before September 3, 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

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

January 5, 2015Dear [redacted]:Thank you for your recent correspondence.We are disappointed that you experienced difficulties with our online reservations at Amtrak.com. We can certainly understand the inconvenience and frustration this caused you. Please accept our most sincere apologies for your...

inconvenience.Amtrak welcomes feedback from customers, as it helps us to focus our efforts to improve Amtrak.com. We have entered your concerns into our customer database. Our web development staff evaluates the comments, opinions, and suggestions of our customers visiting Amtrak.com and this feedback is taken into consideration for future updates. Be assured that your concerns have been forwarded to the responsible management.Once again, thank you for writing. We look forward to the privilege of serving you in the future.Sincerely,Aluster FCustomer Relations Specialist

From: S[redacted], Vanessa<[redacted]@amtrak.com>Date: Tue, Feb 3, 2015 at 12:05 PMSubject: [redacted] - your id #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], This passenger’s complaint was already resolved with an apology by telephone by our customer relations...

representatives.  The Transportation Certificate that was sent to the wrong address was resent  to the correct address in the amount of $242.00.     Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone:    ###-###-####Fax:          ###-###-####

[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)

Thank you for your email on behalf of Ms. [redacted].  Delays are an unwelcome but unavoidable part of the transportation business.  Please extend to Ms. [redacted] our most sincere apologies for her family’s inconvenience. Amtrak has been working hard to provide our passengers with...

the best possible service.  Therefore, we were sorry to learn that the [redacted] family’s returned trip on Train 98 of November 19 was spoiled by the conduct of their fellow passengers and we regret the discomfort and inconvenience this has caused. As information, train crew members are instructed to make every effort to bring incidents of undesirable passenger behavior under control.  In those rare situations where the welfare or safety of the other passengers is considered endangered, the conductor is authorized to remove the offending individuals from the train for remanding to the civil authorities.  However, as we are confident that all will understand, this authority must be administered judiciously and tactfully and only as a last resort.  Regarding the misinformation that Ms. [redacted] reported she received from our employees concerning a refund.  In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result. I have shared her comments with the responsible manager in hopes we can provide better information in the future.  However, if a refund is authorized by an employee, we will gladly honor it if the employee provides the customer with written documentation or they contact our offices to apprise us of what they have authorized.  We have not received any documentation regarding this incident.       When Ms. [redacted] spoke with our Customer Relations Representatives on November 21, she was offered a $400.00 electronic Transportation Voucher for her family to use toward the purchase of their next Amtrak trip.  She declined to accept it.  However, upon further review of her claim, she was issued a $155.00 refund to her [redacted] account.  This amount is equivalent to half of the charges for one of the two bedrooms she reserved on the return trip. Amtrak does not offer refunds when transportation has been provided and accommodations are occupied.  As a one-time exception, I have authorized another refund in the amount of $155.00.  This amount will be credited to the [redacted] account used for purchase and will represent a refund of $310.00, which is one half of the accommodation charges for the customers’ return trip.  We ask that customers allow at least 7 to 10 business days for the refund to be received by their bank.   Once again, thank you for contacting us.  We value and appreciate the [redacted] family’s patronage and hope that we will have the privilege of serving them in the future.   Sincerely, Carolyn A. G[redacted]Supervisor Customer Relations

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. 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

[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: The body of the email has nothing to do with the main issue I originally reported about. The refund she stated in her email was me canceling part of my trip for personal reasons and this cancellation was after I had already reported AMTRAK to the Revdex.com. Also if they would like to bring up refunds, I have yet to receive that refund and that should have been done on the first of the month and the last time I spoke with someone about the refund was 09/07/2015. As far as doing something about the inconvenience of my triple charge nothing was satisfied but an apology. That doesn't change the fact that AMTRAK held my funds and I was unable to purchase a plane ticket until I escalated the situation and someone finally released the funds. Regardless of what Amtrak says they see in their system, my credit card summary shows AMTRAK charging me three times. 
Regards,
[redacted]

October 29, 2014Dear [redacted]:Thank you for your recent inquiry.I am sorry that you feel the refund amount of your Gift Certificate is unsatisfactory. We can certainly understand the...

inconvenience and frustration this may have caused you.The Gift Certificate which you submitted to our Refund Center was valued at $500.00. In accordance with our Refund Policy for Gift Certificates, a refund fee of 10% of the certificate value up to a maximum of $100.00 will apply. We authorized an automated credit in the amount of $450.00 which was applied to the [redacted] account by which the tickets were purchased. This procedure has been performed electronically on August 8, 2014.We look forward to the privilege of serving you in the future.Sincerely:Aluster  FCustomer Relations Specialist

From: S[redacted] Vanessa 
Sent: Tuesday, September 16, 2014 8:51 AM
To: '[redacted].com'
Subject: Amtrak Response
 
Dear Mr. [redacted]:
We are in receipt of correspondence written on your behalf from the Revdex.com.
It was...

disappointing to read about the delays you experienced.  Most of the track over which Amtrak operates is owned by freight railroads with which Amtrak has contractual agreements.  Unfortunately, our trains can be delayed by a large number of freight trains utilizing the same tracks.  While we do not guarantee on-time performance, we understand that delays inconvenience our passengers.  We are making every effort to deliver our passengers to their destinations in a timely manner.  I regret that we failed on this occasion. 
Amtrak welcomes feedback from our customers.  We expect for each of our employees to be helpful and treat our customers courteously and with respect.  There is no excuse for the unhelpful manner in which you were treated by members of our on board crew during your journey.  Please accept my sincere apologies for the lack of good service.
On a positive note, we appreciate your kind words for one member of our train crew on your return journey.  We are pleased that his level of service was so helpful and professional.  Your comments and compliment will be shared with the appropriate management.  We strive to provide every Amtrak guest with the best customer service in the travel industry, and we are always gratified to know when we've "hit the mark."
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.   
As a token of my regrets for your disappointment, an electronic Transportation Certificate in the amount of $100.00 is being held on file.  It is valid towards the purchase of future Amtrak travel.  The Certificate must be redeemed on or before September 16, 2015 and is not transferable.  To redeem the Certificate, kindly call our toll-free number, 1-800-[redacted] (###-###-####), and ask for the Customer Relations Desk prior to making payment on a reservation.  The Customer Relations Desk is open Mondays through Fridays between the hours of 7:00 a.m. and 10:00 p.m. Eastern Time.  
Once again, thank you for writing.  We value your patronage.
Sincerely,
Vanessa S[redacted]
Customer Relations Specialist
Office of Customer Relations
Washington, 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]

[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 for doing the "right" thing and even though it took months thank you for getting back to me
Regards,
[redacted]

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. I am sorry you feel that the Transportation Voucher provided by our customer relations representatives is unsatisfactory.  It was offered as a token of our regrets for your...

inconvenience.  It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future.  It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again.  Amtrak does not offer refunds in these types of cases; therefore, I must respectfully decline your refund request.  While I understand that you are not satisfied with the amount of the Certificate, we feel it is a fair offer and it remains on file.  We sincerely hope you will consider using it and give us another opportunity to serve your travel needs.  Once again, thank you for writing.  We value your patronage.  Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002

[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]
PS:   Thank you so much for your help.